Business Profile

Property Management

Sentry Management, Inc.

Headquarters

Complaints

This profile includes complaints for Sentry Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

204 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/07/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am president of the Runaway Lake Subdivision **** We contracted with Sentry in April of 2022 to provide management services for the **** Our monthly fee was approximately $1100 per month. The membership of the *** chose to terminate this affiliation in November of 2023. After numerous voice mails to the president and others in the ********************* we finally received a letter acknowledging that our contract would not be renewed and all accounting records to be closed by 2/23/2024. we are yet to receive any records. The *** knows that we owe Sentry funds for service and termination of services and are willing to pay any financial liabilities we have with Sentry. As stated before, we have tried to contact the person at Sentry that was handling the closing of financials with no success making contact. We wish to be informed of the status of all financials so the *** can pay it's liabilities to Sentry. How to pay Sentry is also desired.
Customer Answer
Date: 03/08/2024
iI am unsure if my phone number is correct in the complaint. ************ is my correct phone number
Business Response
Date: 03/27/2024
We understand the frustration. In reviewing this matter we found that the cadence of communication has not been ideal.
Unfortunately,the financial reporting for this account has been difficult due to delayed information, which in turn, is causing a delay finalizing. Our teams are working diligently to complete the turnover files and quickly as possible. We understand that there has been communication since this complaint was lodged,and initial documents have been provided.
Customer Answer
Date: 04/10/2024
As of today, 4/10/2024, we have not had any contact with Sentry Mgt. in response to our issues. I have left several voice mail messages for ************************* in the ******************** and received no response.
Customer Answer
Date: 04/10/2024
As of today, 4/10/2024, we have not had any contact with Sentry Mgt. in response to our issues. I have left several voice mail messages for ************************* in the ******************** and received no response.

Business Response
Date: 04/23/2024
We understand this matter has been resolved. We apologize for the delay and wish Runaway Lakes all the best.
Initial Complaint
Date:02/24/2024
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 had questions about my bill and they would only communicate via typewritten message. When I asked the questions via typewritten format they never got back to me.
Business Response
Date: 03/08/2024
We understand and apologize for the frustration this unusual situation has caused. We understand that this homeowner has been in contact with Sentry team members, who are exhausting all efforts to resolve long term. We are confident that working with the third party payment processor, we will resolve this very soon.
Initial Complaint
Date:02/22/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our community Quail Ridge was acquired by Sentry in a sale of contract in July 2023. Since we have been with Sentry there are many charges that have no explanation such as supply charges for over $300 monthly. We are still being charged postage as well so it makes no sense for this charge. We have also asked to end our contract early on 1/31/24 and pay the remaining 2 monthly fees. While Sentry has agreeed they still have the portal open and the community is making payments and Sentry is not wanting to refund the money after the ending of contract. Since the reconciliation is not done until the 25th of the following month it is hard to keep our records straight. Sentry has had many 2 property managers during our brief time and very vague delayed response. Our bills are being paid late and the vendors are contacting the community. Our water has been disconnected. We want all of our funds and to stop receiving money on our behalf. We asked not to send out assessments and fees for quarter 1 2024. They sent our assessments and now the financials are incorrect because we increased fees. Also, the community is paying the wrong amount that we are manually having to adjust the accounts in our new software. They are not reliable and seek large unidentified payments. Also, they did not follow the contract as we had written. So there are many violations and we simply want our money.
Business Response
Date: 04/09/2024
We apologize for the delay in responding. We took this matter seriously and conducted an audit of the account. Because of scheduling conflicts, the subject matter experts were not always readily available. We have uncovered discrepancies and overcharges. It appears that ******* late notices were distributed twice. We are working internally to review the records found and determine the amount of refund due. We will reach out to ******************** to provide that information once finalized.

Business Response
Date: 04/10/2024
We apologize for the delay in responding. We took this matter seriously and conducted an audit of the account. Because of scheduling conflicts, the subject matter experts were not always readily available. We have uncovered discrepancies and overcharges. It appears that ******* late notices were distributed twice. We are working internally to review the records found and determine the amount of refund due. We will reach out to ******************** to provide that information once finalized.
Customer Answer
Date: 04/16/2024

Complaint: 21333724

I am rejecting this response because: I do agree they were not supposed to send out the past due notices. However, we asked multiple times what makes up the charges for office supplies which were a large amount of monthly charges. We were supposed to be invoiced for any charge that was over the monthly fee per our contract and we never received any invoices. Having the large charges for office supplies is very vague. We had charges every month and don't know exactly what they were for. I do believe Sentry owes us additional funds for overcharging us and multiple late fees we have had to pay. Thank you for looking into this and taking our community seriously.

Sincerely,

*************************************
Business Response
Date: 05/02/2024
Someone from the local Sentry Team will be reaching out to communicate with you directly about the monies due. We apologize for the delay and hope this will be resolved shortly.
Customer Answer
Date: 05/02/2024

Complaint: 21333724

I am rejecting this response because: It is a vague response. There is no date or total that will be refunded. From my experience, Sentry is not reliable. I will not be closing the case until resolved.

Sincerely,

*************************************
Business Response
Date: 05/30/2024
We acknowledge the delay as we completed a comprehensive audit, and apologize for the frustration this caused.
The local Sentry team has concluded the review and provided final details via email today. We hope this satisfies the Board and resolves this complaint.
Customer Answer
Date: 06/11/2024
Sentry has made good faith effort to resolve the issue by refunding some funds from their errors. Thank you.
Initial Complaint
Date:02/20/2024
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.
I paid Sentry Management $150 for an application fee on a condo I was in contract with to close on 2/19/24 (******************** in **********, **). My mortgage lender informed me that they would not process the loan due information filled out on the condo questionnaire by Sentry Management regarding the said property. The entire deal ended up falling through and they were made aware. Later we found out that the information filled out on the questionnaire by Sentry was INCORRECT which cost both myself and the seller this real estate deal. They claimed there was a lawsuit on the property (there wasn't) and they also claimed there were no structural engineer reports (there was). I asked for my $150 application fee back since the deal fell through due to their negligence and it was no longer needed to process. They refused stating it is non-refundable. There is nothing on the application fee I filled out stating it is non-refundable. They also cashed my check 3 weeks after the deal fell through and they were made aware. I am out way more than this $150 due to their negligence (I also paid for an appraisal and inspection on the property). They refuse to refund my application fee after repeated attempts, and the reason I am asking for a refund is, again, due to their negligence on the condo questionnaire which was necessary to fill out by my lender because they also let the ****** *** approval expire on the condo as well.
Business Response
Date: 03/04/2024
We understand the frustration with the process. In reviewing the matter we found the following:
- The order was originally sent with litigation disclosed on 1/26/24.
- The inclusion of incorrect information was discovered and the modified order (absent the litigation information) was resent on 2/5/24.
- The corrected questionnaire was sent 14 days prior to the closing.
- With regards to the inspections/engineer reports - the questionnaire was completed based on the information available to the Sentry team at that time.
The application fee is paid to the Association and we are unable to provide a refund without approval from the ***** of ********** who have stated the fee is non-refundable.
We apologize for the unfortunate less than positive experience.
Initial Complaint
Date:02/20/2024
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.
They never send a statement when the bill is due. They only send reminders after the customers have accrued interest and late fees. Dishonest practice. They admit to their deceptive practice via e-mail.
Business Response
Date: 02/21/2024
The attachment provided has the correct information.
The paperwork this homeowner received was a reminder notice. No bills are sent out as the assessment is due the same day of every month. Your association provides a 30-day grace ****** before any fees are assessed.
Our role as the association management company is to assist the board of directors as they work hard to make the best decisions for the community. We assist with the day-to-day operations, Sentry is not an HOA, and has no authority in any association matters.
As stated in the attached email, the agent waived the late fees on behalf of the homeowner's ***** of ********** as a one time courtesy.
We hope that this clarifies and resolves the matter.
Customer Answer
Date: 02/21/2024

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:02/16/2024
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.
In 2020 The landscaper ******* damaged my driveway,and area around my front.door by using the weed.eater. I could not get this issue resolved for.three years even though my.atrorney presented camera videos to the board. The board finally had a company.jewel come to.do.preasure washing.to.remove.the marks.from my.driveway that.was.caused by the.antiqated machinery used by this company. On.03-01-2023 the board sent a letter that they would.pay.$250.00,to cover only the.cost of supplies not.to cover the damage which would.cost more. So.after the.board sent.my reply that I.would settle for $500.00. The board sent this.to.their attorney,and now.after I.was released from.my attorney so the board ,and I can talk still I have not.gotten a response from the board after agreeing to accept this small amount for.my property damage which should be $2,500. I've sent emails.with no.response.
Business Response
Date: 02/28/2024
In reviewing this matter we found that the homeowner has not provided a paid receipt for the completed work. The Board will refund up to $250.00 for the work completed after receiving the paid receipt.
Initial Complaint
Date:02/16/2024
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.
Purchased a home in ******* and I live in **. I ordered and paid for a pool key ($50) and pay a quarterly HOA fee of $120 for the use of the pool. On 10/30/2023 I wrote and mailed the check #** for the pool key. The check was cashed but I did not receive my key. After 3 calls to Sentry Management beginning on 2/12/2024, one yesterday 2/15/2024 and again today 2/16/2024 I have not received a call back. I just want the key that I purchased and what my $120 quarterly to use the pool is for.
Business Response
Date: 02/21/2024
In reviewing this matter, we found that this transaction took place prior to Sentry Management being chosen as the association management company for this community.
Our local office has been working with this homeowner to resolve the matter, and I am hopeful that this homeowner will be enjoying the community pool very soon.
Customer Answer
Date: 02/21/2024
After speaking to and emailing ************** ***, I was told that Sentry Management was taking care of this now and they (************** ***) couldn't help me. I spoke to Sentry Management on the dates provided in the original complaint and still no response as of today 2/21/2024. Someone needs to resolve this matter as the key was purchased and that is what we pay the *** fees for. (the use of the pool).

Best regards,
*************************
Customer Answer
Date: 02/22/2024

Complaint: 21303723

I am rejecting this response because:
After speaking to and emailing ************** ***, I was told that Sentry Management was taking care of this now and they (************** ***) couldn't help me. I spoke to Sentry Management on the dates provided in the original complaint and still no response as of today 2/21/2024. Someone needs to resolve this matter as the key was purchased and that is what we pay the *** fees for. (the use of the pool).

Best regards,
*************************

Sincerely,

*************************
Business Response
Date: 02/28/2024
We understand your frustration and agree that 4 days is too long to respond. Please keep in mind that we needed to research the matter and that all transitions can be difficult when it comes to communication and payments. We are committed to providing great service and understand that you have spoken to someone at the local office and we may have gotten this resolved by this point. We are confident that you will receive exceptional service moving forward.
Customer Answer
Date: 02/29/2024
On Thursday 2/22/2024 I received a call from ************************* from Sentry Management asking me to provide the front//back copy of my canceled check for the pool key which I emailed her and called her immediately after emailing it to be sure that she received it. ***** stated that she did and told me to give her a couple of days to do her research. Today is now 2/29/2024 we have not received any response regarding this matter.

Best regards,
*************************
Customer Answer
Date: 02/29/2024

Complaint: 21303723

I am rejecting this response because:
On Thursday 2/22/2024 I received a call from ************************* from Sentry Management asking me to provide the front//back copy of my canceled check for the pool key which I emailed her and called her immediately after emailing it to be sure that she received it. ***** stated that she did and told me to give her a couple of days to do her research. Today is now 2/29/2024 we have not received any response regarding this matter.

Best regards,
*************************
Business Response
Date: 03/08/2024
Again, we acknowledge the frustration and apologize for the delay. Transitions between management companies can be challenging.
A key has been mailed as per the homeowner's direction and we hope this matter is resolved.
Customer Answer
Date: 03/11/2024
Thank you for your time in this matter. I finally did receive the key. If I have any more questions or concerns, I will speak to ************************* from Sentry Management.

Best regards,
*************************
Customer Answer
Date: 03/11/2024

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:02/13/2024
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.
The attic of the building where my apartment is located has bats. I reported this issues that are related to the common building and contacted HOA Sentry Management ********************************* since September 7, 2023 to clean the attic from bats as they infested balconies below the roof and walking stairs that are used by all tenants with no help via an email and via phone called. I contacted ****************************, who also spoke with *********************************, who did nothing. In her comments to other tenants, to ************************* and during HOA meeting, she told that she would not sent anyone to check the attic as my presence is required for the Property Management to check attic, which is strange but I made myself available in September 2023 and November 2023 and in February 2024 but **************** never sent anyone. I contacted her again on 2/12/2024, left messages with the Sentry Management representative and sent her an email with no reply back, called today again and got only a voice mail, left message again with no reply back. Covering unwillingness to clean the attic by requesting tenants visiting attic with them and when the tenant is available, simply ignore it is unacceptable. The presence of bats above our balconies is unacceptable. Please find the history of my requests in the attachment:Health Hazard: histoplasmosis and rabies. It increases risk of serious and irreversible health issues. Bats' nests are in the attic above balconies. Many work orders were created, many phone calls were made, many emails were written to **************** with no result. As I was told by other tenants, during HOA meetings, **************** misrepresents the situation to public to avoid dealing with the issue, comes up with different excuses and manipulates the whole situation. See an attachment for details.
Business Response
Date: 02/21/2024
In reviewing this matter we found that the crux of the problem was homeowner availability. (we thank this homeowner for their service!)
We are pleased to know that this matter has been resolved.
Customer Answer
Date: 02/21/2024

Complaint: 21286493

I am rejecting this response because the issue is not resolved.

Sincerely,

Inna Voinich
Business Response
Date: 02/22/2024
Our sincere apologies, we understood that the local Sentry team was able to schedule a time for the pest control folks to meet the homeowner. It appears as though the scheduling challenge has been resolved. It is our hope that the pest control folks are able to address the issue quickly.
Customer Answer
Date: 02/22/2024

Complaint: 21286493

I am rejecting this response because the resolution of this health hazard should not be only scheduling pest control but for pest control to seal all holes in our building that allow bats enter attic for sleep and hibernation. We have many holes under the roof of the building (24 apartments) over stairs and balconies and possibly in other areas that are used by bats to enter the building. Tenant are hoping that they would not risk their health because of bats in upcoming season.
Sincerely,

Inna Voinich
Initial Complaint
Date:02/10/2024
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 have paid Sentry Management HOA fees on an auto payment basis coming out of my account the 5th of every month with exception of when I took ownership of the condo, which I sent the amount missed as evident by the attached document of bank records. I also attempted to contact Sentry multiple times via phone and email with no assistance or explanation given. I know have received a notice to lien by their attorney's for un-paid dues. I have attempted to contact them again but have not received clarification or a call/email back.
Business Response
Date: 02/12/2024
In reviewing this matter we find that the homeowner currently has a zero balance due, and was informed of this on 2/11/2024. There have been several interactions with Sentry team members over the last month regarding this matter, and it has been resolved.

We apologize for the delay in resolution. These types of matters must be approved by the ***** of ********** as Sentry Management has no authority to make adjustments to homeowner ledgers. We are pleased to find that this issue is concluded. We look forward to continuing to provide this homeowner and *********** Village exceptional customer experiences.
Initial Complaint
Date:01/22/2024
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 am a resident of Heritage Pointe, a condominium in ***************. Our complex was damaged in Hurricane **** My association told us to order new appliances - frig, dishwasher, stove - to replace the hurricane damaged ones and submit a receipt by 12-1-23 to get reimbursed up to about $4400. I bought these three appliances in November and submitted my receipt for $3062 to the association on 11-3-23, and they submitted it to Sentry Management ***** our property manager, who is responsible for issuing the checks. Then, I spent about two months waiting for my check. On January 9 I asked the receptionist for Heritage Pointe where the check was and she in turn asked ***************************, the associations contact person at Sentry in the *************** office. That same day ******* said it had been issued, check number ******, in the amount of $3062.25. We told her that I never received it. The receptionist asked her to put a stop payment on it and reissue it, and ******* said she requested this be done. So I waited another week and no check. On January 17 I followed up with ******* to see if she sent another check. In response she said she could put a stop payment on the original check and reissue it if I wanted. I thought based on what she said previously on January 9 she had done this already, but I said again yes, please do that and also leave it at your office so I can come and pick it up. I have not heard from her since. As a result of all of this I do not believe Sentry is taking any action to fulfill its obligation to compensate me for the appliances.
Customer Answer
Date: 02/09/2024
The problem has been resolved beautifully and I have my money! You guys are the best!

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