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:03/07/2025

  Type:Order 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.

  ?? DO NOT TRUST SECTRAN SECURITY WITH YOUR BUSINESS FUNDS ??I am filing this complaint to warn other business owners about the deceptive, negligent, and unprofessional practices of Sectran Security Inc. My company entrusted Sectran with the secure transport of nearly $17,000, but instead of safeguarding our deposit, they lost it and are now refusing to reimburse us.Heres What Happened:? Sectran picked up our deposit and took custody of our funds.? The money never made it to our bank account.? ********************** failed to notify us of any discrepancy (despite contractual obligations requiring them to do so).? They led us to believe they were working on a resolution only to abruptly deny our claim.? Now, they are hiding behind contract loopholes instead of taking responsibility.This company advertises itself as a trusted security provider, but when their own failures result in a financial loss for their customers, they refuse to stand behind their commitments. Sectran has repeatedly stalled, misled, and ultimately refused to do the right thingleaving us with a significant financial loss.If this is how they handle $16,894, imagine what they would do with larger deposits!DO NOT TRUST SECTRAN SECURITY WITH YOUR MONEY.If they lose your deposit, they will NOT reimburse you.If they mismanage your funds, they will stall, mislead, and ultimately deny your claim.If you rely on them to safeguard your cash, you are putting your business at risk.We are now pursuing legal, regulatory, and public actions to hold Sectran accountable. No business should have to fight to recover money lost by the very company hired to protect it.?? Business owners, take this warning seriouslyDO NOT put your hard-earned money in Sectrans hands. There are better, more reliable armored transport providers out there. Sectran is NOT one of them. ??

  Business Response

  Date: 03/17/2025

  We appreciate you taking the time to share your concerns, and we sincerely regret the frustration and hardship this situation has caused you. At Sectran Security, we take every customer concern seriously and remain committed to maintaining the highest standards of security, professionalism, and transparency in our services.
  We understand that trust is the foundation of our relationship with our clients, and we never take that responsibility lightly. Upon receiving your claim, our team conducted a thorough investigation to determine the circumstances surrounding the missing deposit. While we are unable to discuss specific case details in a public forum, we assure you that our findings were based on an extensive review of all available records,procedures, and contractual agreements.
  Our goal is always to reach a fair and timely resolution for our customers, and we regret that we were unable to meet your expectations in this matter. If you would like to further discuss your concerns, we remain open to ongoing dialogue and encourage you to reach out to our claims department directly at *******************************************************
  We value our customers and the trust they place in us, and we remain committed to delivering the highest level of service and security.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22993921
  
  I am rejecting this response because:

  Sectran Securitys response here is yet another example of their continued deception and bad faith handling of this matter.

  Privately, Sectran made it very clear that they were closing this case and would not change their decision. ***** ********** explicitly stated that Sectran would not be reimbursing the missing deposit and that they were standing by their claim denial.

  Now, in a public forum, they suddenly "remain open to ongoing dialogue" and encourage further discussion? This is a blatant contradiction of their own written communications.
  If Sectran was actually interested in resolving this fairly, why did they repeatedly refuse to reconsider their position when contacted directly?

  Additionally, Sectran states that they conducted a "thorough investigation," yet:

  -They refused to provide a final report detailing their so-called findings.
  -They contradicted themselves multiple times, initially claiming they were still investigating, then later stating that their logs only go back 90 days and that the matter was closed.
  -They failed to notify us within 24 hours of any discrepancy as required by their contract, and now expect us to accept that their findings were "based on an extensive review"?
  

  Sectran's public-facing response is pure damage controlthey want to appear reasonable while knowing full well that they have no intention of actually making this right. This is exactly the kind of deceptive business practice that customers need to be warned about.
  

  If Sectran truly wants to reach a fair and timely resolution, then they should stop using scripted PR statements and actually reimburse the $16,894 they failed to deposit. Anything short of that is just more misdirection and stalling.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/21/2025

  Sectran Security Inc. stands by its original position. The claim was thoroughly reviewed and denied based on the terms and obligations outlined in our service agreement.
  We understand the customers dissatisfaction; however, our investigation did not reveal any breach of duty or contractual failure on our part.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22993921
  
  I am rejecting this response for the reasons I mentioned before.
  
  Sincerely,
  
  ***** *****