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

205 total complaints in the last 3 years.
85 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:12/07/2024
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.
On or about 9/14/2023 the lawn service, hired by Sentry Management, caused damage to our driveway when they ran a tractor with a tank of fluid on the edge of the driveway causing it to break off a section of the driveway. This was reported promptly to the Sentry Community Manager, *** ********. 15 months later and multiple emails back and forth between Sentry Management and the lawn company, Focal Pointe, and the problem is still not resolved. This event was witnessed by myself while working from home. There have been 2 onsite meetings with Sentry and Focal Pointe to observe the damage and no plan to resolve the damage has been put in place. My most recent email for follow up information, copied to both *** ******** and Focal Point Manager, **** ******** on 12/2/24, is not being responded to.This damage was caused by an agent hired to perform work on our property by Sentry Management and should therefore be corrected by Sentry Management.
Business Response
Date: 12/23/2024
We understand the frustration and are hopeful that the matter will be resolved soon. In reviewing the matter with the Sentry team, we found that they have been attempting to determine the cause of the damage. The contractor was notified of the damage promptly on 9/14/24. Communication was had between the homeowner and contractor, leaving the homeowner dissatisfied. The homeowner has also been informed about other work performed on the property which also utilized large equipment.
It my help to explain our role in the community. Sentry Management is not a property management company. Instead, we are hired by Boards to assist with the day-to-day administrative functions of managing a community. The Board are the decision makers for the community. We work at their direction.
We will continue to assist where we can in this matter, but ultimately it will need to be worked out between the contractor and the homeowner.
Customer Answer
Date: 12/27/2024

Complaint: 22654260

I am rejecting this response because: The damage occurred on or around 9/14/2023 not 2024. There was no other "large equipment" being used in the are of concern. Both the lawn service company, ************, and the sprinkle company that dug in the area of damage were hired by Sentry Management. Sentry Management manages the work schedule and work plan with both of these vendors.
Sincerely,

**** ******
Business Response
Date: 01/10/2025
Sentry Management does not hire any vendors. Vendors are hired by the Association. We are unable to assist further but will share your continued concerns with your Board.
Initial Complaint
Date:12/04/2024
Type:Customer Service 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 called and emailed sentry management multiple times. They keep telling me they will call me back with a resolution. I never hear from anyone. There is a lady who chain smokes downstairs on her lanai everyday, which is against hoa policy. I have to smell smoke in the middle of eating dinner and run to shut my windows. I will be showering and smell it and have to run and shut my lanai door. I shouldnt have to keep my doors and windows closed. Why am I paying over $300 if nobody takes the time to address the problems. The condo is *************** in *********************** *****.
Business Response
Date: 12/17/2024
We understand the frustration and are working with the board to address. Steps have been taken to address the unit owners, to no avail.
In response to the assessment claim, the management fee is a very small portion of the *** assessment.
While we want to assist, we are limited based on the role we have in the community. We are not property management and instead assist the board as they work hard to manage the day-to-day administrative functions of managing the community.
Both the local Sentry team and the Board of directors would like to see this resolved. We do not have control over the actions of others but are addressing based on the Board's direction.
Initial Complaint
Date:12/02/2024
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 the Treasurer for our subdivision's HOA. Sentry Management of Volusia-********** has been our management company for almost 6 years. In reviewing the Association's documents & financials I noticed (as of 10/30) over $7,000 in past due assessments. In reviewing individual homeowner accounts, I noticed inconsistencies in how reminder notices & late notices were mailed out, late fees were issued, and how payments were applied. Many of these did not appear to follow our HOA rules nor Florida State Statutes.On 11/05/24, 11/08/24, 11/13/24, 11/19/24, 11/25/24 & 11/27/24 I queried our Sentry Community Manager (******* *****), along with her Supervisor (***** ********) via email. I received partial incomplete answers which only stated dates of when notices had been mailed (38 days past due date). Other questions were either not answered or deferred to "Delinquency Services".My latest email (dated 11/27/24) asked:"Hello *******,I am confused as to why Reminder Notices are being sent over 30 days after an account is delinquent, as I cannot find any documentation (C&R, Association Assessment Management Policy, F: Statutes) that would justify this. Could you please explain?I also do not understand comments stating that "a lot of these accounts carry a balance from late or interest fees" since FL Statute ******** states "Any payment received by an association and accepted shall be applied first to any interest accrued, then to any administrative late fee, then to any costs and reasonable attorney fees incurred in collection, and then to the delinquent assessment". Could you please explain?"The last paragraph in my latest email (regarding FL Statute ********) is the most pressing as it involves following a legal procedure for applying payments. As of 12.02/2024 I have not received a response to this, or other questions.
Business Response
Date: 12/17/2024
After extensive review of the matter, we found that the management assessment policy is being adhered to and further detailed information will be provided by the Sentry Team managing this HOA.
Initial Complaint
Date:11/26/2024
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 began our contract as a community with sentry March 2024. They as a company have not been transparent or open with funding allocations. Several neighbors have severe damage to their homes causing health concerns and sentry does not respond. We have asked for budgets for the upcoming year to no avail. We pay $315 per montb and have yet to receive receipts for where these funds go. Lawn is not taken care of.
Business Response
Date: 12/16/2024
We understand the frustration, and it may help to explain the role Sentry holds in the community. We work at the direction of the Board, assisting with the day-to-day administrative functions of managing a community. In our role we coordinate with vendors but ultimately the responsibility is on the **** Monthly assessments cover the expenses of the community of which our fee is a very small portion. We encourage homeowners to attend a board meeting and discuss any concerns with the ***.
Initial Complaint
Date:11/25/2024
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.
I live in ************************ in ********, ******* . I built my house in April 2001. When my home was built there no subdivision behind my home. Circa 2004 Stonegate at *********** was built behind my home . ********* is a gated community . ************************ isnt. When they built the Stonegate they put in a fence. That fence had a gaping hole from the two recent hurricanes . The management company is insisting that the they dont own the fence. I am in fear because anyone can walk through the fence. This is a breach in security. I would like for them to repair the fence so I can regain my sense of security.
Customer Answer
Date: 12/11/2024
The was partially completed! The lattice is still missing.
Customer Answer
Date: 12/11/2024
The was partially completed! The lattice is still missing.
Business Response
Date: 12/16/2024
We appreciate the frustration, and are pleased to find that the fence was repaired earlier this month. We hope this resolved the matter fully.
Customer Answer
Date: 12/16/2024

Complaint: 22603470

I am rejecting this response because: the lattice part of the fence was not replaced. The fence should look like the rest of the fence.

Sincerely,

****** *****
Business Response
Date: 12/24/2024
The lattice part was on back order due to high demand after the storms. We anticipate resolution to the matter very soon.
Customer Answer
Date: 01/09/2025

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:11/13/2024
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.
I'm trying to obtain a home equity loan and have been trying for weeks to obtain proof of our condominium complex Master Insurance Policy from Sentry Management and they're ignoring me. I have contacted them, my ********* members have contacted them, my loan company has contacted them as well as other condo owners in our complex and NONE of us have gotten a response. My equity loan application has now been cancelled due to no response. The rate I had locked in has now been lost. I have to reapply and I still don't have the information I need. I just want someone to give me what I need. I'm questioning if they're just taking our money for an insurance policy and we don't actually have one and they're just ignoring us.
Business Response
Date: 12/02/2024
It is our understanding after reviewing the matter that the homeowner has received the information needed and that the emails were going to a junk/spam folder.
Initial Complaint
Date:11/12/2024
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.
Have been waiting for fence replacement approval letter for over a month. Replacement is required due to hurricane damage. No one is returning phone call and I only received and email from property HOA stating that an engineer needs to come survey backyard because there is a manhole, which does not exist nor ever has in on my property. I have a ************ flag up in front of my house and they told me to take it down due to someone being offended. Because of this I am being treated differently with bias. All of my neighbors have had their fence replaced and did not get approval but for some reason I need it to proceed.
Business Response
Date: 12/02/2024
We understand that as of 11/20, the homeowner has been working with the local team to resolve.
Initial Complaint
Date:11/06/2024
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'm being fined for charges that is absurd. One palm tree in question my property is kept maintained no proof on their behalf of abandonment. They're affiliated with ******************** Firm and keep harassing me for payments continuously which amounts up to date since September of 2024 of $626+$60 monthly for paperwork I've been living there with no issues until new management of last year. I have proof if needed of my home which is immaculate and kept up to par with pictures that I sent to them and ******** Law Firm updating and proving their accusation which is avaracious and non-stop to no avail. Please help me to stop this harrassment and their ridiculous fines of abandonment and neglect on my behalf which is totally untrue.
Business Response
Date: 12/16/2024
While we understand the frustration, Sentry is charged with adhering to the governing documents, In this case, the homeowner received violation notices that were not resolved in a timely manner and the matter was turned over to the association attorney on 8/13/24. The homeowner owes the attorneys fees at this point.
We are unable to assist further, as this matter in with the attorney.
Initial Complaint
Date:10/24/2024
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.
In October 2022, during Hurricane ***, a branch hit the balcony of my apartment and broke a glass pane on the balcony's ceiling. Sentry Management ***** the community and HOA manager for the ****** of ******************* complex, proceeded with fixing it. However, they did not seal the roofproperly.Since then, it has slowly become apparent that the wood beam holding the roof is rotting due to exposure to water and that the structure holding the roof and tiles is now sagging. My tenant contactedSentry Management's community manager,******* *******,numerous times about this matter, without ************ forward 2024, bees were able to penetrate the roof and create a beehive in the wall of the balcony closet. Again, my tenant reached out to Sentry Management numerous times, without success. On October 3rd 2024, ******* ******* finally replied to me via email and mentioned that she had created a work order to take care of the matter, which had now become a serious hazard, with hundreds of active bees in the closet and roof on the balcony, and my tenant getting stung several times.******* ******* leftSentry Management **** in early October 2024, shortly after creating the work order that was supposed to solve the issue. Since then, her former manager, ****** *****, and colleague, ***** *********-****, have been our point of contact and have been unresponsive about the issue. Despite numerous phone calls, voice mails, and emails including videos and pictures, we have not gotten help to deal with this safety hazard and structural issue.Sentry Management **** is not holding up to theirlegal and financial responsibility. Their team's negligence has caused and continues to cause great material damage, financial strain and emotional stress.
Business Response
Date: 11/02/2024

Transitions can be difficult. We apologize if we were slow to act on a previous employee's promise. We understand that communication regarding these matters has resumed and are hopeful that this matter will be resolved quickly.
Sometimes homeowners misunderstand our role in their community. We are privileged to assist the Board of Directors with the day-to-day administrative functions of managing the community. We are not property manager and have no authority to make decisions for the association. Your hard-working Board of Directors are the decision makers, and all requests must be vetted and approved.
While it may appear that progress is slow, we are working diligently in our capacity. Sentry's purpose is to nurture communities we are all proud to call home.
Customer Answer
Date: 11/05/2024

Complaint: 22468436

I am rejecting this response because the issue has only been partially solved.
While I thank Sentry Management for sending the pest removal company on Tuesday, October 29, as per my original complaint to the Better Business Bureau, this is only half of the work that needs to be done. The wood structure that holds the balcony roof has suffered from wood damage because of previously poorly executed work from the **** following hurricane ***, at the end of September 2022.
As next steps, Sentry Management needs to send a contractor to fix the wood structure that holds the balcony roof.
Sincerely,

****** *****
Business Response
Date: 12/02/2024
We understand the frustration and have been working diligently to address the many hurricane related issues on behalf of Boards across the southeast.
In reviewing this matter we found that on 10/24/24 the Association's ******************** was contacted regarding the bees. On 10/29 they took care of the issue. Once this was done a contractor was contacted to repair/seal the area where the bees were getting in. The board approved this expense and we worked with the contractor to schedule repairs.

We are hopeful that the matter is resolved quickly if it has not already been repaired.
Customer Answer
Date: 12/05/2024

Complaint: 22468436

I am rejecting this response because:
Good morning,
While I want to thank you for sending the pest removal company, only half of the problem has been solved. As you can see on the enclosed pictures, the wood beam, roof and wall on the balcony have not been properly repaired following hurricane *** in 2022 - which is how the bees entered the structure in the first place. This has led to water damage. Now that the bees are not there anymore, can you please open a new work order to get the wall, roof and beam repaired? The water damage is only getting worse with time.
Many thanks in advance.

****** *****
Business Response
Date: 12/17/2024
We understand there was an unwanted delay, but the work has been completed at this time. The contractor was on property December 7th. They removed the screen enclosure and re-attached it. They also remove and re-attached the roof tiles. Replaced decking and underlayment as needed and replaced the fascia and flashing.
We hope this resolves this matter.
Initial Complaint
Date:10/21/2024
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 am a renter at the ****** condos and this has been going on since May in that there is a leak in the roof that has caused mold to come thru the ceiling and now smells . Nothing has been touched or repaired . This company is charging 700 month for hoa and not making repairs . This is unhealthy for someone that has health problems and cant return back yet
Business Response
Date: 11/02/2024
After reviewing we found that the roof and chimney have been repaired. A restoration contractor has been contacted to repair the ceiling, however the unit is livable,the owner/tenant have been told in several emails they are responsible for mitigating damages while pending restoration, due to storms the contractor is overloaded and is working with Itopia Management to repair as soon as possible. The complaint of the issue in 2023 was repaired, this is a new issue that came up during Hurricane ******. This is a new tenant refusing to return, insisting this is association responsibility to clean the interior. The interior is owner responsibility to mitigate. We diligently attempting to resolve the ceiling quickly and are unable to assist further.

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