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.

  8425 Keystone Crossing STE 108 Indianapolis, IN 46240-4322

  
• 

  Sentry Management Ft. Myers

  12830 University Dr Ste 150 Fort Myers, FL 33907-5351

  
• 

  Sentry Management, Inc.

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

  
• 

  Sentry Management

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

  

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:02/13/2025

  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.

  The "notice of assessment" provided by Sentry for annual ************************ dues states that there is a "5% interest per annum after 30 days" fee for late payments. However, they also tack on a flat fee of $25.00 which is not mentioned anywhere on their Assessment notice. When I called to question them about it, they agreed that it was not on the notice, but did not offer any sort of recourse for it.

  Business Response

  Date: 02/15/2025

  In reviewing this matter we found that the complainant spoke to a Sentry Team member on 2/13.

  We have also determined that the complainant paid their account in full.

  The Notice of Late Assessment fee in question is mandated by the association's governing documents, as is the interest rate. Sentry does not "charge" late fees. We abide by each association's collection policy, as we manage the receipt of assessment payments on their behalf. 

  We trust that the question about the fee has been answered and this matter has been resolved as indicated by the payment in full.

• Initial Complaint

  Date:02/09/2025

  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 have been taking my Community HOA fees & doing little to nothing with our monies. Also claiming to have no money. Speaking with an attorney from the management company stated they have been collecting monies in large amounts from owners but for some reason sentry management keep stating we have no money. Management dont do they job. Our community is in poor condition abandoned cars sits on our ********************************* wont remove them. Management wont pay to get our cameras system running nor fix our gate to be operational. They arent following the board members directions for the community. They are just stilling our money.

  Business Response

  Date: 02/26/2025

  We appreciate this complainant's desire to see improvement's in the community.

  In reviewing this matter we found that communication between the Sentry team and the complainant has occurred and an action plan is in place.

  We hope that the information shared and an implemented action plan will help pave a positive path forward.

• Initial Complaint

  Date:02/06/2025

  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.

  Recently received a $900 fine on my resent statement, they claim I was contacted via certified letter and that letter was returned to their office in ******* They wont remove the fine because its their fraudulent business practices and how they make money A huge amount of our local *** **** is allocated to stupid collection agencies for these types of fines so they can get rich

  Business Response

  Date: 02/15/2025

  We are disappointed by the perception of Sentry Management in this complaint.

  In reviewing this matter we found that the complainant has received several communications explaining Sentry's role in the community. We follow association governing documents in the collection of assessments. Sentry does not "charge" anything, and does not profit from any association collection policies.

  As explained to the complainant, the matter has been presented to the Board for review.

  We have no authority to do anything further.

• Initial Complaint

  Date:01/21/2025

  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 senior and Im trying to sell my property in the development which this management company manage. I pay $382 a month for the service. I ask them a question that a bank need to sell my condo. They want me to pay $500 to buy a resale package which my property is not selling because we need to know if the property is able to sell ***. Ms.Josallee ******** and Mr ******* ******* will not send me just that information for the bank.

  Business Response

  Date: 02/06/2025

  We understand the frustration around the process of gathering this type of information and hope that the communication with the complainant on 1/21/25 has resolved this matter.

• Initial Complaint

  Date:01/16/2025

  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 had repeated problems with my ceiling leaking in my condo due to a bad roof. The *** continues to put a bandaid on something that needs to be more thoroughly replaced and is costing me money in the process. I also have grave concerns about mold possibly growing in the space between my ceiling and roof as well as the walls due their unwillingness to correct the issue. September **************************************************** my condo. I contacted the ***, they sent someone out to look at the roof and fix the issue. After the work was completed, I paid to have my ceiling repaired in the amount of $200. Then in April 2024 the problem happened again. I came home to damage to my ceiling again leaking, carpet soaked. Contacted the *** who once again sent someone out to repair the roof. This time repairs out of my pocket cost me $350. Then again in November 2024 my ceiling started peeling and leaking and eventually opened back up. I contacted my *** yet again. After repeated phone calls Ii finally got in touch with someone. There is no sense or urgency in responding. It is clear whatever the repair people are doing is insufficient as the issue keeps occurring. I keep spending money out of pocket to fix the ceiling only to have the issue keep happening. The *** is responsible for the exterior up keep of the condominium complex and is failing to live up to that responsibility by taking the cheapest route instead of fixing the issue.

  Business Response

  Date: 01/31/2025

  We understand the frustration, and hope that the situation is rectified quickly. In reviewing this matter we found that communication has been had and information has been shared with the complainant.

  We have made the Board aware of the situation and once it is safe to do so, they will have a roofer assess the matter.

  It may help to clarify our role in the community. Oftentimes homeowners believe Sentry Management is the **** We are not. We are also not a Property Management company. Instead, we have the honor of serving associations by assisting their hard working boards with the day-to-day administrative functions of managing their communities. We are not the decision makers and have no authority to resolve some of the challenges homeowners face. We know if can be confusing when the roles are not understood and hope this bit of information helps.

  While this matter is in the Board's hands, we are aware and will monitor for progress.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22818979
  
  I am rejecting this response because there is no indication of what will be done and when it will be done.  When will the board meet?  It is unreasonable not to provide a resolution date when I have been dealing with this issue for two years.   I see roofers working throughout my surrounding community all the time.  There was also no mention of the repairs to my ceiling.  I need specifics on how this matter will be resolved.  A list of the current Board members is also requested.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/14/2025

  The Board has committed to reviewing the roof in the Spring when weather permits.
  The Board will also discuss this matter in an upcoming monthly meeting. 
  We have no authority or further information on this matter, but continue to provide the information to the Board for review.

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22818979
  
  I am rejecting this response because: while I appreciate the response to further review the roof in the spring it fails to address the damage to the ceiling in my unit which still needs to be repaired for the 3rd time as a direct result of the patching instead of properly fixing the roof the first two times.  I want my ceiling fixed at no additional cost to me in addition to the roof being properly fixed.  Weather can be predicted up to 30 days so waiting until the Spring should not be necessary.  I request your immediate consideration and a response on this matter so I can determine next steps. 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/22/2025

  I saw the response that sentry said about my roof, however my ceiling issues havent been acknowledged as the roof needing attention has also caused damage to my ceiling, which has been needing attention for going on two months now

  Business Response

  Date: 02/26/2025

  All decisions on expenditures by the association are made by the Board. We has presented this information to them for review and have received their response, which we have shared previously. There is nothing further we can do to assist. 

• Initial Complaint

  Date:01/09/2025

  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.

  CMA now Sentry managed our subdivision or condo association for approximately three and a half to four years. Initially, we had ***** as our manager, and she did an excellent job of communicating effectively and ensuring that deadlines were met. However, things took a turn for the worse when they decided to switch our association over to another manager.Under the new manager, ***** the property was managed in a state of disrepair. For instance, several of our invoices, including our water bill, were not paid. As a result, our water was shut off, and our ************ bill for the outside lights and garages were also cut off. There were at least four to six unpaid invoices that she claimed were due to mail not arriving, even though she should have been doing check and balances, ensuring all invoices were paid.Furthermore, she neglected the community. She only conducted drive-bys in her SUV of the community, as if she didnt like being in our part of town. This limited her ability to really access the community and see the deficiencies that needed to be repaired.Additionally, several issues remained unaddressed, such as the porch and balcony situations, the siding on our property, and dumpster problems. The property has been neglected and is in a state of disrepair due to the mismanagement of Sentry and our property manager.

  Business Response

  Date: 01/16/2025

  While we are disappointed to read this perception of Sentry, we dispute the allegations made. 
  
  It may help to first clarify our role in communities. Sentry Management is not a property management company, but instead we are hired to assist boards as they manage the community. We help with the day-to-day administrative functions and provide direction to ensure all governing documents and state requirements are met by the association. We are not the decision makers for communities. The elected Board, comprised of volunteers, works hard to make the best decisions for all homeowners. While we do work at the direction of the board, there can be unsurmountable challenges within an association that lead to the challenges described in this complaint. 
  
  In reviewing with the team, we have determined that the manager conducted property visits in compliance with our agreement and with the same level of detail as we do for all communities. 

  Because we no longer serve as the association management company for this association, we are unable to assist further. 

• Initial Complaint

  Date:01/07/2025

  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.

  We have been paying for a construction *** via Sentry that was supposed to end when the road was complete in the neighborhood. We have inquired about when this would go away and have been met with silence. Further, Sentry is responsible for the contracts within the *** to include snow removal. We have been snowed in our neighborhood for two days because they have failed to clear the roads, or sidewalks. I have reached out to sentry and our *** multiple times and have been met with silence which seems to be their way of conducting business when they dont have an answer as to why they are not fulfilling their requirements. Snow removal is not the only part of Sentry and the *** that has been neglected. They are responsible for the maintenance on the outside of all houses and there is a house that has had a hole in the back of it for over a year.

  Business Response

  Date: 01/16/2025

  In reviewing this matter we found communication with the complainant that helps clarify our role in the community. Sentry is the association management company for the **** and we are adhering to our contractual obligations as such. We understand that the complainant was misinformed regarding multiple associations and also understand the frustration that may have caused.
  
  The role of the association management company is to assist the board in the day-to-day administrative tasks association with managing an association. Additionally, we provide guidance to ensure adherence to the governing documents and state requirements. We are not property managers, nor are we the decision makers for the communities we are privileged to serve.

  The goal for treatment during a snow event is to ensure emergency vehicles can get into the community.  Crews are contracted by the *** to provide snow removal services and will treat multiple communities at the same time. They also return to provide additional services post storm. We apologize if the service was not performed to the complainant's satisfaction and did provide the feedback to the Board for consideration.  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22777860
  
  I am rejecting this response because though they have shown their communication, they have failed to show that they acknowledge that they do not know their separate roles and responsibilities yet continue to increase our billing and not following through on those roles. Until this company can specifically outline who is supposed to do what, we should not be paying for services. This has been an ongoing issue for two years.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/31/2025

  To further clarify the information received by the claimant, Sentry Management has the honor of serving the *******************
  
  The issue with the hole in the building should be addressed by the sub association, **************************************. We are not the management company for that association and cannot assist further.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22777860
  
  I am rejecting this response because they failed to address how they are going to fix the issues with who is responsible for the community. Its not about small issues that havent been fixed, it is about putting out clear roles and responsibilities.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/30/2024

  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.

  Having book transportation scheduled in advance for a disabled senior citizen and medical assistance for ride thereof december30th to be place in a compact car was bad roughhowever to add insultand physicaldismay a 3rd passengerwas added who just had a double spine operation and my selfknee replacement I refer to this as the ride from H*** if it was not forall parties attemptingto cope even in pain and suffering not to be further inconvenienceSENTRY has shown lacks the basic common courtesyand RESPECT of its passengers from what i see and witness this is the normSentry's permits and contractsneed to be review and questioned

  Business Response

  Date: 01/02/2025

  We are sorry to hear about your experience, and wish we could do something to assist you.

  We believe you were working with another company based on the complaint. We are an Association Management Company and do not provide any transportation.
  

• Initial Complaint

  Date:12/21/2024

  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.

  Multiple times I have tried to communicate with our property manager. Phone calls and emails. I also go to meetings. I am only getting only lip service.These are services we pay with our condo fees. The work is always paid for even if the work is not supervised or checked by the property manager before it is ******** fence incomplete,Pressure washing,Black mold Leaky pool shower,Uneven and rotting sidewalks.Subcontracted ground maintenance services they employ and pay monthly.They act like the homeowners are more of a nuisance while they are taking our money.

  Business Response

  Date: 01/16/2025

  We are disheartened to learn of this less than positive perception of Sentry Management.
  
  It may help to clearly define our role in the community. Sentry is honored to be the association management company chosen to work with the Board and assist with the day-to-day administrative functions of managing a community. We are not property managers and do not have autonomous decision-making authority in the community.

  In reviewing the matters mentioned in this complaint:

  1. We do understand the frustration caused by waiting on a Board's review of matters and decision on any action taken. Because Associations are comprised of homeowners, a board is elected to streamline the decision-making process a bit. These volunteers (and neighbors) are working hard to make the best decisions for all homeowners and the due diligence can take time.

  2. Sentry does not pay for any services, nor do we hire vendors.This is a function of the Association. We do work with the Board to assist with providing vendors direction, and through a review with the team we found that the fence project is ongoing, and maintenance is regularly scheduled. We will bring these concerns to the Board for review. 

  Sentry's purpose is nurturing communities we are all proud to call home. We value all of the homeowners we are privileged to serve. We are pleased that we are well respected in the community and will continue to provide exceptional service.
  
  We hope that this clarification helps.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed on 11 December 2024. I was looking for a SPECIFIC form VA F-38 needed for a refinance stating that my community was a 55-plus community. The form could not be found when searching for downloadable documents from their website. I downloaded "community closing documents" hoping the form I needed would be there. IT WAS NOT! I should have been contacted by that department explaining that this document WAS NOT AVAILABLE but was not. Their emails said "a community person would contact me" but none did or as of this writing! The names from these emails are: **** Morata and ***** **** who sent the initial emails from them indicating a "representative would contact me". None has. I spoke with our local community representative after three calls to him, Mr. ***** ****** who confirmed NO such form was available. What they sent me was community meeting information, not even closing documents. Their "moto" is a joke as they DO NOT come close to adhering to it. I requested a refund four times and have not received an email acknowledging the request nor has the refund been made. Let me add the following information concerning this company. Several years ago, I placed a formal complaint against then our community manager with Tallahassee and our current representative has been caught "lying" on several occasions to the community of 90 residents. This company remains a "bad apple" amounts the many other management companies that are available. There is NO reason a refund was not issued as requested since they could not fulfill my document request or should have immediately told me that this form was not available and immediately refunded the payment!!!

  Customer Answer

  Date: 12/27/2024

  Clarification. Amount of refund should be $34.95.

  Date of incident: 10 December 2024

  receipt of my email shows a return email confirmation as a reply from ***** **** and several others at Sentry Management: "We appreciate your email and the opportunity to assist. Your request has been referred to a Sentry Specialist who will contact you by phone or email"! This appeared on several return emails where I requested a refund. As of this date 27 December 2024, no such contact via email, or call has been received.

  Customer Answer

  Date: 01/11/2025

  I received a very brief email on 2 January 2025 requesting my refund information/account to refund to. However, no refund has been noted as of this date. The email was from a ******* ***** and I do not know what department he/she represents. Thank you!

  Business Response

  Date: 01/16/2025

  We understand the frustration this situation caused and while we disagree on the details of the chain of events and dispute the allegations made, we have submitted a refund request in the hopes of showing good faith. We are also reviewing the process in the hopes of identifying ways to improve.
  Our purpose is to nurture communities we are all proud to call home and our goal is to have satisfied homeowners. We look forward to moving forward on a positive note.

  Customer Answer

  Date: 01/17/2025

   
  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,
  
  *** ******

  Customer Answer

  Date: 01/30/2025

  I agreed to the refund as indicated however, as of this date 30 January 2025 no refund has been received by this company. Considering the timeline of this request, the acceptance, an email from Sentry requesting my refund information, I find this company is grossly ignoring fulfilling the obligation to refund this small amount. I again, request BBB for assistance in retrieving this refund from this company who does not seem to care about its presence on the marketplace. A negative response will be left on the web indicating the lack of caring, doing and fulfilling its obligations!!!

  If necessary, please reactivate this complain. Thank you.

  Customer Answer

  Date: 02/03/2025

  I agreed to the refund as indicated however, as of this date 30 January 2025 no refund has been received by this company. Considering the timeline of this request, the acceptance, an email from Sentry requesting my refund information, I find this company is grossly ignoring fulfilling the obligation to refund this small amount. I again, request BBB for assistance in retrieving this refund from this company who does not seem to care about its presence on the marketplace. A negative response will be left on the web indicating the lack of caring, doing and fulfilling its obligations!!!

  If necessary, please reactivate this complain. Thank you.

  Business Response

  Date: 02/14/2025

  Our records indicate a refund was sent on January 29th. We hope that at this time the refund was received and this matter has been satisfactorily resolved.

  Customer Answer

  Date: 02/14/2025

  Yes, I finally received the refund check. It only took more than a month to get it. NOW. a new issue has surfaced. I got a charge of $25.00 thru ClickPay. I have contacted ******** and they could not respond what it was for. The copy attached was sent to them for research. This "fee" does not appear on the **************** does not appear on local management journals and I have NEVER used ClickPay to pay any outstanding bill. I have instructed ClickPay who handles Sentry's payments to either prove to me that this was a legitimate charge, who authorized it, description of what it was for and reverse it. I am seeing a vengeful attitude with Sentry's people at this time!!!

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22703309
  
  I am rejecting this response because:

  They "act" as if they "really represent" the HOA's.COA that have their service

  1. Call backs when they do not call back

  2. Act as if they care about the people they represent - but don't

  3. Now finding money charged against my account without explanation, reason, and no journal entries showing the reason for a charge.

  4. I find them more vengeful then friendly. Contact with them is impossible as they have more "gate keepers" than trying to contact our president in **********!

  There website is erroneous, does not apply to the public as a company who care about having or wanting their business. This company is a sham on so many levels!!!

  
  
  Sincerely,
  
  *** ******

  Customer Answer

  Date: 02/16/2025

  Close this complaint. There are several issues that I will work on personally. I give them 1 start for yours and theirs record. 

  Thank you, BBB, for your help. It was appreciated. *** ******