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:10/23/2024
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.
It is perfectly clear that this companys criteria for receiving a refund for someone who is self-employed doesnt make a lot of sense. In fact, its discriminating against being self-employed.
Sincere Regards
r unpaid workers do not qualify for coverage under this peril."For this covered reason, supporting documentation would include:- Proof of Work Travel Documentation, such as a flight itinerary, hotel receipt, or rental car receipt indicating the departure and return dates - Supervisor Note - A signed and dated note from your supervisor on company letterhead indicating you are required to travel for work-related purposes during the date(s) of the event We would like to do everything we can to approve the refund request. Unfortunately, without the above mentioned documentation, your refund request will not be covered under the agreement. You may provide the documentation to us by attaching it as a .PDF to a reply to this email message.If you have any additional questions or concerns, please contact our Customer Experience team at ******************************* for further assistance.Sincerely, FanShield Refund Advocate Department
Business Response
Date: 10/23/2024
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, having PTO denied, or if you are self-employed per the the terms and conditions within your protection.
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: 10/24/2024
Dear *******,
Thank you for providing additional 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 SupportCustomer Answer
Date: 11/01/2024
Im elated to hear the self-employment clause has been waived that borders on discrimination.
On Friday, October 11th in order for us to arrive in *******, we would had to leave ********** between 2-3 p.m., this while enduring heavy commute traffic. Due to our schedule, we were not able to leave at that time. Making it impossible to arrive in ******* at ********* during their hours of operation 6 p.m. thru 10 p.m.
Initial Complaint
Date:10/21/2024
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.
We booked a hotel through *********** and some scam operator called *********** added $69.00 o the cost of our room. We were not given the option to buy this protection. There is a site to request a cancellation, but it runs on a continuous loop. We feel scammed. This company must be a fraud..Business Response
Date: 10/21/2024
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:10/12/2024
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 booked a hotel through protecht and was told the hotel was a 5 star , got to the hotel and it was sketchy so I asked to see the room before checking in.... got a key and reviewed the room and it was awful....dingy and dirty...a 1 star hotel....I never checked in and signed nothing.... I keep getting hung up on and running into email loopholes... shame on this procesdBusiness Response
Date: 10/15/2024
Dear Rick,
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 HotelPlanner purchase.
Please note that we have nothing to do with the booking process and only have access to the conditional protection that protects you if you are unable to make it to your reservation for a covered reason. 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 immediately.
Kind Regards,
Refund Protection on behalf of HotelPlannerInitial Complaint
Date:10/10/2024
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.
Hotel reservations were made for August 9-11, 2024 in ****************. A hurricane came through the area that week and we were advised to not go because trees and power lines were down around the area we were going to. I had paid for cancelation insurance and was told they would not refund the money. I reached out several times and was told the same thing each time. I sent screenshots of websites with the road closures and still was denied.Business Response
Date: 10/11/2024
Hi Jennifer,
Thank you for updating us with your experience regarding our conditional coverage. We are sorry to hear that you are not satisfied with the requirements.
Our Unforeseen Severe Weather coverage is intended to cover our customers if they are unable to attend their event due to emergency weather. As stated in the protection terms, proof of loss is required and can be provided in the form of a weather advisory against traveling, road closures due to weather, or a dated warning regarding travel due to unsafe conditions from the National Weather Service.The documents provided due not reflect a date which is why they are not able to be accepted.
A dedicated agent will be in contact shortly to provide additional assistance.
Thank you,
Refund Protection SupportInitial Complaint
Date:10/07/2024
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 purchased tickets with insurance policy to ****** football game which took place on 9/13. I had an ablation cardiology procedure on 8/26 for Afib.The policy indicates you can use for illness or injury to you or anyone in your ******** the heat was over 95degrees, I went to the event but within 15 minutes after the event started my heart rate was over ********************************************************************************************* to go back to the hotel and get out of the heat.FanShield will not refund my ticket purchase even with a doctors note from my cardiologist.I have provided all the necessary documentation and details but they just tell me I dont qualify for a refund because I used the ticket to enter the event but their policy indicates you are due a refund if you cant attend the entire event.This is fraud!!!Business Response
Date: 10/09/2024
Dear Kendra,
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 arrive at their event due to an unforeseen illness or injury. Since your tickets were scanned indicating you arrived at the event, we are not able to provide refunds due to leaving early.
A dedicated agent will be in contact shortly to discuss your situation further.
Best Regards,
Refund Protection SupportInitial Complaint
Date:10/05/2024
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 booked a stay at the ************ in *********, ********* for a medical conference from September *****, 2024. Hurricane ****** hit my town (******, **) the day before the conference started and I was unable to travel. I had Protecht insurance on my hotel reservation. I received an email from Protecht but when I clicked on the link, it was not functioning. I tried times to contact Protecht by email and online without a response from a representative. When I emailed Protecht I received an automated response. I would like a refund on my $2411.89 hotel bill.Business Response
Date: 10/09/2024
Hello Shannon,
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:10/02/2024
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.
I purchased insurance for the ****************************** Columbus Marathon on February 22, 2024. The insurance was RegShield, a FanShield product, through Protecht. One of the covered reasons for Ticket Cancellation Protection is: "You or your spouse are permanently relocated by your or your spouse's current employer to a location that is at least 100 miles from your primary residence."I submitted a Ticket Cancellation Protection request on Tuesday, September 3, 2024. My husband's company had relocated us from *********** to ***** on August 5, 2024.I submitted information on the relocation, including the approval to relocate in 2024 (May 15) and actual relocation date (Aug. 5).The company denied my request because it stated that I am not within the 90 day window. The contract covered reason is: "You or your spouse are permanently relocated by your or your spouse's current employer to a location that is at least 100 miles from your primary residence." This does not note any "approval" or "planning" timeline. The covered event is the relocation, which occurred on August 5.When confronted with this information, the company stated that the insurance is designed to protect against situations or losses that result from sudden and unexpected conditions or occurrences. However, the contract goes further. It states: "The following insurance benefits are designed to protect against situations or losses that result from sudden and unexpected conditions or occurrences. The benefits do not cover reasonably foreseeable conditions or occurrences on the date of purchase of this policy."Relocation was not a reasonably foreseeable condition when I purchased the policy in February. I did not submit for ticket cancellation protection prior to relocation, as the relocation is the covered event. Additionally, the relocation date was not finalized until the end of **************** is not adhering to the language in the contract and is unfairly denying refund.Business Response
Date: 10/09/2024
Dear Melissa,
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:09/30/2024
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.
Had to cancel a trip due to medical advice after a fall. Paid over $400 for a hotel room and also purchased the scam protection insurance in case anything happened. Have tried to get a response from Protecht after submitting required documents. My request has gone ignored and no one ever answers the phone. I will be filing suit on this business if I do jot hear back about the request.Business Response
Date: 10/01/2024
Dear ***,
Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. 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 SupportInitial Complaint
Date:09/27/2024
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 made a reservation at **************************** 7/16/24. I paid an extra $37.94 refund protection with Protecht Inc. My stay was for Oct. 4 & 5, 2024. Two nights with tax $446.32 plus $37.94 refund protection, totaling =$484.26. My brother had to have emergency back surgery on Aug. 26, 2024 and I called explaining my emergency situation. The *** said I would see a refund in 10 business days. On Sept. 6, 2024 I see a refund of only $223.16 not my full refund. I call Protecht back and asked why I didn't get my full refund? The *** says, " you don't get a full refund." I said, " my brother had emergency back surgery. " He said, "ok, I will put notes in and send to our refund department. " You should have your full refund in 10 business days." I was frustrated at this point and said ok. On Sept. 16, 2024, I called again to check on my refund. The gal that answers this time gave me the run around again. I was super upset and asked for a supervisor. She said she would have one call me in 24 to 48 hrs. She said my refund should arrive in 10 business days from Sept. 6, 2024. No phone call from supervisor. Today is Sept 27, 2024. No full refund n No phone call from supervisor. I am so beside myself right now. I think this business is a scam not a refund protection business. I would like my remaining refund amount $261.10.Business Response
Date: 09/27/2024
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:09/24/2024
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.
The idea that you can sell nonrefundable hotel bookings, to hotels with a cancellation policy, at a rate that is higher than the hotel is charging WITH a refund protection policy and have these types of requirements is incredibly troubling as a customer. I am seeing the doctor with my wife today and will be getting this. But I would never recommend any customer of any kind do business with your unethical and borderline criminal company. I hope future customers will look at reviews and choose to do business elsewhere.Business Response
Date: 09/27/2024
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, 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 Support
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