PUBLIC SERVICE INVESTIGATION | ROSEBUD COUNTY
By Steven Bullcoming Haworth | Truth in Focus
FORSYTH, Mont. — Families who pay to speak with someone in a detention facility reasonably expect their calls to work. When a connection drops, audio fails or a charge is disputed, finding the right person to resolve the problem can become a second obstacle.
Truth in Focus is examining questions about Inmate Canteen and TurnKey Corrections, public complaints involving correctional communication services, and the responsibilities of vendors and county officials when customers report failures.
Public complaints raise questions
The Better Business Bureau lists Inmate Canteen as an alternate name for TurnKey Corrections. Its published complaints include an August 28, 2024 account alleging repeatedly interrupted calls and video visits, and a February 16, 2024 account alleging failures to access paid messaging and video services. Other public complaints describe disputes over credits, fees and customer-service access. These complaints are personal allegations; their presence on the BBB website does not prove a violation, establish the company’s overall failure rate or show that the same issues occurred at Rosebud County.
TurnKey identifies itself as a supplier of correctional facility technology and communications services. Its company website describes certain messaging products as sources of revenue for facilities. That marketing statement does not establish whether Rosebud County receives revenue from the services in question, what its contract provides, or how any revenue would be budgeted or spent.
When two agencies point to different places
In an October 14, 2026 reply to a constituent inquiry, Montana Department of Corrections Public Information Officer Alexandria Klapmeier directed concerns about telephone service at the Rosebud County jail to the Sheriff’s Department because the affected individual was held at the county facility.
In a separate response sent October 15, Brian Egeland of Rosebud County stated that TurnKey was responsible for its service issues and advised the customer to contact the company. Those responses help explain why families can be unsure whether to turn to the jail, county government, the state or the vendor. They do not establish the legal responsibilities of each organization under the current contract.
County records make oversight worth examining
Rosebud County’s published Board of Commissioners minutes show a July 1, 2025 vote to move detention out of the Sheriff’s budget and into the county general fund. On July 15, commissioners voted to return detention to the Sheriff’s Department. Both motions passed 3-0. The later action is important context, but neither vote identifies the terms of any communications-services agreement.
The Sheriff’s Office website links visitors to Inmate Canteen for certain transactions. Determining who supplies telephone services, handles billing and refunds, supervises the contract and receives associated revenues requires a current contract and itemized public records.
What taxpayers and paying families need to know
Who receives payments for inmate calls? What portion, if any, is retained by the provider or paid to the county? Does the county receive commissions or other consideration, and what rules control their use? What are the complaint and refund procedures when a paid call never connects or ends prematurely? What records can customers request to dispute charges?
These are public-accountability questions, not findings of misconduct. A fee paid by a family is not automatically taxpayer money, but county contracts and any public funds involved warrant transparency.
On October 16, Truth in Focus emailed the Sheriff’s Office seeking clarification about vendor oversight, refund and complaint channels, and contract terms, offering an initial response window through October 21. TurnKey’s official app listing identifies a published support address; the newsroom is working to obtain a direct company response. Any substantive reply received after initial publication will be considered for a clearly dated update.
What readers can do
People who experience failed calls can retain receipts, approximate connection times, support-ticket numbers and written refund requests. They should use official complaint channels and avoid sharing private account information or details about incarcerated people in public comments. Truth in Focus invites documented experiences and corrections, with identifying information kept out of public reporting unless publication is justified and authorized.
Disclosure: The publisher has personally raised complaints about detention communication services. That experience prompted additional reporting questions, but it is not being treated as proof of other customers’ experiences. The publisher’s private account and family details are not part of this article.
Sources: BBB — TurnKey Corrections consumer complaints; BBB business listing; Rosebud County commissioners, July 2025 minutes; Rosebud County Sheriff’s Office; TurnKey Corrections product information; Montana DOC and Rosebud County correspondence, October 14–15, 2026 (retained in newsroom files).
Editor’s note: This is a developing public-service report. Consumer complaints are attributed allegations. Truth in Focus will assess verified new records and relevant responses in dated follow-ups.