Business Profile

Property Management

Sentry Management, Inc.

Complaints

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

Customer Complaints Summary

199 total complaints in the last 3 years.
85 complaints closed in the last 12 months.

If you've experienced an issue

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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:02/20/2024
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.
They never send a statement when the bill is due. They only send reminders after the customers have accrued interest and late fees. Dishonest practice. They admit to their deceptive practice via e-mail.
Business Response
Date: 02/21/2024
The attachment provided has the correct information.
The paperwork this homeowner received was a reminder notice. No bills are sent out as the assessment is due the same day of every month. Your association provides a 30-day grace ****** before any fees are assessed.
Our role as the association management company is to assist the board of directors as they work hard to make the best decisions for the community. We assist with the day-to-day operations, Sentry is not an HOA, and has no authority in any association matters.
As stated in the attached email, the agent waived the late fees on behalf of the homeowner's ***** of ********** as a one time courtesy.
We hope that this clarifies and resolves the matter.
Customer Answer
Date: 02/21/2024

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,

*******************************
Initial Complaint
Date:02/16/2024
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.
In 2020 The landscaper ******* damaged my driveway,and area around my front.door by using the weed.eater. I could not get this issue resolved for.three years even though my.atrorney presented camera videos to the board. The board finally had a company.jewel come to.do.preasure washing.to.remove.the marks.from my.driveway that.was.caused by the.antiqated machinery used by this company. On.03-01-2023 the board sent a letter that they would.pay.$250.00,to cover only the.cost of supplies not.to cover the damage which would.cost more. So.after the.board sent.my reply that I.would settle for $500.00. The board sent this.to.their attorney,and now.after I.was released from.my attorney so the board ,and I can talk still I have not.gotten a response from the board after agreeing to accept this small amount for.my property damage which should be $2,500. I've sent emails.with no.response.
Business Response
Date: 02/28/2024
In reviewing this matter we found that the homeowner has not provided a paid receipt for the completed work. The Board will refund up to $250.00 for the work completed after receiving the paid receipt.
Initial Complaint
Date:02/16/2024
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.
Purchased a home in ******* and I live in **. I ordered and paid for a pool key ($50) and pay a quarterly HOA fee of $120 for the use of the pool. On 10/30/2023 I wrote and mailed the check #** for the pool key. The check was cashed but I did not receive my key. After 3 calls to Sentry Management beginning on 2/12/2024, one yesterday 2/15/2024 and again today 2/16/2024 I have not received a call back. I just want the key that I purchased and what my $120 quarterly to use the pool is for.
Business Response
Date: 02/21/2024
In reviewing this matter, we found that this transaction took place prior to Sentry Management being chosen as the association management company for this community.
Our local office has been working with this homeowner to resolve the matter, and I am hopeful that this homeowner will be enjoying the community pool very soon.
Customer Answer
Date: 02/21/2024
After speaking to and emailing ************** ***, I was told that Sentry Management was taking care of this now and they (************** ***) couldn't help me. I spoke to Sentry Management on the dates provided in the original complaint and still no response as of today 2/21/2024. Someone needs to resolve this matter as the key was purchased and that is what we pay the *** fees for. (the use of the pool).

Best regards,
*************************
Customer Answer
Date: 02/22/2024

Complaint: 21303723

I am rejecting this response because:
After speaking to and emailing ************** ***, I was told that Sentry Management was taking care of this now and they (************** ***) couldn't help me. I spoke to Sentry Management on the dates provided in the original complaint and still no response as of today 2/21/2024. Someone needs to resolve this matter as the key was purchased and that is what we pay the *** fees for. (the use of the pool).

Best regards,
*************************

Sincerely,

*************************
Business Response
Date: 02/28/2024
We understand your frustration and agree that 4 days is too long to respond. Please keep in mind that we needed to research the matter and that all transitions can be difficult when it comes to communication and payments. We are committed to providing great service and understand that you have spoken to someone at the local office and we may have gotten this resolved by this point. We are confident that you will receive exceptional service moving forward.
Customer Answer
Date: 02/29/2024
On Thursday 2/22/2024 I received a call from ************************* from Sentry Management asking me to provide the front//back copy of my canceled check for the pool key which I emailed her and called her immediately after emailing it to be sure that she received it. ***** stated that she did and told me to give her a couple of days to do her research. Today is now 2/29/2024 we have not received any response regarding this matter.

Best regards,
*************************
Customer Answer
Date: 02/29/2024

Complaint: 21303723

I am rejecting this response because:
On Thursday 2/22/2024 I received a call from ************************* from Sentry Management asking me to provide the front//back copy of my canceled check for the pool key which I emailed her and called her immediately after emailing it to be sure that she received it. ***** stated that she did and told me to give her a couple of days to do her research. Today is now 2/29/2024 we have not received any response regarding this matter.

Best regards,
*************************
Business Response
Date: 03/08/2024
Again, we acknowledge the frustration and apologize for the delay. Transitions between management companies can be challenging.
A key has been mailed as per the homeowner's direction and we hope this matter is resolved.
Customer Answer
Date: 03/11/2024
Thank you for your time in this matter. I finally did receive the key. If I have any more questions or concerns, I will speak to ************************* from Sentry Management.

Best regards,
*************************
Customer Answer
Date: 03/11/2024

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,

*************************
Initial Complaint
Date:02/13/2024
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.
The attic of the building where my apartment is located has bats. I reported this issues that are related to the common building and contacted HOA Sentry Management ********************************* since September 7, 2023 to clean the attic from bats as they infested balconies below the roof and walking stairs that are used by all tenants with no help via an email and via phone called. I contacted ****************************, who also spoke with *********************************, who did nothing. In her comments to other tenants, to ************************* and during HOA meeting, she told that she would not sent anyone to check the attic as my presence is required for the Property Management to check attic, which is strange but I made myself available in September 2023 and November 2023 and in February 2024 but **************** never sent anyone. I contacted her again on 2/12/2024, left messages with the Sentry Management representative and sent her an email with no reply back, called today again and got only a voice mail, left message again with no reply back. Covering unwillingness to clean the attic by requesting tenants visiting attic with them and when the tenant is available, simply ignore it is unacceptable. The presence of bats above our balconies is unacceptable. Please find the history of my requests in the attachment:Health Hazard: histoplasmosis and rabies. It increases risk of serious and irreversible health issues. Bats' nests are in the attic above balconies. Many work orders were created, many phone calls were made, many emails were written to **************** with no result. As I was told by other tenants, during HOA meetings, **************** misrepresents the situation to public to avoid dealing with the issue, comes up with different excuses and manipulates the whole situation. See an attachment for details.
Business Response
Date: 02/21/2024
In reviewing this matter we found that the crux of the problem was homeowner availability. (we thank this homeowner for their service!)
We are pleased to know that this matter has been resolved.
Customer Answer
Date: 02/21/2024

Complaint: 21286493

I am rejecting this response because the issue is not resolved.

Sincerely,

Inna Voinich
Business Response
Date: 02/22/2024
Our sincere apologies, we understood that the local Sentry team was able to schedule a time for the pest control folks to meet the homeowner. It appears as though the scheduling challenge has been resolved. It is our hope that the pest control folks are able to address the issue quickly.
Customer Answer
Date: 02/22/2024

Complaint: 21286493

I am rejecting this response because the resolution of this health hazard should not be only scheduling pest control but for pest control to seal all holes in our building that allow bats enter attic for sleep and hibernation. We have many holes under the roof of the building (24 apartments) over stairs and balconies and possibly in other areas that are used by bats to enter the building. Tenant are hoping that they would not risk their health because of bats in upcoming season.
Sincerely,

Inna Voinich
Initial Complaint
Date:02/10/2024
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 have paid Sentry Management HOA fees on an auto payment basis coming out of my account the 5th of every month with exception of when I took ownership of the condo, which I sent the amount missed as evident by the attached document of bank records. I also attempted to contact Sentry multiple times via phone and email with no assistance or explanation given. I know have received a notice to lien by their attorney's for un-paid dues. I have attempted to contact them again but have not received clarification or a call/email back.
Business Response
Date: 02/12/2024
In reviewing this matter we find that the homeowner currently has a zero balance due, and was informed of this on 2/11/2024. There have been several interactions with Sentry team members over the last month regarding this matter, and it has been resolved.

We apologize for the delay in resolution. These types of matters must be approved by the ***** of ********** as Sentry Management has no authority to make adjustments to homeowner ledgers. We are pleased to find that this issue is concluded. We look forward to continuing to provide this homeowner and *********** Village exceptional customer experiences.
Initial Complaint
Date:01/22/2024
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.
I am a resident of Heritage Pointe, a condominium in ***************. Our complex was damaged in Hurricane **** My association told us to order new appliances - frig, dishwasher, stove - to replace the hurricane damaged ones and submit a receipt by 12-1-23 to get reimbursed up to about $4400. I bought these three appliances in November and submitted my receipt for $3062 to the association on 11-3-23, and they submitted it to Sentry Management ***** our property manager, who is responsible for issuing the checks. Then, I spent about two months waiting for my check. On January 9 I asked the receptionist for Heritage Pointe where the check was and she in turn asked ***************************, the associations contact person at Sentry in the *************** office. That same day ******* said it had been issued, check number ******, in the amount of $3062.25. We told her that I never received it. The receptionist asked her to put a stop payment on it and reissue it, and ******* said she requested this be done. So I waited another week and no check. On January 17 I followed up with ******* to see if she sent another check. In response she said she could put a stop payment on the original check and reissue it if I wanted. I thought based on what she said previously on January 9 she had done this already, but I said again yes, please do that and also leave it at your office so I can come and pick it up. I have not heard from her since. As a result of all of this I do not believe Sentry is taking any action to fulfill its obligation to compensate me for the appliances.
Customer Answer
Date: 02/09/2024
The problem has been resolved beautifully and I have my money! You guys are the best!
Initial Complaint
Date:01/21/2024
Type:Delivery 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 January 4, ****, I notified Sentry Management **** that I have not received my ******* ***************** ********************* Assessment Coupon Payment Booklet. I was suppose to receive it by October of 2023. I was promised delivery of my coupon payment booklet within **** business days of my email January 4, ****. It is now January 21, **** and the **** business days have expired and I still have not received my ******* ***************** ********************* Assessment Coupon Payment Booklet.
Customer Answer
Date: 01/27/2024
The Sentry Management payment coupon book arrived extremely late and past due on Saturday January 27, ****. It contains 4 quarterly payments of $656.00. However, I discovered through monitoring my Sentry Management account, that the ********************** community manager and sentry management raised the 4 quarterly payments to $685.00 without notifying the residents of **********************. No email communication and no letter of communication was sent to the residents of ********************** that the rates have been increased. The Sentry Management payment coupon book payments do no contain the correct coupon payments due to Sentry Management.
Business Response
Date: 01/31/2024
We apologize for the delay in the coupons. Due to unforeseen circumstances, there was a delay in getting the budget approved. The budget has now been approved, and the coupons have been mailed out. You should receive them soon. Interest fees will be waived for January, ****.
Initial Complaint
Date:01/21/2024
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.
See letter attached. $50 charge. Not too worried about the charge just want the Management company to be held accountable and do a better job.
Business Response
Date: 02/21/2024
In reviewing this matter we found that the homeowner was advised to repaint his home beginning in October, 2022. The homeowner acknowledged that he got the violation letters (that also indicated that he must submit an *** request for painting). The homeowner emailed us several times over the next several months asking for more time to comply due to different reasons. Several months passed before levying any fine.
The homeowner submitted the *** Paint request on 7/23/23 and received approval on 8/1/23.
Customer Answer
Date: 02/21/2024

Complaint: 21177052

I am rejecting this response because:
Read the atttached doc, we requested an extension (and followed up 3 times ** there was no response). Finally response was "I will see if we can extend the deadline. I will update you when I have more information.
No reply ever, until 6 months later, after a fine was applied "Not approved extension"
Sincerely,

****************************************
Business Response
Date: 03/18/2024
Again, we understand the frustration. The violation policy is part of the association's governing documents, and was adhered to. We are not authorized to provide a refund of association funds.
Customer Answer
Date: 03/18/2024

Complaint: 21177052

I am rejecting this response because:
Continued lack of service.

Sincerely,

****************************************
Business Response
Date: 03/27/2024
As explained before, we work at the direction of the ***** and have no authority over association matters. We apologize again ad understand the frustration. We simply cannot do anything other than work at the direction of the ***** of **********
Customer Answer
Date: 03/28/2024

Complaint: 21177052

I am rejecting this response because:
Issues stem from the lack of process, of adhering to any set times for response on home issues, emails, calls, etc. This is not an issue about the money at this point ($50 is not worth even inputting a complaint in the first place). The larger issue of an acceptable response time is still an issue that is constantly brought up with no solve placed by anyone in charge.

Sincerely,

****************************************
Initial Complaint
Date:01/19/2024
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.
Sentry Management controls the *** for my condo association. We pay $290 monthly for repairs, maintenance, some utilities, etc. Reporting to our local *** rep is miserable, he is rude, aggressive, and hangs up on you. It was only after threatening to call the county for obvious code violations that any lighting was fixed. Now, some stairs and railings are decaying, there are cracks in the foundation and walls, and places where the railing isn't even attached to anything. I've been trying for days to get someone to look at it, but keep getting pushed to the side. The stairs are dangerous to walk on, they wobble and bounce and crack under you. Now I have to contact my own insurance as there is damage to the inside of my home. I'm curious if they're actually spending the money we pay on the condos. It doesn't seem like they do.
Customer Answer
Date: 01/20/2024
I do not want the jpeg sent to be shared with the company or the public, as it has my name and address.
Business Response
Date: 01/31/2024
The ***** is aware of the issue a contractor was contacted to provide a bid for the ***** to review.

It may help the homeowner to outline the role of Sentry Management in their community. We are honored to be the association management company for this homeowner's association, and work at the direction of the *** *****. The ***** of ********* are hard working neighbors volunteering their time to make the best decisions for the community. Sentry Management is neither the *** nor are we a property management company. We do not provide onsite maintenance.
When there is a maintenance issue, it is reported to the ***** and they decide how best to proceed.
We hope this provides clarity, and we are confident that the matter mentioned will be resolved soon.
Customer Answer
Date: 01/31/2024

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. I understand their role, but am frustrated with the lack of clear communication and various 'volunteers' outright ignoring issues in the community they work for.

Sincerely,

*************************
Initial Complaint
Date:01/12/2024
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 asking for the record of my online payments that I made in 2020 and 2021. I keep getting the run around from their customer service personnel Remy. I made payments online and the company is claiming that I don't exist in their system at all, or have any record of my account, yet I have records of one of the online transactions. I want the records of both the payments I made online.
Business Response
Date: 01/31/2024
We are unable to locate you in our system by name or address listed. We also have no "Remy" on our team. A Sentry team member has reached out to you via email to gather more information.

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Sentry Management, Inc. is BBB Accredited.