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:06/21/2024
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.
I purchased two hotel rooms at the ******* in ************ on 4/28/2024 for July 1-6. The next week I requested a refund because my mother who was placed on hospice at the end of March 2024 took a turn for the worse. I was unable to submit documents because the link would not work. I emailed 5/11/2024 support after I was unable to use their link to submit documentation and was told to attach it to the email which I did. I still heard nothing and emailed again 6/21/2024 and received a reply that I was denied a refund because the illness took place before I purchased my hotel. Someone who is placed on hospice does not die that day! She has been declining in health since that time and I must cancel my trip and would appreciate a refund for my hotel rooms.
Business Response
Date: 06/24/2024
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
Best Regards,
Protecht/FanShieldInitial Complaint
Date:06/18/2024
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.
no one has contacted me today. I have not received any claims money to date.
Business Response
Date: 06/20/2024
Hello *******,
Thank you for providing your feedback regarding our conditional protection. One of our dedicated representatives will be in contact shortly through a private channel to discuss this matter further.
Best Regards,
Protecht/FanShield
Business Response
Date: 06/21/2024
Hello *******,
Thank you for reaching back out. After our agent spoke with you yesterday morning, we are looking into additional options based on the park reporting no weather interruptions on the day of your event. A dedicated representative will reach out shortly.
Thank you,
Protecht/FanShield
Initial Complaint
Date:06/17/2024
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.
My refund request was declined due to no doctors note stating I need to refrain from the running event. I cannot get into my physicians office in a timely manner and would have never bought the insurance through this fraudulent company had I known that they would only accept a doctors note. Im going to take this up in court with the company. efund, I will participate in the event given no option to make use of my funds spent. If my medical symptoms persist with headache, vision loss, seizure, or stroke (pending the MRI/neurology diagnoses scheduled for next month) DURING this event (which is highly likely because I am not training for it and am therefore much likely to get injured too), there will be a lawsuit circling back to this matter. The documented symptoms and exam findings from a physician's office that referred me to a specialist for testing should be sufficient enough. My doctor knows I am smart enough to not participate. The specialist's diagnosis is still pending because of insurance approval and upcoming dates to go in for the specialist and MRI not always immediately available since May. But again, it was documented and provided to you that this is the next step in concern of my symptoms per my physician. For reference, my case number is *****, affiliated with a complaint through the ********************************Customer Answer
Date: 06/20/2024
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: 06/18/2024
Hello *******,
Thank you for providing your update. We appreciate the feedback and value you as a customer. At this time, we are showing your request has been approved. A member of our team will reach out directly through a private channel to address your concerns.
Kind Regards,Protecht/FanShield
Business Response
Date: 06/18/2024
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 regarding your conditional protection.A member of our team will contact you directly to discuss the matter further.
Kind Regards,
Protecht/FanShieldInitial Complaint
Date:06/15/2024
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 used an online website to reserve a hotel room at the ************* and Suites in ***********, **. After committing to the reservation on May 20, 2024 I was charged for an additional service of $19.20 from Protecht Inc for guaranteed cancellation protection if I needed to cancel the reservation. I did not sign up for this and immediately cancelled the protection. I received a confirmation of the cancellation from Protecht and was promised a refund. Protecht never refunded my money and when I try to contact the company they promise to contact me in 3 days. They still have not refunded my money.Business Response
Date: 06/18/2024
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,
Protecht on behalf of HotelPlannerInitial Complaint
Date:06/13/2024
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 am rejecting this response as my complaint was not resolved.Business Response
Date: 06/14/2024
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,
FanShield/ProtechtBusiness Response
Date: 06/18/2024
Hello *****,
Thank you for confirming that your issue has not been resolved. Our management team will be reaching back out through a private channel to request additional information.
Thank you,
Protecht/FanShield
Initial Complaint
Date:06/13/2024
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 seems to be their response with everything. What recourse does one have with a company that has hundreds of complaints all with the same situation. I'm not sure what to do next here. Thank youBusiness Response
Date: 06/14/2024
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,Protecht/FanShield
Business Response
Date: 06/18/2024
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. It looks like our team has initiated this refund based on the private channel communication.
Kind Regards,
Protecht on behalf of HotelPlannerInitial Complaint
Date:06/12/2024
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: 06/13/2024
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,Protecht/FanShield
Initial Complaint
Date:06/10/2024
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.
I purchased insurance for a baseball game. I ended up not being able to attend the game due to illness. I requested a refund and received an email that they needed either a doctor's note or ***** test. I sent the ***** test and they declined the reason stating they wanted the information from a doctor. The original email did not state this. ***** does not require going to the doctor for testing - that's the whole point of the at-home tests the government provided.Business Response
Date: 06/11/2024
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 regarding your refund request.
Best Regards,
Protecht/FanShieldInitial Complaint
Date:06/06/2024
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.
June 5, 2024 - I made reservations for 2-day stay at ***********, *****************************. I did not select 'protection cancelation policy' and find a charge of $28.40 on my bill. I NEVER selected it, don't want it and can't seem to get cancellation of this protection policy online through their 'email' notice. I tried calling their business number and it will not answer even when within posted business hours - recorded message says answer or send an email. These barriers are frustrating, and I want a way to cancel this 'policy' scam. BBB - Please help me if you can. ******************* I did not select these below but it seems they automatically program them in:Cancellation Policy:NONREFUNDABLE The following policy was agreed to at 8:32PM CDT on 05-Jun-2024 at the time of booking, from IP address 104.37.52.173.Refund Protection:Refund Protection Plan Number 4f524141-0053-0000-0231-35f3ba54652d Submit a Refund Request for Hotel Reservation The above plan was chosen at 8:32PM CDT on 05-Jun-2024 at the time of booking, from IP address 104.37.52.173.$28.40 USD Should I contact my state representatives to report this as a statewide scam and ask them for help? I am furious about this underhanded scam!!!Business Response
Date: 06/07/2024
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
Best Regards,
Protecht/FanShieldInitial Complaint
Date:06/03/2024
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.
On March 14,2024 I made a room reservation accidentially through booking.com. After ending the call I thought nothing more about it. The agent did not tell me I was using booking.com. Then I find that I get a charge on my credit card from Protecht in ********** for a refund protection plan. The agent did not tell me about a charge for a refund protection plan nor did I agree to such plan AND I never had contact with anyone from Protecht.Having been ill with heart issues I did not access any email or even the phone and was unaware of the email sent from Protecht.This is an unacceptable practice. I have asked for my money back but they say it is out of the range of window time for a refund. How do I contact the ************************ about these deceptive practices?Business Response
Date: 06/04/2024
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,
FanShield/Protecht
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.