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.

  2200 Defense Hwy STE 405 Crofton, MD 21114-2929

  
• 

  Sentry Management, Inc.

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

  
• 

  Sentry Management

  4401 Leeds Ave Suite 120 North Charleston, SC 29405-7554

  
• 

  Sentry Management Inc

  3109 Poplarwood Ct Suite 310 Raleigh, NC 27604-1011

  

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:08/26/2024

  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.

  I notified Sentry Management about a water issue in my yard 3 times in the last 30 days. I received a response each time within ****************************************************** about the problem. No one ever contacts me. I try to call and only get an answer machine.

  Business Response

  Date: 09/06/2024

  In reviewing this matter, we found that the complainant's neighbor submitted an ARC for landscaping rocks to be
  installed around their landscaping bed. The Board approved this request and
  installed per the ARC guidelines and drawing provided. This neighbor put a corrugated extension on her downspouts to reroute
  the water from the downspout and the water also sits in the landscaping beds. When we were made aware of this issue and had communication with the complainant, they said they would speak with the neighbor to come up with another solution. We sent a letter and made a phone call to neighbor to see if they could
  reroute the corrugated pipe. We have not received a response.

  This is not an HOA matter, and neither the board nor Sentry has any jurisdiction over this neighbor and her actions. We have found in cases like these that conversations between neighbors is the best course of action.

  Customer Answer

  Date: 09/06/2024

   
  
  Complaint: 22199343
  
  
  
  I am rejecting this response because:

  This is an HOA responsibility. HOA owns 100% of the land around our Villas. Villa owners only own the land that the Villa sits on called the footprint of the house. Therefore HOA owns all the rights to the land between the homes. When we moved in, the corrugated pipe from this down spout was under the ground and routed to the front of the yard. Now the pipe is above the ground discharging directly to my foundation. Please educate yourself with the Villa properties and land ownership. I am requesting this pipe to be restored to its original location.

  Sincerly Andrew Quargnenti 

   

  
  
  
  Sincerely,
  
  
  
  Andrew Quargnenti

  Business Response

  Date: 09/30/2024

  While the association handles maintenance on the lawns and irrigation systems, the actual land is not common ground and is owned by the homeowner. Please see attachment.

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22199343
  
  
  
  I am rejecting this response because:

  The document that has been submitted is the building lots required by the city to know and evaluate the Villa sizes being constructed. In my closing statements I have the actual document stating that we own the foot print of the house and the HOA owns the surrounding land. 
  

  We are in Florida until May and we will not have access to these documents to provide to you. 
  

  It is unfortunate that the management company has not been advised of the land usage and ownership rights.

  I will forward these documents when we return to this address. 
  
  
  
  Sincerely,
  
  
  
  Andrew Quargnenti

  Business Response

  Date: 10/16/2024

  We appreciate the response and look forward to receiving documentation. While we have reviewed the documentation we have from the association, we will also review further through other means.

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22199343, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Andrew Quargnenti

• Initial Complaint

  Date:08/26/2024

  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.

  A note was left on my vacant rental property at ******************************************************************************************** stating ******** Electric would be installing mandatory smoke detectors with no exceptions. ******************** Condominiuims, **** has assigned Sentry Management to the task of orchestrating their arrival August 27 & 29 between the hours of 9 AM & 4 PM.Im one person and cannot be in two places at one time. My second unit is 105 in the same ********** reached out to Sentry Management on four different business days spending close to 8 hours total on the phone while their phones have disconnected my calls repeatedly and getting zero cooperation in my attempt to set up a time as it is impossible for me to spend 16 hours in one of my units hoping someone will arrive. I could be waiting in one unit and they arrive in the other. The representatives avoid talking to the homeowners and make them wait on the phone line for hours at a time. I spend $358./ unit each month for maintenance fees totaling $716/month. They are extremely rude and the community specialist refuses to return my calls by phone only short inefficient emails to claim shes answered my questions. She indicated she has no desire in helping me. I left a message for ***************** at Sentry Management and he still has not returned my call. Cranes Roost Village Condominium Association **** is equally guilty for making it impossible for me to be two places at one time.

  Business Response

  Date: 09/06/2024

  In reviewing the complaint, we were unable to locate any phone calls with long hold times. However, we apologize if this has been this homeowner's experience.

  In order to provide the very best service and also reduce the less than positive interactions with Sentry team members, an email was sent to the homeowner from our Division President, which in part reads:

  "Moving forward, I recommend that all concerns pertaining to your units be documented in writing and communicated directly to me. This will ensure a clear and efficient process. Upon receipt of your emails, I will acknowledge them and subsequently forward them to the Board of Directors for further guidance. I must also kindly request that you refrain from making phone calls to our office and instead submit all requests in writing, a single time. Your recent conduct has been distressing to our staff, leading some to consider resignation due to verbal confrontations. It is important to reiterate that Cranes Roost Village operates as a ************************ not an apartment complex. Our responsibilities include managing common areas as directed by the Board, not addressing internal issues within homeowners' units."

  We hope that this direct line of communication resolves any future communication challenges.
  
  

   

• Initial Complaint

  Date:08/20/2024

  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.

  LARGE HOA SPECIAL ASSESSMENT $****** PAID IN FULL/CHARGING INTEREST IF HOMEOWNERS DO NOT COME UP WITH THE ******/THREATENING TO FORECLOSE ON THE HOUSE IF THE ASSESMENT IS NOT PAID IN FULL/ASSESSMENT IS FOR ROOF REPAIRS, BUT HOMEOWNER USED THEIR OWN HOMEOWNERS/ WHO HAS ****** TO PAY A SPECIAL ASSESSMENT FOR ROOFS FOR THE NEIGHBORHOOD/ IT IS NOT A CONDO, THEY ARE PRIVATELY OWNED HOMES/ THERE ARE MANY RENTAL PROPERTIES IN THE NEIGHBORHOOD - THIS IS A SCAM / THEY ARE EXPLOITING ELDERLY RESIDENTS WITH SCARE TACTICS.

  Business Response

  Date: 08/22/2024

  We are unable to address this complaint. The information provided is not found in our records as a property in an association we are privileged to manage.
  We would be happy to review if the complainant will provide additional information, however, the complaints do seem to be all HOA related. 

• Initial Complaint

  Date:08/14/2024

  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.

  Since the first day of moving in 12/06/24, I have reported water issues soon as thier noticed. In January the first flood occurred 01/25/24 from melting snow. The alleyway behind the building formed the basement east wall. ************ streamed across the floor; it lasted a day or two. I got a carpet blower from management a & no assistance provided in regards to cleaning. Reported mold due to health issues and my complaints went discarded. Then I was told the street would be paved and that seal will eliminate the problem. Then move forward say 06/14, reported a small leak. Maintenances neglected to locate the issue &/or to repair in a timely manner. This basically created a hazardous situation because it was leaking sewage. Maintenance guy confirmed extended mold was due to leaking. It was quote, leaking longer than what expected. Black mold quickly formed and later confirmed by the local health department. My insurance stepped in and if that wasn't enough. Management misled me a month into thinking another unit would be available for to move. It was supposed to be the same price and even promised not to push me into a new lease or so she said. Then a sign new lease email pops up 7/14 creating more stress. Then on 07/15/24 the unit was not available. I had a truck with movers outside all waiting for me. Management sole concern was showing new renters the same unit that was set to be repaired. It was claimed to be a typo but this is through correspondence for a full month. Corp for the management company will not communicate with me directly. Noticed $500 concession for January and June. My health was hindered creating sinus infections & respiratory issues. Then to misled someone after neglecting assist to maintain your responsibilitie speaks volumes! I can't trust it was all put back accordingly & there's clearly no truth at all but I'm still paying them rent. I upheld my responsibility as the tenant, now this so called management company needs to take ownership.

  Customer Answer

  Date: 08/13/2024

  ******************** is the acting manger for The ****** Group & the corporate office is located *************************************************. The name of my building is Artspace Lofts **********************************************. This same person has been misleading my well over six months now. They admitted to neglect & this all could've been avoided if she did her job. The mold was there so long I had to file a insurance claim through Lemonade my policy holder. She had me to lease a truck and movers on the day we decide to say it was a typo for the entire month. I have endured so much, it maybe easier to email everything. I've been paying these past few months and could sit here long. I've has respatory issues & sinus infections due etc to black the mold.

  Customer Answer

  Date: 08/13/2024

  ******************** is the acting manger for The ****** Group & the corporate office is located *************************************************. The name of my building is Artspace Lofts **********************************************. This same person has been misleading my well over six months now. They admitted to neglect & this all could've been avoided if she did her job. The mold was there so long I had to file a insurance claim through Lemonade my policy holder. She had me to lease a truck and movers on the day we decide to say it was a typo for the entire month. I have endured so much, it maybe easier to email everything. I've been paying these past few months and could sit here long. I've has respatory issues & sinus infections due etc to black the mold.

  Business Response

  Date: 08/22/2024

  
  Sentry Management is an association management company and does not provide any property management services.

  We are unable to address this complaint as we are not affiliated with the apartment complex identified by a ****** search of the address provided above.
  

• Initial Complaint

  Date:08/10/2024

  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 setup autopay for my HOA payment through ClickPay as directed by Sentry Management. For the past 20 years I have always paid by check the Full Amount ($560) at the beginning of each yearly cycle instead of the quarterly ($140) . On the clickPay website there is a tick box for Quarterly payment or Full Amount. I selected Full Amount. I received a notice from Sentry Mgmt on the second quarter that I was delinquent. I called sentry Mgmt and spoke to a *** who told me it was a ClickPay issue and suggested I call them. I called ClickPay and they told me it was because of how Sentry Mgmt request payment and it wasnt their problem. I then called Sentry Mgmt back and she logged into my ClickPay account and made some change to rectify the payment cycle issue. She said they can only request from ClickPay a quarterly payment, not a Full Year so having that tick box made no sense to here either. She suggested I login and manually make the second quarter payment to get me up to date which i immediately did. There was a $160 late fee on there which I felt was incorrect to ask for as it wasnt due to any fault of mine, but due to a mismatch in wording on the ClickPay site VS the way Sentry Mgmt bills. I brought this issue up with Sentry Mgmt and they didnt care and insisted on their late fee. Which I am currently paying as Im not some sort of criminal as they are making me out to be.

  Business Response

  Date: 08/22/2024

  We understand the frustration and after reviewing the account we understand where the confusion lies. 

  In choosing full amount, an owner is requesting that the full assessment amount be paid. Since the association has quarterly assessments, this will always reflect the full amount of one quarterly assessment.

  Sentry does not have authority to waive any fees, as the Board of Directors for the association makes those determinations. This matter was put before the board and denied.

• Initial Complaint

  Date:08/07/2024

  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.

  Unauthorized Charge: ******** account was mistakenly charged $1,368.75 instead of the authorized $494 monthly fee.Initial Notification (August 2): The error was reported to Sentry Management, requesting an immediate correction.Unhelpful Response: The response from Sentry Management was a generic request for proof of payment, despite clear evidence being provided.Provided Evidence: Detailed transaction histories and a ClickPay statement were submitted, showing the error.Repeated Requests: Sentry Management continued to ask for unnecessary documentation, such as an ACH report, ignoring the provided evidence.System Error Ignored: The error was due to Sentry Managements automated system, but no acknowledgment or correction was made.Lack of Resolution: The issue remains unresolved due to Sentry Management's ineffective and dismissive responses.

  Business Response

  Date: 08/21/2024

  In reviewing this matter we found that the refund has been provided and the issue is resolved. If more information or assistance is needed, please contact us and we will be happy to help.

• Initial Complaint

  Date:08/06/2024

  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.

  I moved in a year ago and very quickly discovered that water is pouring in from the deck every time it rains. Ill come home and find a huge puddle in my living room. They had sent an email out several months ago saying someone was going g to come out and take a look. No one ever did. Upon checking in with management they said the guy never showed and they are doing their best to get it handled. Several months later Ive heard no response Ive now sent out 4-5 emails about my concerns that Ill have damage to my property as it is A LOT of water coming In (it is getting worse I even see cracks forming on my deck) and now feel ignored as its been months and no one is replying to any of my emails. As a new home owner , this is very disappointing to already be having these type of issues so early on .

  Business Response

  Date: 09/06/2024

  We understand the frustration and apologize for the delay. In reviewing this matter we have found that there was miscommunication on the repairs completed. The homeowner will receive communication from the Sentry team outlining the steps and timeline for resolution, as well as possible access requirements. We appreciate the opportunity to resolve.

• Initial Complaint

  Date:08/06/2024

  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.

  Sentry Management oversees the *** for my townhome community. I have called & emailed numerous times about documents I need pertaining to the sell of my house. Specifically, *************************** at Sentey oversees my community. I have asked numerous times to speak to her supervisor. The corporate office places me on hold then just hangs up. I pay the *** fee every month. These are legally my documents to obtain.

  Customer Answer

  Date: 08/06/2024

  They have responded after I told them I had an attorney calling them. Please disregard the complaint at this point. 

• Initial Complaint

  Date:08/05/2024

  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.

  I purchased lawn care products for my HOA and emailed the receipts to Sentry Management for reimbursement. The reimbursement was approved by my HOA in 5/24. Sentry emailed an approval confirmation for me to be refunded on 5/3/2024. I have been calling Sentry since 5/14/24 to 8/5/24 check the status of my refund, and being told the check is being processed. This continues to be an unacceptable, unresolved issue.

  Customer Answer

  Date: 08/20/2024

  Hello,
  On 8/6/2024, I was able to get a respond from ***********************, Sentry ************** Director. **** informed me the accounting department was unable to read the receipt and made no attempt to reach out to anyone. I emailed a copy of the receipt to ****, and she forwarded it to their accounting department. I received the reimbursement check via on 8/19/2024. Thank you for your concern and follow up with this matter.

  Business Response

  Date: 08/22/2024

  This matter has been resolved at the direction of the Board.

  Customer Answer

  Date: 08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/30/2024

  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.

  My client owns a condo managed by Sentry. They were in arrears on condo dues. They paid the arrears over a month ago but Sentry accounting system refuses to credit the payment. As a result, my client can't log into the community portal and has been prevented from making additional payments that are due. Now, my client is accumulating penalties because the Sentry system refuses to let them pay. The Sentry personnel have given dozens of lame excuses for why they put my client in a Catch 22 position but still refuse to credit the payments made. For about a week, Sentry personnel - ******(?) ***** - have been ghosting us and refuse to return calls....always some excuse about being in meetings. PERHAPS THEY SHOULD HAVE LESS MEETINGS AND ACTUALLY PERFORM THEIR WORK.

  Business Response

  Date: 08/21/2024

  Our records indicate that this matter has been resolved. If there is anything further we can do to assist, please reach out to your Sentry team.