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:07/30/2024
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 mailed check 3977 on February 12th to pay my annual assessment. The check didn't clear for a few weeks, so I went to the office on March 5th and presented check 3979 in person and it cleared the bank on the 7th. I placed a stop payment on the first check because it was lost. I was told if the check turned up it would be destroyed. Sentry attempted to deposit the original check on March 31st, and it was retuned because of the stop payment. Sentry then billed me $30 for their error. I made several phone calls and sent a couple of emails along with a visit to the local office to resolve this matter. I only received an email stating that this fee couldn't be disputed. I paid the $30 to avoid a lien being placed on my property. I shouldn't be held responsible for their attempt to steal money from me by cashing the check. My account clearly showed no money was due.
Business Response
Date: 08/07/2024
We apologize for the less than positive experience this service interruption caused. Our review shows that the *** Fee was waived/removed from the owner's ledger (in July), and the owner shows a $30.00 credit. We hope this satisfactorily resolved the matter and we look forward to providing exceptional service moving forward.
Customer Answer
Date: 08/07/2024

Complaint: 22064518

I am rejecting this response because:
I want the money refunded to me.

Sincerely,

***************************
Business Response
Date: 08/23/2024
A refund check request has been submitted and the check will go out soon. Our apologies for the assumption.
Customer Answer
Date: 08/24/2024

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:07/29/2024
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 June 25, 2022, I reported a water leak by the meters in our community to Sentry Management. The initial response from indicated that due to the ownership structure of the water pipes, individual owners were responsible for addressing the issue. It was also stated that Sentry Management would attempt to identify the problem by engaging a contractor.However, despite these assurances, no further action or communication has been taken over the past two years to resolve the issue. I've reached out to Sentry Management directly, as recently as last week, and no response or action has taken place. The leak has continued, resulting in an ever growing stagnant puddle that has become a breeding ground for mosquitoes and emits a foul odor. The presence of wildlife drinking the water has further exacerbated the problem.Charleston Water conducted a thorough 2 week investigation and confirmed that the issue is not on their side. Despite this Sentry has failed to take any action to address the problem. This has led to a persistent and worsening situation that not only causes daily inconvenience but also presents potential health hazards to the community.I am seeking the BBB's assistance in resolving this matter with Sentry. Specifically, I request the following actions be taken:Immediate engagement of a contractor to identify and repair the source of the leak.A clear timeline for the completion of these actions.Communication with all affected homeowners regarding the steps being taken to resolve the issue.Review and improvement of the HOA's policies and procedures to prevent similar delays in the future.The failure of Sentry to address this issue promptly and effectively is unacceptable. This complaint seeks to hold Sentry accountable for their inaction and to ensure that they take the necessary steps to rectify the situation.Thank you for your attention to this complaint. I look forward to your assistance in resolving this matter.
Business Response
Date: 08/02/2024
We understand the frustration this owner has experienced. In reviewing the matter we found that it was investigated at the onset, with the determination that resolution is the owner's responsibility. The Sentry team is working directly with the homeowner and the water company to determine any possible next steps to resolution. We hope that the open communication with the Sentry team will help clarify our role in the community.
We are not the decision makers and work at the direction of the board. Oftentimes homeowners have an incorrect perception of Sentry Management, and will we have no authority to engage vendors. However, in our purpose is to nurture communities we are all proud to call home, we will work diligently to find avenues to resolve owner challenges and present to the board.

We are hopeful that the *********************** will shed some light on this matter and that is can be resolved quickly.
Customer Answer
Date: 08/04/2024

Complaint: 22062660

I am rejecting this response because: The company has been in contact with me, but the finger pointing has already begun and the issue is unresolved. Additionally, the total lack of communication for 2+ years as well as the current difficulties trying to get someone to take ownership hasn't been addressed at all. As noted in the multiple emails sent to Sentry Management trying to get a response, it was noted by Charleston Water, following a 2 week investigation and repair project, that the issue is on the company/property side. The last communication from Sentry:

On Friday, June 3, 2022 at 10:32:06 AM EDT, *************************** <***************************************> wrote:

"I received your email regarding the water leak and have seen pictures of the concern. The way the association is set up makes it very difficult for the community to take action as owners own the water pipe all the way up to the meter (and are likely being charge for water usage) in which the water company owns the line after the meter. I will need to discuss with the Board of Directors but Im fairly certain the best the *** can do is identify the problem (which will take time to get a contractor out there) in which to advise an owner of the leak to repair/cover the cost.

Thank you

***************************
Sentry Management
Sent from my iPhone"

Apparently, this discussion never happened. Even now, trying to get the issue addressed again since the problem is literally at my front door, has taken a little over a month for get any response from Sentry Management. Trying to get a business to do what it's supposed to in the first place is exhausting and beyond frustrating.

Once the issue has been resolved, I'll be happy to remove the complaint completely.

Sincerely,

***********************
Business Response
Date: 08/22/2024
We do empathize with the owner and understand the frustration this situation caused. We also believe we are doing all we can in our position.
The assertion regarding lack of communication is simply untrue, and the attached document contains the initial determination from Charleston Water back in August 2022, along with the very latest communication with the owner this month.

We are unable to do anything more than keep attempting to obtain information for the owner.
Customer Answer
Date: 09/02/2024
Please keep this complaint open. While I have heard back from the business, thus far they have taken no real action and the issue remains unresolved. I'll be happy to close out the complaint once the water problems have been addressed, but so far, the only thing I've gotten from the company is a lot of finger pointing and empty promises.
Customer Answer
Date: 09/03/2024
Please keep this complaint open. While I have heard back from the business, thus far they have taken no real action and the issue remains unresolved. I'll be happy to close out the complaint once the water problems have been addressed, but so far, the only thing I've gotten from the company is a lot of finger pointing and empty promises.
Business Response
Date: 09/19/2024
*** went out to the property, and they once again determined that the leak this homeowner is concerned with is not on their side of the water meters. Since the Association has already paid a leak detection specialist to come out to the property, the Board was contacted for advisement after ***'s recent visit.

Per the Master Deed, apparatus that exclusively serves a unit is a HO responsibility. In that light, the board determined that they would not spend any more money to satisfy this HO and explained that every owner in the building will need to hire their own plumbers to have the individual leaks resolved.
We understand the frustration and wish there was a better outcome for this matter.
Customer Answer
Date: 09/27/2024

Complaint: 22062660

I am rejecting this response because the issue remains unaddressed. At this point, Sentry Management and Ashleytown HOA are refusing to fix a potentially hazardous condition literally at my front door because the right person hasn't reported it. This doesn't change the fact that the problem still exists, I'm still dealing with it, and neither Sentry or Ashleytown HOA are willing to do anything to address it. Instead, they hide behind be bureaucracy and red tape.

I reject this response and will continue to reject any and all responses until the issue has been fixed.

Sincerely,

***** ******
Business Response
Date: 10/16/2024
As stated previously, we understand the frustration. Unfortunately this has been deemed a homeowner issue, and the *** has completed the review process to come to this conclusion. We are not the decision makers for the community and are unable to do anything further.
Customer Answer
Date: 10/27/2024
I reject any and all responses from Sentry Management that don't involve fixing the leak, as shown in the current attached photo. Sentry needs to stop hiding behind red tape and bureaucracy. Instead of telling me what they can't do, Sentry needs to tell me what they can do. For example, fix the problem and bill the owner. Or at the very least (and I stress the "least" part), track down the owner and push them to make repairs.

Until the leak is properly repaired, the complaint remains open and the issue is unresolved.

***** *.
Customer Answer
Date: 10/29/2024
I reject any and all responses from Sentry Management that don't involve fixing the leak, as shown in the current attached photo. Sentry needs to stop hiding behind red tape and bureaucracy. Instead of telling me what they can't do, Sentry needs to tell me what they can do. For example, fix the problem and bill the owner. Or at the very least (and I stress the "least" part), track down the owner and push them to make repairs.

Until the leak is properly repaired, the complaint remains open and the issue is unresolved.

***** *.
Initial Complaint
Date:07/22/2024
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.
******************************** gave me a lawn violation (6/6/24), I wasn't contacted about it by phone or email just received a fine in the mail. Long story short I disputed the violation, because the lawn issue was done by the previous homeowners. I cleaned up the debris and planted the grass seed where there was no grass. I provided pictures as proof before and after that was from April 2024. Administrative *************************** from Sentry Management closed out the case in my favor, because she seen the before and after images. The fine was never closed out and has been accumulating even though I asked them to close it out on multiple occasions. I reached out to them by phone several times and never get to a resolution just told they couldn't get in touch with the property manager, and they left a voicemail for them to contact me which they never do. I've been going back and forth with *************************** in email and it doesn't seem like its going to get resolved this has been going on for months.Sentry Management is not operating like a legitimate business, it seems like there out to just create revenue off of fining homeowners for non-legitimate reasons. There are complaints all online about how there fining people over non legitimate reasons. Take a look at the ****** reviews for Sentry Management for the location at Address: ****************************************************. They need to be investigated. I would like the automatic billing to be stopped I dont owe them any fine payments. Ive disputed the non-legitimate violation. Ive attached the email communications showing that they closed out the violation, that should have been given to the previous homeowner last year.
Business Response
Date: 08/02/2024
In reviewing this matter we are pleased to report that a potential resolution has been provided by the Board and the homeowner will receive communication from their Sentry team shortly.
Customer Answer
Date: 08/02/2024

Complaint: 22024380

I am rejecting this response because: The response doesn't say they corrected the billing. I successfully disputed the lawn violation and provided them proof that there was no grass in the large circle in the front yard before I moved here. I'm the homeowner who improved the lawn cleaned up and planted grass and should not be fined anything. If someone disputes anything there should be no fine with it. For example, if someone has a traffic fine and disputed it to be incorrect, they still don't get fined or have to pay anything.
I need a response as in they fixed the billing issue and I no longer will be harassed with bill due notifications in via paper mail. No one has reached out to me about this after my final email that I sent to *************************** at Sentry Management back on July 18, 2024 which I also shared with the BBB.

Sincerely,

***********************
Business Response
Date: 08/21/2024
We apologize for the delay.
The account will be corrected. The board has agreed to dismiss/waive all fines, and a request was submitted 8/8 to make adjustments to the homeowner's ledger. At this time we are only pending accounting adjustments. We are confident that this matter will be completely resolved soon.
Customer Answer
Date: 08/21/2024

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:07/18/2024
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.
Over the past year I've been requesting a phone call regarding our association rights and problems on the property...I have never been able to have anyone call me back. It's regarding my safety in this community. They are our property manager for I was told till the builders released it for us to have our own say in whats being done here. They did a great job resolving our landscape issues but now there are pool issues with homeless people using the pool and the utilities in the bathroom. The locking system is not working and we were supposed to be allowed in only with a code now the gate is never closed and the fence is so low that homeless people are jumping over to use the facilities...it's very unsafe knowing that. I requested a call back several times and never received one and I feel this is very Unprofessional! They have addressed issues by emails In the past but at this point we need to have a Conversation and meeting to discuss how to Resolve this issue... Sincerely, *********************************
Business Response
Date: 08/02/2024
In reviewing this matter, we found that the Sentry team has been working with the board to determine a path to resolution. We apologize for any communication oversight, as it does take time to communicate with the decision makers for the community. We understand that information has been shared with the owners outlining the steps approved by the Board. We are hopeful that this matter will be successfully resolved very soon.
Customer Answer
Date: 08/02/2024

Complaint: 22009775

I am rejecting this response because We need to have a community meeting to discuss the safety Living here if you are continuing to manage us...

Sincerely,

*********************************
Business Response
Date: 08/07/2024
We appreciate your feedback and have shared your concerns with the Board for any further action.
Initial Complaint
Date:07/15/2024
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,************** ****************** ******************************************* Hello,I live at *************************************************************************, a property managed by Sentry Management. Most recently the roof was replaced, and since then the front downspout is plugged, most likely in the gutter, and during rains, water floods onto my front porch stoop.The water is so intense that it leaks through my front screen door, even when the screen window is closed.The deluge is not running of the front porch but migrating between the porch and building.There is also water intrusion into my basement, right back corner as you approach the rear wall of the condo, from the inside.This is most likely caused by another plugged downspout at the back portion of the condo, in the back deck area. I have called customer service at ************** and spoke to ****, but after investigating the circumstances, he referred me to maintenance at ******************. I have left a message but have not heard back. These leaks are not a minor issue, but if left unattended will cause further damage than necessary.I would appreciate feedback at your earliest convenience.History of complaint.Sentry Resale Team: ************, **** ******************************************* Main Operator Line ******************, redirected to ********************************************* *********** ************. *************************************** 6/3 - ****, ************, 6/17 - ****** ************ attempted account specialists. Ticket #******. Call back local office, *********** ************.6/24 - ************* ******** ************. Letter authorization signed attached ******************************************* 6/25 Gmail Ticket #******. *******************************************.7/9 - Columbus ************ forwarded to community care. HOA ************ *7/11 - Called ************** Transfer to local office ************ x ******, ******* Sentry ************* Services Manager will notified.
Business Response
Date: 07/23/2024
We are pleased to report after reviewing the matter that the homeowner has received communication and are informed of the plan of action. We anticipate resolution quickly if not already resolved.
Customer Answer
Date: 07/23/2024

Complaint: 21990893

I am rejecting this response because. The response states that work is still pending to resolve the matter, but it has not yet been completed. The response is satisfactory once theremediation's are made.

Sincerely,

Riseida Feliz
Business Response
Date: 07/24/2024
We appreciate the fact that these types of matters can be frustrating for homeowners. Oftentimes homeowners are not aware of the role we have in their community. We are not property managers, and do not fill that role. We work at the direction of the Board as they themselves are the decision makers for the community. We have fulfilled our obligation of informing the Board of this matter and taking action at their behest. We are considering this matter resolved in that we have communicated the Board's plan for resolution.
Customer Answer
Date: 07/29/2024

Complaint: 21990893

I am rejecting this response because:
Sentry Mgt has explained that they cannot provide a date for the remediation to be made. It was explained that they are putting on new roof, new siding, new downspouts which is part of a larger project. However, the issue is that the gutters are plugged and need to be unplugged along with the downspouts as necessary. Waiting an undefined timeframe for addressing a current urgent issue is not resolving the problem. This is particularly problematic since the cause of the issue was the new roofing company. Since they are on site, they should repair the damage they created
Sincerely,
Riseida Feliz
Business Response
Date: 08/07/2024
We understand the homeowner's frustration with the timeline for the resolution. As we have communicated to the homeowner, we have no control over that timeline. This issue is being worked on currently.
Customer Answer
Date: 08/07/2024

Complaint: 21990893

I am rejecting this response because:
As stated in the feedback from the condo management response, the repairs have not been made, and they do not have a timeline for it. How can any reasonable thinking person consider that an acceptable resolution?

Sincerely,

Riseida Feliz
Business Response
Date: 08/22/2024
An update was provided on 8/12 with all of the timeline information we have. We work hard to provide owners with information that directly affect them and their homes. We understand the frustration, but do not have the ability to do more than report what has been provided to us. We are not a property management company and do not manage the projects in the community.
We are hopeful that the matter will be resolved soon.
Customer Answer
Date: 08/27/2024

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.
The gutters and downspouts were replaced so plugging and runoff issues or correct it. It remains to be seen if the rear downspout drain pipe has sufficient flow to alleviate the basement water ingress issue.

Sincerely,

Riseida Feliz
Initial Complaint
Date:07/12/2024
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.
We pay a monthly HOA fee of approximately $100 a month. This fee includes lawn services and irrigation services. However, for at least two years my property has been without irrigation and there are numerous broken irrigation heads. I have sent numerous emails and I have been given nothing but excuses "we are working on it" - and yet nothing gets resolved. We watch our yard get dried up. Our yards was recently dug up by a cable company and they repaired it. I tried to water the lawn as much as I can but I walk with a cane and I have a bad hip and back. Worse yet, Sentry Management continues to send out the lawn company and they run lawn mowers over yards that have no grass and nothing to cut!!
Business Response
Date: 07/17/2024
We understand the frustration and hope some clarification will help.
Oftentimes homeowners don't fully understand our roll in their community. Sentry Management is honored to work at the direction of the association's board of directors. We are tasked with assisting the board of directors with the day to day administrative tasks association with managing a community. We do not have decision making authority and the actions taken by Sentry are at the board's direction.
Regarding lawn maintenance, the lawn maintenance in the community is performed as approved by the associations board of directors. Regarding irrigation, the board has authorized the hiring of a new irrigation vendor who is currently working on the system. They have submitted a proposal for necessary repairs, which is under board review. Once approved, the repairs will be contracted and completed according to the budget and available funds. We acknowledge your concerns about the state of your yard and other properties in the community. Please know that we are working diligently with the board to address these issues.
We hope this provides clarity and appreciate your patience.
Customer Answer
Date: 07/28/2024
Sentry Management makes the same statement every time: "We act on behalf of the *** Board..."
This is utter nonsense. They are the ones our community pays a significant fee to every month to manage our community.
The only time Sentry Management has to contact the *** Board is for approval of an expense. Otherwise, they are to take care of this community, which they have not.
You will see from the correspondence copies attached Sentry has been contacted by me for the past 18 months and will not take care of the irrigation issue and the grass in my yard is dying.
As to this lie about "the board is reviewing estimates for irrigation" - look at the email copy from a year ago. That's what they said a year ago.
I also filed a claim with the Missouri ************************* as 60% of my *** monthly fee is supposed to go to irrigation services, which I have not received, so they are contractually bound to refund those payments to me.
Sentry Management has also contractually failed to meet their duty for this community, my yard included, to provide irrigation services.
Regardless of their excuses, and their outright lies, Sentry Management refuses to act in good faith and take care of our community.
Customer Answer
Date: 07/29/2024
Date Sent: 7/28/2024 6:13:58 PM
Sentry Management makes the same statement every time: "We act on behalf of the *** Board..."
This is utter nonsense. They are the ones our community pays a significant fee to every month to manage our community.
The only time Sentry Management has to contact the *** Board is for approval of an expense. Otherwise, they are to take care of this community, which they have not.
You will see from the correspondence copies attached Sentry has been contacted by me for the past 18 months and will not take care of the irrigation issue and the grass in my yard is dying.
As to this lie about "the board is reviewing estimates for irrigation" - look at the email copy from a year ago. That's what they said a year ago.
I also filed a claim with the Missouri ************************* as 60% of my *** monthly fee is supposed to go to irrigation services, which I have not received, so they are contractually bound to refund those payments to me.
Sentry Management has also contractually failed to meet their duty for this community, my yard included, to provide irrigation services.
Regardless of their excuses, and their outright lies, Sentry Management refuses to act in good faith and take care of our community.
Business Response
Date: 08/02/2024
We are disheartened by this response, but will have to agree to disagree with a homeowner who is determined to rely on misinformation to form opinions.
We will continue to report all concerns to the board for any action, as was done in this case.
Customer Answer
Date: 08/07/2024

Complaint: 21979557

I am rejecting this response because:
Sentry Management claims this is "based upon opinions"?This is a nonsense, non-truth reply. That is the only type of response Sentry Management can ever, or will ever, provide. They never seek to help or resolve issues.
Sentry Management acts on behalf of the ****** at ************************. I cannot contact the *** direct myself. Sentry Management has been belligerent in their responses to me regarding a service I am owed, as a homeowner in the ****** at ******* by contract, and have not received for approximately 18 months. Translated: Sentry Management, as a representative of the *** and acting on behalf of the ***, has contractually failed to fulfill their duties for our community, the ****** at ********************. As a result, I have suffered financial loss, as well as great emotional distress. My financial loss is calculated as follows: I pay $92.75 per month per my contract to the ***. For 18 months that is $1669.50. Per communication last received from Sentry Management, 60% of the *** fees collected is distributed to irrigation,a contractual service I have not received for at least 18 months. Therefore,for 18 months, at 60% of $1669.50, I lost $1001.70. In addition, I have severe physical limitations. My spouse is disabled. My mother is 82. However, I purchased and have gone through 3 garden hoses in an attempt to save our grass.The problem: The outdoor faucet connection is on the middle of the wrong side of the house. This has complicated the watering process and destroyed garden hoses in the process. The cost of 3 garden hoses, as you will see in the documentation attached, is $169.97. In addition, I had a brand-new shrub die. The replacement cost is $45. I have attached a year's worth of unending communication attempts with Sentry Management. I'm given excuses every time. My total loss to date is $1216.67. This will continue to increase as there is no end in sight for the irrigation repairs to my yard. [And there is the increase in my water bill for the past 18 months that I have not added in.]
Sincerely,******************

Customer Answer
Date: 08/07/2024
I sent a reply and attachment this morning, August 7, 2024.
Sincerely,
********************************
Initial Complaint
Date:07/08/2024
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.
The interface Sentry management is using for payments is disjointed. There is a different account for and different set up needed for paying HOA fees vs other assessment dues. Although its all for the same address, no clarification of this is given to avoid their late fees. Now as a new home owner, I set up auto pay for HOA only to find out that other fees are due for the same address. However, those payments need to be made under a different account. Why?
Business Response
Date: 07/11/2024
We apologize for any confusion the homeowner is having. In reviewing this matter, we found that the owner has two separate properties and two separate addresses. We see communication with our CommunityCare Team about this matter, and the matter was resolved. To clarify, we only see the information for the assessment fee due for Crossing Master, which is an association we manage. We DO NOT, however, manager the *** sub association this homeowner needs to pay. We cannot help with payment to that management company. This is not entirely uncommon to have separate management companies for the master association and sub association. We hope this information helps. If there are further questions, our CommunityCare team is ready to assist at ********************************************
Initial Complaint
Date:07/08/2024
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.
Sentry Management has placed a lien on my property due to an ongoing 2 year or more nightmare or shall I say money ploy. Their resolution has been to make the lump sum payment or we're going to proceed to add more chaos to your life. The Admin. Asst. and the Sentry Board would rather take a consumer through H*** rather than rectify the matter with a reasonable resolution. I've accumulated over $1,800 worth of interest/late fees due to a discrepancy/unnecessary late fee charge back in November of 2020. Sentry says the payment was delivered to them later than the due date. However on personal bank statements, that have been copied and shared with Sentry, it shows the payment was withdrawn from my account on the correct payment date. I've gone back and forth with the **** and the Board for years, so finally in December of 2023, they offered a settlement to pay half of the fees which was ridiculous, unfair, and rejected. Why would I settle for that if I've paid my HOA fees ON TIME? Additionally, every single billing cycle moving forward to this day, I've been charged interest/late fees stemming from 2020, although monies are withdrawn from my account monthly and on the due date. I currently have a credit score of 782 and do not have issues with paying my bills. Lastly, I've gone through several different mental stages over the years due to the stress of the **** and the Board being so COLD and absolutely unwilling, almost reluctant to help especially when communicating with her via e-mail or phone. I've had to reach out to her on several occasions for a reply/feedback, even after dropping off bank statements. The latest information shared is that it's my bank's fault now, so since the settlement split rejection, they've refused to remove the lien and/or take any responsibility that their system may have caused the issue of the payment draft being late. FYI: My sprinkler system hasn't worked in over 3 or 4 years, however I guess that's my fault as well. FRUSTRATED!!!
Business Response
Date: 07/15/2024
We acknowledge that the homeowner is frustrated, however, they refused the generous offer of resolution put forth by the ***** of ********** The HOA ***** of ********* must make decisions based on the governing documents, which contain a collections policy. Sentry Management works at the direction of the ***** and is also charged with upholding the governing documents.
The suggested resolution of changing the pay date with the banking institution has been made and disregarded.
At this time there will be no further action taken regarding this matter until the account is paid in full.
Customer Answer
Date: 07/15/2024

Complaint: 21957729

I am rejecting this response because my payment was withdrawn from my bank account on time, before the due date and a 'generous" offer of paying half of a balance that I wasn't responsible for isn't considered helpful. Additionally, if they were able to remove half of the balance, it proves that they could have removed all of the interest/late fees. And also that they acknowledged there was fault on their behalf.

Sincerely,

***************************
Business Response
Date: 07/23/2024
Unfortunately, your community's governing documents to not recognize the date your bank debited funds as the payment date. Your payment date is the date funds are received by the **** This a widely accepted practice, and the resolution as proposed already is to simply adjust the payment date with your banking institution.
Customer Answer
Date: 07/25/2024

Complaint: 21957729

I am rejecting this response because: My bank institution has sent them proof (please see the attached document) that the payment in question was withdrawn my account on time.

Sincerely,

***************************
Customer Answer
Date: 07/25/2024
The discrepancy date is November 2020 when all of the interest/late fees began. As long as payments are received before the next month starts it's considered on time. For the past 14 years, I've made these payments at the end of each month. However in November of 2020 something happened and my payments were received late thereafter. Sentry Management is taking no accountability and blaming me and the bank institution for the late payments. Please see the attachment.
Business Response
Date: 08/02/2024
The late payments began months before November of 2020. This matter has been thoroughly reviewed and taken to the Board for action. Resolutions have been offered and subsequently rejected. The Board will take no further action. The owner remains responsible for bringing the account up to date.
Customer Answer
Date: 08/07/2024

Complaint: 21957729

I am rejecting this response because this is yet another excuse for Sentry to not take accountability for the actions they've taken. I'm going to move forward in finding a real estate lawyer. This appears to be the only way they will listen to me.

Sincerely,

***************************
Initial Complaint
Date:07/03/2024
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 have been trying to get in touch with Sentry Management for a week now about plans for an install for a pool. Sentry keeps assuring me that within ***** hours, I should receive information. It has now been 7 days. I called again today, day 7, and was told they will respond in ***** hours. As a homeowner, I have every right to have communication and access to my HOA. This HOA is nonexistent, and the most unprofessional company I have ever dealt with!
Business Response
Date: 07/15/2024
We apologize for the frustration and will work to understand the internal challenges creating this gap in communication.
We found that the homeowner has been contacted and the issue is resolved.
We appreciate the feedback and are looking forward to providing exceptional service moving forward.
Customer Answer
Date: 07/15/2024

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:07/01/2024
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 June 8th I discovered there was water intrusion into my Condo managed by Sentry Management. I reported the issue, they sent out a leak detection company who confirmed on 06/10 that it was water intrusion from outside. They are responsible for maintaining the buildings and ensuring they are weatherproof. They called a remediation company that did a detailed estimate. After that, Sentry did nothing but leave us with wet, moldy floors. They did get us an air scrubber and a dehumidifier but did not go forward with any of the remediation company's recommendations. We have remediated the issue by moving all of our belongings and having the flooring removed. Now they may or may not be sending someone to repair the extremely cracked foundation and slab, the person in question is a handyman who hasn't reached out as we were told he would. We are now living with damp, cement floors, no furniture, and over 90% of our home is unusable. We have been forced to spend 1000's of dollars and many, many hours dealing with this issue which could have been avoided if Sentry Management had resolved my request for gutters and drainage issues 3 years ago. They ignored my requests and my telling them there were drainage issues, and now my house is destroyed due to their willful negligence. This is not the first time I've been a victim of their inability to secure the structures, a little over a year ago another known issue caused water intrusion into my home, I had to pay to restore that as well with no reimbursement from them, they ignored the letters from my attorney so I am forced to go to court to get my money back on that issue and likely will be here. But I need the slab fixed, I cannot fix it as it is against the bylaws. I have also made them aware that there are cracks in the building outside that correspond with the cracks in the slab and there might be a foundation issue, no response.
Customer Answer
Date: 07/03/2024
Today a handyman came by to seal the cracks in the slab. He confirmed it's a foundation issue that is going to require the slab to be sealed, the outside as well to be sealed at the foundation and the footer as well as drainage installed to keep the water from pooling up to the point where it has no where to go but into the building. He will be submitting an estimate for the necessary work and reaching out to Sentry Management today. I realize the board has to approve the cost of the work, and that is out of the hands of Sentry Management, however, I've continually asked for them to have someone come out and look at the foundation issue of this for a month with zero response. The team that came out was to seal the cracks in the cement slab and to estimate to seal the slab, they were alerted to the foundation issue upon their arrival. Again, no one from Sentry management has bothered to come out and assess the situation at all, even though they are the ones who need to call in the experts to fix the issue. Unless this is common, due to the failure to maintain the buildings, I am not sure how they properly assess an issue they have not seen. I know the property manager has been to our community during this timeframe, but never came by to see what was happening here.
I would like to note, as we will be a month into this, and I have had to pay out of pocket to get to the point to even get this addressed as the serious issue it is, I do not want to continue to wait another month for them to repair the slab. This costs me additional money to store my furniture and disrupts my ability to work. I work from home, I am often on the phone for work and it's like working in a cave, it's very loud and uncomfortable.
Again, no one has addressed the fact this has cost me *****'s of dollars. If I had not removed the flooring, the slab would not be exposed. I would still be sitting here in puddles waiting for them to do nothing, meanwhile the foundation is shifting and more damage accumulates. I would like an explanation of why my concerns regarding the foundation were ignored. We can't just stick our heads in the sand, this can pose great danger if there is any structural decay.
Sentry Management and the Association cannot collect funds for services and then not perform the services. That begins to look like fraud. Money cannot be collected for upkeep on the buildings and then not used for that purpose and when the structures fail, try to push claims on insurance, that also begins to smell like insurance fraud.
I can promise this issue is not going away as much as they would like to stick their heads in the sand and ignore it. If I can't get explanations for this willful neglect, I will have to begin reporting these issues to the proper authorities for investigation on why we and 151 other unit owners pay each month and get stuck with bills for maintenance that should have been completed when asked, why our health, safety and property values are put at risk continually with complete and total disregard for the responsibilities the association and Sentry Management agreed to take on.

Customer Answer
Date: 07/10/2024
07/05/2024 another person the association hired came in and said that hydrostatic pressure was causing our issue. Essentially too much water under the slab and it has no where to go. But no word from Sentry, no word from the association. No idea if they are going to seal the slab which has been recommended by both their teams they've sent out. I would really like to know what is happening so I can make the plans necessary for work, for the storage pod (I have to pay for), for various gatherings that were planned to be at my house. They haven't bothered to respond to this complaint, so I won't hold my breath.
Business Response
Date: 07/15/2024
We understand the frustration during due process and are in receipt of the many email communications. The association Board of Directors is aware of the matter as well. The Sentry team has been focused on resolution since being made aware and have worked with no less than two different leak experts to determine the source.

Oftentimes homeowners are unaware of our role in their community. There is no negligence as suggested. We are not a property management company and are not responsible for the maintenance of the buildings. Sentry works diligently at the behest of the Board to assist in resolving challenges, by relying on experts to determine service needs once there is a report of an issue.
In reviewing the matter, we have determined that all of the findings and suggested actions have been communicated to the homeowner. The leak experts confirmed that the leak was not from any plumbing or irrigation. This is a case of naturally occurring hydrostatic pressure. We are sympathetic to the plight of the homeowner; however, this is not an HOA matter, and the responsibility is with the homeowner.
Customer Answer
Date: 07/15/2024

Complaint: 21928278

I am rejecting this response because: Both specialists that were sent to my home suggested the cement slab be sealed with something that would keep the water from coming into the house, they are basically saying I have to just live with water coming into my home forever with no solution. This is a condo, I cannot install the drainage that was suggested, I cannot seal the slab, or address the foundation concerns as it is a structural component of the building and for me to do this would be against the bylaws of the association. I understand Sentry does not authorize the repair and the board needs to do that, however they are the ones who we report issues to and coordinate between the vendors and the board, Sentry has it's own vendors they use to send out to us, but it's not their responsibility. They are the ones who have been coordinating everything since this whole issue has begun. Sentry advised me to do nothing to fix the floors or to move any of my belongings in because they wouldn't be able to do any of the repairs and my furniture would be in the way (all in those emails mentioned). They have sent zero response to me since July 3rd, with no direction at all, even after I had requested a follow up. They have not told me that I can begin fixing my floors, they have not told me I can bring my belongings back in, they have not advised of anything. This response is the first time I am hearing anything from them regarding my issue, and they waited until the very last day for them to respond to this complaint, that should tell anyone reading this how they conduct themselves.
By the way, the remediation company, that Sentry sent out, still has equipment here, that is being charged to the association. Someone might want to get that picked up.
I would like to know if this response is Sentry telling me that the *** is refusing to follow the recommendations to seal the slab and fix the drainage and that they are planning no further action on this matter, because I cannot get any other communication from them, my emails have not been answered.

Sincerely,

*********************************
Customer Answer
Date: 07/17/2024
I want to add that the negligence comes in by them ignoring issues raised about water accumulating during rainfall. They were made aware of this 3 years ago. Requests for gutters were also made to help alleviate that issue. None of those issues or requests were ever even investigated. I was told, by Sentry Management, that gutters would be installed when the roofs were upgraded. The roofs were upgraded 7 months ago, still no gutters. Hydrostatic pressure does naturally occur, because rain naturally occurs, but saying it's on the oneness of the unit owner is as ridiculous as saying rain coming through the roof would be naturally occurring event. The building is supposed to be weather proof.

I have attached two articles that clearly state how excess water accumulation caused by poor drainage and lack of water diversion can lead to this exact problem. The building has been here for over 30 years, with gutters, then the gutters were removed and a few years later there's an issue. It is *******, we get great quantities of rain in short periods of time. Drainage is a major concern and one that should be taken seriously.
The articles also recommend the same thing that Dynasty Home Repairs, which Sentry hired, recommended to stop the problem from happening. Sentry Management is our source to report issues to. I have a new leak in my ceiling, we had to call Sentry Management to report the issue, so I am not sure why they are now saying it is not their responsibility. I understand the board needs to approve the repairs, I get that, but if my issues are not supposed to be reported to Sentry Management, then why is it their website the one where work orders are requested? Why do we have to call their phone number to report after hour emergencies? Why do I have emails between myself and Sentry management discussing repair issues in the past?
What happened to my reporting of the drainage issues 3 years ago? Did they even get to the board? No one ever came out to even look, so someone is negligent. The problem is obviously worse, because that is what excess water does, it cause erosion, more soil is removed, it changes the grade outside, letting more water seep under the building until there is nowhere else for it to go, causing hydrostatic pressure.
I also want to emphasize the person who inspected the slab did not look outside at all where other companies did. He didn't look at the cracks in the building either, which can also be a water source, not the ones by the window, but the ones in the cement block with the ants marching up into them (a sign of water).
I do not have a dirt floor, there is a concrete slab that is a foundational structure, one I cannot repair. It supports walls that hold the upstairs unit up. I cannot make repairs to it. I cannot authorize repairs to the drainage, nor can I put gutters up. All of these things are outside my ability to fix, therefore they fall to the association to fix. My financial losses due to this issue and the prior water intrusion can be resolved through other means, but the issue of repair to waterproof this building needs to be addressed.
I am sure that Sentry has advised the Clearwater office not to respond to me any further regarding this matter, because I have not heard a word. I get that they do not like me, they do not have to like me, but they cannot neglect my issues and refuse to follow up because they do not like me. They have not even bothered to tell me they are not doing anything further, besides their BBB response. I would hope they could be mature enough to handle their position appropriately and communicate to the residents who have hired their services, even if they are just saying they are doing nothing further and I will have to access different avenues to push for the drainage issues to be addressed.
Business Response
Date: 08/02/2024
In reviewing any recent communication, we found that the homeowner received another detailed communication from her Sentry Team. It clearly states that no further action will be taken by the Board/association.
Again, we understand your frustration, but the association did take all steps necessary to uncover the source of the problem. Unfortunately resolution falls under the responsibility of the homeowner.
Customer Answer
Date: 08/02/2024
Please note the date on the "response" was July 25, 2024. The email is attached. It was only in response to my noting there had been no response through this process. Again, Sentry does not explain the process or who is to be contacted when repairs are necessary. They said previously they are not the ones who handle that, though with the newest water leak, from the roof, I called them, as that is the explained process. Once the leak was determined to be from the roof, Sentry told the leak detection company to send them the invoice, again, completely contradicting their prior claim that they hold no responsibility to manage these issues. I am dealing directly with one of their employees regarding the leak roof leak issue.

As I have stated before, I know the board makes the decision whether or not to make repairs, and sometimes legal action needs to be taken when they refuse, however that does not erase the incredibly poor service from Sentry and their lack of communication through this process. I am sure Sentry cannot produce a more timely response between the dates of July 3rd and July 25th, because there are none, they left me hanging for ****************************************************************************** to the house on July 2, see attached email. It's rather convenient that they did not respond to me until I was forced to pay for a second month of the storage pod, I doubt that was a coincidence.
As is obvious by the email communication, they were managing it, they were sending people out to the house to examine the issues and to repair the cracks in the slab, they called out IFindLeaks 2x, they called out Florida's Elite Restoration, they called out Dynasty and they called out *******************, they were the point of communication, and they were the ones advising me on how to handle the situation and they were the ones who ignored my email requests for updates.
Customer Answer
Date: 08/05/2024

Complaint: 21928278

I am rejecting this response because:
Please note the date on the "response" was July 25, 2024. The email is attached. It was only in response to my noting there had been no response through this process. Again, Sentry does not explain the process or who is to be contacted when repairs are necessary. They said previously they are not the ones who handle that, though with the newest water leak, from the roof, I called them, as that is the explained process. Once the leak was determined to be from the roof, Sentry told the leak detection company to send them the invoice, again, completely contradicting their prior claim that they hold no responsibility to manage these issues. I am dealing directly with one of their employees regarding the leak roof leak issue.

As I have stated before, I know the board makes the decision whether or not to make repairs, and sometimes legal action needs to be taken when they refuse, however that does not erase the incredibly poor service from Sentry and their lack of communication through this process. I am sure Sentry cannot produce a more timely response between the dates of July 3rd and July 25th, because there are none, they left me hanging for ****************************************************************************** to the house on July 2, see attached email. It's rather convenient that they did not respond to me until I was forced to pay for a second month of the storage pod, I doubt that was a coincidence.
As is obvious by the email communication, they were managing it, they were sending people out to the house to examine the issues and to repair the cracks in the slab, they called out IFindLeaks 2x, they called out Florida's Elite Restoration, they called out Dynasty and they called out *******************, they were the point of communication, and they were the ones advising me on how to handle the situation and they were the ones who ignored my email requests for updates.

Sincerely,

*********************************
Business Response
Date: 08/21/2024
We do understand the frustration and have empathy for this owner.

The Association is operating based on the following facts:

The process for the roof and the slab leaks is the same. Priority - Determine the source.
The party responsible is not the same. The Association Covenants define the responsibilities of Association and of the homeowner.
The vendors were sent out to determine the source of the moisture, and to dry it out.
The coordination and availability of these vendors takes time and is dependent on their schedules.
Based on the results of the vendor's work the determination of the Associations and the homeowners responsibility was made.
The roof is the Associations responsibility and is handled under warranty with the roofing company (Dynamic) that just did the install.
The slab was caused by hydrostatic pressure and beyond filling the tiny cracks, the responsibility is in the proper installation of the homeowners choice of flooring.
The Association has covered the cost of those vendors.

Sentry Management is unable to assist further.

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