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. has 46 locations, listed below.

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  Sentry Management, Inc.

  2180 W State Road 434 Ste 5000 Longwood, FL 32779-5042

  
• 

  Sentry Management, Inc.

  8425 Keystone Crossing STE 108 Indianapolis, IN 46240-4322

  
• 

  Sentry Management, Inc.

  3 Lear Jet Ln Suite 202 Latham, NY 12110-2314

• 

  Sentry Management Naples

  1415 Panther Lane Suite 138 Naples, FL 34109

  
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  Sentry Management Clearwater

  28050 US Highway 19 N, Suite 509 Clearwater, FL 33761

  

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:08/16/2022

  Type:Customer Service 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 Inc is managing the Northgate Square Cluster Association. I sold my property at Northgate Square Cluster association in November 2021 and had given the sentry management contact email to the settlement agency. Sentry Management is still sending assessment notice though I have moved out of state.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/23) */
  In reviewing your account we find that it has been closed out with a zero balance. It is difficult to ascertain where the communication failed, but concede that the settlement agency and our company is filled with humans with the possibility of human error on either end.
  We are thrilled that this was finally corrected and wish you all the best!
  
  
  Consumer Response /* (2000, 7, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I got responses for the emails sent thru the company website and was able to send the requested info

• Initial Complaint

  Date:08/12/2022

  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 live in the*********************** and Sentry Management is the property management that handles the association and amenity access. I applied for access on 05/24/2022. I followed up with Sentry on 06/20 and was informed by Adrian that they needed a copy of my lease. I produced the lease via email within minutes of the request. On 7/7, I emailed Adrian for an update. There was no response. I followed up via email again on 7/20. There was no response. On 7/25, I called customer service and asked to speak to management and was told that she was in a meeting and would return my call. I waited for a follow up phone call until 7/27. I never received the follow up phone call so I called again. I was told that the manager was given my number, but never called. I was first told that I needed to pay $25, then told it was due to them needing a key to copy. I was told Adrian would call me back. Still nothing.
  
  My kids have now missed the entire summer of using the pool due to the lack of concern of Adrian and Sentry Management.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We apologize for your experience.
  In reviewing the matter we found that this extended delay was rooted in a couple of challenges. The secured key distribution process is involved. The Board ran out of copies of the key. There is an authorization process for our vendor to make and ship the keys. Add to that any human error and the delay is understandably frustrating.
  We hope that the keys have been delivered by this point, and that your experiences with your HOA and Sentry Management are positive moving forward.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A key was provided, but it doesn't work for our property. I notified your company last week about the key not working.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  We sincerely apologize. The vendor provided the wrong keys. Once you reported this we immediately reached out to the vendor. We will mail the correct key as soon as it is received by the vendor.
  
  
  Consumer Response /* (2000, 11, 2022/09/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/07/2022

  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.

  This company forwarded $2,256 in "unpaid" HOA fees to the company now managing the HOA of which I own a property. They claim were past due HOA dues that were forwarded to them from Sentry Management. In the 4 years that I owned the property before the HOA was revitalized and assigned to the new management company upon its revitalization I never once received any notices through any means that any monies were due or owed by me from Sentry. Upon my closing of the purchase of the property, I was given paperwork that I had no current or future HOA dues owed. 4 and a half years later in September of 2021 I received paperwork in the mail that I owed $2,256 in a past due HOA charges that were "forwarded" to them from Sentry Management. If these "past due" charges from Sentry Management are not completely removed I will have my attorney immediately become involved with this matter.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/23) */
  In reviewing this matter we find that your HOA operated with expired documents for several years. Without operating documents, no coupons can be sent out. However, assessments were always owed.
  
  Also noteworthy, payments are not made to Sentry Management. Assessments are paid to the HOA, and any past due balance is owed to that entity.
  
  This matter would be best addressed with your current Board.

• Initial Complaint

  Date:08/06/2022

  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.

  Our service experience with Sentry Management has been all but positive, even more so since the change in management on or around March/April of 2021. The ******* neighborhood has declined significantly due to the extremely poor property management services. The current services being provided almost seems non-existent or have been reduced to the bare minimum. As a result, we have received numerous complaints from neighbors and HOA board members. This appears to be a breach of contract and requires your immediate attention for remediation.
  
  As the new president of ******* HOA, I have had to perform more property management duties than necessary. I work full-time and should not have to constantly follow-up on whether or not Sentry Management is doing what we are paying them to do. Instead, the more I research, the more I realize that almost nothing is being done to improve the value of our community. Records have not been updated since as far back as 2013, outstanding assessments have not been collected or gone through the lien process; actions on violations have not been remedied, landscape in front entrance and lakes have not been properly manicured, unkept fountain filters and drains; overdue repairs, vendor setup & payment delays, and the list goes on.
  
  Additionally, Sentry Management has consistently demonstrated poor lack of communication and have been very unresponsive or slow respond to complaints and requests, most ending in no resolution. To date, I have submitted a number of important issues and requests that needs to be addressed immediately. More than three months later, I am still chasing most of those requests, even tackling some issues on my own. When attempting to schedule appointments to ensure matters are being addressed and handled in a timely manner, I get pushed back or meeting gets cancelled or rescheduled by Sentry. Most of the items requested in preparation for meeting was not provided or had been worked on.
  
  See attached for more.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/22) */
  We are so sorry to hear about your extreme disappointment, and in reviewing with your local team we found that there has been a meeting set for August 24th. We are confident that your concerns will be addressed and we look forward to clarifying expectations in an effort to provide excellent service moving forward.

• Initial Complaint

  Date:08/05/2022

  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 am a senior and trying to get into a senior facility. I need to sell my condo which Sentry Management, ************************ is the management office. My financial person contacted them for some information and they refused to give it to him. I contact them for the information a month ago and they have not contacted me as of today. I need the information so I can get out of my condo and go into a senior place. My development is ********************************
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/22) */
  In reviewing this matter we have found that the instruction for obtaining documents was provided to the homeowner twice previously. There is a link on our website that connects to our 3rd party vendor.
  Ms. ********* has been communicated with by the local Sentry Team, and we are attempting to ascertain what exactly is needing to be resolved. We are confident that with this open dialogue, we will be able to address any and all concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They want to charge me over 250 dollars for just number of residents.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  Regardless of the fees charged for documents, we cannot provide the number of primary residences and second homes, along with rental units because we do not track that information.
  We apologize for any inconvenience, and if what you need is something different, please feel free to continue communicating with the local office for the support you need.
  
  
  Consumer Response /* (4200, 11, 2022/09/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They do have the information needed. They are the management office. They have to send out information and all the tenants and owners need to send them documents when they are renting the property.