Complaints

This profile includes complaints for Kane & McHenry Enterprises LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kane & McHenry Enterprises LLC

  4660 Elizabeth St Coraopolis, PA 15108-3322

• 

  Kane & McHenry Enterprises LLC

  10475 Perry Highway Suite 102G Wexford, PA 15090

• 

  Kane & McHenry Enterprises LLC

  207 Overlook Dr Sewickley, PA 15143-2605

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:12/17/2024

  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.

  Bought a new IPhone and screen protector at the same time 11/24/2024. Protector came with a lifetime warranty, on 12/15/2024, I noticed screen protector had a crack across screen. I contacted Cellhelmet through email, customer service requested I had to pay an additional $9.99 service charge. Furthermore, item was bought 2-3 weeks ago and came with a lifetime warranty.

  Business Response

  Date: 12/17/2024

  Hello,

   

  Thank you for your feedback. We appreciate the opportunity to clarify our warranty process.
  
  The lifetime warranty for your screen protector ensures that you can request a replacement whenever needed; however, as outlined in the warranty terms, a standard $9.99 processing fee applies to each warranty replacement. This fee covers shipping, handling, and processing costs. You are not paying full price for the product again, just the flat $9.99
  
  To assist you, we previously offered a 50% discount, reducing the fee to $5 for your replacement. While we understand this may not have met your expectations, the processing fee is a necessary part of fulfilling our warranty program.

  Take care,

  Cellhelmet customer suport. 

• Initial Complaint

  Date:04/18/2024

  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.

  Insurance was registered and completed 6/21/2023 after purchase and application 5/23/2023 and recieved reciept via e-mail. in april 2024 a small crack was created at some point, I dont know the time. I filed a claim through cellhelmet and they forwarded it onto olive financial insuance. Unknown to me the original registration was not completed to their satisfaction and my subsequent file for damage was denied. I contacted both cellhelmet AND olive financial to be told there was nothing to be done but they would be more than happy to help me register a new product after paying for a new screen and new product. I have made no headway and see no reason to repeat buying a product that would be worked around like this in order to deny a claim.

  Business Response

  Date: 04/19/2024

  Hello,

   

  The app provides clear instructions for capturing a photo of the front screen of the device to ensure its condition during registration. It activates the front-facing camera and guides users to hold the phone in front of a mirror to verify the screen's visibility for the photo. Users are then prompted to confirm the submission of a clear image of the front-facing screen with all edges visible. Compliance with these instructions is necessary for a valid registration. Regrettably, the customer submitted a selfie-style photo of herself instead of following the correct procedure. Attached to this communication is the incorrect photo. Consequently, the customer's claim denial is valid. Also attached are the registration instructions from our app and two examples of what a valid registration phot should have looked like. 
  
  Moreover, the customer was offered a new liquid glass from our website at no extra cost. We also offered assistance in guiding her through the registration process to ensure that she is properly covered going forward. If the customer still wishes to take advantage of this offer, she can contact our customer service team for further assistance. 

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The terms and conditions were sent to me as follows: ************************************

  I've asked to be directed to the conditions where the pictures must be fulfilled in order for claims to be valid. I have not received any response.

  As for an offer of new glass and help registration there must have been a miscommunication as the email stated as follows: "We do appreciate your business though, and would love to help get you a new liquid glass and walk you through the registration process so you can be properly covered going forward."

  Nothing in that text offers any replacement glass but rather an offer for direction to get new glass and help registering it.

  I've walked around for almost a year assuming I was properly covered. This seems to be an issue with previous complaints and seems something should be done for better quality control.

  My product was applied in store on the day of the new glass replacement by an employee in front of me. Ethically why would that employee apply a product to a defective screen, and why would I walk around for almost a year with a crack on the screen? 

  I applaud the product for lasting this long, as my phone is always on my person and is in high use all day, but now that it is needed for repair, it is useless.

   

  additionally the olive branch financial guarantee is as follows: ****************************************************** 

  It also does not state that pictures must be satisfactory but does include that registration is complete when you receive an email confirming registration, which I received 6/21/2023
  

  Business Response

  Date: 04/19/2024

  This has already been addressed. We provided proof of the registration instructions from the app. The customer disregarded those instructions, registering incorrectly, and her claim was subsequently denied. The ruling will not be overturned. 

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I again do not see in the terms and conditions where it says photographs must be satisfactory in order for terms to be fulfilled and this is the only response received.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/05/2023

  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.

  Please review my situation with documentation and cellhelmet is not honoring their warranty. My purchase of your product was made when I got my screen repaired on 4/29. Your product was installed at ubreakifix on 4/29 which is proven by the attached receipt. On 5/27 I dropped my phone on my driveway and shattered the screen prior to registering but within the allowed 30 day registration window. On 5/29 I repaired my device and purchased another of their warranties and even put an extra screen protector on top of it as another added layer of protection. This proves I was not trying to pull one over on them. I have a legitimate claim and it is the right thing to do for them to honor their warranty. While they likely have a technical loophole, I want to alert others about their shady business practices. I appreciate you taking the time to review further. Thank you. I feel they should honor the warranty and reimburse my screen repair, but at the very least they could make my original warranty valid going forward and refund the second warranty I purchased.

  Business Response

  Date: 06/06/2023

  Hello, 

  The device must be successfully registered prior to being damaged. This is part of the terms and conditions of the program and is also listed during registration. The app instructs you that registering a damaged device constitutes fraud and will not be covered. Unfortunately, due to the device being damaged prior to being registered, the repair will not be covered. 

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand that legally they may not be required to to pay the claim, however ethically they should. Their warranty says not registering properly MAY void the warranty. This means they certainly can and should look at the individual circumstances.

  I registered my device within 30 days. The documents you receive that say you need to register do not provide any disclaimer requiring you to register prior to breaking your device, only that you must register within 30 days. I have provided a copy of my receipt which proves my device was in good and working order at time of purchase (screen was repaired and screen protector installed at ubreakifix).

  Should you not pay for the repair my alternate resolution is to refund the 2nd 75.00 warranty. My initial warranty would have been valid if you had responded to let me know you needed a photo of the device in working order. That picture and device was since sent.

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

• Initial Complaint

  Date:05/12/2023

  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.

  We purchased CellHelmet liquid glass cover for our phone and did all the registration required. First off the product is horrible and cracked within a very duration of having it. Submitted for the warranty coverage and was approved by the Asfalis company. Have been waiting over 3 months now for our $300 refund. They keep promising we will receive it within 30 days which is a huge lie. As I realize this is a Third Party issue I found it questionable as to why you continue to do business with a warranty company who does not refund your customers. I have seen many complaints of the same issue regarding Asfalis. They never even responded to my BBB complaint or returned my phone messages. Thus I feel that CellHelmet is just as shady of a company and you should be held responsible for getting our refund to us. Though recently a representative with CellHelmet has made claims that they are helping with the situation by contacting Asfalis we have still yet to get a refund in over a month.

  Business Response

  Date: 05/16/2023

  As you can see this was taken care of by cellhelmet directly. Our insurance backer Asfalis, had some outstanding claim that until recently we "cellhelmet" were not aware of. Once we received the information related to the outstanding claim we made direct payment to the customer which has been received. 

   

  Eli
  May 05 ?09:30 am?
  
  My name is Eli and I'm the customer service manager with cellhelmet. First off, I would like to apologize for the delay you have experienced regarding your reimbursement. We are taking care of this internally and will be getting the reimbursement to you shortly. We deeply apologize for the delay but can assure you it is being taken care of. Currently, we are putting together any outstanding claims and will be processing them within the next week. Please keep an eye out as we will follow up once we have some more information and can provide you with accurate details on getting the reimbursement. 

  ****** * ********
  Yesterday ?01:59 pm?
   
  We received a check for my repair reimbursement today.  Just wanted to thank you for your help with this.  My wife and I truly appreciate you!

  Customer Answer

  Date: 05/16/2023

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

  After submitting this complaint we did finally receive a check from CellHelmet days later.  
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/28/2023

  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 the cellhelmet liquid glass 300 screen protection from a ubreakifix location in kansas city missouri. at the time of purchase, i paid $80 for this product, which states on its cover '$300 screen repair guarantee'. the representative at ubreakifix told me that should i require the screen to be fixed after install to bring my phone and my receipt/product box in and this would be taken care of. the purchase date was 12/6/2022 at 11:09am. flash forward to today, 4/28/23, and i need to have the screen that had the cellhelmet installed on it fixed because the product did not prevent the screen from breaking. i went in to the same ubreakifix location to get the screen fixed and file a claim for this '$300 screen repair guarantee'. a different representative told me to call cellhelmet in order to submit a claim. first, cellhelmet does not have a phone number that goes to a representative. it is a never ending loop that basically tells you to download their app (i assume to collect my data that they require to set this up). i downloaded the app and found out that in fact this product needs to be registered within 30 days of purchase to be valid. i had no reason to believe this would be the case, as nowhere on the outside of the box states anything about a time-sensitive registration. i reached out to the company via their online chat and a representative named aaron basically told me 'sorry, cant help you.' i cant help but feel that i have been ripped off by this company. it seems to me as though this is intentionally misleading so they do not need to pay out on claims for broken phone screens secondary to screen breaks with their product installed. i would like for a screen repair to be paid for (up to $300 as the product states very clearly).

  Business Response

  Date: 05/01/2023

  Hello,
  
  
  We have very detailed registration requirements that are laid out plainly inside the packaging of the liquid glass the customer paid for. In order for this repair coverage to be valid, the customer must register their device within 30 days of purchase on the registration app that's provided on the registration card inside their box. The device must be registered successfully within that time frame and before it is damaged. cellhelmet does not have retail locations, none of the store reps the customer spoke with are cellhelmet employees. We do our best to train the stores that sell our products, but we cannot police their employees as they are not our own.  The customer made us aware that they did not look over the registration instructions inside the box of liquid glass until 4 months after purchase and after their device's screen was already damaged, and there were no prior attempts at contacting us by the customer. While the registration process should have been better explained at the point of sale, the customer had all of the necessary information they needed to register with, and it is the customer's responsibility to register their coverage successfully. 

  Customer Answer

  Date: 05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

   

  If you were a customer let me pose this scenario to you:

  You go to a phone repair place to have your phone screen repaired. They replace your screen and sell you a product for $80 that claims to make the glass stronger and additionally provides $300 of coverage in the case the phone screen does break again. This sounds great. You buy the product (if you are aware of phone screen protection, $80 is a very steep price) and have it installed by an employee at the repair center. Upon picking up your phone the employee tells you to keep the box and your receipt and if the phone screen breaks again to bring this buy and the warranty will be applied to the repair. You swipe your credit card to complete the transaction, look the box over where it says $300 will be covered in the event of breakage with no mention of a time-sensitive warranty registration.

  Would you 1) see if there is anything you need to do with this product following its installation and see if there is any action required inside? 2) call the company whose product you bought to see if there is anything extra you need to do in order to make double-sure the packaging isnt misleading and there is a step that you need to do in a timely manner to receive the offer plainly stated on the front of the box? 3) none of these.

  I understand that their policy does exist. I understand that companies need to prevent fraud. I also undertand that manufacturers cannot police every action of an authorized retailer. I do not understand how you can have intentionally misleading labeling on your product and then stand behind your act of consumer deception when called out for it. I am a consumer who purchased this product, who had an explanation of the product from a nationwide retailer of the product, and who feels like I have had 80 of my hard earned money taken from me. These clowns have the revenue from my purchase which they must have deemed is sufficient to cover their cost from paying out x% of claims that will come from broken phone screens. They are refusing to provide the service that their packaging advertises. Plain and simple.

  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/27/2023

  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 bought the phone and that cell helmet liquid glass on Dec. 24, 2022. The manager applied it. He threw the box away. I dropped my phone and called the store, an employee informed me of the warranty. I never received the warranty card. Not my fault. So, the manager told me i could pick one up. I did. I registered the phone. The warranty is for 1 year. Really, in that picture I had to take for showing a screen in perfect condition does not show if the liquid glass was on it or not right? So, really if we want to be logical the reason for denying the claim is not fair. I explained I had special circumstances due to me not getting the card. Asfalis the warranty company does not know if I put it on the phone before it broke? How could anyone actually see it anyway? I am telling you it was on there. The store applied it. Why would i buy it and not use it. Lets be practical. It is $85. I want the warranty honored please.I showed the receipt for the phone and liquid glass and receipt for repair. Please be fair and decent. I am not getting over and by being honest I am getting punished. Please reconsider these circumstances for a customer. So if I file a claim for breaking the phone today would that be covered? I am trying to prove a point here. I applied the stuff, screen broke in 3 months. I want the reimbursement, that stuff was pointless. I do not want to deal with asfalis. They have 1 star and many complaints. I really would appreciate the reimbursement. This is not fair, I called the store and they will not do anything saying even if returned accesories in an hour no refund is their policy and they told me get reimbursed by the warranty. I understand the terms of the warranty if i got the card i would have registered it and it would be covered. I am forgetting the warranty and unhappy with the product and since asfalis will not consider my proof and circumstances i hope the maker and company will.

  Business Response

  Date: 04/28/2023

  Hello,

  I'm sorry to hear about your situation and that your Liquid Glass was never registered. The registration card is included inside the packaging and the stores would know about the registration process. The registration must be successfully completed within 30 days to activate the coverage. During the registration process, the specific device information is gathered along with a screen functionality test to verify the condition of the device at the time.

  You mentioned the store threw away the registration card which would not be the fault of cellhelmet and would need to be addressed between you and the store location. However, I do see in the attached photo you sent of the purchase receipt that the registration card is in fact in the photo and that the pin code has been scratched off. While I do apologize for any information that was not provided, we would not be able to cover the cost of the screen repair. I see in your message that the store provided you with a new Liquid Glass product but if there are any other products I could provide to you we would be happy to do so. 

  Customer Answer

  Date: 04/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  The  store did not replace the liquid glass. I never said that. They gave me a registration card after I called them in April when I broke the screen. I did the registration in April. If they gave it to me on Dec. 24 it would have been done. The product offered no protection. The product was bought, applied and  damaged in the year. Can't you please make an exception? I didn't even know it came with a warranty and  I told the store this they are saying they put it in the bag but they didn't. They also said they don't let any accessories be returned used or not. I called them to see if it was "returnable" as it shattered even though you can't even see it. I have never broken a cell phone screen  and if I registered in 30 das and this broke you would reimburse me? Can't you just trust me that everything falls in your warranty minus me registering  it in 30 days but you see I bought it and you can't see the liquid glass anyway so I could have taken that pic for the app no one knows if it was on there prior to breaking. My point is It wasn't my fault I didn't register it was the stores..the product failed. Can't you do anything??
  Regards,
  
  ***** ****

• Initial Complaint

  Date:01/11/2023

  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 ordered Cell Helmet from their website on 09/17/22, Order #*****. A different insurance company than before was used- Asfalis. I received confirmation of my product registration with Asfalis on 09/23/22. I needed a repair, which Asfalis confirmed they had accepted on 10/21/22. I repaired my screen and sent the receipt and my bank information to them on 11/16/22. Since then, I have been trying to contact Asfalis for months for my $300 reimbursement. They told me multiple times that they have a "backlog with their reimbursements". They eventually stopped replying when I warned them that I would filing a complaint. I would like a reimburesment for the $300, as well as a refund on the replacement Cell Helmet I purchased on 11/21/22 #*****, since it is also registered with Asfalis, who has proven to be unable to fulfill the deal. Attached is my communication from Asfalis and both confirmation of product registrations.

  Business Response

  Date: 01/18/2023

  Hi ******, 

  We are so sorry to hear of your experience regarding your claim reimbursement. While you did purchase a cellhelmet product, we have a third-party insurance backer who handles our claims and reimbursements. We did contact them right away regarding your claim since they are usually processed within 2-3 weeks. Asfalis, our claims backer, advised "This was our error. There was an error in the automation which resulted in the ticket being added to another queue that is no longer is use. I have resolved the issue with IT now and made sure no other tickets were affected.  I have made sure that this claim is in this weeks payment run and I will follow up with Accounts on Friday to make sure this is paid." while that does not excuse the delay it does explain what happened. Their system is automated which is why some of the same emails were sent. Asfalis will also be following up with you directly regarding the reimbursement. While this does not excuse the delay I did want you to know that we addressed the issue right away and made sure it was resolved. I also had Asfalis confirm your new registration was valid and you were covered moving forward. If there is anything else we can do, please reach out to us at ******************.com 

   

  Best Regards, 

  -cellhelmet

• Initial Complaint

  Date:09/21/2022

  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.

  At the recommendation of my cellphone repair company I purchased this product to protect my phone in case it break. I followed all the instructions and registered the product right away. Now my phone dropped and the screen broke. As instructed when I called in to go online and submit a claim only to receive an answer today that my "registration expired". Again, when I purchased it, it was not disclosed by the company, vendor or the email confirmation that I have only a year to submit a claim from date of purchase. When you call into the company there is NOTHING in any of the recording, I would highly recommend you call in and hear the deceptive message you get when you call or speak with them there is no mentioned of a year only until you go to file a claim. The recording says you purchase this product and your phone will be protected up to $300. You purchase this product with that assurance only to be deceived. I received the claim denial and called in. The representative refused to escalate the call, said he is the manager and I cannot speak to anyone above him. Put on someone said he I was speaking l his boss. Clearly it is a game they play with people after they fraudulently get people's money. He hung up the phone on me and didn't answer when I called back. He sent me an email showing in fine print a one year disclosure which again. I never saw because I registered my phone at the place and felt I had all the relevant information I needed when they sent me a confirmation which again, they only do as another way to deceive consumers. They conveniently leave out an expiration date. I need my phone fixed and I need this company to honor my claim and correct their deceptive practice so other unsuspecting consumers don't fall prey to this unscrupulous practices which I am sure many people do. They disguise their company under another name so people can't find then. It is scary to think they are getting away with these practices. They should be held accountable.

  Business Response

  Date: 09/26/2022

  Hello, 

  Our Liquid Glass products that have repair coverage have always been valid for up to one year from the purchase date. Unfortunately, once the policy has expired the coverage is no longer active and ineligible for repair. This information is listed on the registration card right under the scratch off pin code that is used to register the device. Per the Terms and Conditions of the program "cellhelmet Liquid Glass+ / PRO+ includes one year of glass repair coverage for the device being protected." The customers purchase was made on 8/4/2021 and would have been valid from 8/12/2021-8/12/2022. She filed her claim on 9/20/22 which was well after the policy expired. Unfortunately, the claim denial is valid as the policy was expired before the customer filed her claim. 

  Customer Answer

  Date: 09/29/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Cellhelmet AKA Kane and McHenry Enterprises, LLC has proven my exact point. If as the company stated this has always been their policy then WHY hide it even they send customers their confirmation information and it is not stated on the receipt then what is the point if they do not disclose it on the receipt like I have shown on the receipt I provided. Why not make it clear to consumers that it is valid for a year only. Why not advertise it like they do when they advertise if you purchase the product it will cover your phone. They outnit in fine print like he said on the box only knowing consumers will NOT see it. At no point in the process do they state that it is only good for a year once they get your money. Like I said it is a scam they are running and they are getting away with it which is why they continue to do it. They hide behind a shell so they don't get the attention needed to make consumers aware of this product until it is too late. It is a total scam. They are finding loopholes to steal people's money. It is an absolute shame. If they stood by their product and service then why not be upfront and honest with disclosing the information they know it is vital when consumers purchase their product? Why lie and conceal this information? They are only looking to avoid having to honor the warranty or cover claims after they get people's money. Shame on this dishonest, deceitful sham of a company. I want the world to know about this fraudulent practices of cellhelmet/Kane and McHenry Enterprises, LLC. It is absolutely disgusting what they are doing to unsuspecting consumers. 

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

• Initial Complaint

  Date:09/13/2022

  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.

  Purchased Cellhelmet, at the Verizon Store. Recommended by Verizon sales person. Followed the long Cellhelmet registration process. Near the end of the process, after clicking the "Next" button the site continued to "process" for over 30 minutes. The process did not end and eventually I needed to close the app. The phone and purchased product is less than 2 months old. MOST IMPORTANT is the product does not work as advertised. It does not protect the screen on a cell phone. The phone was dropped from approximately 3 feet and shattered the screen.

  Business Response

  Date: 09/13/2022

  Hello, 

  Our Liquid Glass works by bonding to the gaps and holes inside the glass, reinforcing the glass and offering a layer of scratch resistance. It does not make your device indestructible, scratch-proof, or shatterproof which is why we offer the screen repair guarantee along with it. 

  The coverage is only activated by registering on the specific device that has the Liquid Glass product. Registration is required within 30 days of purchase as well as before any damage to the device. If there was an issue during the registration, you would have needed to contact us directly for assistance and we could have helped to make sure the device was covered. We offer a live chat on our website as well as emailing our customer service team directly. Unfortunately, without a valid registration,  the repair would not be covered. 

  Customer Answer

  Date: 09/14/2022

  If you did not receive my registration then your website is apparently not working correctly making it difficult for consumers to know it may have been a failed registration attempt.

  Regardless of the registration process, this company has all the verifiable information including the Verizon Wireless invoice which displays: their listed product, the purchase date, phone manufacturer and model, phone IMEI, etc.

  Also your marketing of this "screen protection" is deceptive and misleads consumers in to believing that it really does protect the screen from damage since it is sold with the case which displays "12 ft. Drop Tested".

  Apparently the registration process is a tool used by this company to deny claims and maximize their profits. No legitimate company 
  
  Regards,
  
  *** ******

  Business Response

  Date: 09/15/2022

  The registration needed to be completed through the app listed on the registration card. The app needs to be installed on the phone that is being covered in order to gather the specific device information as well as a screen functionality test to verify the condition at the time of the registration. Had you reached out regarding the issues you had with the registration, we could have assisted with the registration process. This needed to be completed within 30 days as well as before any damage occurred to the phone.