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

205 total complaints in the last 3 years.
85 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: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!
Initial Complaint
Date:01/21/2024
Type:Delivery 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 January 4, ****, I notified Sentry Management **** that I have not received my ******* ***************** ********************* Assessment Coupon Payment Booklet. I was suppose to receive it by October of 2023. I was promised delivery of my coupon payment booklet within **** business days of my email January 4, ****. It is now January 21, **** and the **** business days have expired and I still have not received my ******* ***************** ********************* Assessment Coupon Payment Booklet.
Customer Answer
Date: 01/27/2024
The Sentry Management payment coupon book arrived extremely late and past due on Saturday January 27, ****. It contains 4 quarterly payments of $656.00. However, I discovered through monitoring my Sentry Management account, that the ********************** community manager and sentry management raised the 4 quarterly payments to $685.00 without notifying the residents of **********************. No email communication and no letter of communication was sent to the residents of ********************** that the rates have been increased. The Sentry Management payment coupon book payments do no contain the correct coupon payments due to Sentry Management.
Business Response
Date: 01/31/2024
We apologize for the delay in the coupons. Due to unforeseen circumstances, there was a delay in getting the budget approved. The budget has now been approved, and the coupons have been mailed out. You should receive them soon. Interest fees will be waived for January, ****.
Initial Complaint
Date:01/21/2024
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.
See letter attached. $50 charge. Not too worried about the charge just want the Management company to be held accountable and do a better job.
Business Response
Date: 02/21/2024
In reviewing this matter we found that the homeowner was advised to repaint his home beginning in October, 2022. The homeowner acknowledged that he got the violation letters (that also indicated that he must submit an *** request for painting). The homeowner emailed us several times over the next several months asking for more time to comply due to different reasons. Several months passed before levying any fine.
The homeowner submitted the *** Paint request on 7/23/23 and received approval on 8/1/23.
Customer Answer
Date: 02/21/2024

Complaint: 21177052

I am rejecting this response because:
Read the atttached doc, we requested an extension (and followed up 3 times ** there was no response). Finally response was "I will see if we can extend the deadline. I will update you when I have more information.
No reply ever, until 6 months later, after a fine was applied "Not approved extension"
Sincerely,

****************************************
Business Response
Date: 03/18/2024
Again, we understand the frustration. The violation policy is part of the association's governing documents, and was adhered to. We are not authorized to provide a refund of association funds.
Customer Answer
Date: 03/18/2024

Complaint: 21177052

I am rejecting this response because:
Continued lack of service.

Sincerely,

****************************************
Business Response
Date: 03/27/2024
As explained before, we work at the direction of the ***** and have no authority over association matters. We apologize again ad understand the frustration. We simply cannot do anything other than work at the direction of the ***** of **********
Customer Answer
Date: 03/28/2024

Complaint: 21177052

I am rejecting this response because:
Issues stem from the lack of process, of adhering to any set times for response on home issues, emails, calls, etc. This is not an issue about the money at this point ($50 is not worth even inputting a complaint in the first place). The larger issue of an acceptable response time is still an issue that is constantly brought up with no solve placed by anyone in charge.

Sincerely,

****************************************
Initial Complaint
Date:01/19/2024
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.
Sentry Management controls the *** for my condo association. We pay $290 monthly for repairs, maintenance, some utilities, etc. Reporting to our local *** rep is miserable, he is rude, aggressive, and hangs up on you. It was only after threatening to call the county for obvious code violations that any lighting was fixed. Now, some stairs and railings are decaying, there are cracks in the foundation and walls, and places where the railing isn't even attached to anything. I've been trying for days to get someone to look at it, but keep getting pushed to the side. The stairs are dangerous to walk on, they wobble and bounce and crack under you. Now I have to contact my own insurance as there is damage to the inside of my home. I'm curious if they're actually spending the money we pay on the condos. It doesn't seem like they do.
Customer Answer
Date: 01/20/2024
I do not want the jpeg sent to be shared with the company or the public, as it has my name and address.
Business Response
Date: 01/31/2024
The ***** is aware of the issue a contractor was contacted to provide a bid for the ***** to review.

It may help the homeowner to outline the role of Sentry Management in their community. We are honored to be the association management company for this homeowner's association, and work at the direction of the *** *****. The ***** of ********* are hard working neighbors volunteering their time to make the best decisions for the community. Sentry Management is neither the *** nor are we a property management company. We do not provide onsite maintenance.
When there is a maintenance issue, it is reported to the ***** and they decide how best to proceed.
We hope this provides clarity, and we are confident that the matter mentioned will be resolved soon.
Customer Answer
Date: 01/31/2024

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. I understand their role, but am frustrated with the lack of clear communication and various 'volunteers' outright ignoring issues in the community they work for.

Sincerely,

*************************
Initial Complaint
Date:01/12/2024
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 asking for the record of my online payments that I made in 2020 and 2021. I keep getting the run around from their customer service personnel Remy. I made payments online and the company is claiming that I don't exist in their system at all, or have any record of my account, yet I have records of one of the online transactions. I want the records of both the payments I made online.
Business Response
Date: 01/31/2024
We are unable to locate you in our system by name or address listed. We also have no "Remy" on our team. A Sentry team member has reached out to you via email to gather more information.
Initial Complaint
Date:12/31/2023
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.
Sentry Management's poor management has reached record heights.We've had trash stack up to inhumane heights. There's still maintenance to be performed on the property. No one's answering the phone, nor the email, nor their office door.Now they intend to double the price of monthly payments. They've insisted they sent out documentation regarding this but we've gotten nothing as of yet. And when we requested the information online, not a word.Not to mention that they only post very small notices about community meetings and send no emails whatsoever. They're ignoring us on purpose.I'm looking into legal options, but this is just a mess. And they aren't resolving anything.
Business Response
Date: 01/21/2024
In reviewing the matter brought to our attention here, we found that the homeowner has received all of the information requested. Both the homeowner and his sister (co-owner) have been communicated with. We have resolved this matter as of the communication dated 1/3/2024..
Customer Answer
Date: 01/21/2024

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:12/20/2023
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.
Sentry Management charged me an "administrative fee" of $48.50 for posting meeting minutes to our Community Pro Portal. The portal and the administrative and record keeping duties required to keep it up to date are already paid for through our contract with Sentry Management. It is absolutely unprofessional to charge an additional $48.50 on top of what they're already paid. I contacted *******************, the Division President, on 5 Dec but she was unwilling to reverse this charge
Business Response
Date: 12/21/2023
The homeowner agreed in writing to pay the fee for an expedited records request. We provided the 5 years of documents he requested in the timeline promised.
Customer Answer
Date: 12/28/2023

Complaint: 21037959

I am rejecting this response because:
I did NOT agree to an administrative fee for an expedited request. First, the 21 days they took to fulfill my request can by no means be considered expedited. Our bylaws require compliance within 48 hours. Second, I agreed to pay "the reasonable cost of reproduction", again according to our bylaws. The reason I had to request copies of these minutes was because they were not posted on the portal as required. Three weeks after my request the minutes were on the portal and I downloaded them myself. This information is for all members and is already paid for by all members. I shouldn't have to pay again. I told Sentry Management if they insisted on charging me they should at least send me the paper copies, but they chose not to. I'm attempting to attach emails that show what I agreed to pay for and what I got.

Sincerely,

*********************
Customer Answer
Date: 12/28/2023
Regarding complaint id ********, I tried to load a PDF file of email correspondence to support my claim, but cannot get it to work. Can you help?
Customer Answer
Date: 12/28/2023
I was unable to include this with my response. Please send this to Sentry Management if possible.
Customer Answer
Date: 01/08/2024
The attached emails show I did NOT agree to an administrative fee for an expedited request. I agreed to pay "the reasonable cost of reproduction", as required by our bylaws. I never got copies of the minutes, nor did I get expedited service. After three weeks I got to download the minutes from the portal myself and make copies on my own. The portal service was paid for as part of our service contract with Sentry Management and available to all members. If the minutes had been posted there as required I would not have had to request copies.
Business Response
Date: 01/31/2024

Additional records request is not a part of the management agreement and per the homeowner's email, they agreed to pay the contracted price for such additional records.
Customer Answer
Date: 01/31/2024

Complaint: 21037959

I am rejecting this response because:
This was NOT an ADDITIONAL records request. Our governing documents and ***** statutes require that meeting minutes be kept and made available to HOA members.
According to the Sentry Management website,
"CommunityPro, is designed by Sentry for Sentry community management. It supports functions for record keeping, reporting, communications, and lots more."
We pay for the record keeping and reporting aspects of this portal as part of our contract with Sentry Management. My request was not for additional records, but for the records they were supposed to provide on the portal. Some of the minutes were already posted on the portal, so I requested paper COPIES of the minutes that were not yet posted. I agreed to pay a reasonable fee to cover the cost of making these copies. I never received those copies, but eventually the minutes were posted on the portal and I was charged an administrative fee. I should not have to pay for copies I never received or to pay for the minutes being posted to the portal, as that is part of the services we pay for as an association.
I urge Sentry Management to read the previously provided email chain between their community manager and myself to verify this information.
Sincerely,
*********************
Business Response
Date: 01/31/2024
We understand this homeowner is frustrated, but the request was prioritized and the administrative time was taken to provide the information quickly for this homeowner. The email chain provided by the homeowner outlines what transpired and the fee for the administrative work to be performed was clearly stated and due.
We are hopeful that we can move on from this matter.
Initial Complaint
Date:12/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out to Sentry Management for almost two months about a car being illegally parked in front of my home and they have yet to send out the community manager or give me a call back. *** only is it in front of my home, its the entire community at this point, and there is designated parking for everyone. Every time I have asked to speak with a manager, I have been directed to a **** who is a customer service rep. *** a manager. ***************** has been giving me the run around for weeks and has yet to call me back about the matter. I plan on hiring an attorney because there should to be towing signs posted at the entry of each community and you all are event complying with your own rules. The declaration of covenants states that those who live in the community are to park in garages, driveways, or other designated areas. I would like the matter handled promptly due to this being an eye sore in front of my home.
Business Response
Date: 12/21/2023
We appreciate feedback and the opportunity to resolve challenges.
We apologize for the lapse in communication.
In reviewing with your local team, they are aware and have been working on this matter. Someone from Sentry will be reaching out to the homeowner today.
Initial Complaint
Date:12/06/2023
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.
Zero issues Ive had since moving into ****** view condominiums, has ever been resolved by century management. This stems from as ***** as the fire alarm going off, nonstop to the employee from a janitorial service that has been reported to assaulting verbally a resident hasnt ever been a properly addressed even when there are said cameras to be on the property. Someone needs to phone me immediately.
Business Response
Date: 12/20/2023
We appreciate the feedback and are always looking for ways to improve our service.
In this instance, the challenges described are not matters Sentry Management can resolve. Oftentimes homeowners misunderstand our role within their community. We were honored to have been hired by the association ***** of ********* to assist them with the day to day administrative activities associated with managing their community. The ***** is made up of hard working volunteers and they are tasks with making the best decisions for all homeowners. Sentry Management is not a property management company.
We understand that this homeowner has had conversations with both the Division Vice President and the Division President on these matters and is still not satisfied. We do not have the authority to do anything but report these types of requests to the ***** for action.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Sentry Management, Inc. is BBB Accredited.