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.

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

  
• 

  Sentry Management

  7031 Vista Drive West Des Moines, IA 50266

  

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:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The interface Sentry management is using for payments is disjointed. There is a different account for and different set up needed for paying HOA fees vs other assessment dues. Although its all for the same address, no clarification of this is given to avoid their late fees. Now as a new home owner, I set up auto pay for HOA only to find out that other fees are due for the same address. However, those payments need to be made under a different account. Why?

  Business Response

  Date: 07/11/2024

  We apologize for any confusion the homeowner is having. In reviewing this matter, we found that the owner has two separate properties and two separate addresses. We see communication with our CommunityCare Team about this matter, and the matter was resolved. To clarify, we only see the information for the assessment fee due for Crossing Master, which is an association we manage. We DO NOT, however, manager the *** sub association this homeowner needs to pay. We cannot help with payment to that management company. This is not entirely uncommon to have separate management companies for the master association and sub association. We hope this information helps. If there are further questions, our CommunityCare team is ready to assist at ********************************************

• Initial Complaint

  Date:07/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sentry Management has placed a lien on my property due to an ongoing 2 year or more nightmare or shall I say money ploy. Their resolution has been to make the lump sum payment or we're going to proceed to add more chaos to your life. The Admin. Asst. and the Sentry Board would rather take a consumer through H*** rather than rectify the matter with a reasonable resolution. I've accumulated over $1,800 worth of interest/late fees due to a discrepancy/unnecessary late fee charge back in November of 2020. Sentry says the payment was delivered to them later than the due date. However on personal bank statements, that have been copied and shared with Sentry, it shows the payment was withdrawn from my account on the correct payment date. I've gone back and forth with the **** and the Board for years, so finally in December of 2023, they offered a settlement to pay half of the fees which was ridiculous, unfair, and rejected. Why would I settle for that if I've paid my HOA fees ON TIME? Additionally, every single billing cycle moving forward to this day, I've been charged interest/late fees stemming from 2020, although monies are withdrawn from my account monthly and on the due date. I currently have a credit score of 782 and do not have issues with paying my bills. Lastly, I've gone through several different mental stages over the years due to the stress of the **** and the Board being so COLD and absolutely unwilling, almost reluctant to help especially when communicating with her via e-mail or phone. I've had to reach out to her on several occasions for a reply/feedback, even after dropping off bank statements. The latest information shared is that it's my bank's fault now, so since the settlement split rejection, they've refused to remove the lien and/or take any responsibility that their system may have caused the issue of the payment draft being late. FYI: My sprinkler system hasn't worked in over 3 or 4 years, however I guess that's my fault as well. FRUSTRATED!!!

  Business Response

  Date: 07/15/2024

  We acknowledge that the homeowner is frustrated, however, they refused the generous offer of resolution put forth by the ***** of ********** The HOA ***** of ********* must make decisions based on the governing documents, which contain a collections policy. Sentry Management works at the direction of the ***** and is also charged with upholding the governing documents.

  The suggested resolution of changing the pay date with the banking institution has been made and disregarded.

  At this time there will be no further action taken regarding this matter until the account is paid in full.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21957729
  
  I am rejecting this response because my payment was withdrawn from my bank account on time, before the due date and a 'generous" offer of paying half of a balance that I wasn't responsible for isn't considered helpful. Additionally, if they were able to remove half of the balance, it proves that they could have removed all of the  interest/late fees. And also that they acknowledged there was fault on their behalf. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/23/2024

  Unfortunately, your community's governing documents to not recognize the date your bank debited funds as the payment date. Your payment date is the date funds are received by the **** This a widely accepted practice, and the resolution as proposed already is to simply adjust the payment date with your banking institution.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21957729
  
  I am rejecting this response because: My bank institution has sent them proof (please see the attached document) that the payment in question was withdrawn my account on time. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/25/2024

  The discrepancy date is November 2020 when all of the interest/late fees began. As long as payments are received before the next month starts it's considered on time. For the past 14 years, I've made these payments at the end of each month. However in November of 2020 something happened and my payments were received late thereafter. Sentry Management is taking no accountability and blaming me and the bank institution for the late payments. Please see the attachment. 

  Business Response

  Date: 08/02/2024

  The late payments began months before November of 2020. This matter has been thoroughly reviewed and taken to the Board for action. Resolutions have been offered and subsequently rejected. The Board will take no further action. The owner remains responsible for bringing the account up to date.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21957729
  
  I am rejecting this response because this is yet another excuse for Sentry to not take accountability for the actions they've taken. I'm going to move forward in finding a real estate lawyer. This appears to be the only way they will listen to me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in touch with Sentry Management for a week now about plans for an install for a pool. Sentry keeps assuring me that within ***** hours, I should receive information. It has now been 7 days. I called again today, day 7, and was told they will respond in ***** hours. As a homeowner, I have every right to have communication and access to my HOA. This HOA is nonexistent, and the most unprofessional company I have ever dealt with!

  Business Response

  Date: 07/15/2024

  We apologize for the frustration and will work to understand the internal challenges creating this gap in communication.

  We found that the homeowner has been contacted and the issue is resolved.

  We appreciate the feedback and are looking forward to providing exceptional service moving forward.

  Customer Answer

  Date: 07/15/2024

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

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 8th I discovered there was water intrusion into my Condo managed by Sentry Management. I reported the issue, they sent out a leak detection company who confirmed on 06/10 that it was water intrusion from outside. They are responsible for maintaining the buildings and ensuring they are weatherproof. They called a remediation company that did a detailed estimate. After that, Sentry did nothing but leave us with wet, moldy floors. They did get us an air scrubber and a dehumidifier but did not go forward with any of the remediation company's recommendations. We have remediated the issue by moving all of our belongings and having the flooring removed. Now they may or may not be sending someone to repair the extremely cracked foundation and slab, the person in question is a handyman who hasn't reached out as we were told he would. We are now living with damp, cement floors, no furniture, and over 90% of our home is unusable. We have been forced to spend 1000's of dollars and many, many hours dealing with this issue which could have been avoided if Sentry Management had resolved my request for gutters and drainage issues 3 years ago. They ignored my requests and my telling them there were drainage issues, and now my house is destroyed due to their willful negligence. This is not the first time I've been a victim of their inability to secure the structures, a little over a year ago another known issue caused water intrusion into my home, I had to pay to restore that as well with no reimbursement from them, they ignored the letters from my attorney so I am forced to go to court to get my money back on that issue and likely will be here. But I need the slab fixed, I cannot fix it as it is against the bylaws. I have also made them aware that there are cracks in the building outside that correspond with the cracks in the slab and there might be a foundation issue, no response.

  Customer Answer

  Date: 07/03/2024

  Today a handyman came by to seal the cracks in the slab. He confirmed it's a foundation issue that is going to require the slab to be sealed, the outside as well to be sealed at the foundation and the footer as well as drainage installed to keep the water from pooling up to the point where it has no where to go but into the building. He will be submitting an estimate for the necessary work and reaching out to Sentry Management today. I realize the board has to approve the cost of the work, and that is out of the hands of Sentry Management, however, I've continually asked for them to have someone come out and look at the foundation issue of this for a month with zero response. The team that came out was to seal the cracks in the cement slab and to estimate to seal the slab, they were alerted to the foundation issue upon their arrival. Again, no one from Sentry management has bothered to come out and assess the situation at all, even though they are the ones who need to call in the experts to fix the issue. Unless this is common, due to the failure to maintain the buildings, I am not sure how they properly assess an issue they have not seen. I know the property manager has been to our community during this timeframe, but never came by to see what was happening here.

  I would like to note, as we  will be a month into this, and I have had to pay out of pocket to get to the point to even get this addressed as the serious issue it is, I do not want to continue to wait another month for them to repair the slab. This costs me additional money to store my furniture and disrupts my ability to work. I work from home, I am often on the phone for work and it's like working in a cave, it's very loud and uncomfortable.

  Again, no one has addressed the fact this has cost me *****'s of dollars. If I had not removed the flooring, the slab would not be exposed. I would still be sitting here in puddles waiting for them to do nothing, meanwhile the foundation is shifting and more damage accumulates. I would like an explanation of why my concerns regarding the foundation were ignored. We can't just stick our heads in the sand, this can pose great danger if there is any structural decay.

  Sentry Management and the Association cannot collect funds for services and then not perform the services. That begins to look like fraud. Money cannot be collected for upkeep on the buildings and then not used for that purpose and when the structures fail, try to push claims on insurance, that also begins to smell like insurance fraud.

  I can promise this issue is not going away as much as they would like to stick their heads in the sand and ignore it. If I can't get explanations for this willful neglect, I will have to begin reporting these issues to the proper authorities for investigation on why we and 151 other unit owners pay each month and get stuck with bills for maintenance that should have been completed when asked, why our health, safety and property values are put at risk continually with complete and total disregard for the responsibilities the association and Sentry Management agreed to take on.

   

  Customer Answer

  Date: 07/10/2024

  07/05/2024 another person the association hired came in and said that hydrostatic pressure was causing our issue. Essentially too much water under the slab and it has no where to go. But no word from Sentry, no word from the association. No idea if they are going to seal the slab which has been recommended by both their teams they've sent out. I would really like to know what is happening so I can make the plans necessary for work, for the storage pod (I have to pay for), for various gatherings that were planned to be at my house. They haven't bothered to respond to this complaint, so I won't hold my breath.

  Business Response

  Date: 07/15/2024

  We understand the frustration during due process and are in receipt of the many email communications. The association Board of Directors is aware of the matter as well. The Sentry team has been focused on resolution since being made aware and have worked with no less than two different leak experts to determine the source. 
  
  Oftentimes homeowners are unaware of our role in their community. There is no negligence as suggested.  We are not a property management company and are not responsible for the maintenance of the buildings. Sentry works diligently at the behest of the Board to assist in resolving challenges, by relying on experts to determine service needs once there is a report of an issue. 

  In reviewing the matter, we have determined that all of the findings and suggested actions have been communicated to the homeowner. The leak experts confirmed that the leak was not from any plumbing or irrigation. This is a case of naturally occurring hydrostatic pressure. We are sympathetic to the plight of the homeowner; however, this is not an HOA matter, and the responsibility is with the homeowner.
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21928278
  
  I am rejecting this response because: Both specialists that were sent to my home suggested the cement slab be sealed with something that would keep the water from coming into the house, they are basically saying I have to just live with water coming into my home forever with no solution. This is a condo, I cannot install the drainage that was suggested, I cannot seal the slab, or address the foundation concerns as it is a structural component of the building and for me to do this would be against the bylaws of the association. I understand Sentry does not authorize the repair and the board needs to do that, however they are the ones who we report issues to and coordinate between the vendors and the board, Sentry has it's own vendors they use to send out to us, but it's not their responsibility. They are the ones who have been coordinating everything since this whole issue has begun. Sentry advised me to do nothing to fix the floors or to move any of my belongings in because they wouldn't be able to do any of the repairs and my furniture would be in the way (all in those emails mentioned). They have sent zero response to me since July 3rd, with no direction at all, even after I had requested a follow up. They have not told me that I can begin fixing my floors, they have not told me I can bring my belongings back in, they have not advised of anything. This response is the first time I am hearing anything from them regarding my issue, and they waited until the very last day for them to respond to this complaint, that should tell anyone reading this how they conduct themselves.

  By the way, the remediation company, that Sentry sent out, still has equipment here, that is being charged to the association. Someone might want to get that picked up.

  I would like to know if this response is Sentry telling me that the *** is refusing to follow the recommendations to seal the slab and fix the drainage and that they are planning no further action on this matter, because I cannot get any other communication from them, my emails have not been answered.

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

  Customer Answer

  Date: 07/17/2024

  I want to add that the negligence comes in by them ignoring issues raised about water accumulating during rainfall. They were made aware of this 3 years ago. Requests for gutters were also made to help alleviate that issue. None of those issues or requests were ever even investigated. I was told, by Sentry Management, that gutters would be installed when the roofs were upgraded. The roofs were upgraded 7 months ago, still no gutters. Hydrostatic pressure does naturally occur, because rain naturally occurs, but saying it's on the oneness of the unit owner is as ridiculous as saying rain coming through the roof would be naturally occurring event. The building is supposed to be weather proof.
  
  I have attached two articles that clearly state how excess water accumulation caused by poor drainage and lack of water diversion can lead to this exact problem. The building has been here for over 30 years, with gutters, then the gutters were removed and a few years later there's an issue. It is *******, we get great quantities of rain in short periods of time. Drainage is a major concern and one that should be taken seriously.

  The articles also recommend the same thing that Dynasty Home Repairs, which Sentry hired, recommended to stop the problem from happening. Sentry Management is our source to report issues to. I have a new leak in my ceiling, we had to call Sentry Management to report the issue, so I am not sure why they are now saying it is not their responsibility. I understand the board needs to approve the repairs, I get that, but if my issues are not supposed to be reported to Sentry Management, then why is it their website the one where work orders are requested? Why do we have to call their phone number to report after hour emergencies? Why do I have emails between myself and Sentry management discussing repair issues in the past?

  What happened to my reporting of the drainage issues 3 years ago? Did they even get to the board? No one ever came out to even look, so someone is negligent. The problem is obviously worse, because that is what excess water does, it cause erosion, more soil is removed, it changes the grade outside, letting more water seep under the building until there is nowhere else for it to go, causing hydrostatic pressure.

  I also want to emphasize the person who inspected the slab did not look outside at all where other companies did. He didn't look at the cracks in the building either, which can also be a water source, not the ones by the window, but the ones in the cement block with the ants marching up into them (a sign of water). 

  I do not have a dirt floor, there is a concrete slab that is a foundational structure, one I cannot repair. It supports walls that hold the upstairs unit up. I cannot make repairs to it. I cannot authorize repairs to the drainage, nor can I put gutters up. All of these things are outside my ability to fix, therefore they fall to the association to fix. My financial losses due to this issue and the prior water intrusion can be resolved through other means, but the issue of repair to waterproof this building needs to be addressed.

  I am sure that Sentry has advised the Clearwater office not to respond to me any further regarding this matter, because I have not heard a word. I get that they do not like me, they do not have to like me, but they cannot neglect my issues and refuse to follow up because they do not like me. They have not even bothered to tell me they are not doing anything further, besides their BBB response. I would hope they could be mature enough to handle their position appropriately and communicate to the residents who have hired their services, even if they are just saying they are doing nothing further and I will have to access different avenues to push for the drainage issues to be addressed.

  Business Response

  Date: 08/02/2024

  In reviewing any recent communication, we found that the homeowner received another detailed communication from her Sentry Team. It clearly states that no further action will be taken by the Board/association.

  Again, we understand your frustration, but the association did take all steps necessary to uncover the source of the problem. Unfortunately resolution falls under the responsibility of the homeowner.

  Customer Answer

  Date: 08/02/2024

  Please note the date on the "response" was July 25, 2024. The email is attached. It was only in response to my noting there had been no response through this process. Again, Sentry does not explain the process or who is to be contacted when repairs are necessary. They said previously they are not the ones who handle that, though with the newest water leak, from the roof, I called them, as that is the explained process. Once the leak was determined to be from the roof, Sentry told the leak detection company to send them the invoice, again, completely contradicting their prior claim that they hold no responsibility to manage these issues. I am dealing directly with one of  their employees regarding the leak roof leak issue.
  
  As I have stated before, I know the board makes the decision whether or not to make repairs, and sometimes legal action needs to be taken when they refuse, however that does not erase the incredibly poor service from Sentry and their lack of communication through this process. I am sure Sentry cannot produce a more timely response between the dates of July 3rd and July 25th, because there are none, they left me hanging for ****************************************************************************** to the house on July 2, see attached email. It's rather convenient that they did not respond to me until I was forced to pay for a second month of the storage pod, I doubt that was a coincidence.

  As is obvious by the email communication, they were managing it, they were sending people out to the house to examine the issues and to repair the cracks in the slab, they called out IFindLeaks 2x, they called out Florida's Elite Restoration, they called out Dynasty and they called out *******************, they were the point of communication, and they were the ones advising me on how to handle the situation and they were the ones who ignored my email requests for updates.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21928278
  
  I am rejecting this response because:

  Please note the date on the "response" was July 25, 2024. The email is attached. It was only in response to my noting there had been no response through this process. Again, Sentry does not explain the process or who is to be contacted when repairs are necessary. They said previously they are not the ones who handle that, though with the newest water leak, from the roof, I called them, as that is the explained process. Once the leak was determined to be from the roof, Sentry told the leak detection company to send them the invoice, again, completely contradicting their prior claim that they hold no responsibility to manage these issues. I am dealing directly with one of  their employees regarding the leak roof leak issue.
  
  As I have stated before, I know the board makes the decision whether or not to make repairs, and sometimes legal action needs to be taken when they refuse, however that does not erase the incredibly poor service from Sentry and their lack of communication through this process. I am sure Sentry cannot produce a more timely response between the dates of July 3rd and July 25th, because there are none, they left me hanging for ****************************************************************************** to the house on July 2, see attached email. It's rather convenient that they did not respond to me until I was forced to pay for a second month of the storage pod, I doubt that was a coincidence.

  As is obvious by the email communication, they were managing it, they were sending people out to the house to examine the issues and to repair the cracks in the slab, they called out IFindLeaks 2x, they called out Florida's Elite Restoration, they called out Dynasty and they called out *******************, they were the point of communication, and they were the ones advising me on how to handle the situation and they were the ones who ignored my email requests for updates.

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

  Business Response

  Date: 08/21/2024

  We do understand the frustration and have empathy for this owner.
  
  The Association is operating based on the following facts:
  
  The process for the roof and the slab leaks is the same. Priority - Determine the source.

  The party responsible is not the same. The Association Covenants define the responsibilities of Association and of the homeowner.

  The vendors were sent out to determine the source of the moisture, and to dry it out.

  The coordination and availability of these vendors takes time and is dependent on their schedules.

  Based on the results of the vendor's work the determination of the Associations and the homeowners responsibility was made.

  The roof is the Associations responsibility and is handled under warranty with the roofing company (Dynamic) that just did the install.

  The slab was caused by hydrostatic pressure and beyond filling the tiny cracks, the responsibility is in the proper installation of the homeowners choice of flooring.

  The Association has covered the cost of those vendors.
  
  Sentry Management is unable to assist further.

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid past due balance of $1000.00 CASH on 6.10. I have been attempting to reach someone at Sentry Management Since 6.14 to inquire why payment has not posted to my HOA account. Business listed at ****************************************************, when I went by the address there is a note in the door "Coming Soon". Was advise via multiple emails that community director *********************** would be in touch with me. I have not received email, or return call from ****** In addition, *********************** is not listed on the extenion list for business at **************.

  Business Response

  Date: 06/27/2024

  We apologize for any less than positive experiences. In reviewing the matter we found that it has been resolved. Thank you for your patience as we worked through the process.

  Customer Answer

  Date: 06/27/2024

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

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 31 May, I could not enter my building because there was no power to the entrance fob. I tried to called Sentry to find a solution. They have continued to give me the standard "we'll check on it" answer and would NOT allow be to communicate with someone in charge. I am concerned that if this issue happens again and someone upstairs was not capable of helping themselves, it could be hazardous.

  Business Response

  Date: 06/27/2024

  We apologize for this experience and appreciate the opportunity to assist with resolution. In reviewing the matter, we found that there is both a realized temporary solution and a permanent solution in progress.

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been receiving requests from Sentry for payment for a non-compliance issue which has been closed since April 12, 2024 & January 30, 2024.We have made several calls, voice messages and emails to their office for someone to look into this matter. Messages have been left with individuals who had answered the phones at some point. However our calls, emails and requests to have a manager look into the situation, are to no avail.The charges keep accumulating.Re the discoloration of driveway accusation, we have sent copies of emails received from Sentry as proof of the issue being resolved, and that the matter needs no further attention from us. We have also sent certified mail with attachments of some correspondences to & from Sentry showing that the issue had been addressed and photos submitted.However the charges still keep accumulating.We are requesting assistance with this matter get immediate attention and ultimately being resolved. Please assist and advise.Regards,

  Business Response

  Date: 06/26/2024

  We appreciate the feedback and understand the frustration.

  We work at the direction of the ***** of ********* and follow the governing documents. We do not have authority to do otherwise.

  We have shared your concerns with The Village Crossing *****, and they are looking at ways to reduce the fees. There will be communication on the matter sent from the ***** to all homeowners shortly.

   

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21837865
  
  I am rejecting this response because: we have been waiting on a response from the Board since April 2024.

  We are receiving several increased demands for payments. Each week $100 is being added for a fine and another $15 being charged monthly for interests.

  This needs reconciling.

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

  Business Response

  Date: 07/03/2024

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

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21837865
  
  I am rejecting this response because: we're constantly being bill $100 each week since April 2024 plus $15 interest/ late fee, each time. This is extremely overbearing and getting ridiculous. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My initial call to Sentry on Monday, June 10, 2024, was to confirm that they received communication from the attorney group that our community had properly communicated that we cleared up a pressing matter on Friday, May 18, 2024. As we know, mail is being delivered slowly, and we have not received any further communication. I got a representative on the line who said she needed to transfer me to a different department. When I typed this complaint, I was on hold for 3 hours, 12 minutes, and counting. (I will update you when & if they answer the phone). I know Sentry manages properties throughout *****************, but to be on hold this length of time is disgraceful. It shows the company does not care about the residents or their time, they are only available to impose fines and collect money.

  Business Response

  Date: 06/21/2024

  In reviewing this matter we found that an internal phone system challenge caused a delay and extreme hold time for this homeowner. We understand that the matter has been resolved but welcome a conversation if desired. Please reach out to ******************************************** with contact information and convenient timeframe and someone from our Customer Experience team will be happy to reach out.

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got behind on payments. When I tried to access my account it was blocked. Had no warnings at all. I tried emailing my community manager no response. Tried calling them no response. They finally responded and said my account was unblocked. I log in still blocked. My community manger lies a lot. I would not be surprised if she lied about the issue I had with my deck. I really do not trust my community manager. I do not know who to trust

  Business Response

  Date: 06/21/2024

  We take exception to the allegations in this complaint.
  This account was transferred to the attorney on 5/15/24, based on the policy in the governing documents. The homeowner was behind in payments despite monthly reminder statements being sent  from 12/6/22 5/13/24.
  Once the account is transferred to the attorney the account is locked and ******************** has no access to current ledger information.
  Once this action is taken, the owner is instructed to contact the attorney directly. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21808790
  
  I am rejecting this response because:

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

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

  Business Response

  Date: 07/10/2024

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

  Customer Answer

  Date: 07/10/2024

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

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have paid my hoa annual dues and yet have not had access to the pool as the key fob does not work. i have reached out to sentry multiple times but not received a new functioning key fob. i have called them and sent multiple email requests as evident by the uploads. please help me get a functioning key fob. we couldn't access the pool last year and its already june 4 and have not yet gotten into the pool because sentry is not responding to my emails for a functioning keyfob.

  Business Response

  Date: 06/21/2024

  In reviewing this matter we found that the concerns were resolved after communication with the Community Manager on June 10th. We look forward to providing exceptional service moving forward!

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21800803
  
  I am rejecting this response because: it is not resolved.  i do not have a functioning key fob to access the pool.  i have not received any correspondence from sentry.  i am unable to access the pool.  i have contacted sentry and have not received any resoluation to my request.  i have paid my *************** and am unable to use the pool due to the nonfunctioning key fob.  

  please have the company either: refund my hoa due 

  or provide a functioning keyfob.  

  thank you 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/21/2024

  this issue has not resolved.  i have been at this neighborhood since 2021 and the key fob has not been working since last year when we received it. then the pool was closed last summer.  now the pool is open and i cannot access it  because sentry hasn't sent me a functioning working keyfob to access the pool.  i have attached my request and i have not received any reply. 

  i would like a refund on my hoa dues 

  or please send a functioning keyfob now so i can use the pool.  it is june 20 and i have yet gone to the pool because sentry has not given me a working keyfob even though they have my money. thank you 

  please help me get this issue resolved 

   

  Business Response

  Date: 06/27/2024

  We sincerely apologize for the delay. We understand that the access fob was sent out this week with tracking to ensure delivery.