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:09/09/2024
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.
On April 8th 2024 I reserved a room at the **************************************************The reservation was for Sept. ***** 2024. We were to attend our grandsons wedding on the 21st. I purchased refund protection for $35.26 from Protecht Inc and also paid for the hotel room in advance totaling $414.82. On August 24th 2024 I had to cancel the reservation because we found out that my wife, who was waiting for a call from her doctor to schedule hip surgery, got the call saying her surgery was scheduled for Sept. 16th 2024. This causing a conflict because she will be confined to bed rest for two weeks after the surgery not allowing us to go to the wedding thus also not needing the hotel reservation. I called the hotel directly and canceled my reservation with out a problem. The problem now is trying to get my money ($414.82) refunded thru Protecht Inc. who evidently controls the bookings for the hotel. I've been in contact with Protecht Inc. to initiate the refund and am continually asked to give a reason for canceling and also a doctors note stating either "Valid doctor's note advising against attending the event on it's scheduled date or PCR COVID test". I have provided a note from her surgeon stating that she will not be able to attended but Protecht says it will not accept it. I have the original e-mail with the reservation and refund protection plan. I also have all e-mails between Protecht and myself trying to resolve this problem. I don't understand why would you offer refund protection, and charge for it, if you argue and refuse the refund when someone actually needs to request a refund. Help! Thank you. I am not sure if the address given above for Protecht Inc is the actual address as I could not retrieve an address for them through their e-mails. This address came up when I searched Protecht Inc online.
Business Response
Date: 09/10/2024
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.
Thank you,
Refund Protection SupportInitial Complaint
Date:09/04/2024
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 understand your policy, and under normal circumstances, she would have visited the doctor. However, the office was closed due to the holiday weekend. She lives in rural East Texas and doesn't have many doctor's office options. It seems crucial for Fanshield to include a clause addressing what customers should do in cases where medical offices are closed during holidays, as there is currently no guidance on this in your terms.
Given the substantial revenue generated by Fanshield and Protecht, holding onto customers' money in situations beyond their control feels deeply unfair. I intend to use all the resources at my disposal to advocate for a policy change that accounts for these circumstances, as I believe it's in everyone's best interest to know that Fanshield and Protecht really is.
Additionally, I didn’t receive the policy terms until after purchasing ticket insurance, and they are difficult to locate on your website. This lack of transparency is concerning and should be addressed as I would have never purchased this insurance in the first place.What are you going to do to make it right? $164.38 doesn't hurt you, but it does me and my elderly family member.
r my family member, who is a huge ************* fan, and now it seems unlikely she will ever get to attend a game. I feel misled by Fanshield, and this experience makes it seem like their insurance is not trustworthy.Customer Answer
Date: 09/12/2024
I would like to monitor the status of the appeal through the Better Business Bureau. If possible, please respond to this complaint with updates as well. Having everything documented helps consumers make informed decisions in the future.
Thank you for your assistance.
Business Response
Date: 09/06/2024
Hello Kyssa,
You and your experience matter to us. At this time, an appeal has been submitted on your behalf to see if we have any options to bypass the refund requirements. We will contact you directly through a private channel to address your concerns as soon as the appeal is reviewed by the protection provider.
Sincerely,
Refund Protection SupportBusiness Response
Date: 09/05/2024
Dear Kyssa,
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 doctor’s 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:08/30/2024
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.
Added this insurance for a running event, but tested positive for Covid. They want you to go into the doctors office for a note while you are testing positive because they will not accept home tests. It is ridiculous to put others at risk for a note in order to get a refund for something there is scientific proof of without putting others at risk.Business Response
Date: 08/30/2024
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,
Protecht/FanShieldInitial Complaint
Date:08/27/2024
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.
When purchasing tickets for Michigan Adventure theme water park, I purchased in advance so we could have certain limited items on the day we wanted to visit. Before completing the order a protection from Fanshield option popped up. One of the protection of your purchase read "Bad weather during your visit", with this being an outdoors water park I purchased it The day we were planning to go there were thunderstorms so we instead sent in a claim to Fanshield and purchased tickets for another day.The response I received from Fanshield was that the bad weather needed to cause "road closures" to be eligible. After numerous emails showing them what they're advisement says and what it doesn't say they still refuse to reimburse me for the cost of the tickets. Very disappointed and upset with what they advertise and that in my Fanshield isn't honest and doesn't stand behind what they advertise.Business Response
Date: 08/27/2024
Hello ********,
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.
A dedicated agent will be in contact shortly to provide additional assistance.
Thank you,
FanShield/ProtechtInitial Complaint
Date:08/27/2024
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 believe an exception should be made given the circumstances. Nobody expected to be shot by their boss with a nailgun or be fired for spending a week in the hospital. The employer did these things as well as threatened my roommate when he tried to pick up his tools. With that being said, it should be understandable why I cannot get the necessary documentation. Im not risking my life for $103.08 to get a letter from a deranged employer.Business Response
Date: 08/27/2024
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,
FanShield/ProtechtBusiness Response
Date: 08/29/2024
Hello ********,
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 and meet the document requirements we will be happy to have your request reopened. Please contact ************************ for further assistance.
Kind Regards,
FanShield/ProtechtInitial Complaint
Date:08/26/2024
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.
On August I reserved a hotel room for August 9th through the 12th on Tuesday we had a tornado here and some storms in fact the governor made a state of emergency for 9 counties one including *************** which is where ************** is which is where I live at I didn't have any power I didn't have any internet for almost a week I tried when I tried to get my money back from ProTecht they would not give me my money back even though I paid for cancellation insurance even though I was told that I would get my $215 back last week we went back and forth and they still wouldn't give me my money because they said that if I couldn't get there by a car that the insurance was null and void well my whole it was so bad my whole street was dark for a whole week because we didn't have no lights it was about ******* people without no lights for almost a week I am a I have breast cancer I take a medicine called called Verzenio and a another medication called Letrozole and I was trying to get to my 40th class reunion but it didn't happen because of the weather and now they won't give me my money back I'm just I just want my money back I am tired of arguing and going back and forth this is ridiculous you know how hard that money was to comeBusiness Response
Date: 08/27/2024
Hi ******,
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,
FanShield/ProtechtInitial Complaint
Date:08/23/2024
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.
a fee was added for cancellation coverage when i booked my hotel room without my knowledge. i got an email saying i could get a refund for their charge if i followed the link - the link didn't work. the email address didnt get me a response. the phone number didnt get me anywhere either. the automated system kept asking me for a reservation number beginning with "h" and i have nothing like that in any communication from them. and i can't get to a human on the phone without it.Business Response
Date: 08/27/2024
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.
Kind Regards,
Protecht on behalf of HotelPlannerInitial Complaint
Date:08/20/2024
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: 08/21/2024
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 and provide additional options.
Best Regards,
FanShield/Protecht
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