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:03/19/2024

  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.

  We recently purchased a home in ****************** and was told there was an ***. We are not able to get in touch with the *** via phone or email and was told that Sentry could not relay this information to us on 3/19/24. We do not have a board of directors or meetings and there is no record of it on the homeowner portal. Our money is being spent on landscaping which equates to almost $4000 a year but the common areas are not being maintained. Our emails go without response and tickets are closed without resolution. The only time we hear from this company is when they are requesting money, but they will not answer our questions or give us contact information for anyone within the company. Calls for the community manager get redirected to sentry and we are told again that we should email. We got a bill for $200 for the annual assessment but when we called, the portal said $0 due and they confirmed $0 was due. Then we get a statement with interest charges and was told the system must not have been updated on Jan 19,2024 when we called prior and their staff member must not have known that. At this point it must be fraud when you request money with the threat of a lien to my property; but cannot give me a managers email or phone number, avoid contact via email which is the preferred method of contact, and have not followed *** covenants. If sentry is the one taking our money and assigning a community manager, then they should be able to resolve this or give me the information of someone who can.

  Business Response

  Date: 04/03/2024

  Our Team members have left detailed voice messages hoping to assist this homeowner, but have not received a return call or email.

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21457469
  
  I am rejecting this response because: My initial contact was on March 20th and it is now April 3rd. I received an email from the ********************** that they forwarded my complaint to the manager *******************, however, I never received any form of communication past that. Ive sent follow up emails without reply. I have not received any phone calls or detailed messages from the company or I wouldve returned them promptly. It is the run around time and time again from this company to save face. I would not recommend them to anyone and will be using my lawyer for future correspondence since they did not want to handle this amicably. 
  
  Sincerely,
  *******************************

  Customer Answer

  Date: 04/05/2024

  The company has reached out and answered my questions. I am content with their reply and wish to close this complaint. 

  Business Response

  Date: 04/05/2024

  We understand that a conversation between the complainant and local team was had to day. We hope the information shared was helpful.

• Initial Complaint

  Date:03/18/2024

  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.

  December 8, 2023. My unit was vandalized. I filed a report with the *************************** I also filed a claim against my condo insurance policy. Once my adjuster had completed my estimate. She submits it to the *** insurance as part of due diligence. Which makes no sense when my property was vandalized the *** insurance decided to pay the claim on my alterations improvements and betterments everything walls in. Everything I paid for. Which based off of the decs and bylaws was my responsibility to insure never owned by the ***. Because *** insurance said they were going to pay it. My insurance said I would have to go through them to get reimbursed. The check was cut December 27 and I have yet to see the check. I have now been told four times once they receive the check, they will discuss my claim with the board to decide on how to proceed again makes no sense to they are able to hold my money for ****** and dictate to me when I get it. this claim has nothing to do with originally installed equipment, fixtures or permanent improvements this unit was built in 1984 it has been completely renovated and does not have anything but the bones of the unit originally installed. I have asked to be included in the board meeting. I have sent multiple emails and I have been ignored by ********* and ****. They are deliberately ignoring me and I have proof of that as well. **** sent me an email for a different unit not realizing it was me and when I confronted him about it he responded with the same spiel about once they receive the check they will let me know. I paid for all of the damage from the vandalism out of my own pocket. They make up process as they go. For example.. I had a patio fire claim two ******* ago that the *** insurance denied, exterior siding ( *** responsibility per decs) of my condo and an adjoining unit caught fire. Not only did the tenants insurance pay the fire I had to get estimates, hire the contractor and get funds disbursed without *** help.

  Business Response

  Date: 03/27/2024

  In reviewing this matter we found that we have documented communication with the homeowner. Explaining the process and explaining what is needed in order for the Board to consider paying a claim. The homeowner refuses to provide the documentation required. The Board will not consider payment without due process. The matter is now with Association Counsel. 

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21452420
  
  I am rejecting this response because: First reason the vandalism happened December 8, 2023 the check was disbursed December 27, 2023 from the insurance I was then told to wait 7-10 days to contact the *** to have them release funds. January 4, *** confirms receipt and deposit then informs me of this process in which I responded with saying the unit had already been repaired and ready for move-in, all monies paid were out of pocket because I already had a new tenant moving in January ********************************************************* to get that unit completed so this woman and her children were not displaced. I let *********  know I could supply receipts, but the guy I hired is one man theres no contractor no vendors none of that stuff. It wasnt this type of claim, she has ignored me since and when I did get a reply she was passing me off to ****. Secondly, The management company keeps referencing this process, but their process is different for each claim and I know this from experience they are holding my money for vandalism for ****** for my ADT security system, window coverings, paint, interior doors, patching of holes, flooring and cleaning all cosmetic repair and personal property that does not belong to the *** per the decs and by laws. Also, they are asking for W-9 & BWC information. BWC does not apply to a one man crew and I have told them this. I hired him through ********** Pros. There is are no contractors/vendors.  He painted. He installed vinyl flooring. We werent required to get permission to purchase those improvements and alterations ( flooring, doors, paint, etc.) so why would I need to provide W9, BWC, license and insurance for a paint job and flooring install this unit is 874 ft. I also own my unit free and clear, their is no first lien position because I do not have a mortgage.  I asked where this process is referenced because it did not exist in June of ******************************************************************** fact I did everything including signing off on the estimate for repairs and that claim fell on my tenants insurance policy, so why pick up a claim for vandalism of personal property and cosmetic repair inside of my unit, but not pick up a claim for fire damage of the outside of my unit, which was the siding of my unit and the adjoining unit which per the decs is the ***s responsibility.  I have emailed SENTRY twice a month since January and either they ignore me or they say the same thing about once they receive the check they have yet to tell me when the board meeting is so I could be also part of that discussion they want to have pertaining to my claim which is also my right as a unit owner. I paid their $5000 deductible and they have yet to tell me that the check is even received. I have been deliberately ignored and its not their money. 

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

  Business Response

  Date: 04/04/2024

  Oftentimes homeowners are not aware of the role we play in their community. We are honored to serve the associations we are privileged to manage. What that means is that we assist the ***** of ********* with the day to day administrative tasks associated with ensuring their community is a place we would all be proud to call home. The ***** of ********* is comprised of neighbors - volunteers - working hard to make the best decisions for the community. They are the decision makers and in this matter we are unable to assist further. Without documentation requested by the board, they will not consider reimbursement.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21452420
  
  I am rejecting this response because:
  Without documentation submitted to the board this is the response to all the questions that was asked in my previous response? This isnt a response. This is another runaround, same spiel different day. ********* who initially was involved emailed me after I was told to get with the *** in 7 to 10 business days to get my disbursement when I reached out because all repairs were completed informs me that Sentry requires the following documents from the contractors/vendor who perform work for the Association to set them up in the system and issue payment: Copy of Contractor's W-9, Copy of Current Certificate of Liability Insurance, Copy of Current Worker's Comp Certificate. As I told her, there are no contractors nor vendors this is a cosmetic repair. Theres no electrical work theres no plumbing work no construction work. I paid for everything myself and hired a gentleman from ********** pros to paint and install flooring. This unit is 874 sq feet. They keep referencing this process show me this process a formal documented process outlining unit owners requirements when repairing a vandalism within their units. Also, W-9? They are not paying me for services or employment. They are making a payment to me from a policy I pay for. A W-9 does not apply here. BWC is for a company that has more than one employee that also does not apply to me nor does it apply to the guy that painted my unit. Referencing back to this process where was this process two ******* ago when my unit caught fire of the outside building the common areas? When the back siding of my unit caught fire the board wasnt involved in that and neither was the *** in fact I called them for guidance and had to handle that fire claim from start to finish. That claim was also paid out of my insurance policy so again why would *** insurance pay out a claim for vandalism of my personal property, improvements and alterations but would not cover a fire claim for the outside common area? I need formal documentation outlining this process that has been used as an excuse for 3 months. 

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

  Customer Answer

  Date: 04/08/2024

  What response did they make that is considered appropriate? They answered nothing and stole my money. 

• Initial Complaint

  Date:03/18/2024

  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.

  To Whom It Concerns,Please see the attached PDF file containing all supporting documents for said complaint.Sentry Management insists that I owe what was originally $95.00 but is now $96.42 due to interest. I have phoned the company on more than one occasion. One of those I was told to simply disregard the charge since I did not owe it. On two occasions spoke with someone in the resales department. I asked the following: 1) What is the $95.00 chargeback for? I was told it was a refund requested by the previous owner. 2) What is it for? Nobody to this day can justify that in writing for me. Furthermore, I was told by both individuals in the resales department that they could not understand the chargeback since everything the seller requested before closing was submitted therefore both parties were deemed to have been made whole at the closing table.Fast forward to January 2, 2024, at which time Sentry Management dared to debit my checking account for the $95.00 without notice since I was on Autopay for my monthly assessments. So I made my February 2024 monthly payment less the $95.00. and removed myself from Autopay. Also, the email that I sent to ******* asking for an update resulted in no response from her. **********************

  Business Response

  Date: 04/05/2024

  In reviewing this matter we understand the frustration. The previous homeowner was erroneously charged $95.00 that was collected at the closing. The error was realized and the charge was reversed on 7/05/2023. At that time, the $95.00 showed as a credit on the new owner's account, causing the confusion. Before the funds were refunded back to the previous owner, the new owner short paid their September assessment by that $95.00 amount. Once the funds were credited back to the previous owner, the balance reflected that missed $95.00 - still owed, which was then paid by current homeowner as their autopay was set to pay in full.
  The account is clean and correct at this time. We hope this information is helpful in clarifying, and we apologize for the confusion.

• Initial Complaint

  Date:03/18/2024

  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 am a resident in silver **** subdivision in ***** . I am 75 years and a widow I lived in this residence for over 25 years and always pay my dues regularly. Which is $180.00 in January and July . There is just one time the check return to me because I paid from a different account to myself I made a mistake and within a week I make the payments to Sentry Management. Now sentry management is charging all kinds fees . Intent to lean $107.55, late fee Assessment notice charges every single month . The total charges of fees and interest assessments adds up to $645.94 . I am on a fixed income and I have been paying my *********************** dues for the past 27 years and never late. Because I am a senior they are trying to rob blind . I dont have any extra money to give the home owners association. I just want this to go away I am having depression and anxiety and cannot sleep . I need help Thank you ***********************

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.

• Initial Complaint

  Date:03/15/2024

  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.

  My condo building had the wrong addresses on the outside units and paperwork needed updated with the County Auditor to reflect the correct address of my unit. Instead of doing the work, Sentry Management decided to switch the house numbers around on the units, confusing the mail, package delivery, water billing, etc. I have been working to resolve this problem for 9 months and they had not returned any emails or phone calls about this issue and didn't even return a call prior to making the change of addresses on the physical units. I have recommended a change in management companies, and I would recommend anyone looking for a proper management company, to find a more knowledgeable and professional company.

  Business Response

  Date: 03/27/2024

  We understand the frustration this homeowner is experiencing. In reviewing this matter we found that we learned of the issue regarding incorrect addresses on the building through Maronda Homes following a complaint lodged the homeowner. In response, our team promptly engaged in dialogue with the homeowner to gather further details and then immediately notified the board of directors, who are the decision makers for the community.
  
  Following the board's directive, it was determined that the responsibility for rectifying this matter rested with the developer, Maronda Homes. Subsequently, ******* Homes dispatched a representative to conduct an inspection, which confirmed the erroneous installation of addresses on the building. Maronda Homes assured our team of their commitment to rectify the situation in alignment with the approved drawings and county records.
  
  In subsequent discussions, both the board and our local team sought clarification from the developer regarding any potential ramifications for neighboring units. As per the board's instruction, any concerns regarding this issue were appropriately directed to Maronda Homes for resolution.
  
  It is important to note that the decision to amend the addresses was exclusively within the purview of Maronda Homes and was not influenced by the board of directors or Sentry Management.
  

• Initial Complaint

  Date:03/11/2024

  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 President for *************************. I have not been able to reach my community manager or anyone from Sentry Management since November 2023. The board had some questions about the budget which were emailed. Since then there hasnt been any communication from Sentry. I even reached out to the lawyers they work with. The lawyers said they would call me back and no one has. I need help reaching details mine at sentry management because it seems as though they dont want to have any contact with the board.

  Business Response

  Date: 03/27/2024

  We understand the frustration. In reviewing this matter we found that the cadence of communication has not been ideal.

  Unfortunately, the financial reporting for this account has been difficult due to delayed information, which in turn, is causing a delay finalizing. Our teams are working diligently to complete the turnover files and quickly as possible. We understand that there has been communication since this complaint was lodged, and initial documents have been provided. 

  Business Response

  Date: 03/27/2024

  My sincere apologies, I erroneously answered this complaint. The information provided pertained to another client.

  For Mr. ********* complaint, we understand that communication has not been ideal. The Division Vice President did communicate directly with ********************, the budget has been finalized and distributed, landscape improvement bids have been forwarded to the board ad a new Community manager has been assigned. We appreciate the opportunity to resolve any challenges and are looking forward to providing exceptional service moving forward.

• Initial Complaint

  Date:03/07/2024

  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 president of the Runaway Lake Subdivision **** We contracted with Sentry in April of 2022 to provide management services for the **** Our monthly fee was approximately $1100 per month. The membership of the *** chose to terminate this affiliation in November of 2023. After numerous voice mails to the president and others in the ********************* we finally received a letter acknowledging that our contract would not be renewed and all accounting records to be closed by 2/23/2024. we are yet to receive any records. The *** knows that we owe Sentry funds for service and termination of services and are willing to pay any financial liabilities we have with Sentry. As stated before, we have tried to contact the person at Sentry that was handling the closing of financials with no success making contact. We wish to be informed of the status of all financials so the *** can pay it's liabilities to Sentry. How to pay Sentry is also desired.

  Customer Answer

  Date: 03/08/2024

  iI am unsure if my phone number is correct in the complaint. ************ is my correct phone number

  Business Response

  Date: 03/27/2024

  We understand the frustration. In reviewing this matter we found that the cadence of communication has not been ideal.
  Unfortunately,the financial reporting for this account has been difficult due to delayed information, which in turn, is causing a delay finalizing. Our teams are working diligently to complete the turnover files and quickly as possible. We understand that there has been communication since this complaint was lodged,and initial documents have been provided. 

  Customer Answer

  Date: 04/10/2024

  As of today, 4/10/2024, we have not had any contact with Sentry Mgt. in response to our issues. I have left several voice mail messages for ************************* in the ******************** and received no response.

  Customer Answer

  Date: 04/10/2024

  As of today, 4/10/2024, we have not had any contact with Sentry Mgt. in response to our issues. I have left several voice mail messages for ************************* in the ******************** and received no response.

  
  

  Business Response

  Date: 04/23/2024

  We understand this matter has been resolved. We apologize for the delay and wish Runaway Lakes all the best.

• Initial Complaint

  Date:02/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had questions about my bill and they would only communicate via typewritten message. When I asked the questions via typewritten format they never got back to me.

  Business Response

  Date: 03/08/2024

  We understand and apologize for the frustration this unusual situation has caused. We understand that this homeowner has been in contact with Sentry team members, who are exhausting all efforts to resolve long term. We are confident that working with the third party payment processor, we will resolve this very soon.

• Initial Complaint

  Date:02/22/2024

  Type:Order 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.

  Our community Quail Ridge was acquired by Sentry in a sale of contract in July 2023. Since we have been with Sentry there are many charges that have no explanation such as supply charges for over $300 monthly. We are still being charged postage as well so it makes no sense for this charge. We have also asked to end our contract early on 1/31/24 and pay the remaining 2 monthly fees. While Sentry has agreeed they still have the portal open and the community is making payments and Sentry is not wanting to refund the money after the ending of contract. Since the reconciliation is not done until the 25th of the following month it is hard to keep our records straight. Sentry has had many 2 property managers during our brief time and very vague delayed response. Our bills are being paid late and the vendors are contacting the community. Our water has been disconnected. We want all of our funds and to stop receiving money on our behalf. We asked not to send out assessments and fees for quarter 1 2024. They sent our assessments and now the financials are incorrect because we increased fees. Also, the community is paying the wrong amount that we are manually having to adjust the accounts in our new software. They are not reliable and seek large unidentified payments. Also, they did not follow the contract as we had written. So there are many violations and we simply want our money.

  Business Response

  Date: 04/09/2024

  We apologize for the delay in responding. We took this matter seriously and conducted an audit of the account. Because of scheduling conflicts, the subject matter experts were not always readily available. We have uncovered discrepancies and overcharges. It appears that ******* late notices were distributed twice. We are working internally to review the records found and determine the amount of refund due. We will reach out to ******************** to provide that information once finalized.
  
  
  
  

  Business Response

  Date: 04/10/2024

  We apologize for the delay in responding. We took this matter seriously and conducted an audit of the account. Because of scheduling conflicts, the subject matter experts were not always readily available. We have uncovered discrepancies and overcharges. It appears that ******* late notices were distributed twice. We are working internally to review the records found and determine the amount of refund due. We will reach out to ******************** to provide that information once finalized.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21333724
  
  I am rejecting this response because: I do agree they were not supposed to send out the past due notices. However, we asked multiple times what makes up the charges for office supplies which were a large amount of monthly charges. We were supposed to be invoiced for any charge that was over the monthly fee per our contract and we never received any invoices. Having the large charges for office supplies is very vague. We had charges every month and don't know exactly what they were for. I do believe Sentry owes us additional funds for overcharging us and multiple late fees we have had to pay. Thank you for looking into this and taking our community seriously.

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

  Business Response

  Date: 05/02/2024

  Someone from the local Sentry Team will be reaching out to communicate with you directly about the monies due. We apologize for the delay and hope this will be resolved shortly.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21333724
  
  I am rejecting this response because: It is a vague response. There is no date or total that will be refunded. From my experience, Sentry is not reliable. I will not be closing the case until resolved.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/30/2024

  We acknowledge the delay as we completed a comprehensive audit, and apologize for the frustration this caused.
  The local Sentry team has concluded the review and provided final details via email today. We hope this satisfies the Board and resolves this complaint.

  Customer Answer

  Date: 06/11/2024

  Sentry has made good faith effort to resolve the issue by refunding some funds from their errors. Thank you.

• Initial Complaint

  Date:02/20/2024

  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.

  I paid Sentry Management $150 for an application fee on a condo I was in contract with to close on 2/19/24 (******************** in **********, **). My mortgage lender informed me that they would not process the loan due information filled out on the condo questionnaire by Sentry Management regarding the said property. The entire deal ended up falling through and they were made aware. Later we found out that the information filled out on the questionnaire by Sentry was INCORRECT which cost both myself and the seller this real estate deal. They claimed there was a lawsuit on the property (there wasn't) and they also claimed there were no structural engineer reports (there was). I asked for my $150 application fee back since the deal fell through due to their negligence and it was no longer needed to process. They refused stating it is non-refundable. There is nothing on the application fee I filled out stating it is non-refundable. They also cashed my check 3 weeks after the deal fell through and they were made aware. I am out way more than this $150 due to their negligence (I also paid for an appraisal and inspection on the property). They refuse to refund my application fee after repeated attempts, and the reason I am asking for a refund is, again, due to their negligence on the condo questionnaire which was necessary to fill out by my lender because they also let the ****** *** approval expire on the condo as well.

  Business Response

  Date: 03/04/2024

  We understand the frustration with the process. In reviewing the matter we found the following:

  - The order was originally sent with litigation disclosed on 1/26/24.

  - The inclusion of incorrect information was discovered and the modified order (absent the litigation information) was resent on 2/5/24.

  - The corrected questionnaire was sent 14 days prior to the closing.

  - With regards to the inspections/engineer reports - the questionnaire was completed based on the information available to the Sentry team at that time. 

  The application fee is paid to the Association and we are unable to provide a refund without approval from the ***** of ********** who have stated the fee is non-refundable.

  We apologize for the unfortunate less than positive experience.