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

  7031 Vista Drive West Des Moines, IA 50266

  
• 

  Sentry Management Sarasota

  5969 Cattleridge Blvd Suite 203 Sarasota, FL 34232-6050

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2025

  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 in a Subdivision where *** is responsible for keeping the outside taken care of especially where something can cause a hazard in the area. I have some wood that was put in by the subdivision to divide the homes and plus keep water from flooding area and it has rotten so it not protected and more. Inhabe ask several times and I cant seem to get any help with this. They put this here in the first place because it divides the yards so why cant they maintain it. I cant possible replace this. This helps the water flow properly between the two yards.

  Business Response

  Date: 08/15/2025

  Sentry Management is not the **** but works with the association's board of directors and at their direction to assist with the day to day administrative functions of managing their community. We understand the frustration this matter is causing and in reviewing this matter we found that the association's board of directors is already working to resolve. Regardless, we have submitted this complaint to the board for review.

  The complainant will certainly be made aware once a plan is in place to resolve.

   

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Sentry Management company has a *** fee. Ever since we moved in, the internet service has not worked. We contacted *** the 2nd week we were here and they came out over 10 times to try to resolve. Finally, we purchased a ***** router from best buy, when *** came out, they said they could not figure out why the internet was so poor other than the box being inside a utility closet. They suggested hooking my television up to the Eeros router directly and that should resolve the problem. They set up the television to run off the ***** box and the internet does have less freezing now but it still freezes. Back in December our community had an *** meeting and I communicated that to the property managers on that phone call. I was told to send an email so they can address it and also to contact the *** bulk service representative for our community. I sent several emails to Sentry beginning in December and finally received a response in May 2025. I was told that they would update me as soon as they had a response from the developer. I did not pay my *** as I asked to be let out of the *** agreement since *** did notate on my account that they couldn't gurantee the service here. I waited for a response from Sentry and did not receive one, even till this day. As of 2 weeks ago, *** was still working on my issue and sent a tech out who changed the box in the utility closet. We've paid over $500 for all the ***** routers in order to have internet service. We pay a $75.00 fee every month for services that we can't receive unless we use our routers we purchased outside of ***. Sentry has sent the account to a lawyers office to collect the *** fees. I will pay the fees as soon as I get a response. I personally would like to be reimbursed from the lawyer/attorney fees as the last communication to me from Sentry was they'd check and get back to me. I worked with the *** tech the past 2 months and now we are here. I would like a refund for fees and ***** boxes.

  Business Response

  Date: 08/15/2025

  We have reviewed the matter and do understand the frustration caused.
  
  The Sentry Team has worked diligently with the internet provider, receiving assurances that the issue was resolved.
  
  Some clarification on our role in the complainant's community may be helpful in this regard.

  Sentry Management is not an HOA. We are hired by association boards to assist with the administrative duties associated with managing their association. We do not receive money/payment from homeowners. All assessment payments are made directly to the association, and are association funds. We do not have the authority to refund association funds. The association's board of directors are the decision makers for the community.

  We are unable to assist further, and have submitted this complaint information to the Board for consideration.
  
  

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23685193
  
  I am rejecting this response because:  I waited for a follow-up from the *** since 5/1/25.  If a meeting was held, the outcome of the meeting shouldve been provided.  The last response from **** regarding this issue was May and she advised she would provide an update.  Weeks went by and nothing.  We then AGAIN reached back out to *** for assistance with the issue.  This is the same bulk *** *** that was provided in the *** meeting in December.  We did our due diligence, contacted *** as advised and also submitting an email to the *** as advised.  *** responded right away, we provided the response to the *** several times and didnt receive a response until April.  We would like our attorney fees waived for this issue.  If *** is saying we can be let out of our contract because they confirmed the poor service, why continue to pay for service.  I mean, we paid our *** **** for 2 yrs without an issue.  If we take out the ***** boxes that we purchased, our internet would not work at all.  This is documented as well with the over 10 visits from ***.  Why ours didnt work and our neighbors did is a mystery but as residents and consumers, we took the steps needed to resolve the issue on our end.  The attorney fees or our Eeros boxes need to be compensated. As a ***, we pay you for the services and have to communicate any issues to you and ***.  *** said we can terminate, I had to come to you in January to advise.  I totally understand the ***/*** relationship but we pay you for our service, communicated to you and *** of the issue, *** advised we could terminate as its nothing they can do, we communicate that to you over several unresponsive emails and then finally in April, get a response stating the developer doesnt know what to do but an update will be provided etc.  No update was provided so we again took it upon ourself to reach out to *** starting in June, followed the steps provided and called back in July to again discuss the same problem.  The *** bulk *** you provided did assist by running the system test again, advising it was something wrong with the speeds, we scheduled another tech to come out to change the box again and at that time, we tried to make it whole.  If this account was on hold or waiting for a response, this shouldnt have ever went to an attorneys office if you knew you were assisting us with service that we werent getting for nearly 2 yrs.  Its a disconnect with communication and its not with us. 

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

  Business Response

  Date: 08/22/2025

  We understand the frustration and have submitted this information to the Board for action. We are unable to provide the resolution requested, as we have no authority over HOA funds.

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23685193
  
  I am rejecting this response because:  Thats the same notice you all sent me months ago regarding the Board of Directors but I was forwarded to a lawyers office with fees.  How soon will we receive a response from the board as wed like to ensure all ends are tied.  Wed love to have this issue resolved as soon as possible.

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

• Initial Complaint

  Date:07/26/2025

  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.

  My account to access official *** records has been removed from the *** management company website.This is a statutory violation.

  Business Response

  Date: 08/09/2025

  In reviewing this matter we found that the homeowner has received assistance since submitting this complaint. The challenge revolved around a name change and we are confident this has been resolved.

  We have no way of blocking access to accounts and hope that the resolution and communication with our teams helped change that perception.

  Customer Answer

  Date: 08/09/2025

   
  Complaint: 23656957
  
  I am rejecting this response because:
  The response is a misrepresentation of the facts. In the same manner that  Sentry Management is able to grant access and upload documents to the required portal, they are most certainly fully able to purge, remove, and even change personal homeowner information because in my case, not only were all HOA documents removed, my email was changed and my phone number removed. This was in addition to my account being blocked, preventing me from making my online HOA payments, and without any prior notification. 

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

  Business Response

  Date: 08/15/2025

  We are disheartened by this perception of Sentry Management. The complainant had transparent communication with a Customer Experience team member where the matter was resolved. We hope that moving forward the perception will improve.

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23656957
  
  I am rejecting this response because:

  What occurred should have never happened. Sentry Management's motto makes mention of "kindness and professionalism'.  I never received the courtesy of being notified that my personal HOA account had been closed. I had to discover it when I went to make my monthly *** **** payment.  I was left wondering why Sentry Management's system could not locate my account and obviously became very concerned because this deals with MY HOME.  When I was finally granted access, I then discovered that all HOA-related official records had been purged - a statutory violation.  

  ****** ******

• Initial Complaint

  Date:07/17/2025

  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.

  Been in the process of selling my house with the closing delayed for over a month now due to the horrible lack of communication of this ***************** manager *** ******** does not answer phone calls and when the main number is called we get told he only communicates over email. Several emails have been sent by multiple parties and none have been answered.I decided to go in person to their office in ********, ** to seek help and spoke to a very entitled lady named ****** ****** that essentially refuses to answer any question and say that the department of closings should deal with that.Well, the department of closings are the ones telling me as a homeowner to direct my questions to Mr *** ********. Horrible horrible horrible business. They are very fast to take the exorbitant amount of $400/month from my bank account every month.

  Business Response

  Date: 07/23/2025

  In reviewing this matter we found that there has been communication between the complainant and Sentry Management, where we shared our role and abilities in this process.

  We will also work internally to insure that more information is provided when we are unable to deliver the expected results. We appreciate the opportunity to improve our service and explanations of that service.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23615788
  
  I am rejecting this response because:
  

  When there was communication, it was not being clear or provided in reasonable time  until I decided to leave this review while seating in Sentry Management's office going back and forth through emails with people that refused to come out of their offices to talk to me and assist. 

  The lack of communication on your part has cost me money. Because of the delay in my closing it caused me to pay another month of mortgage and utilities for a house I no longer live in. 

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

  Business Response

  Date: 08/09/2025

  This response is disheartening as we clearly explained our role in the process. Their closing team was requesting answers to questions regarding damage to buildings and input on potential mold exposure. Sentry Management will not answer these types of questions as our team members are not experts, and cannot responsibly provide this type of information.

  After sharing this information with the homeowner, the Division President also reached out and explained to the lender, who understood our position.

  We are not a property management company, and this may be where the incorrect expectation, confusion and frustration stems from.

  Customer Answer

  Date: 08/09/2025

   
  Complaint: 23615788
  
  I am rejecting this response because:

  While I do understand Sentry Management could not have answered such questions the biggest issue here is HOW LONG it took for this to be said. 
  Sentry Management did not take one, two or three days to simply say "we can't answer this questions because of this that and the other. THEY TOOK WEEKS. 
  And even that because we kept following up on emails (as while trying to call and get a hold on the phone we kept getting told that answer would be provided through email only) until I decided to show up to their office to demand a written answer that made sense to provide to the buyer's lender.

  This delay on the part (again, WEEKS) caused me to have to pay another month in mortgage and utilities on a house no one was living at anymore.

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

  Business Response

  Date: 08/15/2025

  We appreciate the feedback on our service as it allows us the opportunity to improve. We are actively reviewing this matter internally as we determine ways to streamline our communication process.
  We apologize for the less than positive experience.

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23615788
  
  I am rejecting this response because:

   

  I believe we past the apology state. I would like reimbursement of at least the last month that I had to pay Sentry Management for the *** due to your lack of response.

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

• Initial Complaint

  Date:07/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received two $150 charges for a HOA violation for my tenant working on his car in front of his condo. I was not aware this was a violation and never received any documentation regarding it. I tried to appeal the first violation but was told since I didn't do it within 10 days they could not appeal. I didn't appeal within the 10 days because I never received the notice. I paid the violation anyways and was told my email had been updated and I would receive all violations through email as well as through the mail. I only found out about the 2nd violation when I logged onto the portal and saw an additional fee. Once I say this fee and confirmed when it was added it was past the 10 days as well. I confirmed the fee was for the same violation and that it was photo evidence of this violation. I spoke with someone named ****** who stated a board member received a picture of the violation while on vacation and it might have taken them a couple of days to put the violation in. I confirmed with my tenant no action has taken place since we were made aware of the violation. I was made aware on 6/12/25 after reaching out for weeks and the second fee was put on the account 6/17. I asked them to verify when the second violation occurred since they had a picture and I was told they would. The email I attached is stating they are refusing to waive the fees and still don't know when the picture was taken. I need this action verified with a clear timestamp, as I was informed that there was a delay in processing the violation because it was sent to a board member who was on vacation. If that is the case, the photo may have been taken on the same date as the initial violation, which would mean the second fine is not justified. I would like them to verify when the picture was taken to confirm I wasn't charged $150 twice for the same violation. I don't understand how they can charge and not tell me when the violation occurred exp if they confirmed it wasn't put in immediately.

  Customer Answer

  Date: 07/17/2025

  I would just like to confirm I am only asking them to provide.

  1. When the last violation took place, they stated they have a picture but have not provided the date the picture was taken. Want to confirm it was my tenant and it wasn't during the same time as the first violation. Would like to verify we are not being charged twice for the same offense. I was told by a staff member that the picture was taken and sent to someone on vacation so the violation notice could have been delayed meaning it could have been around the same time.

  2. Verify notices were sent to my house. I have all my mail scanned by the post office and no mail was scanned from the property at those times they advised information was sent out.

  My main concern with this property is they advised they were not waiving any charges even though they cannot confirm when the last violation took place. Even though I informed them I was aware the board member who filed the last one was on vacation and did not do it immediately they still advised without the date no fees would be waived. 

   

  Customer Answer

  Date: 07/24/2025

  I received a reminder statement today indicating that I need to pay the $150 fee that was assessed. Upon reviewing the statement, I see that I was charged $150 on May 20, 2025, for "maintenance work". However, I've been informed both in writing and over the phone that the $150 fee was due to an unauthorized vehicle repair violation. 

   

  This document does not reflect that, so I'm requesting clarification on the following: 

   

  The specific date and reason each fee was assessed

  What violations, if any, occurred and when

  If the first fee was indeed for maintenance work, please confirm what work was completed, as my tenant has confirmed that no maintenance has been done.

  Thank you in advance for your help in resolving this. 

  Business Response

  Date: 07/31/2025

  In reviewing this matter we found that the property owner of 2456 Burgundy is renting the unit to a gentleman for whom we have no rental application or personal information on file. We have communicated with the homeowner on several occasions to explain the violations, but unfortunately, the issues persist.
  
  The current tenant has been involved in multiple violations of the communitys Rules and Regulations. Specifically, he has been observed:
      -Performing vehicle maintenance in the parking lot in front of the garage, and
      -Leaving the garage door open for extended periods of time.
  
  Per Association governing documents, vehicle maintenance is not permitted on the property, and garage doors must remain closed unless actively in use (i.e., entering or exiting the garage).
  Pictures are attached.
  
  To date, the homeowner has received a total of three violation notices. The first resulted in a $150 fine, which has been paid. However, two additional fines of $150 each remain unpaid. The homeowner asserts they not receive the violation notices or fine statements, despite the documents being sent to both the primary residence and the rental unit.
  
  This matter has been ongoing for quite some time. After careful consideration, the Board has determined that no fines will be waived. While the homeowner may be frustrated, please note that this decision lies solely with the ********* and not with Sentry.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23590140
  
  I am rejecting this response because:

  I have received no pictures or proof of any violations. I also have not received any notification of any maintenance that has been performed or needs to be done. I have included all of this information in my initial complaint. The lack of communication and unreasonable attempts to resolve this situation is unacceptable. I would like to bring an end to the fines now and prevent them from reoccurring every month. I am reaching out to you for the sole purpose of helping to resolve this issue as soon as possible.  Thank you for your help so far. I appreciate you.

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

  Business Response

  Date: 08/09/2025

  While we appreciate the homeowner's stance, we simply have no further action to take.

  In our role as the association management company, we assist the association board as they work hard to make the best decisions for the community. To simplify our role in this instance, we do not receive payments from homeowners. Homeowners pay their association, and we have no authority to refund any association funds. The ***************** of Directors are the decision makers for the community. As explained, this matter has been reviewed by the Board and their decision stands.

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23590140
  
  I am rejecting this response because: the tenant was made aware of the violations and reviewed the bylaws and has not made any of the infractions since. He paid the first one because he was simply unaware. We are appealing all fees that are being charged after the first one. We are being charged twice for violations we already paid for. The only response we are receiving are pictures that have no dates and behaviors that didn't persist beyond the date of the violation and fine. We simply cannot afford to continue to be charged for things that are not happening. We really need to put a stop to what seems to be a grievance on one person's behalf that could seemingly have no end.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/10/2025

  Type:Product 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.

  Formal Request for Refund - April 5, 2025As current president of the ********* I contacted Sentry Management regarding potential termination of our contract due to concerns over performance and compliance. I was informed that we must provide 60 days for Sentry to resolve the issues.April 16, *************************************************************** response to our inquiry. This email was later rejected by Sentry as not meeting the requirements for resolving the breach.April 19, 2025 A formal breach of contract notice was sent to Sentry Management. April 29, 2025 Sentry responded requesting clarification.May 7, 2025 I responded in good faith with additional clarification. No further communication was received from Sentry for the remainder of the 60-day cure period.June 17, 2025 (11:30 PM) An official termination notice was sent to Sentry for failure to cure the breach within the required period. 60 day cure period ended June 18, 2025.June 24, 2025 Sentry claimed no breach had occurred.Sentry referenced an email from our former board president as part of their defense. This email was received after the 60-day cure period expired (June *******) and emails from our previous president had already been deemed unacceptable in April by Sentry.June 25, 2025 Sentry sent a certified letter announcing their resignation as the management company. This resignation constitutes a unilateral termination by Sentry, further confirming the breakdown of the contractual relationship. Request for Refunds and Waiver of Improper Charges Based on the above:Refund for Missed Quarterly Meetings$2,250Sentry did not deliver the required quarterly meetings under the contract. These undelivered services must be refunded immediately.Early Termination Fee$2,205- Tierra ****** will not pay this fee. The *** provided just cause for termination due to Sentry's breach. Furthermore, Sentry unilaterally resigned from the contract on June 25, 2025, voiding any claim to this fee.

  Business Response

  Date: 07/23/2025

  After a thorough review, the early termination fee refund and attached letter has been mailed out via certified mail. We feel this is a fair and equitable resolution, and wish this association all the best moving forward.

  Customer Answer

  Date: 07/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of the early termination fee being refunded is satisfactory. As of today the check has not been received. However Sentry stated is is sent via certified mail so this resolution is satisfactory to me if we receive the refund.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/07/2025

  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 represent a seller for a unit that is managed by Sentry Management in *******. Per Arizona Law ARS *******, the *** is required to forward documentation to the buyer/title company within 10-days of receipt of *** demand. Original demand was sent by the title company on 6/13/25, again on 7/3/25 and again on 7/7/25. Sentry Management is in violation of Arizona law and has put the seller of the unit in breach of contract by their lack of action. Emails do not get responded to and voice messages are not returned by anyone at Sentry Management. The original demand was sent through the Sentry website confirmation #E5ZMIMQE, reordered with the *** confirmation #H44M4VXW and reordered again 3rd confirmation #**VHN1AS.

  Business Response

  Date: 07/19/2025

  We understand the frustration this matter caused. After a thorough internal review, we identified a system error that has since been corrected.
  
  Of the 5 orders placed for the homeowner documents, 2 were affected by our system glitch. One of those two affected was delivered outside of statutory requirements. The other 4 orders were delivered as ordered.
  
  We apologize for the delay for the order most affected and can provide reassurance that we have corrected the software issue identified.
  

  Customer Answer

  Date: 07/21/2025

   
  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:07/02/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sentry Management was hired by ****** Private Residences to maintain and manage our condo property. They were fired and a new company started on May 1, 2025. Sentry collected our *** **** for May, if we were on autopay. Mine were paid through autopay through their portal. They took May's payments from those of us that were on autopay, and we were told from the new management co, Green Acres, that Sentry had a 60-day ***** period to pay back this money. The 60 days were up on June 30, 2025, and they have neglected to credit the money that we paid back to us. They neglected to make any positive changes while they were here. In fact, they did more harm to our property and the CAM ******** *** ******* was paid very well and wasn't even here on a daily basis. Her Cam license should be revoked. She was a very unsuccessful manager, and they have stolen our money.

  Business Response

  Date: 07/17/2025

  Thank you for your submission.  The President of Sentry Management has been trying to resolve this for the last several weeks.  He has been working with the new management company and the association's attorney to try and get everything resolved.  This week, the association's attorney offered to have a meeting to which we have made ourselves available, and we are simply waiting to hear from the board members so that all outstanding matters can be resolved and records sent.  Our team has been answering any question the new management company has sent to try and help the transition process.  We are ready to close out and send information as soon as a few pieces of information can be resolved.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23549676
  
  I am rejecting this response because the owners that have paid their HOA fees to Sentry in the Month of May and their overpayments have not been reimbursed yet. I will not be satisfied with this response until my account balance reflects that payment, which needs to be reimbursed. WE have been monitoring this and the New Management company states that they had to pass it on to our legal *** as Sentry was NOT cooperating. They had until the end of June., 60 days, to give us back our payments. So as for you have been working for weeks, I know that is untrue. We should not have to get our lawyer involved, had you paid us back our money, as promised, within the 60-day transition, which was from May- June 30. You have failed to comply. IN essence, since you have not complied and we had to get the legal ***** involved, I will not close this complaint. 
  
  Sincerely,
  
  ********** ***** (formerly *****)

  Business Response

  Date: 07/23/2025

  We will respectfully point out that the complainant is not privy to the details of this matter and will reiterate that we are working with legal counsel to resolve.

  Customer Answer

  Date: 07/31/2025

   
  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. The company appears to have credited the overpayment to us. 
  
  Sincerely,
  
  ********** ***** (formerly *****)

• Initial Complaint

  Date:07/02/2025

  Type:Sales and Advertising 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.

  This company was fired 5/1 from managing our community. They had 60 days to legally turn over all funds to our new management company. Its now past that and they so far have not done so. Many paid the May dues to this company which needed to be transferred. They also overcharged us for each month this year and everyone is owned a credit. Personally Im owed $63.24.

  Business Response

  Date: 07/17/2025

  Thank you for your submission.  The President of Sentry Management has been trying to resolve this for the last several weeks.  He has been working with the new management company and the association's attorney to try and get everything resolved.  This week, the association's attorney offered to have a meeting to which we have made ourselves available, and we are simply waiting to hear from the board members so that all outstanding matters can be resolved and records sent.  Our team has been answering any question the new management company has sent to try and help the transition process.  We are ready to close out and send information as soon as a few pieces of information can be resolved.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23547342
  
  I am rejecting this response because:

   

  its nothing but lies. They legally had 60 days from may 1 to turn over all funds they owed 384 owners in my complex. Our new management company has said they have not responded. In addition it was discovered the property manager did not pay many invoices that she was supposed to. We should be getting refunded all of what was paid to sentry because they and the property managers did not do what they were paid to do.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/23/2025

  We will respectfully point out that the complainant is not privy to the details of this matter and will reiterate that we are working with legal counsel to resolve.

  Customer Answer

  Date: 07/24/2025

   
  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:06/27/2025

  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.

  Prolonged obstruction and unresolved repair: Asphalt repair in front of my townhome has remained incomplete since April 2025, leaving my unit completely obstructed.- No other townhome in the community has been similarly impacted.Lack of proactive communication: No communication was provided for over a month after disruption of parking began. All updates have only come after repeated resident follow-ups.Unprofessional and dismissive behavior by Community Manager (******* *******):She stated that further back-and-forth will not be productive, effectively cutting off communication. Frequently uses flippant, passive, or dismissive language in addressing legitimate concerns. She has failed to offer any temporary solution, contingency plan, or explore alternate vendors despite ongoing delays.Management inaction and silence: Lillians direct manager, Ms. ****** *********, has been copied on all communications but has never responded. Indicates a lack of oversight or accountability from ************* resolution following executive escalation: Concern was escalated to President ******* **** and VP of HR ****** ****** in early June 2025. Since then, only another passive message from ******* received with no resolution, timeline, or meaningful action.Growing safety hazard: The area in front of the townhome is now buckling and deteriorating, posing a potential liability and safety issue.Pattern of poor service reflected in public feedback: My concerns are echoed by multiple neighbors. Public reviews reflect a broader pattern of unresponsiveness, lack of professionalism, and mismanagement at Sentry Management specifically ******* *******.

  Business Response

  Date: 07/19/2025

  After reviewing the matter we found that this was handled appropriately by the Sentry Team.

  
  As of July 7th, the issue has been fully resolved.
  
  Its important to clarify that the space affected was a visitor parking space and not an assigned spot. Although a portion of the assigned space adjacent to it was disturbed during the process, that space remained accessible throughout. While I understand this situation may have been frustrating, I want to assure you that all actions taken were within reasonable timeframes based on the availability of vendors, board approvals and necessary drying periods.
  
  Below is a summary of the timeline and efforts made to address the issue:
  
  April 23: A work order was entered due to water surfacing in the parking lot. ServicePro was dispatched the same day but was unable to locate the exact source of the leak. They recommended an exploratory dig, quoted at $3,330.
  
  April 29: The board approved the proposal, and the exploratory dig was scheduled for May 6 at 10:00 AM. The plumbing repair was completed the following week, and we were advised to allow the area to fully dry before proceeding with asphalt repair, which typically requires 23 weeks. Unfortunately, consistent rain during this period delayed both the drying process and the repair work.
  
  May 2: A mass email was sent to all Cedar Mill Townhome residents notifying them of the scheduled water shut-off and repair on May 6.
  
  During the drying period, we obtained a quote from Pothole Heroes for the asphalt repair. The estimate was presented to the board on June 1, approved on June 17, and the repair was scheduled for July 7. Vendor backlogs during this time contributed to additional delays.
  
  June 25: I was notified of the July 7 repair date and immediately updated the *********************************** Calendar and sent out a mass email notifying residents of the event.