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.

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

  
• 

  Sentry Management, Inc.

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

  
• 

  Sentry Management

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

  
• 

  Sentry Management Pasco - Tampa North

  7615 Little Rd New Port Richey, FL 34654-5525

  

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:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter on 03/24 in regard to fines that will be imposed for matters I tried to fix with the property management ************** I was not getting any responses and letters showing failure in communicating properly. Letter on 03/24 with fines already imposed earlier. Each time I got a violation letter in regard to landscaping I sent photos and asking for explanations. Later HOA mentioned to me that the problem is something different. In a way the issue is starting to look like it's targeted against me. Example mailbox. I had a different than black mailbox after which I submitted request for a color brown that other neighbors had. I was told only black mailbox is allowed to find out the other neighbors that have ***** did not get violation notices. I am asking for violation notices to get credited due to failure to communicate timely and respond to requests I made showing corrected issues. This is either a case of bad management practices or targeting my nationality and/or race. I am just looking at getting this corrected and have someone with Sentry communicate to me. I was supposed to have a call with "property manager" on 04/15 with nobody calling me or communicating. Later an assistant just told me you must have ****** someone off. This is an issue of bad management from the Sentry office at the *********************.

  Business Response

  Date: 04/30/2024

  Oftentimes property owners do not fully understand Sentry Management's role in their community. We are honored to have been chosen by the Board to assist them with the day to day tasks associated with managing their association. The Board members are the decision makers for the community and they work hard to make the best decisions for all property owners.

  This community's board handles fine disputes directly, so a meeting between the Board and owner was coordinated. The board explained to the owner what was needed to cure the violation. The owner then started communicating with the local Sentry team asking for our decision on the matter, to which the owner received a response indicating that this matter was decided on by the board, not Sentry. The board followed up with the owner directly to clarify. Any disputes on their decision should be taken to the Board.

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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.

  Account no : **************** Sadly I am on autopay for HOA. Sentry management goofed it up and did not issue the token for two months. Now added a 100$ fine for no fault of mine. Refuse to reimburse inspite of admitting to their mistake. Email to ******* admin- ***** produced no results. I know 4-5 other people in the same predicament. Considering class action if issue remain unresolved.

  Business Response

  Date: 04/26/2024

  We understand that the homeowner has received communication from the local Sentry Team outlining the communication sent to all homeowner prior to this change in due date. The homeowner was advised that the appropriate steps are being taken to present this matter to the ***** of ********* for any action beyond a one time courtesy adjustment of the late fee and interest. Sentry is unable to waive any additional fees without approval from the *****.  

  Customer Answer

  Date: 04/26/2024

   
  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,
  
  *******************

  the board reimbursed all the extra charges. Sentry management goofed it up pretty well. Shame on them. 

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of a unit in ********** ****** ** ***** ******* in Apopka FL, and I am writing because we just found out that the Sentry management HOA is using the appraisal from 2017 to get the insurance for 2023/2024. (2017 appraisal 4.4M 2023 appraisal 7.7M) By Florida law all condos need an appraisal every 3 years and Sentry is aware of that. If something happens to our buildings we don’t have enough money to cover the repairs, and we are not available to sell because our condos are considered "Non-Warrantable condos".
  
  After a lot of e-mails, calls, and visits to the offices in Longwood Fl and Tavares FL, they just ignored our request to update the insurance.
  
  Our community manager left the Sentry company the day before the HOA meeting not sure because she know this is a legal case and now we have a new person that we meet in the meeting. I thought the general manager in Tavares will help with this situation but she is very unprofessional and I just received screams from her saying is not their problem and hangs out the call.
  
  I hope that somebody in Sentry management can see this situation and help our community in ********** ****** ** ***** ******, most of the people living there are retired or low-income and it is not right that for Sentry management negligence a hurricane comes and the owners will find out there is not insurance to cover for the repairs of our builds.
  
  Please see attached the probe of the actual insurance 4.4M and the appraisal that is 7.7M
  
  We just need Sentry to help to update our insurance to cover 7.7M. I appreciate it if somebody in Sentry could help here.

  Business Response

  Date: 04/09/2024

  We sympathize with this homeowner and understand the frustration. 

  Oftentimes homeowners are not aware of our role in their community. We are hired by the Board of Directors to assist them with the day to day administrative tasks associated with managing their community. 
  Sentry Management has no decision making authority, and we work at the direction of the Board.

  In this instance, the appraisal is complete and the Board has yet to authorize payment for this updated insurance. They are aware of this homeowner's situation. There is nothing Sentry Management can do in this matter.

   

• Initial Complaint

  Date:03/28/2024

  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.

  I logged on to the website to pay my bill and they blocked my account. Why would they block someone's account for bill payment. This is one of the stupidest things ever. How about let people pay their bills. I was on the phone for an hour to try and get my account open so I can go online and pay.

  Business Response

  Date: 04/04/2024

  We understand your frustration, however, we no longer have the honor of managing Cumberland Point HOA. As of 1/1/2024 the management company is ******************** Management at ************. If you live in Cumberland Point HOA, you may contact them for assistance.

• Initial Complaint

  Date:03/23/2024

  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 a call with our condo association property manager, *********************, I told her the gutters in front of our unit were busted and it flooded in front of our unit every time it rained. She neglected to handle the matter completely. Over a month later, we had carpenters in our condo for work we were looking to have done. They informed us they could not proceed with the work because 1) there is major cracking/splitting of our front concrete stoop in which water entered our basement through, 2) there is major splitting our back concrete stoop water enters though, and 3) that because the gutters above our unit were busted every time it flooded in front our unit an excess of water was (and still is) entering our basement and that this has caused a major mold problem and it would be a hazard for *************************** we had out to proceed with the work. I contacted ***** 1/31 informing her of the three problems listed above and for the condo handbook. ***** said she will address gutters and eventually attaches a readable copy of the handbook. She denies the exterior work is the condo associations responsibility to which I cite it clearly sates it is in the handbook. I informed her I want to be reimbursed for out of pocket expenses I have incurred to address mold in the basement until we are able to hire mold specialists to remediate mold which will cost us thousands of dollars. We cannot hire the specialists until the front and back stoop are corrected which as of 3/23 still has NOT been resolved. Mold is a major health hazard that I noted to Corla that she may handle the matter promptly which has not been done WHATSOEVER. I am asking to be reimbursed for a little over 500 dollars which I would not have incurred if it weren't for the condo board's negligence. A month after I contacted ***** via email and followed up with her weekly she had done done nothing and eventually forwarded my email to another employee. I was told my request to be reimbursed was denied.

  Business Response

  Date: 04/04/2024

  The complainant is not a homeowner in an association we manage. The complainant has a family member who is a homeowner, and we have been working with her on several items over the last few months. The complainant wanted the board to make an exception and provide compensation for damages done in the basement of the family member. The board has decided against reimbursement, as the declarations clearly state what is and what is not covered. In these matters, the Board must adhere to the governing documents.
  
  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21476597
  
  I am rejecting this response because:

  
  My mother is the home owner and she is a senior and we are literally living with with black mold in our basement because we cannot hire mold specialists to fix the mold until the back concrete stoop as well as front stoop are sealed as this is how water has been entering our basement. Water still enters are basement due to negligence of the exterior properly currently so we are having to live with black mold despite having informed the property manager almost three months ago of the various ways water has been entering our basement throw exterior issues which are the condo boards responsibility. We would not have incurred these financial damages had the exterior property been maintained or repaired in a timely fashion and we would not have to be living with mold and unable to address it due to the work not being resolved. The damages are a direct result of the condo board's responsibility which is exterior property. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/10/2024

  The homeowner has spoken to the local team about this matter and suggested that we did not present the information to the board adequately. The homeowner was asked to provide pictures to present to the ***** of ********** The homeowner refused.
  As explained previously, we have no authority to do anything except follow the direction of the ***** of **********
  As explained to the homeowner, all repairs have been completed except for the back patio, which cannot be completed until the weather is consistently warm enough.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21476597
  
  I am rejecting this response because:

  I should not have to incur damages out of pocket for issues that would not have resulted if it were for proper maintenance of the exterior which is the condo boards responsibility. 

  I did not believe submitting photos would make a difference in the condo boards decision just as my submission of expenses didn't. 

  The front stoop and gutters have not been adequately repaired as gaps still exist and I've communicated these things already.

  Water is still entering our unit and we are still unable to address ourselves and still living mold which is UNACCEPTABLE.

  We deserve to be compensated for our out of pocket expenses. If we damaged condo board property we would be held liable. This is incredibly unfair. The board should take responsibility and stop deflecting. 

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

• Initial Complaint

  Date:03/20/2024

  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.

  Sentry Managament took over November 1, 2023 from my previous HOA ************. A statement was sent to my rental residence even though they have my primary residence on file. The tenants in the home moved out in December ******************************************************* the mail. Once I got the statement I paid for November, December and Janaury and was caught up. In January when I paid for the past HOA fees I set up an auto pay account. In February they tried to process a payment over $1,000 to my account. My bank denied the payment. On February 26th, 2024 I called and spoke to **** who stated that I had a violation from my previous HOA. I had not been informed of any violations and **** could not even tell me what the violation was just that I needed to pay the fine. I said I had not been informed and it was also not on my statements so I asked for it to be waived. She told me to email ******************************************* which I did. The next day I got the generic email back stating: Hello, We appreciate your email and the opportunity to assist. Your request has been referred to a Sentry Specialist who will contact you by phone or email. I had to email again on March 13th since I did not hear back from the previous email. The next day they processed a payment in the amount of $1,415 which this time the bank processed. I received the following email back the next day:Good morning, Thank you for your email and the opportunity to assist you. We have received your payment and I can see here that your account is current. I don't see any violation open on the account. Thank you!I kindly reminded the representative that it's not going to show anything since they processed a payment and as of today March 20, 2024 I still have not received a response back. All I want is my money back since they dont even know what the violation was for and that it should be waived.

  Business Response

  Date: 04/03/2024

  We apologize for the any confusion. Transitions can be difficult and because this account came to ** with a balance forward based on violations, the history is not immediately known by agents answering the phone. In reviewing the matter, I found that the local team are in possession of the pictures of the violations and the letters that were sent to the property address by previous management.

  It appears that when you set up your autopay, you have it set to pay balance in full. Sentry Management has no hand in the payment process through Clickpay.

  The ***** of ********** who are the decision makers for the community, have reviewed the matter and have determined that the fines were justified. The documentation on this matter has been attached for convenience. Unfortunately we are unable to provide a refund in this case.

• Initial Complaint

  Date:03/19/2024

  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.

  We recently purchased a home in ****************** and was told there was an ***. We are not able to get in touch with the *** via phone or email and was told that Sentry could not relay this information to us on 3/19/24. We do not have a board of directors or meetings and there is no record of it on the homeowner portal. Our money is being spent on landscaping which equates to almost $4000 a year but the common areas are not being maintained. Our emails go without response and tickets are closed without resolution. The only time we hear from this company is when they are requesting money, but they will not answer our questions or give us contact information for anyone within the company. Calls for the community manager get redirected to sentry and we are told again that we should email. We got a bill for $200 for the annual assessment but when we called, the portal said $0 due and they confirmed $0 was due. Then we get a statement with interest charges and was told the system must not have been updated on Jan 19,2024 when we called prior and their staff member must not have known that. At this point it must be fraud when you request money with the threat of a lien to my property; but cannot give me a managers email or phone number, avoid contact via email which is the preferred method of contact, and have not followed *** covenants. If sentry is the one taking our money and assigning a community manager, then they should be able to resolve this or give me the information of someone who can.

  Business Response

  Date: 04/03/2024

  Our Team members have left detailed voice messages hoping to assist this homeowner, but have not received a return call or email.

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21457469
  
  I am rejecting this response because: My initial contact was on March 20th and it is now April 3rd. I received an email from the ********************** that they forwarded my complaint to the manager *******************, however, I never received any form of communication past that. Ive sent follow up emails without reply. I have not received any phone calls or detailed messages from the company or I wouldve returned them promptly. It is the run around time and time again from this company to save face. I would not recommend them to anyone and will be using my lawyer for future correspondence since they did not want to handle this amicably. 
  
  Sincerely,
  *******************************

  Customer Answer

  Date: 04/05/2024

  The company has reached out and answered my questions. I am content with their reply and wish to close this complaint. 

  Business Response

  Date: 04/05/2024

  We understand that a conversation between the complainant and local team was had to day. We hope the information shared was helpful.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 8, 2023. My unit was vandalized. I filed a report with the *************************** I also filed a claim against my condo insurance policy. Once my adjuster had completed my estimate. She submits it to the *** insurance as part of due diligence. Which makes no sense when my property was vandalized the *** insurance decided to pay the claim on my alterations improvements and betterments everything walls in. Everything I paid for. Which based off of the decs and bylaws was my responsibility to insure never owned by the ***. Because *** insurance said they were going to pay it. My insurance said I would have to go through them to get reimbursed. The check was cut December 27 and I have yet to see the check. I have now been told four times once they receive the check, they will discuss my claim with the board to decide on how to proceed again makes no sense to they are able to hold my money for ****** and dictate to me when I get it. this claim has nothing to do with originally installed equipment, fixtures or permanent improvements this unit was built in 1984 it has been completely renovated and does not have anything but the bones of the unit originally installed. I have asked to be included in the board meeting. I have sent multiple emails and I have been ignored by ********* and ****. They are deliberately ignoring me and I have proof of that as well. **** sent me an email for a different unit not realizing it was me and when I confronted him about it he responded with the same spiel about once they receive the check they will let me know. I paid for all of the damage from the vandalism out of my own pocket. They make up process as they go. For example.. I had a patio fire claim two ******* ago that the *** insurance denied, exterior siding ( *** responsibility per decs) of my condo and an adjoining unit caught fire. Not only did the tenants insurance pay the fire I had to get estimates, hire the contractor and get funds disbursed without *** help.

  Business Response

  Date: 03/27/2024

  In reviewing this matter we found that we have documented communication with the homeowner. Explaining the process and explaining what is needed in order for the Board to consider paying a claim. The homeowner refuses to provide the documentation required. The Board will not consider payment without due process. The matter is now with Association Counsel. 

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21452420
  
  I am rejecting this response because: First reason the vandalism happened December 8, 2023 the check was disbursed December 27, 2023 from the insurance I was then told to wait 7-10 days to contact the *** to have them release funds. January 4, *** confirms receipt and deposit then informs me of this process in which I responded with saying the unit had already been repaired and ready for move-in, all monies paid were out of pocket because I already had a new tenant moving in January ********************************************************* to get that unit completed so this woman and her children were not displaced. I let *********  know I could supply receipts, but the guy I hired is one man theres no contractor no vendors none of that stuff. It wasnt this type of claim, she has ignored me since and when I did get a reply she was passing me off to ****. Secondly, The management company keeps referencing this process, but their process is different for each claim and I know this from experience they are holding my money for vandalism for ****** for my ADT security system, window coverings, paint, interior doors, patching of holes, flooring and cleaning all cosmetic repair and personal property that does not belong to the *** per the decs and by laws. Also, they are asking for W-9 & BWC information. BWC does not apply to a one man crew and I have told them this. I hired him through ********** Pros. There is are no contractors/vendors.  He painted. He installed vinyl flooring. We werent required to get permission to purchase those improvements and alterations ( flooring, doors, paint, etc.) so why would I need to provide W9, BWC, license and insurance for a paint job and flooring install this unit is 874 ft. I also own my unit free and clear, their is no first lien position because I do not have a mortgage.  I asked where this process is referenced because it did not exist in June of ******************************************************************** fact I did everything including signing off on the estimate for repairs and that claim fell on my tenants insurance policy, so why pick up a claim for vandalism of personal property and cosmetic repair inside of my unit, but not pick up a claim for fire damage of the outside of my unit, which was the siding of my unit and the adjoining unit which per the decs is the ***s responsibility.  I have emailed SENTRY twice a month since January and either they ignore me or they say the same thing about once they receive the check they have yet to tell me when the board meeting is so I could be also part of that discussion they want to have pertaining to my claim which is also my right as a unit owner. I paid their $5000 deductible and they have yet to tell me that the check is even received. I have been deliberately ignored and its not their money. 

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

  Business Response

  Date: 04/04/2024

  Oftentimes homeowners are not aware of the role we play in their community. We are honored to serve the associations we are privileged to manage. What that means is that we assist the ***** of ********* with the day to day administrative tasks associated with ensuring their community is a place we would all be proud to call home. The ***** of ********* is comprised of neighbors - volunteers - working hard to make the best decisions for the community. They are the decision makers and in this matter we are unable to assist further. Without documentation requested by the board, they will not consider reimbursement.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21452420
  
  I am rejecting this response because:
  Without documentation submitted to the board this is the response to all the questions that was asked in my previous response? This isnt a response. This is another runaround, same spiel different day. ********* who initially was involved emailed me after I was told to get with the *** in 7 to 10 business days to get my disbursement when I reached out because all repairs were completed informs me that Sentry requires the following documents from the contractors/vendor who perform work for the Association to set them up in the system and issue payment: Copy of Contractor's W-9, Copy of Current Certificate of Liability Insurance, Copy of Current Worker's Comp Certificate. As I told her, there are no contractors nor vendors this is a cosmetic repair. Theres no electrical work theres no plumbing work no construction work. I paid for everything myself and hired a gentleman from ********** pros to paint and install flooring. This unit is 874 sq feet. They keep referencing this process show me this process a formal documented process outlining unit owners requirements when repairing a vandalism within their units. Also, W-9? They are not paying me for services or employment. They are making a payment to me from a policy I pay for. A W-9 does not apply here. BWC is for a company that has more than one employee that also does not apply to me nor does it apply to the guy that painted my unit. Referencing back to this process where was this process two ******* ago when my unit caught fire of the outside building the common areas? When the back siding of my unit caught fire the board wasnt involved in that and neither was the *** in fact I called them for guidance and had to handle that fire claim from start to finish. That claim was also paid out of my insurance policy so again why would *** insurance pay out a claim for vandalism of my personal property, improvements and alterations but would not cover a fire claim for the outside common area? I need formal documentation outlining this process that has been used as an excuse for 3 months. 

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

  Customer Answer

  Date: 04/08/2024

  What response did they make that is considered appropriate? They answered nothing and stole my money. 

• Initial Complaint

  Date:03/18/2024

  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.

  To Whom It Concerns,Please see the attached PDF file containing all supporting documents for said complaint.Sentry Management insists that I owe what was originally $95.00 but is now $96.42 due to interest. I have phoned the company on more than one occasion. One of those I was told to simply disregard the charge since I did not owe it. On two occasions spoke with someone in the resales department. I asked the following: 1) What is the $95.00 chargeback for? I was told it was a refund requested by the previous owner. 2) What is it for? Nobody to this day can justify that in writing for me. Furthermore, I was told by both individuals in the resales department that they could not understand the chargeback since everything the seller requested before closing was submitted therefore both parties were deemed to have been made whole at the closing table.Fast forward to January 2, 2024, at which time Sentry Management dared to debit my checking account for the $95.00 without notice since I was on Autopay for my monthly assessments. So I made my February 2024 monthly payment less the $95.00. and removed myself from Autopay. Also, the email that I sent to ******* asking for an update resulted in no response from her. **********************

  Business Response

  Date: 04/05/2024

  In reviewing this matter we understand the frustration. The previous homeowner was erroneously charged $95.00 that was collected at the closing. The error was realized and the charge was reversed on 7/05/2023. At that time, the $95.00 showed as a credit on the new owner's account, causing the confusion. Before the funds were refunded back to the previous owner, the new owner short paid their September assessment by that $95.00 amount. Once the funds were credited back to the previous owner, the balance reflected that missed $95.00 - still owed, which was then paid by current homeowner as their autopay was set to pay in full.
  The account is clean and correct at this time. We hope this information is helpful in clarifying, and we apologize for the confusion.

• Initial Complaint

  Date:03/18/2024

  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.

  I am a resident in silver **** subdivision in ***** . I am 75 years and a widow I lived in this residence for over 25 years and always pay my dues regularly. Which is $180.00 in January and July . There is just one time the check return to me because I paid from a different account to myself I made a mistake and within a week I make the payments to Sentry Management. Now sentry management is charging all kinds fees . Intent to lean $107.55, late fee Assessment notice charges every single month . The total charges of fees and interest assessments adds up to $645.94 . I am on a fixed income and I have been paying my *********************** dues for the past 27 years and never late. Because I am a senior they are trying to rob blind . I dont have any extra money to give the home owners association. I just want this to go away I am having depression and anxiety and cannot sleep . I need help Thank you ***********************

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.

  Business Response

  Date: 03/20/2024

  In reviewing this matter we found that the homeowner missed the 1/1/2021 assessment payment. An Intent to Lien was processed on 3/29/2021, per the association governing documents. The homeowner paid the regular assessment only shortly after that, and continued to pay the regular assessments moving forward. A balance was increasing in interest and late fees. On 11/17/2022 an updated Intent to Lien was sent, and the lien was filed on 1/6/2023.
  
  In September 2023, the board agreed to offer a 6 month payment plan to get this resolved without additional action, but the homeowner did not respond.

  While Sentry feels for the homeowner in this situation, we are not the decision makers for the association. The actions taken in these matters are dictated by the association's governing documents.