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.

  2200 Defense Hwy STE 405 Crofton, MD 21114-2929

  
• 

  Sentry Management, Inc.

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

  
• 

  Sentry Management

  4401 Leeds Ave Suite 120 North Charleston, SC 29405-7554

  
• 

  Sentry Management Inc

  3109 Poplarwood Ct Suite 310 Raleigh, NC 27604-1011

  

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:05/20/2024

  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.

  Sentry senior management has failed to respond to serious concerns involving our HOA manager. Our manager has repeatedly failed to inform homeowners of our currently held liability insurance coverage acquired through Sentry management. Our HOA president has in numerous meetings stated that we have emergency repairs needed for shoreline erosion and tennis court repair at the same time asking for enormous sums of money. The statement was made for liability, insurability reasons, we must fix these areas. Newly elected board presented evidence that these claims were false and that We Do have adequate liability insurance and no emergency situation exists at all. Our storm water retention system was just inspected and no emergency repair is required. I have attended and recorded numerous meetings where these statements were made and our manager has attended and was seated next to the board member making these false statements and she Never informed owners of the fact that we do have liability insurance. Another concern is in regards to an official request to inspect our HOA financial records. As a person with a physical condition that Requires assistance, I offered to bring another homeowner as an accommodation. This request was refused as i was told only one person can view at a time. Manager then offered to personally physically assist me with my request in an email. An appointment was scheduled but the day before a ****** from HOA attorney stated I needed a dr ****** to describe my disability. I believe this was discrimination. I didnt respond to attorney to avoid an undue expense to HOA. I did converse with HOA attorney at a meeting and he was unaware of manager offering to accommodate me. I have contacted senior management with absolutely no response to these concerns

  Business Response

  Date: 05/29/2024

  We have the privilege of working at the direction of the ***** and are doing so, according to the management agreement. The statements included in this complaint are statements about the associations ***** of ********** of whom we do not have authority

  Customer Answer

  Date: 05/31/2024

  From: ************************* <******************>
  Date: May 6, 2024 at 2:51:38 PM EDT
  To: ******************************* <****************************************>
  Subject: ***** lakes *** management
  
  
  ?
  Good morning ******,
  I left you a voicemail Friday to please contact me and look forward to a conversation regarding our present manager and also to discuss my and other homeowners concerns about discrepancies with our bylaws and Florida law being followed in meetings, etc
  
  A question from all newly elected board members was presented at a board meeting on April 30, 2024. This involves the way new officers were chosen at board organization meeting directly following election meeting on March 27, 2024. when I and other owners asked if HOA attorney was consulted on why procedure was done differently than previous year, *************** stated that would add an expense. This is unacceptable and I would like to request HOA attorney meeting with all board members and sentry management to listen to these concerns and our proper procedure explained. The past board and ************************* have had HOA attorney present unnecessarily in many past meetings, but now in this very serious matter they dont want to incur expenses.
  
  There is a Very serious problem going on here in ***** lakes and your employee ************************* has been directly involved with misconduct in my opinion. I personally have been denied access to HOA documents in a timely matter and can attest through conversation with HOA attorney that ****** has not always been truthful about his consul.
  
  Additionally a liability insurance policy was omitted from the records I did receive. Our president continues to present a False narrative about an emergency situation involving our pond shoreline erosion, first stating an erroneous estimate from the state of ******* in the amount of $6 million and now he says numerous times ( recorded) that we have an emergency liability, insurability situation until fixed at the tune of 1.4 $ million. Also shut down our tennis courts that he says are unsafe and wants $80,000.
  
  All of the above has been proven false! As owners we would have expected more from Sentry management, but it seems *************** intentionally had anesthesia regarding the fact that we DO HAVE General liability insurance, acquired through sentry as part of our contract present policy since 2020! I have numerous video recordings as allowed per Fl law, with ****** sitting next to ************* making these statements and never did she open her mouth to correct him and inform owners of our insurance.
  
  Now Im sure sentry manages numerous HOA that have storm water retention systems in this area alone. I am insisting this conduct be explained because if this is also being presented to other HOA as an emergency situation we have a REALLY BIG PROBLEM!
  
  We have a rouge president here and as owners would like our community back to the always peaceful neighborhood its been since I bought *************************************************************************************** turmoil from this board member with the help of Your employee ******. We incurred many expenses and been made out to be villains for simply and respectfully asking for accountability. We are no now desperate which is why Im reaching out to  be prevent this atrocity from continuing. Few options are left unless someone with some maturity professional ability and integrity intervenes.
  
  The media seems to be our only option. Which would not be productive for ***** lakes or Sentry management.
  
  I look forward to your or possibly another senior associate please contacting myself, new board and HOA attorney
  
  Respectfully
  *************************
  
  Sent from my iPhone
  
  
  
  
  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21736129
  
  I am rejecting this response because:

  This complaint is about our *************** manager, an employee of Sentry management and her district manager not responding to some very serious concerns from not only myself but many owners. I've included an email to ******************************* that has never been responded to. I then attempted to call Sentry management to speak to someone else and was told "there is no one above ****** to talk to". This is unacceptable as a company and i look forward to a better response from Sentry management.

  Again, this complaint involves being denied timely access to *** financial documents; section ******* of the Florida Statutes. Also was denied bringing an assistant to accommodate a disability. Manager at Sentry then OFFERED in email to be my accommodate herself. Day before scheduled inspection; I received a certified ****** from HOA attorney that association required a dr ****** to prove a disability. When I contacted *************** our sentry manager, I was sent a response that all further contact must go through HOA attorney. 

  The other Very Serious concern involves our manager again, this involves her failing to send liability insurance policy in records I did receive. This coincides with an erroneous narrative presented to homeowners about shoreline erosion being an emergency and 1.4 million funding needed for liability, insurability reasons. In at least three (video) recorded meetings our manager sat right next to our board president as these statements were made to owners asking questions and she never corrected him. In fact, our present policy I've learned was procured through Sentry management and has been in effect since 2020. Also discovered in our contract with Sentry management is an addendum for project management. I'd like to know if this erroneous tale is being offered to other ***'s managed by sentry management? Our storm water retention ponds were just thoroughly inspected and NO emergency situation at all was found. 

  Additionally, three newly elected board members all questioned why procedure was changed this year to elect officer positions among board. *************** oversaw last year's election, so was aware of correct procedure according to our covenants but allowed a reelected board member to change it confusing new members without explaining procedure. New board all objected and requested to speak to attorney but according to manager only president can talk to attorney.

  In conclusion Some very concerning ethical and possible unlawful concerns have occurred and I look forward to ************************* to address these concerns. Our association has used Sentry management for years. And prior to this current manager we were happy 

  Respectfully 

  *************************

   

   

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

  Business Response

  Date: 06/21/2024

  While we understand the concerning nature of the allegations, we work at the direction of the ***** of ********* and the homeowner would be better served directing her concerns to the attorney as instructed. We have no authority over the ***** of *********, or the action taken in this matter.

• Initial Complaint

  Date:05/17/2024

  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.

  While we were discussing the terms of the Morning Creek **************************** (MCFHOA) prior to our purchase, we were informed of the $600 initial ********************* fee, and this cost will be used to establish our account. When we got to the closing on November 29, 2023, we were informed that we would be charged an additional transfer fee to MCFHOA in the amount of $125. When we questioned the closing attorney about this fee, his immediate response "Please discuss this additional fee with the MCFHOA".On or about February 21, 2024, we received an initial letter from MCFHOA dated February 1, 2024, with a contact number and the breakdown of their fees. While we reviewed the letter, we noticed another fee called "capital contribution - all sales" for $100. After multiple attempts to reach resolutions to the above concerns, neither one of the agents we spoke with was able to answer our questions. Their responses were as follows - I am not equipped to answer your question, everyone is charged a transfer fee at closing (i.e. first homeowner), I googled the term "capital contribution-all sales and it said ...." When I felt the phone operators/agents were unable to answer why we were charged additional fees at closing and their after along with interest charges and late notice fees, I requested to speak with a member of management for an immediate resolution. As of May 17, 2024, or four months later, we still have not spoken with a member of management.

  Business Response

  Date: 05/29/2024

  We apologize for the lack of detailed information. We are not the subject matter experts and typically the realtor and/or closing agent would explain this cost, as part of the full disclosure of the fees. 
  The Governing Documents for your community require this Capital Contribution Fee, or what is referred to in the covenants (Section 6) as a Transfer Assessment, be paid to the association upon each and very transfer or conveyance.

  We hope this information is helpful and provides the clarity desired.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21727905
  
  I am rejecting this response because:

  After reviewing the reply from a member of Morning Creek ********************** regarding the subject matter expert (i.e. Realtor and/or Closing Agent), I found disheartening.  The Realtor and/or Closing Agents did not impose these charges onto the incoming homeowner,and this responsibility falls on the Morning Creek ********************** board to explain such charges. 

  
  Next, while reviewing the reply related to governing documents related to the Capital Contribution Fee ($100), or the Transfer Assessment fee ($125), it appears that we had been charged this fee twice (i.e. once at closing  in the amount, and again on our first invoice duplicate charges!) 
  
  Also, can a member of the Morning Creek ********************** Board, explain what does the initial ********************** Fee in the amount of $250 covers?
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/28/2024

  We apologize for the delay, as we review this matter internally. We have reached out to discuss and gather more information in order to understand the chain of events. We are confident that communication with management at the local level will facilitate resolution.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21727905
  
  I am rejecting this response (We apologize for the delay, as we review this matter internally. We have reached out to discuss and gather more information in order to understand the chain of events. We are confident that communication with management at the local level will facilitate resolution.) because I had been trying to resolve this simple matter at the lowest level for the past several months to no avail.  The Morning Creek ******************************** has reached out to me to obtain information that they should already on file, and I don't have a good feeling of the impending outcome.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/15/2024

  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.

  Customer Answer

  Date: 07/27/2024

  To Whom It May ******************** February 2024, I had been trying to get an immediate resolve on the above matter to no avail.  Please review the recent communications with the Morning Creek ************************************* Vice President.

   

  Kindly,

   

  cc:  email communication below and attached

  *******************
  From:****************************
  To: ******************* (*******)
  Cc:**************************,****************************
  
  Wed, Jul 10 at 5:41 PM
  
  Hi ****,
  
  Nearly three weeks have passed since I sent you the information you asked for to investigate and make the appropriate adjustment(s).  Can you please provide me with an update on my this matter or should I wait to hear from Better Business Bureau?
  
  
  ***********************************
  3449 Sumersbe Ct
  ***************************
  ****************************
  **************************
  
  
  On Monday, July 1, 2024 at 05:51:03 PM EDT, ******************* <****************************> wrote:
  *******************,
  
  I am in receipt of your email and your response to the BBB.
  
  I am surprised to learn that it took reaching out to the Better Business Bureau to get answers to our inquiries, and now you're asking me to supply you with information that you and your team should already have.  If this is any indication of how you and your team operate homeowner associations affairs, our business relationship is not going to go well.  Here's a screenshot of our ALTA/HUD settlement statement as it relates to homeowners charges:
  
  Respectfully,
  
  
  ***********************************
  3449 Sumersbe Ct
  ***************************
  ****************************
  **************************
  
  
  cc:  copy of the ALTA settlement
        copy of Morning Creek ********************************** Invoice
  
  
  
  
  On Friday, June 28, 2024 at 01:46:04 PM EDT, ******************* (*******) <************************************> wrote:
  
  ******************************* good afternoon.  I received a copy of your BBB complaint from our home office regarding your account in ******************** HOA.  If you could please forward me a copy of your ALTA/HUD settlement statement, I will review it with our accounting team to see what if any adjustments can be made to your account.  Please forward to me at you earliest opportunity, and I will try to bring this to a fast resolution for you.
  
  I have also left you a voice mail at your ************ cell number with this same request.  Sincerely, *******************
  
  *******************;
  Division Vice President
  ***********************
  ************************************
  ******************************************************************;
  
  
  
  Please contact ******************************************* or ************. In an effort to direct you to an associate that can help you, please review the below options:
  Make a payment: Call ************
  After-hours Emergency: Call ************, dial 9
  General Assistance: Visit www.sentrymgt.com and select My Account at the top of the home page. You will be prompted to log in to the CommunityPro PORTAL. Once logged in, you will be able to view your user profile, account balance, make a payment, set up auto-pay, request replacement coupons, and view governing documents.
  Order Closing Documents: Visit www.sentrymgt.com and select Order Closing Documents at the top of the home page. You will be given the option to order estoppels (resale documents), formal refinance letters, and questionnaires. You will be redirected to WelcomeLink to fulfill your request.
  Other support: If you require additional assistance, you may contact the office at ************.
  
  
  Invoice_MHOA_041224.pdf

  Customer Answer

  Date: 07/29/2024

  ***** *******,

  The Sentry Management, Incorporation and I both received a copy of the settlement statement on November 29, 2023, and they should have already have a copy.  Nevertheless, a copy of the settlement statement was emailed to **** ***** (Division VP) on July 1st, 2024, and he has failed to acknowledge and/or respond either.  Besides, me providing his organization with a copy of the settlement should not have a bearing on whether or not they should respond.  Hence, I am not sure whether or not this is another delay tactic but I would like to know my next step to move forward - February 2024 to get a resolve is too long!

   

   

  *********** ****
  ****************
  ******************, **, 30349
  
  
  Dear *********** ****:
  
  
  Please note the provided information has been review.
  The business did respond with the below on 7/15/2024. Please review and provide the business a response to reopen your complaint. 
  

  Date Sent: 7/15/2024 4:22:56 PM
  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/30/2024

  ***** *******,

  The Sentry Management, Incorporation and I both received a copy of the settlement statement on November 29, 2023, and they should have already have a copy.  Nevertheless, a copy of the settlement statement was emailed to **** ***** (Division VP) on July 1st, 2024, and he has failed to acknowledge and/or respond either.  Besides, me providing his organization with a copy of the settlement should not have a bearing on whether or not they should respond.  Hence, I am not sure whether or not this is another delay tactic but I would like to know my next step to move forward - February 2024 to get a resolve is too long!

   

   

  *********** ****
  ****************
  *****************************
  
  
  Dear *********** ****:
  
  
  Please note the provided information has been review.
  The business did respond with the below on 7/15/2024. Please review and provide the business a response to reopen your complaint. 
  

  Date Sent: 7/15/2024 4:22:56 PM
  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 08/21/2024

  Complaint ID: ********

  ***** *******,

  On July 30, 2024, I sent you and your team my action/response to the business response made on July 15th, 2024, and you provided the following response "The business did respond with the below on 7/15/2024. Please review and provide the business a response to reopen your complaint."

  
  Date Sent: 7/15/2024 4:22:56 PM
  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.

  If I have provided the complainant with the same information that we both received at closing and the complainant still have responded, what is my next step?

   

  Kindly,

   

  Mr. *********** ****

   

  Business Response

  Date: 09/11/2024

  We have exhausted all avenues in attempting to obtain this documentation. The information provided to **** ***** was not the entire document and that is what is needed in this case. Until the document in its' entirety is obtained we have nothing to research, and no way to meet this homeowner's request.

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 21727905
  
  I am rejecting this response because the response is "another attempt" to delay resolving this matter.

  If I may ask, where is the defendant's copy of the closing documentation.  Note:  The defendant and I received the very same documents at closing and they are asking me to submit a copy of the document, and now I am submitted the documentation again.  This is unacceptable and should be formally documented as such!

  
  Sincerely,
  
  

  *********** ****

   

  cc:  ALTA Settlement Documentation

  Business Response

  Date: 09/19/2024

  We are attempting to resolve this the quickest way possible in the absence of the needed information in our files. We simply need the one document to review the account. There is no attempt to delay, we have done extensive research and do not have what is needed. Several times now we have invited this homeowner to email the document to upper management at ******************************** division and we are unable to move forward without their cooperation.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 21727905
  
  I am rejecting this response because:

   

  After reading the company's reply "We are attempting to resolve this the quickest way possible in the absence of the needed information in our files. We simply need the one document to review the account. There is no attempt to delay, we have done extensive research and do not have what is needed. Several times now we have invited this homeowner to email the document to upper management at the ******* Sentry division and we are unable to move forward without their cooperation," I am rejecting their response because I have supplied **** ***** (Division Vice President) with the information in questions and I also uploaded the document on this platform.  If I may ask, "If I sent the information on July 10th, 2024 via email and the company is deny receiving the information, and the company deny receiving the information, when I uploaded the document on September 15th, 2024 via this platform, did your team supply the information/attachment to this company?  If your team did supply the company with the requested information, and they deny receiving it, what is my next step and how do I escalate this matter?
  
  Sincerely,
  
  *********** ****

  Customer Answer

  Date: 10/01/2024

  Complaint ID# ********

   

  BBB,

   

  After reviewing the notes from September 15, 2024, I noticed the upload (attached) document in question.  Hence, I am re-submitted the documents.

   

   

  *********** ****

  ************************

  **********************-3561

  *************************************

  Business Response

  Date: 11/02/2024

  We have received the document and are reviewing.

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 21727905
  
  I am rejecting this response because:
  
  After reading the company's reply "We received and are reviewing the documents," is unacceptable!"  What is my next step and how do I escalate this matter?

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

  Business Response

  Date: 12/17/2024

  After review with our accounting staff we have confirmed that the closing attorney letter sent in 2023, did omit the $100.00 Capital Contribution fee. This fee was added to their account in February, 2024, 3 months after the closing in November, 2023. Accordingly, it is our position that this fee should be refunded to the owner. All other fees appear correctly charged and received. We will process the refund request by close of business 12/18/24. We feel this is a fair and equitable solution. We appreciate your patience and look forward to resolving this matter.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 21727905
  
  I am rejecting this response because Sentry Management denies overcharged us for a transfer fee of $125 and capital contribution fee of $100 at closing, and they only offered to refund us $100.00.  Unacceptable!
  
  Sincerely,
  
  *********** ****

  ****************

  ***************************-2976

  Business Response

  Date: 01/14/2025

  As stated, an extensive audit was conducted, and a refund was submitted based on those results. We believe this to be an accurate representation of the fees and the overcharge. If desired, a manager at the local division would be happy to discuss.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 21727905
  
  I am rejecting this response because of the following concerns:

  Overcharges:  **************** Contribution of $100, and $125 transfer fee

  Local Management has failed to resolve our concern

  Higher Management has failed to resolve our concern

  After going through local channels and the Better Business Bureau to get this simple matter resolved, I learned that we had been working nearly 365 days with Sentry Management with both local and upper manager to no avail.  Now, we learned upper management of Sentry Management team mentioned they sent a partial refund check for the overcharge (never received), and to go back to local team for the remaining overcharge.  May I ask, why would upper management refer us back to the local team for part of the overcharge?  

  Better Business Bureau,

  It appears that Sentry Management and I are at an impasse regarding the overcharges.  Other than going to my family, friends, colleagues and social member about the Sentry Management overcharges imposed on us, what is the next step to closing out this matter?

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

• Initial Complaint

  Date:04/27/2024

  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.

  Property was sold/closing date: 11 May 2023. Sentry Management, without my permission and with no notification to me, terminated my automatic payment for HOA fees and when I closed my sale on 11 May 2023 charged me a late fee of $38.05. My payment was scheduled to be paid and was stopped by Sentry Management before the due date. This was discussed during closing and without delaying the closing of my sale I agreed to contact Sentry Management for a refund of the $38.05. Since closing on the sale of my property in May 2023 I have requested a refund many times, which they have acknowledged receipt but never followed up with any action. A closing statement showing the $38.05 charge has been furnished to Sentry Management.

  Customer Answer

  Date: 05/13/2024

  I received a refund from Sentry Management for $38.05 yesterday and have deposited it into my bank already.  There were no comments...just a check.
  

  
  

  I could not have done this without the help and guidance that I received from BBB.  

  
  

  Thank you very much,

  
  

  *****************************

  
  

• Initial Complaint

  Date:04/22/2024

  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 have been working with this *** Management company to obtain a roof repair which allows pigeons to nest under the roof in a hole under the roof. The pigeons make a foul mess of f**** droppings on my entry way. The smell and sight are terrible, with lots of slip and fall issues due to the wet droppings and my entryway is filled with gnats which are attracted by the tons of pigeon droppings on my entry way. The roof repair could be so simple if the *** would send their maintenance crew to put up a barrier so that the pigeons could not harbor under the exposed roof. They have been there for two years and multiple times daily I have to sweep, wash, and bleach my sidewalk entry way. The *** is fully aware of this disgusting health and accident issue. They refuse to help me. I pay monthly *** fees of $250.00. Yet the *** refuses to do the job they are designated to provide. The birds bring tons of food which gets moldy under the roof, attracting insects, mold and fungus. This is ruining the roof structure and it is creating a serious health hazard. I have sent them many pictures of this ruinous mess and emailed them for assistance. No response since they promised a month ago to help me. I have been told to be patient: this has gone on for two years. It is decreasing the value of my home, and is a health hazard.Can you please help me to get some resolution. The property manger is ******************* at *********************************** phone number is: ************. Your assist is deeply appreciated. *********************************

  Business Response

  Date: 05/02/2024

  We understand the local Sentry Team has been on contact with the homeowner to provide updates.

  The Board is concerned about this ongoing issue and has been working with the ******************** for some time. We will continue to work with the experts to try and identify a resolution, at the direction of the Board.

  we empathize and understand the frustration. We will do everything we can to facilitate resolution.

   

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21610207
  
  I am rejecting this response because: I was promised that the roof hole would be repaired last Friday. It was not repaired. I am still dealing with the filth from the pigeon f**** and the horde of gnats that these droppings attract. I am still having to clean this disgusting debris off my front entry way and sidewalk. The cement is stained and slippery. I sent multiple messages to ***** notifying her of the failure to perform the repair. No response.  ******************************;
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/15/2024

  We understand the frustration, and we are working diligently at the direction of the Board and with the vendor to address the concern. This situation has existed for quite some time and we are being told from the pest control vendor that this will not be resolved overnight.

• Initial Complaint

  Date:04/18/2024

  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 received a letter on 03/24 in regard to fines that will be imposed for matters I tried to fix with the property management ************** I was not getting any responses and letters showing failure in communicating properly. Letter on 03/24 with fines already imposed earlier. Each time I got a violation letter in regard to landscaping I sent photos and asking for explanations. Later HOA mentioned to me that the problem is something different. In a way the issue is starting to look like it's targeted against me. Example mailbox. I had a different than black mailbox after which I submitted request for a color brown that other neighbors had. I was told only black mailbox is allowed to find out the other neighbors that have ***** did not get violation notices. I am asking for violation notices to get credited due to failure to communicate timely and respond to requests I made showing corrected issues. This is either a case of bad management practices or targeting my nationality and/or race. I am just looking at getting this corrected and have someone with Sentry communicate to me. I was supposed to have a call with "property manager" on 04/15 with nobody calling me or communicating. Later an assistant just told me you must have ****** someone off. This is an issue of bad management from the Sentry office at the *********************.

  Business Response

  Date: 04/30/2024

  Oftentimes property owners do not fully understand Sentry Management's role in their community. We are honored to have been chosen by the Board to assist them with the day to day tasks associated with managing their association. The Board members are the decision makers for the community and they work hard to make the best decisions for all property owners.

  This community's board handles fine disputes directly, so a meeting between the Board and owner was coordinated. The board explained to the owner what was needed to cure the violation. The owner then started communicating with the local Sentry team asking for our decision on the matter, to which the owner received a response indicating that this matter was decided on by the board, not Sentry. The board followed up with the owner directly to clarify. Any disputes on their decision should be taken to the Board.

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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.

  Account no : **************** Sadly I am on autopay for HOA. Sentry management goofed it up and did not issue the token for two months. Now added a 100$ fine for no fault of mine. Refuse to reimburse inspite of admitting to their mistake. Email to ******* admin- ***** produced no results. I know 4-5 other people in the same predicament. Considering class action if issue remain unresolved.

  Business Response

  Date: 04/26/2024

  We understand that the homeowner has received communication from the local Sentry Team outlining the communication sent to all homeowner prior to this change in due date. The homeowner was advised that the appropriate steps are being taken to present this matter to the ***** of ********* for any action beyond a one time courtesy adjustment of the late fee and interest. Sentry is unable to waive any additional fees without approval from the *****.  

  Customer Answer

  Date: 04/26/2024

   
  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,
  
  *******************

  the board reimbursed all the extra charges. Sentry management goofed it up pretty well. Shame on them. 

• Initial Complaint

  Date:03/29/2024

  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 am the owner of a unit in ********** ****** ** ***** ******* in Apopka FL, and I am writing because we just found out that the Sentry management HOA is using the appraisal from 2017 to get the insurance for 2023/2024. (2017 appraisal 4.4M 2023 appraisal 7.7M) By Florida law all condos need an appraisal every 3 years and Sentry is aware of that. If something happens to our buildings we don’t have enough money to cover the repairs, and we are not available to sell because our condos are considered "Non-Warrantable condos".
  
  After a lot of e-mails, calls, and visits to the offices in Longwood Fl and Tavares FL, they just ignored our request to update the insurance.
  
  Our community manager left the Sentry company the day before the HOA meeting not sure because she know this is a legal case and now we have a new person that we meet in the meeting. I thought the general manager in Tavares will help with this situation but she is very unprofessional and I just received screams from her saying is not their problem and hangs out the call.
  
  I hope that somebody in Sentry management can see this situation and help our community in ********** ****** ** ***** ******, most of the people living there are retired or low-income and it is not right that for Sentry management negligence a hurricane comes and the owners will find out there is not insurance to cover for the repairs of our builds.
  
  Please see attached the probe of the actual insurance 4.4M and the appraisal that is 7.7M
  
  We just need Sentry to help to update our insurance to cover 7.7M. I appreciate it if somebody in Sentry could help here.

  Business Response

  Date: 04/09/2024

  We sympathize with this homeowner and understand the frustration. 

  Oftentimes homeowners are not aware of our role in their community. We are hired by the Board of Directors to assist them with the day to day administrative tasks associated with managing their community. 
  Sentry Management has no decision making authority, and we work at the direction of the Board.

  In this instance, the appraisal is complete and the Board has yet to authorize payment for this updated insurance. They are aware of this homeowner's situation. There is nothing Sentry Management can do in this matter.

   

• Initial Complaint

  Date:03/28/2024

  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 logged on to the website to pay my bill and they blocked my account. Why would they block someone's account for bill payment. This is one of the stupidest things ever. How about let people pay their bills. I was on the phone for an hour to try and get my account open so I can go online and pay.

  Business Response

  Date: 04/04/2024

  We understand your frustration, however, we no longer have the honor of managing Cumberland Point HOA. As of 1/1/2024 the management company is ******************** Management at ************. If you live in Cumberland Point HOA, you may contact them for assistance.

• Initial Complaint

  Date:03/23/2024

  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.

  On a call with our condo association property manager, *********************, I told her the gutters in front of our unit were busted and it flooded in front of our unit every time it rained. She neglected to handle the matter completely. Over a month later, we had carpenters in our condo for work we were looking to have done. They informed us they could not proceed with the work because 1) there is major cracking/splitting of our front concrete stoop in which water entered our basement through, 2) there is major splitting our back concrete stoop water enters though, and 3) that because the gutters above our unit were busted every time it flooded in front our unit an excess of water was (and still is) entering our basement and that this has caused a major mold problem and it would be a hazard for *************************** we had out to proceed with the work. I contacted ***** 1/31 informing her of the three problems listed above and for the condo handbook. ***** said she will address gutters and eventually attaches a readable copy of the handbook. She denies the exterior work is the condo associations responsibility to which I cite it clearly sates it is in the handbook. I informed her I want to be reimbursed for out of pocket expenses I have incurred to address mold in the basement until we are able to hire mold specialists to remediate mold which will cost us thousands of dollars. We cannot hire the specialists until the front and back stoop are corrected which as of 3/23 still has NOT been resolved. Mold is a major health hazard that I noted to Corla that she may handle the matter promptly which has not been done WHATSOEVER. I am asking to be reimbursed for a little over 500 dollars which I would not have incurred if it weren't for the condo board's negligence. A month after I contacted ***** via email and followed up with her weekly she had done done nothing and eventually forwarded my email to another employee. I was told my request to be reimbursed was denied.

  Business Response

  Date: 04/04/2024

  The complainant is not a homeowner in an association we manage. The complainant has a family member who is a homeowner, and we have been working with her on several items over the last few months. The complainant wanted the board to make an exception and provide compensation for damages done in the basement of the family member. The board has decided against reimbursement, as the declarations clearly state what is and what is not covered. In these matters, the Board must adhere to the governing documents.
  
  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21476597
  
  I am rejecting this response because:

  
  My mother is the home owner and she is a senior and we are literally living with with black mold in our basement because we cannot hire mold specialists to fix the mold until the back concrete stoop as well as front stoop are sealed as this is how water has been entering our basement. Water still enters are basement due to negligence of the exterior properly currently so we are having to live with black mold despite having informed the property manager almost three months ago of the various ways water has been entering our basement throw exterior issues which are the condo boards responsibility. We would not have incurred these financial damages had the exterior property been maintained or repaired in a timely fashion and we would not have to be living with mold and unable to address it due to the work not being resolved. The damages are a direct result of the condo board's responsibility which is exterior property. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/10/2024

  The homeowner has spoken to the local team about this matter and suggested that we did not present the information to the board adequately. The homeowner was asked to provide pictures to present to the ***** of ********** The homeowner refused.
  As explained previously, we have no authority to do anything except follow the direction of the ***** of **********
  As explained to the homeowner, all repairs have been completed except for the back patio, which cannot be completed until the weather is consistently warm enough.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21476597
  
  I am rejecting this response because:

  I should not have to incur damages out of pocket for issues that would not have resulted if it were for proper maintenance of the exterior which is the condo boards responsibility. 

  I did not believe submitting photos would make a difference in the condo boards decision just as my submission of expenses didn't. 

  The front stoop and gutters have not been adequately repaired as gaps still exist and I've communicated these things already.

  Water is still entering our unit and we are still unable to address ourselves and still living mold which is UNACCEPTABLE.

  We deserve to be compensated for our out of pocket expenses. If we damaged condo board property we would be held liable. This is incredibly unfair. The board should take responsibility and stop deflecting. 

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

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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 Managament took over November 1, 2023 from my previous HOA ************. A statement was sent to my rental residence even though they have my primary residence on file. The tenants in the home moved out in December ******************************************************* the mail. Once I got the statement I paid for November, December and Janaury and was caught up. In January when I paid for the past HOA fees I set up an auto pay account. In February they tried to process a payment over $1,000 to my account. My bank denied the payment. On February 26th, 2024 I called and spoke to **** who stated that I had a violation from my previous HOA. I had not been informed of any violations and **** could not even tell me what the violation was just that I needed to pay the fine. I said I had not been informed and it was also not on my statements so I asked for it to be waived. She told me to email ******************************************* which I did. The next day I got the generic email back stating: Hello, We appreciate your email and the opportunity to assist. Your request has been referred to a Sentry Specialist who will contact you by phone or email. I had to email again on March 13th since I did not hear back from the previous email. The next day they processed a payment in the amount of $1,415 which this time the bank processed. I received the following email back the next day:Good morning, Thank you for your email and the opportunity to assist you. We have received your payment and I can see here that your account is current. I don't see any violation open on the account. Thank you!I kindly reminded the representative that it's not going to show anything since they processed a payment and as of today March 20, 2024 I still have not received a response back. All I want is my money back since they dont even know what the violation was for and that it should be waived.

  Business Response

  Date: 04/03/2024

  We apologize for the any confusion. Transitions can be difficult and because this account came to ** with a balance forward based on violations, the history is not immediately known by agents answering the phone. In reviewing the matter, I found that the local team are in possession of the pictures of the violations and the letters that were sent to the property address by previous management.

  It appears that when you set up your autopay, you have it set to pay balance in full. Sentry Management has no hand in the payment process through Clickpay.

  The ***** of ********** who are the decision makers for the community, have reviewed the matter and have determined that the fines were justified. The documentation on this matter has been attached for convenience. Unfortunately we are unable to provide a refund in this case.