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:04/09/2025
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 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: 04/10/2025
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 SupportBusiness 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 SupportInitial Complaint
Date:04/01/2025
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.
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: 04/01/2025
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 SupportBusiness 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 SupportInitial Complaint
Date:03/20/2025
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.
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,
******** ********
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 SupportInitial Complaint
Date:03/09/2025
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 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 muchBusiness 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 SupportInitial Complaint
Date:03/03/2025
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.
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,
******* *****
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 SupportInitial Complaint
Date:02/27/2025
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 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 SupportInitial Complaint
Date:02/19/2025
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 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 SupportInitial Complaint
Date:02/13/2025
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 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: 02/13/2025
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 SupportCustomer 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.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
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