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:12/14/2024
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.
*** at ************************* (Building 8)Over the past year, the care of this property has completely gone downhill. The only thing that is barely being done is the grass getting cut. The "landscapers" that got hired only cut the grass and nothing else. Does not manage the leaf pickup and will cut over the debris and trash that continues to accumulate around the property. Previously, we had landscapers who took pride in their work: like picking up trash, trimming the trees (taking over the views), and spraying/treating the areas when they were done. That has all completely stopped... which has led to more pests, roaches, and various snakes crawling all over the property. I have taken videos and photos of everything I've come in contact with and it's not enjoyable to walk around anymore. There are old pine needles (which attract roaches and snakes) that honestly needed to be removed and be replaced with something that doesn't allow things to nest. Mold is visibly growing onto the sidewalks near the stairway areas, leaving a foul odor where tenants have to enter our homes, which never get power washed but could certainly use it. There is pet waste and trash all over and not all of it is being blown from the dumpster. If this is not in the *** fee budget, it might be a great idea to start fining tenants for not cleaning up after themselves and their pets. To help utilize the cost of these concerns. Because getting tenants to just "volunteer" and clean up after adults is not a realistic approach when the property isn't being managed like it should.
Business Response
Date: 12/17/2024
We understand the frustration and hope that some clarification of the role we play in the community may help. Sentry Management is not a property management company. We were privileged to have been hired by the board to assist them with the day-to-day administrative tasks association with managing a community. The Board of Directors is a group of hard-working volunteers who make the best decisions for all homeowners. We work at the direction of the Board and adhere to the agreement we have in place.
In reviewing this year's history, we find that there was a transition in landscaping companies, but the Board, local Sentry team and the landscape vendor have worked diligently to identify and plan out projects to improve and beautify the community.
We are aware of an issue with abandoned cars, which is addressed frequently.
Power washing buildings is on schedule,
The trash and dumpster are a very serious issue that the Sentry team is working with the Board to address. Having rental units may contribute, as tenants may not take the time to properly dispose of their trash when vacating. There is also an issue with folks throwing tree limbs in places they werent supposed to be. There is no room to place a second garbage disposal, however, Sentry's maintenance department makes several extra trips a month at the direction of the board, to remove these bulky items around the garbage bins.
The annual meeting in October was poorly attended. We can see that this homeowner cares about the community and we encourage all homeowners to attend meeting and get involved.
Customer Answer
Date: 12/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is neither satisfied nor dissatisfied to me.

Sincerely,

****** B
Initial Complaint
Date:12/14/2024
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.
My vehicle was illegally towed from the property. I provided proof of this. The company acknowledged the warning sign (parking in a tow zone) was blocked but they would not reimburse me for the tow. They stopped responding and would not provide an answer to my request.
Business Response
Date: 12/17/2024
We were unable to locate this homeowner in our system, and upon further research find that we do not manage this HOA. We encourage this homeowner to verify the name, since we are incorporated as "Sentry Management ****" in that state due to name similarities.
Customer Answer
Date: 12/20/2024
I am not an owner at this community. I was an invited guest. I have communicated and attempted to resolve this with Sentry staff including **** ****** and ***** **********. I was at one time receiving emails regarding my request for reimbursement, but they stopped communicating with me and won't return my emails. That is why I resorted to the BBB. The emails that I have communicated in the past were ******************************************************************** and ************************************************************************.
Customer Answer
Date: 12/24/2024

Complaint: 22686656

Date Sent: 12/20/2024 3:36:28 PM
I am not an owner at this community. I was an invited guest. I have communicated and attempted to resolve this with Sentry staff including **** ****** and ***** **********. I was at one time receiving emails regarding my request for reimbursement, but they stopped communicating with me and won't return my emails. That is why I resorted to the BBB. The emails that I have communicated in the past were ******************************************************************** and ************************************************************************.I am rejecting this response because:

Sincerely,

****** ******
Business Response
Date: 01/16/2025
We appreciate the clarification.
After reviewing this matter we found that the information provided to this homeowner has not changed.

We presented information to the Board for reimbursement consideration. The Board determined that the complainant was not eligible for reimbursement. In a good faith effort, the Sentry team reached out to the towing company with an inquiry about reimbursement. They have not responded to our communication.
We are not the decision makers for associations we are privileged to serve, and have made every effort to assist in this matter. If we do receive communication from the towing company we will reach out to the complainant, but are unable to assist further.
Customer Answer
Date: 01/17/2025

Complaint: 22686656

I am rejecting this response because: The property management company is responsible and acts on behalf of the association. The property management company authorized the towing and recovery company to operate on the property. The property management company is responsible for authorized contractors and to make sure they operate lawfully. State law requires appropriate signage be posted prior to towing any vehicle from private property. The property management blocked the required signage with Fall decorations. So Sentry blocked the required **** and authorized the towing company to operate. Therefore you illegally towed my rented vehicle. I am being reasonable in asking for a reimbursement. State law will provide more than the towing fees if a legal route is explored.

Sincerely,

****** ******
Initial Complaint
Date:12/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/25/24 part of the mailboxes fell off and hit the postal worker on their foot so they would not deliver our mail. **** had it repaired which lasted 2 days so the whole unit needed to be replaced. We had to pick up our mail at the post office. The post office gave us a letter stating as of 11/5 they would not hold our mail but return to sender. The.board approved a new unit in October and we were told it would take 2-3 weeks. On Monday it will 6 weeks and still nothing. There are 30 mailboxes that cannot receive mail.
Business Response
Date: 12/17/2024
The mailboxes have been ordered at the direction of the Board. This did take some time, as determining the best contractor for the custom box proved difficult.
This matter is not within our control, as we are not a property management company. Our role in the community lies more in the administrative management of the community. We assist the board as they work hard to make the best decisions for the homeowners.
Both the Board and the local Sentry team appreciate the patience of all of the homeowners as this matter is resolved.
Customer Answer
Date: 12/17/2024

Complaint: 22683085

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 12/19/2024
30 residents in this condo complex has not received mail for over 60 days. The attachment I sent stated no one wants to do business with us because they are afraid of not getting paid. We have had to have our mail forwarded since Nov. 5 as the post office will no longer hold our mail for pick up. Is there some law that states that **** has to deliver our mail. Can we put mailboxes outside our doors or can Sentry be fined/punished for not providing mail boxes for 30 of their residents.
Business Response
Date: 01/10/2025
Unfortunately, Sentry no longer serves your community as the Association Management Company, and we are unable to assist further.
Initial Complaint
Date:12/13/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am the Vice President of the *** for the ***************************** within the *********, ** area. We have had several issues with our property management and management team within the ***************** of Sentry Management, formally known as *** throughout the course of the year. They were in breach of contract for several different articles within our current contract. When we approached them about it, there was no sense of urgency to meet with us. As a matter of fact, they asked us to meet with them at their *************** rather than suggest a virtual meeting. An example of these breaches: They weren't doing property walks, which they're supposed to do on a monthly. They were driving the property for compliance one time per month, opposed to two. Our property manager was not getting 3 vendor quotes when needed. Our property manager was not submitting action item lists immediately following the meeting. We weren't receiving any at all. We purposely did not sign their updated Sentry contract, due to these exact issues. We sent them a request to terminate on Dec 3, 2024 which was more than enough time for them to allow us out of our contract. Articles 7.1 clearly state a 30-day notice is required to terminate. And our contract is until Jan 31, 2025. Article 7: Termination 7.1 On or before thirty (30) days prior ot the expiration of the initial term of AGREEMENT, either party shall notify the other ni writing that ti elects ot terminate this AGREEMENT, ni which case the AGREEMENT shall be terminated at the end of said ********* I'm not understanding how this company can tell us No, We're not allowed to cancel with them and we're now being contracted until Jan 31, 2026. Or why they'd want to keep us in contract if we're clearly not happy with them. We would just like to terminate our contract with them now without any fees or penalties. This way we can move forward with another company that may be better suited for our community.
Business Response
Date: 01/16/2025
We will not address contract disputes in an online forum and are hopeful that this matter has been resolved by following the steps laid out in the agreement, or through Management within the local Sentry team.
Customer Answer
Date: 01/16/2025

Complaint: 22682448

I am rejecting this response. We requested to cancel two times prior to submitting this complaint. We were told no both times. However, neither time did they make it a priority to reach out to us to find why we were wanting to cancel and how they could improve on their service for us. Yet, suddenly a complaint is submitted here and we get a call from them to the President only asking for a phone call. He didn't accept the phone call invite, since he wanted things to be tracked in black and white or within a zoom call. It's been almost 4 weeks since the original complaint was submitted and are now meeting with them this Friday. This complaint could have been better handled had they felt our original requests to cancel warrranted a phone call or meeting. But apparently they didn't. This is a pattern with them being non-responsive and showing that they don't really care about the consumers and the community of which they are supposed to be managing.

Sincerely,

******** ******
Business Response
Date: 01/31/2025
We appreciate your feedback and value your perspective. The information gathered from customer experience allows us an opportunity to improve our service.
Initial Complaint
Date:12/07/2024
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.
On or about 9/14/2023 the lawn service, hired by Sentry Management, caused damage to our driveway when they ran a tractor with a tank of fluid on the edge of the driveway causing it to break off a section of the driveway. This was reported promptly to the Sentry Community Manager, *** ********. 15 months later and multiple emails back and forth between Sentry Management and the lawn company, Focal Pointe, and the problem is still not resolved. This event was witnessed by myself while working from home. There have been 2 onsite meetings with Sentry and Focal Pointe to observe the damage and no plan to resolve the damage has been put in place. My most recent email for follow up information, copied to both *** ******** and Focal Point Manager, **** ******** on 12/2/24, is not being responded to.This damage was caused by an agent hired to perform work on our property by Sentry Management and should therefore be corrected by Sentry Management.
Business Response
Date: 12/23/2024
We understand the frustration and are hopeful that the matter will be resolved soon. In reviewing the matter with the Sentry team, we found that they have been attempting to determine the cause of the damage. The contractor was notified of the damage promptly on 9/14/24. Communication was had between the homeowner and contractor, leaving the homeowner dissatisfied. The homeowner has also been informed about other work performed on the property which also utilized large equipment.
It my help to explain our role in the community. Sentry Management is not a property management company. Instead, we are hired by Boards to assist with the day-to-day administrative functions of managing a community. The Board are the decision makers for the community. We work at their direction.
We will continue to assist where we can in this matter, but ultimately it will need to be worked out between the contractor and the homeowner.
Customer Answer
Date: 12/27/2024

Complaint: 22654260

I am rejecting this response because: The damage occurred on or around 9/14/2023 not 2024. There was no other "large equipment" being used in the are of concern. Both the lawn service company, ************, and the sprinkle company that dug in the area of damage were hired by Sentry Management. Sentry Management manages the work schedule and work plan with both of these vendors.
Sincerely,

**** ******
Business Response
Date: 01/10/2025
Sentry Management does not hire any vendors. Vendors are hired by the Association. We are unable to assist further but will share your continued concerns with your Board.
Initial Complaint
Date:12/04/2024
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 called and emailed sentry management multiple times. They keep telling me they will call me back with a resolution. I never hear from anyone. There is a lady who chain smokes downstairs on her lanai everyday, which is against hoa policy. I have to smell smoke in the middle of eating dinner and run to shut my windows. I will be showering and smell it and have to run and shut my lanai door. I shouldnt have to keep my doors and windows closed. Why am I paying over $300 if nobody takes the time to address the problems. The condo is *************** in *********************** *****.
Business Response
Date: 12/17/2024
We understand the frustration and are working with the board to address. Steps have been taken to address the unit owners, to no avail.
In response to the assessment claim, the management fee is a very small portion of the *** assessment.
While we want to assist, we are limited based on the role we have in the community. We are not property management and instead assist the board as they work hard to manage the day-to-day administrative functions of managing the community.
Both the local Sentry team and the Board of directors would like to see this resolved. We do not have control over the actions of others but are addressing based on the Board's direction.
Initial Complaint
Date:12/02/2024
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 the Treasurer for our subdivision's HOA. Sentry Management of Volusia-********** has been our management company for almost 6 years. In reviewing the Association's documents & financials I noticed (as of 10/30) over $7,000 in past due assessments. In reviewing individual homeowner accounts, I noticed inconsistencies in how reminder notices & late notices were mailed out, late fees were issued, and how payments were applied. Many of these did not appear to follow our HOA rules nor Florida State Statutes.On 11/05/24, 11/08/24, 11/13/24, 11/19/24, 11/25/24 & 11/27/24 I queried our Sentry Community Manager (******* *****), along with her Supervisor (***** ********) via email. I received partial incomplete answers which only stated dates of when notices had been mailed (38 days past due date). Other questions were either not answered or deferred to "Delinquency Services".My latest email (dated 11/27/24) asked:"Hello *******,I am confused as to why Reminder Notices are being sent over 30 days after an account is delinquent, as I cannot find any documentation (C&R, Association Assessment Management Policy, F: Statutes) that would justify this. Could you please explain?I also do not understand comments stating that "a lot of these accounts carry a balance from late or interest fees" since FL Statute ******** states "Any payment received by an association and accepted shall be applied first to any interest accrued, then to any administrative late fee, then to any costs and reasonable attorney fees incurred in collection, and then to the delinquent assessment". Could you please explain?"The last paragraph in my latest email (regarding FL Statute ********) is the most pressing as it involves following a legal procedure for applying payments. As of 12.02/2024 I have not received a response to this, or other questions.
Business Response
Date: 12/17/2024
After extensive review of the matter, we found that the management assessment policy is being adhered to and further detailed information will be provided by the Sentry Team managing this HOA.
Initial Complaint
Date:11/26/2024
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.
We began our contract as a community with sentry March 2024. They as a company have not been transparent or open with funding allocations. Several neighbors have severe damage to their homes causing health concerns and sentry does not respond. We have asked for budgets for the upcoming year to no avail. We pay $315 per montb and have yet to receive receipts for where these funds go. Lawn is not taken care of.
Business Response
Date: 12/16/2024
We understand the frustration, and it may help to explain the role Sentry holds in the community. We work at the direction of the Board, assisting with the day-to-day administrative functions of managing a community. In our role we coordinate with vendors but ultimately the responsibility is on the **** Monthly assessments cover the expenses of the community of which our fee is a very small portion. We encourage homeowners to attend a board meeting and discuss any concerns with the ***.
Initial Complaint
Date:11/25/2024
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 live in ************************ in ********, ******* . I built my house in April 2001. When my home was built there no subdivision behind my home. Circa 2004 Stonegate at *********** was built behind my home . ********* is a gated community . ************************ isnt. When they built the Stonegate they put in a fence. That fence had a gaping hole from the two recent hurricanes . The management company is insisting that the they dont own the fence. I am in fear because anyone can walk through the fence. This is a breach in security. I would like for them to repair the fence so I can regain my sense of security.
Customer Answer
Date: 12/11/2024
The was partially completed! The lattice is still missing.
Customer Answer
Date: 12/11/2024
The was partially completed! The lattice is still missing.
Business Response
Date: 12/16/2024
We appreciate the frustration, and are pleased to find that the fence was repaired earlier this month. We hope this resolved the matter fully.
Customer Answer
Date: 12/16/2024

Complaint: 22603470

I am rejecting this response because: the lattice part of the fence was not replaced. The fence should look like the rest of the fence.

Sincerely,

****** *****
Business Response
Date: 12/24/2024
The lattice part was on back order due to high demand after the storms. We anticipate resolution to the matter very soon.
Customer Answer
Date: 01/09/2025

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,

****** *****
Initial Complaint
Date:11/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm trying to obtain a home equity loan and have been trying for weeks to obtain proof of our condominium complex Master Insurance Policy from Sentry Management and they're ignoring me. I have contacted them, my ********* members have contacted them, my loan company has contacted them as well as other condo owners in our complex and NONE of us have gotten a response. My equity loan application has now been cancelled due to no response. The rate I had locked in has now been lost. I have to reapply and I still don't have the information I need. I just want someone to give me what I need. I'm questioning if they're just taking our money for an insurance policy and we don't actually have one and they're just ignoring us.
Business Response
Date: 12/02/2024
It is our understanding after reviewing the matter that the homeowner has received the information needed and that the emails were going to a junk/spam folder.

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