Complaints

This profile includes complaints for Protecht Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Protecht Inc

  7878 N 16th St Ste 165 Phoenix, AZ 85020-4490

  
• 

  Protecht Inc

  3424 Via Oporto Newport Beach, CA 92663-3941

  
• 

  Fanshield, LLC

  222 S Main St Salt Lake Cty, UT 84101

• 

  Protecht Inc

  4517 N 12th St Phoenix, AZ 85014-4202

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets to attend frontier city on the 26th of April. We travelled to *** in order to visit the park. Upon arrival we where told that the park will be closed due to severe weather pushing through the area. At the time it was no big deal since I had purchased insurance for such a scenario. Only to be told that my refund claim was denied. They claim the park was closed and not due to weather. Several schools where scheduled to attend an event in that area and where to go to the park afterwards. Hundreds if not thousands of people were scammed out of their money by PROTECHT and *************.

  

  Business Response

  Date: 04/29/2025

  Hello ******
  
  We are sorry for the misunderstanding around our conditional coverage. We appreciate you sharing your experience as your feedback is important to us.
  
  Our coverage is intended to protect our customers who are unable to make it to their event due to an unforeseen emergency situation such as illness or severe weather. As stated in the terms, We are not able to provide coverage for the event promoters if the date, time, or any other parameters change and people are no longer able to attend, due to the event promoters canceling or postponing the event.
  
  We are happy to discuss your request further to assist to the best of our ability. A member from our experience team will be in contact through a private channel.
  
  Thank you,
  
  Refund Protection Support

  Customer Answer

  Date: 04/29/2025

  Do not offer rain coverage if you will not honor it.

  

  Business Response

  Date: 04/30/2025

  Hello ******,
  
  Thank you for providing feedback regarding your coverage, we apologize if our terms and conditions were unclear. At the time of check-out, you should have received a protection confirmation email detailing your emergency coverage which also would allow you to cancel your coverage for a refund of the premium cost if you were not satisfied with our product.
  
  A dedicated representative will be in contact shortly to provide additional assistance for what you have mentioned.
  
  Kind Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 4 tickets to a *** game (*********) through the *** website on 01/08/2025 for a game to be played on 04/26/2025, also purchased ticket purchase insurance (FanShield) in case one or all of us would not be able to attend the event. The FanShield order # is f92424b6-2b18-4a49-b493-6edc9104854e. Well it turns out my wife, cannot attend the game because she is currently undergoing skin cancer treatment that does not allow her to be out in the sun for the next ***** days. Documentation of her medical situation and a copy of the email from FanShield confirming purchase of the ticket insurance was submitted to them and a refund for the price of 1 ticket was requested as my daughter and 2 of her friends will be using the 3 tickets remaining. After numerous back and forth emails with copies of all documentation requested by FanShield, they continue to ask for more documentation. What was sent and what they have is more than sufficient to substantiate the claim for refund of 1 ticket

  

  Business Response

  Date: 04/18/2025

  Dear ******, 
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. At this time we see your refund request has been approved. A member of our team will reach out directly through a private channel to address your concerns. 
  
  Kind Regards, 
  
  Refund Protection Support

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16, 2025 I purchased ticket cancellation protection insurance from Fanshield (Protecht) for two out of the four *** ****** tickets we were buying online. The two people that would be utilizing two of the tickets were flying in from out of town, hence, we thought the cancellation insurance so readily offered to us upon final checkout of our ****** tickets was a wise thing to do, and, we trusted reliable since it was connected to the *** ticketing process. Within a matter of days we found out that the out of town couple could not attend the game because one of them was not able to find another professor to teach his class the day of the game. We provided a screenshot of the University's online class schedule stating the day, my friend's name and his teaching institution. The claim was denied by Fanshield (Protecht) saying the proof we provided wasn't good enough. They asked for a letter from my friend's institution on the University letterhead verifying the professor would be teaching that day. Really?!!!! Insulting and unrealistic. I believe Fanshield (Protecht) conducts fraudulent business practices with unreasonable demands. I should have researched them before purchasing the "protection plan"....they make it nearly impossible to satisfy their ridiculous requirements. The amount we paid wasn't much (*****) but the dishonesty needs to be brought to the attention of not only *** who is endorsing their "services", but to the public who thinks this is a legitimate business. Buyer beware!!!!!

  

  Business Response

  Date: 04/16/2025

  Dear ****,
  
  Thank you for leaving your review regarding your situation, we apologize for not having coverage available for what you had mentioned.
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen situation such as needing to travel to attend an unforeseen business trip. We unfortunately do not provide coverage for being scheduled to work, not having coverage for work, or having PTO denied.
  
  A dedicated representative will be in contact shortly to discuss this matter further. 
  
  Warm Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I bought tickets to an event and I purchased fan shield. On the Saturday morning of the event, we both did not feel well and as the event time got closer, I had hives and a rash all over my neck and chest. I told my husband that we probably shouldnt go so that we dont get other people sick and I notified him that I purchased ticket insurance in case of illness. I filed for a refund through them and sent them the receipts and the unused ticket proof and they told me that I needed a doctors note stating that the doctor does not want me to attend the concert. My doctor is closed on Saturdays. We did not attend and this company refuses to refund my money. This is a scam and I feel it is a Company or collects money and makes it impossible to get a refund, so that they can keep making money off unfortunate circumstances.

  

  Business Response

  Date: 04/14/2025

  Hello ***,
  
  We appreciate you sharing your experience as your feedback is important to us and it is important for us to hear about the ways we can improve our products.
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen emergency situation. If illness/injury prevented you from attending, our refund advocate team will only need a recommendation against attending the event on the date of your event, they do not require any diagnosis or personal information.
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact through a private channel shortly.
  
  Warm Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ****** tickets for myself and my two daughters, who were scheduled to fly in from **************** for spring break. According to a court order, their mother was supposed to bring them every spring break. However, due to financial difficulties, she is unable to fulfill this obligation, which constitutes a violation of the court order. Fortunately, I had the foresight to buy insurance to cover unforeseen circumstances. When I accessed the insurance website, I was presented with several options for requesting a refund. I selected "Travel Delay," as it was the most relevant option to my situation. Today, I received a response from FanShield stating, "The coverage for this peril (Travel Carrier Delay) would apply as follows, per the policy: 'You or a companion not arriving at the venue due to a delay by the travel carrier used for transportation.'" This response is unacceptable! Regardless of my specific circumstances, I purchased insurance and am entitled to a refund. I reside in **********, and if my refund is not processed, I will pursue legal action for $10,000 for mental and emotional distress due to what I believe to be misleading advertising of fraudulent insurance.

  

  Business Response

  Date: 04/14/2025

  Hello ****,
  
  We are sorry to hear that you are unhappy with your experience.
  
  Our product is intended to provide coverage for emergency situations that prevent you from arriving to your event due to an unforeseen situation such as illness, injury, mechanical breakdown, and more. When managing requests, our priority is to keep the process as simple as possible but there are conditions listed within the terms that we are bound to comply with.
  
  A dedicated representative will be in contact shortly to discuss the matter with you further. 
  
  Kind Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a refund request at the beginning of April for an event I won't be able to make. I read the contract and my work related interference (laid off after working over a year due to no fault of my own). I even submitted valid evidence to them as well (my unemployment approval letter). I have yet to hear any response from the business after I filed my claim. The phone number on there profiles aren't connecting to the business. I just want my refund since I applied to the terms of the contract and submitted proff

  

  Business Response

  Date: 04/14/2025

  Hello *****,
  
  Thank you for bringing this to our attention, you and your experience matter to us. We would be happy to look into this and assist you with your concerns. For assistance, please reach out to our customer experience team at ************************ as we are not able to locate your protection or refund request details based on the information provided in your review.
  
  Best Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 04/14/2025

  They're now claiming I didn't meet the specific requirements laid out on their terms and conditions ("V. after having been with the same employer for at least 12 continuous months, are terminated or laid off, through no fault of your or a companions own, after the date of your original purchase"). They're now saying this doesn't qualify due to an unwritten time limit on the request and I'm trying to submit a fraudulent claim. I asked them to locate that rule in the Refund terms and conditions and they couldn't (because it isn't there). I'm out of work and have displayed the proof as well as followed the conditions.. Literally cannot afford the event. This is clearly a scam and the multiple complaints from other site users will point this out as they have had similar experiences with them,. I will never be using this service again and advise against others using it. The business needs to issue me a refund or I'll be contacting my attorney.

  

  Business Response

  Date: 04/15/2025

  Dear *****,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the insurance just in case I had travel. I am self employed and need to travel for the state legislature work. I provided my travel information and they denied it because they said it wasn't available for self-employed people. When I purchased the insurance, they did not mention it. I believe this business is a scam. They continue to change the rules so that they don't refund the ticket price that were purchased from clients. This is not right. If I would have known ( I think they make up rules as they go) I would have never purchased the insurance or ticket.

  

  Business Response

  Date: 04/10/2025

  Hello ******,
  
  Thank you for providing feedback regarding your coverage, we apologize if our terms and conditions were unclear. At the time of check-out, you should have received a protection confirmation email detailing your emergency coverage which also would allow you to cancel your coverage for a refund of the premium cost if you were not satisfied with our product. 
  
  A dedicated representative will be in contact shortly to provide additional assistance for what you have mentioned. 
  
  Kind Regards, 
  
  Refund Protection Support

  Customer Answer

  Date: 04/10/2025

  they keep changing their criteria. This is unacceptable and should not be able to do that to people. I bought the coverage just incase I needed it. There is no info one their criteria anywhere 

  

  Business Response

  Date: 04/11/2025

  Hello ******,
  
  Your feedback is highly regarded, and it's essential to underline that your concerns have been attentively registered. To facilitate a timely and efficient resolution, a dedicated team has reached out to you via a private channel.
  
  Thank you, 
  
  Refund Protection Support

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for the Georgia renaissance festival. I attempted to cancel my ticket to get a refund and this awful company has made it impossible. Without providing documents that violate my human rights such as HIPPPA or privacy, you won't provide me with a service I paid for. Every single member who approves of your business model should be ashamed. There is zero way to get in touch with a human same day, and a gazillion other atrocities. I genuinely hope this company fails.

  

  Business Response

  Date: 04/01/2025

  Dear ****,
  
  Thank you for providing this information. We appreciate the feedback and value you as a customer. A member of our team will reach out directly through a private channel to address your concerns.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 04/02/2025

  I will not provide any documents for any reason. I have a right to privacy. Quit requesting documents, I paid for a service to be able to request refunds, give me my refund. 

  

  Business Response

  Date: 04/02/2025

  Dear ****,
  
  We are sorry that our conditional coverage did not meet your expectations. We appreciate you providing your feedback as we are continuously looking for ways to improve.
  
  Our full scope of coverage, including that proof of loss is necessary, is presented and agreed to at the time of purchase.
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact shortly.
  
  Best,
  
  Refund Protection Support

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was online purchasing tickets for Six Flags and was offered the protection plan from ******** to protect my purchase. So I went ahead and purchased the protection because the weather here in ********** can change and can cause six flags to shut down making the protection plan worth its money. However, when I completed my purchase, I realized I bought tickets for the ***************** location, instead of the **********. I proceeded to request a refund via the fan shield website, and it was told that accidental purchase is not covered under their policies and cannot issue a refund.

  

  Business Response

  Date: 03/21/2025

  Hello Jonathan ,
  
  We are sorry to hear that you are unhappy with your experience.
  
  Our product is intended to provide coverage for emergency situations that prevent you from arriving to your event due to an unforeseen situation such as illness, injury, mechanical breakdown, and more. When managing requests, our priority is to keep the process as simple as possible but there are conditions listed within the terms that we are bound to comply with.
  
  If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. A dedicated agent will be reaching out to you through a direct channel.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 03/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ********
  
   
  

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased reservations at *********** and suites Fairgrounds *****, ******* and had to cancel the reservation but I had bought protection service for cancellation. I metthat qualification. They agreed to it and submitted the refund but they submitted it to the wrong Venmo account. Mine is ****** Dash white Dash 38 I dont know what the number was. They submitted it to but I do know that it was received, but the receiver refuses to return the ******** is not my mistake. It started out with fan Shield Went from there to the distribution center and from there it went to *****. Ive contacted all three numerous times Ive gotten absolutely nowhere. The was $326.51. Id appreciate anything you can do to rectify this problem. Ive given it my all its been several weeks gotten nowhere and I did payfor the extra insurance, which I said earlier, I did qualify for they did approve that, but it was where they sent the money when it messed up and it was the original sender that messed it up. You have my number. My name is ****** ***** ************ Id appreciate anything you can do. Thank you so much

  

  Business Response

  Date: 03/10/2025

  Dear ******,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. A member of our team will reach out directly through a private channel to address your concerns.
  
  Kind Regards,
  
  Refund Protection Support