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.

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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:12/31/2023
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.
Sentry Management's poor management has reached record heights.We've had trash stack up to inhumane heights. There's still maintenance to be performed on the property. No one's answering the phone, nor the email, nor their office door.Now they intend to double the price of monthly payments. They've insisted they sent out documentation regarding this but we've gotten nothing as of yet. And when we requested the information online, not a word.Not to mention that they only post very small notices about community meetings and send no emails whatsoever. They're ignoring us on purpose.I'm looking into legal options, but this is just a mess. And they aren't resolving anything.
Business Response
Date: 01/21/2024
In reviewing the matter brought to our attention here, we found that the homeowner has received all of the information requested. Both the homeowner and his sister (co-owner) have been communicated with. We have resolved this matter as of the communication dated 1/3/2024..
Customer Answer
Date: 01/21/2024

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:12/20/2023
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.
Sentry Management charged me an "administrative fee" of $48.50 for posting meeting minutes to our Community Pro Portal. The portal and the administrative and record keeping duties required to keep it up to date are already paid for through our contract with Sentry Management. It is absolutely unprofessional to charge an additional $48.50 on top of what they're already paid. I contacted *******************, the Division President, on 5 Dec but she was unwilling to reverse this charge
Business Response
Date: 12/21/2023
The homeowner agreed in writing to pay the fee for an expedited records request. We provided the 5 years of documents he requested in the timeline promised.
Customer Answer
Date: 12/28/2023

Complaint: 21037959

I am rejecting this response because:
I did NOT agree to an administrative fee for an expedited request. First, the 21 days they took to fulfill my request can by no means be considered expedited. Our bylaws require compliance within 48 hours. Second, I agreed to pay "the reasonable cost of reproduction", again according to our bylaws. The reason I had to request copies of these minutes was because they were not posted on the portal as required. Three weeks after my request the minutes were on the portal and I downloaded them myself. This information is for all members and is already paid for by all members. I shouldn't have to pay again. I told Sentry Management if they insisted on charging me they should at least send me the paper copies, but they chose not to. I'm attempting to attach emails that show what I agreed to pay for and what I got.

Sincerely,

*********************
Customer Answer
Date: 12/28/2023
Regarding complaint id ********, I tried to load a PDF file of email correspondence to support my claim, but cannot get it to work. Can you help?
Customer Answer
Date: 12/28/2023
I was unable to include this with my response. Please send this to Sentry Management if possible.
Customer Answer
Date: 01/08/2024
The attached emails show I did NOT agree to an administrative fee for an expedited request. I agreed to pay "the reasonable cost of reproduction", as required by our bylaws. I never got copies of the minutes, nor did I get expedited service. After three weeks I got to download the minutes from the portal myself and make copies on my own. The portal service was paid for as part of our service contract with Sentry Management and available to all members. If the minutes had been posted there as required I would not have had to request copies.
Business Response
Date: 01/31/2024

Additional records request is not a part of the management agreement and per the homeowner's email, they agreed to pay the contracted price for such additional records.
Customer Answer
Date: 01/31/2024

Complaint: 21037959

I am rejecting this response because:
This was NOT an ADDITIONAL records request. Our governing documents and ***** statutes require that meeting minutes be kept and made available to HOA members.
According to the Sentry Management website,
"CommunityPro, is designed by Sentry for Sentry community management. It supports functions for record keeping, reporting, communications, and lots more."
We pay for the record keeping and reporting aspects of this portal as part of our contract with Sentry Management. My request was not for additional records, but for the records they were supposed to provide on the portal. Some of the minutes were already posted on the portal, so I requested paper COPIES of the minutes that were not yet posted. I agreed to pay a reasonable fee to cover the cost of making these copies. I never received those copies, but eventually the minutes were posted on the portal and I was charged an administrative fee. I should not have to pay for copies I never received or to pay for the minutes being posted to the portal, as that is part of the services we pay for as an association.
I urge Sentry Management to read the previously provided email chain between their community manager and myself to verify this information.
Sincerely,
*********************
Business Response
Date: 01/31/2024
We understand this homeowner is frustrated, but the request was prioritized and the administrative time was taken to provide the information quickly for this homeowner. The email chain provided by the homeowner outlines what transpired and the fee for the administrative work to be performed was clearly stated and due.
We are hopeful that we can move on from this matter.
Initial Complaint
Date:12/17/2023
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 reached out to Sentry Management for almost two months about a car being illegally parked in front of my home and they have yet to send out the community manager or give me a call back. *** only is it in front of my home, its the entire community at this point, and there is designated parking for everyone. Every time I have asked to speak with a manager, I have been directed to a **** who is a customer service rep. *** a manager. ***************** has been giving me the run around for weeks and has yet to call me back about the matter. I plan on hiring an attorney because there should to be towing signs posted at the entry of each community and you all are event complying with your own rules. The declaration of covenants states that those who live in the community are to park in garages, driveways, or other designated areas. I would like the matter handled promptly due to this being an eye sore in front of my home.
Business Response
Date: 12/21/2023
We appreciate feedback and the opportunity to resolve challenges.
We apologize for the lapse in communication.
In reviewing with your local team, they are aware and have been working on this matter. Someone from Sentry will be reaching out to the homeowner today.
Initial Complaint
Date:12/06/2023
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.
Zero issues Ive had since moving into ****** view condominiums, has ever been resolved by century management. This stems from as ***** as the fire alarm going off, nonstop to the employee from a janitorial service that has been reported to assaulting verbally a resident hasnt ever been a properly addressed even when there are said cameras to be on the property. Someone needs to phone me immediately.
Business Response
Date: 12/20/2023
We appreciate the feedback and are always looking for ways to improve our service.
In this instance, the challenges described are not matters Sentry Management can resolve. Oftentimes homeowners misunderstand our role within their community. We were honored to have been hired by the association ***** of ********* to assist them with the day to day administrative activities associated with managing their community. The ***** is made up of hard working volunteers and they are tasks with making the best decisions for all homeowners. Sentry Management is not a property management company.
We understand that this homeowner has had conversations with both the Division Vice President and the Division President on these matters and is still not satisfied. We do not have the authority to do anything but report these types of requests to the ***** for action.
Initial Complaint
Date:12/05/2023
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 Management has paid bills from the funds of ********* @ King **** for another community. ***************** @ ************. At the direction of ********* @ ********* President ************************* told Sentry Management not to discuss any business with the ******************************************** and the Secretary ************************* in an attempt to hide the misappropriation of funds. Sentry Management will not return phone calls or emails to discuss the misappropriation issues.
Business Response
Date: 02/01/2024
Several Sentry Team members, including our Division President, have met with the Lake Iris at ************ BOD over the past few weeks.
Occasionally we are faced with serving association boards whose board members are not in alignment. Generally, our point of contact is the Board President, and we take our direction from them.
In this case, we did adjust our cadence of communication to now meet with the entire board to avoid any miscommunication. The matters in this complaint have been discussed and explained, We have taken accountability for errors made and explained the items that needed clarification.
We are aware also, of a recent erroneous past due reminder mailing, and will meet with the Board to apologize for that.
Sentry Management is committed to nurturing communities we are all proud to call home. We are hopeful that we can move forward with the goal of working together to support this community.
Initial Complaint
Date:11/30/2023
Type:Customer Service 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 made numerous attempts to be contacted by this business since October 23, 2023. Since April 2023 when Sentry Management changed how Towne Village Homeowners could view the portal to view financials and documents of the community, I have not been able to see any information since April 2023. I was working with *********************** who was the community manager for our subdivision, however after she left the company in August 2023, there has been no further communication from this property management company. They are still showing *********************** as the community manager. I have spoken with ***** on several occasions on October 23, and ******************************************************** Spoke with **** at the Headquarters located in ******** ******* on November 13, 2023, and was told a supervisor would contact me by the name of ***** still no call. Received an email from ***************** on November 17 2023 who advised me the Community Manager was *********************** left a message for her on November 20, 2023 still no call returned. Sent an email to ***************** on November 29, 2023, but still no response. Spoke with **** on November 28, still showing *********************** as Community Manager was advised that this person is no longer working there. Called on November 30 2023 was put on hold by ****** and she hung the phone up. This is unacceptable that as a homeowner who pays their assessments on time for 5 years since I have owned my home, I am questioning the integrity of this company and would like someone to contact me to let me know who is the Community Manager and why and when do we expect to see the financials of this community, as well as requesting to view the financials in the office which as a homeowner I am *********** do so.
Business Response
Date: 12/20/2023
We apologize and understand the frustration with the lack of communication. Manager turnover is an ongoing issue in the industry and transitioning to a new manager is sometimes challenging. We are working with your local team to resolve this and will have someone reach out to you to assist.
Unfortunately we have also been experiencing some technical issues where our phone system is dropping calls periodically, through no fault of our agents. We are aware and working on a solution.
Please rest assured that everyone in Sentry Management offices across ***************** share a common goal of nurturing communities we are all proud to call home. It is our privilege to serve our communities and we will address this quickly.
Customer Answer
Date: 12/28/2023

Complaint: 20939390

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 01/10/2024
Sentry Management did not address the concern and issue I addressed in my complaint regarding why since they updated the portal in April 2023 that homeowners have Never been able to view the financials or bylaws on their website. Numerous letters sent to Sentry requesting when will Towne Village homeowners be able to view these important documents that homeowners should be able to view, Sentry never has corrected the issue. I would like this concern addressed.
Business Response
Date: 01/31/2024
Effective 12/31/2023 we no longer manage Towne Village. The new management company information is below. All financial information has been turned over to the new management company and so the homeowner would need to make a formal records request through them.

Due to a change in software, the financial information was no longer published to the homeowner portal in the same manner.

*****************************
L.S. Management &Associates, Inc.
Tel: ************
Fax: ************
**************************************************************; 30281
Initial Complaint
Date:11/26/2023
Type:Customer Service 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 made online payments to Sentry Management through their Click Pay Portal on September 1 (Sept 1 *************** Payment), September 30 (Oct 1 *************** Payment) and November 1 (Nov 1 *************** Payment). I have been receiving late fees and interest charges for several months. Our *************** are due by the 1st of every month. I have been trying to get my account updated to reflect my payments being made on time and the only option resolution they are giving me is for me to setup Auto Pay and that is not an option for me. This new management company evidentially has an outdated payment system, because if I am submitting my payment with a debit card the payment should process immediately. I have been submitting my payments online since July in the amount of $294.95 ($285 *************** and $9.95 Processing Fee). Totaling $1,474.75 as of November 1st. Thank you in advance for your assistance. *******************************
Business Response
Date: 12/15/2023
This owner is paying with a debit/credit card and the payments are taking 3 business days to post which caused the fees to apply in September since the 1st was on a Friday. The October & November fees were charged due to the September fees.

We did adjust all the fees, but the owner would want to pay a few days prior to the first to allow the 3 business days for the payment to post to their ledger if they continue to pay with a debit/credit card. If they switch to an E-check payment method it would post the next business day.
Some information about our payment provider:
ClickPay has a system whereby homeowners make a payment using a credit card/debit card. But, you should know that ClickPay may not receive the actual funds from ************ for several business days. As you can appreciate, they are unable to send money to Sentry for the transaction until they receive it. This behind the scenes money movement is not in any way controlled by Sentry. We have worked with different payment processors over the years and they follow the same process and have the same timelines. We are working on a solution that recognizes payment on the date that the homeowner inputs the transaction in ClickPays portal. It may seem like a simple solution as that date is tracked. It is actually far more complicated than it would seem on several levels, but it is our goal to get there in **** because of this exact situation.

While I can appreciate the homeowner expects that payment is immediate, there is notice on Clickpay's website that it could take several days. Remember that there is another day for ClickPay to send Sentry the funds and for Sentry to digest the transactions.
We do understand the homeowner's frustration in this matter.
Initial Complaint
Date:11/17/2023
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.
Violation sent to my home that was incorrect. Appears numbers in address mix up-my address is **** neighbor **** that the violation should have been sent to. Which as of 11/16/23 appears he fixed the issue I have emailed, called and spoke directly to a representative with no resolution. Rep ****** she cannot assist with issue as she only forwards responses from the community manger to residents. Still, no returned calls or email response with assistance yet, I am still being harassed with notices. Filing complaint since it is IMPOSSIBLE to resolve this issue directly with Sentry. I want my address cleared of this violation and letter sent to me with such explanation. As a home owner I abide by HOA rules but most importantly I take pride in my home being well kept.
Business Response
Date: 11/30/2023
We understand that communication has been had with the ********************* Manager, and that the violation was intended for this homeowner. An extension of the deadline was offered.

We encourage the homeowner to continue working with the ********************* Manager, as she is working at the direction of the Board on this matter.
Initial Complaint
Date:11/15/2023
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.
02/01/2023, Sentry signed in agreement with HOA, but fails communicate responses to email, phone calls, and certified letters. Community voted out Treasurer and President and installed new board per the covenant, but Sentry fails to recognize
Business Response
Date: 12/15/2023
Your Sentry team is continuing to work at the direction of the Board. Our Board point of contact is the President.
The validity of the meeting to vote out board members has not been confirmed by the attorneys.
It is an unfortunate situation that we are working through to meet our commitments. We are hopeful that this will be resolved in a manner that best serves the community soon.
Customer Answer
Date: 12/28/2023

Complaint: 20875896

I am rejecting this response because: The attorney did give; direction and it was followed. ******** from Sentry sent an email stating that Sentry provides accounting services only to the community. Attached is the correspondence
Sincerely,

*******************************
Business Response
Date: 01/31/2024
We continue to take direction from the Board and Association counsel. We have no authority to do otherwise. We understand the contentious nature of the matter and are hopeful that the Board can become unified for the good of the community.
Customer Answer
Date: 02/03/2024

Complaint: 20875896

I am rejecting this response because: There was an election, a new board was elected under the direction of the attorney. ******** from Sentry was furnished a copy of the minutes and elections results. The former appointed not elected president **** ended 12/23/2023 as set by our covenant. Sentry serves the ***************** not the other way around. Sentry must recognize and communicate with the new board in order to continue doing business

Sincerely,

*******************************
Customer Answer
Date: 02/05/2024
Following Sentry's response, our covenant does not mandate the involvement of an attorney. As per the covenant, Sentry possesses a copy. According to the covenant's guidelines, procedures were executed under the direction of an attorney, resulting in the establishment of a new governing board duly recognized by the secretary of state. Should Sentry require another attorney review of the covenant, they are responsible for the associated expenses. Additionally, in accordance with Article III, Section 18 of our binding covenant, our contract with Sentry is valid for only one year. Therefore, as president, the appropriate course of action is to terminate all business dealings with Sentry. Attached is copy of our covenant for your review Since we no longer have a binding agreement with Sentry and we desire to terminate our relationship with Sentry, we are furthermore requesting that Sentry returns the full balance of the funds in our account. The current board will provide the account number to which funds will be sent.
Business Response
Date: 02/16/2024
An attorney has been consulted regarding this matter. Because of the continued dispute regarding the validity of the meeting and vote, all parties have been at a standstill.
Additionally, the management agreement has not been interpreted correctly in the complaint. The termination clause outlines the course of action needed.
Again, we are disheartened by the chain of events are are working hard to uphold our agreement with the association.

Customer Answer
Date: 02/17/2024

Complaint: 20875896

I am rejecting this response because: The most recent discussion with the attorney occurred in October, during which he provided instructions, accepted the petition, and the community adhered precisely to those instructions. ***** has requested the meeting minutes, a copy of the ballots, and the results. Our covenant stipulates that contracts are valid for only one year, and Sentry has yet to furnish a notarized, signed agreement. According to our covenant, no assessments can be levied without an approved budget. Despite my attempts to reach out via phone, email, and in-person visits to their office, Sentry has not engaged in any discussion. It is evident that it is time for our community to seek a new management direction without Sentry. Attached are...

Sincerely,

*******************************
Customer Answer
Date: 02/17/2024
The most recent discussion with the attorney occurred in October, during which he provided instructions, accepted the petition, and the community adhered precisely to those instructions. ***** has requested the meeting minutes, a copy of the ballots, and the results. Our covenant stipulates that contracts are valid for only one year, and Sentry has yet to furnish a notarized, signed agreement. According to our covenant, no assessments can be levied without an approved budget. Despite my attempts to reach out via phone, email, and in-person visits to their office, Sentry has not engaged in any discussion. It is evident that it is time for our community to seek a new management direction without Sentry. Attached are emails Asking for ballots, minutes , statement clarification, they not attorneys, the directions from the attorney. Sentry must cease from collecting assignments and our contract has ended.
Initial Complaint
Date:11/03/2023
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 management company representative does not return emails or resolve issues from United Landscaping who has damaged our grass months ago. I was called last week saying they were coming out to evaluate damage. I sent repeated emails to confirm time with no response. This has been going on for months. The damage needs to be addressed however it keeps happening and Sentry is supposed work with United and the homeowner to get it rectified and solution to prevent in the ********** is new sod that was damaged by Uniteds mowers.
Business Response
Date: 11/30/2023
We understand that the ***** of ********* has addressed this with the homeowners directly.

We find that homeowners oftentimes do not have a clear understanding of our role in their community, which is the case in this instance. We work at the direction of the ***** to assist them with the day to day administrative tasks associated with the smooth management of their community. We do not have decision making authority, and work at the direction of the *****.
We hope this clarifies.

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