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:06/25/2025

  Type:Order 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 moved in October 2022 in the latter part of November 2022 my association fee was $265.00 when I closed. I received a letter that I was late and that my association fees were past due. I called the Property H313432**35**32313330H firm and didn&#**;t get a call back. So then I continued trying to reach them unsuccessfully. In Feb 2023 I finally reached them to discuss why my fees had increased. My fees are continuously increasing every month. I was never informed of a Reserve Assessment. I contacted my Lender and was informed they weren&#**;t aware of any fee above $265.00. I was told that the emergency fee would go down in January 2025 and I would go back to my original payment of $265.00. As of today June 11, 2025 my association fees $506.00 and I am also being charged a reserve fee for $265.17. On May 30, 2025 alien was placed on my property

  Business Response

  Date: 06/25/2025

  Sometimes homeowners are not aware of our role in their community. Some clarification may help in this matter.

  We are not the **** nor are we property managers. We are hired by the association board of directors to assist them with the day-to-day administrative functions of managing their community. We have no authority in association matters, nor do we receive any payments from homeowners.

  The grievances raised in this complaint are all association matters, and the process and explanation have been provided to the homeowner previously.

  Increased assessments, special assessments and liens are all dictated by the association board and the process for each of them is outlined in the governing documents. 

  Sentry is unable to assist further in this matter.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23456346
  
  I am rejecting this response because:

  I expected such a response as Sentry Management responds in this fashion more often than not.  When Sentry states: "We are not the **** nor are we property managers" THAN WHO IS SENTRY MANAGEMENT? This explanation is UNACCEPTABLE.  They are a "Property Management" Company OR are they MISREPRESENTING THEMSELVES??? 

  THE FOLLOWING BUSINESSES DEFINE SPECIFICALLY WHO SENTRY MANAGEMENT IS...

  PER ******** AI's ANSWER: "Sentry Management, Inc. is a community management company that specializes in managing homeowner associations (HOAs) and condominiums. They are a full-service company offering a range of services to enhance communities and improve residents' quality of life."

  PER THEIR OWN WEBSITE: Sentry Management htps://*********************************.  "We are a leader in managing homeowner associations and condominiums since 1975. Sentry is an Accredited Management Organization by the ************************ Sentry Management Inc.
  

  PER LINKED IN: LinkedIn  Sentry Management Inc. 6.7K+ followers
  "Sentry Management, Inc., is a community management company whose sole business is managing communities, homeowner associations, and condominiums"

  PER LEAD IQ: ***********************; sentry-management-inc "Sentry Management, Inc., is a community management company whose sole business is managing communities, homeowner associations, and condominiums"

  SHOULD I CONTINUE?  I'd rather NOT.  SENTRY, I hold YOU to account.  STOP MISREPRESENTING yourself and BEGIN doing the RIGHT THING for your constituents!  I will NOT accept your answer as you so OFTEN state to DOZEN'S of your complainants.  I move to SEEK a RESOLUTION and PLEASE STOP saying you are NOT responsible, You are!

  You must take responsibility for your actions, in my particular case, lack of action. I look forward to continuing our RESOLUTION.

  Thank you for your PROMPT attention to this matter,

  Respectfully your constituent

   

   

   

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

  Business Response

  Date: 07/10/2025

  We appreciate the feedback and concerns brought to our attention.
   As explained previously,the association board is the governing body for the association. Sentry is honored to be the designated Management company for the community.
   In general, the board makes decisions as a fiduciary on behalf of Homeowners. This means that theyre entrusted with making the decisions that affect the values of the properties in the community. One of the boards primary responsibilities is to protect, preserve, and enhance the value of the physical property governed by the *********************. 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 association board of directors are a representation of both associations and homeowner interests.
  Sentry acts as an agent of the HOA/condo 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 association. The association board and the management company are two separate entities.
  The association has governing documents that each property owner must adhere to. 
  In cases like this it is helpful if homeowners attend association board meetings to have their grievances heard in the proper forum.

  The matters in this complaint are association matters and we are unable to assist. 

• Initial Complaint

  Date:06/24/2025

  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 received notification of landscaping infractions at the end of April. I supplied photos showing compliance & heard no response until another letter notifying me of a hearing due to soil exposure. This is a common occurrence throughout the neighborhood because of the trees blocking light. There is soil exposure on common areas that Sentry Management is responsible for. So I'm being threatened with fines to do something that is impossible, grow grass without sunlight, & also because I don't meet an expectation that the management company doesn't meet. This is a known form of bad business behaviour based on numerous reviews. Furthermore, in order to show an infraction a member of Sentry came onto my property without permission to take a picture because the issue was so small. Meanwhile, Sentry does nothing for the neighborhood upkeep & just pockets money. Again, a repeated issue, which is leading to a lawsuit

  Business Response

  Date: 06/27/2025

  Oftentimes homeowners are not fully aware of our role in their community. We are happy to provide some clarity that may help in this situation.

  Sentry Management is not the **** We are also not property managers. We are hired by association boards to assist them with the day-to-day administrative functions of managing their community and work at their direction.

  The association governing documents outline the violations process. In reviewing this matter we find that three notices were provided prior to the hearing notice.

  The Board of Directors in this particular community are working diligently to make the best decisions on behalf of the homeowners. The association board and Sentry have the common goal of retaining property values and maintaining the community as a place all owners are proud to call home. We will continue to serve the association board and entire community with that purpose in mind.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23510519
  
  I am rejecting this response because Sentry Management didn't address my concerns. The first of which is why no one responded when I replied to the initial complaint at the start of May & sent pictures. In fact, even this week, when I've sent pictures I've had no response despite my followup. Is it that difficult to maintain a basic level of professionalism and reply? I feel at a bare minimum Sentry should reply and either say yes that works or no there is so small issue. But they don't, leaving homeowners in a constant state of flux and worry until sending threatening communication. Secondly, "maintaining the community as a place all owners are proud to call home." Who is responsible for the common areas that are in a worst state than my house as evidence by the picture? I have a roll of over 40 images that show soil exposure in all common areas and in at least 80% of the neighborhood. You're not even adhering to your own standards and the lack of consistency makes the quote you shared a joke. This lack of inconsistency and lack of responsiveness are my main issues and why I feel I am being targeted. Neither of which Sentry has addressed. Thirdly, sending someone to who need to come onto my porch to take a picture of a small dirt stain. Again, excessive and unreasonable behavior. Reviews of Sentry Management show that this is repeated behavior in other communities that they manage. 
  
  ****** *******

  Business Response

  Date: 07/19/2025

  We understand the frustration, and can state again that Sentry is not the decision maker for the association.
  
  These violation notices are Association driven. These are not "Sentry Standards" as stated. We work at the direction of the ****************** who is working hard to make the best decisions for all of the owners. 
  
  We are reviewing the responsiveness piece to determine a better way to follow up as we await Board input.

  In these types of situations, we encourage owners to attend board meetings, where their grievances can be discussed in the proper forum.

  Business Response

  Date: 07/19/2025

  Because of scheduling conflicts we had a delay in receiving detailed information about the matters in this complaint.
  We have since obtained pertinent information.
  
  This violation was issued due to excessive leaves and bare lawn which the Board has directed Compliance to write up. The Compliance process for the community ********************************************** is a first notice informing the owners of the violation and if no response is received or if there is a response and Compliance goes back for the next inspection and sees that the violation has not been corrected then we are to proceed with a hearing notice. Again, this is per the Boards direction. 
  
  A response was received 5/14 to the first notice from **** ****** at *******************, a different name that is not listed on the account.
  This is where the photos on the porch came from which were attached to the email. We do not know who took the photos that **** ****** supplied.
  A response was provided on 5/16, which read "thank you for your communication and the attached photos, we have noted the account and will confirm the correction during our next inspection."
  
  During our next inspection we noted that the leaves were all corrected, however there were still bare areas of grass and the it was decided put the violation on hold and continue to monitor to see if there was any change to the area in question during the next inspection, giving the bare lawn time to show some growth. If there was no change by that time,then Compliance would proceed to a hearing.  Again, the Board's direction is a first notice and then if not corrected we are to schedule a hearing.
  
  Sentry Compliance Drivers does not exit the vehicle while onsite in any community for safety purposes.
  
  The Compliance Team has followed all procedures correctly, The Compliance Team did not enter the property to take photos and has followed the Board's direction. In the research of this address and the noted communication on the account the issue appears to be that there are two or more management/real estate company's managing this address. This creates a scenario where multiple people/employees are added on the emails but do not inform each other of updates. Worth noting, the owner does not have any of these listed names on his account as property manager's or tenants. 
  
  We hope this helps clarify the matter.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23510519
  
  I am rejecting this response because the communication only raises more questions about Sentry's professionalism and doesn't answer the initial compliant about selective and excessive enforcement.

  First of all sharing the name of someone without their consent might be a compliance violation. It's generally best practice to remove all personal identifiers in public communication. Organizations pay my company large sums of money to create trainings on this issue to avoid fines. 

  Now as to the dates. If you received a response on 5/16 that showed partial compliance. Why was that not communicated to us? If as you say you want to work with the community, the professional thing to do would be to communicate back, "We see you took care of the leaves. There's still an issue with bare soil." Not do as you communicated in this response which is wait to see what we do, especially as the letters we received after kept referencing leaves, which by your own admission, we'd addressed. Do you want to work with us to improve the situation or play gotcha to collect fines?

  As I have repeatedly referenced, bare soil is common place within the community (>60%) as a result of the trees blocking sunlight and the fact the soil is deprived of nutrients because we have to sweep up the dead leaves. It's unreasonable to expect lawns to grown in this circumstance. The fact that bare soil remains an issue throughout the neighborhood yet we were cited supports my claim of selective enforcement. As the representative of the home owners group, I assume Sentry is responsible for common areas. Why is there bare soil and dirty sidewalks in all of them? It seems you should uphold the same standards as you impose on the community, but you don't.

  The photos of the driveway were not from our 5/16 communication but part of evidence supplied in the June correspondence from Sentry. Two of the photos are clearly taken from inside a vehicle while the others could only be taken outside of it and one was obviously taken from standing on our front porch. "Sentry Compliance Drivers does not exit the vehicle while onsite in any community for safety purposes... The Compliance Team did not enter the property to take photos" is not true in this case and points to excessive enforcement and violation of your own stated compliance standards.

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

  Business Response

  Date: 07/31/2025

  We are disheartened that this matter has generated this dialog.
  
  Sentry Management works at the direction of the ******************** The compliance standards are not "Sentry standards" but instead are set by the Association. We adhere to the Association's governing documents. There is no selective enforcement on behalf of Sentry Management.
  
  Any further disputes should be brought up at an association meeting, as we do not have authority to do anything other than follow the ******************* direction.

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23510519
  
  I am rejecting this response because Sentry management refuses to accept responsibility for actions taken in their name or clear compliance violations by their own admission.

  You're disheartened! I've been living here going on four years and never had any issues until now. Seriously, how can you claim no responsibility when all communication comes on Sentry letterhead? And it's Sentry employees who both conduct inspections and are named as a point of reference?

  My dispute relates to:

  A.) Getting violations for non compliance of standards that Sentry as the custodian doesn't even comply with and are common place in the neighborhood. Basically, look in the mirror before speaking, don't cast the first stone, etc. Whose standards they are is irrelevant. As the entity charged with enforcement and managing common areas, I don't think it's too much to expect that Sentry applies whatever the standards are consistently and uniformly. It is currently not happening as I have repeated and over. I have offered evidence that shows selective enforcement. Denying it doesn't make your statement true when I surveyed the neighborhood and took photos to say two-thirds remains non compliant.

  B.) The unprofessionalism of Sentry employees. You admitted in the prior communication that inspectors aren't allowed to leave their car. But again pictures, this time supplied by you, clearly show images both taken outside the car and on my porch. Exceeding your own standards in order to show noncompliance does circumstantially support the selective enforcement change. You get that, right? Heck, someone on this thread violated privacy laws when it comes to personal information. Then there is the poor response time from Sentry employees. Your own email system showed it took three weeks for our last email to even be opened and read. Is it really too much to ask when we respond, to receive some sort of reply? Most companies offer 48 hour response times.

  C.) Lack of clear and actionable information in letters. Again, you admitted we had addressed one issue but the subsequent letter continued to cite it as a violation. How are we supposed to know what to do? I get the use of templates. I use them in my job. Not even taking the time to edit them to the situation at hand fails at the basics of professionalism and shows an utter disregard and contempt to the recipient. 

  Even today, I just got a new letter for the state of the sidewalk, again a common issue, and one particularly difficult to fix when it hasn't stopped raining. In addition to a lack of professionalism, Sentry seems to lack common sense. The fact that my sidewalk is again, like my front yard, in the same state as 70% of the neighborhood makes me wonder if I'm getting selective enforced again or targeted because of this complaint.

  If you want this dispute resolved, I want to see Sentry:

  A.) Bring the common areas to the same standards as I and other residents are being held to. If part of your role, with the Association's Board, is to maintain property values, then I'd start where you have control and set the example for the neighborhood.

  B.) Be more prompt, professional and collaborative in correspondence. If we send pictures, acknowledge them within the standard 48 hour time-frame and be clear if all, part or nothing of the issue, is now compliant. 

  C.) Take a less adversarial approach in your dealings with the community, acknowledge when you clearly have made mistakes and apply some base common sense.

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

• Initial Complaint

  Date:06/20/2025

  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 have placed several requests and calls to management company to repair property damage. There has been no resolution or response to the issues. Property damage continues Sprinkler system and water causing damage to paint and windows of car. I have attempted to clean my car and there are water stains on the window and paint Tree in front yard partially dead due to mulch placement in Spring. .

  Business Response

  Date: 06/26/2025

  We appreciate owners informing us of challenges in their community. 

  Since we are not property managers and work at the direction of the association's board, it can take some time to obtain approval to repair items. We have acted quickly when directed by the Board and a plan for resolution is in place.

  Someone from the local team will reach out directly to this homeowner with more information.

• Initial Complaint

  Date:06/18/2025

  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 was out of the country when the hearing/meeting took place, and I was unable to attend. The week before that, I was also away and had limited access to my phone and email. May was a very travel-heavy month for us, and we were hardly home. After being in the property for 6 years, Sentry Management is new to me, having heard about it this year, and I was unaware that there was a charge for missing a meeting. Additionally, I addressed the requested issue, but I am still being charged a fine, despite not being in the country at the time.I have emailed and called the community care managers several times, and have been hung up on; however, they still refuse to drop the fine. I feel like I am being discriminated against for taking vacation and having a life, when they do not own my time!

  Business Response

  Date: 06/23/2025

  In reviewing this matter we found that the complainant was admittedly aware of the meeting a week prior, and the hearing letter does outline the $50.00 fine.
  The refund request was presented to the association board for consideration and was denied.
  When the request for an extension to repair the mailbox was submitted and granted, no additional fines were assessed.
  Our role in the community includes assisting the association board of directors with the day-to-day administrative functions of managing their association. We are not the decision makers for the community, and have no authority to take any action in this matter.

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23488700
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Eric Turner

  Customer Answer

  Date: 06/25/2025

  I reject the resolution because I was given less than a weeks notice about the meeting/hearing and was on vacation that week and had minimal time to phone or email. I was out of the country for the meeting on a cruise which I provided evidence for. Also, they have provided no evidence that I signed something that they can charge $50 dollar no show fee. I have contacted Sentry numerous times about this issue via phone or email and I have received no help and was even hung up on when I called. Also, there is NOTHING stated that I have to provide my vacation schedule to an HOA so they will know that I am unable to meet. I have in writing that several neighbors have also missed a hearing meeting and have not received a fee and they are inconsistent. 

  Business Response

  Date: 06/25/2025

  While we do understand the frustration, we have no authority in association matters.

  The governing documents dictate the rules and regulations for the association, and the association board of directors are the decision makers.

  Sentry Management does not receive payments from homeowners, therefor we are unable to refund payments. We do not have that authority.

  We are unable to assist further, but will always suggest that homeowners attend community meetings when able, to air grievances in an appropriate forum.

• Initial Complaint

  Date:06/16/2025

  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.

  This complaint pertains to unjust violation fees, discriminatory treatment, and ongoing unfair practices I have faced over the past year. **HOA Violations:. November 9, 2023 - Garbage on street view: This issue was resolved promptly upon receiving the initial notice, as evidenced by my response with photos showing the garbage can had been removed after the designated pickup date. 2. November 27, 2023 - Commercial truck parking: This matter was also addressed immediately after notification, and I provided the necessary documentation. I did not receive any further communication regarding either violation, leading me to believe they had been resolved. However, on July 2, 2024, I was presented with a bill of $3,900.00 for both violations, despite having addressed them in a timely manner. Upon contacting Progress Residential for clarification, I was informed that these charges dated back to November 2023. The lack of communication regarding these violations for nine months is unacceptable. It is unreasonable to expect me to pay such a high amount without prior notice, especially when neighbors have been allowed to maintain commercial vehicles on their properties without consequence. Since then, I have made consistent efforts to resolve this matter, including frequent communication with Sentry Management and attempts to engage with the *********************** of Directors, all to no avail. My efforts have been met with indifference, leaving me burdened with an unjust bill. I have documented evidence, including photographs and numerous emails detailing the ongoing violations of my neighbors, which have been ignored. The treatment I have received over the last two years is not only unfair but also unethical. I am formally requesting a full refund of $5,237.00 due to the unjust treatment and financial burden placed upon me. I hope this matter can be resolved amicably and without the need for legal action

  Business Response

  Date: 06/26/2025

  Oftentimes homeowners (and in this case - tenants) do not understand our role in their community, or how associations function. For clarification, Sentry Management is not the **** We are also not property managers. We are hired by the association board to assist with the day-to-day administrative functions of managing their community.

  We have no authority in the community and work at the direction of the Board. All of the rules and regulations are outlined in the association's governing documents, and are followed accordingly.

  In reviewing this matter we found that the property owner has paid their ledger balance in full. Our responsibility is to communicate with the property owners on any association matters. The tenant (in this case) will need to work with their landlord directly regarding any grievances.

  As a courtesy, this matter has been presented to the association board for consideration. We have not received a determination at this time.

   

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23474808
  
  I am rejecting this response because:

  Thank you for your response and for clarifying Sentry Management's role in the community. I appreciate your efforts in communicating with the association board regarding my situation.
  
  However, I would like to express my frustration with the handling of this matter. I have reached out to Sentry on multiple occasions and have not received clear answers, which has left me feeling confused and unsupported. As you mentioned, Sentry Management sent the original violation and bill to Progress Residential, who then approached me for payment. If Sentry is not in charge of these matters, I find it difficult to understand why resolution remains elusive.
  
  Additionally, I have noticed that my neighbors, including the one across the street, continue to violate the same regulations that I was cited for. It seems inconsistent and unfair that these issues are not being addressed similarly.
  
  I would appreciate any assistance you could provide in expediting this process. It is essential for me to resolve this matter efficiently and fairly.
  
  Thank you for your attention to this issue. I look forward to your prompt response.
  

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

  Business Response

  Date: 06/26/2025

  We understand the frustration, but still have no authority to take action. We are still awaiting the Board's decision and it is in their hands.

  We have no other way to handle such matters. The governing documents outline all of the rules and regulations and they apply to the property owner. We have no expectation of working directly with any renter regarding association matters.

  We send out all association communication on behalf of the association Board of Directors. We also do not comment on neighbors' association business.

  We are the middle man in this situation and the tenant has received information from our team. We note that the tenant does not like the answers given, but again, we are not in the decision making position the tenant believes we are.

  As a courtesy, we presented this information the Board It is truly out of our hands.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23474808
  
  I am rejecting this response because:

  I appreciate your response, but I find it difficult to understand why, after a year of my attempts to resolve these issues, the situation is still in the Board's hands. As the property management company hired by the Board, you are responsible for managing HOA violations and communicating on behalf of the Board.
  
  Given the ongoing nature of this matter, I want to express my serious concern about the lack of resolution. Please note that I am in the process of filing a formal complaint with the *********************** regarding potential discrimination by Sentry.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:06/12/2025

  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.

  Sentry Management **** (Sentry) manages a homeowner's association called DeBaliviere Place **** *** (DPW) and all 11 of its condominium properties. We have a general "walls-out" policy where homeowners are responsible for what is within their units or serves only their units (e.g. floors, windows, a dryer vent, etc), and Sentry is responsible for everything outside of individual units (e.g., groundskeeping, roof and deck repairs, etc.). Each homeowner pay a monthly premium for these services with this understanding - in my case it's $535 per month. I can share bylaws documents, email communications, and the like. Sentry ********************************************** as well as their representatives that DPW has been assigned, **** ******** ***************************************** and *** ******** ****************************************** are unresponsive to email and phone contact. This has been the case for at least four years and for many fellow residents. The properties are falling into disrepair and there is no mechanism to hold Sentry accountable or to determine which issues, if any, Sentry will address. Individual owners are neither allowed nor empowered to address what falls under Sentry's responsibilities. Examples of ongoing issues with zero responsiveness from Sentry include: roof damage and leaking; tornado damage; incomplete or non-existent building inspections; exterior locks and gates inoperable; rotting and unsafe decks; various pest infestations including beetles and bats; criminal and problem residents harassing or stalking other residents in communal spaces; incomplete snow removal; worsening walkway and building cracks hosting plant growth; cluttered, unlit, unkept stairways and hallways.

  Business Response

  Date: 06/23/2025

  In reviewing this complaint we find that a definition of our role in the community may be helpful.
  Sentry Management is not a property management company, nor are we the Association. We are hired to assist the ***************** of Directors in the day-to-day administrative functions associated with managing their community.
  We work at the direction of the *****************. We have no authority in the community and are unable to assist with the items listed in the complaint without Board action.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23461587
  
  I am rejecting this response because:

  Sentry is contracted to manage the day-to-day operations of the community, including responding to maintenance issues, communicating with homeowners, and informing the Board of required actions. Homeowner's pay Sentry directly, while the ********* are uncompensated volunteers. My complaint concerns Sentry's failure to fulfill these administrative responsibilities, including poor communication, failure to escalate repair needs, and lack of transparency. If Sentry is aware of property conditions falling into disrepair and does nothing to advise the Board or follow up with homeowners, this constitutes a failure of their basic duties. I ask that the BBB consider whether Sentry is acting in good faith in fulfilling the administrative and operational functions they are paid to provide. While Sentry may be legally correct that the ********* has ultimate "sign-off" authority, this is clearly a disingenuous abdication of responsibility.

  As the paid management company, Sentry does have responsibilities including:

   - Advising the Board on needed repairs and maintenance. There is no public evidence (neither in Sentry's ************************************* nor emails) that this is done, competently and expediently or otherwise. 
   - Communicating promptly with homeowners. Sentry does not communicate with homeowners despite being listed as the primary point of contact online and in governing documents. 
   - Ensuring that work orders are scheduled. The properties in the association have undeniably fallen into disrepair and it is unknown whether Sentry is even aware of the many problems they face despite repeated complaints from homeowners. 
   - ********************* transparency. Contracts and requests for bids for work done on the properties are not available to homeowners, and Sentry resists providing or refuses to provide such information. Sentry proposes special assessments to be paid out of pocket by homeowners on extremely short timelines and without any supporting documentation regarding the scope of work to be funded.    
   - Following state and city laws, and the community's governing documents. For example, Sentry procured snow removal services that do not remove snow from sidewalks and other walkways. When questioned, Sentry's response in writing is that the laws requiring such snow removal are typically not enforced, and therefore Sentry feels no obligation to comply. This is unsafe and exposes the homeowners association to lawsuits and criminal penalties. 
  

  Even if Sentry claims a lack authority, their job is to facilitate solutions, not ignore problems. Failing to inform the Board or delaying communication is still a breach of their contracted duties.

  Homeowners pay Sentry directly through their online portal, not the ********* or any of its members (who are volunteers). Sentry procures all contracts for maintenance of the properties, not the *********. Sentry is listed as the primary point of contact for homeowners across governing documents (e.g., HOA "owner's handbook") and the online homeowner portal, not the *********.

  BBB, please help hold derelict management companies like Sentry accountable. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/07/2025

  While we are disappointed in this homeowner's perception of Sentry Management, we understand and appreciate their passion for the community they live in.
  Sentry Management's purpose is to nurture communities we are all proud to call home. We have contractual obligations to the ****************** which we work hard to fulfill.
  We invite passionate homeowners to attend Board meetings so that they may gain some insight into how their ******************* is managing the community, as well as a clear and accurate understanding of our role in the community.

   

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23461587
  
  I am rejecting this response because I dispute the role Sentry plays in our HOA and community.

  Because Sentry does not respond to direct contact, does not answer questions in monthly meetings, and does not share service contracts and the like on their Sentry online portal, would Sentry please share here a copy of their contract with my HOA, DeBaliviere Place West?

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

• Initial Complaint

  Date:06/11/2025

  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.

  I have been disputing a charge on my account for over two years without any resolution. Unfortunately, I feel that the company has not shown sufficient interest in addressing my concerns regarding the charges associated with the Overlook at *********************. There have been instances of verbal confrontation with the association president, which left me feeling threatened. Additionally, my inquiries regarding the charges have largely gone unanswered.I have attempted to contact Sentry Management through both email and phone, but my interactions have primarily been with customer service representatives who have indicated they are unable to assist with my situation. This ongoing matter has significantly impacted me, as I have had no access to the community's amenities due to the unresolved charges on my account.According to the governing documents, I understand that disputes must be addressed within 30 days; however, despite submitting two disputes, I have yet to receive any responses over the course of several years. I regret moving into a community managed in such a manner and seek assistance in finding a resolution to this ongoing issue. Thank you for your attention to this matter.

  Business Response

  Date: 06/25/2025

  We understand the frustration, and apologize for the less than positive experience.

  The complainant is complaining about the HOA President. Oftentimes homeowners are confused about our role in their community. We are not the HOA, nor are we Property Management. We are hired by association Boards to assist with the day-to-day administrative functions of managing their community. We are tasked with, among other things, ensuring the association governing documents are being followed. We have no authority to circumvent the rules and regulations outlined in those documents.

  The association board of directors are the decision makers for the community and we work at their direction. Our review indicated that the Board has declined to provide a refund.

  We understand that there has been a manager transition this month, and we have asked that the Atlanta team reach out to this homeowner to review and explain further if needed.

• Initial Complaint

  Date:06/09/2025

  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.

  Flooding at our apartment, **********************************; managed by The ************ on July 9, 2024 and April 20, ************************************** damage on both occasions to the residence and its contents. No attempt to resolve the leak was made after either flooding incident was reported to management. While we understand that the apartment complex does not insure tenants' personal property, refusal to resolve the leak resulted in further damage estimated at $2265.00. There is one payment left on the lease for June 2025 in the amount of $1995 and the security deposit is $300. Our request is that the last month's rent be waived and the security deposit returned in full to cover the damages incurred. Attempts made to discuss this by telephone with ****** at The ****** Group *************) resulted in instructions to make the request through email **************************** No response has been received to numerous emails sent over several weeks. Repeated phone calls resulted in 1) additional requests to communicate via email (which have gone unanswered) and 2) recent blocking of our phone number. Tenants:-****** ****** -****** ******* -***** ********

  Business Response

  Date: 06/13/2025

  We would like the opportunity to resolve, but are unable to locate the address listed in the complaint as part of any association in our system.
  We also do not manage property (including apartment complexes).
  We are not the ****** Group. 
  If the complainant would like to provide more information that would allow us to locate them as a homeowner residing in an association we manage, we will be happy to review further.

• Initial Complaint

  Date:06/02/2025

  Type:Order 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.

  Around Aug 2024 a fire alarm was conducted at my condo building. I was not home at that time. I was charged a $50 fee. I called Sentry Property Management to find out how they notify us when the alarm is to be conducted and how I can reschedule the one I missed. I was not able to speak to anyone but was able to leave a message with a **** who is one of the board members. I never heard back. On Saturday 9/7/24 I attended a meeting that the board members hold every year the Saturday after labor day. I was introduced to **** who I had left the message for. I asked how we are notified about the fire alarm and was told by e-mail. I have no computer and had not received the notice. I also asked how I could reschedule. **** asked me for mu phone number . I gave it to him but one again I never heard from him. On Thursday 9/12/24 a ***** from Maintenance called me to schedule another date for the alarm to be tested. Sometime between 9/7 and the new date someone came out a 2nd time without notice. I was charged another $50 fee. I sent the 1st $50 payment along with a letter that I was not willing to pay the 2nd fee. I heard nothing from Sentry and thought everything was ok. Feb 2025 I received a statement for the 2nd $50 fee which I paid on 3/3/25.

  Business Response

  Date: 06/17/2025

  We understand the frustration and hope that some information will be helpful. 
  
  Sentry Management is not the HOA. We are hired by the association's Board of Directors to assist them with the day-to-day administrative functions of managing their community.

  We are tasked with adhering to the association's governing documents and have no decision making authority in the communities we are honored to serve.

  The village on College association has a policy in place whereby if a homeowner misses a fire alarm test, a fine of $50.00 is imposed per occurrence, and is collected by the association. All homeowners are notified of the schedule at the beginning of each calendar year.

  Unfortunately we are unable to refund association funds in this case.

   

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23398793
  
  
  
  I am rejecting this response because:  I tried on 2 occasions to resolve the problem by having a new date scheduled.  When i finally received a new date from David from the Maintenance you disregarded the date and came out  a 2nd time without notice.  I fell the Association an David should have been on the same page.  I paid twice for the same thing.
  
  
  
  Sincerely,
  
  
  
  Janice Estes

  Business Response

  Date: 06/23/2025

  We understand the frustration, but our role in the community is to work at the direction of the association board of directors. We have no autonomous authority, and are unable to take action in this matter.

• Initial Complaint

  Date:06/01/2025

  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.

  Hello, we live in *************** condominiums since October 2017 and pay a monthly association fee to the Management **** Sentry Management. In 2023, we developed a leak in our ceiling bathroom caused by the toilet in the upstairs unit. After several months and with the Management ** and Board Assistance we were able to resolve the issue and the leak was repaired by a plumber and the unit upstairs was charged for the repairs. On 5/7/2025, another leak developed in the same area. I reached out to the Management **** and Board and they sent out a plumber to investigate on 5/14/25. The plumber could not find the source of the leak, but did note the damage to the upstairs unit toilet and suggested replacement. The Management **. refused to allow anymore investigation into our ceiling as to the source of the leak. The plumber told me to monitor and report if leak continued. The leak has gotten worse and on 5/20/2025 I contacted the Management **. and Board for assistance and showed them pictures. On 5/21/2025 the Management **. informed me it would be our responsibility and we will have to figure it out with the owner upstairs, who has been unresponsive. The Management **. and Board is well aware of this and I have attempted pleading my case to them and I'm unable to get assistance. I did reach out to my insurance *** for help with the repair of our ceiling, but I am in limbo with the repair of the leak upstairs. We currently pay $280 per month to the Management **. for assistance in these matters. I am looking for resolution in the repair upstairs and reaching out to the unit to fix.

  Business Response

  Date: 06/01/2025

  In reviewing this matter, we have found that the ***************** of Directors has agreed to have the plumber inspect the lower unit from below to determine if the cause of the leak can be identified. The owner has been informed. We are hopeful that this matter can be resolved quickly.

  Customer Answer

  Date: 06/04/2025

  Hello, please see attached statement from ****** Plumbing confirming after opening up our ceiling that the cause was a cracked collar in the upper unit's toilet.  There was additional water damage to our ceiling due to the continued water damage that was occurring from 5/19/25 thru 6/4/25.  We have reached out to our insurance company for assistance with the repair to our ceiling and will be responsible for the $500 deductible along with being reminded we will most likely be seeing an increase in our homeowner insurance rates - all due to no fault of our own.  ****** Plumbing had informed us on 5/14/25 that we should inform them immediately of any continued leaks, which we did, but they were unable to come out without approval from the Management Co. leaving the leak issue to continue to fester.  

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

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23388397
  
  I am rejecting this response because:
  

  Hello, please see attached statement from ****** Plumbing confirming after opening up our ceiling that the cause was a cracked collar in the upper unit's toilet.  There was additional water damage to our ceiling due to the continued water damage that was occurring from 5/19/25 thru 6/4/25.  We have reached out to our insurance company for assistance with the repair to our ceiling and will be responsible for the $500 deductible along with being reminded we will most likely be seeing an increase in our homeowner insurance rates - all due to no fault of our own.  ****** Plumbing had informed us on 5/14/25 that we should inform them immediately of any continued leaks, which we did, but they were unable to come out without approval from the Management Co. leaving the leak issue to continue to fester.  

  
  Sincerely,
  
  Jenni Or **** ********

  Business Response

  Date: 06/25/2025

  In reviewing this matter we found that the leak was resolved on June 4th. 

  We do understand the frustration, and it is unfortunate that this leak happened. The plumber came out and made repairs twice, and we hope this resolves the matter.

  As described to the homeowner, this repair was not made to any common element, so the association is not held responsible. The governing documents outline the responsibility and will be adhered to. In this case, the upper unit must pay for the leak repair and the lower unit must pay for any damage to their unit.

  We have no authority in this matter and work at the direction of the association board of directors. We are unable to help further.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23388397
  
  I am rejecting this response because although I understand that this was not a common element, I was at the mercy of Sentry Management as when I reported the continued worsening leak on 5/19/25 Sentry reported back to me that they could no longer assist me.  At this point, when I contacted the plumbing company to come out and look at my ceiling again, per their advice, the plumbing company  would not come out until it was authorized by Sentry.  Not until I reached out to BBB on 5/28/25, did Sentry revisit my concerns and contact the plumbing company so they could return on 6/4/25.  That lag time from 5/19/25 to 5/28/25 caused the leak to get worse and caused more damage to my ceiling.

  The ceiling damage resulted in me having to pay a $500 deductible along with most likely increased insurance rates. 

  Sentry is supposed to assist the homeowners and the Board in these situations and it is part of the monthly fee.  I hope in the future Sentry will look at these issues more closely and support a homeowner in navigating these waters.  
  
  Sincerely,
  
  Jenni Or **** ********

  Business Response

  Date: 06/26/2025

  In our review we found that the local team responded appropriately and in accordance with our agreement with the associations' Board of Directors.

  The authorization did not come from Sentry. The plumber needed authorization from the associations' Board of Directors because the homeowner's expectation was for hat the association would pay for the repair..

  Again, we have no authorization over any association matters. We're unable to assist further.