Complaints

The 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:11/08/2024

  Type:Service or Repair Issues
  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 the liquid glass wipe in 09/2023 when I purchased my iPhone 15. Enrolled in the protection plan within 30 days as instructed by T-Mobile. My protection plan was active from 09/22/2023 to 09/21/2024. My iPhone 3 cracked in 08/2024. I filed my claim on 08/13/2024. My claim was approved and I was told I can go ahead and get my screen fixed and Ill be reimbursed $250. It cost me $279 to fix my screen. I submitted all the documents as instructed in order to receive my reimbursement. I was told that everything on my end was done and I should be reimbursed within 10 business days. Here it is 11/08/2024 and still no reimbursement. Ive contacted customer service several times inquiring about my reimbursement and kept getting the run around. As of today I am still waiting on my $250 reimbursement.

  Business Response

  Date: 11/12/2024

  Hello *******,

  I am following up on your BBB complaint. After speaking with our customer support team yesterday, they were able to confirm that they completed your $250 claim reimbursement request and should arrive in your account within ***** hours. Sorry for any inconvenience this has caused. Let us know if you have any other questions.

  Regards,

  ***** High

  Customer Answer

  Date: 11/14/2024

  I was told that my reimbursement would be deposited into my account by now and still no reimbursement. 

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  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 a cell phone screen protector from InstaProtek on 6/16/2023. The screen protector was guaranteed for 1 year from the registration date with a reimbursement of $200.00 if the procedures set forth by instaprotek were approved. I have included the original enrollment paperwork. On 6/03/2024, I filled out a complaint for the broken screen protector through the online portal the business provides. After fulfilling the requirements and uploading the necessary documents the business set in place, I was sent an approval email notifying me that my reimbursement was approved. The approval email was sent on 7/10/2024 and I have uploaded that document. I next spoke to the business on on 07/12/2024 via their phone number, ************. I was told the reimbursement was to be direct deposited into my account in 14 business days. Subsequently, I emailed their support team on 7/29/2024 and was told on 7/31/2024 via an email from Ren "I have checked your claim and learned that our reimbursement team is still working with our bank with some system enhancement. I won't be able to provide you with an exact date as to when this will be processed, but I can assure you that you will receive a notification email once it is processed."After that email from Ren, I have contacted the support email on 8/7/24, 8/25/24 and 9/4/24 and have received no responses. I also have also called the business phone number on 8/26/24 and 10/8/24. Each time I call, I am told I will be getting a return call from someone. I have yet to receive a return phone call. On 10/10/2024 it will have been 90 days since my guarantee claim has been approved and I still have yet to be reimbursed for the product they promised and guaranteed. I am hopeful filing a claim with the BBB will help with getting this resolved. Thank you.

  Business Response

  Date: 10/21/2024

  Hello *******,

  I am following up on your BBB complaint. After speaking with our customer support team late last week they will be sending your reimbursement by end of week. Sorry for any inconvenience this may have caused. Let us know if you have any other questions.

  Regards,

  ***** High

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  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 a Simple Liquid Glass Screen Protection on 11/30/2023. For 3 days I tried to register my product through the app. Multiple times I would get 15 minutes in and almost done when the app would not accept my full entry. I then called in and finished creating my account. My app shows I am fully covered for 1 year until 11/29/2024. I just called on 9/23/2024 to find out I am however NOT covered as my account was not processed until 1/20/2024 which is after the 30 day registration period to make the warranty valid. First off this 30 day period is not blatantly obvious...secondly...I had called in and talked 2 or 3 times to customer support in November / December of 2024. The fact I paid for this service and am being denied because my account was registered in Jan is absurd. Stick to other companies if you can this one has hoops to jump through and is just looking for a quick buck...I was also told there was no supervisor or anyone else I could talk to aside from the operator I got on the phone.

  Business Response

  Date: 09/26/2024

  Hello *****,

  I am following up on your BBB complaint. Our customer support manager has shared that they have reached out to you regarding your complaint to clarify discrepancies and that your claim has been approved based on completing next steps discussed with you. Once completed, we will reimburse you based on your selected payment option. Sorry for the inconvenience this has created for you. Let us know if there are any other questions.

  Regards,

  ***** High

  Customer Answer

  Date: 09/26/2024

  
  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,
  
  ***** *********
  
   
  

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  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.

  Filed a claim and followed up diligently- Its been a year Never got my 100$ back Scam Not even a phone number or way to reach customer service.

  Business Response

  Date: 09/26/2024

  Hello ******,

  I am following up on your BBB complaint. According to our records you were reimbursed $99 for your claim on November ******* via ******. We will email you the transaction receipt for your records today. Let us know if you have any questions.

  Regards,

  ***** High

   

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising Issues
  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.

  Hello I purchased a screen protection product and a 1 year guarantee for a $200 repair should the screen break in that timeframe. Purchase date was 12/21/2023. I registered the product and received and email and a confirmation from the company's app that my product was registered and protrcted/warrantied up to a $200 repair for 1 year 12/20/2024. The product identified my device with its unique serial # and I sent condition photos and the proof of purchase to register the device. The email I received and the app on my device as show in the attached photos stated my device was protected and warrantied. I had a failure incident consistent with the policy of repair/$200 limit. I filed the claim 9/14/2024. I received an email response that the device would not be covered because the company cannot locate the before photos that were submitted 10 months ago to acquire the coverage. I have the photo from 12/21/2023 that I took and submitted on the registration date. That they are saying they cannot find. I could not have completed registration and acquired protection without submitting photo.They are stating the warranty that I registered and that they confirmed and that exists with my serial # is void.This is incorrect but they keep repeating the same email instead of covering my product.

  Business Response

  Date: 09/27/2024

  Hello *******,

  I am following up on your BBB complaint. After speaking with our customer support team your product guarantee registration is valid. However, in order to validate your claim, we need a photo of your broken screen along with device imei being displayed to confirm it matches device that was collected in the registration process. This is clearly stated in our program terms and conditions. Once received, we can move forward with your reimbursement. Sorry for any inconvenience this has caused. 

  Regards,

  ***** High

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  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 the instaprotek case from ******* when we initially bought the phone and had them install it before the phone was taken out of the store. I registered the product the next day as I was told about the limited time to be able to register. I installed the app and did everything it stated to be able to register. The first claim I did was for my daughters phone but because it was a scratch it was not approved and I understood that. The second claim was for my husbands phone. I submitted the photos needed to prove the screen its self was broken. The screen no longer turned on. We did the claim through Asurion as well.I got an email a few days later stating the claim was denied because a photo was not submitted upon registration of the product. I knew that wasnt right because it was a requirement for being able to register it and would not be able to register it without one. So I sent an email response letting them know that. I got a response later that day stating that the photo did not show evidence that the screen was not broken before. This company is a scam. We spent money on 6 screen protectors and its such a hassle filing the claim for it just to be denied anytime they feel like it. They dont ask for more photos. They havent responded to anymore emails.

  Business Response

  Date: 09/26/2024

  Hello *******,

  I am following up on your BBB complaint. After speaking with our customer support team, they explained that your claim was approved on September 19th and your reimbursement is in our payment que to be delivered within the next week via ACH. Sorry for any inconvenience this may have caused you. Let us know if there are any other questions. 

  Regards,

  ***** High

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  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 their screen protector in November 2023 and it had a 1 year warranty. On July 16 this year I dropped my phone and the screen still broke. I was approved for repair July 19 so I went ahead and did my claim on my phone. July 22 I uploaded receipts for reimbursement and was approved for reimbursement on July 30. I have called twice since to make sure they had my correct ach info and they confirmed they did. They said it was because of their bank, but I work at a bank and know that is not the issue. I just want to be reimbursed the $200 I am approved for. Thank you

  Business Response

  Date: 09/13/2024

  Hello ********,

  I am following up on your recent BBB complaint regarding your Simple liquid glass screen protector product guarantee. I received a message from our customer support team confirming that your reimbursement was paid yesterday. The reimbursement amount should arrive in your account within ***** hours. We are sorry for the inconvenience. Let us know if there are any other questions.

  Regards,

  ***** High

  Customer Answer

  Date: 09/13/2024

  
  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,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising Issues
  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.

  Instaprotek had me jump through many hoops in order to get the $200.00 they claim to provide for screen damage. I did so quickly and exactly as they requested. I spoke via email over 10 times with a ******* who assured me I would be paid. They attempted to delay saying they couldn't contact the store who fixed my phone and wanted a three way call. After all the hoops were finally cleared a month has passed and they are refusing to still pay the $200.00 with no explanation.

  Business Response

  Date: 09/13/2024

  Hello ******,

  I am following up on your recent complaint regarding repair reimbursement for your Simple liquid glass screen protector guarantee. I received an update from our customer support team stating that your reimbursement was paid via ACH yesterday. It should be in your account within the next ***** hours. Sorry for the inconvenience this has caused you. Let us know if you have any other questions.

  Regards,

  ***** High

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  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 the InstaProtek Liquid Glass screen protector for my brand new ****** pixel 8a on June 25th 2024. Upon purchase, I was never told that I needed to register the product at all. I was told that there is a $200 screen repair guarantee as stated clearly on the packaging. One month later the screen cracked as it fell less than a foot off the ground as I was exiting the car. When I called to file the claim, I was told that because I didn't register the product prior to the crack that they could not help me. I searched the packaging and nowhere on the packaging does it say that I needed to register the product prior to repair, it only says the screen repair guarantee is valid for 12 months from the date of purchase only. Directly from the packaging!The customer service representative said I needed to go onto the website to review the recommendations as he refused to process the claim as it needed to be pre-registered prior to the crack, but none of that was discussed at the store where they sold it to me at ******* at the time of purchase, and it is not stated on the packaging that I needed to pre-register it prior to a break. I told the customer service representative that the packaging only states how to activate a screen repair related to how to make a claim, I just bought it a month ago! The customer service representative refused to help or hold true to their 12-month screen repair guarantee for $200 that is CLEARLY stated on their packaging. This is unacceptable and a total scam. ******* should take them off their shelves if they are not willing to hold true to what is on their packaging. I want this company to honor their 12 month guarantee as stated clearly on their product packaging as there is no mention anywhere that there must be a pre-registration.

  Business Response

  Date: 09/11/2024

  Hello *******,

  I am following up to your complaint regarding not being aware of the 30-day registration requirement. The product packaging for Simple Liquid Glass should clearly state on the back of its packaging all registration requirements. Our customer support team will be reaching out to you assist with registering your product and device. Once registration is complete, we can complete the claims process. Sorry for the inconvenience. Let us know if you have any further questions.

  Regards,

  ***** High

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  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 the instaProtek liquid glass protection from version when I bought my phone. I was told it covered your phones glass cracking or breaking if you purchased it. My phone was shattered and no way to open it up and transfer anything from it. I took it to version and was told to file my warranty with asurion for them to replace my phone and with instaProtek to cover my warranty with my glass. My phone was replace the next day but instaProtek has given me the run around for over a month about giving me the $200 refund they say they will cover if your glass brakes. Now they say since I didnt call them first and let them decide if my phone wasnt repairable or not and spend days without a phone now they wont cover my refund. I think this company is a total scam and give you the run around so they dont have to full fill their obligations of paying you a refund.

  Business Response

  Date: 08/14/2024

  Hello *******,

  I am following up to your complaint. We understand the importance of having a working phone. However, very specifically stated in the Simple liquid glass screen protector terms and conditions for the $200 product guarantee, it states that if you file a claim with asurion for device replacement, ********************** will provide reimbursement for the deductible asurion charges. The terms and conditions also explain that before you replace the damaged device (screen) through asurion, you need to contact instaProtek in order for us to validate the claim. We understand your screen was damaged beyond being able to turn on the device. after further review of your situation, instaProtek will reimburse you for the $99 deductible asurion charged for device replacement. Someone from the instaProtek customer support team will be reaching out to you to discuss your preferred reimbursement method. Let us know if you have any questions.

  Regards,

  ***** High

  Customer Answer

  Date: 08/14/2024

  
  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,
  
  ***************************