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:12/03/2024
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.
Good day,
I spoke with a representative about 8 days ago stating my case would go for an internal PO review. I stated my points verbally with representative over the phone. I was told I would hear back by Thursday Dec 5th due to Thanksgiving Holidays. I have however not heard back from aside from a few satisfaction rating emails.
I am still awaiting for this to be resolved.
Thank you
***
Business Response
Date: 12/03/2024
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,
Refund Protection SupportBusiness Response
Date: 12/09/2024
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 immediately.
Thank you,
Refund Protection SupportCustomer Answer
Date: 12/12/2024
Please see response I received over email today
"Hello ******,
We are reaching out on behalf of our Refund Protection customer support management in regards to your open refund request that you have with us. While your request is not a covered reason under your protection, we do want to offer a refund for your protection plan payment. Please note if you confirm you will receive a refund of $**** CAD. Please understand that the protection you purchased does not currently cover the request, and, we both are bound by the specific terms of that policy. We look forward for to your reply.
Best Regards,
Customer Experience Management"I am not looking for the refund of the cost of the insurance. I want my insurance policy to be fulfilled. The statement that my protection purchase does not cover the request is false. It's the unreasonable request of an employers letter as proof to my claims that is being disputed. I do not have to provide proof from my employer especially when I find I provided reasonable documents highlighting my work profile and title. I continue to find your reasons to denying me to be unreasonable.
Thank you
***
Initial Complaint
Date:11/26/2024
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.
Your message is inconsistent with the customer service messaging I have received. You are now saying there is NO coverage for work travel, however, your company asked for my flight tracking information (violation of several pieces of private information) to prove I was traveling during the time of the event. You also requested a SIGNED letter from my employer on letterhead, which violates my privacy and put consumers in a difficult position with their employers. There are countless reviews online showing that your company consistently refuses refunds to consumers who have purchased protection for their tickets that you clearly do not intend to approve.Business Response
Date: 12/02/2024
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, self-employment, 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: 12/03/2024
Dear ****,
Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. Your request was originally rejected because self-employment is an exclusion in the terms and conditions, however, we are attempting to contact you to discuss alternate options.A dedicated member of our team will be in touch with you through a private channel immediately.
Best Regards,
Refund Protection SupportInitial Complaint
Date:11/19/2024
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.
Not at all able to communicate with Protecht/ Fanshield over the telephone. Not able to speak with a human.Business Response
Date: 11/21/2024
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,
Refund Protection SupportInitial Complaint
Date:11/16/2024
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 ordered tickets to an amusement park and this coverage was added in error. I am following the instructions in the email to cancel coverage but I get an error saying it cannot be voided. When you call their customer service number they tell you to follow the link on the website. I am reading accounts if others having the same issue. I'm concerned I've been scammed.Business Response
Date: 11/18/2024
Dear ****,
Thank you for providing this review, we apologize for the technical difficulties. 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:11/08/2024
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.
This **mpany offers insurance protection of tickets that you purchase for **ncerts/shows. Something I purchase for trips/shows, etc. I purchased this **verage for a Christmas **************** show thats **ming up on November 30, 2024. However, I have JUST been dx with an olfactory neurooblastoma, a malignant tumor that requires emergency surgery/craniotomy in 2 weeks. This will be 10 days prior to the show. I will be not only in re**very, but may not even be able to speak after this major surgery. I have already submitted this documentation to ANOTHER insurance ** (Asurion) for another show and it took 10 minutes and had my approval in less than 24 hours with money refunded in that time. There are NO phone numbers except to tell you to email them where you get a reply saying they will get back in 3 days and to go to the website which says itll send you a login link, which it does NOT. I DONT HAVE TIME FOR THIS! I have more scans, preop and forms to get in order and these in**mpetent people dont want to refund money! There is ZERO CONTACT INFO! My time is running out. I told Fox Theater how horrible this experience has been **mpared to Asurion and how last time was the same. They need to dump Protecht. EMAIL ME.Business Response
Date: 11/12/2024
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,
Refund Protection SupportInitial Complaint
Date:11/07/2024
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 can not waste anymore time dealing with these frauds.
I have resubmitted several times and they keep twisting things. Not once were these new terms ever made known when I bought "protection". They are only protecting themselves and the race organizers, not the consumer.
Business Response
Date: 11/12/2024
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.
If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. You can locate your protection terms through the email that was sent right after your marathon purchase was made, Please contact ************************ for further assistance.
Kind Regards,
Refund Protection SupportBusiness Response
Date: 11/13/2024
Hello *******
We are sorry to hear that you are dissatisfied with our conditional terms and conditions.
Our emergency situation protection details what is refundable at the time of check-out and also immediatly after the purchase is made allowing you 14 days to void your protection for a refund of the protection cost if you are not satisfied with the terms and conditions.
A dedicated member of our team will reach out again to provide further assistance.
Thank you,
Refund Protection SupportInitial Complaint
Date:10/29/2024
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 purchased insurance through FanShield for *********** tickets for a trip on August 10th, 2024. The night before my daughter got the stomach flu and was throwing up, so we decided not to go to ***********. My daughter did not see a doctor at the time of the event. We later found out she has ************** and was most likely the cause for the upset stomach. I submitted a ticket and was told that I need a ticket from my Doctor stating that it was recommended that she did not attend the ticket. When I spoke to the doctor's office they refused giving a letter due to the fact that they could not determine if that was the case about the disease and due to that they did not see her. I was not able to redo the ticket since I already submitted it. I believe this company finds a loophole and just take a customer's money. I know $12.99 is not a lot of money that I paid for the insurance, but I lost $145 total due to buying the tickets not able to resell them. My name was on the tickets and the season ended. I asked to resubmit the ticket even after explaining my doctor was unable to write the letter and it was completely ignored and re-requested a letter from my doctor. This should not be an issue at all for refunding a person's money.Business Response
Date: 10/29/2024
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 doctors recommendation or PCR test 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,
Refund Protection SupportInitial Complaint
Date:10/28/2024
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.
They sent a generic response. I've been waiting since October 10, 2024 on a refund. They copied and pasted that response with no time frame for resolution.Business Response
Date: 10/28/2024
Hello,
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 SupportBusiness Response
Date: 10/31/2024
Hello Chakunna,
Per our direct email to you, we are requesting the required supporting document for unforeseen severe weather. We will reach out again with options on what can be provided for your request but are unable to proceed with out any documentation per the protections's terms and conditions.
A dedicated agent will reach out immediately.
Best Regards,
Refund Protection on behalf of Hotelplanner
Initial Complaint
Date:10/24/2024
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.
Hi. I bought ticket for *****************, ** for 11/2 and bought the protection plan. However it is the same date ************ Parents week. The college sent the different date in their previous email so I didnt know it is the same day. The companys policy for refund reason is ridiculous and even asked the backup document. It is not a day before cancellation. They still have more than a week to sell the ticket. It is definitely against customer right. I need your support.Business Response
Date: 10/25/2024
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.
If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. Please contact ************************ for further assistance.
Kind Regards,
Refund Protection SupportInitial Complaint
Date:10/24/2024
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.
Made reservations on August 4, 2024 with ******************** ********* for Aug 24, 2024 and check out on Aug *******. The Itinerary# H9014959. They advised me that the reservation was nonrefundable and that I could purchased a Refund Protection Plan. So I did the refund protection plan number is 41524141-0053-0000-03ce-858a4a39b356.The protection plan was for $13.31 and the total that I was charged was $169.86.On Aug 20, 2024 I filed a refund request and sent them all the documents they asked for, which were 2 doctors excuses. I have not heard anything since. and there only numbers give you ************ an recording and are not able to talk to anyone. They only tell you to send email to: [email protected] have called the **************** and all they tell me that is been approved but they don't understand why I haven't received my refund. and I have called them 5 times and still no refund.Business Response
Date: 10/25/2024
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. Your current note has a return to actives on your reservation date which is advising you are able to attend your reservation.
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 Support
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