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.

  8425 Keystone Crossing STE 108 Indianapolis, IN 46240-4322

  
• 

  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: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,
  
  ***********************

• Initial Complaint

  Date:12/17/2022

  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.

  On 11/28/22 I called the number provided for Sentry Management and found out I had a credit balance on my HOA fees. I asked the company to keep 1 month of fees and refund the rest of the money. My ledger balance showed a check refund was done 12/2/22. I still have not received any check. When I call the company back, each representative has told me something different. One stated it must be delayed by the post office, another stated they could email their boss because they don't have any phone number access to them just email access, and I've been told I would get a call back from a supervisor. Nothing has happened and each time I call in, I have to explain the story all over again. Not to mention the numerous times I've been hung up on after sitting on hold 20 plus minutes. Sentry Management is keeping money that is not theirs. I want my $2,605 that is owed.

  Business Response

  Date: 12/30/2022

  In our review we have found that several Sentry specialists have communicated with this homeowner regarding this matter. It is our desire to resolve this quickly and we are working with the Board to accomplish that. We are confident that with the oversight from the local team, this adjustment will be made as soon as possible and communicated to the homeowner.
  
  Ms. ****** now has contact information for several team members who all consider it a privilege to serve our communities, and will be happy to assist if there are any additional questions or concerns.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The several team members I was in contact with were unable to provide the correct answer with each phone call, hence the numerous phone calls. I was given a new response each time I called. After daily calls, the last response was a check would be written the first week of January, here I sit with no refund. I'm not any closer to getting my refund that I'm owed. I've done nothing wrong, but still can't get my money issued to me. This has been going on since November 28, 2022. It appears the contact phone numbers they provided me were not helpful, so I'm not sure how the company feels so confident in resolving the issue.

  Business Response

  Date: 02/14/2023

  While we understand that there was communication with the homeowner explaining the delay, we are very happy that this homeowner has received her payment and look forward to continuing to serve her and the entire community.
  

• Initial Complaint

  Date:12/02/2022

  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.

  ***************** this HOA has hired is harassing us intentionally , and this HOA does not return our repeated voicemails whatsoever . This management company /HOA has very poor concern for ** residents. Lack of interaction with ** , etc. Very poor management in the ********* ******* office , our HOA location.

  Business Response

  Date: 12/04/2022

  We are sorry to hear that you are having less than positive experiences with your **** Because Sentry Management is not the **** we would very much like to have someone from our Customer Experience Team reach out to you to gain a better understanding of the lack of communication and how our team can assist in improving the responsiveness from either our team or the ****
  Your HOA ***** of ********* hired Sentry to assist them as they work hard to make the best decisions for all of the homeowners at Aldea Reserve.
  Your feedback is valuable and we look forward to speaking with you soon.

• Initial Complaint

  Date:11/20/2022

  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 live on the top floor of our building. The roof over my Unit has had 5 areas of leaks with 2 of them that have had to be fixed repeatedly. Sentry Management has been our HOA for years and the previous representative has worked efficiently to get the roof taken care off. But ever since she left I have been trying to get the new individual Cheryl D**** to fix the last area where I have water coming in from. This process started with with emails in June of 2022. I sent pictures of the area that needed to be fixed, I attended the meetings asking about when my roof was going to be fixed. I have been ignored and am still basically ignored EVEN after IAN and now NICOLE water seepage and basic disarray I have to live in.
  I call the office and have waited as long as 28 minutes for a human being to answer the phone and the interesting thing about that is that the answers I do receive from that individual "Ese" or "Ase" are as if I am trying to get to the president of our country and not Sentry Mngnt.
  Very secretive organization.
  I want my Unit free of leaks. The leaks are caused by negligence of the HOA in repairing the roof ASAP as advised originally by me. Now damage is much more severe and extensive.
  
  I have also had many more health issues now and am starting to wonder if I have BLACK MOLD that has Started to grow due to the frequency of the leaks I have had in the past and continue to have NOW WITHOUT THE HOA GETTING THEM FIXED AS THEY ARE RESPONSIBLE TO DO!
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/02) */
  We very sorry for the situation you are in and understand the frustration.
  Our team is working diligently on behalf of your board to get the roof challenge addressed. We understand that you have been in constant contact with the vendor who will do the repairs to drywall.
  We understand that the recent inclement weather has been a factor in scheduling a roofer to make the repairs, but are confident that the repairs will be completed as soon as possible.
  We apologize if you have had a less than positive experience with Sentry Management team members and appreciate the feedback. We have reviewed the matter with the local team and continue to work on improving our service with the goal of having happy homeowners.

• Initial Complaint

  Date:11/11/2022

  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 purchased my Condo in 2018, Sentry f/k/a **************** is totally inept in its services. They refuse to schedule maintenance requests according to the Bylaws and its own website information for the Woodstone ***************** community. Therefore when maintenance arrives and you're not home, they break in your gate and damage your property. The management is to be responsive to complaints regarding removal of abandoned vehicles, in more than $250,000 in HOA fees we get NOTHING! Not even an adjustment from $220/month in fees when they've shut down our swimming pool, but never adjusted our dues to represent this. Their customer service reps don't answer their phone calls, they fraudulently and without authorization respond to my complaint with my account information and sent it in an email to a closed account. They risk financial security of private account information by accessing without verification of who they are sending the info to. (Brandi R****) They and the Board authorize Tenants to violate Bylaws (a government instrument) allowing them to create environmental issues with commercial AC units stored on the property, tell Tenants its okay to squeeze several vehicles in parking spaces for 2 vehicles - one Tenant has 2 trucks, a trailer hitch (illegal in Bylaws) and a car squeezed into a space and that which doesn't fit they double-park blocking the school bus endangering kids. These illegal authorizations of covenant violations only causes discord between Owners who live here (which none of Sentry or their illegal BOD reside here). No Board meetings, no meeting minutes, no votes - just one lone person Franchelle Morgan sent by Sentry to destroy our community and take our money. As HOA term limits for president expired and no new votes held, Sentry is holding this community hostage with no clear explanation of their purpose - there are Owners who owe more than $40k in HOA dues, yet no collection. My suspicion is our funds are used elsewhere.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/15) */
  We have the honor and privilege of managing approximately 3,000 communities in 22 states, and we find that oftentimes homeowners are not aware of the role that we play in their community. We are a 3rd party vendor hired by your HOA to assist with the day to day activities. We do not "charge" homeowners anything. Your HOA assessments are paid to your HOA to help keep your community a place we would all be proud to call home.
  We work at the direction of the HOA and in accordance with our management agreement. We understand that not all homeowners are aware of the tasks Sentry Management and the HOA has agreed that we do. In situations like this we encourage homeowners to get involved or at least attend a meeting to get some questions answered. The complaints contained herein are matters beyond our control. Your HOA President is a volunteer working hard to make the best decisions for all homeowners based on several factors. All of your emailed complaints have been forwarded to the board for action.
  Our goal is to have satisfied homeowners. If you would like more information on our role, or the specific complaints herein, please reach out to your local team who will be happy to work through all of your questions.
  
  
  Consumer Response /* (3000, 7, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is totally unacceptable, The reason I have taken this route is due to the attitude in the local office. While Sentry is 3rd party and doesn't set fees, it is responsible for collections of fees which no member should be $$,$$$ in arrears and own several units. Everyone's dues are paid to Sentry and collections don't end at liens - shouldn't there be an effort in court? Sentry has many responsibilities.
  
  You communicate decisions made by "the Board", however no such communication came when it decided to not redirect the HOAs downspout outside of my Unit to stop the water damage inside for years. I believe my immediate and several subsequent phone calls after a heavy rain is a clear indication your plumbers are not doing their job; and no Board member should instruct your plumbers on the best job to be done to avoid liability of property damages. Sentry did not communicate "the Board's" decision to not clean out the drain pipes so my parking space would stop flooding. Why didn't your plumbers redirect them properly the first time as in the photos? Sentry did not communicate to me "the Board's" decision to not remove abandoned vehicles after I made a complaint regarding each of the above incidents within your portal. After six weeks, I had to place in the portal that in 72 hours I will pay for the vehicles to be towed to your office - that's when your office responded that the vehicles were removed and that was from Friday (11/11) to Monday (11/14). I therefore have reached out to work with the local office and the alleged board ad nauseam only to be left with years of resistance and property damage which could become black mold. It is with your insurance company I filed a claim for the inside damages and was denied and the adjuster called it "flooding" and we're in no flood zone. My Unit is on the end and a decline so all residual water from other units on my row flows through their downspout, under my Unit.
  
  Your office handles vendors, specifically water. I have not received an explanation for the March 2021 bill in which I received a "heads up" phone call from NES water also in Florida, warning I was about to receive a $200 bill. The next month, back down to $49.
  
  Sentry should be responsible for assisting the HOA with mitigating risks and liability such as property damage; or risk hazards such as AC units; or misuse or waste of funds, or open fence areas near commercial buildings. Why build up reserves but not assess the risk to my investment due to lack of interest in mitigating these risks?
  
  When using Sentry's portal to contact maintenance regarding a raw sewage spill, there was no communication from "the Board" or Sentry's customer service. I have a VM from 02/2022 at 1:54pm from your local office from "Allie" with a message "the plumbers have been there". I get home and the indication that these plumbers had been to my unit was the lock removed from the fence which they have to jump to get inside to get to the lock, broken ashtray, candles tossed in my plants, patio furniture moved and nothing replaced - they leave the gate open and walk away.
  
  What I received regarding the complaint for the parking violation was an email from your customer service rep Brandi R. who signs her email "*********************". In her email response she begins the false claim of how "the association rides throughout the community" which is false. Otherwise the association would have seen the same vehicle parked in the same spot for 2 years with the same front-end damage for 2 years. Then your employee further responds to my parking complaint with my complete financial account information which she didn't realize she is emailing my closed account, took no security verification precautions to confirm the owner of the account information and -sought to be malicious with accessing my financial information not realizing both accounts are current.
  
  Your service is to support the policies of the Board. I believe it would be just as negligent of Sentry to not be concerned if you receive no request to send board meeting notices, no further collection efforts are requested other than years of lien letters @$50 each to the attorneys office that prints them, and you don't receive communication to disseminate to an Owner from "the Board" regarding issues effecting my investment - regardless of their decision. But you will get instructed by the board to charge me $50 to generate that same letter on a water bill and see nothing wrong with that.
  
  It's always part of the response to "get involved", however when you attempt to there is lack of support/attendance. Our local police department no longer holds their annual meet/greet in the community, it became a waste of money and time. I sent a Newsletter of information as a pilot to the Owner's and a board member who responded with "it's great" until my Sentry complaint regarding another board member and then you get an email notification with "the board does not approve of this newsletter, and all email account info in the directory are being removed". The decisions managing unit sale is leaving us with more investors than Owners. Being inundated in that way under Bylaws that cite 'no Owner has a right to infringe on the rights of another Owner to govern their Tenants, pile on board members that don't reside in the community but make decisions that affect it, a management company that offers no communication between the Owner and "the board", subpar customer service, questionable water services from a Florida vendor when there are local water services available - and you have my experiences.
  
  I believe I have a pretty good idea what a 3rd party vendor such as a management company for an HOA should be providing in management services.
  
  
  Business Response /* (4000, 9, 2022/11/23) */
  While we understand this homeowner is experiencing frustration, we would refer to our previous response in the hopes that the homeowner will attend a meeting to address items with the board, or reach out to the local team, who would be happy to discuss.
  
  
  Consumer Response /* (4200, 11, 2022/12/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not acceptable and not a proposed resolution. This is my experience in "realtime": on 11/25/22 I entered a work order on Sentry (HOA Butler) website as the drain owned by the HOA has to be snaked out because water and now sewage is backing up into my unit. That work order is still sitting there. I have already contacted my insurance company and have had the commode that overflowed into my home snaked out for which there was nothing found and a "trap" was mentioned. The insurance company will not send *************** until the outside drain is snaked out. Today, I contacted your Sentry office 770) 389-6528 (press 9 for emergency maintenance) and spoke with Danisha, gave her my information (name, address, phone number) and she stated she entered the call as "urgent". Danisha then stated that she has put in a call to maintenance. When I asked who that person is, she says "she can't give that information". When I asked who to expect (male, female, boy, girl), she stated "she doesn't know...she just pages the 'person'". When asked well, what is the phone number, again "she can't give that information". So, to make this clear -- when it comes to "attending a meeting", there are no board meetings. The board CEO Fran M***** is the same person that is the "HOA President" that is the same person that is the "property manager" that is the same person who I will have to litigate personally for the damages she has already caused. The response given is the typical runaround given from this responder and their local office responses. It is insufficient, every day you don't send maintenance to run a snake in this drain is another example of intentional and malicious destruction of my property. Therefore, "NO" you don't "understand this homeowners frustration", because you won't recognize where as the corporate office for your local offices you are involved in "this homeowners frustration". If anything, we should be discussing the monetary damages and what can be mediated in order to return me to the standard of living I bought into when I purchased the unit. Flooring, carpeting, floor tile, paying for plumbing services, clothing, my homeowner's insurance deductible, all of these piling of expenses because of an office in Georgia that functions under your brand "Sentry Management" regardless of if it remained functioning as "****************" or not. We should be discussing my being made whole, and not your providing a parroted response. I prefer we discuss this as the remedy.

• Initial Complaint

  Date:11/03/2022

  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 was put in place to manage Horsecreek Farms HOA starting May 2022, by board members who were not elected by homeowners. In an attempt to hold a special election to vote on board members Sentry Management is withholding the number of home owners who are current on their dues. I never asked for individual owners information, but an overall number of owners current. They are also not keeping or providing records for our HOA finances. When asking for information I was told no. I'm current on my dues, and the information I was emailed was not the books and records I requested. With is within my rights as a current member of the ****

  Business Response

  Date: 11/10/2022

  We understand that transitions may be difficult for some. Horsecreek Farms' new Board is working hard to make the best decisions for the community, and Sentry, who now has the honor of serving this community, is committed to assisting the Board in this endeavor. Sentry takes our responsibilities to homeowners seriously and will uphold the community's governing documents as well as abide by state statutes.
  The number of delinquent accounts can change from day to day, so an accurate count cannot be provided. The other documents requested can be found online in our Community Pro portal. We take pride in our accounting team and our promise to deliver on time accurate financials. To keep costs down we do not provide copies of the documents readily available online.
  We have the privilege of managing approximately ***** communities in 22 states, nurturing communities we are all proud to call home.
  We look forward to establishing great relationships with all homeowners and your local team will be happy to answer any additional questions you may have.
  

  Customer Answer

  Date: 11/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You did not provide an answer in your response. Again, I'm requesting an in person meeting to review the records and books for a community. As stated in our bylaws if I decide I want printed copies I will be responsible for the cost of printing. Please let me know the best date and time to review the records and books for Horsecreek Farms HOA. I would also like to know as of today 11/11/22 how many homes are current on dues in our community and have voting eligibility. Thank you.

  Business Response

  Date: 12/04/2022

  Your local team is the best resource to address your concerns, as they will be able to communicate any requests to your Board for consideration. We do not have record of any written communication asking for a records review.
  Your response below will be shared with team members who are ready to assist, and someone from Sentry will reach out to you in an effort to resolve your concerns.

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still have not been given the opportunity to review the books and records for our HOA. I've made serval requests by phone and email with no follow through from your business.

  Business Response

  Date: 01/14/2023

  Successful communication has been established and the local team is providing answers/responses to this homeowner. We are confident that this will continue on a positive path.

• Initial Complaint

  Date:10/12/2022

  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 want to report our Homeowners Association "HOA" for neglecting their responsibilities and for selective enforcement of Violations. I live in Harbor Hills located in Lady Lake, Florida. Sentry Management takes care of the HOA. My point of contact is Holly N******. Our neighborhood is quickly diminishing. The common ares have overgrown weeds, the sidewalks in the common areas are slippery with mold because they have not been pressure washed. There are speeders who speed and don't stop at stop signs. The builders lots are always overgrown and the incorrect use of erosion materials. So sand washs in roads and property. I Have brought all of this to the attention of Holly but she gives excuses and nothing is ever done. Sometimes , they completly ingnore requests and dont respond at all. Holly is supposed to come around the neighborhood and look for Violations weekly. That ceased after covid and desperately needs to be restarted because our neighborhood is going down hill really fast. We pay over $2K per year and this is unacceptable. This HOA needs to stop neglecting its responsibilities.
  
  Also, our neighborhood association has a law stating only 2 pets per household. My neighbor has 2 dogs and 4 cats. The cats are a nuisance. They sit outside and scream all day and night. I brought this violation up to Holly but she Ignored my request complety. I went to visit and asked her why? However, she got defensive tried to find violation at my house to retaliate when I complained. This is so unprofessional This is selective enforcement of HOA rules and im at my wits end. This BBB complaint is my last resort before I pursue legal action. I really hope we don't have to go down that road but I won't hesitate if this doesn't get fixed. All we are asking is for Sentry Management to do their jobs. It's really that simple
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Unfortunately, the role of Sentry Management in communities is often misunderstood.
  In general, the board makes decisions as a fiduciary on behalf of Homeowners. This means that they're entrusted with making the decisions that affect the values of the properties in the community. One of the their primary responsibilities is to protect, preserve, and enhance the value of the physical property governed by the community association. Other responsibilities that fall under a board's purview include providing direction to the management company and its employees, policies, options and all adherences to the bylaws. The board of directors are a representation of both associations and homeowner interests.
  Sentry acts as an agent of the HOA corporation, carrying out tasks such as paying bills, handling contractor work, and following through with everything the association desires to have done. The management company is an outside vendor contracted by the homeowners association. The HOA board and the management company are two separate entities.
  To the points specifically outlined in the complaint:
  The community manager is adhering to the current management agreement.
  The developer is heavily involved and onsite multiple times a week.
  The landscaping crew is onsite 5 days a week. The sidewalks are in the process of being pressure washed.
  The builder lots are not common area and are not maintained by the HOA.
  There is no selective enforcement of violations.
  Our goal is to have happy homeowners, and we follow the direction of the board as they work hard to make the best decisions for the community.
  We hope that these clarifications help this homeowner understand our role as we continue to embrace the honor to serve this community.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Most are these claims by Sentry Management are false. Holly Nichols is supposed to go around the neighborhood and do checks for violations in************* and that has not been done for the past 2 years, when she took over this position. Also, our email has mysteriously been dropped for "opting in" after I spoke to her and made a complaint. A neighbor forwarded me the emails.
  Holly tried to threaten me with Violations after I complained about my neighbors yard and confronting her about not responding to my emails. Pictures don't lie, the attached pictures show the current status of lots around************* today. What is being done??
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  We understand the frustration felt here, but will reiterate that we work at the direction of the board. The matters brought to our attention in this complaint have been presented to the board for action.

• Initial Complaint

  Date:10/05/2022

  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.

  I was evacuated on April 22, 2019 after a fire/disaster and the entire bldg was torn down. It is Oct 4, 2022 and the building is still uninhabitable, yet Sentry mgmt expects me to pay HOA fees ! I am requesting HOA fees to be waived until occupancy is resumed and building is complete. I am 72 yrs old and live on a small social security income. I cannot afford all these HOA fees, mortgage debt, etc.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/24) */
  While we sympathize with this unfortunate situation, Sentry Management, who manages the Master Association for this account, is legally unable to waive assessments. This matter would be best addressed with the insurance provider.
  The condominium association is managed by First Services, for future reference.
  We wish you all the best!
  
  
  Consumer Response /* (3000, 10, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since evacuation in April 2019 I have been given the run around from First Service Residential, Sentry, the Lender, the Association Members, and absolutely everyone. At 73 I have no idea why there is no assistance during a disaster. How does one pay HOA dues, mortgage payments for almost 4 years, all the while residing elsewhere and paying rent. The HOA in all of Florida needs laws to be changed and an in depth look of the power they have despite the circumstances. I have lived in my car, as a homeless person, stayed with friends, stayed at shelters and finally left the state of FLorida when there was no help. This must be against the law to charge people HOA assessments when they are not residing in their homes due to a disaster. I will try to reach out to the Obundsman and the government agencies to protect homeowners not an HOA association but the people
  
  
  Business Response /* (4000, 12, 2022/10/26) */
  We understand the frustration and wish you all the best as you work through this unfortunate circumstance.
  
  
  Consumer Response /* (4200, 14, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been told to contact First Residential who told me to contact the Director of the HOA (but I wa not given a name/address to contact) then told to contact Axiom Resources which is a collection agency who refused my offer to settle (twice) then told to contact Sentry....Not one contact has been able to help...why is an Owner who was evacuated after a disaster told to pay HOA dues when I have to live elsewhere???? I believe this is elder abuse and/or senior discrimination