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.

  7770 Jefferson St NE Suite 102 Albuquerque, NM 87109-4368

  
• 

  Sentry Management, Inc.

  400 Northridge Rd Ste 1250 Sandy Springs, GA 30350-3380

  
• 

  Sentry Management Kansas City

  5000 W 95th St Ste 200 Prairie Village, KS 66207-3300

  
• 

  Sentry Management, Inc.

  4188 S Atlantic Ave New Smyrna Beach, FL 32169-3711

  

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:11/12/2024

  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.

  Have been waiting for fence replacement approval letter for over a month. Replacement is required due to hurricane damage. No one is returning phone call and I only received and email from property HOA stating that an engineer needs to come survey backyard because there is a manhole, which does not exist nor ever has in on my property. I have a ************ flag up in front of my house and they told me to take it down due to someone being offended. Because of this I am being treated differently with bias. All of my neighbors have had their fence replaced and did not get approval but for some reason I need it to proceed.

  Business Response

  Date: 12/02/2024

  We understand that as of 11/20, the homeowner has been working with the local team to resolve. 
  

• Initial Complaint

  Date:11/06/2024

  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.

  I'm being fined for charges that is absurd. One palm tree in question my property is kept maintained no proof on their behalf of abandonment. They're affiliated with ******************** Firm and keep harassing me for payments continuously which amounts up to date since September of 2024 of $626+$60 monthly for paperwork I've been living there with no issues until new management of last year. I have proof if needed of my home which is immaculate and kept up to par with pictures that I sent to them and ******** Law Firm updating and proving their accusation which is avaracious and non-stop to no avail. Please help me to stop this harrassment and their ridiculous fines of abandonment and neglect on my behalf which is totally untrue.

  Business Response

  Date: 12/16/2024

  While we understand the frustration, Sentry is charged with adhering to the governing documents, In this case, the homeowner received violation notices that were not resolved in a timely manner and the matter was turned over to the association attorney on 8/13/24. The homeowner owes the attorneys fees at this point.

  We are unable to assist further, as this matter in with the attorney.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022, during Hurricane ***, a branch hit the balcony of my apartment and broke a glass pane on the balcony's ceiling. Sentry Management ***** the community and HOA manager for the ****** of ******************* complex, proceeded with fixing it. However, they did not seal the roofproperly.Since then, it has slowly become apparent that the wood beam holding the roof is rotting due to exposure to water and that the structure holding the roof and tiles is now sagging. My tenant contactedSentry Management's community manager,******* *******,numerous times about this matter, without ************ forward 2024, bees were able to penetrate the roof and create a beehive in the wall of the balcony closet. Again, my tenant reached out to Sentry Management numerous times, without success. On October 3rd 2024, ******* ******* finally replied to me via email and mentioned that she had created a work order to take care of the matter, which had now become a serious hazard, with hundreds of active bees in the closet and roof on the balcony, and my tenant getting stung several times.******* ******* leftSentry Management **** in early October 2024, shortly after creating the work order that was supposed to solve the issue. Since then, her former manager, ****** *****, and colleague, ***** *********-****, have been our point of contact and have been unresponsive about the issue. Despite numerous phone calls, voice mails, and emails including videos and pictures, we have not gotten help to deal with this safety hazard and structural issue.Sentry Management **** is not holding up to theirlegal and financial responsibility. Their team's negligence has caused and continues to cause great material damage, financial strain and emotional stress.

  Business Response

  Date: 11/02/2024

   

  Transitions can be difficult. We apologize if we were slow to act on a previous employee's promise. We understand that communication regarding these matters has resumed and are hopeful that this matter will be resolved quickly.

  Sometimes homeowners misunderstand our role in their community. We are privileged to assist the Board of Directors with the day-to-day administrative functions of managing the community. We are not property manager and have no authority to make decisions for the association. Your hard-working Board of Directors are the decision makers, and all requests must be vetted and approved.

  While it may appear that progress is slow, we are working diligently in our capacity. Sentry's purpose is to nurture communities we are all proud to call home.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22468436
  
  I am rejecting this response because the issue has only been partially solved. 

  While I thank Sentry Management for sending the pest removal company on Tuesday, October 29, as per my original complaint to the Better Business Bureau, this is only half of the work that needs to be done. The wood structure that holds the balcony roof has suffered from wood damage because of previously poorly executed work from the **** following hurricane ***, at the end of September 2022. 

  As next steps, Sentry Management needs to send a contractor to fix the wood structure that holds the balcony roof. 

  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/02/2024

  We understand the frustration and have been working diligently to address the many hurricane related issues on behalf of Boards across the southeast.
  In reviewing this matter we found that on 10/24/24 the Association's ******************** was contacted regarding the bees. On 10/29 they took care of the issue. Once this was done a contractor was contacted to repair/seal the area where the bees were getting in. The board approved this expense and we worked with the contractor to schedule repairs.
  
  We are hopeful that the matter is resolved quickly if it has not already been repaired. 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22468436
  
  I am rejecting this response because: 

  Good morning, 

  While I want to thank you for sending the pest removal company, only half of the problem has been solved. As you can see on the enclosed pictures, the wood beam, roof and wall on the balcony have not been properly repaired following hurricane *** in 2022 - which is how the bees entered the structure in the first place. This has led to water damage. Now that the bees are not there anymore, can you please open a new work order to get the wall, roof and beam repaired? The water damage is only getting worse with time. 

  Many thanks in advance.
  
  ****** *****

  Business Response

  Date: 12/17/2024

  We understand there was an unwanted delay, but the work has been completed at this time. The contractor was on property December 7th. They removed the screen enclosure and re-attached it. They also remove and re-attached the roof tiles. Replaced decking and underlayment as needed and replaced the fascia and flashing.

  We hope this resolves this matter.

• Initial Complaint

  Date:10/21/2024

  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.

  I am a renter at the ****** condos and this has been going on since May in that there is a leak in the roof that has caused mold to come thru the ceiling and now smells . Nothing has been touched or repaired . This company is charging 700 month for hoa and not making repairs . This is unhealthy for someone that has health problems and cant return back yet

  Business Response

  Date: 11/02/2024

  After reviewing we found that the roof and chimney have been repaired. A restoration contractor has been contacted to repair the ceiling, however the unit is livable,the owner/tenant have been told in several emails they are responsible for mitigating damages while pending restoration, due to storms the contractor is overloaded and is working with Itopia Management to repair as soon as possible. The complaint of the issue in 2023 was repaired, this is a new issue that came up during Hurricane ******. This is a new tenant refusing to return, insisting this is association responsibility to clean the interior. The interior is owner responsibility to mitigate. We diligently attempting to resolve the ceiling quickly and are unable to assist further.

• Initial Complaint

  Date:10/14/2024

  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.

  I never received a packet that management mailed to me, When I received a reminder email I responded immediately asking them to resend and extend my time to return the packet. I received no new packet or response. I altered my prior years documents to reflect the new year and sent these in. I received a response back that they were received. the fine for not returning the packet on time was applied to my account past the time that I returned the packet and it was acknowledged as received. The "Manager" ***** claims the return time is marked as when it was received on her desk as opposed to the date that I returned it and it was acknowledged as received by Sentry. This is unethical. It is not common business practice for a business to count a document as received when it makes it internally where it is supposed to go, or if it sits on a persons desk for a week it is not received once they look at it. It is considered received when it is initially emailed, or received and acknowledged on the business end regardless of who received it or what desk it was or was not on. I was over billed. Tried to remedy it numerous times and for days at a time. ***** refused to be cooperative or acknowledge any of the companies mistakes in not properly monitoring their email, employees not tracking packets correctly for mailing or received and excessive fines unethically being applied. ***** became stuck on "being right and winning" instead of ethical and correct business practices. + My fine should not have even been employed as I tried to get a new packet and the company gave ***** any contact info prior to the email i received initially (which had no phone info) and then when a fine was given it should not have been past the date of my returning it by email and receiving a confirmation that it was received. I should not have been fined at all and if I was to compromise it should not have been more than $75 if it were prorated. They now have the audacity to add interest

  Customer Answer

  Date: 11/18/2024

  I paid my condo fees ahead of time, the money was supposed to be applied to only the fees incurred for condo dues. Sentry applied some of the money to pay for the overcharged fines that they put on my account unjustly. I would now like my account credited for the amount of the fines that were unjustly applied to my account 

  Business Response

  Date: 11/19/2024

  The Association requires that all homeowners submit a yearly residential packet. They require a new packet be filed out each year and that the homeowners provide a copy of IDs for all residents over 18 and the current declaration page of their insurance policy. 
  The deadline to have this packet completed has always been May 31st or you will be fined $50 weekly until completed. 
  According to the mailing log the packets went out on 4/29/24. They also included self-addressed stamped envelopes to ensure timely completion. 
  The 2024 newsletter was also mailed to homeowners on 1/31/24 and the newsletter addressed the upcoming packet mailing as well. 
  It was explained to the homeowner that we did not receive the completed packet until 6/21/24 so they were fined for 3 weeks. The homeowner forwarded an email sent to ************************************************** on 6/5/24 but that packet was her 2023 packet altered for 2024. The homeowner received an explanation that this was not sufficient and that all notices stated a new packet would need to be completed each year. We did subsequently receive the 2024 packet on 6/21/24 when all fines were stopped. 
  It may help to better understand our role in the community. We are not the decision makers, but instead are retained to assist the Board of Directors in the day-to-day administrative functions of managing their community. We are tasked with ensuring Boards to adhering to any state statutes as well as association governing documents.
  Sentry Management does not 'charge' any homeowners. We hope this clarification helps.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22422403
  
  I am rejecting this response because: The response is NOT TRUTHFUL. I WAS NEVER TOLD OR INFORMED IN ANY WAY that the packet I submitted was not acceptable- THEY ARE LYING. I submitted the email chain which includes all of my communications with them and NOT ONCE WAS THIS ADDRESSED. And the "packet" they ACCEPTED was LITERALLY the EXACT SAME ONE that was submitted the first time that they acknowledged WAS ACCEPTED.  IT was altered to state simply 2024 as opposed to 2023 NOTHING ELSE WAS NEW OR CHANGED from the previous year other than updating the date to a new year because IF this was the case that they still wanted the EXACT ************************************************************************************************************************ EMAIL ME  A NEW 2024 packet. THEY SIMPLY ACCEPTED THE ALTERED ONE INITIALLY THE FIRST TIME AND THEN CONTINUED TO FINE ME-   SO AGAIN THEY ARE LYING!!!!!!!!  The CHAIN OF EMAILS SUBMITTED SUPPORTS THE BUSINESS IS LYING, DISCRIMINATING AND USING UNETHICAL BUSINESS PRACTICES.......  I SHOULD BE REFUNDED.  Does anyone involved here REALLY think I would fight this hard over a lousy $150???   ITS THE PRINCIPAL OF THE MATTER. They are lying, they fined me unethically, the management company is a mess, and one hand does not know what the other is doing, they had no follow through or resolution to the situation. I LITERALLY had to create MY OWN resolution and was fortunate that I had ***** and could do that because if they want to go by THEIR BS explanation--- THEY STILL HAVE NOT RESOLVED IT CORRECTLY ACCORDING TO ETHICAL BUSINESS PRACTICES. IF we go by THEIR BS explanation these INCOMPETENT PEOPLE STILL have not mailed me or emailed me a 2024 packet from my initial email and calls to them about it! YET they accepted the one I sent to them and then continued to fine me ILLEGALLY according to their OWN policies and procedures past the date of receipt. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 12/16/2024

  We have reviewed the referenced $150 fine assessed to your unit due to the failure to submit the required homeowner contact form. As you know, we work at the direction of your community's Board of Directors to ensure all guidelines and requirements are followed and all fines are issued at the direction of your volunteer Board of Directors. Please make note that this form is due annually. In the future, fines will not be removed. 
  While we take exception to the accusations included in the complaint, as a gesture of goodwill, we have decided to remove the fine. 
  Please do not hesitate to reach out if you have any further questions or if there is anything else we can assist you with. It is our privilege to serve your community.

  Customer Answer

  Date: 12/16/2024

   
  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. Thank you for your advocacy and help in the situation. Hopefully in the future Sentry Management will be more cooperative and ethical in their contacts with their residents and realize that they work for us and with us to serve us and help us along with the condo association board, working with and for others requires not only management skills but compromise and or fair resolution.  Thank you. 
  
  Kind Regards,
  
  ******** ********

• Initial Complaint

  Date:10/08/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against ************************* (***) regarding fraudulent charges and their unprofessional handling of this issue. The *** has billed me for various fees, including ARC business, parking fees despite the fact that I have a garage, and a shed that we do not own. Despite requesting an explanation of these charges, I received no response from the *** for more than 6 months.Instead of addressing my concerns, the *** has now involved their lawyer in an attempt to collect these false charges, including attorney fees. This aggressive approach, combined with the lack of communication from the ***, is unacceptable and has caused unnecessary stress.I would appreciate your assistance in investigating this matter and ensuring that the *** provides a legitimate explanation for these charges and ceases any further collection actions until this issue is resolved.Thank you for your attention to this complaint. I look forward to your help in resolving this situation.Sincerely,

  Business Response

  Date: 10/16/2024

  We are unable to locate the complainant as a homeowner in our system based on the pieces of information provided. We need additional information, including the property address and association name in order to review the matter.

• Initial Complaint

  Date:10/02/2024

  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.

  I have been without running water in my house ; water authority came out on 9/24. They advised me that cause was leak outside due to irrigation system . I have been calling and sending emails ONLY to be told someone will call me back and I have been added to emergency service request. I have yet to received a email or call back . I did have a plumber come out to replace my PRV inside house as well this is not the problem . I don't want to have some one dig up something and I am liable . WE pay to much money for association for no one to respond or come out to check on the problem. If i owed them Money they would be quick to sent a letter and several emails.

  Business Response

  Date: 10/29/2024

  We understand the frustration and have explored every avenue on behalf of the Board and Association. The landscaper has verified that there is no irrigation running near the homeowner address. The recommendation from the Sentry team is that the homeowner consider having an independent plumber assess their main water line on their side of the meter.

  We are unable to assist further on behalf of the association as it does not appear that the issue is anything that the association is responsible for.

• Initial Complaint

  Date:10/02/2024

  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 contact my *** since I moved in my home in March in regards to my neighbors dog not being on leash and constantly popping in my yard everyday. They stated that I will have to call animal control for the dog not being on leash and they will send her a letter about cleaning after her dog. Then she puts a big smoker on the grass and part of it in my property. I have emailed them several times and sent them pictures and video of the bbq smoker and dog. I even had to call the police as she is constantly does what she wants to do because she know the *** will do nothing!!! Its taking a mental toll on Me because I cant seem to get acclimated in home since I have moved in. I have constantly send emails and contacted the police and they continue to do nothing even when they ask me to complete a violation form nothing is being enforced. Theres no actions and I Am frankly annoyed that they just take your money and have no cares or concerned for the residence of the community. This is very disappointing because mentally I am drained. I have to document everything as I have also had to call the police on my neighbor and I have mention this to them as well. This company should not be in business!!!!! I tried to upload the pic but the file is too big. The *** has all the pictures to support my concerns.

  Business Response

  Date: 10/16/2024

  We understand the frustration and hope that some information may help clarify our role in the community. We are not a property management company, rather, we work at the direction of the Board of Directors to assist with the administrative duties associated with managing the **********************. Neither Sentry Management nor your Board of directors have any authority in neighbor disputes. We understand that communication has been established with the local Sentry team and appropriate steps have been taken on behalf of the Board. We hope that these challenges are resolved amicably.

• Initial Complaint

  Date:09/22/2024

  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.

  Date of Transaction: August/September 2024 Amount of Money Paid or Owed: The original quote was $1,500, but the final invoice is $3,192, which is a difference of $1,692.What the Business Committed to or Provided You: The *** management company came to me asking me to approve a contractors work to replace 10 pieces of wood siding for a total of $1,500 (initial estimate). They did not give me enough time to get a second opinion so i told them I was okay with that price. The plan was the ******** company would move forward with this and I, would pay back the *** for these charges. The contractor directly told me the boards needing replacement would be documented and photographed prior to painting (which never happened).What the Nature of the Dispute Is: The dispute arises from a significant discrepancy between the original quote and the final invoice. The final bill is much higher than authorized, and there was a lack of communication regarding the increase. The *** management company moved forward with the work without consulting me about this increase and is now billing me to pay the *** back. Additionally, there are concerns about the quality of work done (painting and cleanup) and damage to my property.Whether or Not the Business Tried to Resolve the Problem: I have not received any response from the business after my email outlining these concerns, indicating no attempts have been made to resolve the issues. I emailed the *** management company and the contractor who did this work on Sept 6 2024 (the day i got the invoice).

  Business Response

  Date: 10/14/2024

  We did reach out to the board regarding this matter. The situation arose from the siding replacement project, where the homeowner received a quote from the vendor that did not account for the rotten wood underneath that needed replacement. This project was managed directly by the board, who have also contacted the owner of the company to discuss the situation further.
  
  The additional costs incurred are associated with the damages to the homeowners unit due to the rotten wood discovered during the siding replacement. While these costs fall under the associations responsibility,they can be billed back to the unit owner as previously explained.
  
  We have communicated this information multiple times, but it appears the unit owner remains focused on the original quoted price. We understand this can be a frustrating situation, and we are here to assist in any way possible to facilitate a resolution. We continue to share the concerns with the Board, who are the decision makers for the community and this matter.

• Initial Complaint

  Date:09/10/2024

  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.

  The problem at hand involves financial management and communication issues within the *********************** (***) managed by Sentry. Despite the collection of *** **** amounting to $235 per month from each of the 69 units, there are claims that the *** is bankrupt. The situation has led to a reduction in landscaping services, with the frequency cut down to once a month due to alleged financial constraints. In addition, our gated community is now open and unable to close. Sentry alleges that there is no money to pay the electricity bill for the gate to work. Efforts to contact Sentry for clarification and financial transparency over the past two weeks have been unsuccessful, as messages have gone unanswered. As a member of the community, there is a need to understand how funds have been collected and spent. An audit from the inception of the *** is being requested to review the financial history and determine the cause of the current financial difficulties. The lack of response and clarity from both Sentry and the *** board has heightened concerns about proper financial management and accountability within the community.

  Business Response

  Date: 10/17/2024

  We understand the frustration and hope that some clarification helps. 

  Oftentimes homeowners do not fully understand the role of Sentry Management in their community. We are privileged to serve associations across the nation and are hired by the Board to assist them with the day-to-day administrative functions of managing the association. We are not property managers, nor do we have decision making authority for the association. 

  We are unable to speak for the Board about association business and the challenges mentioned. We understand that the Board has communicated with the homeowners on these matters, and we will continue to rely on them to provide the communication.

  We are hopeful that this clarification helps and that the grievances expressed will be resolved as quickly as possible.