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.

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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:12/05/2023
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.
Sentry Management has paid bills from the funds of ********* @ King **** for another community. ***************** @ ************. At the direction of ********* @ ********* President ************************* told Sentry Management not to discuss any business with the ******************************************** and the Secretary ************************* in an attempt to hide the misappropriation of funds. Sentry Management will not return phone calls or emails to discuss the misappropriation issues.
Business Response
Date: 02/01/2024
Several Sentry Team members, including our Division President, have met with the Lake Iris at ************ BOD over the past few weeks.
Occasionally we are faced with serving association boards whose board members are not in alignment. Generally, our point of contact is the Board President, and we take our direction from them.
In this case, we did adjust our cadence of communication to now meet with the entire board to avoid any miscommunication. The matters in this complaint have been discussed and explained, We have taken accountability for errors made and explained the items that needed clarification.
We are aware also, of a recent erroneous past due reminder mailing, and will meet with the Board to apologize for that.
Sentry Management is committed to nurturing communities we are all proud to call home. We are hopeful that we can move forward with the goal of working together to support this community.
Initial Complaint
Date:11/30/2023
Type:Customer Service 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 made numerous attempts to be contacted by this business since October 23, 2023. Since April 2023 when Sentry Management changed how Towne Village Homeowners could view the portal to view financials and documents of the community, I have not been able to see any information since April 2023. I was working with *********************** who was the community manager for our subdivision, however after she left the company in August 2023, there has been no further communication from this property management company. They are still showing *********************** as the community manager. I have spoken with ***** on several occasions on October 23, and ******************************************************** Spoke with **** at the Headquarters located in ******** ******* on November 13, 2023, and was told a supervisor would contact me by the name of ***** still no call. Received an email from ***************** on November 17 2023 who advised me the Community Manager was *********************** left a message for her on November 20, 2023 still no call returned. Sent an email to ***************** on November 29, 2023, but still no response. Spoke with **** on November 28, still showing *********************** as Community Manager was advised that this person is no longer working there. Called on November 30 2023 was put on hold by ****** and she hung the phone up. This is unacceptable that as a homeowner who pays their assessments on time for 5 years since I have owned my home, I am questioning the integrity of this company and would like someone to contact me to let me know who is the Community Manager and why and when do we expect to see the financials of this community, as well as requesting to view the financials in the office which as a homeowner I am *********** do so.
Business Response
Date: 12/20/2023
We apologize and understand the frustration with the lack of communication. Manager turnover is an ongoing issue in the industry and transitioning to a new manager is sometimes challenging. We are working with your local team to resolve this and will have someone reach out to you to assist.
Unfortunately we have also been experiencing some technical issues where our phone system is dropping calls periodically, through no fault of our agents. We are aware and working on a solution.
Please rest assured that everyone in Sentry Management offices across ***************** share a common goal of nurturing communities we are all proud to call home. It is our privilege to serve our communities and we will address this quickly.
Customer Answer
Date: 12/28/2023

Complaint: 20939390

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 01/10/2024
Sentry Management did not address the concern and issue I addressed in my complaint regarding why since they updated the portal in April 2023 that homeowners have Never been able to view the financials or bylaws on their website. Numerous letters sent to Sentry requesting when will Towne Village homeowners be able to view these important documents that homeowners should be able to view, Sentry never has corrected the issue. I would like this concern addressed.
Business Response
Date: 01/31/2024
Effective 12/31/2023 we no longer manage Towne Village. The new management company information is below. All financial information has been turned over to the new management company and so the homeowner would need to make a formal records request through them.

Due to a change in software, the financial information was no longer published to the homeowner portal in the same manner.

*****************************
L.S. Management &Associates, Inc.
Tel: ************
Fax: ************
**************************************************************; 30281
Initial Complaint
Date:11/26/2023
Type:Customer Service 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 made online payments to Sentry Management through their Click Pay Portal on September 1 (Sept 1 *************** Payment), September 30 (Oct 1 *************** Payment) and November 1 (Nov 1 *************** Payment). I have been receiving late fees and interest charges for several months. Our *************** are due by the 1st of every month. I have been trying to get my account updated to reflect my payments being made on time and the only option resolution they are giving me is for me to setup Auto Pay and that is not an option for me. This new management company evidentially has an outdated payment system, because if I am submitting my payment with a debit card the payment should process immediately. I have been submitting my payments online since July in the amount of $294.95 ($285 *************** and $9.95 Processing Fee). Totaling $1,474.75 as of November 1st. Thank you in advance for your assistance. *******************************
Business Response
Date: 12/15/2023
This owner is paying with a debit/credit card and the payments are taking 3 business days to post which caused the fees to apply in September since the 1st was on a Friday. The October & November fees were charged due to the September fees.

We did adjust all the fees, but the owner would want to pay a few days prior to the first to allow the 3 business days for the payment to post to their ledger if they continue to pay with a debit/credit card. If they switch to an E-check payment method it would post the next business day.
Some information about our payment provider:
ClickPay has a system whereby homeowners make a payment using a credit card/debit card. But, you should know that ClickPay may not receive the actual funds from ************ for several business days. As you can appreciate, they are unable to send money to Sentry for the transaction until they receive it. This behind the scenes money movement is not in any way controlled by Sentry. We have worked with different payment processors over the years and they follow the same process and have the same timelines. We are working on a solution that recognizes payment on the date that the homeowner inputs the transaction in ClickPays portal. It may seem like a simple solution as that date is tracked. It is actually far more complicated than it would seem on several levels, but it is our goal to get there in **** because of this exact situation.

While I can appreciate the homeowner expects that payment is immediate, there is notice on Clickpay's website that it could take several days. Remember that there is another day for ClickPay to send Sentry the funds and for Sentry to digest the transactions.
We do understand the homeowner's frustration in this matter.
Initial Complaint
Date:11/17/2023
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.
Violation sent to my home that was incorrect. Appears numbers in address mix up-my address is **** neighbor **** that the violation should have been sent to. Which as of 11/16/23 appears he fixed the issue I have emailed, called and spoke directly to a representative with no resolution. Rep ****** she cannot assist with issue as she only forwards responses from the community manger to residents. Still, no returned calls or email response with assistance yet, I am still being harassed with notices. Filing complaint since it is IMPOSSIBLE to resolve this issue directly with Sentry. I want my address cleared of this violation and letter sent to me with such explanation. As a home owner I abide by HOA rules but most importantly I take pride in my home being well kept.
Business Response
Date: 11/30/2023
We understand that communication has been had with the ********************* Manager, and that the violation was intended for this homeowner. An extension of the deadline was offered.

We encourage the homeowner to continue working with the ********************* Manager, as she is working at the direction of the Board on this matter.
Initial Complaint
Date:11/15/2023
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.
02/01/2023, Sentry signed in agreement with HOA, but fails communicate responses to email, phone calls, and certified letters. Community voted out Treasurer and President and installed new board per the covenant, but Sentry fails to recognize
Business Response
Date: 12/15/2023
Your Sentry team is continuing to work at the direction of the Board. Our Board point of contact is the President.
The validity of the meeting to vote out board members has not been confirmed by the attorneys.
It is an unfortunate situation that we are working through to meet our commitments. We are hopeful that this will be resolved in a manner that best serves the community soon.
Customer Answer
Date: 12/28/2023

Complaint: 20875896

I am rejecting this response because: The attorney did give; direction and it was followed. ******** from Sentry sent an email stating that Sentry provides accounting services only to the community. Attached is the correspondence
Sincerely,

*******************************
Business Response
Date: 01/31/2024
We continue to take direction from the Board and Association counsel. We have no authority to do otherwise. We understand the contentious nature of the matter and are hopeful that the Board can become unified for the good of the community.
Customer Answer
Date: 02/03/2024

Complaint: 20875896

I am rejecting this response because: There was an election, a new board was elected under the direction of the attorney. ******** from Sentry was furnished a copy of the minutes and elections results. The former appointed not elected president **** ended 12/23/2023 as set by our covenant. Sentry serves the ***************** not the other way around. Sentry must recognize and communicate with the new board in order to continue doing business

Sincerely,

*******************************
Customer Answer
Date: 02/05/2024
Following Sentry's response, our covenant does not mandate the involvement of an attorney. As per the covenant, Sentry possesses a copy. According to the covenant's guidelines, procedures were executed under the direction of an attorney, resulting in the establishment of a new governing board duly recognized by the secretary of state. Should Sentry require another attorney review of the covenant, they are responsible for the associated expenses. Additionally, in accordance with Article III, Section 18 of our binding covenant, our contract with Sentry is valid for only one year. Therefore, as president, the appropriate course of action is to terminate all business dealings with Sentry. Attached is copy of our covenant for your review Since we no longer have a binding agreement with Sentry and we desire to terminate our relationship with Sentry, we are furthermore requesting that Sentry returns the full balance of the funds in our account. The current board will provide the account number to which funds will be sent.
Business Response
Date: 02/16/2024
An attorney has been consulted regarding this matter. Because of the continued dispute regarding the validity of the meeting and vote, all parties have been at a standstill.
Additionally, the management agreement has not been interpreted correctly in the complaint. The termination clause outlines the course of action needed.
Again, we are disheartened by the chain of events are are working hard to uphold our agreement with the association.

Customer Answer
Date: 02/17/2024

Complaint: 20875896

I am rejecting this response because: The most recent discussion with the attorney occurred in October, during which he provided instructions, accepted the petition, and the community adhered precisely to those instructions. ***** has requested the meeting minutes, a copy of the ballots, and the results. Our covenant stipulates that contracts are valid for only one year, and Sentry has yet to furnish a notarized, signed agreement. According to our covenant, no assessments can be levied without an approved budget. Despite my attempts to reach out via phone, email, and in-person visits to their office, Sentry has not engaged in any discussion. It is evident that it is time for our community to seek a new management direction without Sentry. Attached are...

Sincerely,

*******************************
Customer Answer
Date: 02/17/2024
The most recent discussion with the attorney occurred in October, during which he provided instructions, accepted the petition, and the community adhered precisely to those instructions. ***** has requested the meeting minutes, a copy of the ballots, and the results. Our covenant stipulates that contracts are valid for only one year, and Sentry has yet to furnish a notarized, signed agreement. According to our covenant, no assessments can be levied without an approved budget. Despite my attempts to reach out via phone, email, and in-person visits to their office, Sentry has not engaged in any discussion. It is evident that it is time for our community to seek a new management direction without Sentry. Attached are emails Asking for ballots, minutes , statement clarification, they not attorneys, the directions from the attorney. Sentry must cease from collecting assignments and our contract has ended.
Initial Complaint
Date:11/03/2023
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.
Sentry management company representative does not return emails or resolve issues from United Landscaping who has damaged our grass months ago. I was called last week saying they were coming out to evaluate damage. I sent repeated emails to confirm time with no response. This has been going on for months. The damage needs to be addressed however it keeps happening and Sentry is supposed work with United and the homeowner to get it rectified and solution to prevent in the ********** is new sod that was damaged by Uniteds mowers.
Business Response
Date: 11/30/2023
We understand that the ***** of ********* has addressed this with the homeowners directly.

We find that homeowners oftentimes do not have a clear understanding of our role in their community, which is the case in this instance. We work at the direction of the ***** to assist them with the day to day administrative tasks associated with the smooth management of their community. We do not have decision making authority, and work at the direction of the *****.
We hope this clarifies.
Initial Complaint
Date:10/24/2023
Type:Customer Service 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.
On July 5th I made Sentry Management contacts, ***************************** and ***************************** aware of a shutter that fell off the second story of the Condo I own in *********. I have sent repeated emails in which I was told a repair would be scheduled. As of today, the shutter is still sitting by the front door of the condo waiting to be reattached. I cannot get either contact to communicate with me to let me know the work is scheduled. I prefer that they handle this, but have emailed that without their response I may be forced to hire someone and deduct the cost from my ***************.
Customer Answer
Date: 10/30/2023
To resolve this matter, I would ask that Sentry Management confirm schedule of repair and completion of repair. This request with Sentry Management began in July, 2023 and has had no action to date. Thank you,
Business Response
Date: 11/08/2023
We apologize for the less than positive experience. We understand that the repair has been made. We hope that moving forward your experiences with Sentry will be positive ones.
Customer Answer
Date: 11/10/2023

Complaint: 20773842

I am rejecting this response because: Work is 90% complete per message received from repair company.

Sincerely,

***********************
Business Response
Date: 11/30/2023
We apologize for the incorrect information previously shared. We are confident that the work has been completed at this time and hope that this matter has been resolved to the homeowner's satisfaction.
Customer Answer
Date: 12/09/2023

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:10/19/2023
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 purchased my home in FC community last year and I contacted Sentry Management concerning some issues (a few they fixed after numerous emails and messages). There are major issues with the outside of the building that I live in alone that has not been taken care of , nor can I get a response back about as to when they will be taken care of. My biggest issue is that I pay my dues every month as a home owner and I can't get the property manager on the line for answers nor can I get a response from our Board for anything. We have not had an official H.O.A. meeting as of yet. There is debris in the back of bldg 2 that was here before I moved in last year, this debris look like it has been there for some years. It is also under the bushes of our building and I reported this last year.The landscapers cuts the bushes but leaves the cutting on top of the bushes and on the ground and around the bushes.The exposed wires on the property are dangerous and the ** men complained to me because it was dangerous for them as they worked to repair my ** unit.The handicap sign has been removed only the pole stands. We need a sign at the entrance to let people know that this Private property and not a apartment complex that's open to the public.We are a pet friendly community but there are no receptacles and bags to place their waste in and homeowners are not being responsible , some are not using leashes for their pets either.This neglect has to stop now because it is a breach of contract for this community.We are a very small *************** and we deserve to be nurtured and we want to be proud of our community as well, but how can we , when you want take care of it and shutters are falling off the building. Our property needs to be taken care of just like the other properties you all manage and not to be overlooked and in ruins.
Customer Answer
Date: 12/12/2023
I sent my complaint in to get answers from Sentry. I am just getting a reply back from the BBB. Please follow up and help to resolve this matter.
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 tasked with making the best decisions for all homeowners.
Sentry Management is not a property management company. We have no authority to address any of these concerns. We do forward all concerns to the ***** for appropriate action.
We understand that these types of situations can be frustrating. We encourage homeowners to attend ***** meetings to have their voice heard.
Customer Answer
Date: 12/21/2023

Complaint: 20743939

I am rejecting this response because: We have requested the ************ meeting that has not taken place as of yet. According to the By Laws there is to be an Annual meeting yearly( hint the word ANNUAL). So, what do we the homeowners who live in the community suppose to do, when the Board doesn't follow the guide lines? Our property is suffering from neglect and I pay my dues every month. Must do better, what ever your role is in this community.

Sincerely,

*******************************
Business Response
Date: 12/21/2023
We do understand the frustration, but we also work at the direction of your *****. We have no authority over the ***** of **********
Customer Answer
Date: 12/22/2023

Complaint: 20743939

I am rejecting this response because: Then advise them to set an Annual meeting each year as stated in the By Laws.

Sincerely,

*******************************
Customer Answer
Date: 01/10/2024
So who paid BBB off from Sentry? Shame on BBB to try and make it seem as if we didn't responded in time, when we did! If BBB couldn't get a response from Sentry, then say that and not blame the consumer. Thank you BBB and Sentry for nothing.
Initial Complaint
Date:10/12/2023
Type:Customer Service 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 condo where I reside flooded from the upstairs neighbor fridge. Her insurance sent a water team that came to asses and remedy the problem on July 13, 2023. The incident was reported to HOA and Board members. ********s insurance sent $10k for repairs. I was informed by Sentry that they would have to meet with the Board and their attorneys as the condition of my unit suffered a lot of damage and some may have been pre-existing. Fast forward to September 27, 2023 I was informed that the Condo master insurance has denied my claim for reconstruction. As a result I have been living in an unhealthy inhabitable unit with no drywall or carpet in 80% of the home. Sentry did not send anyone to assess or indirect my unit until the end of August at which time no communication was reiterated about the process. I’ve requested meetings, to no avail. They had (3) three estimates from contractors one of which is a landscaping company that dies the upkeep of the property outside. On one hand I was told “we’re waiting for final estimates and wrote up to proceed” only to be told claim was denied no repairs will be scheduled at this time.
Business Response
Date: 10/11/2023
We understand the frustration this homeowner feels, and have reviewed the matter to ensure Sentry has followed best practices.
Oftentimes homeowners don't understand Sentry Management's role in their community. We are not a property management company, but instead, an association management company who has been hired by the board to assist them with the day to day duties of running their community. We work at the direction of the board, comprised of neighbors who volunteer their time working hard to make the best decisions for the community. The goal of both the Board and Sentry is to ensure that the association governing documents are being adhered to, and that all legal requirements are met.
In the review we found that this was a
homeowner-to-homeowner leak reported to Sentry on 7/20/2023. The unit where
the damages originated filed a claim with their insurance, ********s. The cause
of the leak was the water line becoming disconnected from the refrigerator.
********s sent out ******** to mitigate the damages. The local Sentry team received a call
from ********s stating they were sending over the $10k. At this time, a review of both units was scheduled and the review as completed on 8/11/2023. At that time, the 2nd contractor expressed concern
as the mitigation completed did not line up with the cause of the
damages. ******** was contacted to find out why the unit was
gutted. The project manager advised that the tenant brought certain issues to his attention. With
mold being present in the unit, they mitigated the mold and identified 3 points
of water intrusion. The written explanation is attached
below. Once this information was received, in writing, the board instructed our
office to follow up with the association attorney. The attorney advised at that time to
file an insurance claim for this unit. The attached documents were sent to
Westminster on 9/21/2023 and a denial email was received on 9/28/2023. We are currently awaiting the written denial in the mail. The adjustor advised of the following: "We have inspected the unit and her damages
will be denied. Attached are some of the photographs showing surface
water, rot, water through the foundation wall, seepage more than 14 days, etc.". The photos from the adjustor with the findings written at the
bottom of each photo are attached.

Pursuant to Article V, Section 13(b)(i) of the Association’s
Bylaws, you are responsible for maintaining and repairing the Unit. Your
failure to maintain the Unit to stop or remove the mold growth and infestation
is in violation of Article V, Section 13(b)(i) of the Bylaws. Finally, the
Association has the right to maintain, repair, or replace any damage to the
Unit that was caused by your negligence, misuse, or neglect, at your cost.
Specifically, Article V, Section 13(b)(iv) of the Bylaws provides: Each Unit
Owner shall be responsible for, and promptly after demand, shall reimburse the
Association for the cost of maintaining, repairing or replacing any damage to
the Common Elements or any portion of his Unit required to be maintained,
repaired or replaced by the Association which is caused by the negligence,
misuse or neglect of such Unit Owner. Such reimbursement shall be collected by
the Association from the Unit Owner obligated therefor in the same manner as
set forth in Article V of these bylaws for the collection of common charges.

All supporting information, photos and details have been attached
and are below.
Business Response
Date: 11/01/2023
We absolutely understand the frustration.
Sentry Management is not denying any claim. As the Association Management Company, we do not hold any insurance policies for the association. As explained previously, we are honored to have been hired by the Board of Directors to assist them with the day to day administrative duties of running their association. The board, who are neighbors volunteering their time, work hard to make the best decisions for the community. We work at their direction.
Another point of clarification is that Sentry Management is not a property management company. There is a distinction there, where property management includes responsibilities and a level of authority that we simply do not have.
We are awaiting the letter of denial from the insurance company and will provide that once obtained.
Unfortunately we are unable to assist further, but will continue to share your concerns with the Board of Directors.
Customer Answer
Date: 11/03/2023

Complaint: ********

I am rejecting this response because:
First off, I don’t think that Sentry Management has any idea of the frustration I am experiencing, or we would not be going through this exercise.

Sentry Management is denying the claim regardless of what they are telling you. They took the approach that the decision to deny a valid insurance claim that has already been remediated and awaiting completion due to their poor management. They hold a check for $10,000 from the insurance company that they failed to mention they have in their possession from ********’s Insurance who deemed the above homeowner in 8780 was liable.
They claim they are not a Property Management Company, yet they are the only entity communicating with me. I’ve not spoken to or received any correspondence from this Board of Directors they are referring to. Not once has anyone identifying themselves as a Board of Director has contacted me in any form or fashion. Sentry Management is hiding behind the Board of Directors who are ignoring those fiduciary responsibilities in this matter. As far as The Board of Directors are concerned, yes, they are volunteers, but they are not making the best decisions for the community. If so, this would be resolved and would not have gotten to the point where it is. What the Board of Directors are doing is mismanaging this community with the assistance of Sentry Management. Sentry Management is as complicit in this matter more so than the Board of Directors. The Association is self-insuring itself with a high deductible and is stalling this claim. Meanwhile I am in a home with mold, no installation, exposed electrical wiring, nails and tacks coming out of the flooring, no drywall, no kitchen and that is 2/3rds inhabitable due to no damage of my own and I’m being forced to suffer the consequences due to both Sentry Management and The Board of Directors mismanagement and quite possibly insurance fraud.

Please share my concerns with The Board of Directors as I’ve left messages through Sentry in an attempt to meet with them, to no avail.
Initial Complaint
Date:09/26/2023
Type:Customer Service 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 handles my hoa and now payments are sent to click pay. I made my hoa payment on September 12, 2023 from my personal account. Clickpay refunded my payment back to my bank. I tried to go online and make a payment but my account is blocked from accepting payments. No one at sentry is returning my phone and my hoa due are current. I just trying to pay my hoa due on time but Sentry is making this impossiblle.
Business Response
Date: 10/10/2023
We apologize for the experience. The account was inaccessible for a period of time and we have found in a review of the matter that the payment has been successfully made. We hope this resolves the issue and we look forward to providing excellent customer experiences moving forward. If there are further concerns, please reach out to 1.800.932.6636 and an agent will be happy to assist.

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Sentry Management, Inc. is BBB Accredited.