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:06/24/2024

  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.

  Updating my previous complaint. Company CEO *** cashed my rollover check on May 7th and did not deposit it into my account for now 2 months and refuses to deposit it. Sent my rollover form 8 times. Company continues to state I did not fill out a form although I have all the emails. *** calls me (maybe ***??? can't verify over the phone) and decides to call my previous employer retirement to receive rollover authorization. *** asks me to use my SS#, pin sent to my phone by previous employer's retirement for access, and he asks for all my personal security questions to access my previous employer's account. I told him I was not comfortable given the personal info to him or over the phone and he gaslighted me and yelled at me. He said there's nothing he can do without all my personal security information from my previous employer over the phone and will not reset my online account info for ********************** account access so I can upload the rollover form for the uptenth time. So, *** and Sentinel just stole my rollover money interest free. *** said since I'm not complying with his demands immediately and on his terms, he said I'm not in compliance and it's my fault. He said he has no bosses or anyone else at the company I can talk to to receive my money.

  

  Business Response

  Date: 06/25/2024

  We were able to obtain the information needed to process the rollover from the participant and have initiated the trades for deposit to her retirement account. The transaction is viewable online at this time and the account balance will be updated to reflect the rollover contribution once the trades settle (normally within 2 business days). We have been in contact with the participant by telephone to confirm the status of the rollover and have provided this information to her.

• Initial Complaint

  Date:05/03/2024

  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.

  I had a retirement account with roughly 28k in the account. I requested a disbursement and knowingly the *** would take 20% and the state tax rate was in question. I contacted LACU and Sentinel Group and was told that 2.5 would be adequate for the state tax rate. The information was added to the disbursement form and sent to LACU. Long story short was that the Sentinel Group relies on ****** to process the document and intead of 2.5% ****** took out 25%. Between the 2 deductions (*** & State) I was refunded 16k instead of the expected 24k. I was by Sentinel Group that it would take ***** business days to correct this. It has been a month and today I received a call from Sentinel stating it now could take several months to have this corrected. In order to correct this, Sentinel would require all the funds that were disbursed (16k) to be deducted from my checking account, then at some point in the future they would re-disburse the correct amount (24k).This is a bad model for customer service. I would like to have the difference refunded to my account ASAP.

  

  Business Response

  Date: 05/08/2024

  Thank you for bringing this matter to our attention.

  We are sorry for any inconvenience that was experienced regarding the incorrect state tax % being withheld. We have spoken to the participant and are actively working on the resolution.
  

  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Sentinel Group
  

  
  

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  Originally the Sentinel Group informed me that in order to refund the incorrect tax amount, they would need to deduct the original disbursement (16k) from my checking account and then send a second disbursement with the correct amount.  This was supposed to take up to 14 business days after which I was informed it could take several months to resolve.  I received a call from Sentinel Group on 5/7 and returned the call on 5/8.  In this call the Sentinel Group informed me that instead of deducting the amount from the original disbursement, they would instead just provide a second disbursement for the amount of tax that was incorrectly deducted.  The disbursement is supposed to happen on May 20, 2024 and I would like to leave this issue open until the disbursement is received.

  Thank you Sentinel Group for reaching out and informing me of this solution.
  

  
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/20/2024

  This has been resolved.

  The refund of the over withheld taxes was refunded the week of April 13th.

  We apologize for any inconvenience that was experienced regarding this withholding error.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Sentinel Group
  
  
  

  Customer Answer

  Date: 05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/28/2024

  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.

  On 09/22/2022 I made a purchase at ********* for *** eligible items. I also purchased makeup with spf 30. I then submitted a claim to sentinel to be reimbursed for the items. They reimbursed ***** for the *** eligible items but denied the makeup with spf. The total claim that I had filed was for the amount of *****. On 3/22/24 sentinel sent me a later that they paid me ***** for items that were not covered and are asking that I repay the funds. I am attaching the receipt showing the items were *** eligible. I have tried multiple times to get this corrected but they continue to say that I owe this money back which I dont.

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this matter to our attention.

  We are sorry for any inconvenience that was experienced regarding the misapplied credit of $16.27.

  We have reached to the participant leaving voicemails and we will explain how the $16.27 from the year 2022 was rolled into 2023.
  

  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Sentinel Group
  

  
  

• Initial Complaint

  Date:12/07/2023

  Type:Billing 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 12/31/22 I retired from my employer *************** ************************* I elected to receive COBRA benefits for continuing dental benefits with Delta Dental with Sentinel Benefits as the COBRA administrator. The coverage was stated to run from 2/1/23 - 7/31/24 and the premium is $51.95 per month. I received dental services on 11/7/23. I received an explanation of benefits from Delta Dental that stated the I was not covered under any plan. I called Sentinel Benefits and I was told that there were not any issues on their end and my premium payments were being received and submitted to Delta. I was advised to call Delta. I called Delta and was told the my coverage was terminated on 9/4/2023 and that I should call Sentinel to resolve the issue. I plan to submit an identical complaint with Delta Dental.

  

  Business Response

  Date: 12/13/2023

  Thank you for bringing this matter to our attention.

  We are sorry for any inconvenience that was experienced regarding your COBRA benefits .

  We have resolved the matter. Coverage has been reinstated, with no break in coverage and the 11/7/2023 claim has been reprocessed.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Sentinel Group
  

  
  

  Customer Answer

  Date: 12/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  I am sorry that I had to report this issue to the Better Business Bureau, but the matter was time sensitive and I felt that would be the most expeditious way to resolve the matter. Thank you for researching and resolving the matter.

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

• Initial Complaint

  Date:03/14/2023

  Type:Billing 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 concerns my Cobra continuation benefit through Sentinel Benefits. I left my employer 12/30/22. I received a letter from Sentinel dated 1/23/23 that I was eligible to continue my Flexible Spending Account (***) and **************** through Cobra. The letter indicated that *** would continue through 12/31/23 and Dental through 7/31/24. I replied that I agreed to continue both and made the first payment. I received a second letter dated 1/27/23 acknowledging that I was continuing both plans which included a payment schedule with the *** through December 2023 and Dental through July ****. After receiving this I made the second payment. When I logged into the website to file expenses, the online *** account indicated that all expenses must be incurred by 2/28/23 with final submission on 5/31/23. Nothing in the two letters indicated that I had to incur expenses within 2 months of my leaving my employer while making payments to the end of 2023 and I would not have elected *** if Sentinel had communicated this to me. I inquired by phone to Sentinel and a representative informed me that these were the requirements of the plan. I have paid $201.02 towards *** for 2023 and received $39.68 in reimbursement leaving $161.34 unrecoverable to date.

  

  Business Response

  Date: 03/14/2023

  Thank you for contacting Sentinel Group regarding this benefit. 

   

  Our records indicate that ************** did in fact continue his coverage through COBRA and all elected benefits are paid to date and will be active through the plan year coverage or until premium payments cease. We also show that ************** contacted Sentinel on 2/13/23 and it was confirmed that he did have his elected benefits but that his debit card was inactive and he would have to submit manual claims for any expenses incurred under the *** plan. [This is a plan set up and policy requirement but funds are active] The representative opened a ticket to our administrative team to confirm all benefits were active and that ************** would have access to his benefit funds. Resolution was provided by email to ************** Tuesday 2/14/23. I can see that his online account did show his status as terminated rather than covered through COBRA which I am sure led to confusion. We have emailed a claim form that he can utilize with instructions on how to submit claims to Sentinel to be reimbursed from his benefit. If there are additional questions or service needs, he should contact our service center directly at ************ or assistance. 

  Thank you,

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

  Customer Answer

  Date: 03/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************