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:03/10/2026

  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.

  This claim is for REMOVEDof REMOVED, REMOVED. I am the chairman of the board of trustees for this business.Sentry Security was contracted to clean and inspect our smoke detectors. As part of the inspection that was to be performed on July 11, 2025 the technician on site came to the pastor's office to report that he had damaged the Notifier Simplex control panel and they would replace it.Weeks later with the fire alarm system out of commission, we received a bid to replace the panel at a cost of $13197.00.We decided to go with another vendor to replace the panel with a newer panel from another vendor at a much less expensive bid of $9170.00. Another reason why we went with a different company is that Sentry was not an authorized Notifier dealer which we believed may invalidate any warranty on a replacement panel installed by them.However the Sentry company has never responded to our letters and request for the amount on the contract to clean and inspect our system which was in effect jul 2025. We asked this company to even partially reimburse us for our expenses, but no answers have been received.

  

  Business Response

  Date: 03/26/2026

  Sentry Security takes all customer concerns seriously and appreciates the opportunity to respond to this complaint regarding the inspection performed at REMOVED
  

  On July 11, 2025, our technician conducted a routine inspection of the fire alarm system. During this process, it was identified that the Notifier Simplex control panel was not operational and required replacement.
  Following the inspection, our officeconsistent with company policycommunicated directly with church representative REMOVED.During that conversation, the need for panel replacement was discussed, and REMOVEDacknowledged that the panel was older and understood that replacement would be required in the near future.

  
  At no point did our technician state to church personnel that he had damaged the panel. We have spoken directly with the technician, a senior and highly experienced member of our team, who has confirmed that no such statement was made. Furthermore, it is Sentry Securitys strict policy that any findings involving significant repairs or costs are communicated through our officenot field techniciansto ensure clarity and accuracy.
  After identifying the issue, Sentry provided a proposal for panel replacement. We did not receive authorization to proceed with the work and did not hear further from the church until receiving correspondence alleging that our technician caused the damage.

  
  Given the age and condition of the panel, as well as the absence of any evidence indicating that damage occurred during our inspection,Sentry Security cannot accept responsibility for the failure of the system.
  We regret that the church experienced system issues and understand the inconvenience this may have caused. However, we respectfully disagree with the claim that Sentry Security caused the damage and therefore cannot agree to reimbursement.

  
  We remain committed to professionalism, transparency, and customer service,and we are available to discuss this matter further if needed.

  Customer Answer

  Date: 03/27/2026

   
  Complaint: 24622210
  
  I am rejecting this response because:

  We have two witnesses to the fact that the technician on site stated that he had "broken the panel" and was leaving our site. One is Pastor REMOVED, the other is a member of the congregation who has stated to me the same message from the technician. Perhaps he misspoke, but that is what these two witnesses stated to me. I have already stated the reason why we did not have Sentry replace the panel in the complaint. I understand that the panel did stop working while they we on site, but it had been working prior to their visit without errors.

  The company's response does not address the issue of the contract from 12/1/2024 - 11/30/2025  invoice REMOVEDto inspect and certify the alarm sensors on an annual basis and was not completed for 2025 due to the damage to the alarm panel. I expect a refund of this contract $2052.60 at the minimum since the work was not completed.  If we are able to receive this refund, then this would be acceptable solution for our problem.

  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/07/2026

  I reiterate Sentry's position- see prior response below.  Clearly, this is a "he said, she said" situation.  Our position remains that we did not say it was our fault nor did Sentry find evidence of our wrongdoing.  I will emphasize that Sentry has been an A+ rated BBB customer for almost 2 decades- and I believe we have only had 1 complaint prior to this one, which was resolved in Sentry's favor.  Sentry is available to discuss further.

  REMOVED, CEO

   

  Prior response:

  Sentry Security takes all customer concerns seriously and appreciates the opportunity to respond to this complaint regarding the inspection performed at REMOVED
  
  On July 11, 2025, our technician conducted a routine inspection of the fire alarm system. During this process, it was identified that the Notifier Simplex control panel was not operational and required replacement.
  Following the inspection, our officeconsistent with company policycommunicated directly with church representative REMOVED. During that conversation, the need for panel replacement was discussed, and Mr. REMOVEDacknowledged that the panel was older and understood that replacement would be required in the near future.
  
  At no point did our technician state to church personnel that he had damaged the panel. We have spoken directly with the technician, a senior and highly experienced member of our team, who has confirmed that no such statement was made. Furthermore, it is Sentry Securitys strict policy that any findings involving significant repairs or costs are communicated through our officenot field techniciansto ensure clarity and accuracy.
  After identifying the issue, Sentry provided a proposal for panel replacement. We did not receive authorization to proceed with the work and did not hear further from the church until receiving correspondence alleging that our technician caused the damage.
  
  Given the age and condition of the panel, as well as the absence of any evidence indicating that damage occurred during our inspection, Sentry Security cannot accept responsibility for the failure of the system.
  We regret that the church experienced system issues and understand the inconvenience this may have caused. However, we respectfully disagree with the claim that Sentry Security caused the damage and therefore cannot agree to reimbursement.
  
  We remain committed to professionalism, transparency, and customer service, and we are available to discuss this matter further if needed.

  Customer Answer

  Date: 04/07/2026

   
  Complaint: 24622210
  
  I am rejecting this response because: The business still has not responded about the contract that they failed to complete for inspections in 2025 which was paid to them in 2024. They haven't filed the inspection report with the fire marshal so that should also confirm that the contract was breached by Sentry. If they refund the amount of that contract which they failed to complete, then I would accept the decision.

  If they choose not to refund the contract 33890411/1/2024  price paid of $2052.60 , then I will continue to leave this complain stand against the company.

   

  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/28/2026

  Sentry has issued a refund check and confirmed with the customer that the issue is resolved satisfactorily.

  Customer Answer

  Date: 05/06/2026

  Better Business Bureau:
  
  We are ok to close this case, and you can consider it closed. Sorry for the delay, but we received the check on 4/28/26 from Sentry Security, deposited it on 4/29/26 and was told to wait by REMOVEDfor 4-5 business days to ensure that it cleared. 

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/23/2023

  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.

  Our existing security system account with REMOVEDwas transferred to Sentry Security. I had no influence on this (it was solely between Safe Alarm and Sentry). There were some outstanding invoices that had not been paid because at automatic payment process was stopped after the transition. Sentry had not subsequently sent me the invoices or alerted me to the non-payment status (prior to November of 2023). The monitoring service has since been canceled as I will be going with a different provider. On November 7, 2023 an ACH payment in the amount of $505 was received by Sentry but only $315 has been applied to outstanding invoices (as of 12/23). Additionally REMOVEDreflects a time period that falls after the cancellation so it should be credited. I have emailed Sentry about the invoice issues but there has been no response. Their stated turnaround time for a response is the next day but it has been several days since I sent the email. Invoice REMOVEDshould be canceled and $85 should be returned to me.

  

  Business Response

  Date: 01/08/2024

  We refunded customer in the amount of $190 via check. 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21050411
  
  I am rejecting this response because:

  Nothing has been received at the time of this message.
  

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 01/21/2024

  REMOVEDsent an email to me inquiring about his refund. Let him know the check number and date the check was mailed. He should have received the check by now. 
  

  Thank You! 

  Customer Answer

  Date: 01/22/2024

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