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. has 46 locations, listed below.

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• 

  Sentry Management, Inc.

  2180 W State Road 434 Ste 5000 Longwood, FL 32779-5042

  
• 

  Sentry Management Ft. Myers

  12830 University Dr Ste 150 Fort Myers, FL 33907-5351

  
• 

  Sentry Management Inc

  7421 Mexico Rd STE 101 Saint Peters, MO 63376-1371

  
• 

  Sentry Management Inc

  9666 Olive Blvd STE 116 Saint Louis, MO 63132-3012

  
• 

  Sentry Management Clearwater

  28050 US Highway 19 N, Suite 509 Clearwater, FL 33761

  

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:08/28/2023

  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.

  I live at
  ***** ******* ************ **** * ******* *** **** ****** *** ***** ** * ********** were the HOA until June 2023. As of July 2023, Sentry Management took over the HOA.
  
  For 2023, the HOA dues are $317 per month. Also, there was a special assessment for capital improvement of $100 per month for 36 months, January 2021 to December 2023.
  
  For 2023, I prepaid $3,804 for HOA ($317 HOA x 12 months) and $1,200 for the special assessment for capital improvement ($100 x 12 months).
  
  I emailed and called Scott T****** with Sentry Management on 08/21/2023 to make sure my prepay carried over during the transition, but he did not respond. I called the main phone number on 08/25/2023 and spoke to a representative and she told me the credit balance, but it was missing $600. She gave me an email of [email protected] and stated they would investigate the matter. I emailed this email, and they gave me the same information as the representative on the phone and asked me to show the payment that I think was missing.
  
  I called ** * ********** to get an account statement of transaction history of payments and dues and they told me they could not give me any account information because Sentry Management has it all.
  
  There were two accounts with ** * **********, one for the HOA of $317 and a second for the $100 special assessment for capital improvement.
  
  As of July 2023, I should have a credit balance of $1,902 for HOA and $600 for the special assessment for capital improvement.
  
  Both Sentry Management and ** * ********** are not willing to fix this prepay credit balance and provide me the account information to see which account the $600 shortage is coming from.

  Business Response

  Date: 08/31/2023

  We understand the frustration and apologize for the confusion. It can sometimes be difficult to get the information sorted when transitioning from one management company to another. We really appreciate the opportunity to assist with this matter and after reviewing, have made the necessary corrections and resolved the account. A Sentry team member has reached out to the homeowner to inform them of the correction and offer any additional assistance or explanation.

  We hope this concludes the matter and we look forward to providing exceptional experience moving forward.

  Customer Answer

  Date: 09/07/2023

  
  
  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:08/03/2023

  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.

  Check was mailed to HOA (Sentry Mangement)
  Sentry did not receive check.
  Check was potentially lost.
  Call made to Sentry said to pay online using a echeck.
  We confirmed with Sentry check would be stopped they okayed it.
  This payment was done July 10th
  Letter was received in mail that they recieved the check and deposted a the stop payment check
  they are asking us to play a fee of $24.143 for the check being stopped even though we have paid them and told them the check would be stopped.
  
  They was no action on their side taken to wave the fee.

  Business Response

  Date: 08/18/2023

  We appreciate the feedback and the opportunity to resolve matters.

  This matter was resolved the homeowner has a zero balance as of August 4, 2023.

  It is our privilege to serve our homeowners.

   

• Initial Complaint

  Date:07/31/2023

  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.

  HOA company switched to Sentry Management last year sometime. We were not notified Sentry was taking over. Kept paying HOA dues to previous company and money was being refunded each month. Then, out of the blue, got a letter from a collection agency stating we needed to pay $1200 ($800 in dues and $400 in interest) to Sentry Management. I have NEVER been contacted by this company.. not one time. Collection agency gave me contact number and email. Tried calling local office, no answer. I called corporate office and was given number to local office. Collection agency also said our bills were being sent to an old address that we haven’t had any affiliation with in 10+ years. Why?! Why wouldn’t you send notices to the actual house you are managing? So, I went online and made an account with no problem, but can’t pay the bill bc I don’t have an account number! I don’t have an account number bc I can’t get ahold of anyone and they aren’t sending me any bills!!! All I want is to pay my bill before they put a lien against my house. Every time I call them, no one answers and my voicemails are being converted to text and sent as an email to someone name Becky.
  I will pay you what I owe, but I will not pay those ridiculous interest fees. If you would have sent ANYTHING to the actual address you manage and are charging me for, I would have paid you what I owe and would have paid it on time.

  Business Response

  Date: 08/15/2023

  We understand why this is so frustrating for the homeowner.

  - Sentry began managing this association in May of 2022.

  - The homeowner information including mailing address was provided by prior management during the transition over to Sentry. To change the address on file, homeowners simply need to provide a request in writing. ***************** has a help center where the request can be submitted.

  - If mailings do not get sent back to sender, it is assumed that the communication was received.

  - Once the account was turned over to attorney status, as per association collection policy, the 3rd party collection agency/attorney sent out communication based on address information found on public tax records. 

  - Once in attorney status, any communication from homeowners will be referred to the attorney, as Sentry is not a collection agency.

  - At this point in the process the homeowner will need to work with the collection agency/attorney to resolve the account. The collection agency/attorney may present any information requesting fees waived, to the Board for consideration.
  
  

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have sent multiple emails and made multiple phone calls with no answer. I do not have an address for Sentry Mgt, therefore cannot submit a request in writing. I am not able to set up an account online because I do not have an account number. I have requested this multiple times as well. 

  I find it hard to believe that Sentry would not attempt to contact the people living in the house to which they are billing. Even if a renter lived there, they would be managed by a rental company or the home owners themselves. 

  Sentry does this on purpose. They do it so that they can charge an outrageous late penalty and keep adding up the interest of late payments. I am just trying to pay my bill. I can't understand why this company makes it so hard to do that. I can't wait to move. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 08/23/2023

  We do understand the frustration. Sentry team members are not in a position to discuss your account with you while you are working with a collection agency. This is an HOA matter and has been handled based on HOA governing documents.
  We know it can be confusing, but you do not pay Sentry Management. Your assessment payments and any fees are paid directly to your association. While the assertion that we overcharge to make money was probably made out of frustration, it is completely false. Again, we don't charge homeowners, so we cannot overcharge them. 
  We encourage you to work with the collection company to resolve this.

• Initial Complaint

  Date:07/17/2023

  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.

  Area in the balcony is flooded by water coming from upstairs (ac room, area where pipes are present), ceiling is concrete and plumber cannot do anything since water is coming from upstairs. called the emergency line 3 times and finally got a response from the 3rd party company saying manager from sentry manager refused to contact me because that was my problem, even though they knew neighbor refused to allow access to their unit. in 2020 same thing happened and sentry fixed the issue without any problems. plumber said the ceiling is concrete and I need hoa help. water on the floor, on my ac unit ceiling, expect water damage...

  Business Response

  Date: 07/20/2023

  We apologize for the less than positive experience. 

  In reviewing this matter, we found that there was a miscommunication of information when the homeowner called our after hours number. We received information that the homeowner stated that
  there was an issue with the HVAC system. We then notified the homeowner that
  per the community documents the HVAC system is the responsibility of the
  homeowner.  It was not until later that we learned that the concern was
  related to the condensate drain.  All repairs have already been completed and we have addressed the concern and cleared the condensate line. We have contracted to have the area dried.

  
  We hope this resolves the matter and we are confident that moving forward this homeowner will receive the excellent service standard we strive to provide.

  
  

• Initial Complaint

  Date:07/06/2023

  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.

  I closed on my condo sale and the buyer paid for the month of March 2023 for the remaining days of the month so I am owed back $261 in "HOA Dues Proration." I have contacted my community manager at least a dozen times, contacted the customer help multiple times and used the general form to no solution. I have been promised responses and nothing ever happens. It has been 5 months of me reaching out and providing the correct documents to get nothing in response.

  Business Response

  Date: 07/18/2023

  We apologize for this homeowner's experience. In reviewing this matter we found that a refund was submitted for processing on July 7th, and paid on July 12th. We are hopeful that this concludes the matter and wish this homeowner all the best!

  Customer Answer

  Date: 07/19/2023

   
  
  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:07/05/2023

  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.

  Today is July 3rd, 2023, and our neighborhood HOA has collected our money that was due May 30th, 2023 but has not provided us the services that our HOA covers. A letter was sent out stating once we pay the HOA fee that they will have someone service our lawns. The new construction side of the neighborhood has their landscaping done but for whatever reason, HOA hasn't taken care of the side of the neighborhood that I live on. I have sent emails and have not gotten any response regarding a timeline as to when they will send someone out to landscape our yards. I'm not sure what's going on but it is coming off like someone is stealing the HOA money, because it surely is not being used for the purpose intended.

  Business Response

  Date: 07/14/2023

  We understand the frustration and are happy to report that according to the Board of Directors, a landscaper has been retained who will start working in this homeowner's community shortly if they have not already. As you know, this delay is due to budgetary concerns.
  
  We are honored to be the HOA Management Company for Malory Park, as such, we work at the direction of the Board and do not make decisions on Community matters. We are always working towards making Malory Park a community we would all be proud to call home.

  We hope that this homeowner's experience there in the community improves moving forward.

  Business Response

  Date: 07/19/2023

  We will certainly relay this homeowner's complaint to the Board of Directors for action. This matter is not within our control.

  Customer Answer

  Date: 07/20/2023

  I reject this response because I was last told from Sherrie M***** at sentry management that there would be someone out on 7/17/23 to finally provide us with our landscaping services. 
  Our neighborhood still hasn’t been serviced and I’m appalled that I keep being lied to regarding this matter. It’s now going on 3 months and nothing has been serviced that our HOA pays for. At this point, I want a refund. I paid an increased price to HOA and haven’t received any services. The summer is almost over and the landscaping isn’t serviced in the cooler months.

• Initial Complaint

  Date:06/22/2023

  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.

  Was notified in November 2022 regarding lien on my house ($12,000) I entered into an agreement of payment and fulfilled my payments at the end of May 2023. I contacted the HOA office immediately and told them I wanted I wanted to start paying for the month of June, however, the account was still locked and nothing was done. I received an email from Sentry on June 13th with my information, could not pay, account was locked, no further contact from Sentry. Logged into my account on June 22nd and I owe $665 that was charged on June 20th, I have contacted Sam G****, however, she refuses to contact me but tells me I can log into my account and it will show the breakdown (not true it shows basic information, but no breakdown).

  Business Response

  Date: 06/29/2023

  In reviewing this matter we found that there has been communication with the homeowner and Ms. G**** has assisted the homeowner in identifying the steps taken and not taken by the collection agency. All of the details we have are available on the homeowner's portal, but Ms. G**** has taken extra steps to gain an understanding of the actions taken outside of Sentry and has communicated that information to the homeowner.

  We understand the frustration this homeowner has experienced, and hope that the Sentry team was able to provide clarification. Please reach out if you have any additional questions.

  It is our privilege to serve our communities!

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: 20221402
  
  
  
  I am rejecting this response because:  Ms. G**** reached out to an additional Sentry Mgmt. representative, Krystal, and she stated that there is INDEED discrepancies from Alliance CAS and Sentry Mgmt. records.  That some of the additional payments that I made was not needed, that she was unsure why I was told to make those additional payments and that she would reach out to the Collection Agency within Sentry Mgmt. to look over the account.  Additionally, I made a total payment of $15,000 not the original $12,000 noted on the invoice.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/19/2023

  Unfortunately there has been some misunderstanding. I was present for the conversation between the homeowner and ******* Bergner. Sentry team members have all been trying to resolve this based on the information they have at the time. It has been explained to the homeowner that a complete reporting had not been received from the collection agency/attorney, and the funds had not been distributed to the association accounts in full. 
  At this time, it does appear that all of the documents and funds have been received from the collection agency. For clarification, Sentry Management is not a collection agency. The collection agency/attorney referenced is a third party hired by the association. Sentry does have a team that assists associations as they manage their community's collection policy, as well as the transition of individual accounts from collection/attorney status to Sentry's care and this team was referenced in the conversation with ******** ******* was also referring to the collection agency/attorney when she mentioned that they had the homeowner overpay.
  ******* has provided the homeowner all of the information received from the collection agency/attorney. We hope that this provides the clarification desired. We are hopeful that without relying on information from 3rd parties, the service we provide this homeowner will be exceptional moving forward.

• Initial Complaint

  Date:06/22/2023

  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.

  I am currently selling my condo and requested resale documents on 6/11/2023. I also opted for the 7 day delivery as I would be closing in 14 days. I called several times prior to the 7 day delivery window and was told that everything was completed and only needed a manager to sign off on it. each employee stated that they would forward my request the the manager that day to see if they would sign of on it earlier that the projected delivery date of 6/19. this never happened. On 6/19 I called several times and stated that they would deliver the documents by Close of business at 5pm. I asked what happens if it was not delivered at that time and was again told "not to worry it would be done by 5 pm". 5 pm came and went and I called again on 6/20. I asked to speak to the manager who identified herself as Asia who said there has not been an inspection done on the condo by the local office and the resale documents will not be sent until this is done. I was never told or informed that an inspection would need to be done prior to obtaining the resale documents!! and if so why was I not told this until the delivery date for my resale package had passed and I was contacting them for updates!!! I was forwarded to the local office and left a voicemail on the managers telephone line. I also emailed the manager and didn't get a response until this morning stating that the inspection would be put on the priority list and would be done by Friday (the date of my closing not leaving the buyer their legal time to review all documents) due the number of other inspections needing to be done. This means my closing will be pushed back and essentially costing me money for their negligence and irresponsibility!!! If they cannot provide a turn around in 7 days they should not guarantee that to their customers and the lack of transparency and dishonesty is deplorable.

  Business Response

  Date: 07/14/2023

  We understand the homeowner's frustration and work diligently within the state guidelines to provide the necessary documents.

  In Virginia in order to complete the resale package request, an inspection of the property is required and the results are included with the package. This order was placed on a rush however
  it was advised the rush fee was waived as we were aware this did not meet the
  rush timeframe( 5 calendar days). This order was placed on Sunday June 11th on priority and initially scheduled for the 16th. Due to scheduling challenges, we did not receive
  the inspection to complete the order within this timeframe. We were advised the inspection
  would not be able to be completed until 06/22, so we provided the demand on
  06/21 indicating the inspection was still pending and an update was issued on
  06/22 indicating the inspection results “no violations”.
  
  We also confirmed the fees listed on the resale with title
  via email on 06/22. We do offer rush options however in some instances these
  timeframes cannot be met, and we waive the fees associated with it.

  We hope this explanation helps and we wish the homeowner all the best moving forward.

  Customer Answer

  Date: 07/18/2023

  
  
  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. It was just a summary of all the work I did (calling and emailing throughout my work day) to make sure I was able to close on time. If there are regulations in states prohibiting a rush for resale packages, don't offer it. I requested the rush fee refund it was not offered. Members are relying on resale packages for the sale of their home. If the rush was not guaranteed we would have adjusted our expectations accordingly. I hope the association learns from my experience. 
  

• Initial Complaint

  Date:06/19/2023

  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.

  The landscaping company they chose to service the lawns in my community damaged my home and they refuse to help me get in contact with said company. They just gave me a number off of Google and said they didn't have any other contact info and couldn't do anything else, which makes no sense because shouldn't they have their contact info or a point of contact at that company if they are the ones that signed the contract and pays them money for the services? I have tried contacting the landscaping company to no avail, and all I'm asking for is help to contact them but I can't even get that when I am forcefully paying over $130 in dues every month. It's not like I chose the company to maintain my lawn nor could I choose another company if I wanted. Their "customer service representatives" are incompetent and don't do anything. If I am paying over $130 in dues a month I want more help and support. You guys chose the company so take some responsibility and either give me a direct phone number to someone at the landscaping company or contact them on my behalf. They put 2 holes into my house, chipped my window, and tore up my termite bait stations and now I have to worry about them damaging my home every time they cut my grass

  Business Response

  Date: 06/26/2023

  We appreciate the opportunity to assist in this matter and understand that a team member is working with the vendor to provide the information requested and has reached out to the homeowner.

  We are sorry the homeowner has had a less than positive experience and are confident that the Sentry team will assist in any way that they are able.

  Customer Answer

  Date: 06/27/2023

  
  
  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:06/12/2023

  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.

  We have had multiple issues getting in contact with our HOA representative, Tiffany. The only time we get a response is when we reach out to the HOA president who has her personal number to reach her do we ever get a response to serious issues. I still have emails from November 2022 that have not been responded to. Once we finally do get a response from Tiffany, she has an attitude during the entire conversation. The lack of communication from this company is ridiculous. If I call the office all I can get is a general voicemail, to which I leave a message asking for a call back and never is. The office has now moved to a new location, when we went by the office to speak with someone the office has nobody in it so there’s nowhere to actually speak to anyone since you can’t get anyone on the phone either.

  Business Response

  Date: 06/13/2023

  We apologize if you have had a less than positive
  experience. 

  In reviewing this matter, we found that your Sentry team is
  unaware of any unanswered communication.

  We are concerned with your inability to reach someone at Sentry
  Management, and are aware of, and are working to resolve, a technical issue
  with our phone system when dialing in to the Savannah office. We have a Sentry Management CommunityCare team dedicated to answering homeowner concerns, and they can be
  reached directly by dialing 1-800-932-6636.

  We look forward to continuing to serve our communities and are
  confident that with this additional avenue, our communication efforts will
  improve.