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 Ft. Myers

  12830 University Dr Ste 150 Fort Myers, FL 33907-5351

  
• 

  Sentry Management Inc

  7421 Mexico Rd STE 101 Saint Peters, MO 63376-1371

  
• 

  Sentry Management, Inc.

  2200 Defense Hwy STE 405 Crofton, MD 21114-2929

  
• 

  Sentry Management, Inc.

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

  

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:05/15/2025

  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.

  It has been reported to the property manager of my apartment and to ******* ******** about the abuse of excessive noise from the neighbors upstairs at ************************************************************ Fl, ***** ******** and ****** plus another woman live there along with one dog and two cats, ***** and ****** work at the apartments office and they lied stating that we make noise all the time when it has been proven that they are the ones making noise since 6 AM till way after midnight and will have the animals running and they dropping things or moving stuff and now on construction, the noise is nonstop and ******* will not do anything but be on their side since they work at the office. These people upstairs have been aware multiple times but they ignore us or will take pictures of us and stalk us by putting cameras everywhere we can be seen even tho they have never walk or parked on that side just to see us and if the other woman sees us in front of our door she will take pictures of us which is been multiple times already or records us.

  Business Response

  Date: 05/20/2025

  We have failed to locate this complainant in our system as a homeowner. If the complainant is a renter, they will need to communicate with the property owner about their grievances.
  For clarification, the property is not an apartment complex and Sentry Management is not a property management company. We have no jurisdiction over neighbor disputes. Our role includes working at the direction of the community association's Board of Directors, and assisting them in the day-to-day administrative functions of managing their association.
  We hope this clarification helps and apologize for not being able to assist further.
  
  

• Initial Complaint

  Date:05/08/2025

  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.

  Company is unreliable and hard to communicate with. Can't get in contact with anyone except for representatives in outsourced countries. I have been trying for weeks to get simple questions answered. I have sent emails and still no answer. Someone named ******** **** is supposed to be the community manager. She's either bad at her job or she doesn't exist. Haven't heard from her or any live person at all. Trying to understand what we're paying for every month.

  Business Response

  Date: 05/20/2025

  In reviewing this matter we found that communication has taken place, but the homeowner is still not satisfied.
  Oftentimes homeowners are not fully aware of our role in their community. We are not the **** and do not receive any payments from homeowners. 
  Sentry Management has been hired by the association Board of Directors to assist them with the administrative day-to-day functions of managing their community. We are not the decision makers, and work at the direction of the *** Board.
  Any assessments collected by the *** are dictated in the association's governing documents.
  We hope this additional information is helpful. If you would like to speak to a member of our Customer Experience team, please email ******************************************* and someone will be happy to reach out.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23305660
  
  I am rejecting this response because: The Young lady is incompetent and does not know what her job is and on top of that she had the audacity to get an attitude with me. She was not professional at all and instead of trying to seriously and honestly address my concerns, she took an antagonistic approach. She was abrasive and  I hope I never have to deal with her sorry behind ever again. She's so pathetic that another person (******** ******) contacted me and gave me some of the info I was looking for. That Jaccoria person Is sorry and I hate that I live in a community where she does anything. She's rude and incompetent.
  
  Sincerely, 
  
  *********** *******

  Business Response

  Date: 05/21/2025

  We are disappointed that you have had a less than positive experience, and will inform management.
  We are pleased to hear that you received the information needed.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23305660
  
  I am rejecting this response because:  There was no apology from *** jaccoria for her lack of professionalism or Sentry for their slothfulness in responding to my concerns. Nothing else is needed. *** jaccoria is incompetent and inept and probably got the job for another reason that had nothing to do with her ability to do the job. I will address my concerns with our board members because I don't think SENTRY is the best option for our community. I need nothing further from the BBB.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:05/08/2025

  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.

  This HOA has been constantly increasing monthly fees and attempt to justify with Nothing changing in the community. No pool, no park, no improvements, and a reserve they cannot touch (for landscaping). Ive asked for a breakdown of their budget and the expenses everyone has to pay. They said it was so they can improve the community and were going to put a tennis court, pickle ball, etc. and that was the reason and its been 3 years and nothing was done. Now its the Economy and a broken gate thats been broken for the past 4 years since we moved in. I believe there are misuse of funds. No justification for these constant increases. $97 a month in a community that has Nothing. No pool, no community or rec center, no parks, not gated, etc.

  Business Response

  Date: 05/14/2025

  We understand the frustration and hope that clarifying our role in the community will help.

  Oftentimes homeowners are confused about the role Sentry Management has in their community. We are not the **** nor are we a property management company. We are hired by Boards to assist with the day-to-day administrative functions of managing their community. Sentry Management has no authority in the community and does not make decisions for the Board or the Homeowners. We work at the Board's direction.

  We are disappointed that we are unable to assist further, but always suggest that homeowners attend association meetings to have any concerns addressed in the appropriate forum.

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising 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.

  Electric billing is set up with Click Pay via Sentry Mgt. My account is set for AUTOPAY and has been since around October 2024. On 2/14/25 there was a $15 Late Fee assessed to my account for an electric bill that was not paid. How can I be charged for a late fee based on Sentry or their 3rd party vendor error? With telephone and email correspondence with our assigned representative (*. *******), she could determine that autopay had been activated and viewed previous autopay transactions, yet has not removed the late fee.

  Business Response

  Date: 05/02/2025

  In reviewing this matter we are unable to locate any $15.00 charges or any past due amounts on the 3 accounts listed under this homeowner's last name. We also find no communication notes on this matter. We appreciate the opportunity to assist and would invite the homeowner to provide a property address so that we can research further. In lieu of publishing sensitive information, the homeowner is welcome to email information to ******************************************** We would be happy to review and help resolve.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23277221
  
  I am rejecting this response because:

  This company is so discombobulated, they can't even read their own documents.  Their response states they don't see correspondence or a late fee.  
  

  Regarding the correspondence check with ****** ******* from the ****** Office.  She is our designated CSR. 

  Regarding the late fee, I have attached a copy of the ledger.  

  Date Description ANNUAL M-ELECTRIC OTHER MISC LEGAL Total
  04/17/2025 CKPY ECHECK/ACH# ********** ****** 0.00
  04/15/2025 APR ELEC ******* ***** *****
  04/01/2025 CKPY ECHECK/ACH# ********** ****** 0.00
  04/01/2025 CKPY ECHECK/ACH# ********** ******* 15.00
  04/01/2025 ANNUAL ASSESSMENT ****** 224.65
  03/20/2025 ELECTRIC BILLING 1/24-3/24/25 ***** -450.35
  02/28/2025 ELECTRIC USAGE 10/27-01/24/25 ***** -517.67
  02/14/2025 ELECTRIC LATE FEE 15.00
  Sincerely,
  
  ****** ************

  Business Response

  Date: 05/15/2025

  We appreciate the clarification provided by the homeowner.

  After reviewing with the local Sentry team we found that there has been communication with the homeowner explaining that the autopay was not set up for one of the properties when the charges were due.

  We will present this matter to the association Board for consideration, as we have no authority to credit association funds without direction from the Board of Directors, who are the decision makers for the community.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23277221
  
  I am rejecting this response because:

  Your response is incorrect.  Autopay was on and had funds withdrawn for several months prior to the "late fee" charges.   I inquired with ****** Struedle (******, ** office) regarding the charges.  She reviewed the account and spoke with "CLICK PAY".  They both agreed there was an error in the system and clickpay corrected it.  There should not have been a late fee assessment. 

  I am not going to post my account information here, but ****** Struedle has the email trail of our conversation.  

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

  Customer Answer

  Date: 05/21/2025

  Refund has been provided

• Initial Complaint

  Date:04/24/2025

  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 on full autopay for all fees coming into 2025 and have been on full autopay since October 2023. provided screenshots of both Sentry's letters and Clickpays portal proving I was on full autopay for all fees. My condo fee came out as scheduled in early January and my master fee and assessment fee did not. notified **** and *** of problem in February when I discovered the Sentry/Clickpay error and paid these manually. *** as usual came back with same nonsensical excuse from Clickpay with no resolution. **** just passed the **** and did nothing. In April both the master and condo fee came out as scheduled and I was charged an additional $43.54 in illegal late fees/interest on the master fee withdrawal.The latest communication from Sentry management told me either directly or through your non response that I had to resolve with Clickpay. I've tried twice and in my latest attempt I've been told that "the property" did not reset the fee and thats why it couldn't be withdrawn and they pointed me back to Sentry. I asked what the property was but because Sentry in its usual s***** cheapskate way uses an offshore firm, the chat agent could explain his position. There are substantial emails over the last three months trying to resolve this with *** ********* and **** *****, Board President. Please review her emails as all the proof is there. I also have ongoing unremediated damage to my property on my front door from *** and Lanai on recent painting job managed by Sentry. *** and **** have also left this unaddressed since hurricane ***. The flashing above my front door was damaged and leaked down and damaged my front door. They admitted the flashing was a common element and fixed but won't fix the door. The last thing I was just told by the Clickpay agent today was Abhishek (4/23/2025, 6:27:50 PM): I am so sorry about this experience,we would request you to contact your property management company Sentry Management *** **************. Sentry wont respond

  Business Response

  Date: 05/09/2025

  Sentry Management does not have the authorization to provide refunds of association funds. We do understand the frustration and have presented this matter to the Board for action.
  

  While the Board determined no refund would be provided, the ************************ President launched a review of the matter and authorized a good faith replacement of funds, courtesy of Sentry Management, to resolve this in a favorable way.
  

  We apologize for the less than positive experience and are disappointed that we will not have more opportunities to provide this homeowner the exceptional service Sentry is known for, as we no longer manage the association. 

  Customer Answer

  Date: 05/09/2025

  I would like to know when the funds willl be sent to be ? This is a very dishonest company so before I accept the resolution, I need to have the money in my bank account. Thanks 

  ****** ****

  **********

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23245055
  
  I am rejecting this response because:

  I would like to know when the funds willl be sent to be ? This is a very dishonest company so before I accept the resolution, I need to have the money in my bank account. Thanks 

  ****** ****

  **********

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

  Business Response

  Date: 05/20/2025

  These credits are showing on the homeowner ledger. The transaction dates are 4/30/25. The account has been updated and the information turned over to new management will reflect accurately.

  Customer Answer

  Date: 05/20/2025

  *****, the money is paid from my pocket so wouldnt they return the money to be vs putting it on the ledger for the new management company. This is just another example of their dishonest behavior . I am out of the country until June 1st and will have limited ability to check with the new company to verify what they are saying but the reality is the new company isnt responsible for Sentrys mistakes and their chosen payment vendor clickpay is the one that took the money from my account improperly. I tried to access the Sentry side which again shows what a deceptive and dishonest company they are . See attached . I dont know if this is because I am in ******** or they did something to block me. Thanks

  ****** ****

  **********

   

• Initial Complaint

  Date:04/22/2025

  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.

  March 2024 I allowed my brother to move in with me. I was sent a letter about his Uhaul that was parked outside for a few hours but by the time the letter arrived in the mail, the truck had been gone for a week. He used it to unload that day. Soon after I received a violation attached to my *** fees for the year for an additional $100. Using their portal to dispute the violation. A mgr replied. I questioned the violation andhe told me in order to have a tenant, I have to submit a form. I let him know that I do not have a tenant renting my home, I have my sibling staying with me. Since then, the manager replied asking have I lived in the home the entire time and confirmed that it was a relative and not a renter. He never responded again. Afterwards I was told my Sentry mgmt that I could only speak to their law firm. I had never received any form to complete and only receive invoices twice a week with an additional $100 each invoice. The balance now is over $7000. The attorneys office eventually sent me this invisible form that I never received and it is a questionnaire about me having or not having a tenant. The **** company never responds to their attorney so when I reach out to them, I only get a response of I will reach back out to the client again. The client hasnt responded. I will contact the client again. I have called the *** myself to ask will they notify whatever team member is in charge of contacting their attorney back so I can get this resolved, they say I can only talk to the attorney. Just being sent in circles. I received an email months ago from Sentry stating the violation is resolved but the additional $100 a letter charge has never stopped. I get them TWICE a week. Sentry has me feeling harassed and they are in my opinion stealing. I just received a new Verification of Occupancy Survey again. My brother actually left in November. Sentry will not respond to me or their attorney but will only send an updated invoice.

  Business Response

  Date: 05/05/2025

  We understand the frustration and are working to facilitate resolution. The local Sentry Team has forwarded this ongoing matter, along with all supporting documents, to the Board for action. The Board has this as an agenda item for their monthly meeting to be held on the evening of 5/5/25. The homeowner will receive communication on the outcome of the meeting.
  
  We are hopeful that this will be resolved quickly.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23234909
  
  I am rejecting this response because:

  if they replied on the 5th and have a meeting on the 5th, how will it be resolved and Ill be notified when they clearly have not been moving in a timely manner over this last year. They have not been responding to their attorney that they have transferred my file over to as you can see with all my correspondences with them. I have even received another invoice this week with an additional hundred dollars added per their usual. This should never have been a problem when I originally contacted them back in March when I saw the first $100 mistake. No one is contacting me so what meeting will they have to resolve anything without me being a part of it and they have access or should have access to all the information that their attorney has as well as the information that I have been contacting them with so in order to get a response from them I had to reach out to the BBB but they are charging me as well as all the other residence a fee for using an attorney service but theyre clearly not doing so. I have no confidence that this will resolve anything and I will have to be in reach out to an attorney which will cost fees when the mistake is clearly on them. 
  
  Sincerely,
  
  Shonquanisia *****

  Business Response

  Date: 05/09/2025

  The local team presented all of the information to the board for action. The board made the decision not to waive any violation fees in this case.
  
  It may help to understand our role in the community. We work at the direction of the Board of Directors. We are charged with assisting them with the day-to-day administrative functions of managing an association. We are the not the decision makers, and are also not a collection agency. The collection policy in the association governing documents dictate the process by which delinquent accounts are handled. Once an account is turned over to collections or an attorney, our hands are tied and we are no longer authorized to speak to the property owner about the financial aspect of their account. the attorney in question is not "OUR" attorney, but the designated attorney for the association and their collection process. The "Client" mentioned is the association.

  
  The only course of action for the homeowner in this instance is to work with the attorney.

  Customer Answer

  Date: 05/26/2025

  The *** has not sent me anything like they said that they would in the complaint to you. There is still no resolution. They acknowledged and close the violation against me but continue to charge me so they are misleading the BBB as well as me. They only respond to this complaint but not to me nor their attorney about this complaint 

  Customer Answer

  Date: 05/27/2025

  The HOA has not sent me anything like they said that they would in the complaint to you. There is still no resolution. They acknowledged and close the violation against me but continue to charge me so they are misleading the BBB as well as me. They only respond to this complaint but not to me nor their attorney about this complaint 

  Business Response

  Date: 06/01/2025

  As explained in the previous responses, Sentry Management is not the **** and has no authority in this matter. The homeowner will need to work with the attorney handling the delinquency, as this entire matter is being managed outside of our system.

• Initial Complaint

  Date:04/17/2025

  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.

  Sentry Management is the *** management company for the *** complex in **********. I requested that they remedy the Termite infestation of the building which has occurred three times in the same location. I made the request on April 3, 2025 and as of today April 17, 2025, they have not sent a contractor to the building to address the issue. I have been in regular and constant contract with the corporate office and the local office to address the issue and continue to get the same response each time. The response is that the board of my community has to approve treatment for the building. Meanwhile, there is termite infestation in my unit that is not being addressed. I pay over $300 per month for association dues and this company only gives the run around and no accountability for maintenance and repair actions that they are responsible for. Now I have to have the remediation done and file a law suit for reimbursement. This is outrageous.

  Business Response

  Date: 04/25/2025

  We understand the frustration and are pleased that this homeowner has received accurate information. 

  Oftentimes homeowners do not understand our role in their community. We are not property managers. We work with the Board as they manage the day-to-day administrative functions of managing their community. We do not have any authority in their community, and rely on the board to authorize action on all requests presented to them.

  We will be sure to pass on the information submitted in this complaint to your board for consideration.

  Customer Answer

  Date: 04/25/2025

  This is the same thing I have been getting for over 20 day.  ************ collects my COA dues and therefore responsible to maintain the property with the money they collect.
  Complaint: 23218201
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** ********

  Business Response

  Date: 05/02/2025

  Unfortunately we have no authority to do anything other than keep the association board informed.

  To provide more clarity on our role, we do not actually collect any funds from homeowners, the association does. We truly have no autonomous authority in the community.

  We will continue to keep the board informed.

  Customer Answer

  Date: 05/07/2025

  More ************************************* is unwilling to deal honestly and truthfully.  I recently spoke with board members and was advised that they had not received my repair request issue until @ April 23, 2025.  I made my request on April 3, 2025.  I also requested proof of financial expenditure for termite treatment of the buildings within the last ten years, @ April 20, 2025.  They have not provided the proof that I requested in accordance with the *** bylaws.  Lastly Sentry management indicates the company does not receive funds from owners, this is in fact another untruth.  Below is a copy of the reoccuring payment that is made every month, through my bank bill pay system.  

   

  ...05/01/25 BILL PAY Sentry Management RECURRING B106 ON ***** $314.00XXXXB106 $314.00
  

  on 04/30/25 on April 30, 2025 $314.00 Scheduled for 05/30/25May 30, 2025 Recurring Payment amount for Sentry Management
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  Dear BBB Agent,I tried to filed this case, but did not see any reply in my email inbox. So I am trying file this again in case the previous one failed.The Sentry sent me a letter which noticed me that I should shut off water spigots, and a $50 fine at the same letter. I felt unfair since they has never told me that I should shut off the water spigots. We owned the property for 8 years, and never be told we should do that. After they noticed me, we shut it off immediately. I asked to waive the $50 fine since we did not know that we should do that. They did not tell us that. But they still keep sending fine bill to me for three times. It is funny that they clearly know how to reach me for the fine bill, why did not they tell me to shut off the water spigots before sending me the fine bill. Their work is to make properties run well rather than trying to collect more money beyang the very expensive management fee.

  Business Response

  Date: 04/10/2025

  We have reviewed this matter and found that upon receiving the fine waiver request, we promptly contacted the Board of Directors for **********, who directed us, Sentry Management, to issue the fine, to seek clarification and resolution of the concerns you presented.Unfortunately, despite our efforts, no decision or resolution was provided  from the Board following that initial communication.Understanding the importance of resolving the matter, we have since followed up with the Board, to ensure that your concerns are addressed and to request further details about the fines basis and any potential options for resolution.

  We have since received a response from the Board denying the request to waive the fine. Because communication is sent out from the Association to all owners regarding the need to turn off spigots for the winter months, the fine is based on the failure to do so and will not be adjusted off your ledger.
  
  Oftentimes homeowner are confused about the role Sentry Management has in their community. The Board of Directors are the decision makers for your association. We work at their direction, ensuring governing document compliance and state statute compliance. We have been hired to assist with the day-to-day administrative functions of managing the community, and must look to the *** for any action or decisions on these types of requests.

  We hope this clarification and response from the Board is helpful.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23163789
  
  I am rejecting this response because:

  I have never received any communication about turning off the water before receiving the fine, since this company is doing the communications as it is collecting fine, I will hold this company as the one who did not do its work. 

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

  Business Response

  Date: 04/16/2025

  We do understand the frustration, we have noted in our records where the homeowner called in 1/10/25, stating they received a notice in December, but lost it and was unable to read it. They asked to receive a copy. This was after they received the fine for non-compliance. This communication went out to all homeowners.
  
  Regardless of the chain of events, we are still unable to provide a billing adjustment without the direction of the Board, who have declined this request.

• Initial Complaint

  Date:04/02/2025

  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.

  This January 3rd, I received a letter from this company. This letter is a $50 fine for my property - ***************************************** ***** deer. WI. The fine is about that we were not shutting off the water spigots. Once I received the letter, we shut off the water spigots on the same day. We did not knew that we should shut the water spigot before I received this letter. We took action immediately. We did ask a few time to waive the fine, but not result so far. I have gotten the fine bill letters three times since then. This company knows well how to send fine bill letters to me, why did they send notice letter to me to shut off the water spigot before give me the fine. $50 is not a lot, but the way they work must improve.

  Business Response

  Date: 04/10/2025

  We have reviewed this matter and found that upon receiving the fine waiver request, we promptly contacted the Board of Directors for **********, who directed us, Sentry Management, to issue the fine, to seek clarification and resolution of the concerns you presented. Unfortunately, despite our efforts, no decision or resolution was provided  from the Board following that initial communication. Understanding the importance of resolving the matter, we have since followed up with the Board, to ensure that your concerns are addressed and to request further details about the fines basis and any potential options for resolution.

  We have since received a response from the Board denying the request to waive the fine. Because communication is sent out from the Association to all owners regarding the need to turn off spigots for the winter months, the fine is based on the failure to do so and will not be adjusted off your ledger.
  
  Oftentimes homeowner are confused about the role Sentry Management has in their community. The Board of Directors are the decision makers for your association. We work at their direction, ensuring governing document compliance and state statute compliance. We have been hired to assist with the day-to-day administrative functions of managing the community, and must look to the *** for any action or decisions on these types of requests.

  We hope this clarification and response from the Board is helpful.

• 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.