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:11/19/2024

  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.

  They denied my refund claimed I was in attendance both tickets where scanned which is not true at all! We still have our tickets I had two deaths in the family and I caught Covid and could not make the event! Protection claim # **JA1A4HM88EPFZ27QE Order ID #******************* Whats the point of paying for insurance if your just going to lose money anyway

  Business Response

  Date: 11/20/2024

  Hello,
  
  I am truly sorry for your losses, and I hope you and your family are doing alright during this difficult time of grief. We were not made aware of the deaths in your family when we received your claim, and I wanted to take a moment to offer our condolences to you and your family before addressing the BBB complaint. We at Purchase Protection wish you and your family all the best as you deal with this loss.
  
  The information we were given in your claim is that you, caught Covid 3 days before it was time to go to [the event] my family still went just me and my wife stayed home on this family adventure everybody had a blast Im just now getting back to work Covid sat me down for almost 2 weeks body was so weak I havent had chance to put my claim in hope to hear back from you guys soon
  
  Regarding your claims submission, it was submitted to us 17 days after your event and 15 days after the submission deadline. We do our best to be flexible, but this plus the fact that your tickets were scanned/used meant that we could not approve your refund. 
  
  If you believe your tickets were scanned in error, please reach out to the event organizer to confirm why this was done. If you can show us that the tickets were scanned in error, we may be able to make an exception to the 48 cut-off for claim submissions. I have attached a screenshot of your scanned tickets as well. Please let us know if you have any questions! 
  
  Best regards,
  *******
  Purchase Protection Team

• Initial Complaint

  Date:10/21/2024

  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 had purchased 4 tickets to the Tour of Destruction in ******* N.C. for the dates of sept 28, as we all know hurricane ****** impacted western N.C. in a severe way, on the 27th I submitted a claim to use my purchase protection that I paid for that covered incidents like weather or natural disaster. Upon submitting the claim they told me to provide documentation for road closures because I deemed it unsafe to drive into flooded areas like ********* and black mountain with my family. I informed them also that no one sends letters or mail to inform you of road closures in a hurricane. You have to watch the weather and talk to your neighbors or find out for yourself.. I dont believe I am being un reasonable to ask to use the service I paid additionally for, that just so happen to fall on the same dates as the most expensive disaster in United States history Confirmation number HCKRYMTRSPDWY1UD05DK

  Business Response

  Date: 10/22/2024

  Hello,

  This customer's claim was approved earlier today upon confirmation of Hurricane ******** effects on them, before the BBB complaint was created. We do not know why they have decided to submit a complaint with the BBB after their refund was approved, but their check will be going out today or Thursday. 

  Best regards,

  Purchase Protection Team

• Initial Complaint

  Date:10/15/2024

  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.

  On October 5, 2024 we purchased tickets to an Apple picking farm. We purchased the tickets to visit the location on October 6, 2024. When we purchased the tickets, We bought purchase protection. This is a third-party offering and not sold through the actual Apple orchard. The company purchase protection charges a fee to add protection to your order. Approximately seven hours later, we file the claim to cancel the tickets as my son who had stitches several days before Was regressing and feeling worse. We were unable to attend the vent the following day.We provided all the documentation of the hospital visit of my son. The purchase protection claim came back and would not refund the ordered tickets. They stated through email that they would not refund the entire order as they felt that despite my wife and I staying home with our son the rest of our family could go. I dont understand how any parent would expect the rest of their children to go without the parents to an apple orchard when one of the siblings is in pain. I put in my initial claim to the company that we were canceling the tickets prior to the event so there was no way that someone could enjoy the event and then claim they didnt go or didnt have fun. We literally put the claim in well before the actual scheduled tickets. I have several emails back-and-forth with the company if needed. All Im asking is to be refunded from purchase protection like I should be. I have put the dollar amount that we paid to Apple orchards and should be refunded below. I dont expect to be refunded the additional cost of purchase protection. I understand that that money spent and cost was above and beyond the event total dollar amount.

  Business Response

  Date: 10/16/2024

  Hello,

  We originally approved a refund for the injured child and a parent/guardian to stay with them. The customer clarified with the event organizer, whose attendee support team reached out to us, that the remaining ticket holders were one parent with the rest being children, not older family members. We understood that it would be unreasonable to expect one parent to adequately care for the remaining minor ticket holders at an event and the remainder of their claim was approved. 

  This information was absent from the initial claim, but after it came to light, the entire order was approved for a refund. 

  Thank you,

  Purchase Protection Team

  Customer Answer

  Date: 10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

   

  Thank you all 

  Seems it was a simple miscommunication  Appreciate the company making right. 

   

  
  

• Initial Complaint

  Date:10/04/2024

  Type:Product 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.

  We bought ticket for a show which will be played on October 4 under purchase protection. We are 3 member family. I am new to ************* and my daughter is 5 years old. My husband is working so we also paid purchase protection with these tickets just in case something happened as we are living in ****** and the show is in **********. Last week, my husband has a meeting scheduled on October 4th at 4 pm so we cannot travel to **********. We sent this information to Purchase Protection but they said they will refund my husbands ticket but me and my daughter have to attend the show. I said we cannot attend but they dont accept. I want a full refund because I purchased protection for such issues. This is unfair. My attempts to explain the situation not answered

  Business Response

  Date: 10/16/2024

  Hello,

  Further information and documentation was provided by the customer, and a full refund approved as a result. Refund payment will be processed shortly and sent out to the customer. 

  Thank you,

  Purchase Protection Team

  Customer Answer

  Date: 10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  Thank you for your efforts. 

• 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 tickets to an event for myself and my son. The event is in ******* and I planned to take my son to the event. We were going to drive from ************, IN to ******* on September 6th. The event was on Sept. 7th and 8th. Due to a medical emergency that occurred. I was unable to attend. I cancelled the event and submitted a claim to purchase protection and I they asked for documentation from my provider in which I submitted. The claim was then approved, but only for one ticket! I explained that I purchased two tickets one for me and my son. If Im not going then hes not going because Im the driver! They asked for documentation for that, how am I supposed to provide documentation when he doesnt have a car!!! Also, why are they sending out a paper check. These people took over $2000 from me! I want the money put back into my account. They are trying to only give me back $866. They are obviously trying to keep my money. This is insane. I have never dealt with this! Also there isnt a number to call or anything. Only email. Do not do business with them.

  Business Response

  Date: 09/12/2024

  Hello,

  The customer submitted a claim with us for a refund of one registration to their event, and we later found out that they wanted a refund for two registrations. This was not communicated to Purchase Protection until after the first refund had been sent. Both orders the customer has requested a refund for had an initial value of $1,068.66 with a $200 coupon applied, bringing the order totals down to $868.66 each. A refund for one instance of $868.66 was provided, and upon learning that there were two registrations the customer wished to be refunded, a second payment of $868.66 was then approved. The customer contacted us to correct the payment amount, and we sent images confirming the $200 coupons applied to their orders, and the order totals of $868.66. We were in the process of preparing the next batch of refunds, which includes the second refund for $868.66, when we received this complaint. The customer's allegation that we are stealing money from them is incorrect, and we have provided them with their order information to clarify this detail.

  Additionally, the customer's circumstance was not covered by our terms, however our team was able to make an exception as an act of good will towards them because of the sensitive nature of their situation. We do our best to help our customers, working with them to approve their claims, and pay them back the correct cost of their ticket(s)/registration(s). 

  Checks are the medium used to send people their refunds at this time, as outlined in our terms. We work with many event organizers and have thousands of satisfied customers who received their refunds without issues. 

  Best regards,

  Purchase Protection Team

  Customer Answer

  Date: 09/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:09/07/2024

  Type:Product 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.

  Event Name: NOFX Final Tour - ********, ** Event Date: 09/01/2024 Date of Purchase: 11/20/2023 Purchase Protection Buyer: ******* ******* Purchase Protection Fee: $33.24 Order ID: ****************************************** Claim #: 01HFPZNDV4GKV1Q1TE2 Eligible Refund Amount: $391.08 I purchased protection for this event, and one of my party was unable to attend due to covid.I submitted my claim, but was told it was after the 48 hour window, This is not a reasonable amount of time to file a claim. It was a holiday week. I am liiking to be reimbursed for the price of the ticket that was not used. $130.36

  Business Response

  Date: 09/18/2024

  This was resolved with the customer and their refund was mailed. 

  Customer Answer

  Date: 09/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:08/19/2024

  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 trip protection on 05/22/2024 for an Event Date on 08 August 24 thru 11 August 2. I was unable to attend the trip due to weather related issues from Hurricane ***** that causes torrential rain, flooding and high winds in excess of 60mph winds; deeming unsafe to travel by car and especially by motorcycle since it was a motorcycle event. I provided the proper weather advisory from the National Oceanic and ************************** and my local weather channel with the Special Hazardous Weather Advisory; I filed the on Aug 6th, 2024 and have not received any communication or response. The 7-10 day time frame has elapsed and I would like to receive my complete refund of the trip cost. I provided all relevant documentation and it was a national coverage event on all news channels. From researching other consumers complaints, it seems like this company is providing and charging for services that they do not truly cover when there are creditable claims. My desired resolution would be a refund in the eligible amount of $735.75 to the payment method provided. I would like this to be resolved at the lowest level before escalation to the FTC's Bureau of Consumer Protection for unfair, deceptive and fraudulent business practices.

  Business Response

  Date: 08/29/2024

  The customer provided further information/documentation regarding their situation and their refund was then approved. 

• Initial Complaint

  Date:05/30/2024

  Type:Product 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.

  Submit a ClaimOrder IDNTRNTNLPNTNRCTWM08R2Purchase Protection Claim #**H6MAEB18M7EQZ8R5REligible Refund Amount ($)$1642.85Event NameInternational Pinot Noir Celebration, McMinnville OregonEvent Date07/26/2024 -07/28/2024Namejeff ***************************** Number+14157603182Address138 ****************************** USReason For ClaimOtherPlease ExplainWe paid for and were scheduled to go to an event in ****** at the end of July. The week before this event, we are taking our daughter to **** for her initial college orientation program. Our daughter has a history of sever anxiety episodes. She has been under a psychiatrist's care for years. The psychiatrist recently told us that he feels that it is therapeutically necessary for my wife to remain in **** for an extra week to help our daughter get settled and be there for emotional support. Because of the psychiatrist's recommendation, she will not be attending the paid for event in ******. We also paid for "event insurance" in case something came up that would necessitate canceling one or both tickets. I am requesting a refund for one ticket.Documents Supporting ClaimCompletedOptional Comments and ExplanationThe psychiatrist's name is *******************************. He practices in ************ CaliforniaAll the information provided is truthful and accurate.YesPurchase Protection Terms of UseYesRegistrant *********************

  Business Response

  Date: 06/03/2024

  Hi ****,

  I hope you are doing well. I just wanted to reach out here and let you know that we want to work with you to get your refund. We have already contacted you directly, and are awaiting your response. Thank you! 

  Cheers,

  *******

• Initial Complaint

  Date:11/02/2023

  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 purchase protection for an event through this company. I have a lot of health issues so I always purchase a protection if available. I was in the hospital and then unable to attend the event. I supplied documentation showing my name, the hospital I was in, and the date. They are wanting my physicians notes, my protected health information, and my diagnosis in order to refund my money after I expressed Im not comfortable sharing my PERSONAL PROTECTED information.

  Business Response

  Date: 11/10/2023

  Hello, were sorry to hear you are unhappy with Purchase Protection. We strive to fulfill every possible claim we get. If the matter falls within our terms, we of course fulfill 100% of valid claims and cover as many areas that might be slightly outside our terms as well.

  We fulfill nearly 90% of all claims we receive, and are happy to do so. However, in order to fulfill any claim, we do require the attendee to provide substantiating documentation. We understand that can sometimes be tricky, but our staff is incredibly supportive at helping you get a refund approved. The provided information submitted needed some more details in order to get approved based on your claim type. Our records show that we asked for additional clarifying information on 11/02/2023 but you did not reply with that information.

  We are still happy to assist in getting your request approved, if you can provide the necessary information. You can reach out to our team regarding the additional information we would need for this claim, as we do not want to provide specifics here.  If you are unhappy with the service and would like a refund of the small Purchase Protection fee, we would be more than happy to refund that back to your original card.
  

  We look forward to hearing from you.
  -Purchase Protection Team
  

  
  

• Initial Complaint

  Date:10/27/2022

  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.

  Purchase Protection LLC aka Purchase Protection (www.purchaseprotection.com) is a SCAM! They claim to offer 100% refunds within **** business days on the cost of event tickets, should you not be able to attend due to unforeseen circumstances. However the company is not responsive, it seems as though they hope youll forget about the refund after filing a claim and I am still trying to get my money back well after the 10 business days. They also dont tell you about the laundry list of obvious unforeseen circumstances that do NOT qualify for a refund. Not only do I have to go through the hassle of filing a chargeback, I will be contacting TicketSpice, RegFox and RedPodium to complain about this obvious scam. I want my money back.

  Customer Answer

  Date: 10/27/2022

  Please see the attached receipt and correspondence with Purchase Protection LLC. Feel free to let me know if you need any additional information. Thank you!

  Business Response

  Date: 11/28/2022

  We connected with ************* and successfully resolved her concern. During a migration of our systems, her file was erroneously marked fulfilled when it was not. That was our mistake and resulted in an unexpected delay. Additional time was needed to verify the documentation since it it was an unusual circumstance. We kindly reached out to ************* and explained the issue and offered a 200% refund for the inconvenience on our part.