Sentry Group Inc.

Id-[redacted]- This was settled on 3/24/16.  Customer never contacted us before march 2016. If customer had this safe for 2 years with no combo. He should have noticed it at the time of purchase and requested it from whoever he purchased it from.  Customer is all set, he paid for combo and...

it was sent out via e-mail.

I would like to notify you that we have settled with Sentry Group Inc. To...

thisday I cannot understand how a company can continue to function selling aproduct that has a defect. However my Daughter and I are satisfied, wehave received adequate compensation.One thing must be mentioned however, their customer service is terrible.They did not contact us about our complaint. My Daughter had to call themand complained again, it took several hours before they would agree. Thehold period , on the phone ,alone was disturbing, it was over two hours.We will never purchase anything from them again.

ID-[redacted]-  All keys and combo’s are non-refundable. We already explained this to the customer. Most people will order the keys and then get them made themselves and send them back. So we made all keys nonrefundable to avoid this from happening.

Customer is mixing up our policies. We have a 30 day return policy for any safe that’s brought thru our store. Our keys have always been Non-refundable. The form attached is also on our website.  Derrick D[redacted] Supervisor, Customer Service Sentry Group

consumer called stating that he wants to add the name of his daughter who he bought the safe for because she complained to them before and they sent her a different 3 times.[redacted]

Anytime there is a request for a key or combo you have to pay a $20 fee and its non-refundable. Only time we waive it is if they wasn’t not provided during purchase. So we waived the fee in 2013 because it wasn’t in the box. Customer is arguing that they paid, but they didn’t.  They  lost...

the combo and now does not want to pay.  Explained that they never paid and they need to pay now. She lost her computer and feels like we should just send the combo because they lost it. We spoke directly to them and explained all of this. At this time this matter is closed and customer needs to pay before getting the combo.

To Whom it may concern, Attached is our informational press release regarding this rare earth magnet.Some key points that need to be understood:1.       This is not a defect!2.       Nothing is wrong with the...

safe3.       A locksmith Trade secret was released4.       You have 3 optionsa.       Keep safeb.      Get on repair kit list ( we have over 1800 people on it)c.       Request a refund5.       If you request a refund we have to disable the safe and mark it as destroyed6.       The refund process is based on when they send back in the kit. If he wants his valuables protected then I would assure him to keep the safe, the possibilities of someone  knowing where his safe is, having time to get into it and carry that huge magnet is very small. If he wants a refund there is no way around it. We need that repair kit back.Also we told the customer on 6/8/2015 what was needed to get a refund and he called back on 6/25/2015 to check on the status of the mailer.He didn’t complain about the refund packet until 6/29/2015. [06/29/15 17:46:49 EDT - [redacted] - Edgardo P[redacted]]cs called upset of our timeline and refund procedure advised that is the only option we have since safe is not recalled or defective advised can go buy safe and wait for reimbursement cs upset wants to contact Revdex.com [06/25/15 13:19:02 EDT - [redacted] - Julie K[redacted]]sending notification that refund mailer has been sentRefund mailer shippedUsps tracking # [redacted]  [06/08/15 16:38:53 EDT - [redacted] - Sandy C[redacted]]Cu called for a refund kit At this time if he wants a refund then he has to send back the kit and buy a new safe, my suggestion is to just keep the safe and get on the repair kit list. If you have any questions please feel free to contact me directly. Sincerely,Derrick  Derrick D[redacted]Supervisor, Customer Service

1st customer never called us about the dial safe. When we talked to her on 3/16 she didn’t even bring it up. Lock boxes are provided different locks but it’s very common for a customer to have the same locks. These are for privacy only and we explained that to her.  She could go back to the...

retailer and let them know that it’s the same lock and exchange for one with a different lock.  There is nothing we can do for her regarding this. If she feels this strongly about it she has to take it back to the retailer. Privacy box was explained to the customer.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Jeffrey G.

Hello, It looks like this customer contacted us on 08/24/16 and spoke to a representative who advised the customer the fee would be waived once we received the notary form.  The customer did not fax that notary form to us until 09/06/16.  At that point the combination was sent via...

email to the customer the next day, which is standard protocol.  Our turn around time for combinations once we receive the notary from is 3-5 business days.  No further action is needed for this case.   Regards,Jana Z[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Sentry called Revdex.com and said that the business has refunded the money and the consumer is "all set".

MY COMPLAINT IS ABOUT THE CUSTOMER SERVICE.. THEY TOTALLY HAVE IGNORED ANY ATTEMPT I'VE MADE TO CONTACT THEM.. HOE DO THEY GET AWAY WITH THAT?? PLEASE ANSWER ME.. THANK YOUOn Wed, Apr 27, 2016 at 5:13 AM, Revdex.com <[email protected]> wrote: You have a new message from...

the Revdex.com Upstate New York in regards to your complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message.   BTW ...They DID respond to the complaint.. They called me and sent me 2 keys.. Whatever you did worked!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Case [redacted] was closed by Revdex.com despite my objection. The check Sentry Safe sent in payment of my warranty claim was returned to my bank unpaid,  and resulted in a fee of $12.00 from my bank in addition to the charge back of 179.88. I previously advised that Sentry Safe was resistant to my claim, and hostile in conversations with me about my claim. I ask that the Revdex.com reopen my complaint, and address this issue. [redacted]
Regards,
[redacted]

To [redacted], Complaint Handler ext [redacted]Thank you for inform[redacted] Sentry Group of complaint ID [redacted].Our records refiect that we received an online payment from Mr. [redacted] on 5/18/15 for a keyrequest. On 5/19/2015 we Emailed Notary Form because original one had the wrong serial number.He faxed a...

Notarized Statement of Ownership was received on 5/20/2015 but based on the new serialnumber needed X28 key not X68.On 5/20/2015 we sent verification letter to the customer so we can get the right information . On6/30/2015 we received an e-mail from the customer, we replied back to the customer lett[redacted] himknow we need him to fill out the verification letter because key number is invalid.We cannot process his order without that letter be[redacted] correct and emailed or faxed back to us. I'mhappy to provide the keys as soon as he responds to the email. On 6/20/2015 we called and left a VMfor him to call us or fill out the verification letter so we can send out the right keys.Below is our correspondence with Mr. [redacted][06/30/1506:37:21 EDT - [redacted] - Claire O[redacted]]cs email"I placed an order for keys for my safe on May 19th and have yet to receive the key. The notarizedrequest was faxed to you as requested.Please contact me asap to let me know when I will be receiv[redacted] my key."send[redacted] verifysn letterbased on SN provided needs X28 key, not X68[05/20/1510:49:10 EDT - 007920523B - Evelin M[redacted]]notary lori b k[redacted] exp 12/06/2015 req keys x68 pd-- wait[redacted] on verti s# letter[05/19/1507:07:26 EDT - 007920523A - Korrine M[redacted]]Emailed notary form; invalid SN[05/18/2015 13:23:01Email Import] Type; KeyOrder; Model Number; X055; Serial Number;[redacted]; Key Number; X68; Description; Key Standard Delivery; Order Qty ; 1; OrderTotal; 15.9375; Order ID ; 675652Sincerely,Derrick D[redacted]