Business Profile

Property Management

Sentry Management, Inc.

Headquarters

Complaints

This profile includes complaints for Sentry Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

203 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

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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:06/09/2025
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.
Initial Complaint
Date:05/29/2025
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.
On May 23rd I sold my condo in the Parkside Condo Subdivision *****. I forgot to cancel my automatic HOA payment for June and this payment of $416.96 went to Sentry in error. There is a $416.96 credit on the account and ******************** will not refund my money.
Business Response
Date: 06/13/2025
We reviewed this matter and processed a refund to resolve on 6/9/25.
Initial Complaint
Date:05/29/2025
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 sold my condo on May23rd, 2025 at ******************** Subdivision *****. I forgot to cancel my automatic bank payment to Sentry for June. The June payment of $416 96 went to them in error. The company will not issue me a refund.
Business Response
Date: 06/13/2025
We reviewed this matter and processed a refund to resolve on 6/9/25. - duplicate complaint
Initial Complaint
Date:05/28/2025
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.
This is the management company for ***************************, ************. They claim to "drive around" once per month and look at properties and send notices to residents and work to fix things. They do not. I have been asking for our pool code, which I pay dues for, for the past several days now and they are non-responsive. I cannot find the email from last year with it and I don't know why they wouldn't need to send an email every year to the new folks anyway, so I'm not sure why they're holding out when they open the pool and close it promptly on time every year. I want the pool code immediately and some evidence that these drive-arounds are happening. Asking me "what is wrong" with this basketball hoop when I reported all of them in the neighborhood (they are all like this) is totally careless.
Business Response
Date: 06/05/2025
We have reviewed this matter and found that the first communication was received on a national holiday, which prolonged our response. We are pleased to find that the pool code was provided on the 30th, and hope that this resolves the matter.
Association site visits are being completed according to our agreement, and violations are being handled according to the association's governing documents.
We hope this information is helpful, and we look forward to continuing to serve this homeowner and the community.
Initial Complaint
Date:05/15/2025
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.
It has been reported to the property manager of my apartment and to ******* ******** about the abuse of excessive noise from the neighbors upstairs at ************************************************************ Fl, ***** ******** and ****** plus another woman live there along with one dog and two cats, ***** and ****** work at the apartments office and they lied stating that we make noise all the time when it has been proven that they are the ones making noise since 6 AM till way after midnight and will have the animals running and they dropping things or moving stuff and now on construction, the noise is nonstop and ******* will not do anything but be on their side since they work at the office. These people upstairs have been aware multiple times but they ignore us or will take pictures of us and stalk us by putting cameras everywhere we can be seen even tho they have never walk or parked on that side just to see us and if the other woman sees us in front of our door she will take pictures of us which is been multiple times already or records us.
Business Response
Date: 05/20/2025
We have failed to locate this complainant in our system as a homeowner. If the complainant is a renter, they will need to communicate with the property owner about their grievances.
For clarification, the property is not an apartment complex and Sentry Management is not a property management company. We have no jurisdiction over neighbor disputes. Our role includes working at the direction of the community association's Board of Directors, and assisting them in the day-to-day administrative functions of managing their association.
We hope this clarification helps and apologize for not being able to assist further.
Initial Complaint
Date:05/13/2025
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 continue to receive statements with an amount due after I've already paid. I tried contacting Sentry and only remain on hold for 10 minutes at a time. I've left messages requesting a return call and have not heard back. I made payment on 4.3.2025 as per the attached screenshot from my bank account and want the payment correctly reflected on my account.
Business Response
Date: 05/20/2025
We apologize for the frustration. After reviewing we found that a member of our CommunityCare team did call this homeowner as requested, but homeowner refused assistance, stating that they filed a BBB complaint. In response to the complaint, a member of our Customer Experience team reached out via phone call and email, and has yet to receive a response. We appreciate the opportunity to assist, and the homeowner is invited to respond to communication so that this matter may be reviewed and resolved.
Customer Answer
Date: 05/20/2025
Correct, I did tell the first representative that the information was forwarded to the BBB since he called after I submitted the complaint. I tried calling back to the second ***** and only got her voicemail. I have not received any emails.
Customer Answer
Date: 05/21/2025

Complaint: 23322943

I am rejecting this response because:
Correct, I did tell the first representative that the information was forwarded to the BBB since he called after I submitted the complaint. I tried calling back to the second ***** and only got her voicemail. I have not received any emails.

Sincerely,

***** *****
Business Response
Date: 06/01/2025
We are pleases that you were able to locate the communication and respond to our Customer Experience team member. We are hopeful that with the information needed we will be able to resolve this matter.
Initial Complaint
Date:05/08/2025
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.
Company is unreliable and hard to communicate with. Can't get in contact with anyone except for representatives in outsourced countries. I have been trying for weeks to get simple questions answered. I have sent emails and still no answer. Someone named ******** **** is supposed to be the community manager. She's either bad at her job or she doesn't exist. Haven't heard from her or any live person at all. Trying to understand what we're paying for every month.
Business Response
Date: 05/20/2025
In reviewing this matter we found that communication has taken place, but the homeowner is still not satisfied.
Oftentimes homeowners are not fully aware of our role in their community. We are not the **** and do not receive any payments from homeowners.
Sentry Management has been hired by the association Board of Directors to assist them with the administrative day-to-day functions of managing their community. We are not the decision makers, and work at the direction of the *** Board.
Any assessments collected by the *** are dictated in the association's governing documents.
We hope this additional information is helpful. If you would like to speak to a member of our Customer Experience team, please email ******************************************* and someone will be happy to reach out.
Customer Answer
Date: 05/20/2025

Complaint: 23305660

I am rejecting this response because: The Young lady is incompetent and does not know what her job is and on top of that she had the audacity to get an attitude with me. She was not professional at all and instead of trying to seriously and honestly address my concerns, she took an antagonistic approach. She was abrasive and I hope I never have to deal with her sorry behind ever again. She's so pathetic that another person (******** ******) contacted me and gave me some of the info I was looking for. That Jaccoria person Is sorry and I hate that I live in a community where she does anything. She's rude and incompetent.

Sincerely,

*********** *******
Business Response
Date: 05/21/2025
We are disappointed that you have had a less than positive experience, and will inform management.
We are pleased to hear that you received the information needed.
Customer Answer
Date: 05/22/2025

Complaint: 23305660

I am rejecting this response because: There was no apology from *** jaccoria for her lack of professionalism or Sentry for their slothfulness in responding to my concerns. Nothing else is needed. *** jaccoria is incompetent and inept and probably got the job for another reason that had nothing to do with her ability to do the job. I will address my concerns with our board members because I don't think SENTRY is the best option for our community. I need nothing further from the BBB.

Sincerely,

*********** *******
Initial Complaint
Date:05/08/2025
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.
This HOA has been constantly increasing monthly fees and attempt to justify with Nothing changing in the community. No pool, no park, no improvements, and a reserve they cannot touch (for landscaping). Ive asked for a breakdown of their budget and the expenses everyone has to pay. They said it was so they can improve the community and were going to put a tennis court, pickle ball, etc. and that was the reason and its been 3 years and nothing was done. Now its the Economy and a broken gate thats been broken for the past 4 years since we moved in. I believe there are misuse of funds. No justification for these constant increases. $97 a month in a community that has Nothing. No pool, no community or rec center, no parks, not gated, etc.
Business Response
Date: 05/14/2025
We understand the frustration and hope that clarifying our role in the community will help.
Oftentimes homeowners are confused about the role Sentry Management has in their community. We are not the **** nor are we a property management company. We are hired by Boards to assist with the day-to-day administrative functions of managing their community. Sentry Management has no authority in the community and does not make decisions for the Board or the Homeowners. We work at the Board's direction.
We are disappointed that we are unable to assist further, but always suggest that homeowners attend association meetings to have any concerns addressed in the appropriate forum.

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