Complaints
This profile includes complaints for Protecht Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 147 total complaints in the last 3 years.
- 55 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/13/2025
Type: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.
After a confirmation that a ticket has been purchase, I dont think its fair to provide where and when I work to a third party. That is never required for an event anywhere in *******!
Business Response
Date: 05/13/2025
Dear ******,
Thank you for reaching out 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 or having PTO denied.
If your situation meets the coverage requirements for our Work Travel Conflict protection detailed in your terms and conditions, please contact us at ************************ and we will be happy to expedite your information to your refund request and have it reopened on your behalf.
Warm Regards,
Refund Protection SupportBusiness Response
Date: 05/13/2025
Hello ******,
Thank you for your reply. You and your experience matter to us. We have reached out to you directly through a private channel to address your concerns.
Sincerely,
Refund Protection SupportCustomer Answer
Date: 05/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, I will wait for the business to perform an action and, if it does, will consider this complaint resolved.
Regards,
****** ****
Initial Complaint
Date:05/01/2025
Type: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.
A ************************ emergency was issued for the day of event I planned to attend. In anticipation of the weather event, the host moved the event to a day earlier. They moved the event up to 2PM on a Friday instead of 5PM on a Saturday. I work 9-5pm on Fridays, so obviously my family and I could not attend the event. At this point I was thinking, "I'm glad I bought that FanShield (by Protecht Inc) policy for this exact situation." After submitting a claim, they emailed back with scripted denial responses to every email I sent. They didn't even have the correct event date on their first response. I was a fool for thinking that Protecht would actually honor the terms. Their coverage is a scam. They don't even try to help you.Business Response
Date: 05/05/2025
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 SupportInitial Complaint
Date:04/28/2025
Type: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.
Do not offer rain coverage if you will not honor it.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 SupportBusiness 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 SupportInitial Complaint
Date:04/17/2025
Type: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 ticketBusiness 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 SupportInitial Complaint
Date:04/14/2025
Type: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 SupportInitial Complaint
Date:04/14/2025
Type: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 SupportInitial Complaint
Date:04/14/2025
Type: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 SupportInitial Complaint
Date:04/11/2025
Type: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.
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: 04/14/2025
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 SupportBusiness 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
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