Business Profile

Insurance Services Office

Sentry Insurance Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Sentry Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

157 total complaints in the last 3 years.
56 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.

Initial Complaint
Date:04/15/2025
Type:Service or Repair 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.
After being yelled at by an employee I was able to speak with a manager in claims after putting up a fight. Now after realizing that they did not include my leather seats in there estimate manager had now went from let me know if we missed something to we will not be able to adjust this offer. I am being told by many adjusters that it is not normal for my insurance company to deduct money from me for a claim that was 2 yrs ago and fixed I will add but have no evidence as the truck is now totaled.
Business Response
Date: 04/23/2025
Attn: BBB

This will acknowledge receipt of the complaint.

We responded directly to the complainant via email on April 23, 2025. We continue our efforts to fully resolve complainant's concerns. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
**************************************************************************************
Office: J3/12-18
Initial Complaint
Date:04/15/2025
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.
I was in a car accident with one of their insured individuals in July of 2024. I submitted all pictures on the date of the accident. Then I saw my doctors and submitted all Dr ********* to them at the end of my visits. I have emailed ***** ********* and I get no response from him. I have left voicemails for his supervisor ********* and she does not call me back. In February of this year 2025 I sent all medical documents to them regarding the bills that were built to my primary insurance and that I have paid out of pocket due to the negligence of them paying bills on time. I still have yet to be reimbursed for these bills from July of 2024 the date of the accident. I have followed up with them and it has been 9 months since the accident and I still have not been paid or reimbursed for any of my out-of-pocket medical expenses. Every email I sent to ***** I am not responded to any voicemails I sent to him he does not respond to me nor does his supervisor. I called him the other day and he stated it was going to take several more weeks it has been over 9 months how much longer do you need to look at this ********* in order to make a determination to pay me for my out-of-pocket costs and both my insurance covering these bills from your client. My insurance and I have combined paid over $7,700 out of pocket and we are still waiting on our settlement next month will be 10 months this is ridiculous and treatment of victims of your insure drivers who are driving on sr22s because they have convictions should be treated nicer. Your person was placed in jail because they are habitual offender and a parole violator and I am the victim here. This is the second time I've had to contact the better Business bureau to get some sort of action out of this company this is ridiculous.
Business Response
Date: 04/24/2025
Attn: BBB
This will acknowledge receipt of the complaint.

We responded directly to the complainant via email on April 24, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

Best Regards,

****** ****, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
********************
******************************
Office: SHO - J3/12-18
Initial Complaint
Date:04/07/2025
Type:Billing 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 March 8, 2025, Sentry Insurance reinstated my insurance policy number A0144823 for my truck under ****************** I was informed by email and phone call that my next payment would be due on April 12, 2025. Today, April 7, I found out that my policy had been canceled because they claim I did not make the March payment. Sentry Insurance also claims that I was notified by mail; however, I checked my P.O. box and did not receive any correspondence from Sentry. Sentry is now offering me the option to pay for both months before April 11 in order to avoid the complete cancellation of the policy. I can understand that someone might make a mistake once, but to assure and confirm that it was the correct payment date is a different matter.I want That the policy be reinstated and the charge for the month of March be waived, and that only the April payment be charged on the agreed date, April 12, as was communicated to us by Ms. **** ******** via email and phone.
Business Response
Date: 04/08/2025
Attn: BBB

This will acknowledge receipt of the complaint.

A duplicate complaint has been filed with the ************************* of Insurance. Our complete response will be sent to them within a deadline of 7 days.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond further with the *** and complainant.

Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
*******************
**********************
Office: J3/12-18
Initial Complaint
Date:04/07/2025
Type:Service or Repair 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.
I was rear ended by a car that was not paying attention and drove into my truck at 50 miles per hour. My insurance company yelled at me over the phone threatening me after I sustained multiple injuries. Then they offered me 7000 dollars for my perfect condition truck that was almost paid off.
Business Response
Date: 04/09/2025
Attn: BBB

This will acknowledge receipt of the complaint.

A duplicate complaint has been filed with the ******************* of Insurance. Our complete response will be sent to them within a deadline of 20 days.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond further with the *** and the complainant.

Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
*******************
**********************
Office: J3/12-18
Customer Answer
Date: 04/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]
This company treats people like c*** after being injured I had people screaming at me after I was rear ended by a distracted driver. Company has no remorse. They are also low balling me on the price of my truck will not negotiate at all needing appraiser now. Victimized by my own insurance.
Regards,

********* *****
Initial Complaint
Date:03/29/2025
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.
Insurance allowed only comprehensive coverage when insured stated that there is a lien holder. When having lien on vehicle it must be fully covered.
Business Response
Date: 04/02/2025
Attn: BBB

This will acknowledge receipt of the complaint.

A duplicate complaint has been filed with the ************************* of Insurance. Our complete response will be sent to them within a deadline of 7 days.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond further with the *** and complainant.

Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
*******************
**********************
Office: J3/12-18
Initial Complaint
Date:03/23/2025
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.
I purchased automobile insurance through (The General) insurance company.I purchased the policy on 03/10/2025.After realizing I paid double if not triple what other insurance companies were offering I wanted to immediately cancel my insurance policy. So I contacted the generals customer service the very next morning and requested immediately cancellation of my car insurance. I explained I have already bought insurance through another company and I do not need nor want the generals car insurance. I made it very clear I wanted my policy canceled effective immediately and even emailed a written request saying I wanted my policy canceled immediately. The representative Mr ******* I was speaking to you send my policy would be canceled and I would receive my refund. I waited a week but notice I was still getting emails and reminders about payments so obviously my policy had not been canceled. So I called back a second time to customer service 7 days after my first call and explain to them my policy should already be canceled and that I should be receiving my refund. Whoever I spoke to the second time the lady said she would fix the problem. I called in today which is my third attempt and told them I still have a active policy and I want to know why my policy has not been canceled. All she said was it was an error on their part. 2 weeks later I still have a active policy with the general. even though I requested three times starting less than 24 hours after I begin my policy that I wanted immediate policy cancellation and refund. I've been told three times it was going to be canceled and that I will be refunded. Two weeks later my policy is still active and I have not been refunded as promised. The general car insurance company is non-compliant and obviously has horrible business practices. The General car insurance company which owned by Sentury out of *********. I have made 3 attempts to cancel my policy and get my refund over the last 2 weeks. This is unacceptable.
Business Response
Date: 03/26/2025
Please see the attached response.
PLEASE NOTE - The correct Company should be listed as Permanent General Assurance Corporation of Ohio (NAIC # *****)
Initial Complaint
Date:03/14/2025
Type:Service or Repair 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.
My minor daughter started to receive frequent letters from the insurance company her father used to get her insurance. She was not opening them so I did and discovered that her father had not paid the premiums as he had assured her he would (she is a new driver with no job). I contacted the insurance company by phone and was told that even though my daughter is a minor, I could not speak on her behalf. I added my daughter to the call. I gave them the policy number and her birthdate and was told that it was not the birthdate provided when the policy was started. I was told that they could not give me any information regardless of the fact that my minor child is the policy holder (which is illegal in *****) and that they couldnt talk to me at all, even with my daughter on the phone with us. The call was dropped at that point. I then emailed the company asking for information and telling them the situation on 03/05/25. Since then, I have had the same run around. They will not assist me in fixing this problem and will not give me any information. I thought that when you give your drivers license information to ********************** companies that they verify the information with what is give to them. How can they have her name wrong, her birthdate wrong, send her (a minor) to collections without even speaking to her legal custodial parent. This policy should be in her fathers name as he started the policy and he made the initial payment. Now, rather than the company or her father correcting this mistake- I am faced with contacting the credit bureaus to report this collection and policy as fraudulent so that my daughter can start with a clean credit rating when she turns 18.
Business Response
Date: 03/21/2025
Attn: BBB

This will acknowledge receipt of the complaint.

We responded directly to the complainant via email on March 21, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

Best Regards,

****** ****, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
********************
******************************
Office: SHO - J3/12-18
Customer Answer
Date: 03/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have attached screenshots of some of the email thread with the insurance company in which they failed to address this problem in any way. You can clearly see that each of their responses are the samethat regardless of my daughter being a minor, they will not discuss her policy with me.
Again-when on the phone call, which my daughter joined, we were BOTH told that as she did not have the proper birthdate that they could not discuss the policy even though we did have the policy number. Before anything else was discussed on that call, it was dropped.
So no, they have not addressed this matter in any way except to brush it aside. If theyve made any efforts to fix this then theyve not informed me of that.

Regards,

**** *********
Business Response
Date: 03/28/2025
Attn: BBB

This will acknowledge receipt of the rejection notification.

We responded directly to the complainant via email on March 28, 2025, and feel this matter is resolved. Please allow enough days for the complainant to receive and review our response before reaching out to the complainant about our company's handling of the complaint.

Our companys complaint-handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

Best Regards,

****** ****, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
********************
******************************
Office: SHO - J3/12-18
Initial Complaint
Date:03/04/2025
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.
Im filing a formal complaint against Sentry Insurance DBA Dairyland Insurance and Mideast Appraisal regarding claim ********** and reporting suspected fraud by both, involving misrepresentations, intentional delays, and fraudulent documents. Nearly two years after my motorcycle was stolen, Dairyland has failed to pay fair value, despite clear evidence from my independent appraiser.Dairyland falsely claimed they consulted **** ***** a military vehicle expert and owner of Westwall Militaria in ************ **, who supposedly supported their low valuation. When I contacted Mr. ***** he confirmed Dairyland misrepresented his statements and told them not to use him as a reference. He is willing to testify to this.Dairylands comparable sales were junk civilian bikes, ignoring my motorcycles rare military history. Ultimately, they paid only $3,000 for a motorcycle appraised at $18,000a value supported by a recent **** sale for the exact model.Early on, adjuster ****** ****** subjected me to a hostile call before launching a baseless, retaliatory investigation falsely implying I staged the theftdelaying the claim for months. Dairyland promised fair review if I hired my own appraiser. I hired ******* ****** of The Veterans Garage, who submitted a professional appraisal with valid comps.Instead of honoring that, Dairyland inserted their own appraiser, ***** ***** of Mideast Appraisal, who has delayed, obstructed, and ignored ******** work entirely. Dairyland and ***** now rely on a fraudulent bill of sale from the sellerwho blocked me after the theft and cut off contact. Dairyland refuses to give me this document while ignoring the legitimate bill of sale I gave them.This is a clear pattern of bad faith, deception, and obstruction. I request immediate BBB intervention and have also reported this to the Nevada Division of Insurance and the **** I can provide emails, recordings, appraisals, and sworn statements to prove every fact stated here.
Business Response
Date: 03/11/2025
Attn: BBB

This will acknowledge receipt of the complaint.

We responded directly to the complainant via US mail on March 10, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
*******************
**********************
Office: J3/12-18
Customer Answer
Date: 03/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have received no resolution or compensation offer from this company. A canned response which they have provided to everyone else we have reached out to the individual directly and feel this matter has been resolved is not a satisfactory resolution.

Regards,

********* *******
Customer Answer
Date: 03/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have received no resolution or compensation offer from this company. A canned response which they have provided to everyone else we have reached out to the individual directly and feel this matter has been resolved is not a satisfactory resolution.

Regards,

********* *******
Business Response
Date: 03/14/2025
Attn: BBB

This will acknowledge receipt of the rejection.

We responded directly to the complainant via email on March 14, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
*******************
**********************
Office: J3/12-18
Customer Answer
Date: 03/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Sentry Insurance continues to submit the exact same canned response without addressing any of the core issues of my complaint. Simply stating that they feel this matter is resolved is not a resolutionit is a deliberate attempt to stall and avoid accountability for their fraudulent and deceptive actions.

I formally reject their response again. Sentry Insurance has:
Failed to provide fair compensation for my stolen property in a timely manner.
Deliberately used fraudulent documentation to justify an underpayment.
Wasted nearly two years of my time through bad-***** ******** tactics.
Forced me to endure months of harassment, scrutiny, and unnecessary stress due to their false accusations and deceptive claim handling.

At this point, I am not only demanding the full and fair value of my claimI am also demanding compensation for the time, effort, and emotional distress caused by Sentry Insurances continued misconduct. Their fraudulent practices and failure to resolve this matter in good faith have directly caused me financial and personal harm.

Since Sentry Insurance refuses to take responsibility, I have already escalated this to the Nevada Attorney General and will continue to take further action if they do not provide a real resolution. If they think ignoring me will make me go away, they are mistaken.

This complaint is not resolved, and I request that the BBB keep this complaint open until Sentry Insurance provides a real offer that fully compensates me for both my loss and the damages caused by their bad-faith conduct. If they continue to copy-paste the same response, I will treat it as further evidence of their refusal to engage in a legitimate resolution and will continue to escalate this matter.

I expect a serious response and a legitimate compensation offernot another dismissive excuse.

Regards,

********* *******
Business Response
Date: 03/17/2025
Hello-
This will acknowledge receipt of the rejection. Our complaint-handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant involving his further concerns in this matter.
Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
**************************************************************************************
Office: J3/12-18

Customer Answer
Date: 03/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is yet another pathetic attempt by Sentry Insurance to deflect responsibility and avoid addressing their fraudulent actions. They continue to ignore the facts, dodge accountability, and waste my time with copy-paste responses instead of providing a real resolution.

I reject their response again. This complaint is not resolved and will remain open until they compensate me for both my stolen property and the months of delays, deception, and bad-faith tactics they have used to stall this process.

If they refuse to handle this properly, I will escalate this further, including legal action.

Regards,

********* *******
Initial Complaint
Date:03/03/2025
Type:Service or Repair 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.
Dairyland Insurance (Other Party)1.Failed to provide reasonable transportation beginning 2/8/2025. a.Unable to work on the following dates:i.Monday 2/10 6:30 am-4:00 pm $42.46 an hour ii.Monday 2/22 4:00-8:00 pm at $30 an hour.iii.Thursday 2/27 4:00-7:00 pm at $26 an ************* scheduled a rental car for us to use from 2/10 through 2/22. They did not pay the **** *.$987.48 c.We were able to furnish our own transportation starting 3/1 but we had to pick up a vehicle in **************** which cost multiple tanks of gas:2.Failed to provide accommodations for a new car seat which is unsafe to use per manufacturers recommendations. This was notified immediately to both Dairyland and Progressive which both refused to accommodate. a.A new car seat of the same brand and quality would cost roughly $400. 3.Has not yet offered any form of settlement after over 23 days of investigation.a.The following are all damages that have yet to be settled:i.2009 ****** Juke total loss ***** Blue Book Estimated value =$5,776 ii.Missed work 1.Feb 10: 9 hours at $42.46 an hour = $382.14 2.Feb 22: 4 hours at $30 an hour = $120 3.Feb 27: 3 hours at $26 an hour = $78 iii.Damaged board games and card game case 1.Unmatched = 3 x $30 each = $90 2.Card game case = $40 iv.Police report 1.$16 to receive report from Utah highway patrol ***** seat 1.$400 vi.Rental car from 2/10 to 2/24 = $987.48 vii.Gas to travel to **************** 1.2 vehicles 2x per vehicle at $40 a tank = $160 ******* expected settlement = $8,049.62
Business Response
Date: 03/10/2025

Good morning-

In your initial letter, you requested a response within 10 days, March 13. We respectfully request a 7-day extension to provide the information to you no later than Thursday, March 20. Please confirm if this request is acceptable.

Thank you in advance for your consideration.

I await your reply,

Regards,

***** ******
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*************************************************************************************************************************************************************
Business Response
Date: 03/19/2025
We responded directly to the complainant via email on March 19, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Customer Answer
Date: 03/19/2025
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****
Initial Complaint
Date:02/14/2025
Type:Service or Repair 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.
Hortica a sentry brand has performed multiple bait and switches causing me to lose thousands of dollars in overbilling and lack of ability to perform duties based on the agreement. I have been threatened for issues that were not issues prior to ending business with this company. They have chosen to threaten their customers in attempts to keep them instead of just offering a superior product and standing by it.
Business Response
Date: 02/24/2025
Attn: BBB

This will acknowledge receipt of the complaint.

We responded directly to the complainant via email on February 24, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

Regards,

***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************

Sentry Insurance
*******************
**********************
Office: J3/12-18

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Sentry Insurance Company is NOT a BBB Accredited Business.