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:02/03/2025
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.
unsure what Im supposed to do, the complaint was just sent to the businessrocessing 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 SupportBusiness 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 SupportCustomer Answer
Date: 02/06/2025
I have not heard back yet, please refund meInitial Complaint
Date:01/30/2025
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.
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 SupportInitial Complaint
Date:01/28/2025
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.
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: 01/29/2025
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 SupportBusiness 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 eventThe 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 SupportInitial Complaint
Date:01/20/2025
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.
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: 01/21/2025
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 SupportBusiness 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 SupportInitial Complaint
Date:01/16/2025
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.
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: 01/16/2025
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 SupportBusiness 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: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: 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 HotelPlannerInitial Complaint
Date:12/11/2024
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 do not accept this. We were having vehicle problems and the concern was such that we couldn't attempt a four-plus drive. I paid extra for trip cancelation guarantee. I did finally take the car to get the brakes examined. The hotel canceled the reservation and I canceled well within 24 hours. I want a refund in total.Business Response
Date: 12/11/2024
Hi *****,
We are sorry to hear that your experience with us did not meet your expectations.
When protection is purchased during the online checkout process, a link to your terms and conditions is provided for review and we have a look period to have your premium cost refunded if you are not satisfied with the requirements and coverage.
Our mechanical Breakdown coverage is intended to protect you if your transportation fails on the way to your event or within 48 hours before.
Warm regards,
Enhanced Refund Protection Team on behalf of HotelplannerBusiness Response
Date: 12/12/2024
Hello *****,
Thank you for providing additional information. A dedicated agent will be in contact shortly to discuss this further.
Best Regards,
Refund Protection Support on behalf of Hotelplanner
Customer Answer
Date: 12/16/2024
I completely reject this company's stance and lack of action. I'd like a complete refund.
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