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SentryLink, LLC
BBB accredited business seal
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.

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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:05/18/2023

    Type:Billing 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.
    On February 16th, I received a letter from my credit card company asking me if I made two purchases with Sentrylink. BY MISTAKE, I stated that no it was a duplicate charge. As a result, Sentrylink suspended our account. Since that time, we have made multiple phone calls and multiple emails informing them that we reported the two charges by mistake and had the credit card company reverse the chargeback. Despite all that, Sentrylink has refused to reinstate our account and we don't have access to our data. Attached, please see the emails as well as the letter from our bank indicating that the chargeback was reversed. AS you notice, we have sent THREE emails dated 3/3, 3/8 and 3/14 and have not received a response to either one of them.

    Business Response

    Date: 09/22/2023

    From: <[email protected]>
    Date: Thu, Sep 21, 2023 at 5:46 PM
    Subject: Re: ************************* (********)
    To: *********************** <***********@mybbb.org>

    Dear *****,

    In March, we replied to ********************** bank through our payment processing provider, ******. We tried to have the two chargebacks and
    fees reversed. The case status was closed in the buyer's favor, and SentryLink incurred the original costs and fees that ****** charged in March.

    I also had some email correspondence with ******************. We agreed that once the dispute was closed through PayPal and all charges were
    reversed, he would pay the fee to reinstate his account. On **********************'s end, the chargeback dispute through PayPal can take up to
    60 days to close, depending on the financial institution. 

    I will contact ****************** tomorrow to see if I can resolve this matter.

    If you have any questions, please get in touch with me at (****************, Monday through Friday, 9 AM until 5 PM EST.

    Sincerely,
    *****************************
    SentryLink
    Customer Care Manager
    ********** Office / ************** Fax
    **************************************

    Customer Answer

    Date: 09/28/2023

    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. 

    Regards,

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

SentryLink, LLC is BBB Accredited.

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