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.

  8425 Keystone Crossing STE 108 Indianapolis, IN 46240-4322

  
• 

  Sentry Management Inc

  9666 Olive Blvd STE 116 Saint Louis, MO 63132-3012

  
• 

  Sentry Management, Inc.

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

  
• 

  Sentry Management

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

  

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:07/10/2025

  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.

  Formal Request for Refund - April 5, 2025As current president of the ********* I contacted Sentry Management regarding potential termination of our contract due to concerns over performance and compliance. I was informed that we must provide 60 days for Sentry to resolve the issues.April 16, *************************************************************** response to our inquiry. This email was later rejected by Sentry as not meeting the requirements for resolving the breach.April 19, 2025 A formal breach of contract notice was sent to Sentry Management. April 29, 2025 Sentry responded requesting clarification.May 7, 2025 I responded in good faith with additional clarification. No further communication was received from Sentry for the remainder of the 60-day cure period.June 17, 2025 (11:30 PM) An official termination notice was sent to Sentry for failure to cure the breach within the required period. 60 day cure period ended June 18, 2025.June 24, 2025 Sentry claimed no breach had occurred.Sentry referenced an email from our former board president as part of their defense. This email was received after the 60-day cure period expired (June *******) and emails from our previous president had already been deemed unacceptable in April by Sentry.June 25, 2025 Sentry sent a certified letter announcing their resignation as the management company. This resignation constitutes a unilateral termination by Sentry, further confirming the breakdown of the contractual relationship. Request for Refunds and Waiver of Improper Charges Based on the above:Refund for Missed Quarterly Meetings$2,250Sentry did not deliver the required quarterly meetings under the contract. These undelivered services must be refunded immediately.Early Termination Fee$2,205- Tierra ****** will not pay this fee. The *** provided just cause for termination due to Sentry's breach. Furthermore, Sentry unilaterally resigned from the contract on June 25, 2025, voiding any claim to this fee.

  Business Response

  Date: 07/23/2025

  After a thorough review, the early termination fee refund and attached letter has been mailed out via certified mail. We feel this is a fair and equitable resolution, and wish this association all the best moving forward.

  Customer Answer

  Date: 07/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of the early termination fee being refunded is satisfactory. As of today the check has not been received. However Sentry stated is is sent via certified mail so this resolution is satisfactory to me if we receive the refund.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/07/2025

  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 represent a seller for a unit that is managed by Sentry Management in *******. Per Arizona Law ARS *******, the *** is required to forward documentation to the buyer/title company within 10-days of receipt of *** demand. Original demand was sent by the title company on 6/13/25, again on 7/3/25 and again on 7/7/25. Sentry Management is in violation of Arizona law and has put the seller of the unit in breach of contract by their lack of action. Emails do not get responded to and voice messages are not returned by anyone at Sentry Management. The original demand was sent through the Sentry website confirmation #E5ZMIMQE, reordered with the *** confirmation #H44M4VXW and reordered again 3rd confirmation #**VHN1AS.

  Business Response

  Date: 07/19/2025

  We understand the frustration this matter caused. After a thorough internal review, we identified a system error that has since been corrected.
  
  Of the 5 orders placed for the homeowner documents, 2 were affected by our system glitch. One of those two affected was delivered outside of statutory requirements. The other 4 orders were delivered as ordered.
  
  We apologize for the delay for the order most affected and can provide reassurance that we have corrected the software issue identified.
  

  Customer Answer

  Date: 07/21/2025

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

• Initial Complaint

  Date:07/02/2025

  Type:Order 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 was hired by ****** Private Residences to maintain and manage our condo property. They were fired and a new company started on May 1, 2025. Sentry collected our *** **** for May, if we were on autopay. Mine were paid through autopay through their portal. They took May's payments from those of us that were on autopay, and we were told from the new management co, Green Acres, that Sentry had a 60-day ***** period to pay back this money. The 60 days were up on June 30, 2025, and they have neglected to credit the money that we paid back to us. They neglected to make any positive changes while they were here. In fact, they did more harm to our property and the CAM ******** *** ******* was paid very well and wasn't even here on a daily basis. Her Cam license should be revoked. She was a very unsuccessful manager, and they have stolen our money.

  Business Response

  Date: 07/17/2025

  Thank you for your submission.  The President of Sentry Management has been trying to resolve this for the last several weeks.  He has been working with the new management company and the association's attorney to try and get everything resolved.  This week, the association's attorney offered to have a meeting to which we have made ourselves available, and we are simply waiting to hear from the board members so that all outstanding matters can be resolved and records sent.  Our team has been answering any question the new management company has sent to try and help the transition process.  We are ready to close out and send information as soon as a few pieces of information can be resolved.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23549676
  
  I am rejecting this response because the owners that have paid their HOA fees to Sentry in the Month of May and their overpayments have not been reimbursed yet. I will not be satisfied with this response until my account balance reflects that payment, which needs to be reimbursed. WE have been monitoring this and the New Management company states that they had to pass it on to our legal *** as Sentry was NOT cooperating. They had until the end of June., 60 days, to give us back our payments. So as for you have been working for weeks, I know that is untrue. We should not have to get our lawyer involved, had you paid us back our money, as promised, within the 60-day transition, which was from May- June 30. You have failed to comply. IN essence, since you have not complied and we had to get the legal ***** involved, I will not close this complaint. 
  
  Sincerely,
  
  ********** ***** (formerly *****)

  Business Response

  Date: 07/23/2025

  We will respectfully point out that the complainant is not privy to the details of this matter and will reiterate that we are working with legal counsel to resolve.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company appears to have credited the overpayment to us. 
  
  Sincerely,
  
  ********** ***** (formerly *****)

• Initial Complaint

  Date:07/02/2025

  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.

  This company was fired 5/1 from managing our community. They had 60 days to legally turn over all funds to our new management company. Its now past that and they so far have not done so. Many paid the May dues to this company which needed to be transferred. They also overcharged us for each month this year and everyone is owned a credit. Personally Im owed $63.24.

  Business Response

  Date: 07/17/2025

  Thank you for your submission.  The President of Sentry Management has been trying to resolve this for the last several weeks.  He has been working with the new management company and the association's attorney to try and get everything resolved.  This week, the association's attorney offered to have a meeting to which we have made ourselves available, and we are simply waiting to hear from the board members so that all outstanding matters can be resolved and records sent.  Our team has been answering any question the new management company has sent to try and help the transition process.  We are ready to close out and send information as soon as a few pieces of information can be resolved.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23547342
  
  I am rejecting this response because:

   

  its nothing but lies. They legally had 60 days from may 1 to turn over all funds they owed 384 owners in my complex. Our new management company has said they have not responded. In addition it was discovered the property manager did not pay many invoices that she was supposed to. We should be getting refunded all of what was paid to sentry because they and the property managers did not do what they were paid to do.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/23/2025

  We will respectfully point out that the complainant is not privy to the details of this matter and will reiterate that we are working with legal counsel to resolve.

  Customer Answer

  Date: 07/24/2025

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

• Initial Complaint

  Date:06/27/2025

  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.

  Prolonged obstruction and unresolved repair: Asphalt repair in front of my townhome has remained incomplete since April 2025, leaving my unit completely obstructed.- No other townhome in the community has been similarly impacted.Lack of proactive communication: No communication was provided for over a month after disruption of parking began. All updates have only come after repeated resident follow-ups.Unprofessional and dismissive behavior by Community Manager (******* *******):She stated that further back-and-forth will not be productive, effectively cutting off communication. Frequently uses flippant, passive, or dismissive language in addressing legitimate concerns. She has failed to offer any temporary solution, contingency plan, or explore alternate vendors despite ongoing delays.Management inaction and silence: Lillians direct manager, Ms. ****** *********, has been copied on all communications but has never responded. Indicates a lack of oversight or accountability from ************* resolution following executive escalation: Concern was escalated to President ******* **** and VP of HR ****** ****** in early June 2025. Since then, only another passive message from ******* received with no resolution, timeline, or meaningful action.Growing safety hazard: The area in front of the townhome is now buckling and deteriorating, posing a potential liability and safety issue.Pattern of poor service reflected in public feedback: My concerns are echoed by multiple neighbors. Public reviews reflect a broader pattern of unresponsiveness, lack of professionalism, and mismanagement at Sentry Management specifically ******* *******.

  Business Response

  Date: 07/19/2025

  After reviewing the matter we found that this was handled appropriately by the Sentry Team.

  
  As of July 7th, the issue has been fully resolved.
  
  Its important to clarify that the space affected was a visitor parking space and not an assigned spot. Although a portion of the assigned space adjacent to it was disturbed during the process, that space remained accessible throughout. While I understand this situation may have been frustrating, I want to assure you that all actions taken were within reasonable timeframes based on the availability of vendors, board approvals and necessary drying periods.
  
  Below is a summary of the timeline and efforts made to address the issue:
  
  April 23: A work order was entered due to water surfacing in the parking lot. ServicePro was dispatched the same day but was unable to locate the exact source of the leak. They recommended an exploratory dig, quoted at $3,330.
  
  April 29: The board approved the proposal, and the exploratory dig was scheduled for May 6 at 10:00 AM. The plumbing repair was completed the following week, and we were advised to allow the area to fully dry before proceeding with asphalt repair, which typically requires 23 weeks. Unfortunately, consistent rain during this period delayed both the drying process and the repair work.
  
  May 2: A mass email was sent to all Cedar Mill Townhome residents notifying them of the scheduled water shut-off and repair on May 6.
  
  During the drying period, we obtained a quote from Pothole Heroes for the asphalt repair. The estimate was presented to the board on June 1, approved on June 17, and the repair was scheduled for July 7. Vendor backlogs during this time contributed to additional delays.
  
  June 25: I was notified of the July 7 repair date and immediately updated the *********************************** Calendar and sent out a mass email notifying residents of the event.

• Initial Complaint

  Date:06/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in October 2022 in the latter part of November 2022 my association fee was $265.00 when I closed. I received a letter that I was late and that my association fees were past due. I called the Property H313432**35**32313330H firm and didn&#**;t get a call back. So then I continued trying to reach them unsuccessfully. In Feb 2023 I finally reached them to discuss why my fees had increased. My fees are continuously increasing every month. I was never informed of a Reserve Assessment. I contacted my Lender and was informed they weren&#**;t aware of any fee above $265.00. I was told that the emergency fee would go down in January 2025 and I would go back to my original payment of $265.00. As of today June 11, 2025 my association fees $506.00 and I am also being charged a reserve fee for $265.17. On May 30, 2025 alien was placed on my property

  Business Response

  Date: 06/25/2025

  Sometimes homeowners are not aware of our role in their community. Some clarification may help in this matter.

  We are not the **** nor are we property managers. We are hired by the association board of directors to assist them with the day-to-day administrative functions of managing their community. We have no authority in association matters, nor do we receive any payments from homeowners.

  The grievances raised in this complaint are all association matters, and the process and explanation have been provided to the homeowner previously.

  Increased assessments, special assessments and liens are all dictated by the association board and the process for each of them is outlined in the governing documents. 

  Sentry is unable to assist further in this matter.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23456346
  
  I am rejecting this response because:

  I expected such a response as Sentry Management responds in this fashion more often than not.  When Sentry states: "We are not the **** nor are we property managers" THAN WHO IS SENTRY MANAGEMENT? This explanation is UNACCEPTABLE.  They are a "Property Management" Company OR are they MISREPRESENTING THEMSELVES??? 

  THE FOLLOWING BUSINESSES DEFINE SPECIFICALLY WHO SENTRY MANAGEMENT IS...

  PER ******** AI's ANSWER: "Sentry Management, Inc. is a community management company that specializes in managing homeowner associations (HOAs) and condominiums. They are a full-service company offering a range of services to enhance communities and improve residents' quality of life."

  PER THEIR OWN WEBSITE: Sentry Management htps://*********************************.  "We are a leader in managing homeowner associations and condominiums since 1975. Sentry is an Accredited Management Organization by the ************************ Sentry Management Inc.
  

  PER LINKED IN: LinkedIn  Sentry Management Inc. 6.7K+ followers
  "Sentry Management, Inc., is a community management company whose sole business is managing communities, homeowner associations, and condominiums"

  PER LEAD IQ: ***********************; sentry-management-inc "Sentry Management, Inc., is a community management company whose sole business is managing communities, homeowner associations, and condominiums"

  SHOULD I CONTINUE?  I'd rather NOT.  SENTRY, I hold YOU to account.  STOP MISREPRESENTING yourself and BEGIN doing the RIGHT THING for your constituents!  I will NOT accept your answer as you so OFTEN state to DOZEN'S of your complainants.  I move to SEEK a RESOLUTION and PLEASE STOP saying you are NOT responsible, You are!

  You must take responsibility for your actions, in my particular case, lack of action. I look forward to continuing our RESOLUTION.

  Thank you for your PROMPT attention to this matter,

  Respectfully your constituent

   

   

   

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

  Business Response

  Date: 07/10/2025

  We appreciate the feedback and concerns brought to our attention.
   As explained previously,the association board is the governing body for the association. Sentry is honored to be the designated Management company for the community.
   In general, the board makes decisions as a fiduciary on behalf of Homeowners. This means that theyre entrusted with making the decisions that affect the values of the properties in the community. One of the boards primary responsibilities is to protect, preserve, and enhance the value of the physical property governed by the *********************. Other responsibilities that fall under a board's purview include providing direction to the management company and its employees, policies, options and all adherences to the bylaws. The association board of directors are a representation of both associations and homeowner interests.
  Sentry acts as an agent of the HOA/condo corporation carrying out tasks such as paying bills, handling contractor work,and following through with everything the association desires to have done.The management company is an outside vendor contracted by the association. The association board and the management company are two separate entities.
  The association has governing documents that each property owner must adhere to. 
  In cases like this it is helpful if homeowners attend association board meetings to have their grievances heard in the proper forum.

  The matters in this complaint are association matters and we are unable to assist. 

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have placed several requests and calls to management company to repair property damage. There has been no resolution or response to the issues. Property damage continues Sprinkler system and water causing damage to paint and windows of car. I have attempted to clean my car and there are water stains on the window and paint Tree in front yard partially dead due to mulch placement in Spring. .

  Business Response

  Date: 06/26/2025

  We appreciate owners informing us of challenges in their community. 

  Since we are not property managers and work at the direction of the association's board, it can take some time to obtain approval to repair items. We have acted quickly when directed by the Board and a plan for resolution is in place.

  Someone from the local team will reach out directly to this homeowner with more information.

• Initial Complaint

  Date:06/18/2025

  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 was out of the country when the hearing/meeting took place, and I was unable to attend. The week before that, I was also away and had limited access to my phone and email. May was a very travel-heavy month for us, and we were hardly home. After being in the property for 6 years, Sentry Management is new to me, having heard about it this year, and I was unaware that there was a charge for missing a meeting. Additionally, I addressed the requested issue, but I am still being charged a fine, despite not being in the country at the time.I have emailed and called the community care managers several times, and have been hung up on; however, they still refuse to drop the fine. I feel like I am being discriminated against for taking vacation and having a life, when they do not own my time!

  Business Response

  Date: 06/23/2025

  In reviewing this matter we found that the complainant was admittedly aware of the meeting a week prior, and the hearing letter does outline the $50.00 fine.
  The refund request was presented to the association board for consideration and was denied.
  When the request for an extension to repair the mailbox was submitted and granted, no additional fines were assessed.
  Our role in the community includes assisting the association board of directors with the day-to-day administrative functions of managing their association. We are not the decision makers for the community, and have no authority to take any action in this matter.

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23488700
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Eric Turner

  Customer Answer

  Date: 06/25/2025

  I reject the resolution because I was given less than a weeks notice about the meeting/hearing and was on vacation that week and had minimal time to phone or email. I was out of the country for the meeting on a cruise which I provided evidence for. Also, they have provided no evidence that I signed something that they can charge $50 dollar no show fee. I have contacted Sentry numerous times about this issue via phone or email and I have received no help and was even hung up on when I called. Also, there is NOTHING stated that I have to provide my vacation schedule to an HOA so they will know that I am unable to meet. I have in writing that several neighbors have also missed a hearing meeting and have not received a fee and they are inconsistent. 

  Business Response

  Date: 06/25/2025

  While we do understand the frustration, we have no authority in association matters.

  The governing documents dictate the rules and regulations for the association, and the association board of directors are the decision makers.

  Sentry Management does not receive payments from homeowners, therefor we are unable to refund payments. We do not have that authority.

  We are unable to assist further, but will always suggest that homeowners attend community meetings when able, to air grievances in an appropriate forum.

• Initial Complaint

  Date:06/16/2025

  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.

  This complaint pertains to unjust violation fees, discriminatory treatment, and ongoing unfair practices I have faced over the past year. **HOA Violations:. November 9, 2023 - Garbage on street view: This issue was resolved promptly upon receiving the initial notice, as evidenced by my response with photos showing the garbage can had been removed after the designated pickup date. 2. November 27, 2023 - Commercial truck parking: This matter was also addressed immediately after notification, and I provided the necessary documentation. I did not receive any further communication regarding either violation, leading me to believe they had been resolved. However, on July 2, 2024, I was presented with a bill of $3,900.00 for both violations, despite having addressed them in a timely manner. Upon contacting Progress Residential for clarification, I was informed that these charges dated back to November 2023. The lack of communication regarding these violations for nine months is unacceptable. It is unreasonable to expect me to pay such a high amount without prior notice, especially when neighbors have been allowed to maintain commercial vehicles on their properties without consequence. Since then, I have made consistent efforts to resolve this matter, including frequent communication with Sentry Management and attempts to engage with the *********************** of Directors, all to no avail. My efforts have been met with indifference, leaving me burdened with an unjust bill. I have documented evidence, including photographs and numerous emails detailing the ongoing violations of my neighbors, which have been ignored. The treatment I have received over the last two years is not only unfair but also unethical. I am formally requesting a full refund of $5,237.00 due to the unjust treatment and financial burden placed upon me. I hope this matter can be resolved amicably and without the need for legal action

  Business Response

  Date: 06/26/2025

  Oftentimes homeowners (and in this case - tenants) do not understand our role in their community, or how associations function. For clarification, Sentry Management is not the **** We are also not property managers. We are hired by the association board to assist with the day-to-day administrative functions of managing their community.

  We have no authority in the community and work at the direction of the Board. All of the rules and regulations are outlined in the association's governing documents, and are followed accordingly.

  In reviewing this matter we found that the property owner has paid their ledger balance in full. Our responsibility is to communicate with the property owners on any association matters. The tenant (in this case) will need to work with their landlord directly regarding any grievances.

  As a courtesy, this matter has been presented to the association board for consideration. We have not received a determination at this time.

   

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23474808
  
  I am rejecting this response because:

  Thank you for your response and for clarifying Sentry Management's role in the community. I appreciate your efforts in communicating with the association board regarding my situation.
  
  However, I would like to express my frustration with the handling of this matter. I have reached out to Sentry on multiple occasions and have not received clear answers, which has left me feeling confused and unsupported. As you mentioned, Sentry Management sent the original violation and bill to Progress Residential, who then approached me for payment. If Sentry is not in charge of these matters, I find it difficult to understand why resolution remains elusive.
  
  Additionally, I have noticed that my neighbors, including the one across the street, continue to violate the same regulations that I was cited for. It seems inconsistent and unfair that these issues are not being addressed similarly.
  
  I would appreciate any assistance you could provide in expediting this process. It is essential for me to resolve this matter efficiently and fairly.
  
  Thank you for your attention to this issue. I look forward to your prompt response.
  

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

  Business Response

  Date: 06/26/2025

  We understand the frustration, but still have no authority to take action. We are still awaiting the Board's decision and it is in their hands.

  We have no other way to handle such matters. The governing documents outline all of the rules and regulations and they apply to the property owner. We have no expectation of working directly with any renter regarding association matters.

  We send out all association communication on behalf of the association Board of Directors. We also do not comment on neighbors' association business.

  We are the middle man in this situation and the tenant has received information from our team. We note that the tenant does not like the answers given, but again, we are not in the decision making position the tenant believes we are.

  As a courtesy, we presented this information the Board It is truly out of our hands.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23474808
  
  I am rejecting this response because:

  I appreciate your response, but I find it difficult to understand why, after a year of my attempts to resolve these issues, the situation is still in the Board's hands. As the property management company hired by the Board, you are responsible for managing HOA violations and communicating on behalf of the Board.
  
  Given the ongoing nature of this matter, I want to express my serious concern about the lack of resolution. Please note that I am in the process of filing a formal complaint with the *********************** regarding potential discrimination by Sentry.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:06/12/2025

  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 **** (Sentry) manages a homeowner's association called DeBaliviere Place **** *** (DPW) and all 11 of its condominium properties. We have a general "walls-out" policy where homeowners are responsible for what is within their units or serves only their units (e.g. floors, windows, a dryer vent, etc), and Sentry is responsible for everything outside of individual units (e.g., groundskeeping, roof and deck repairs, etc.). Each homeowner pay a monthly premium for these services with this understanding - in my case it's $535 per month. I can share bylaws documents, email communications, and the like. Sentry ********************************************** as well as their representatives that DPW has been assigned, **** ******** ***************************************** and *** ******** ****************************************** are unresponsive to email and phone contact. This has been the case for at least four years and for many fellow residents. The properties are falling into disrepair and there is no mechanism to hold Sentry accountable or to determine which issues, if any, Sentry will address. Individual owners are neither allowed nor empowered to address what falls under Sentry's responsibilities. Examples of ongoing issues with zero responsiveness from Sentry include: roof damage and leaking; tornado damage; incomplete or non-existent building inspections; exterior locks and gates inoperable; rotting and unsafe decks; various pest infestations including beetles and bats; criminal and problem residents harassing or stalking other residents in communal spaces; incomplete snow removal; worsening walkway and building cracks hosting plant growth; cluttered, unlit, unkept stairways and hallways.

  Business Response

  Date: 06/23/2025

  In reviewing this complaint we find that a definition of our role in the community may be helpful.
  Sentry Management is not a property management company, nor are we the Association. We are hired to assist the ***************** of Directors in the day-to-day administrative functions associated with managing their community.
  We work at the direction of the *****************. We have no authority in the community and are unable to assist with the items listed in the complaint without Board action.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23461587
  
  I am rejecting this response because:

  Sentry is contracted to manage the day-to-day operations of the community, including responding to maintenance issues, communicating with homeowners, and informing the Board of required actions. Homeowner's pay Sentry directly, while the ********* are uncompensated volunteers. My complaint concerns Sentry's failure to fulfill these administrative responsibilities, including poor communication, failure to escalate repair needs, and lack of transparency. If Sentry is aware of property conditions falling into disrepair and does nothing to advise the Board or follow up with homeowners, this constitutes a failure of their basic duties. I ask that the BBB consider whether Sentry is acting in good faith in fulfilling the administrative and operational functions they are paid to provide. While Sentry may be legally correct that the ********* has ultimate "sign-off" authority, this is clearly a disingenuous abdication of responsibility.

  As the paid management company, Sentry does have responsibilities including:

   - Advising the Board on needed repairs and maintenance. There is no public evidence (neither in Sentry's ************************************* nor emails) that this is done, competently and expediently or otherwise. 
   - Communicating promptly with homeowners. Sentry does not communicate with homeowners despite being listed as the primary point of contact online and in governing documents. 
   - Ensuring that work orders are scheduled. The properties in the association have undeniably fallen into disrepair and it is unknown whether Sentry is even aware of the many problems they face despite repeated complaints from homeowners. 
   - ********************* transparency. Contracts and requests for bids for work done on the properties are not available to homeowners, and Sentry resists providing or refuses to provide such information. Sentry proposes special assessments to be paid out of pocket by homeowners on extremely short timelines and without any supporting documentation regarding the scope of work to be funded.    
   - Following state and city laws, and the community's governing documents. For example, Sentry procured snow removal services that do not remove snow from sidewalks and other walkways. When questioned, Sentry's response in writing is that the laws requiring such snow removal are typically not enforced, and therefore Sentry feels no obligation to comply. This is unsafe and exposes the homeowners association to lawsuits and criminal penalties. 
  

  Even if Sentry claims a lack authority, their job is to facilitate solutions, not ignore problems. Failing to inform the Board or delaying communication is still a breach of their contracted duties.

  Homeowners pay Sentry directly through their online portal, not the ********* or any of its members (who are volunteers). Sentry procures all contracts for maintenance of the properties, not the *********. Sentry is listed as the primary point of contact for homeowners across governing documents (e.g., HOA "owner's handbook") and the online homeowner portal, not the *********.

  BBB, please help hold derelict management companies like Sentry accountable. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/07/2025

  While we are disappointed in this homeowner's perception of Sentry Management, we understand and appreciate their passion for the community they live in.
  Sentry Management's purpose is to nurture communities we are all proud to call home. We have contractual obligations to the ****************** which we work hard to fulfill.
  We invite passionate homeowners to attend Board meetings so that they may gain some insight into how their ******************* is managing the community, as well as a clear and accurate understanding of our role in the community.

   

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23461587
  
  I am rejecting this response because I dispute the role Sentry plays in our HOA and community.

  Because Sentry does not respond to direct contact, does not answer questions in monthly meetings, and does not share service contracts and the like on their Sentry online portal, would Sentry please share here a copy of their contract with my HOA, DeBaliviere Place West?

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