ComplaintsforinstaProtek LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My screen broke out my phone I had no way to start the phone back up. So I called my extended warranty. So they replace my phone a $99 deductible? I submitted the claim once I got the information. I contacted them 2+ weeks later and they denied my claim due to me not contacting them first. When I couldn't.

  Business response

  04/04/2024

  Hello *****,

  After speaking with our customer support team manager, she explained they have revisited your claim and paid the $99 reimbursement through PayPal. Let us know if you have any other questions.

  Regards,

  ***** High

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They advertise a 200$ reimbursement if your phone screen breaks and they advertise very fast claim reviews. They have yet to contact me about my claim status multiple weeks after I submitted it. The screen also cost 300$ to fix.

  Business response

  03/08/2024

  Hello ******,

  After speaking with our customer support team, they shared that once *********** receipt is received, the claim reimbursement can be completed based on your choice of payment. Please let us know if you have any other questions.

   

  Regards,

  ***** High

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this liquid screen protector and I put the droplets on the watch screen and it ran all off. I used the cleaning cloth to clean and none of the liquid stayed on the screen and I am petrified that my screen on my $500 Apple Watch is not protected.

  Business response

  02/26/2024

  Hello *****,

  We understand your concern regarding properly protecting your Apple watch. After cleaning your watch face with the cleaner cloth, next step is to apply the liquid glass, rub it into the glass surface, wait 5 minutes then buff it off with the microfiber cloth. 

  Our customer support team reached out to last week in order ask if you would like us to send you another liquid glass package for re-application. I will have customer support reach back out to you this week as well.

  Regards,

  ***** High

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this product through ******* in ********** *******. It was called Liquipel Liquid Glass Screen Protection for *************** Phones. The deal was if your cell phone screen broke they would fix it so I purchased it and applied it to my phone and filed it for warranty through their website. After I followed everything and registered my phone to the under warranty. Within the years time my cell phone screen broke and I called Insta ProTeck and they advised me to get it fixed and turn in the receipt to them and I would be reimbursed. I did that spent the money out of my pocket got my phone fixed and they screwed me over and did not pay me. Well I got it fixed and they totally ripped me off cuz they didn't want to pay me and haven't paid me.

  Business response

  02/20/2024

  Hello *******,

  On behalf of the instaProtek team, we apologize for the inconvenience caused by not receiving your $100 reimbursement payment. However, after speaking with our customer support manager, we have not received *********** receipt for validation. Please send us *********** receipt and after validation we will reimburse you according to your payment selection. 

   

  Regards,

  ***** High

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased their screen protector product and I filed a claim for $125.00 and claim was denied. I informed them via email that I was still waiting for a **** receipt for the reimbursement and they acknowledged. When receipt was submitted, they denied due to policy, but I had to submit receipt within 30 days. This is unacceptable and I deserve to be reimbursed.

  Business response

  02/06/2024

  Hello *********,

  We apologize for the delay in receiving your claim reimbursement. However, after speaking with our customer support manager, ***** shared that she was able to connect with you and set-up an ACH payment for your reimbursement. Let us know if you have any further questions.

  Regards,

  ***** High

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Filed a claim with the app back in December the week of Christmas, it has now been a month and my claim is still in the "Initial Review" status. They haven't even looked at it. Am I supposed to go a month without a phone?... I couldn't, I need my phone for business reasons so I went ahead and got it fixed. I sent them the receipt and photos of the cracked screen/broken device. No response. Is this how you conduct business, ignoring claims?

  Business response

  01/29/2024

  Hello *******,

  On behalf of the instaProtek team, we apologize for the inconvenience caused to you for the delay in completing your claim reimbursement. However, I was contacted by our customer support manager on Friday and shared that she connected with you and paid the reimbursement via ACH. Let us know if you have any further questions or concerns.

  Regards,

  ***** High

• Initial Complaint

  01/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a liquid glass protector from this company and their policy is that if the phone screen breaks with the liquid screen protector the screen would be covered for up to $250. My screen broke and I have had it replaced by a repair center, instaprotek has verified the repair by the repair facility through email, yet they still deny me a reimbursement and ignore my emails. Please refer the the email thread between me and instaprotek to find that they have already admitted to getting verification of the repair.Claim Number: ************* Policy Number: ************ Protection Plan: Screen Protection 250 *************** Galaxy S22 Ultra IMEI: ***************

  Business response

  01/24/2024

  Hello *****,

  On behalf of the instaProtek team, we apologize for the inconvenience caused by the delay in receiving your product guarantee reimbursement. However, after speaking with our customer support manager, shared that she was able to connect with you and your reimbursement was paid via Paypal this week. Please let us know if you have any further questions or concerns.

  Again, sorry for the inconvenience.

  Regards,

  ***** High

  Customer response

  01/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, it took 1 year but I have finally been reimbursed after countless emails, very unfortunate it took this long for instaprotek to take responsibility. They finally took accountability after the better business Bureau complaint.

  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a screen protector for my new phone in Sept because of the lifetime warranty offered. It broke and I filed a claim on 12/18 to get a replacement product. **************** charged me $9.99 for shipping and handling when I filed the claim through their app. No one can tell me the status of the claim or when it will be resolved. I keep getting vague answers from customer service. Communication with them has not helped in any way and no one can tell me when to expect the replacement I am owed

  Business response

  01/12/2024

  Hello ****,

  Sorry for the delay in receiving your Simple Tempered Glass screen protector. However, according to our support team the tracking number shows that it was delivered to you on January 9th. Please let us know if you if there are any further concerns or questions.

  Thank you,

  ***** High

   

  Customer response

  01/15/2024

  
  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

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this product at ******* where they applied the liquid glass on a brand new phone I took out of the box for the first time while I was at the store. I told them I really needed and wanted to protect my phone and this was their recommendation. I was told if it breaks, it'll be covered. The receipt didn't say anything about registering the product further. Within 2 weeks I dropped my phone once and it completely shattered. I took the phone in and ******* said I needed to register it through the company and submit thru them. I tried to register it but I was declined because they require the device to not be broken despite the fact that phone was brand new when ******* put the product on.This was misleading and falsely represented

  Business response

  01/12/2024

  Hello *****,

  I am following up regarding your complaint and understand that you are frustrated. However, our product guarantee program terms and conditions clearly state that the product must be registered in the first 30 days and that the screen is fully intact. Your claim was denied because your phone's screen was broken. I am not sure why the representative in the ******* store did not explain the registration process. That said, I will reach out to the ******* store on your behalf. We will follow-up with you afterwards to provide next steps on this situation. 

  Sorry for the inconvenience this may have caused.

  Regards,

  ***** High

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an instaProtek screen protector after being told it had lifetime warranty. After not even 5 days of having it on my phone it cracked. Thankfully it was just the protector and not my phone. I thought no big deal thats what its there for. I put the claim in on December 7th. Money was taken out of my account on December 7th. After almost 4 weeks of being run around and being told they dont have any new information from their shipping department but it should be shipped out this week for the last two weeks I am officially done with this company. I talked to Nin every time I called which is kind of strange seeing as how most businesses have more than one person answer the phone. I truly think this company is a scam. Buyer beware.

  Customer response

  01/11/2024

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

*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. ↩