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, 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

  7031 Vista Drive West Des Moines, IA 50266

  
• 

  Sentry Management

  4401 Leeds Ave Suite 120 North Charleston, SC 29405-7554

  

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: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.

• Initial Complaint

  Date:06/08/2023

  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 sold a unit under mgt company Sentry Mgt . They supplied an incorrect estopple letter to title company causing them to collect HOA fee that was already paid. We subsequently supplied proof fee was taken out of our bank account and also collected at closing.
  After then requesting we supply these documents of proof they replied that they are not present Mgt company of the property as of this month. That has nothing to do with the fact that they collected and were paid this money. When contacted by phone they put me on hold for over 20 minutes then hung up on me
  unit *** **** ******** ***** ****** ***** ** *****

  Business Response

  Date: 06/22/2023

  In reviewing this matter we determined where the challenge was and communicated that to the homeowner (complete chain attached):
  
  "We received your request
  for a refund 4 days before the association canceled on May 31st, 2023 which was
  unfortunately not sufficient time for us to process a refund back for you.
  Since the refund was not processed by Sentry the overpayment stayed with the
  account in the transfer to the new management company. At this time you will
  need to contact Cadence Community Management at 813-553-6932 to request a refund
  for any overpayment as Sentry has moved away from this association and we no
  longer have access to the accounts."
  

  We understand the frustration, and are confident that once the new management company has created all of the files in their system, the refund will be easily obtained.

  
  

• Initial Complaint

  Date:05/15/2023

  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.

  Company is overcharging excessive interest fees after I have paid my HOA fees.

  Business Response

  Date: 05/26/2023

  In reviewing this matter we found that Mr. *********** was provided a response to his call into our CommunityCare team with this same request.

  The communication is attached.

  If it not uncommon for homeowners to misunderstand Sentry's role in their community. Sentry Management is honored to have been chosen to assist the Tullamore North HOA Board of Directors as they work hard to make the best decisions for the community. It’s important to understand that community association managers support the board in the running of the business operation (The Association). Sentry Management team members carry out duties at the direction of the board within the guidelines outlined in the management agreement & per the association by-laws.

  As described in the attached document, the Board has reviewed this homeowner's account and has determined that the charges are appropriate. We have no authority in the matter and cannot make any changes to a homeowner's association account without Board direction.

  The board is the governing body for your association and makes decisions as a fiduciary on behalf of Homeowners. Clarifying our role within the community should afford us the ability to meet this homeowner's expectations.
  

  
  
  

• Initial Complaint

  Date:05/08/2023

  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 been a homeowner of this property for 7 years; have never been late, or missed an HOA payment. Sentry Management is the property manager of the North Point HOA. Back in March 2022, I received a Sentry letter indicating a violation (weeds on the driveway); problem was corrected within allowed time. Unsuccessfully, I attempted to reach them to let them know that the problem was corrected. Sentry did not reply until several months later (September 2023), indicating that a fine of $1000 was assessed. Sentry did not respond to phone calls, nor emails, until they sent other letters indicating that I had hundreds of dollars in late fees, interest, and a threat to set a lien on my property. Since Dec 6th 2022, I have been constantly contacting them over the phone and emails attempting to solve these issues; specially, after they threatened me with taking legal action against my property. I have asked that the fees and lien be removed, since Sentry has been non-active, negligent and could say incompetent in dealing with my issues. I have been given the "run around" every time I happened to get a hold of one of the many employees Sentry has. For a business that stress out customer services, I don't think it's too much to ask that they attempt to at least reach me and try to solve my issues. Based on my current experience, and reading other reviews, I can see this company has unethical practices and is most concerned about maximizing their profit at the homeowners' expense. The service they provide to the community is poor, at best.
  The laziness and careless attitude on their part is not only astounding, but unbelievable, as well. I want the fine, late fees, interest, and lien threats removed from my account ASAP. Last, but not least, they schedule HOA meetings; and they do not attend (i.e., May 4th, 2023). I am a retired GS-14 DOD/Navy employee.

  Business Response

  Date: 05/19/2023

  We are sorry to hear that this homeowner has such a negative perception of Sentry Management. We have the honor of serving 3,000+ associations, and have a proven track record of providing excellent service. For clarification, the violation process and policy is set by the association. Sentry does not assess late fees and fines, and we have no authority to remove those.

  In reviewing the matter with North Point's Sentry Team, we found that the homeowner has since spoken to the Community Manager. We also uncovered the previous communication between Sentry and the homeowner where we were awaiting proof of compliance to present to the Board. 

  We are pleased that there is a plan in place for the homeowner to speak to the Board at a meeting, and hope that the matter will be resolved quickly.

  We look forward to continuing to serve North Point and this homeowner with kindness and professionalism.