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

  
• 

  Protecht Inc

  4517 N 12th St Phoenix, AZ 85014-4202

  
• 

  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:08/07/2024

  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 for this event due to just in case. I went to the event say 1. I was walking to the event at ****** furnace at the water front in ********** **. I tried and twisted my ankle I sat outside for ab hour and decided to try and go in because my favor bads were playing. I went in for an hour and a half could not stand. So I went home and googled what to do for a sprained ankle. Reaches out and was told not to go to the doctors due to just being a sprain go home ewat for a couple days and ice. So I did that. I placed a request for a refund for 1 days because I chose to go in and stand for an hour even though I sprained it at the location of the event due to uneven ground and gravel. They told me they do not do half refunds. I said then what's the point of the insurance. I bought it just in case twisted my ankle and NO WHERE in the contract does it say you do half refunds.

  

  Business Response

  Date: 08/09/2024

  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,
  
  FanShield/Protecht

  Customer Answer

  Date: 08/10/2024

  Hello.

  I know your stating the "correct" documents were not provided. I did not go to a hospital at 730 at night because this would have been another 500 down the drain that would have been lost just like the 500 I lose buying this concert ticket. I have asked about the issue with getting HALF of my money back nor even all and you all have just sat here and gave me every excuse in the book. This insurance is a scam and does not protect the buyer. A money ponzi scheme for your company to get rich of people who are as gullable to believe this insurance actually protects the buyers. Also I would like to state in your contract it does NOT state that you do not give half refunds. And the insurance I bought would cover day 1 and 2. Also I did not go to the emergency room that day because it was an injury that would waste doctors and nurses time to tell me to ice and rest. Like the doctor told me when I called them on Monday.

  Thanks

  Sara 

   

  I already responded to tou on an outside email you tried to contact me with, with this same response. 

  

  Business Response

  Date: 08/12/2024

  Hello ****,
  
  We appreciate you reaching back out.
  
  Our full scope of coverage, including that proof of loss is necessary, is presented and agreed to at the time of purchase. Any and all refund requests will require some form of a supporting document. 
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact shortly.
  
  Best Regards,
  
  FanShield/Protecht

  Customer Answer

  Date: 08/15/2024

  Hello,

  So the festival happens Saturday and Sunday.  When my doctors office is not opened. The orginal response that was asked was with a HALF refund.  I was reached out stating my case is going to take basically 2 weeks to review. When people buy this insurance we hope that this would cover effects like this. Not read a 11 page contract that explains for reason you CANNOT do it. This is the second time with this festival something has happened. I reached out to my doctor to get your form and they said they could fill it out because I wasn't seen thr day of event because it was a Saturday at 7pm when I was hurt. Obviously the doctors office was closed same on Sunday.  And here we are Monsay. I have a job to attend to because I have bills to pay. I really don't understand where the issue or the problem is on this. 

  Thanks

  Sara 

• Initial Complaint

  Date:08/02/2024

  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 hotel 2 nights on June 8th. Purchased Refund Protection with it. Stay was for August 2-4th. On June 25 husband was diagnosed with Pancreatic Cancer stage 4. Cancelled reservations at ******************** so we can get appointments at ************* for Biopsy, appointments, schedule Chemo, try to start getting care necessary to at least prolong life some. Protecht Inc aka FanShield refuses to give full refund without Dr NOTE on his letterhead stating he doesn't advise traveling...it's stage 4 deadly cancer...that shouldn't need a Dr ********** to mention Doctors inform and education patients of advantages, side effects etc of courses of action. They expect patients to make good decisions based on the facts they provide. We are not kids in Jr **** that need to be specifically told what to do and not do. Besides, this is refund protection we purchased to protect against the unforseen occurance. To ask for specific medical reports is a violation of HIPPA Laws, thus was cancelled with ample time to rebook this hotel room, which I'm sure was done. I would expect the entire $476.88 to be refunded, or what was the point of Protecht Inc Refund Protection??

  

  Business Response

  Date: 08/05/2024

  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. As stated in the protection terms, proof of loss is required and can be provided in the form of a basic doctors recommendation as long as the document includes your name, a recommendation against attendance, and a date in alignment with your event - no diagnosis or personal details are required.

  A dedicated agent will be in contact shortly to discuss your situation further.

  Best Regards,

  FanShield/Protecht

• Initial Complaint

  Date:07/23/2024

  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 May 24 2024 I had reservations to stay at the ************ at the ******** in ****** for mine and my wife's 10th Aniversery . She was not feeling well when she came home from work and we cancelled. I was switched to the Fan Page website who booked the hotel . The price of the room was $219 . i did purchase cancellation insurance from ************ The total charge for one night was $352 , This included all fees including cancellation insurance from Protect.I asked for refund from the westin hotel and Fanpage. Both denied and referred me to Protect for mu refund. Protect sent the link ******************************** The webite is non functioning . After repeated attemps to request a refund i have had no response. I paid for refund insurance and have not received a refund .

  

  Business Response

  Date: 07/23/2024

  Dear *****,
  
  Thank you for providing your feedback. Your experience with us holds significant value and we want to ensure your concerns are addressed immediately. One of our dedicated agents will be in contact through a private channel to discuss this further.
  
  We sincerely appreciate your input.
  
  Thank you,
  
  FanShield/Protecht

• Initial Complaint

  Date:07/19/2024

  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 Fiesta Texas and purchased ticket insurance through fansheild. I have sent many emails with no response and you cannot get a person on the phone. They has stated they will call me within 3 business days and I have have still it received a call and it has been over a week. We were not able to make the purchased event due to hurricane ***** that hit ******* on 7/5 I was out of power until 7/15 and the city was shut down. They are asking me for a police report and and insurance claim that have nothing to do with why I could not make the event.

  

  Business Response

  Date: 07/22/2024

  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, 
  
  Protecht/FanShield

• Initial Complaint

  Date:07/17/2024

  Type:Sales and Advertising 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.

  We had booked 3 hotel nights through a booking company and bought the protecht refund plan. The agent said our hotel had power but when we arrived the Hotel turned us away due to damage from Hurricane *****. I filled a refund request and it was denied. The hotel provided confirmation that they turned us away and no one at Protecht will help us, they have been spinning us in circles and not getting back to us. We are out $700 and need it refunded.

  

  Business Response

  Date: 07/22/2024

  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,
  
  Protecht/FanShield

• Initial Complaint

  Date:07/11/2024

  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 February 29, 2024 I purchased concert tickets and insurance for a concert in **************, ** (quick flight from *********, ** where I live). I purchased insurance knowing that my husband had started a hiring process for a job across the country, with a government agency that could take up to a years length to be completed. The purpose of the insurance purchase was just in case we moved before the concert. July 8, 2024 We found out from the government agency that we will be moving across the country and he will be starting September 23, 2024 (the concert is 28, 2024 so this is a conflict)July 9, 2024 I reached out to file the claim to have a refund and filled out their online form (my case # is *****). I provided the receipt of purchase and a screenshot from one of the emails my husband received from the government agency. July 11, 2024 Protecht/FanShield responded that they will process the refund if I can get a handwritten note from my husband's employer stating he's being relocated. 1 - we are not asking a government agency for a handwritten note for a concert refund (this sounds immature)2 - we cannot ask his current employer because he will give a 3-4 week notice. ****** would inform them of him leaving and puts him at risk of being terminated early which puts our family at risk of not having health insurance for an even longer gap in between employment places.The purpose of purchasing insurance on concerts such as this is for these situations. Requiring a handwritten note or company letterhead is absurd as we are grown adults. I believe I have shown more than enough proof of moving.Furthermore, this is a bucket list item for me to attend this band's concert. I have not seen them in 20 years. If I were to physically still be living on the west coast I would 100% make that concert happen, but I will literally be on the east coast and cannot.

  

  Business Response

  Date: 07/12/2024

  Dear ******,
  
  Thank you for providing your feedback. Your experience with us holds significant value and we want to ensure your concerns are addressed immediately. One of our dedicated agents will be in contact through a private channel to discuss this further.
  
  We sincerely appreciate your input.
  
  Thank you,
  
  FanShield/Protecht

• Initial Complaint

  Date:07/11/2024

  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 made a reservation with a booking online company, then a hurrican hit the area I am traveling for vacation with my kids. Over two million people are with out power. The hotel has sent the full refund to fanshield due to weather conditions. The booking agent has agreed to full refund and I purchased a refund protection from fanshield and I am unable to get fan shield to send my 398 dollars. It is a scam to get people's money they don't respond but every 3 days you can not have a phone conversation with anyone at this company. Only email and each email sent take 3 days even after you send documents they request they still deny refund even though the hotel has already cancelled it and this 3rd party is very misleading on its refund protection and need s to be sued for that very reason

  

  Business Response

  Date: 07/11/2024

  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, 
  
  Protecht/FanShield

  Customer Answer

  Date: 07/13/2024

  I have no desire to speak to you in private I have several times and you have still not provided the refund I paid protection for. This was a natural disaster at no fault of my own and I paid for a protection for this and you still refuse to refund my money

  

  Business Response

  Date: 07/15/2024

  Hello ******, 

  Thank you for reaching back out. We have uploaded your new supporting documents to your refund request and have requested to have it reopened. We have also contacted Hotelplanner again on your behalf due to the natural disaster. We will provide an update as soon as they confirm with us. 

  Best Regards, 

  FanShield/Protecht 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair 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 booked a room at ************ for 6 days on the 1st of July, it turns out my husband was not going to be able to make it I canceled within the first 30 minutes. I bought their refund protect plan for an additional $65. They will not refund my money. I have documentation showing that if youre on a prepaid card which I paid the day before check in and I canceled within the first 30 minutes and they are refusing to refund my money of $842.14, I have documentation showing that they would refund and bought the insurance now they are refusing

  

  Business Response

  Date: 07/11/2024

  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 agent will be in contact through a private channel shortly to work with you directly on additional options. 
  
  Kind Regards,
  
  FanShield/Protecht

• Initial Complaint

  Date:07/10/2024

  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 insurance (paid $47.49) from FanShield (offered by Expedia) when reserving 2 hotel rooms at ************ in Mt. ****. This was to be a birthday celebration for my 92 year old mother. I contracted Covid right before our trip and had to unfortunately cancel. FanShield would not reimburse the cost of the hotel room. The company is a scam. They expect you to jump through so many hoops to get your money back (in this case $279.00). The additional information they required would have cost almost as much as the refund (doctors visit, PCR test - not covered by my insurance).

  

  Business Response

  Date: 07/10/2024

  This is not our compliant

  

  Business Response

  Date: 07/22/2024

  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, 
  
  Protecht/FanShield

• Initial Complaint

  Date:06/30/2024

  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 ticket insurance, on April 19, 2024, for $31.92 to cover 8 tickets ($259.00) to see a Pgh. Pirate baseball game on May 4, 2024. Due to multiple family members coming down with sickness, we were unable to attend the game and get in to see a doctor for documentation. I contacted the stadium and was informed that the tickets would be in the ********* App. and we could exchange for another date. When calling to reschedule the game, on 6/26/24, I was given the phone number to FanShield and told that they would take care of it. I called and they have yet to return my call. I also, purchased parking insurance, on April 24, 2024 (413e6af0-dda2-4338-a5dc-gf7f7d2c1fcec) for $7.98, to cover 2 parking passes that totaled $57.26 to park. Thank you, in advance, for your assistance in this matter. I would like to make an exchange to see a future game in August.*********************** ******************

  

  Business Response

  Date: 07/01/2024

  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, 
  
  Protecht/FanShield

  Customer Answer

  Date: 07/15/2024

  I am writing to you, a rebuttle, regarding the letter from the FanShield Protecht ********** **** Company.  When I purchased the ticket insurance, on April 19, 2024; Order # (460e6eaf-a572-47ae=8cc7-afd188f45415) for $31.92 to cover 8 tickets ($259.00) and parking insurance, on April 24, 2024; order # (413e6af0-dda2-4338-a5dc-gf7f7d2c1fcec) for $7.98, to cover 2 parking passes that totaled $57.26 to park.to see a Pgh. Pirate baseball game on May 4, 2024, I felt safe in knowing that I would be able to transfer the tickets for another game or be reimbursed if we were unable to attend.  After all, what is insurance for?   Unfortunately, illness struck our family, we were unable to attend the game, and get in to see a doctor for documentation.    On May 4, 2024, the **************************** was contacted and we were informed that the tickets would be in the ********* App. which we could exchange for another date in the future. When calling to reschedule the game, on 6/26/24, I spoke with ***** and was given the phone number to FanShield and told that they would take care of it. I also was told that I could request my refund or get help at Protecht.com.   I was unable to get any satisfaction of a refund or exchange ticket dates.   I called and they did not return my call, within a reasonal time period.  This turned out to be more difficult that expected.  When we had decided on another game, we checked in the ********* App and as a result, the tickets were removed from our account. This resulted in many calls to the **************** at ******** in which **** informed me that I would need to take it up with the FanShield Protecht ********** **** company.  Finally,  upon a follow up phone call to PNC ****************r, I was informed, by the supervisor, ***, that the tickets would of been exchanged had it been done before or on the game day that we weren't able to attend. 
  
  
  I'm bitterly disappointed as I got nothing in return for these purchases...just a total monetary loss of $356.16   In my opinion this is an act of fraud.  Whatever you can do to remedy this situatio, I would greatly be appreciative.
  
  Thank you, in advance, for your help in this matter.
  
  ***********************

  

  Business Response

  Date: 07/15/2024

  Hello *******, 

  Thank you for reaching back out. At this time, we are not seeing a refund request ever submitted into our system for a refund. Please also note that per our previous emails, FanShield/Protecht does not have access to update your tickets or transfer them, we only have access to your protection and refunds due to reasons mentioned in the coverage. A dedicated agent is going to reach out through a private channel now with instructions on how to submit your refund request for one of our covered reasons. 

  Best Regards, 

  Protecht/FanShield