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. has 46 locations, listed below.

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  Sentry Management, Inc.

  2180 W State Road 434 Ste 5000 Longwood, FL 32779-5042

  
• 

  Sentry Management, Inc.

  8425 Keystone Crossing STE 108 Indianapolis, IN 46240-4322

  
• 

  Sentry Management, Inc.

  2200 Defense Hwy STE 405 Crofton, MD 21114-2929

  
• 

  Sentry Management, Inc.

  7770 Jefferson St NE Suite 102 Albuquerque, NM 87109-4368

  
• 

  Sentry Management

  3 Lear Jet Ln Suite 202 Latham, NY 12110-2314

  

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

• Initial Complaint

  Date: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. 

• Initial Complaint

  Date:02/25/2025

  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 am in the process of selling my condo and have been under contract since October 2024. However, the *** failed to renew the *** approval for the entire community, and all Ive been told is that "the lawyers are working on it." The lack of communication and progress has put me under immense pressure, and I'm feeling frustrated and uncertain about my options.This property management company has been the worst Ive ever dealt with, and it seems that others in the community who are also trying to sell are facing the same roadblock. No one is responding to our concerns, and its becoming increasingly difficult to know how to move forward. Sentry Managment has been the worst managing company I have ever seen and worked with!!!!!

  Business Response

  Date: 02/27/2025

  Oftentimes homeowners do not understand our role in their community. 

  Sentry Management is not the **** Nor are we a property management company. Instead, we are hired by boards to assist with the day-to-day administrative functions of running an association. 

  The association counsel is helping the Board with the process of getting *** approval. We are not involved in that process. Noteworthy, there is not requirement that an association be *** approved.

  We are hopeful that this information is helpful in some way and that the complainant's concerns are resolved quickly.

   

• Initial Complaint

  Date:02/21/2025

  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 purchased a single family home in 2019. At that time, I was never told that this home had a regime fee attached to it nor was I made aware that the previous owners had not been paying the fees. I sold this home near the end of 2024 and found out all of the information about all the fees that were never paid, including the ones I owed, plus late fees. When I tried to inquire about these fees because I didnt think I should have to pay them, I spoke to different people before finally getting to the actual company. *** ***** made me feel like I should have known because mail addressed to the previous owners was being delivered to the property, but why would I have opened their mail? ***** ****** stopped responding to my emails and would only respond to the real estate attorney groups emails despite a member of the *** reaching out on my behalf. On 11/8/24, ***** stated, The *** will waive the $45 in late fees when they receive the $450.71 in regime fees. This has yet to be refunded. I spent around $800 to take care of fees that never should have cost me close to this much had I known about them in the first place - fees to the attorney to request the document from Sentry on regime fees I didnt know existed plus the total of the regime and late fees. I have been requesting where the refund is, but ***** will not respond back to me. Now Id like a breakdown of what I should have paid from the time I owned the home in ********* and refunded back what was not my responsibility.

  Business Response

  Date: 03/06/2025

  This matter has been presented to the Board for consideration and a refund in the amount of $45.00 will be mailed to the former owner at their direction.

  It does appear that the confusion resulted from a stop payment of the check posted to the account on 12/5/24. We then received a check from the closing attorney, which posted to the account on 1/3/25, when the complainant was not listed as current owner.

  We are no longer in possession of the association records, and cannot provide a financial audit. We hope this refund will resolve this matter.

  Customer Answer

  Date: 03/23/2025

  Thank you for your response. Unfortunately, I believe your messages were going to my "spam" folder and I happened to find the latest message which showed additional attempted correspondence. I appreciate this follow up and I see that Sentry has responded, but I am aware that this is not the information they gave to my closing attorney's office and that the local company I was dealing with continue to not keep me updated despite me reaching out on multiple occasions. At this time, no refund has been received, but I imagine I will wait another week before it arrives to my address. Thank you again for your help with this matter. 

  Customer Answer

  Date: 03/23/2025

  After additional consideration about Sentrys reply, I dont know that there would be a need for previous statements as I owned the home from May 2019 - Nov 2024. During that time frame, the total amount I was billed for could not have been all accumulated by me considering what the regime fees was being charged. After speaking with an ********* member, he even confirmed that I could not have accumulated that total amount charged to me. Sentry didnt bother to try to determine this information even after I told them this. They are not in the business to help those they are taking money from. 

  Customer Answer

  Date: 03/25/2025

  Date Sent: 3/23/2025 10:13:53 PM
  After additional consideration about Sentrys reply, I dont know that there would be a need for previous statements as I owned the home from May 2019 - Nov 2024. During that time frame, the total amount I was billed for could not have been all accumulated by me considering what the regime fees was being charged. After speaking with an ********* member, he even confirmed that I could not have accumulated that total amount charged to me. Sentry didnt bother to try to determine this information even after I told them this. They are not in the business to help those they are taking money from. 

  Business Response

  Date: 03/30/2025

  Sentry Management is no longer partnered with the Association. The new management company will need to be contacted about this matter.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22970575
  
  I am rejecting this response because you didnt have any issues taking the money I HAD to pay in order to sell my property. The least you could do is refund the money back and then forget to mention that the original check was lost by YOUR company and a new check had to be cut.
  

  Your company didnt bother to look into this issue to see that I didnt own the home for the time frame I was being charged for. Sentry was so busy trying to collect money and not do the right thing . 

  
  This is such terrible customer service from an awful company! 

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

  Customer Answer

  Date: 04/02/2025

  I have reached out to the neighborhood that I previously lived in and they have informed me that no new management company has taken over. Sentry is still over the neighborhood and still sending out letters for regime fees that are due. For them to respond that there is a new company is not true. Just another reason for them to get out of making things right for the customers. 

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  26 January 2025, I sent a certified letter with signature requirement to the Customer Experience Manager at ******************** MGT. including numerus email complaints about a dangerous dog at the complex. In part "In short, perhaps earlier than December 6, 2024, complaints to Sentry Mgt about a dangerous dog in building 200 began. Enclosed emails show the attempts of the residents to get action from Sentry. My direct appeal to **** *. was that he had the authority to knock at the door of Unit 222 and make an inquiry during daytime hours. I received no reply." I have yet to get a response from this Customer Experience Manager, and this dangerous dog remains in a rental unit at the *******************************

  Business Response

  Date: 02/26/2025

  We understand the frustration this situation may cause the complainant, and wish there was more we could do in our capacity to help.
  Our role in the community does not include any authority over any homeowners.
  We are privileged to have been chosen as the Management company for this association. We are tasked with assisting the Board as they manage the day-to-day administrative tasks of running a community. We work at the Board's direction and have no autonomy.
  Regarding the lack of response, my sincere apologies to Mr. ******* as the packet of information was forwarded to the local team so that they can present the information to the Board for review. I will respond now separately to the complainant.

  Customer Answer

  Date: 02/26/2025

   
  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. 

  No alternative.   

  Thank You for your efforts.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/13/2025

  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.

  The "notice of assessment" provided by Sentry for annual ************************ dues states that there is a "5% interest per annum after 30 days" fee for late payments. However, they also tack on a flat fee of $25.00 which is not mentioned anywhere on their Assessment notice. When I called to question them about it, they agreed that it was not on the notice, but did not offer any sort of recourse for it.

  Business Response

  Date: 02/15/2025

  In reviewing this matter we found that the complainant spoke to a Sentry Team member on 2/13.

  We have also determined that the complainant paid their account in full.

  The Notice of Late Assessment fee in question is mandated by the association's governing documents, as is the interest rate. Sentry does not "charge" late fees. We abide by each association's collection policy, as we manage the receipt of assessment payments on their behalf. 

  We trust that the question about the fee has been answered and this matter has been resolved as indicated by the payment in full.

• Initial Complaint

  Date:02/09/2025

  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 have been taking my Community HOA fees & doing little to nothing with our monies. Also claiming to have no money. Speaking with an attorney from the management company stated they have been collecting monies in large amounts from owners but for some reason sentry management keep stating we have no money. Management dont do they job. Our community is in poor condition abandoned cars sits on our ********************************* wont remove them. Management wont pay to get our cameras system running nor fix our gate to be operational. They arent following the board members directions for the community. They are just stilling our money.

  Business Response

  Date: 02/26/2025

  We appreciate this complainant's desire to see improvement's in the community.

  In reviewing this matter we found that communication between the Sentry team and the complainant has occurred and an action plan is in place.

  We hope that the information shared and an implemented action plan will help pave a positive path forward.

• Initial Complaint

  Date:02/06/2025

  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.

  Recently received a $900 fine on my resent statement, they claim I was contacted via certified letter and that letter was returned to their office in ******* They wont remove the fine because its their fraudulent business practices and how they make money A huge amount of our local *** **** is allocated to stupid collection agencies for these types of fines so they can get rich

  Business Response

  Date: 02/15/2025

  We are disappointed by the perception of Sentry Management in this complaint.

  In reviewing this matter we found that the complainant has received several communications explaining Sentry's role in the community. We follow association governing documents in the collection of assessments. Sentry does not "charge" anything, and does not profit from any association collection policies.

  As explained to the complainant, the matter has been presented to the Board for review.

  We have no authority to do anything further.

• Initial Complaint

  Date:01/21/2025

  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 a senior and Im trying to sell my property in the development which this management company manage. I pay $382 a month for the service. I ask them a question that a bank need to sell my condo. They want me to pay $500 to buy a resale package which my property is not selling because we need to know if the property is able to sell ***. Ms.Josallee ******** and Mr ******* ******* will not send me just that information for the bank.

  Business Response

  Date: 02/06/2025

  We understand the frustration around the process of gathering this type of information and hope that the communication with the complainant on 1/21/25 has resolved this matter.