Complaints

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

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• 

  Sentry Management, Inc.

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

  
• 

  Sentry Management Inc

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

  
• 

  Sentry Management, Inc.

  2200 Defense Hwy STE 405 Crofton, MD 21114-2929

  
• 

  Sentry Management, Inc.

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

  
• 

  Sentry Management

  3 Lear Jet Ln Suite 202 Latham, NY 12110-2314

  

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: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 This new management company evidentially has an outdated payment system, because if I am submitting my payment with a debit card the payment should process immediately.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.

• 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.