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

  
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  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: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.

• Initial Complaint

  Date:01/16/2025

  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 have had repeated problems with my ceiling leaking in my condo due to a bad roof. The *** continues to put a bandaid on something that needs to be more thoroughly replaced and is costing me money in the process. I also have grave concerns about mold possibly growing in the space between my ceiling and roof as well as the walls due their unwillingness to correct the issue. September **************************************************** my condo. I contacted the ***, they sent someone out to look at the roof and fix the issue. After the work was completed, I paid to have my ceiling repaired in the amount of $200. Then in April 2024 the problem happened again. I came home to damage to my ceiling again leaking, carpet soaked. Contacted the *** who once again sent someone out to repair the roof. This time repairs out of my pocket cost me $350. Then again in November 2024 my ceiling started peeling and leaking and eventually opened back up. I contacted my *** yet again. After repeated phone calls Ii finally got in touch with someone. There is no sense or urgency in responding. It is clear whatever the repair people are doing is insufficient as the issue keeps occurring. I keep spending money out of pocket to fix the ceiling only to have the issue keep happening. The *** is responsible for the exterior up keep of the condominium complex and is failing to live up to that responsibility by taking the cheapest route instead of fixing the issue.

  Business Response

  Date: 01/31/2025

  We understand the frustration, and hope that the situation is rectified quickly. In reviewing this matter we found that communication has been had and information has been shared with the complainant.

  We have made the Board aware of the situation and once it is safe to do so, they will have a roofer assess the matter.

  It may help to clarify our role in the community. Oftentimes homeowners believe Sentry Management is the **** We are not. We are also not a Property Management company. Instead, we have the honor of serving associations by assisting their hard working boards with the day-to-day administrative functions of managing their communities. We are not the decision makers and have no authority to resolve some of the challenges homeowners face. We know if can be confusing when the roles are not understood and hope this bit of information helps.

  While this matter is in the Board's hands, we are aware and will monitor for progress.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22818979
  
  I am rejecting this response because there is no indication of what will be done and when it will be done.  When will the board meet?  It is unreasonable not to provide a resolution date when I have been dealing with this issue for two years.   I see roofers working throughout my surrounding community all the time.  There was also no mention of the repairs to my ceiling.  I need specifics on how this matter will be resolved.  A list of the current Board members is also requested.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/14/2025

  The Board has committed to reviewing the roof in the Spring when weather permits.
  The Board will also discuss this matter in an upcoming monthly meeting. 
  We have no authority or further information on this matter, but continue to provide the information to the Board for review.

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22818979
  
  I am rejecting this response because: while I appreciate the response to further review the roof in the spring it fails to address the damage to the ceiling in my unit which still needs to be repaired for the 3rd time as a direct result of the patching instead of properly fixing the roof the first two times.  I want my ceiling fixed at no additional cost to me in addition to the roof being properly fixed.  Weather can be predicted up to 30 days so waiting until the Spring should not be necessary.  I request your immediate consideration and a response on this matter so I can determine next steps. 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/22/2025

  I saw the response that sentry said about my roof, however my ceiling issues havent been acknowledged as the roof needing attention has also caused damage to my ceiling, which has been needing attention for going on two months now

  Business Response

  Date: 02/26/2025

  All decisions on expenditures by the association are made by the Board. We has presented this information to them for review and have received their response, which we have shared previously. There is nothing further we can do to assist. 

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising 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.

  CMA now Sentry managed our subdivision or condo association for approximately three and a half to four years. Initially, we had ***** as our manager, and she did an excellent job of communicating effectively and ensuring that deadlines were met. However, things took a turn for the worse when they decided to switch our association over to another manager.Under the new manager, ***** the property was managed in a state of disrepair. For instance, several of our invoices, including our water bill, were not paid. As a result, our water was shut off, and our ************ bill for the outside lights and garages were also cut off. There were at least four to six unpaid invoices that she claimed were due to mail not arriving, even though she should have been doing check and balances, ensuring all invoices were paid.Furthermore, she neglected the community. She only conducted drive-bys in her SUV of the community, as if she didnt like being in our part of town. This limited her ability to really access the community and see the deficiencies that needed to be repaired.Additionally, several issues remained unaddressed, such as the porch and balcony situations, the siding on our property, and dumpster problems. The property has been neglected and is in a state of disrepair due to the mismanagement of Sentry and our property manager.

  Business Response

  Date: 01/16/2025

  While we are disappointed to read this perception of Sentry, we dispute the allegations made. 
  
  It may help to first clarify our role in communities. Sentry Management is not a property management company, but instead we are hired to assist boards as they manage the community. We help with the day-to-day administrative functions and provide direction to ensure all governing documents and state requirements are met by the association. We are not the decision makers for communities. The elected Board, comprised of volunteers, works hard to make the best decisions for all homeowners. While we do work at the direction of the board, there can be unsurmountable challenges within an association that lead to the challenges described in this complaint. 
  
  In reviewing with the team, we have determined that the manager conducted property visits in compliance with our agreement and with the same level of detail as we do for all communities. 

  Because we no longer serve as the association management company for this association, we are unable to assist further. 

• Initial Complaint

  Date:01/07/2025

  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 have been paying for a construction *** via Sentry that was supposed to end when the road was complete in the neighborhood. We have inquired about when this would go away and have been met with silence. Further, Sentry is responsible for the contracts within the *** to include snow removal. We have been snowed in our neighborhood for two days because they have failed to clear the roads, or sidewalks. I have reached out to sentry and our *** multiple times and have been met with silence which seems to be their way of conducting business when they dont have an answer as to why they are not fulfilling their requirements. Snow removal is not the only part of Sentry and the *** that has been neglected. They are responsible for the maintenance on the outside of all houses and there is a house that has had a hole in the back of it for over a year.

  Business Response

  Date: 01/16/2025

  In reviewing this matter we found communication with the complainant that helps clarify our role in the community. Sentry is the association management company for the **** and we are adhering to our contractual obligations as such. We understand that the complainant was misinformed regarding multiple associations and also understand the frustration that may have caused.
  
  The role of the association management company is to assist the board in the day-to-day administrative tasks association with managing an association. Additionally, we provide guidance to ensure adherence to the governing documents and state requirements. We are not property managers, nor are we the decision makers for the communities we are privileged to serve.

  The goal for treatment during a snow event is to ensure emergency vehicles can get into the community.  Crews are contracted by the *** to provide snow removal services and will treat multiple communities at the same time. They also return to provide additional services post storm. We apologize if the service was not performed to the complainant's satisfaction and did provide the feedback to the Board for consideration.  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22777860
  
  I am rejecting this response because though they have shown their communication, they have failed to show that they acknowledge that they do not know their separate roles and responsibilities yet continue to increase our billing and not following through on those roles. Until this company can specifically outline who is supposed to do what, we should not be paying for services. This has been an ongoing issue for two years.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/31/2025

  To further clarify the information received by the claimant, Sentry Management has the honor of serving the *******************
  
  The issue with the hole in the building should be addressed by the sub association, **************************************. We are not the management company for that association and cannot assist further.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22777860
  
  I am rejecting this response because they failed to address how they are going to fix the issues with who is responsible for the community. Its not about small issues that havent been fixed, it is about putting out clear roles and responsibilities.
  
  Sincerely,
  
  ***** ******