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Business Profile

Security System Monitors

Sentry Security
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/23/2023

    Type:Product Issues
    Status:
    Resolved
    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 ********************* was 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 ****** reflects 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 ****** should 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,

    *********************

    Business Response

    Date: 01/21/2024

    *** sent 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 ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************

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