Complaints

This profile includes complaints for Sentry Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sentry Management, Inc.

  2180 W State Road 434 Ste 5000 Longwood, FL 32779-5042

  
• 

  Sentry Management Inc

  9666 Olive Blvd STE 116 Saint Louis, MO 63132-3012

  
• 

  Sentry Management, Inc.

  1321 SE 25th Loop Suite 101 Ocala, FL 34471-1075

  
• 

  Sentry Management, Inc.

  7770 Jefferson St NE Suite 102 Albuquerque, NM 87109-4368

  
• 

  Sentry Management, Inc.

  7619 Little River Tpke Suite 210 Annandale, VA 22003-2646

  

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:03/19/2025

  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.

  We purchased a new house August 2024. We received the *** fee bill from Sentry Management in the Fall of 2024, and thus we set up auto payment in December of 2024. We then received a late fee notice of non-payment in February of 2025. We reached out to ******** (their 3rd party vendor) via their portal to understand what the issue was since we had auto pay set up, they created a ticket for us 2/25/25 and said they would get back to us, and they never did. Then we received another notice of non-payment and an additional notice of intent to lien 3/4/25. Then, on 3/17/25 our auto payment processed, which included the late fees and lien fees totaling $173.50. We didnt pay this on our own, it was an automatic payment we set in December. So how can Sentry Management have auto pay set up and not take out the money and then charge us for a late fee, only to take it out of our account anyway later? I spoke to a representative from Sentry Management today 3/19/25, and they told me that it is our fault because we set up auto pay too early. She said that because we set up auto pay in December it was too early and then didnt pull the money until March. That doesnt make any sense, and seems as thought the company is intentionally scamming people out of money. How could you have our bank account information on auto pay, and then intentionally not charge our account until there are multiple late fees and then take the money out of our account? The representative told us that it is our fault and she wont refund the money.

  Business Response

  Date: 04/01/2025

  In reviewing this matter we found that the autopayment was not set up correctly. Communication with the complainant was attempted and a detailed voicemail was provided. The interest and late fees were adjusted as a one-time courtesy. A request to waive the ****** to Lien has been shared with the Board for consideration. The complainant may reach out directly using the contact information provided if there are additional questions. We hope this has been helpful.

• Initial Complaint

  Date:03/16/2025

  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 cannot get in any phone contact with Sentry Management. They do not return phone calls. Cash payments in ***** days calculation late penalties and interest in account. As a result wrongfully recorded lien in the ******************. A property manager name Guittier never available and never return calls. The correct address is in question. It is not clear where it is located. I have a major disability and cannot reasonably obtain a copy of my billing info. My account was transferred to a legal firm for collection which does not return phone calls either. A legal firm is located in **. Lauderdale where certified mail reasonable cannot be delivered and remains in a cloud. Seems to me that my HOA engaged Sentry Management, *** for a business operation but with my disability I cannot manage legal matters without a professional forensic ****** or legal professionals to be engage in very complicated matters.

  Business Response

  Date: 03/31/2025

  We're disheartened by the perception of Sentry Management outlined in this complaint. We began working with this association very recently, so the property manager named in this complaint is not familiar to us. Nor are we property managers.

  Oftentimes homeowners are not aware of the role we have in their community. We are not the decision makers. Their Board makes the decisions for the Association. We are tasked with adhering to the governing documents and the decisions of the Board as we assist with the day to day administrative functions of managing a community.

  In this case, we were provided the homeowner ledger starting balance when we gained this account in November of last year. This is the information we are working from and have no authority to veer away from the governing documents in the process outlined for late paying accounts.

  Any time a homeowner account is with the attorney (or collections), the homeowner is required to communicate with the attorney. We do not discuss the account any further in these cases as we are not a collection agency, nor do we receive payments directly from homeowners. We simply manage the association's financial accounts, and must adhere to the governing documents in how we do that.

  We hope this information is helpful and that you will work with the attorney so that you may resolve this matter quickly.

   

• Initial Complaint

  Date:03/10/2025

  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.

  My husband and I were a part of this HOA for over 10 years. They were really great in the beginning. Over time they continued to be non responsive and have absolutely abysmal customer service. I had to continually follow up on them to complete yard work that we were paying over 100 dollars a month for. For example, we needed bushes to replace dead ones in our yard and it took over an entire year for them to replace them and this is after I would follow up with them continuously. SENTRY would always blame the landscaping company for the problems but it was their employees that would not respond to emails in a timely manner. I would have to follow up on emails due to terrible turnover and people going without answering emails for a week on end. Eventually we moved and we're over the moon to be rid of them. I am not exaggerating when saying they were a main reason why we left our last neighborhood. Unfortunately they are not finished with us. We continue to write return to sender on mail they are sending to us at a new address no longer affiliated with their HOA. This is 6 months after we have moved. When we initially moved I even gave them a courtesy call to tell them we have moved and they had the nerve to ask us if we knew who the current owners are so they could send them the proper bill. Even if I did it is not MY job to do YOUR job. They are absolutely miserable to deal with and after moving we unfortunately are still dealing with their incompetency. We are still receiving bills from the months in which we haven't lived there. They only care about money and I honestly think a call to the attorney general is next. It's such a riot.

  Business Response

  Date: 03/13/2025

  We are unable to locate the complainant in our system as a current or previous owner when searching by name, phone number or email provided. The previous property address would be helpful as we review this matter for resolution.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23046282
  
  I am rejecting this response because our address was 1747 Coupru Ct. **************************
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/13/2025

  We understand the frustration this delayed update caused, and after reviewing the matter we find that the record has been updated and this has been resolved.

  Customer Answer

  Date: 03/17/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/10/2025

  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.

  I am writing to formally request a resolution regarding a billing issue on my HOA account. My account is set up for automatic payments, yet I received a letter requesting an additional one-time payment of $100. However, I was unable to complete this payment online due to system restrictions related to my existing auto-pay setup.I attempted to contact your company multiple times by phone but encountered long hold times and was forced to request a callback. Unfortunately, I was never able to connect directly with an agentwhen I called, I couldn't reach anyone, and when callbacks were attempted, they went directly to ************ January, I received another letter notifying me of late charges ($25) and additional unexplained fees, including delinquency charges, repair fees, and interest ($30 + $1.50). Given my consistent auto-pay setup and the lack of a viable way to make the additional one-time payment or speak to a representative, I do not believe these fees are justified.Requested Resolution:Charge my auto-pay account for the original $100 fee as intended.Remove all late fees and additional charges, as I made every reasonable effort to pay on time.Improve customer service accessibility by allowing direct access to an agent rather than relying on ineffective callback systems.This situation has caused unnecessary frustration and financial burden due to a lack of proper payment options and customer support. I appreciate your prompt attention to resolving this issue fairly.Please confirm once these adjustments have been ********* regards,*** ******

  Business Response

  Date: 03/14/2025

  We appreciate the opportunity to assist, and after reviewing the matter we believe we understand the issue. A member of our Customer Experience team has reached out to the complainant and left detailed messages with contact information through voicemail and email. We are confident that the Customer Experience team member will be able to quickly resolve this matter once the complainant has communicated with them.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23042724
  
  I am rejecting this response because:
  
  A significant part of my complaint is that I am unable to reach customer service when calling directly. My calls always go to voicemail, and their callbacks somehow end up in my voicemail as well. I should be able to speak to someone directly when I call. Please provide clear instructions on how to do so.
  
  
  Additionally, I would like the company to acknowledge that late fees exceeding 50% are unreasonable. If there is a way for me to make additional payments beyond the already scheduled automated payments, please provide clear instructions, and I will follow them. I also expect the late fees to be removed.
  
  
  Chasing down callbacks is extremely time-consuming and frustrating.
  
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 03/31/2025

  We would very much like the opportunity to assist and someone from our Customer Experience Team reached out to the complainant on 3/14/25, leaving a detailed message about the matter listed. Additionally, this team member sent a follow up email. If the complainant will return that phone call or respond to the email sent, we will be able to explain further if needed.

  Sentry Management has several ways to contact us and also some self help opportunities on our website. Our call center contact number is ************, where homeowners can speak to a live agent. Our website address is *****************************.

  Oftentimes homeowners are confused about our role in their community. Sentry Management is not the decision maker for any association. We are hired to assist the Board with the day to day administrative functions of managing a community. We are tasked with adhering to the governing documents and state statutes. We are unable to waiver from either. Late fees are not something we control, nor do we benefit financially from them.

  Please respond to our communication to discuss further.

• Initial Complaint

  Date:03/04/2025

  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.

  HOA Management company administrators failing to provide payments to vendors and after work is complete , requiring that a vendor pay a fee. This does not seem legal

  Business Response

  Date: 03/13/2025

  While we are disappointed to hear of this perception of Sentry, and have no way to review without further detailed information, we will respect this complainants request for no further communication.

• Initial Complaint

  Date:02/28/2025

  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.

  I am submitting a complaint against Sentry Management **** for their failure to resolve disputes regarding my HOA fees, despite my repeated attempts to clarify the charges and settle the debt in good faith. Sentry, as the agent of ****************** Phase 3 ********************** (***), has failed to provide transparency and verification of the fees added to my account, causing ongoing financial and emotional *********** November 2023, I began disputing unsubstantiated charges related to my HOA fees. While Sentry manages the billing, all communication regarding my dispute was directed to *****************************, who continued to ignore my concerns. Despite my efforts to resolve the matter directly with Sentry, I have received inflated and incorrect bills, and Sentry has redirected me to their legal counsel, further complicating the issue.On multiple occasions, Sentry has failed to respond to my disputes, misdirected communication, and allowed false fees to accumulate without addressing my legitimate concerns. Sentrys inability to provide an accessible process for resolving disputes violates fundamental consumer protection rights and has left me with no clear path to resolve this issue.I request that the BBB help facilitate a resolution, ensuring that Sentry provides proper verification of charges, ceases forwarding false debt to collections, and allows me the opportunity to settle my legitimate *** **** directly.

  Business Response

  Date: 03/13/2025

  While we understand the frustration for this homeowner, Sentry Management is not a collection agency, and we are unable to assist once the account has been turned over to collections as per the association's governing documents.

  In reviewing this matter we found recent communication between the homeowner and the attorney's office. We hope that this communication provides the clarity needed to reach resolution.

• Initial Complaint

  Date:02/27/2025

  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.

  I will preface this with the fact that I am very serious about paying my bills. I went to pay my water bill through Sentry's website in January, and it showed no amount due. I called them several times(the entire month), and eventually asked for a supervisor. Several times, no manager was available. ***** was one who supposedly said she would research and get back to me why I didn't have an amount payable on ********(which is what they use for online payments). I never received a follow up call after being promised on multiple times in January. I went and called **************, who was the company that I used to make my payments through, before SM took that over. They said I could go on their website and see the billing amount per month, but couldn't pay through them. I saw a payment amount due on Click pay for $40.15 earlier this month, which was for the amount that was for the cycle date of 1/15(which matched Pioneer's amount), which I promptly paid.I just logged in to pay my monthly condo fee, and am now seeing a water amount due of $57.03, which does NOT match the amount that was for the 12/16 billing cycle on Pioneer's website. Sentry's online payment does not in anyway allow you to see what is being billed in terms of details, so I have no idea what is going on, and why that figure just showed up, and doesn't match Pioneer's amount. If they are trying to hit my with a late fee for the December cycle, I want it immediately evaporated, and I will pay the amount that was supposed to be billed in December, which is $46.02. If they are trying to bill for another amount and this doesn't include a late fee, than that is at the minimum unethical, and possibly criminal. SM better take this very seriously and quickly, because if my water gets shutoff because of their gross negligence and lack of follow up with me, after I in good faith tried many times to find out what was going on, additional actions will be taken, including, but not limited to civil.

  Business Response

  Date: 03/13/2025

  In reviewing the matter we found that productive communication has taken place with the local Sentry Team and the issue has been resolved.

  We appreciate the opportunity to address and correct. 

• Initial Complaint

  Date:02/25/2025

  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 am in the process of selling my condo and have been under contract since October 2024. However, the *** failed to renew the *** approval for the entire community, and all Ive been told is that "the lawyers are working on it." The lack of communication and progress has put me under immense pressure, and I'm feeling frustrated and uncertain about my options.This property management company has been the worst Ive ever dealt with, and it seems that others in the community who are also trying to sell are facing the same roadblock. No one is responding to our concerns, and its becoming increasingly difficult to know how to move forward. Sentry Managment has been the worst managing company I have ever seen and worked with!!!!!

  Business Response

  Date: 02/27/2025

  Oftentimes homeowners do not understand our role in their community. 

  Sentry Management is not the **** Nor are we a property management company. Instead, we are hired by boards to assist with the day-to-day administrative functions of running an association. 

  The association counsel is helping the Board with the process of getting *** approval. We are not involved in that process. Noteworthy, there is not requirement that an association be *** approved.

  We are hopeful that this information is helpful in some way and that the complainant's concerns are resolved quickly.

   

• Initial Complaint

  Date:02/21/2025

  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.

  I purchased a single family home in 2019. At that time, I was never told that this home had a regime fee attached to it nor was I made aware that the previous owners had not been paying the fees. I sold this home near the end of 2024 and found out all of the information about all the fees that were never paid, including the ones I owed, plus late fees. When I tried to inquire about these fees because I didnt think I should have to pay them, I spoke to different people before finally getting to the actual company. *** ***** made me feel like I should have known because mail addressed to the previous owners was being delivered to the property, but why would I have opened their mail? ***** ****** stopped responding to my emails and would only respond to the real estate attorney groups emails despite a member of the *** reaching out on my behalf. On 11/8/24, ***** stated, The *** will waive the $45 in late fees when they receive the $450.71 in regime fees. This has yet to be refunded. I spent around $800 to take care of fees that never should have cost me close to this much had I known about them in the first place - fees to the attorney to request the document from Sentry on regime fees I didnt know existed plus the total of the regime and late fees. I have been requesting where the refund is, but ***** will not respond back to me. Now Id like a breakdown of what I should have paid from the time I owned the home in ********* and refunded back what was not my responsibility.

  Business Response

  Date: 03/06/2025

  This matter has been presented to the Board for consideration and a refund in the amount of $45.00 will be mailed to the former owner at their direction.

  It does appear that the confusion resulted from a stop payment of the check posted to the account on 12/5/24. We then received a check from the closing attorney, which posted to the account on 1/3/25, when the complainant was not listed as current owner.

  We are no longer in possession of the association records, and cannot provide a financial audit. We hope this refund will resolve this matter.

  Customer Answer

  Date: 03/23/2025

  Thank you for your response. Unfortunately, I believe your messages were going to my "spam" folder and I happened to find the latest message which showed additional attempted correspondence. I appreciate this follow up and I see that Sentry has responded, but I am aware that this is not the information they gave to my closing attorney's office and that the local company I was dealing with continue to not keep me updated despite me reaching out on multiple occasions. At this time, no refund has been received, but I imagine I will wait another week before it arrives to my address. Thank you again for your help with this matter. 

  Customer Answer

  Date: 03/23/2025

  After additional consideration about Sentrys reply, I dont know that there would be a need for previous statements as I owned the home from May 2019 - Nov 2024. During that time frame, the total amount I was billed for could not have been all accumulated by me considering what the regime fees was being charged. After speaking with an ********* member, he even confirmed that I could not have accumulated that total amount charged to me. Sentry didnt bother to try to determine this information even after I told them this. They are not in the business to help those they are taking money from. 

  Customer Answer

  Date: 03/25/2025

  Date Sent: 3/23/2025 10:13:53 PM
  After additional consideration about Sentrys reply, I dont know that there would be a need for previous statements as I owned the home from May 2019 - Nov 2024. During that time frame, the total amount I was billed for could not have been all accumulated by me considering what the regime fees was being charged. After speaking with an ********* member, he even confirmed that I could not have accumulated that total amount charged to me. Sentry didnt bother to try to determine this information even after I told them this. They are not in the business to help those they are taking money from. 

  Business Response

  Date: 03/30/2025

  Sentry Management is no longer partnered with the Association. The new management company will need to be contacted about this matter.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22970575
  
  I am rejecting this response because you didnt have any issues taking the money I HAD to pay in order to sell my property. The least you could do is refund the money back and then forget to mention that the original check was lost by YOUR company and a new check had to be cut.
  

  Your company didnt bother to look into this issue to see that I didnt own the home for the time frame I was being charged for. Sentry was so busy trying to collect money and not do the right thing . 

  
  This is such terrible customer service from an awful company! 

  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 04/02/2025

  I have reached out to the neighborhood that I previously lived in and they have informed me that no new management company has taken over. Sentry is still over the neighborhood and still sending out letters for regime fees that are due. For them to respond that there is a new company is not true. Just another reason for them to get out of making things right for the customers. 

• Initial Complaint

  Date:02/17/2025

  Type:Product 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.

  26 January 2025, I sent a certified letter with signature requirement to the Customer Experience Manager at ******************** MGT. including numerus email complaints about a dangerous dog at the complex. In part "In short, perhaps earlier than December 6, 2024, complaints to Sentry Mgt about a dangerous dog in building 200 began. Enclosed emails show the attempts of the residents to get action from Sentry. My direct appeal to **** *. was that he had the authority to knock at the door of Unit 222 and make an inquiry during daytime hours. I received no reply." I have yet to get a response from this Customer Experience Manager, and this dangerous dog remains in a rental unit at the *******************************

  Business Response

  Date: 02/26/2025

  We understand the frustration this situation may cause the complainant, and wish there was more we could do in our capacity to help.
  Our role in the community does not include any authority over any homeowners.
  We are privileged to have been chosen as the Management company for this association. We are tasked with assisting the Board as they manage the day-to-day administrative tasks of running a community. We work at the Board's direction and have no autonomy.
  Regarding the lack of response, my sincere apologies to Mr. ******* as the packet of information was forwarded to the local team so that they can present the information to the Board for review. I will respond now separately to the complainant.

  Customer Answer

  Date: 02/26/2025

   
  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. 

  No alternative.   

  Thank You for your efforts.
  
  Sincerely,
  
  ****** ******