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.

close

Find a Location

Sentry Management, Inc. has 46 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/02/2023

  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.

  We requested an HOA Disclosure on a property on April 19th. We have called to check status repeatedly for a week and been advised we will receive the statement daily and now we are at May 1st. We called this morning and were told we would have the statement by end of business today. I called and was placed on hold for over 27 minutes and was then advised it was after 5:00 and it was too late to get the documents and we would now be charged a rush fee to get the statement tomorrow after being told we would have it daily for a week. Now we are in jeopardy of losing our buyer because we have been misinforming the buyer and the agent telling them we would receive the disclosure package based on the information we have been given. As of today the representative advised there have been no notes on our calls and we are out of luck. This is no way to run a business.

  Business Response

  Date: 05/15/2023

  We apologize for the less than positive experience. 

  In reviewing this matter, we found that you have since received all of the documentation requested. We have attempted to identify the team member you spoke with to change the order to rush, and cannot locate the call or any information on the call. Someone from our Customer Experience team has reached out asking for any additional information, such as date and time of call, so that we may review further. 

  We appreciate the feedback and the opportunity to improve our service and processes. If you have any additional information, please respond to the email sent from the Customer Experience team.

  Customer Answer

  Date: 05/16/2023

  
  
  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:04/26/2023

  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.

  My wife and I recently bought a home in the listed address which is within an HOA managed by Sentry Management. Upon closing, I reached out via email and phone to Sentry Management in regards to not having any sort of mailbox key for the community mailbox. I received a reply that I needed to supply the deed to our house to prove residency. I responded back to my original comment and sent a separate, new email to Sentry Management with the deed. I received no response back. I called Sentry Management to request more information and reached one agent who said my name is currently registered as the owner of the house and shortly after, I was placed on hold. About 5 minutes into being on hold, I was rerouted back to the beginning of the phone prompt, effectively starting out. I requested a call back and received no callback. I called a third time and reached an agent, who again confirmed my name was the registered owner. I asked what I needed to do about mailbox keys, was placed on hold, and 7 minutes into the hold, the prompt came back saying I left a voicemail, which I did not want to do. I have not been able to get ahold of anyone to supply me with any information and have not received a timely response in regards to my requests. I need my mailbox keys in order to receive legal documents and medication.

  Business Response

  Date: 05/10/2023

  We apologize for the less than positive experience. We appreciate your feedback and have taken steps to include the necessary information in our system to improve our service moving forward.

  We understand that you have spoken to someone from the Customer Experience Team and hope that the information provided has resolved the issue.

  It is our privilege to serve our communities.

• Initial Complaint

  Date:03/20/2023

  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.

  Sentry Management is violating FL Statute 718.111 (12) Official Records which allows HOA homeowners electronic access to our documents. Since moving to ******* ** ****** (SOV) in 2013 I have been asking for the documents that back up our budgets (Bank Statements, Minutes, Insurance Policies, Leases, A/P Ledgers for Sentry, Attorney Fees, Waivers for Uninsured Contractors, Estimates & Invoices for Repairs, etc.) but Lisa F****** at Sentry ignores most requests, and she has failed to comply with the law. In 2015, Sentry promised to setup a website to store our documents but that never materialized, and their website mainly has minutes (no financial info) and the last of those were posted in 2019. Certified Letters were sent to Sentry July 2015 and to Lisa F****** and Board Member Brenda B**** again June 2022 along with years of emails requesting they comply with the law. They have also been negligent in the care and maintenance of the property. SOV had storm damage from Ian & Nicole in 2022 and documents related to this have been requested in emails multiple times but are being ignored. Our roofs are just now being replaced so for months our attics have been exposed to the elements, with insulation that is gross with mold growing and busted ductwork. I have been sick since December with a cough, sore throat, runny nose and spitting up black phlegm. On Jan 23 Donovan A/C checked my system and for the first time in years found mold growing in my air handler. I brought this to the attention of Sentry/BOD but it was not acknowledged. On Feb 19, I made the mistake of checking out my attic and got very sick with the dry heaves for 24 hours. On Feb 23, after hearing the roof replacement was delayed again, I contacted Advocate Roofing & Restoration to see if they were going to handle cleaning up the attics but they said, "the attics are not in the scope of their work" and could not recommend a company who handles that, so I again alerted Sentry/BOD but nothing was done. So I contacted ***** ********** and on March 2 they came to SOV and inspected the 8 attics in my Building 3, took pics, provided estimates, and I got them listed as an approved HOA vendor. But they do not do mold remediation or fix ductwork so on March 6 Donovan A/C came back to provide an estimate to replace the ductwork which the mold is seeping into. Someone finally contacted Omega Environmental (not sure if it was a BOD or Sentry) who also came March 6 to test for mold and the owner Alex indicated my unit and others tested positive for Cladosporium and he promised to send me the report. But now he is saying he sent it to Sentry Management & Board President Erica Bean and he cannot send it to me as the owners must get it from them, which they won't give me. ServPro also came and provided estimates on March 7, but owners do not have those reports/estimates either. I cannot get rid of my cough and still spitting up black phlegm and would like to get the report and take it with me to see a doctor. Sentry/BOD are aware of my health issues and are now intentionally ignoring all requests to provide the report or any documents related to the storm damage. They are discussing another large Special Assessment but will not disclose what things are really costing or what the insurance is and is not paying. I finally had to get our Insurance Policies and Adjuster Reports directly from ******** Insurance. I'm now being scolded by the Board President Erica B*** for going around them to get our documents saying I'm harassing our vendors and riling up the owners (who also want our documents). Is there anything the BBB can do to make Sentry comply with the law and give owners their documents? I am uploading the Certified Letters, emails, and pics I have.

  Business Response

  Date: 04/03/2023

  We have provided this homeowner with copies of multiple items/invoices/proposals etc over the past many years. 
  The most recent “upload” of documents was done last summer. The documents requested were placed on a thumb drive and provided to the homeowner directly.
  
  ******* ** ****** did incur damage from Hurricane Nicole, last fall 2022. The Board went to work right away to get roofers to access the damage and provide
  quotes. They received at least 4 which ranged greatly in cost. SOV has just 26 units and therefore the board must consider all options carefully. The Membership did vote to move forward with the plans laid out by the Board.
  
  The roofers are well under way with repairs.

  This homeowners Unit was tested for Moisture and the lab report came back that moisture was found in the HVAC insulation. She was advised to have her HVAC company address this.

  We are honored to serve this community as the Association Management Company, and as such, we take direction from the Board of Directors. We are happy to assist further by providing concerns and/or requests to the board for consideration.

• Initial Complaint

  Date:03/14/2023

  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.

  We have been homeowners in the ****** ** **** **** for 15 years and have never been late or missed an HOA payment. 6 months ago Sentry took over the account which was apparently communicated through mail to an address I have not been at in 3 years and through email which my rep said "likely went to spam because it's a mass generated email." When I realized my HOA payment was no longer being auto-deducted I attempted to reach the previous account manager which is when I was told they no longer managed it. After Google search I found that sentry now managed my HOA and I reached out to gain access to the online portal to update payment info with them. It took over 1 week for a response and when I did get one they told me I had hundreds of dollars in late fees, interest, and liens on my account. I explained that I had no idea that management has changed and they confirmed the wrong mailing address was on file. My email and phone number were correct, however, Yessy P**** never used them to contact me prior to them taking legal action against me/my property. The day I gained access to the account I paid all outstanding HOA payments and set up auto-pay to avoid any issues moving forward. I asked that the fees and lien be removed since I was never actually notified and that was declined. For a business that tauts customer service I don't think it's much to ask that they attempt to reach the homeowner with all contact avenues they have on file, especially on with an account in excellent standing when they took over, prior to taking legal action. Based on my experience and other reviews I can see this company has unethical practices and is most concerned about maximizing the profit from the customer, not providing any type of service. The laziness on the part of Yessy P**** is astounding for someone in charge of managing such a large account. I want late fees, interest, and lien removed from my account ASAP since I never received notification that a payment was due to them.

  Business Response

  Date: 03/22/2023

  In reviewing this matter we found that this homeowner has received numerous communications from Sentry with answers to questions and requests.

  With any change in HOA management, many notices are sent to homeowners using the contact information provided. We are not a collection agency and do not reach out to homeowners regarding payments, nor do we control the contact information provided by homeowners.

  We presented the homeowner's request for a waiver of late fees to the board.  The homeowner was provided the board response to deny
  the request. 

  We are honored to have been chosen as the management company for ****** ** **** ****. Our role is to assist the Board of Directors as they work hard to make the best decisions for the entire community. We work at the direction of the Board and have no authority to circumvent their decisions.

  Ms. ***** is extremely knowledgeable and well respected in her position. We are disappointed that the homeowner has had a less than positive experience, and hope that with a better understanding of our role in their community, any negative perception will change. We will continue to work hard to provide exceptional service to our homeowners and nurture communities we are all proud to call home.

   

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sentry did not try to contact me through multiple avenues as they claim and when asked to provide the dates and means in which this was attempted it could not be provided. The USPS confirms that mail would've been sent back to Sentry stating that the address was incorrect and that's when I would except them to attempt to reach me by my email and/or phone number, both of which were on file and current. Since filing the formal complaints we have had excellent communication through email including, board meeting notices, which ee had not received once since Sentry took over the account 9 months ago. No one claimed that Sentry was a collection agency or assumed that role was their responsibility. I'm more concerned about the intentional predatory inaction that resulted in a lien being placed on my property. The day I received outstanding balances on my account, after seeking it out myself, they were paid in full. I cannot provide payment towards an account I know nothing about and Sentry would've been responsible for informing of that when they took over the contract. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 03/29/2023

  As the HOA Management company, Sentry works at the direction of the Board of Directors. The Board makes all decisions for your community. We will gladly provide them with the contents of this complaint for review. 

• Initial Complaint

  Date:03/14/2023

  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.

  In September of 2021, my condominium incurred serious damage due to a tree (owned by my HOA, ******* ***** at Heathrow) growing into my unit's outbound plumbing. I had to have my home's floor and foundation completely opened up and the pipes excavated due to the trees not being maintained.
  
  After everything in this nightmare project was wrapped up, I approached the ******* ***** HOA board in the summer of 2022 and asked if they would consider paying me back my insurance deductible ($2500) back to cover all the money I spend on top of the insurance payout to fix everything in my bathroom that was ruined.
  
  The HOA quickly approved this request and has asked Sentry Management to mail me a check for the amount stated above SEVERAL times. The HOA has followed up with me for months to see if I have received this payment and it has still not been issued, even almost a year later. I have spoken with the HOA Board several times and they have shared that Sentry Management continues to fight or ignore the orders of their paying clients. This company should not be allowed to do business with anyone, as you can see based on the rest of their complaints. This company is unconscionable.

• Initial Complaint

  Date:03/03/2023

  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 recently called into Sentry Management to check the status of an architectural request. Initially the called started well. However, when they told me it could be 7-45 days for an approval, I started to have more questions. When I asked what was needed in order for it to be approved. The response was your board approves. I asked what the board looks for and could I reach out to the board to see if it could be done faster. The representative didn't give me any information on the board members. I understand Sentry management doesn't approve it. But I tried to explain I have young children and it isn't safe for them in the yard especially with cars flying down the road. The representative's response was- it is my job to keep my children safe and watch them appropriately. The representative had no right to speak on anything like that and she would deny anything expedited. if she isn't the one who approves my fence, why would she be able to say it would be denied for expediting? Also, if you are a management company you should know the standards practices of an HOA and be able to manage the accounts accordingly. Part of the call I said it is very important to me and an emergency because my children are my priority and what if something happened in the meantime. Her response was that would be unfortunate. This type of response is infuriating considering we pay a management company to manage absolutely nothing if they can't provide additional information besides what I already see online myself.
  
  I am appalled with the service; might I say lack of service and customer interaction. I requested a manager and she tried to tell me she is the senior rep. I requested a manager not her at this point. & of course, the manager isn't available.
  
  This company needs proper training on each HOA and the guidelines if they are going to manage them. Also, they need to know proper customer service information.

  Business Response

  Date: 03/20/2023

  We apologize for the less than positive experience. We are reviewing the chain of events to determine ways we are able to improve our service moving forward. 

  We have found that the homeowner's request was approved by the board early in the month and they were advised as such.

  We appreciate the feedback and will continue striving to provide the exceptional customer experience we are known for. We are hopeful that this homeowner's experiences are only positive in the future!

• Initial Complaint

  Date:02/07/2023

  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.

  Hello, my father **** ********** is a Spanish speaker and hardworking man. He has been living in his apartment for over five years and just recently new HOA policies are taking affect. They are now saying that my father is now only entitled to have one car parked on the property when he has had 2 cars on his lease for over the 5 years he has lived there. So now they want my elderly father to get rid of his other vehicle they say due to policy. Their policy clearly states that each resident is entitled to two vehicles on the property, and they are ignoring my calls and emails in attempt to resolve the matter. I had to list his second vehicle as a guest car and now the 7 days are up and they are threatening to tow his car the following day. The HOA have been very rude Amanda Taylor a manager lied to me and told me she would handle the issue over two weeks ago just to go ignore all my calls thereafter. When the issue was brought to the attention of Jodi Paro the property manager, she refused to speak with me and sent over the policy which I have attached below and advised she is unable to assist us. This has been such a horrible experience these people are rude and do not care to ruin people's lives, my father has lived peacefully in that community for over 5 years with both his cars and now they want to hurt him for what reason I do not know. Please help us have this company honor their policy and answer for their unmoral treatment of an elderly individual.

  Business Response

  Date: 02/14/2023

  We understand the frustration when communities implement new rules.

  ***** ******* has new Rules and Regulations which state that a tenant is entitled to one parking space.

  Sentry Management is honored to have been chosen to be the Association Management company for this association, which means that we are available to the Board of Directors to assist them as they make the best decisions for the community.

  While we generally work directly with homeowners on all community matters, we did present this renter's request for an additional parking space to the Board of Directors. That request was denied, which was relayed to Ms. ***********

  Any further communication regarding this matter should be directed to the landlord/property owner.

  Customer Answer

  Date: 02/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to know why the board decided to reject the request for my father's second parking space. He has lived there for 5 years and had two cars the entire time and has followed all rules, so what? They propose he sell his other car? This is a violation of human rights. He has his girlfriend living there and her information has been given to the board she uses the vehicle. These people simply do not like Hispanics and had he been a white man I'm sure they would have given him an extra spot that he has already been using for 5 years. YOU are new to the community not my father who has been there for 5 years, you cannot simply come in and take away simple rights he has already had for so long he pays to be there pays your HOA bills and has rights.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 02/15/2023

  We are very sorry you are so distraught.

  We do understand the frustration, and we also understand that the unit owner has received information from the Board President explaining the matter. 

  The Association Board, who are homeowners in the community, have the best interest of the community in mind as they work hard to make the best decisions for all property owners. For additional clarification, Sentry Management is not the HOA, and we cannot resolve this.

  The proper course of action in this case is to work with your Landlord, as he will be able to communicate directly with the Board on this matter.

   

• Initial Complaint

  Date:02/02/2023

  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.

  We are victims of abusive, unfair and deceptive practices when attempting to collect a debt. We are victims of harassment and unfair collection practices.

  Business Response

  Date: 02/02/2023

  Sentry Management is not a collection agency. This homeowner's account has been referred to an attorney in accordance with their Association's governing documents. Sentry Management team members are no longer able to assist with any questions on the account and the homeowner has been provided the attorney contact information for further assistance.

   

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18969909
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/04/2023

  I am rejecting this response because: ********************************** *********************** Inc., Advanced Realty/Management, Inc., Sentry Management, Inc. and **************************************** (*************************) are in violation of the ********************** 1321.45. Federal Debt Collection Practices Act (FDCPA)
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a resident of the Charleston Village Townhomes for two years and have yet to gain access to the clubhouse that I pay $100.00 for monthly. Along with the promise of the clubhouse "the selling point" and the maintenance of ground upkeep, I agreed to the HOA. When I first inquired about rental of the clubhouse I was told by Allie K*** that I could not access the clubhouse until the community was completed ( January 2021). In March 2021, the community was completed. I inquired about access to the clubhouse in June 2021 and was told by Allie K*** that they did not have keys to the clubhouse and that I need to contact my board members. Allie only gave me the names of the board members but did not give any source to contact them. In February 2022, the windows to the clubhouse were busted out. I emailed multiple times about this m***er and received no response or it be days days later that I hear back from anyone. The first time I was told that there was a window shortage for the kind on the clubhouse. The second time I was told there was a bidding for a contractor to come repair the windows. It is now almost a year later and the windows are still busted out on the clubhouse. I do not appreciate paying high monthly fees for HOA while my community continues to look a mess. It is a sore eye to the community and requesting that it be handled immediately OR HOA fees need to be lowered from $100.00 if windows will not be replaced and residents won't have access to it.

  Business Response

  Date: 02/10/2023

  We can certainly understand the frustration for the homeowners when these types of situations arise.

  We are honored to be chosen at the association management company for the community. This means that we assist the HOA Board as they work hard to make the best decisions for their community. While we have no authority or decision making ability, we have been working with the Board to get these items addressed as quickly as possible.

  The clubhouse windows were repaired and new windows have been installed. There is also a new fence being placed around the clubhouse. Recently there was a pipe burst due to the cold weather so work was needed inside the clubhouse. The plumbing repairs have now been completed.

  The clubhouse is available for rental and anyone interested may submit a request through w****************.

  We appreciate your concern and hope you enjoy the amenities of your community.

  Customer Answer

  Date: 02/16/2023

  
  
  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.I am responding to your letter regarding the issue(s) I experienced with Sentry Management South. They have managed to finally complete the repairs.
  
  ****** ********
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/09/2023

  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 received a call from ******************* on 12/26/2022 morning for water leakage from my condo. I also received an email from ********************* from for same issue. *** said he was from the ****** management, the company that manages the condo complex. I came to my condo within 30 min and found out that my hot water tank was leaking. Right then *** also came and as were introducing ourselves, I told him it was water heater. He went straight to the water heater and turned off the main water valve. He also connected my water hose to water heater drain outlet to the main drain line to empty the water. Then he left and came back after an hour or so by the time water is drained out. He wiped out the area with my rags. He then left.I was SHOCKED when I received the invoice of $265.93 on Jan 3, 2023 from *********************, ****** Management for finding water leaking and taking care of it. I was shocked as I was never told by *** or **** that there WILL be a charge, and if so, how much it would be for. I was shocked as he did it himself without asking me if I could have taken care of myself. I was about to shut off the valve and drain myself but *** jumped on it. He didn't ask me whether I needed his help or not. I thought it was the dispatch by HOA for which I pay hefty monthly fees. Have I known this is a fees based event, all he needed to do is just let me know of water leakage by phone and I would have taken care of myself. I reached out to ********************* to express my surprise but she insisted on the charges. She would not even reduce the charge for this **** min job, which I was fully capable of. I asked for the condo by laws, which she sent it to me and showed that the cost will only be passed if the owner won't fix to resolve the issue. I request your intervention to resolve this unfair charged.

  Business Response

  Date: 01/26/2023

  In reviewing the matter we found that the chain of events warranted the after hours (and Holiday) emergency service charge.

  The homeowner below Mr. ******** unit reported water intrusion to the after hours emergency service. The vendor was then notified by the emergency service and responded to the unit for investigation. The cause was identified and remedied. Because the vendor responded to the emergency service call, payment is expected, and because the leak originated in Mr. ******** unit, in this instance, the responsibility is his.  

  We understand the frustration here, but whether the water was shut off by the vendor or unit owner, the vendor requires payment for the service call. 

  I hope this clarifies the Association's position. If there are further questions, your local team is available to discuss.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18803759
  
  I am rejecting this response because:

  #1. The vendor failed disclose that there will be a charge upfront over the phone when he contacted me.

  #2. Vendor should have informed me of the charge amount after seeing the issue, which is turning off the main and connecting my water hose to the drain line before leaving.

  #3. Per HOA by laws, the homeowner is supposed to be informed of the problem, so the owner can take care of the issue in a timely manner. The management can only address the issue if owner had failed to address in a timely manner. 

  Basically, the vendor should have called me about the problem so i can take care of myself. 

  Sincerely,
  ***********************

  Business Response

  Date: 02/02/2023

  Sentry Management is honored to be chosen by the ***** of ********* to serve as the Association Management Company assisting them in the day to day tasks involved in running an HOA. We work at the direction of the board and have no authority in this matter.

  This complaint has been shared with the Association's ***** of ********* for further action, as they are the decision makers for their community. We understand that the homeowner was sent communication from the Association's legal counsel regarding this matter. 

   
  

   

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18803759
  
  I am rejecting this response because:

  Neither ****** Maintenance nor HOA ***** of ********* failed to answer my basic questions. 

  #1. Shouldn't homeowner be notified of charges before actually starting to work?

  #2. Per HOA by laws, homeowner should be allowed to address the issue, in a reasonable time frame. In this case, the homeowner was not given that chance. Homeowner came in 30 min, a long before the maintenence arrived.

  Instead of addressing my concerns, the HOA ***** of ********* decided to send a legal letter from its lawyers, asking me to pay, because they finds it justifiable, somehow.  

  
  Sincerely,
  
  ***********************