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:11/03/2023
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 9/24/2023, I purchased tickets for my wife and I to attend *************************** (near *************) for Halloween celebrations on 10/20/2023. I purchased ticket insurance through this company, which clearly advertised the full purchase price would be refunded under certain circumstances, INCLUDING illness. Unfortunately, I contracted COVID 19 and we were not able to attend. I made a claim to this company online (email) on 10/19/2023 per its claim reporting policy. I received an email response stating they needed a "doctor's ***** documenting the illness. On the same date (10/19/2023) I provided a screenshot of my POSITIVE COVID HOME TEST via email. The company has failed to respond to that documentation, and my attempts to call them are met with a recording which then HANGS UP on you. I do not have a way to upload my email correspondence at this time but can supplement this file. If not resolved through BBB, I plan to file complaints with the *******************************, ** and OH *********** of ********** and the respective state Attorneys General offices for Consumer Protection.
Business Response
Date: 11/06/2023
Dear ***,
Thank you for sending this. We are thankful for the feedback and value you. A member of our team will reach out directly through a private channel.
Kind Regards,
Protecht/FanShield
Initial Complaint
Date:11/01/2023
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.
Bought insurance for an event because I am a physician whose schedule can change. I was called into work on the day of the event and submitted my claim, thinking it was a valid reason for reimbursement. I provided documentation on official company letterhead confirming my work schedule. Ultimately, I was denied coverage because my situation did not fit under the explicitly stated coverage criteria, although my situation did not fit under the also explicitly stated exclusion criteria. The company chose to reinforce one aspect of the contract while intentionally ignoring the other aspect to get out of fulfilling the insurance policy. After a review of not only the policy but also the purchasing process, it is apparent this can qualify as false advertising, which is enforceable under the federal ****** Act. The company misrepresented the nature, characteristics, and quality of services.Business Response
Date: 11/02/2023
We deeply value your feedback, and we want to emphasize that your concerns have been meticulously documented. To ensure a prompt and effective resolution, a dedicated member of our team will establish contact with you through a confidential channel. We genuinely appreciate your input.Initial Complaint
Date:10/31/2023
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.
Unable to attend event due to illness insurance did not refund ticket purchaseBusiness Response
Date: 11/02/2023
We place great importance on your valuable feedback, and we want to stress that your concerns have been carefully noted. To expedite a thorough and efficient resolution, a dedicated team member will establish contact with you through a private communication channel.Initial Complaint
Date:10/23/2023
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 paid this company money to insure my tickets in case something came up. My grandfather has dementia and was no longer able to go. I let company know but they said I need a dr **** from my grandfather saying he was unable ti attend. My grandfather's dr isn't allowed to disclose medical records or information. This violates hippa. I tried to explain that to the company. No dr is going to give an excuse to a third party. It's ridiculous.Business Response
Date: 10/24/2023
We greatly value your experience and feedback, as they are essential to us. Rest assured that your concerns have been genuinely heard. To ensure a swift and effective resolution, one of our dedicated team members will be in touch with you privately. On that call, we will discuss all available options to get us the documentation our insurance providers require in order to resolve your claim.
Sincerely,
FanShield
Initial Complaint
Date:10/17/2023
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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have refunded me the $66. However, if you feel that there is a case to be made for false advertisement, then I would be ok if you wish to investigate further etc.
Regards,
*********************************
oncert etc.. Their request is ridiculous. I don't know whether they even have this stipulation in writing somewhere, but if they do, it is probably in some section in tiny letters, because to me this simply seems like a trick to get people to buy the insurance and then deny them payment. This is unacceptable and maybe even qualifies for false advertising. I am requesting that BBB help me get a full refund in the amount of $66.00 for my concert tickets. Thank You,*********************************Business Response
Date: 10/17/2023
Dear ******,
Your experience is important to ** and we value your feedback. A member of our team will contact you directly to address these issues. You should hear from someone within the next ***** hours.
Kind Regards,
FanShield
Initial Complaint
Date:08/23/2023
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.
My friend and I were going To take her kids and grandkids to ******** kingdom July 10 and 11 so I made reservations. But we ended up canceling them on July 9th due to her mother being hospitalized. As we need to stay close to home. I purchased the insurance when making reservation so if something happened I wouldn't have to fight to get my money back. Well here u am fighting to get my money back.I have provided everything they have asked for and they denied my refund. Even though I canceled with in 24 hrs of arrival time. I just want my money back. Family emergencies take priority over anything else in life.Thank you *******************Business Response
Date: 08/31/2023
We have received your complaint concerning your claim. Your concerns are important to us, and we genuinely appreciate your feedback. Our team will be in direct contact with you to delve deeper into this matter and discuss it comprehensively.
Thank you for taking the time to share your thoughts with us.Sincerely,
FanShieldInitial Complaint
Date:08/22/2023
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 3 tickets for ************* wine fest plus the insurance just in case something were prohibiting me to go, which I have to work and cant make it there, the tickets were ****** plus ***** for the insurance, I have sent all documentation that was provided and the choice I made was that I will be working but not out of town all Im asking is for the above company to be held accountable for refunding my money, when the insurance was purchased there was nothing said for the stipulations of if we had to cancel, please help me in response to this matterBusiness Response
Date: 08/23/2023
We received your complaint regarding your claim.
We value you and understand your concerns and we will be contacting you directly to discuss this further.
We thank you for your feedback.
Sincerely,
FanShieldInitial Complaint
Date:08/03/2023
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 bought a ticket to go see a band in *******, *************. I live in ********************, about 3 hours from the venue. There is severe weather heading through the area at the time I would have been driving. I bought ticket insurance just in case something arose and it did! There's going to be thunderstorms with quarter sized hail and wind gusts up to 60 MPH and I am not going to risk going for that long a ride. I requested a refund and have been going back and forth with this company for hours! They asked for proof, I sent them proof over and over again and they are still refusing to give me a refund. Total RIP OFF!!! I just want my money back and be done with these scamming thieves. Thank you.Business Response
Date: 08/04/2023
We received your complaint regarding your claim.
We value you and understand your concerns and we will be contacting you directly to discuss this further.
We thank you for your feedback.
Sincerely,
FanShieldInitial Complaint
Date:07/19/2023
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.
The concert for ************************* was cancelled in ************. I paid for the protection plan, I was told by the venue to contact the company in question for the protection plan refund. So I did and they are refusing to refund me and anyone else who purchased the protection plan because it was cancelled. However I cannot go to the concert, nor was it anything I could control so I do not understand how they can keep these funds for an event that was cancelled out of my control!Business Response
Date: 07/21/2023
We are sorry that you were disappointed by your experience. We are contacting you directly through a private channel to address your concerns. Thank you for your communication.
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