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.

If you've experienced an issue

Submit a Complaint

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:06/20/2024
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.
Paid past due balance of $1000.00 CASH on 6.10. I have been attempting to reach someone at Sentry Management Since 6.14 to inquire why payment has not posted to my HOA account. Business listed at ****************************************************, when I went by the address there is a note in the door "Coming Soon". Was advise via multiple emails that community director *********************** would be in touch with me. I have not received email, or return call from ****** In addition, *********************** is not listed on the extenion list for business at **************.
Business Response
Date: 06/27/2024
We apologize for any less than positive experiences. In reviewing the matter we found that it has been resolved. Thank you for your patience as we worked through the process.
Customer Answer
Date: 06/27/2024

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.

Sincerely,

*******************************
Initial Complaint
Date:06/13/2024
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 31 May, I could not enter my building because there was no power to the entrance fob. I tried to called Sentry to find a solution. They have continued to give me the standard "we'll check on it" answer and would NOT allow be to communicate with someone in charge. I am concerned that if this issue happens again and someone upstairs was not capable of helping themselves, it could be hazardous.
Business Response
Date: 06/27/2024
We apologize for this experience and appreciate the opportunity to assist with resolution. In reviewing the matter, we found that there is both a realized temporary solution and a permanent solution in progress.
Initial Complaint
Date:06/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been receiving requests from Sentry for payment for a non-compliance issue which has been closed since April 12, 2024 & January 30, 2024.We have made several calls, voice messages and emails to their office for someone to look into this matter. Messages have been left with individuals who had answered the phones at some point. However our calls, emails and requests to have a manager look into the situation, are to no avail.The charges keep accumulating.Re the discoloration of driveway accusation, we have sent copies of emails received from Sentry as proof of the issue being resolved, and that the matter needs no further attention from us. We have also sent certified mail with attachments of some correspondences to & from Sentry showing that the issue had been addressed and photos submitted.However the charges still keep accumulating.We are requesting assistance with this matter get immediate attention and ultimately being resolved. Please assist and advise.Regards,
Business Response
Date: 06/26/2024
We appreciate the feedback and understand the frustration.
We work at the direction of the ***** of ********* and follow the governing documents. We do not have authority to do otherwise.
We have shared your concerns with The Village Crossing *****, and they are looking at ways to reduce the fees. There will be communication on the matter sent from the ***** to all homeowners shortly.

Customer Answer
Date: 06/28/2024

Complaint: 21837865

I am rejecting this response because: we have been waiting on a response from the Board since April 2024.
We are receiving several increased demands for payments. Each week $100 is being added for a fine and another $15 being charged monthly for interests.
This needs reconciling.

Sincerely,

*************************
Business Response
Date: 07/03/2024
We apologize for the frustration. Oftentimes property owners do not understand the role we have in their community. We are not the **** and have no authority over your association. We work diligently for all owners as we work at the Board's direction. As mentioned previously, the Board is aware of the concern and has indicated that communication is forthcoming.
Customer Answer
Date: 07/16/2024

Complaint: 21837865

I am rejecting this response because: we're constantly being bill $100 each week since April 2024 plus $15 interest/ late fee, each time. This is extremely overbearing and getting ridiculous.

Sincerely,

*************************
Initial Complaint
Date:06/10/2024
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.
My initial call to Sentry on Monday, June 10, 2024, was to confirm that they received communication from the attorney group that our community had properly communicated that we cleared up a pressing matter on Friday, May 18, 2024. As we know, mail is being delivered slowly, and we have not received any further communication. I got a representative on the line who said she needed to transfer me to a different department. When I typed this complaint, I was on hold for 3 hours, 12 minutes, and counting. (I will update you when & if they answer the phone). I know Sentry manages properties throughout *****************, but to be on hold this length of time is disgraceful. It shows the company does not care about the residents or their time, they are only available to impose fines and collect money.
Business Response
Date: 06/21/2024
In reviewing this matter we found that an internal phone system challenge caused a delay and extreme hold time for this homeowner. We understand that the matter has been resolved but welcome a conversation if desired. Please reach out to ******************************************** with contact information and convenient timeframe and someone from our Customer Experience team will be happy to reach out.
Initial Complaint
Date:06/05/2024
Type:Sales and Advertising 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 got behind on payments. When I tried to access my account it was blocked. Had no warnings at all. I tried emailing my community manager no response. Tried calling them no response. They finally responded and said my account was unblocked. I log in still blocked. My community manger lies a lot. I would not be surprised if she lied about the issue I had with my deck. I really do not trust my community manager. I do not know who to trust
Business Response
Date: 06/21/2024
We take exception to the allegations in this complaint.
This account was transferred to the attorney on 5/15/24, based on the policy in the governing documents. The homeowner was behind in payments despite monthly reminder statements being sent from 12/6/22 5/13/24.
Once the account is transferred to the attorney the account is locked and ******************** has no access to current ledger information.
Once this action is taken, the owner is instructed to contact the attorney directly.
Customer Answer
Date: 06/21/2024

Complaint: 21808790

I am rejecting this response because:
Lying as usual (not surprised). I got no text enail or phone call. Also, during that time frame i got injured at work. I guess they only care about themselves.
Sincerely,

***************************
Business Response
Date: 07/10/2024
We understand the frustration, but this matter is out of our hands. Oftentimes homeowners do not understand the role Sentry Management has in their community. We work at the direction of the ***** of ********* and adhere to the governing documents as we assist the ***** with the day-to-day administrative functions of managing a community. We have no authority to do anything other than what is dictated in the governing documents and any direction provided by the *****.
In this case we are not able to provide information on the account, as it is with an attorney/collection agency. We are not a collection agency, and do not function as such. The homeowner must direct all communication about this matter to the attorney for resolution. The attorney will bring any information provided to the board for action.
Customer Answer
Date: 07/10/2024

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:06/04/2024
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 have paid my hoa annual dues and yet have not had access to the pool as the key fob does not work. i have reached out to sentry multiple times but not received a new functioning key fob. i have called them and sent multiple email requests as evident by the uploads. please help me get a functioning key fob. we couldn't access the pool last year and its already june 4 and have not yet gotten into the pool because sentry is not responding to my emails for a functioning keyfob.
Business Response
Date: 06/21/2024
In reviewing this matter we found that the concerns were resolved after communication with the Community Manager on June 10th. We look forward to providing exceptional service moving forward!
Customer Answer
Date: 06/21/2024

Complaint: 21800803

I am rejecting this response because: it is not resolved. i do not have a functioning key fob to access the pool. i have not received any correspondence from sentry. i am unable to access the pool. i have contacted sentry and have not received any resoluation to my request. i have paid my *************** and am unable to use the pool due to the nonfunctioning key fob.
please have the company either: refund my hoa due
or provide a functioning keyfob.
thank you

Sincerely,

***************************
Customer Answer
Date: 06/21/2024
this issue has not resolved. i have been at this neighborhood since 2021 and the key fob has not been working since last year when we received it. then the pool was closed last summer. now the pool is open and i cannot access it because sentry hasn't sent me a functioning working keyfob to access the pool. i have attached my request and i have not received any reply.
i would like a refund on my hoa dues
or please send a functioning keyfob now so i can use the pool. it is june 20 and i have yet gone to the pool because sentry has not given me a working keyfob even though they have my money. thank you
please help me get this issue resolved

Business Response
Date: 06/27/2024
We sincerely apologize for the delay. We understand that the access fob was sent out this week with tracking to ensure delivery.
Initial Complaint
Date:06/01/2024
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.
Sentry Management, our condominium management company, will not respond to my repeated phone calls for information. I personally delivered to their office an ARC packet containing pictures, drawings and materials to be used for installation of new condo high impact windows. It was submitted in April. Despite repeated calls to Sentry as to the status of the packet,including calls to our on-site manager, I hear nothing. Am anxious to have the windows installed before hurricane season--which we are now in. The window company cannot start building the windows until they receive an OK from Sentry. Am more concerned than normal because last year a similar ARC packet was lost at the Sentry office. It had to be replicated and submitted at great stress to me. How can a management be so careless and indifferent to those who pay their salaries? I need to hear from someone who can speak to my issue. Thank you.
Customer Answer
Date: 06/17/2024
Today is June 17, I have not received HOA approval for the minor change requested the first week in May. Several emails have come from Sentry Management recently requesting more documentation. Some docs. requested were included in the May packet of materials I hand delivered to the Sentry Office. Some requests are new. I will send new requested information today. Naturally wondering where the packet is.
Business Response
Date: 06/21/2024
In reviewing this matter we found that the approval from the ***** was obtained and provided to the homeowner in the first week of June. We apologize for the delay. Because we work at the direction of the Board, it can take some time to obtain these approvals.
Customer Answer
Date: 06/25/2024

Complaint: 21790167

I am rejecting this response because:
Date Sent: 6/17/2024 2:49:54 PM
Today is June 17, I have not received HOA approval for the minor change requested the first week in May. Several emails have come from Sentry Management recently requesting more documentation. Some docs. requested were included in the May packet of materials I hand delivered to the Sentry Office. Some requests are new. I will send new requested information today. Naturally wondering where the packet is.

Sincerely,

*******************************
Business Response
Date: 07/03/2024
Because your community has a multi-step approval process, the communication can be delayed. We understood that the approval was granted y the Serendipity Committe, but the Master at ********************** still needs to approve as well. We have records that the final approval was obtained on 6/17, and the information was provided to you directly from the ******************* We are hopeful that this matter is resolved.
Initial Complaint
Date:05/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am the *** for ********************************, and one of trustees for the trust that owns the property in question.. She lived at ************************************************************ until moving to ************ and we sold the house on February 16, 2024. On March 3rd, 2024, Sentry Management charged my mother's **** card $459.61, including a ClickPay fee. I have been seeking a refund for that charge ever since. Sentry asked for several forms which were provided, and even once sent a letter stating they did not charge after the sale of the home after the sale of her home, with an attachment showing that the charge was made. The latest attempt to keep the money is by asking for a form that doesn't exist, the "Settlement Statement". My real estate attorney doesn't use that, but Sentry wants it anyway (really they want to keep the money). I called again a couple of weeks ago, and was finally able to convince them to send a refund check. When I called back today, conveniently the representative didn't make any notes in the system, so they're back to telling themselves that they need the settlement statement. We have sent them the Statement of Sale and offered the deed, but they still insist on the settlement statement. Sentry does not need that information to realize that my mother should not have been charged, and they're perfectly fine without the form, and keeping the money. They are aware of the new owner and are charging her already, and possibly double dipping for the money they are keeping from my mother.
Business Response
Date: 06/10/2024
We understand that this former homeowner (seller) is asking for a refund of their credit card payment that was received on 3/5/24, as they feel they were not responsible for this assessment since it was after their closing occurred. Our office processed the resale demand letter on 3/1/24, but at the time we were not aware that the closing had already occurred.

The resale demand disclosed a balance for their March assessment in the amount of $443.00 to be collected from the seller at closing, which is the amount of the payment that the seller submitted on 3/5/24. We have not received any additional funds following the closing, therefore we do not have an overpayment to refund back to the seller.We have asked multiple times for the settlement statement, and the seller keeps saying that one does not exist. Its possible that this is true, and if that is the case, then the seller will need to go back to their closing agent and help us understand what funds were supposed to be sent to the *** following this closing because none were received. We understand the seller doesnt feel that they are responsible for this payment since they closed prior to the resale demand requesting the balance, however, this was not known at that time and that is why we need additional financial information from the closing to know what took place.

At this point, since the *** did not receive any closing funds, there is no overpayment to refund and instead, this is a matter between the buyer and seller. The information we have is that we did not receive any closing funds as requested on the resale demand, and we do not have any documentation to show which parties paid any amounts at closing. If we can either receive a closing statement to show the funds collected at closing, or if we can receive the buyers authorization to ***** this refund, then we can absolutely do so. We just cant put the association in the middle of this transaction without the proper authorization.
Initial Complaint
Date:05/22/2024
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 multiple attempts, I have reached to Jennifer B********* to reslove issue that has been reported to her (see attached PDF file). Despite several follow ups, I've never received an update nor my drainage issue has been resolove. Lack of communication, follow up, and disregard of my issue is unacceptable.
Business Response
Date: 06/10/2024
This owner resides within a Homeowner Association managed by
Sentry Management. Our responsibility as the management company is to carry out
orders from the Board of Directors within this association. We act as a
provider to the homeowner association and do not have jurisdiction or authority
to provide a service billable to the association without the Board of Directors
consent.

This particular issue involving Mr. ********** residing at
**** ******* *** ** ************* ** ***** was brought to the attention of the
management company on March 31, 2024. He sent an email with a complaint
regarding a small amount of standing water on his property. When this issue was
brought to our attention it was also mentioned that he first contacted the
developer to try and go back on the developer (Elite Homes) for the ground not
being leveled correctly during construction. According to the owner he had been
in contact with Elite for 6 months prior to this email to the management
company involving the Homeowners Association.

Once Sentry Management received the email we responded and
reached out to Elite to help explain why they thought this should be an HOA
issue vs the developer issue. There were many emails exchanged between Sentry and the developers regarding his particular property but no details were
provided.

Mr. ********** then filed this BBB complaint as well as this
attorney general complaint. Once we reached out to the developer and informed
them we received these complaints and needed additional information in order
to address them, they jumped into action and provided us with the history.

The management company and the Board of Directors for Shakes
Run just received the history and additional information showing it is in fact
HOA owned property. The association has the intention of making the
necessary changes or repairs, however additional time to meet with contractors
and discuss possible solutions.

We fully understand that Mr. ********** has been dealing with
this issue for almost a year and is incredibly frustrated however the
association only realized this was their issue last Friday May 31st 2024.

We would appreciate providing the association some
additional time to come to an agreeable resolution.
Customer Answer
Date: 06/10/2024

Complaint: ********

I am rejecting this response because of lack and delay of communication between developer and HOA. Before filing a complaint, it was four weeks since I’ve heard back from Jennifer and HOA. Communication needs to improve and this issue resolved. For the record, it was not small amount of water. Jennifer came and took the pictures and pictures were also provided on multiple occasions to Jennifer. Once this issue is addressed to my satisfaction I will consider to accept the response from Sentry My expectation is to be kept in the loop on a weekly basis regarding this issue until it is resolved to my satisfaction.

Sincerely,

**** **********
Business Response
Date: 06/11/2024
We understand your frustration, and because we are not the HOA, and instead work at the direction of the Board, we have no authority in this matter. We will continue to share your concerns with the Board for action.
Initial Complaint
Date:05/22/2024
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 sold my property on 4/12/24 in a community that is managed by Sentry Management. At closing there was a $500 credit owed to myself due to Sentry Management sending the wrong information to the title company to collect from the buyer. On 4/12/24 I was told in writing by Sentry Management that I would receive the check in the mail within 2 weeks. The check would be mailed to my primary address. It was now been 40 days and I have not received the check. After numerous phone calls being told the check had been requested/mailed/approved and just to be patient there is still no check. This includes being put on hold to talk to a manager and after waiting for an hour I was disconnected. Sentry Management has presented no solutions to this problem and are holding to the money.
Business Response
Date: 05/24/2024
We absolutely understand the frustration this matter caused and are pleased to know that it has been resolved. There are situations at the Association level that can cause these types of delays. We are disappointed that it took a ****** Review to involve the *************************** but appreciate the opportunity to allow our Customer Experience team to take the lead in resolution. We sincerely apologize for the less than positive experience and look forward to providing exception service moving forward.
Customer Answer
Date: 05/24/2024

Complaint: 21745457

I am rejecting this response because:
Your explanation of the situation is not what actually happened.
I spent 40 days of emailing and speaking directly with Sentry Management customer service department. I was also told in writing on 4/12/24 by the Sentry Management customer service team that we would receive the check within 2 weeks. I was then told multiple times the check had been submitted, approved, and even mailed. None of this was true. I had to report Sentry Management to BBB, threaten to get an attorney, get the media involved, and send an email to the executive team at Sentry Management to get a response from you. After all of that I finally received a response and the money was returned today.
There was no ****** Review to get customer service involved.
In my last email to you I wrote "The complete lack of customer service, transparency, honesty and lack of resolution is unacceptable". Although I appreciate you finally returning my money this response further proofs my point.

Sincerely,

***************************
Business Response
Date: 05/29/2024
We appreciate your point of view, and are happy this has been resolved.

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