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

  4517 N 12th St Phoenix, AZ 85014-4202

  
• 

  Protecht Inc

  3424 Via Oporto Newport Beach, CA 92663-3941

  
• 

  Fanshield, LLC

  222 S Main St Salt Lake Cty, UT 84101

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:03/03/2025

  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 am filing a complaint against FanShield/Protecht regarding the denial of my purchase protection claim for Broadway show tickets scheduled for March 2, 2025. I purchased this protection in good faith, yet the company is enforcing unreasonable documentation requirements that are not only impractical but also raise concerns about medical privacy.I purchased the tickets to celebrate my grandmothers birthday, but she tested positive for COVID-19 and, per her assisted living facilitys strict policies, was not allowed to leave her room due to ongoing symptoms. When I submitted my claim, FanShield/Protecht required either a doctors note confirming her diagnosis or a PCR test result. This requirement is both unfair and unrealistic for the following reasons:Logistical Barriers My grandmother was in quarantine and could not visit a doctor or testing site.Unnecessary Financial Burden A doctors visit would have resulted in additional medical costs.Privacy Concerns Requiring proof of a private medical diagnosis raises HIPAA concerns.Despite explaining these issues, FanShield/Protecht refused to provide a reasonable alternative for verification. This policy fails to accommodate real-world restrictions placed on individuals in medical quarantine.I request that the BBB investigate this companys handling of claims and require them to adopt fairer verification processes. Additionally, I seek a full refund for the unused tickets.

  

  Business Response

  Date: 03/06/2025

  Dear *******,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. We are showing your request was approved on 3/3/25. If you are having trouble with your payment, please contact us at *********************************************************
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau,
  
  I have reviewed the businesss response regarding complaint ID ******** and can confirm that I have received a refund. However, I still disagree with their policy requiring proof of a COVID diagnosis through only two forms: a positive PCR test from a medical facility or a note from a physician stating that I am sick and should not attend the event. Both of these options require leaving home while testing positive, which creates the risk of spreading the illness and places an undue financial burden on individuals due to medical expenses. These requirements are unreasonable, especially considering that COVID is now a common illness and current medical guidance recommends home testing and avoiding leaving the house while positive.
  
  Regards,
  ******* *****
  
  
  
  
   
  

• Initial Complaint

  Date:02/27/2025

  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 refund protection, submitted all documents, No customer service agent will call me back. Every time I submit the "required further document" they come back with something else. My parents were unable to fly in the day of the concert in which I brought insurance for. I provided proof they were not able to make it as well as proof of insurance purchase. It says I have 30 days and it approaching over 2 weeks of just email tag.

  

  Business Response

  Date: 02/28/2025

  Dear *****,
  
  We appreciate you reaching out regarding your experience with our coverage.
  
  As stated in our terms and conditions, we provide coverage for unforeseen circumstances that would prevent you from arriving to your event or reservation that meet the document requirements.
  
  A dedicated representative will be in contact through a private channel to discuss additional options with you.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:02/19/2025

  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 bought insurance for tickets I purchased on Feb. 2 2025 for a show on Feb. 16 at the *********** in *******. We had a heavy rain and wind storm on Saturday causing flooding in my girlfriends apartment. We were not able to attend the show waiting for maintence. I showed proof from the apartment for the work order and complainy. Fanshield denied me! Scam, scam,scam. They actually asked for a police report?

  

  Business Response

  Date: 02/19/2025

  Hello *****, 
  
  We appreciate you reaching out regarding your experience with our coverage. 
  
  As stated in our terms and conditions, we provide coverage for unforeseen circumstances that would prevent you from arriving to your event or reservation that meet the document requirements. 
  
  A dedicated representative will be in contact through a private channel to discuss additional options with you. 
  
  Best Regards, 
  
  Refund Protection Support

• Initial Complaint

  Date:02/13/2025

  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.

  Saturday afternoon, we signed up for a local race at $60 per person. We added the insurance from fanshild because it is a few months away. Shortly after registration, we realized that we would be out of town. We contacted fanshield and the denied our request. They want a letter from our employer. This is something that cant be provided. This company is guilty of bait and switch and now I see terrible reviews. I am asking for $120 (the cost of the 2 registrations) back.

  

  Business Response

  Date: 02/13/2025

  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.
  
  If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. Please contact ************************ for further assistance and we will be happy to help. 
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 02/13/2025

  I paid for insurance in the event that we could not make the event. We submitted evidence that we could not make the event. What else do you need? I am not asking for a full refund. Only the $120, the cost of the registration. I didnt read your reviews before purchasing this insurance. Please refund this one time as a courtesy. 

  

  Business Response

  Date: 02/18/2025

  Hello ******,
  
  Thank you for taking the time to leave this review regarding your coverage. We're sorry to hear your experience with us did not meet your expectations.
  
  We're always looking for feedback and ways to improve our customer's experience, and appreciate you reaching out. To discuss this matter further, a representative will be in contact shortly. 
  
  Best Regards, 
  
  Refund Protection Support

  Customer Answer

  Date: 03/07/2025

  we submitted our request for a refund WEEKS ago and have been given the run around. This company baits people to purchase their insurance then will not pay when needed. More and more information is requested, terrible reviews all over. I want our $120 back that was requested. 

• Initial Complaint

  Date:02/03/2025

  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 am submitting a formal complaint regarding a refund denial I received from ****************** for claim clm_rbkZBxEG. The denial was based on incorrect timestamps in their system, which do not accurately reflect the Eastern Standard Time (EST) zone in which my test was conducted.What Happened On February 1, 2025, I took a Curative SARS-CoV-2 Assay (RT-qPCR test) at a City of ********** testing site. The official timestamps on my results state:Collected: 09:11:05 PM EST Received: 09:25:08 PM EST Released: 09:28:02 PM EST However, their system mistakenly recorded the test in a different time zone, making it appear as though my results were received and released before my actual test was conducted. This led to the denial of my refund under the incorrect assumption that the purchase was made after the results were ************* This Could Have Happened It appears that ************* system defaults to a different time zone or failed to adjust timestamps correctly, leading to an error in processing my test results. As a result, my refund was wrongfully denied based on an inaccurate timeline.Proof Provided I have attached my COVID-19 test results, which clearly show the correct Eastern Standard Time (EST) timestamps. This confirms that the test results were not available before my purchase, and therefore, the refund denial is based on a system error rather than factual evidence.Resolution Requested I respectfully request that ************* re-evaluate my refund request under claim clm_rbkZBxEG, considering the correct time zone data. Additionally, I encourage them to address this system discrepancy to prevent other customers from experiencing similar unfair denials in the future.I appreciate your time in reviewing this matter and look forward to a fair resolution. Please let me know if any further documentation is required.

  

  Business Response

  Date: 02/04/2025

  Dear *******,
  
  Thank you for providing your feedback regarding our conditional coverage. We are sorry to hear that you are not satisfied with the requirements.
  
  Our illness/injury coverage is intended to cover our customers and companions if they are unable to attend their event due to an unforeseen illness or injury. Our system is showing an effective protection purchase date after your test was taken which is why is was considered not unforeseen.
  
  A dedicated agent will be in contact shortly to discuss your situation further to see if we have additional options.
  
  Best Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 02/04/2025

  unsure what Im supposed to do, the complaint was just sent to the business

  

  Business Response

  Date: 02/05/2025

  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 member will be in touch with you via a private channel.
  
  Thank you, 
  
  Refund Protection Support

  Customer Answer

  Date: 02/06/2025

  I have not heard back yet, please refund me

• Initial Complaint

  Date:01/30/2025

  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 ticket insurance and cannot make the event due to illness - sent info but not accepted want more from my ***

  

  Business Response

  Date: 01/30/2025

  Hello ********,
  
  Thank you for bringing this to our attention. You and your experience matter to us. We will contact you directly through a private channel to address your concerns immediately.
  
  Sincerely, 
  
  Refund Protection Support

• Initial Complaint

  Date:01/28/2025

  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.

  On Friday 01/24/2025 afternoon I purchased 3 tickets to see a Monster Jam event on the ************** for Sunday 01/26/2025 plus the insurance if any cancellation was made, that same day things came up and I had to file a refund claim due to some water leaking and sink leaking at my house. I provided proof receipts of materials that was bought to do the repair with date and time and pictures of the job being repair, plus letters stating the reason of cancellation. Provided pictures of the 3 tickets and the receipt of the tickets. Now Im being asked to provide more information (receipts) of the company that did the job repair, and I informed them that it was not going to be possible because the person that did the job was my husband since he has skilled knowledge of roofing; he is a handyman. Now FanShield wants me to recheck the refund options they have to make another claim, basically to lie. I provided enough proof and enough information for a refund to be made.

  

  Business Response

  Date: 01/29/2025

  Dear Famercis,
  
  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. The parts receipt provided was dated 1/24/2025 - date of event purchase - with an event date of 1/26/2025. 
  
  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

  Customer Answer

  Date: 01/30/2025

  Yes, the receipt of the materials bought are from 01/24/2025, and it was bought after I purchased the 3 tickets for the event, which mean that the emergency of the house came after the purchase of the tickets. My husband who was the one in charge of the repair since he has roofing experience as previously stated, inspected the roofing and the kitchen sink leaking, after that we decided that we wouldnt be able to assist the event, since it was something that couldnt wait and needed immediate assistance. Now 01/25/2025 some repairs were done, but it was not completely finished, now by 01/26/2025 which was the day of the event, as stated on a letter that I sent via email to you (FanShield) my husband was able to finished by 8:30 pm and this is because it was him and some other folks that have knowledge of roofing that lend him a hand. We dont have a company like I said and I cant provide you a receipt of a company that shows that did the repair because my husband did it. I provided everything you are asking for in order for the refund to be made; I was told to choose another claim option by you (FanShield) to get my refund, but I will be providing false information, and my refund claim does not fall in any other options that you (FanShield) have.

  

  Business Response

  Date: 01/31/2025

  Hi Famercis,
  
  We appreciate you reaching back out regarding your experience with our coverage - a dedicated agent has attempted to contact you regarding your refund request.
  
  As stated in our terms and conditions, we provide coverage for unforeseen circumstances that would prevent you from arriving to your event or reservation that meet the document requirements that occur on the day of your event

  The following documentation is required:

  Urgent Home Repair Documentation - Documentation of the Home Repair, including the date and time it is scheduled to occur and a statement of why You are required to be present during the repair. 
  
  We will reach back out to discuss additional options with you.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:01/20/2025

  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 booked a hotel for work purposes. The dates changed, so I had to rebook. The site would not let you change the dates, so I asked for a refund. I provided all the proof, they have denied it. From the time that I booked it to the time I requested a refund it was 1 minute. The website looks like the hotel, the emails looks like its the hotel, but its a 3rd party. I provided them all the proof they asked for and denied it because change of dates on the event was not a reason. Changing dates is also not a reason they can refund. Its deceptive practices! I don't think that the site allows you to say no you don't want insurance, because I didn't click on it. I just want the money back.

  

  Business Response

  Date: 01/21/2025

  Dear Chastity,
  
  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 changes in work schedules or if a reservation is no longer needed for a non-covered reason.

  Please note that we do not book hotels on our end and only have access to the conditional protection portion when ************ adds it to reservations they make. Our management team will reach out to you immediately to discuss this further. 

  Warm Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 01/21/2025

  If the hotel room was not booked, why wouldn't the entire amount be refunded? It was 1 minute. Your keeping money not due to you.

  My work schedule didnt change the EVENT changed. It was a job fair that dates changed. 

  Any company would allow for a date change.

  

  Business Response

  Date: 01/24/2025

  Hello Chastity,
  
  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 member will be in touch with you via a private channel.
  
  Thank you, 
  
  Refund Protection Support

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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.

  Bought the additional refund insurance for $** dollars. I tried to get a refund for my stay and sent them the required doctors note that I had surgery. They still refuse to refund my money for the hotel. I also had 14 days to refund the original buyers insurance for the $** dollars but the website does not allow you to select the purchase invoice. This is clearly a scam and total violation of my medical HIPPA Rights with regards to uploading my medical documents.

  

  Business Response

  Date: 01/16/2025

  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. The doctor's note provided is dated a few days before your purchase date which is not considered unforeseen.
  

  A member from our experience team will be in contact through a private channel shortly to provide you with a contact who can help.
  
  Warm Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 01/16/2025

  I have sent proof of two surgeries that require strict bed rest and would not be able to travel.  You chose to ignore both documents from my surgeons and requested additional HIPPA privacy medical notes from my doctor.  This is very unprofessional and unethical business practices. 

  

  Business Response

  Date: 01/21/2025

  Hello *******, 

  We received an update that your reservation has been refunded at this time. 

  We will reach out directly to provide additional information regarding the request that was refunded by ************. 

  Best Regards, 

  Enhanced Refund Protection Support 

  Customer Answer

  Date: 01/30/2025

  
  
  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:12/21/2024

  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.

  Booked hotel room and had no knowledge i was buying their refund protection.

  

  Business Response

  Date: 12/23/2024

  Dear *****,
  
  Thank you for notifying us of this. You are valuable to us and your feedback is appreciated. We understand that you are not pleased with your experience receiving protection through your HotelPlanner purchase.
  
  We are happy to void the protection and refund your associated fee. A member of our team will contact you directly to discuss the matter, but we will proceed to void the purchase immediately.
  
  Kind Regards,
  
  Refund Protection on behalf of HotelPlanner

  Customer Answer

  Date: 12/23/2024

  
  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,
  
  ***** ******