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

  7031 Vista Drive West Des Moines, IA 50266

  
• 

  Sentry Management

  3 Lear Jet Ln Suite 202 Latham, NY 12110-2314

  

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:06/05/2024

  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.

• Initial Complaint

  Date:05/20/2024

  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 senior management has failed to respond to serious concerns involving our HOA manager. Our manager has repeatedly failed to inform homeowners of our currently held liability insurance coverage acquired through Sentry management. Our HOA president has in numerous meetings stated that we have emergency repairs needed for shoreline erosion and tennis court repair at the same time asking for enormous sums of money. The statement was made for liability, insurability reasons, we must fix these areas. Newly elected board presented evidence that these claims were false and that We Do have adequate liability insurance and no emergency situation exists at all. Our storm water retention system was just inspected and no emergency repair is required. I have attended and recorded numerous meetings where these statements were made and our manager has attended and was seated next to the board member making these false statements and she Never informed owners of the fact that we do have liability insurance. Another concern is in regards to an official request to inspect our HOA financial records. As a person with a physical condition that Requires assistance, I offered to bring another homeowner as an accommodation. This request was refused as i was told only one person can view at a time. Manager then offered to personally physically assist me with my request in an email. An appointment was scheduled but the day before a ****** from HOA attorney stated I needed a dr ****** to describe my disability. I believe this was discrimination. I didnt respond to attorney to avoid an undue expense to HOA. I did converse with HOA attorney at a meeting and he was unaware of manager offering to accommodate me. I have contacted senior management with absolutely no response to these concerns

  Business Response

  Date: 05/29/2024

  We have the privilege of working at the direction of the ***** and are doing so, according to the management agreement. The statements included in this complaint are statements about the associations ***** of ********** of whom we do not have authority

  Customer Answer

  Date: 05/31/2024

  From: ************************* <******************>
  Date: May 6, 2024 at 2:51:38 PM EDT
  To: ******************************* <****************************************>
  Subject: ***** lakes *** management
  
  
  ?
  Good morning ******,
  I left you a voicemail Friday to please contact me and look forward to a conversation regarding our present manager and also to discuss my and other homeowners concerns about discrepancies with our bylaws and Florida law being followed in meetings, etc
  
  A question from all newly elected board members was presented at a board meeting on April 30, 2024. This involves the way new officers were chosen at board organization meeting directly following election meeting on March 27, 2024. when I and other owners asked if HOA attorney was consulted on why procedure was done differently than previous year, *************** stated that would add an expense. This is unacceptable and I would like to request HOA attorney meeting with all board members and sentry management to listen to these concerns and our proper procedure explained. The past board and ************************* have had HOA attorney present unnecessarily in many past meetings, but now in this very serious matter they dont want to incur expenses.
  
  There is a Very serious problem going on here in ***** lakes and your employee ************************* has been directly involved with misconduct in my opinion. I personally have been denied access to HOA documents in a timely matter and can attest through conversation with HOA attorney that ****** has not always been truthful about his consul.
  
  Additionally a liability insurance policy was omitted from the records I did receive. Our president continues to present a False narrative about an emergency situation involving our pond shoreline erosion, first stating an erroneous estimate from the state of ******* in the amount of $6 million and now he says numerous times ( recorded) that we have an emergency liability, insurability situation until fixed at the tune of 1.4 $ million. Also shut down our tennis courts that he says are unsafe and wants $80,000.
  
  All of the above has been proven false! As owners we would have expected more from Sentry management, but it seems *************** intentionally had anesthesia regarding the fact that we DO HAVE General liability insurance, acquired through sentry as part of our contract present policy since 2020! I have numerous video recordings as allowed per Fl law, with ****** sitting next to ************* making these statements and never did she open her mouth to correct him and inform owners of our insurance.
  
  Now Im sure sentry manages numerous HOA that have storm water retention systems in this area alone. I am insisting this conduct be explained because if this is also being presented to other HOA as an emergency situation we have a REALLY BIG PROBLEM!
  
  We have a rouge president here and as owners would like our community back to the always peaceful neighborhood its been since I bought *************************************************************************************** turmoil from this board member with the help of Your employee ******. We incurred many expenses and been made out to be villains for simply and respectfully asking for accountability. We are no now desperate which is why Im reaching out to  be prevent this atrocity from continuing. Few options are left unless someone with some maturity professional ability and integrity intervenes.
  
  The media seems to be our only option. Which would not be productive for ***** lakes or Sentry management.
  
  I look forward to your or possibly another senior associate please contacting myself, new board and HOA attorney
  
  Respectfully
  *************************
  
  Sent from my iPhone
  
  
  
  
  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21736129
  
  I am rejecting this response because:

  This complaint is about our *************** manager, an employee of Sentry management and her district manager not responding to some very serious concerns from not only myself but many owners. I've included an email to ******************************* that has never been responded to. I then attempted to call Sentry management to speak to someone else and was told "there is no one above ****** to talk to". This is unacceptable as a company and i look forward to a better response from Sentry management.

  Again, this complaint involves being denied timely access to *** financial documents; section ******* of the Florida Statutes. Also was denied bringing an assistant to accommodate a disability. Manager at Sentry then OFFERED in email to be my accommodate herself. Day before scheduled inspection; I received a certified ****** from HOA attorney that association required a dr ****** to prove a disability. When I contacted *************** our sentry manager, I was sent a response that all further contact must go through HOA attorney. 

  The other Very Serious concern involves our manager again, this involves her failing to send liability insurance policy in records I did receive. This coincides with an erroneous narrative presented to homeowners about shoreline erosion being an emergency and 1.4 million funding needed for liability, insurability reasons. In at least three (video) recorded meetings our manager sat right next to our board president as these statements were made to owners asking questions and she never corrected him. In fact, our present policy I've learned was procured through Sentry management and has been in effect since 2020. Also discovered in our contract with Sentry management is an addendum for project management. I'd like to know if this erroneous tale is being offered to other ***'s managed by sentry management? Our storm water retention ponds were just thoroughly inspected and NO emergency situation at all was found. 

  Additionally, three newly elected board members all questioned why procedure was changed this year to elect officer positions among board. *************** oversaw last year's election, so was aware of correct procedure according to our covenants but allowed a reelected board member to change it confusing new members without explaining procedure. New board all objected and requested to speak to attorney but according to manager only president can talk to attorney.

  In conclusion Some very concerning ethical and possible unlawful concerns have occurred and I look forward to ************************* to address these concerns. Our association has used Sentry management for years. And prior to this current manager we were happy 

  Respectfully 

  *************************

   

   

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

  Business Response

  Date: 06/21/2024

  While we understand the concerning nature of the allegations, we work at the direction of the ***** of ********* and the homeowner would be better served directing her concerns to the attorney as instructed. We have no authority over the ***** of *********, or the action taken in this matter.

• Initial Complaint

  Date:05/17/2024

  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.

  While we were discussing the terms of the Morning Creek **************************** (MCFHOA) prior to our purchase, we were informed of the $600 initial ********************* fee, and this cost will be used to establish our account. When we got to the closing on November 29, 2023, we were informed that we would be charged an additional transfer fee to MCFHOA in the amount of $125. When we questioned the closing attorney about this fee, his immediate response "Please discuss this additional fee with the MCFHOA".On or about February 21, 2024, we received an initial letter from MCFHOA dated February 1, 2024, with a contact number and the breakdown of their fees. While we reviewed the letter, we noticed another fee called "capital contribution - all sales" for $100. After multiple attempts to reach resolutions to the above concerns, neither one of the agents we spoke with was able to answer our questions. Their responses were as follows - I am not equipped to answer your question, everyone is charged a transfer fee at closing (i.e. first homeowner), I googled the term "capital contribution-all sales and it said ...." When I felt the phone operators/agents were unable to answer why we were charged additional fees at closing and their after along with interest charges and late notice fees, I requested to speak with a member of management for an immediate resolution. As of May 17, 2024, or four months later, we still have not spoken with a member of management.

  Business Response

  Date: 05/29/2024

  We apologize for the lack of detailed information. We are not the subject matter experts and typically the realtor and/or closing agent would explain this cost, as part of the full disclosure of the fees. 
  The Governing Documents for your community require this Capital Contribution Fee, or what is referred to in the covenants (Section 6) as a Transfer Assessment, be paid to the association upon each and very transfer or conveyance.

  We hope this information is helpful and provides the clarity desired.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21727905
  
  I am rejecting this response because:

  After reviewing the reply from a member of Morning Creek ********************** regarding the subject matter expert (i.e. Realtor and/or Closing Agent), I found disheartening.  The Realtor and/or Closing Agents did not impose these charges onto the incoming homeowner,and this responsibility falls on the Morning Creek ********************** board to explain such charges. 

  
  Next, while reviewing the reply related to governing documents related to the Capital Contribution Fee ($100), or the Transfer Assessment fee ($125), it appears that we had been charged this fee twice (i.e. once at closing  in the amount, and again on our first invoice duplicate charges!) 
  
  Also, can a member of the Morning Creek ********************** Board, explain what does the initial ********************** Fee in the amount of $250 covers?
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/28/2024

  We apologize for the delay, as we review this matter internally. We have reached out to discuss and gather more information in order to understand the chain of events. We are confident that communication with management at the local level will facilitate resolution.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21727905
  
  I am rejecting this response (We apologize for the delay, as we review this matter internally. We have reached out to discuss and gather more information in order to understand the chain of events. We are confident that communication with management at the local level will facilitate resolution.) because I had been trying to resolve this simple matter at the lowest level for the past several months to no avail.  The Morning Creek ******************************** has reached out to me to obtain information that they should already on file, and I don't have a good feeling of the impending outcome.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/15/2024

  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.

  Customer Answer

  Date: 07/27/2024

  To Whom It May ******************** February 2024, I had been trying to get an immediate resolve on the above matter to no avail.  Please review the recent communications with the Morning Creek ************************************* Vice President.

   

  Kindly,

   

  cc:  email communication below and attached

  *******************
  From:****************************
  To: ******************* (*******)
  Cc:**************************,****************************
  
  Wed, Jul 10 at 5:41 PM
  
  Hi ****,
  
  Nearly three weeks have passed since I sent you the information you asked for to investigate and make the appropriate adjustment(s).  Can you please provide me with an update on my this matter or should I wait to hear from Better Business Bureau?
  
  
  ***********************************
  3449 Sumersbe Ct
  ***************************
  ****************************
  **************************
  
  
  On Monday, July 1, 2024 at 05:51:03 PM EDT, ******************* <****************************> wrote:
  *******************,
  
  I am in receipt of your email and your response to the BBB.
  
  I am surprised to learn that it took reaching out to the Better Business Bureau to get answers to our inquiries, and now you're asking me to supply you with information that you and your team should already have.  If this is any indication of how you and your team operate homeowner associations affairs, our business relationship is not going to go well.  Here's a screenshot of our ALTA/HUD settlement statement as it relates to homeowners charges:
  
  Respectfully,
  
  
  ***********************************
  3449 Sumersbe Ct
  ***************************
  ****************************
  **************************
  
  
  cc:  copy of the ALTA settlement
        copy of Morning Creek ********************************** Invoice
  
  
  
  
  On Friday, June 28, 2024 at 01:46:04 PM EDT, ******************* (*******) <************************************> wrote:
  
  ******************************* good afternoon.  I received a copy of your BBB complaint from our home office regarding your account in ******************** HOA.  If you could please forward me a copy of your ALTA/HUD settlement statement, I will review it with our accounting team to see what if any adjustments can be made to your account.  Please forward to me at you earliest opportunity, and I will try to bring this to a fast resolution for you.
  
  I have also left you a voice mail at your ************ cell number with this same request.  Sincerely, *******************
  
  *******************;
  Division Vice President
  ***********************
  ************************************
  ******************************************************************;
  
  
  
  Please contact ******************************************* or ************. In an effort to direct you to an associate that can help you, please review the below options:
  Make a payment: Call ************
  After-hours Emergency: Call ************, dial 9
  General Assistance: Visit www.sentrymgt.com and select My Account at the top of the home page. You will be prompted to log in to the CommunityPro PORTAL. Once logged in, you will be able to view your user profile, account balance, make a payment, set up auto-pay, request replacement coupons, and view governing documents.
  Order Closing Documents: Visit www.sentrymgt.com and select Order Closing Documents at the top of the home page. You will be given the option to order estoppels (resale documents), formal refinance letters, and questionnaires. You will be redirected to WelcomeLink to fulfill your request.
  Other support: If you require additional assistance, you may contact the office at ************.
  
  
  Invoice_MHOA_041224.pdf

  Customer Answer

  Date: 07/29/2024

  ***** *******,

  The Sentry Management, Incorporation and I both received a copy of the settlement statement on November 29, 2023, and they should have already have a copy.  Nevertheless, a copy of the settlement statement was emailed to **** ***** (Division VP) on July 1st, 2024, and he has failed to acknowledge and/or respond either.  Besides, me providing his organization with a copy of the settlement should not have a bearing on whether or not they should respond.  Hence, I am not sure whether or not this is another delay tactic but I would like to know my next step to move forward - February 2024 to get a resolve is too long!

   

   

  *********** ****
  ****************
  ******************, **, 30349
  
  
  Dear *********** ****:
  
  
  Please note the provided information has been review.
  The business did respond with the below on 7/15/2024. Please review and provide the business a response to reopen your complaint. 
  

  Date Sent: 7/15/2024 4:22:56 PM
  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/30/2024

  ***** *******,

  The Sentry Management, Incorporation and I both received a copy of the settlement statement on November 29, 2023, and they should have already have a copy.  Nevertheless, a copy of the settlement statement was emailed to **** ***** (Division VP) on July 1st, 2024, and he has failed to acknowledge and/or respond either.  Besides, me providing his organization with a copy of the settlement should not have a bearing on whether or not they should respond.  Hence, I am not sure whether or not this is another delay tactic but I would like to know my next step to move forward - February 2024 to get a resolve is too long!

   

   

  *********** ****
  ****************
  *****************************
  
  
  Dear *********** ****:
  
  
  Please note the provided information has been review.
  The business did respond with the below on 7/15/2024. Please review and provide the business a response to reopen your complaint. 
  

  Date Sent: 7/15/2024 4:22:56 PM
  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 08/21/2024

  Complaint ID: ********

  ***** *******,

  On July 30, 2024, I sent you and your team my action/response to the business response made on July 15th, 2024, and you provided the following response "The business did respond with the below on 7/15/2024. Please review and provide the business a response to reopen your complaint."

  
  Date Sent: 7/15/2024 4:22:56 PM
  We would like nothing more than to resolve this matter. Once we receive the owner's settlement statement we will review for accuracy and determine next steps, if any.

  If I have provided the complainant with the same information that we both received at closing and the complainant still have responded, what is my next step?

   

  Kindly,

   

  Mr. *********** ****

   

  Business Response

  Date: 09/11/2024

  We have exhausted all avenues in attempting to obtain this documentation. The information provided to **** ***** was not the entire document and that is what is needed in this case. Until the document in its' entirety is obtained we have nothing to research, and no way to meet this homeowner's request.

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 21727905
  
  I am rejecting this response because the response is "another attempt" to delay resolving this matter.

  If I may ask, where is the defendant's copy of the closing documentation.  Note:  The defendant and I received the very same documents at closing and they are asking me to submit a copy of the document, and now I am submitted the documentation again.  This is unacceptable and should be formally documented as such!

  
  Sincerely,
  
  

  *********** ****

   

  cc:  ALTA Settlement Documentation

  Business Response

  Date: 09/19/2024

  We are attempting to resolve this the quickest way possible in the absence of the needed information in our files. We simply need the one document to review the account. There is no attempt to delay, we have done extensive research and do not have what is needed. Several times now we have invited this homeowner to email the document to upper management at ******************************** division and we are unable to move forward without their cooperation.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 21727905
  
  I am rejecting this response because:

   

  After reading the company's reply "We are attempting to resolve this the quickest way possible in the absence of the needed information in our files. We simply need the one document to review the account. There is no attempt to delay, we have done extensive research and do not have what is needed. Several times now we have invited this homeowner to email the document to upper management at the ******* Sentry division and we are unable to move forward without their cooperation," I am rejecting their response because I have supplied **** ***** (Division Vice President) with the information in questions and I also uploaded the document on this platform.  If I may ask, "If I sent the information on July 10th, 2024 via email and the company is deny receiving the information, and the company deny receiving the information, when I uploaded the document on September 15th, 2024 via this platform, did your team supply the information/attachment to this company?  If your team did supply the company with the requested information, and they deny receiving it, what is my next step and how do I escalate this matter?
  
  Sincerely,
  
  *********** ****

  Customer Answer

  Date: 10/01/2024

  Complaint ID# ********

   

  BBB,

   

  After reviewing the notes from September 15, 2024, I noticed the upload (attached) document in question.  Hence, I am re-submitted the documents.

   

   

  *********** ****

  ************************

  **********************-3561

  *************************************

  Business Response

  Date: 11/02/2024

  We have received the document and are reviewing.

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 21727905
  
  I am rejecting this response because:
  
  After reading the company's reply "We received and are reviewing the documents," is unacceptable!"  What is my next step and how do I escalate this matter?

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

  Business Response

  Date: 12/17/2024

  After review with our accounting staff we have confirmed that the closing attorney letter sent in 2023, did omit the $100.00 Capital Contribution fee. This fee was added to their account in February, 2024, 3 months after the closing in November, 2023. Accordingly, it is our position that this fee should be refunded to the owner. All other fees appear correctly charged and received. We will process the refund request by close of business 12/18/24. We feel this is a fair and equitable solution. We appreciate your patience and look forward to resolving this matter.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 21727905
  
  I am rejecting this response because Sentry Management denies overcharged us for a transfer fee of $125 and capital contribution fee of $100 at closing, and they only offered to refund us $100.00.  Unacceptable!
  
  Sincerely,
  
  *********** ****

  ****************

  ***************************-2976

  Business Response

  Date: 01/14/2025

  As stated, an extensive audit was conducted, and a refund was submitted based on those results. We believe this to be an accurate representation of the fees and the overcharge. If desired, a manager at the local division would be happy to discuss.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 21727905
  
  I am rejecting this response because of the following concerns:

  Overcharges:  **************** Contribution of $100, and $125 transfer fee

  Local Management has failed to resolve our concern

  Higher Management has failed to resolve our concern

  After going through local channels and the Better Business Bureau to get this simple matter resolved, I learned that we had been working nearly 365 days with Sentry Management with both local and upper manager to no avail.  Now, we learned upper management of Sentry Management team mentioned they sent a partial refund check for the overcharge (never received), and to go back to local team for the remaining overcharge.  May I ask, why would upper management refer us back to the local team for part of the overcharge?  

  Better Business Bureau,

  It appears that Sentry Management and I are at an impasse regarding the overcharges.  Other than going to my family, friends, colleagues and social member about the Sentry Management overcharges imposed on us, what is the next step to closing out this matter?

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

• Initial Complaint

  Date:04/27/2024

  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.

  Property was sold/closing date: 11 May 2023. Sentry Management, without my permission and with no notification to me, terminated my automatic payment for HOA fees and when I closed my sale on 11 May 2023 charged me a late fee of $38.05. My payment was scheduled to be paid and was stopped by Sentry Management before the due date. This was discussed during closing and without delaying the closing of my sale I agreed to contact Sentry Management for a refund of the $38.05. Since closing on the sale of my property in May 2023 I have requested a refund many times, which they have acknowledged receipt but never followed up with any action. A closing statement showing the $38.05 charge has been furnished to Sentry Management.

  Customer Answer

  Date: 05/13/2024

  I received a refund from Sentry Management for $38.05 yesterday and have deposited it into my bank already.  There were no comments...just a check.
  

  
  

  I could not have done this without the help and guidance that I received from BBB.  

  
  

  Thank you very much,

  
  

  *****************************

  
  

• Initial Complaint

  Date:04/22/2024

  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 have been working with this *** Management company to obtain a roof repair which allows pigeons to nest under the roof in a hole under the roof. The pigeons make a foul mess of f**** droppings on my entry way. The smell and sight are terrible, with lots of slip and fall issues due to the wet droppings and my entryway is filled with gnats which are attracted by the tons of pigeon droppings on my entry way. The roof repair could be so simple if the *** would send their maintenance crew to put up a barrier so that the pigeons could not harbor under the exposed roof. They have been there for two years and multiple times daily I have to sweep, wash, and bleach my sidewalk entry way. The *** is fully aware of this disgusting health and accident issue. They refuse to help me. I pay monthly *** fees of $250.00. Yet the *** refuses to do the job they are designated to provide. The birds bring tons of food which gets moldy under the roof, attracting insects, mold and fungus. This is ruining the roof structure and it is creating a serious health hazard. I have sent them many pictures of this ruinous mess and emailed them for assistance. No response since they promised a month ago to help me. I have been told to be patient: this has gone on for two years. It is decreasing the value of my home, and is a health hazard.Can you please help me to get some resolution. The property manger is ******************* at *********************************** phone number is: ************. Your assist is deeply appreciated. *********************************

  Business Response

  Date: 05/02/2024

  We understand the local Sentry Team has been on contact with the homeowner to provide updates.

  The Board is concerned about this ongoing issue and has been working with the ******************** for some time. We will continue to work with the experts to try and identify a resolution, at the direction of the Board.

  we empathize and understand the frustration. We will do everything we can to facilitate resolution.

   

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21610207
  
  I am rejecting this response because: I was promised that the roof hole would be repaired last Friday. It was not repaired. I am still dealing with the filth from the pigeon f**** and the horde of gnats that these droppings attract. I am still having to clean this disgusting debris off my front entry way and sidewalk. The cement is stained and slippery. I sent multiple messages to ***** notifying her of the failure to perform the repair. No response.  ******************************;
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/15/2024

  We understand the frustration, and we are working diligently at the direction of the Board and with the vendor to address the concern. This situation has existed for quite some time and we are being told from the pest control vendor that this will not be resolved overnight.