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:04/17/2025

  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.

  Sentry Management is the *** management company for the *** complex in **********. I requested that they remedy the Termite infestation of the building which has occurred three times in the same location. I made the request on April 3, 2025 and as of today April 17, 2025, they have not sent a contractor to the building to address the issue. I have been in regular and constant contract with the corporate office and the local office to address the issue and continue to get the same response each time. The response is that the board of my community has to approve treatment for the building. Meanwhile, there is termite infestation in my unit that is not being addressed. I pay over $300 per month for association dues and this company only gives the run around and no accountability for maintenance and repair actions that they are responsible for. Now I have to have the remediation done and file a law suit for reimbursement. This is outrageous.

  Business Response

  Date: 04/25/2025

  We understand the frustration and are pleased that this homeowner has received accurate information. 

  Oftentimes homeowners do not understand our role in their community. We are not property managers. We work with the Board as they manage the day-to-day administrative functions of managing their community. We do not have any authority in their community, and rely on the board to authorize action on all requests presented to them.

  We will be sure to pass on the information submitted in this complaint to your board for consideration.

  Customer Answer

  Date: 04/25/2025

  This is the same thing I have been getting for over 20 day.  ************ collects my COA dues and therefore responsible to maintain the property with the money they collect.
  Complaint: 23218201
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** ********

  Business Response

  Date: 05/02/2025

  Unfortunately we have no authority to do anything other than keep the association board informed.

  To provide more clarity on our role, we do not actually collect any funds from homeowners, the association does. We truly have no autonomous authority in the community.

  We will continue to keep the board informed.

  Customer Answer

  Date: 05/07/2025

  More ************************************* is unwilling to deal honestly and truthfully.  I recently spoke with board members and was advised that they had not received my repair request issue until @ April 23, 2025.  I made my request on April 3, 2025.  I also requested proof of financial expenditure for termite treatment of the buildings within the last ten years, @ April 20, 2025.  They have not provided the proof that I requested in accordance with the *** bylaws.  Lastly Sentry management indicates the company does not receive funds from owners, this is in fact another untruth.  Below is a copy of the reoccuring payment that is made every month, through my bank bill pay system.  

   

  ...05/01/25 BILL PAY Sentry Management RECURRING B106 ON ***** $314.00XXXXB106 $314.00
  

  on 04/30/25 on April 30, 2025 $314.00 Scheduled for 05/30/25May 30, 2025 Recurring Payment amount for Sentry Management
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  Dear BBB Agent,I tried to filed this case, but did not see any reply in my email inbox. So I am trying file this again in case the previous one failed.The Sentry sent me a letter which noticed me that I should shut off water spigots, and a $50 fine at the same letter. I felt unfair since they has never told me that I should shut off the water spigots. We owned the property for 8 years, and never be told we should do that. After they noticed me, we shut it off immediately. I asked to waive the $50 fine since we did not know that we should do that. They did not tell us that. But they still keep sending fine bill to me for three times. It is funny that they clearly know how to reach me for the fine bill, why did not they tell me to shut off the water spigots before sending me the fine bill. Their work is to make properties run well rather than trying to collect more money beyang the very expensive management fee.

  Business Response

  Date: 04/10/2025

  We have reviewed this matter and found that upon receiving the fine waiver request, we promptly contacted the Board of Directors for **********, who directed us, Sentry Management, to issue the fine, to seek clarification and resolution of the concerns you presented.Unfortunately, despite our efforts, no decision or resolution was provided  from the Board following that initial communication.Understanding the importance of resolving the matter, we have since followed up with the Board, to ensure that your concerns are addressed and to request further details about the fines basis and any potential options for resolution.

  We have since received a response from the Board denying the request to waive the fine. Because communication is sent out from the Association to all owners regarding the need to turn off spigots for the winter months, the fine is based on the failure to do so and will not be adjusted off your ledger.
  
  Oftentimes homeowner are confused about the role Sentry Management has in their community. The Board of Directors are the decision makers for your association. We work at their direction, ensuring governing document compliance and state statute compliance. We have been hired to assist with the day-to-day administrative functions of managing the community, and must look to the *** for any action or decisions on these types of requests.

  We hope this clarification and response from the Board is helpful.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23163789
  
  I am rejecting this response because:

  I have never received any communication about turning off the water before receiving the fine, since this company is doing the communications as it is collecting fine, I will hold this company as the one who did not do its work. 

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

  Business Response

  Date: 04/16/2025

  We do understand the frustration, we have noted in our records where the homeowner called in 1/10/25, stating they received a notice in December, but lost it and was unable to read it. They asked to receive a copy. This was after they received the fine for non-compliance. This communication went out to all homeowners.
  
  Regardless of the chain of events, we are still unable to provide a billing adjustment without the direction of the Board, who have declined this request.

• Initial Complaint

  Date:04/02/2025

  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 January 3rd, I received a letter from this company. This letter is a $50 fine for my property - ***************************************** ***** deer. WI. The fine is about that we were not shutting off the water spigots. Once I received the letter, we shut off the water spigots on the same day. We did not knew that we should shut the water spigot before I received this letter. We took action immediately. We did ask a few time to waive the fine, but not result so far. I have gotten the fine bill letters three times since then. This company knows well how to send fine bill letters to me, why did they send notice letter to me to shut off the water spigot before give me the fine. $50 is not a lot, but the way they work must improve.

  Business Response

  Date: 04/10/2025

  We have reviewed this matter and found that upon receiving the fine waiver request, we promptly contacted the Board of Directors for **********, who directed us, Sentry Management, to issue the fine, to seek clarification and resolution of the concerns you presented. Unfortunately, despite our efforts, no decision or resolution was provided  from the Board following that initial communication. Understanding the importance of resolving the matter, we have since followed up with the Board, to ensure that your concerns are addressed and to request further details about the fines basis and any potential options for resolution.

  We have since received a response from the Board denying the request to waive the fine. Because communication is sent out from the Association to all owners regarding the need to turn off spigots for the winter months, the fine is based on the failure to do so and will not be adjusted off your ledger.
  
  Oftentimes homeowner are confused about the role Sentry Management has in their community. The Board of Directors are the decision makers for your association. We work at their direction, ensuring governing document compliance and state statute compliance. We have been hired to assist with the day-to-day administrative functions of managing the community, and must look to the *** for any action or decisions on these types of requests.

  We hope this clarification and response from the Board is helpful.

• Initial Complaint

  Date:03/19/2025

  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.

  We purchased a new house August 2024. We received the *** fee bill from Sentry Management in the Fall of 2024, and thus we set up auto payment in December of 2024. We then received a late fee notice of non-payment in February of 2025. We reached out to ******** (their 3rd party vendor) via their portal to understand what the issue was since we had auto pay set up, they created a ticket for us 2/25/25 and said they would get back to us, and they never did. Then we received another notice of non-payment and an additional notice of intent to lien 3/4/25. Then, on 3/17/25 our auto payment processed, which included the late fees and lien fees totaling $173.50. We didnt pay this on our own, it was an automatic payment we set in December. So how can Sentry Management have auto pay set up and not take out the money and then charge us for a late fee, only to take it out of our account anyway later? I spoke to a representative from Sentry Management today 3/19/25, and they told me that it is our fault because we set up auto pay too early. She said that because we set up auto pay in December it was too early and then didnt pull the money until March. That doesnt make any sense, and seems as thought the company is intentionally scamming people out of money. How could you have our bank account information on auto pay, and then intentionally not charge our account until there are multiple late fees and then take the money out of our account? The representative told us that it is our fault and she wont refund the money.

  Business Response

  Date: 04/01/2025

  In reviewing this matter we found that the autopayment was not set up correctly. Communication with the complainant was attempted and a detailed voicemail was provided. The interest and late fees were adjusted as a one-time courtesy. A request to waive the ****** to Lien has been shared with the Board for consideration. The complainant may reach out directly using the contact information provided if there are additional questions. We hope this has been helpful.

• Initial Complaint

  Date:03/16/2025

  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 cannot get in any phone contact with Sentry Management. They do not return phone calls. Cash payments in ***** days calculation late penalties and interest in account. As a result wrongfully recorded lien in the ******************. A property manager name Guittier never available and never return calls. The correct address is in question. It is not clear where it is located. I have a major disability and cannot reasonably obtain a copy of my billing info. My account was transferred to a legal firm for collection which does not return phone calls either. A legal firm is located in **. Lauderdale where certified mail reasonable cannot be delivered and remains in a cloud. Seems to me that my HOA engaged Sentry Management, *** for a business operation but with my disability I cannot manage legal matters without a professional forensic ****** or legal professionals to be engage in very complicated matters.

  Business Response

  Date: 03/31/2025

  We're disheartened by the perception of Sentry Management outlined in this complaint. We began working with this association very recently, so the property manager named in this complaint is not familiar to us. Nor are we property managers.

  Oftentimes homeowners are not aware of the role we have in their community. We are not the decision makers. Their Board makes the decisions for the Association. We are tasked with adhering to the governing documents and the decisions of the Board as we assist with the day to day administrative functions of managing a community.

  In this case, we were provided the homeowner ledger starting balance when we gained this account in November of last year. This is the information we are working from and have no authority to veer away from the governing documents in the process outlined for late paying accounts.

  Any time a homeowner account is with the attorney (or collections), the homeowner is required to communicate with the attorney. We do not discuss the account any further in these cases as we are not a collection agency, nor do we receive payments directly from homeowners. We simply manage the association's financial accounts, and must adhere to the governing documents in how we do that.

  We hope this information is helpful and that you will work with the attorney so that you may resolve this matter quickly.

   

• Initial Complaint

  Date:03/10/2025

  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.

  My husband and I were a part of this HOA for over 10 years. They were really great in the beginning. Over time they continued to be non responsive and have absolutely abysmal customer service. I had to continually follow up on them to complete yard work that we were paying over 100 dollars a month for. For example, we needed bushes to replace dead ones in our yard and it took over an entire year for them to replace them and this is after I would follow up with them continuously. SENTRY would always blame the landscaping company for the problems but it was their employees that would not respond to emails in a timely manner. I would have to follow up on emails due to terrible turnover and people going without answering emails for a week on end. Eventually we moved and we're over the moon to be rid of them. I am not exaggerating when saying they were a main reason why we left our last neighborhood. Unfortunately they are not finished with us. We continue to write return to sender on mail they are sending to us at a new address no longer affiliated with their HOA. This is 6 months after we have moved. When we initially moved I even gave them a courtesy call to tell them we have moved and they had the nerve to ask us if we knew who the current owners are so they could send them the proper bill. Even if I did it is not MY job to do YOUR job. They are absolutely miserable to deal with and after moving we unfortunately are still dealing with their incompetency. We are still receiving bills from the months in which we haven't lived there. They only care about money and I honestly think a call to the attorney general is next. It's such a riot.

  Business Response

  Date: 03/13/2025

  We are unable to locate the complainant in our system as a current or previous owner when searching by name, phone number or email provided. The previous property address would be helpful as we review this matter for resolution.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23046282
  
  I am rejecting this response because our address was 1747 Coupru Ct. **************************
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/13/2025

  We understand the frustration this delayed update caused, and after reviewing the matter we find that the record has been updated and this has been resolved.

  Customer Answer

  Date: 03/17/2025

   
  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:03/10/2025

  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 am writing to formally request a resolution regarding a billing issue on my HOA account. My account is set up for automatic payments, yet I received a letter requesting an additional one-time payment of $100. However, I was unable to complete this payment online due to system restrictions related to my existing auto-pay setup.I attempted to contact your company multiple times by phone but encountered long hold times and was forced to request a callback. Unfortunately, I was never able to connect directly with an agentwhen I called, I couldn't reach anyone, and when callbacks were attempted, they went directly to ************ January, I received another letter notifying me of late charges ($25) and additional unexplained fees, including delinquency charges, repair fees, and interest ($30 + $1.50). Given my consistent auto-pay setup and the lack of a viable way to make the additional one-time payment or speak to a representative, I do not believe these fees are justified.Requested Resolution:Charge my auto-pay account for the original $100 fee as intended.Remove all late fees and additional charges, as I made every reasonable effort to pay on time.Improve customer service accessibility by allowing direct access to an agent rather than relying on ineffective callback systems.This situation has caused unnecessary frustration and financial burden due to a lack of proper payment options and customer support. I appreciate your prompt attention to resolving this issue fairly.Please confirm once these adjustments have been ********* regards,*** ******

  Business Response

  Date: 03/14/2025

  We appreciate the opportunity to assist, and after reviewing the matter we believe we understand the issue. A member of our Customer Experience team has reached out to the complainant and left detailed messages with contact information through voicemail and email. We are confident that the Customer Experience team member will be able to quickly resolve this matter once the complainant has communicated with them.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23042724
  
  I am rejecting this response because:
  
  A significant part of my complaint is that I am unable to reach customer service when calling directly. My calls always go to voicemail, and their callbacks somehow end up in my voicemail as well. I should be able to speak to someone directly when I call. Please provide clear instructions on how to do so.
  
  
  Additionally, I would like the company to acknowledge that late fees exceeding 50% are unreasonable. If there is a way for me to make additional payments beyond the already scheduled automated payments, please provide clear instructions, and I will follow them. I also expect the late fees to be removed.
  
  
  Chasing down callbacks is extremely time-consuming and frustrating.
  
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 03/31/2025

  We would very much like the opportunity to assist and someone from our Customer Experience Team reached out to the complainant on 3/14/25, leaving a detailed message about the matter listed. Additionally, this team member sent a follow up email. If the complainant will return that phone call or respond to the email sent, we will be able to explain further if needed.

  Sentry Management has several ways to contact us and also some self help opportunities on our website. Our call center contact number is ************, where homeowners can speak to a live agent. Our website address is *****************************.

  Oftentimes homeowners are confused about our role in their community. Sentry Management is not the decision maker for any association. We are hired to assist the Board with the day to day administrative functions of managing a community. We are tasked with adhering to the governing documents and state statutes. We are unable to waiver from either. Late fees are not something we control, nor do we benefit financially from them.

  Please respond to our communication to discuss further.

• Initial Complaint

  Date:03/04/2025

  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.

  HOA Management company administrators failing to provide payments to vendors and after work is complete , requiring that a vendor pay a fee. This does not seem legal

  Business Response

  Date: 03/13/2025

  While we are disappointed to hear of this perception of Sentry, and have no way to review without further detailed information, we will respect this complainants request for no further communication.

• Initial Complaint

  Date:02/28/2025

  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 am submitting a complaint against Sentry Management **** for their failure to resolve disputes regarding my HOA fees, despite my repeated attempts to clarify the charges and settle the debt in good faith. Sentry, as the agent of ****************** Phase 3 ********************** (***), has failed to provide transparency and verification of the fees added to my account, causing ongoing financial and emotional *********** November 2023, I began disputing unsubstantiated charges related to my HOA fees. While Sentry manages the billing, all communication regarding my dispute was directed to *****************************, who continued to ignore my concerns. Despite my efforts to resolve the matter directly with Sentry, I have received inflated and incorrect bills, and Sentry has redirected me to their legal counsel, further complicating the issue.On multiple occasions, Sentry has failed to respond to my disputes, misdirected communication, and allowed false fees to accumulate without addressing my legitimate concerns. Sentrys inability to provide an accessible process for resolving disputes violates fundamental consumer protection rights and has left me with no clear path to resolve this issue.I request that the BBB help facilitate a resolution, ensuring that Sentry provides proper verification of charges, ceases forwarding false debt to collections, and allows me the opportunity to settle my legitimate *** **** directly.

  Business Response

  Date: 03/13/2025

  While we understand the frustration for this homeowner, Sentry Management is not a collection agency, and we are unable to assist once the account has been turned over to collections as per the association's governing documents.

  In reviewing this matter we found recent communication between the homeowner and the attorney's office. We hope that this communication provides the clarity needed to reach resolution.

• Initial Complaint

  Date:02/27/2025

  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 will preface this with the fact that I am very serious about paying my bills. I went to pay my water bill through Sentry's website in January, and it showed no amount due. I called them several times(the entire month), and eventually asked for a supervisor. Several times, no manager was available. ***** was one who supposedly said she would research and get back to me why I didn't have an amount payable on ********(which is what they use for online payments). I never received a follow up call after being promised on multiple times in January. I went and called **************, who was the company that I used to make my payments through, before SM took that over. They said I could go on their website and see the billing amount per month, but couldn't pay through them. I saw a payment amount due on Click pay for $40.15 earlier this month, which was for the amount that was for the cycle date of 1/15(which matched Pioneer's amount), which I promptly paid.I just logged in to pay my monthly condo fee, and am now seeing a water amount due of $57.03, which does NOT match the amount that was for the 12/16 billing cycle on Pioneer's website. Sentry's online payment does not in anyway allow you to see what is being billed in terms of details, so I have no idea what is going on, and why that figure just showed up, and doesn't match Pioneer's amount. If they are trying to hit my with a late fee for the December cycle, I want it immediately evaporated, and I will pay the amount that was supposed to be billed in December, which is $46.02. If they are trying to bill for another amount and this doesn't include a late fee, than that is at the minimum unethical, and possibly criminal. SM better take this very seriously and quickly, because if my water gets shutoff because of their gross negligence and lack of follow up with me, after I in good faith tried many times to find out what was going on, additional actions will be taken, including, but not limited to civil.

  Business Response

  Date: 03/13/2025

  In reviewing the matter we found that productive communication has taken place with the local Sentry Team and the issue has been resolved.

  We appreciate the opportunity to address and correct.