ComplaintsforSentry Management, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid past due balance of $1000.00 CASH on 6.10. I have been attempting to reach someone at Sentry Management Since 6.14 to inquire why payment has not posted to my HOA account. Business listed at ****************************************************, when I went by the address there is a note in the door "Coming Soon". Was advise via multiple emails that community director *********************** would be in touch with me. I have not received email, or return call from ****** In addition, *********************** is not listed on the extenion list for business at **************.

  Business response

  06/27/2024

  We apologize for any less than positive experiences. In reviewing the matter we found that it has been resolved. Thank you for your patience as we worked through the process.

  Customer response

  06/27/2024

   
  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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 31 May, I could not enter my building because there was no power to the entrance fob. I tried to called Sentry to find a solution. They have continued to give me the standard "we'll check on it" answer and would NOT allow be to communicate with someone in charge. I am concerned that if this issue happens again and someone upstairs was not capable of helping themselves, it could be hazardous.

  Business response

  06/27/2024

  We apologize for this experience and appreciate the opportunity to assist with resolution. In reviewing the matter, we found that there is both a realized temporary solution and a permanent solution in progress.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My initial call to Sentry on Monday, June 10, 2024, was to confirm that they received communication from the attorney group that our community had properly communicated that we cleared up a pressing matter on Friday, May 18, 2024. As we know, mail is being delivered slowly, and we have not received any further communication. I got a representative on the line who said she needed to transfer me to a different department. When I typed this complaint, I was on hold for 3 hours, 12 minutes, and counting. (I will update you when & if they answer the phone). I know Sentry manages properties throughout *****************, but to be on hold this length of time is disgraceful. It shows the company does not care about the residents or their time, they are only available to impose fines and collect money.

  Business response

  06/21/2024

  In reviewing this matter we found that an internal phone system challenge caused a delay and extreme hold time for this homeowner. We understand that the matter has been resolved but welcome a conversation if desired. Please reach out to ******************************************** with contact information and convenient timeframe and someone from our Customer Experience team will be happy to reach out.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I got behind on payments. When I tried to access my account it was blocked. Had no warnings at all. I tried emailing my community manager no response. Tried calling them no response. They finally responded and said my account was unblocked. I log in still blocked. My community manger lies a lot. I would not be surprised if she lied about the issue I had with my deck. I really do not trust my community manager. I do not know who to trust

  Business response

  06/21/2024

  We take exception to the allegations in this complaint.
  This account was transferred to the attorney on 5/15/24, based on the policy in the governing documents. The homeowner was behind in payments despite monthly reminder statements being sent  from 12/6/22 5/13/24.
  Once the account is transferred to the attorney the account is locked and ******************** has no access to current ledger information.
  Once this action is taken, the owner is instructed to contact the attorney directly. 

  Customer response

  06/21/2024

   
  Complaint: 21808790
  
  I am rejecting this response because:

  Lying as usual (not surprised). I got no text enail or phone call. Also, during that time frame i got injured at work. I guess they only care about themselves. 

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

  Business response

  07/10/2024

  We understand the frustration, but this matter is out of our hands. Oftentimes homeowners do not understand the role Sentry Management has in their community. We work at the direction of the ***** of ********* and adhere to the governing documents as we assist the ***** with the day-to-day administrative functions of managing a community. We have no authority to do anything other than what is dictated in the governing documents and any direction provided by the *****.
  In this case we are not able to provide information on the account, as it is with an attorney/collection agency. We are not a collection agency, and do not function as such. The homeowner must direct all communication about this matter to the attorney for resolution. The attorney will bring any information provided to the board for action.

  Customer response

  07/10/2024

   
  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

  06/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i have paid my hoa annual dues and yet have not had access to the pool as the key fob does not work. i have reached out to sentry multiple times but not received a new functioning key fob. i have called them and sent multiple email requests as evident by the uploads. please help me get a functioning key fob. we couldn't access the pool last year and its already june 4 and have not yet gotten into the pool because sentry is not responding to my emails for a functioning keyfob.

  Business response

  06/21/2024

  In reviewing this matter we found that the concerns were resolved after communication with the Community Manager on June 10th. We look forward to providing exceptional service moving forward!

  Customer response

  06/21/2024

   
  Complaint: 21800803
  
  I am rejecting this response because: it is not resolved.  i do not have a functioning key fob to access the pool.  i have not received any correspondence from sentry.  i am unable to access the pool.  i have contacted sentry and have not received any resoluation to my request.  i have paid my *************** and am unable to use the pool due to the nonfunctioning key fob.  

  please have the company either: refund my hoa due 

  or provide a functioning keyfob.  

  thank you 
  
  Sincerely,
  
  ***************************

  Customer response

  06/21/2024

  this issue has not resolved.  i have been at this neighborhood since 2021 and the key fob has not been working since last year when we received it. then the pool was closed last summer.  now the pool is open and i cannot access it  because sentry hasn't sent me a functioning working keyfob to access the pool.  i have attached my request and i have not received any reply. 

  i would like a refund on my hoa dues 

  or please send a functioning keyfob now so i can use the pool.  it is june 20 and i have yet gone to the pool because sentry has not given me a working keyfob even though they have my money. thank you 

  please help me get this issue resolved 

   

  Business response

  06/27/2024

  We sincerely apologize for the delay. We understand that the access fob was sent out this week with tracking to ensure delivery.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am the *** for ********************************, and one of trustees for the trust that owns the property in question.. She lived at ************************************************************ until moving to ************ and we sold the house on February 16, 2024. On March 3rd, 2024, Sentry Management charged my mother's **** card $459.61, including a ClickPay fee. I have been seeking a refund for that charge ever since. Sentry asked for several forms which were provided, and even once sent a letter stating they did not charge after the sale of the home after the sale of her home, with an attachment showing that the charge was made. The latest attempt to keep the money is by asking for a form that doesn't exist, the "Settlement Statement". My real estate attorney doesn't use that, but Sentry wants it anyway (really they want to keep the money). I called again a couple of weeks ago, and was finally able to convince them to send a refund check. When I called back today, conveniently the representative didn't make any notes in the system, so they're back to telling themselves that they need the settlement statement. We have sent them the Statement of Sale and offered the deed, but they still insist on the settlement statement. Sentry does not need that information to realize that my mother should not have been charged, and they're perfectly fine without the form, and keeping the money. They are aware of the new owner and are charging her already, and possibly double dipping for the money they are keeping from my mother.

  Business response

  06/10/2024

  We understand that this former homeowner (seller) is asking for a refund of their credit card payment that was received on 3/5/24, as they feel they were not responsible for this assessment since it was after their closing occurred. Our office processed the resale demand letter on 3/1/24, but at the time we were not aware that the closing had already occurred.
  
  The resale demand disclosed a balance for their March assessment in the amount of $443.00 to be collected from the seller at closing, which is the amount of the payment that the seller submitted on 3/5/24. We have not received any additional funds following the closing, therefore we do not have an overpayment to refund back to the seller.We have asked multiple times for the settlement statement, and the seller keeps saying that one does not exist. Its possible that this is true, and if that is the case, then the seller will need to go back to their closing agent and help us understand what funds were supposed to be sent to the *** following this closing because none were received. We understand the seller doesnt feel that they are responsible for this payment since they closed prior to the resale demand requesting the balance, however, this was not known at that time and that is why we need additional financial information from the closing to know what took place.  
  
  At this point, since the *** did not receive any closing funds, there is no overpayment to refund and instead, this is a matter between the buyer and seller. The information we have is that we did not receive any closing funds as requested on the resale demand, and we do not have any documentation to show which parties paid any amounts at closing. If we can either receive a closing statement to show the funds collected at closing, or if we can receive the buyers authorization to ***** this refund, then we can absolutely do so. We just cant put the association in the middle of this transaction without the proper authorization. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my property on 4/12/24 in a community that is managed by Sentry Management. At closing there was a $500 credit owed to myself due to Sentry Management sending the wrong information to the title company to collect from the buyer. On 4/12/24 I was told in writing by Sentry Management that I would receive the check in the mail within 2 weeks. The check would be mailed to my primary address. It was now been 40 days and I have not received the check. After numerous phone calls being told the check had been requested/mailed/approved and just to be patient there is still no check. This includes being put on hold to talk to a manager and after waiting for an hour I was disconnected. Sentry Management has presented no solutions to this problem and are holding to the money.

  Business response

  05/24/2024

  We absolutely understand the frustration this matter caused and are pleased to know that it has been resolved. There are situations at the Association level that can cause these types of delays. We are disappointed that it took a ****** Review to involve the *************************** but appreciate the opportunity to allow our Customer Experience team to take the lead in resolution. We sincerely apologize for the less than positive experience and look forward to providing exception service moving forward.

  Customer response

  05/24/2024

   
  Complaint: 21745457
  
  I am rejecting this response because:

  Your explanation of the situation is not what actually happened. 

  I spent 40 days of emailing and speaking directly with Sentry Management customer service department. I was also told in writing on 4/12/24 by the Sentry Management customer service team that we would receive the check within 2 weeks. I was then told multiple times the check had been submitted, approved, and even mailed. None of this was true. I had to report Sentry Management to BBB, threaten to get an attorney, get the media involved, and send an email to the executive team at Sentry Management to get a response from you. After all of that I finally received a response and the money was returned today. 

  There was no ****** Review to get customer service involved. 

  In my last email to you I wrote "The complete lack of customer service, transparency, honesty and lack of resolution is unacceptable". Although I appreciate you finally returning my money this response further proofs my point.

   

   Sincerely,

  
  ***************************

  Business response

  05/29/2024

  We appreciate your point of view, and are happy this has been resolved.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sentry senior management has failed to respond to serious concerns involving our HOA manager. Our manager has repeatedly failed to inform homeowners of our currently held liability insurance coverage acquired through Sentry management. Our HOA president has in numerous meetings stated that we have emergency repairs needed for shoreline erosion and tennis court repair at the same time asking for enormous sums of money. The statement was made for liability, insurability reasons, we must fix these areas. Newly elected board presented evidence that these claims were false and that We Do have adequate liability insurance and no emergency situation exists at all. Our storm water retention system was just inspected and no emergency repair is required. I have attended and recorded numerous meetings where these statements were made and our manager has attended and was seated next to the board member making these false statements and she Never informed owners of the fact that we do have liability insurance. Another concern is in regards to an official request to inspect our HOA financial records. As a person with a physical condition that Requires assistance, I offered to bring another homeowner as an accommodation. This request was refused as i was told only one person can view at a time. Manager then offered to personally physically assist me with my request in an email. An appointment was scheduled but the day before a ****** from HOA attorney stated I needed a dr ****** to describe my disability. I believe this was discrimination. I didnt respond to attorney to avoid an undue expense to HOA. I did converse with HOA attorney at a meeting and he was unaware of manager offering to accommodate me. I have contacted senior management with absolutely no response to these concerns

  Business response

  05/29/2024

  We have the privilege of working at the direction of the ***** and are doing so, according to the management agreement. The statements included in this complaint are statements about the associations ***** of ********** of whom we do not have authority

  Customer response

  05/31/2024

  From: ************************* <******************>
  Date: May 6, 2024 at 2:51:38 PM EDT
  To: ******************************* <****************************************>
  Subject: ***** lakes *** management
  
  
  ?
  Good morning ******,
  I left you a voicemail Friday to please contact me and look forward to a conversation regarding our present manager and also to discuss my and other homeowners concerns about discrepancies with our bylaws and Florida law being followed in meetings, etc
  
  A question from all newly elected board members was presented at a board meeting on April 30, 2024. This involves the way new officers were chosen at board organization meeting directly following election meeting on March 27, 2024. when I and other owners asked if HOA attorney was consulted on why procedure was done differently than previous year, *************** stated that would add an expense. This is unacceptable and I would like to request HOA attorney meeting with all board members and sentry management to listen to these concerns and our proper procedure explained. The past board and ************************* have had HOA attorney present unnecessarily in many past meetings, but now in this very serious matter they dont want to incur expenses.
  
  There is a Very serious problem going on here in ***** lakes and your employee ************************* has been directly involved with misconduct in my opinion. I personally have been denied access to HOA documents in a timely matter and can attest through conversation with HOA attorney that ****** has not always been truthful about his consul.
  
  Additionally a liability insurance policy was omitted from the records I did receive. Our president continues to present a False narrative about an emergency situation involving our pond shoreline erosion, first stating an erroneous estimate from the state of ******* in the amount of $6 million and now he says numerous times ( recorded) that we have an emergency liability, insurability situation until fixed at the tune of 1.4 $ million. Also shut down our tennis courts that he says are unsafe and wants $80,000.
  
  All of the above has been proven false! As owners we would have expected more from Sentry management, but it seems *************** intentionally had anesthesia regarding the fact that we DO HAVE General liability insurance, acquired through sentry as part of our contract present policy since 2020! I have numerous video recordings as allowed per Fl law, with ****** sitting next to ************* making these statements and never did she open her mouth to correct him and inform owners of our insurance.
  
  Now Im sure sentry manages numerous HOA that have storm water retention systems in this area alone. I am insisting this conduct be explained because if this is also being presented to other HOA as an emergency situation we have a REALLY BIG PROBLEM!
  
  We have a rouge president here and as owners would like our community back to the always peaceful neighborhood its been since I bought *************************************************************************************** turmoil from this board member with the help of Your employee ******. We incurred many expenses and been made out to be villains for simply and respectfully asking for accountability. We are no now desperate which is why Im reaching out to  be prevent this atrocity from continuing. Few options are left unless someone with some maturity professional ability and integrity intervenes.
  
  The media seems to be our only option. Which would not be productive for ***** lakes or Sentry management.
  
  I look forward to your or possibly another senior associate please contacting myself, new board and HOA attorney
  
  Respectfully
  *************************
  
  Sent from my iPhone
  
  
  
  
  

  Customer response

  05/31/2024

   
  Complaint: 21736129
  
  I am rejecting this response because:

  This complaint is about our *************** manager, an employee of Sentry management and her district manager not responding to some very serious concerns from not only myself but many owners. I've included an email to ******************************* that has never been responded to. I then attempted to call Sentry management to speak to someone else and was told "there is no one above ****** to talk to". This is unacceptable as a company and i look forward to a better response from Sentry management.

  Again, this complaint involves being denied timely access to *** financial documents; section ******* of the Florida Statutes. Also was denied bringing an assistant to accommodate a disability. Manager at Sentry then OFFERED in email to be my accommodate herself. Day before scheduled inspection; I received a certified ****** from HOA attorney that association required a dr ****** to prove a disability. When I contacted *************** our sentry manager, I was sent a response that all further contact must go through HOA attorney. 

  The other Very Serious concern involves our manager again, this involves her failing to send liability insurance policy in records I did receive. This coincides with an erroneous narrative presented to homeowners about shoreline erosion being an emergency and 1.4 million funding needed for liability, insurability reasons. In at least three (video) recorded meetings our manager sat right next to our board president as these statements were made to owners asking questions and she never corrected him. In fact, our present policy I've learned was procured through Sentry management and has been in effect since 2020. Also discovered in our contract with Sentry management is an addendum for project management. I'd like to know if this erroneous tale is being offered to other ***'s managed by sentry management? Our storm water retention ponds were just thoroughly inspected and NO emergency situation at all was found. 

  Additionally, three newly elected board members all questioned why procedure was changed this year to elect officer positions among board. *************** oversaw last year's election, so was aware of correct procedure according to our covenants but allowed a reelected board member to change it confusing new members without explaining procedure. New board all objected and requested to speak to attorney but according to manager only president can talk to attorney.

  In conclusion Some very concerning ethical and possible unlawful concerns have occurred and I look forward to ************************* to address these concerns. Our association has used Sentry management for years. And prior to this current manager we were happy 

  Respectfully 

  *************************

   

   

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

  Business response

  06/21/2024

  While we understand the concerning nature of the allegations, we work at the direction of the ***** of ********* and the homeowner would be better served directing her concerns to the attorney as instructed. We have no authority over the ***** of *********, or the action taken in this matter.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Property was sold/closing date: 11 May 2023. Sentry Management, without my permission and with no notification to me, terminated my automatic payment for HOA fees and when I closed my sale on 11 May 2023 charged me a late fee of $38.05. My payment was scheduled to be paid and was stopped by Sentry Management before the due date. This was discussed during closing and without delaying the closing of my sale I agreed to contact Sentry Management for a refund of the $38.05. Since closing on the sale of my property in May 2023 I have requested a refund many times, which they have acknowledged receipt but never followed up with any action. A closing statement showing the $38.05 charge has been furnished to Sentry Management.

  Customer response

  05/13/2024

  I received a refund from Sentry Management for $38.05 yesterday and have deposited it into my bank already.  There were no comments...just a check.
  

  
  

  I could not have done this without the help and guidance that I received from BBB.  

  
  

  Thank you very much,

  
  

  *****************************

  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with this *** Management company to obtain a roof repair which allows pigeons to nest under the roof in a hole under the roof. The pigeons make a foul mess of f**** droppings on my entry way. The smell and sight are terrible, with lots of slip and fall issues due to the wet droppings and my entryway is filled with gnats which are attracted by the tons of pigeon droppings on my entry way. The roof repair could be so simple if the *** would send their maintenance crew to put up a barrier so that the pigeons could not harbor under the exposed roof. They have been there for two years and multiple times daily I have to sweep, wash, and bleach my sidewalk entry way. The *** is fully aware of this disgusting health and accident issue. They refuse to help me. I pay monthly *** fees of $250.00. Yet the *** refuses to do the job they are designated to provide. The birds bring tons of food which gets moldy under the roof, attracting insects, mold and fungus. This is ruining the roof structure and it is creating a serious health hazard. I have sent them many pictures of this ruinous mess and emailed them for assistance. No response since they promised a month ago to help me. I have been told to be patient: this has gone on for two years. It is decreasing the value of my home, and is a health hazard.Can you please help me to get some resolution. The property manger is ******************* at *********************************** phone number is: ************. Your assist is deeply appreciated. *********************************

  Business response

  05/02/2024

  We understand the local Sentry Team has been on contact with the homeowner to provide updates.

  The Board is concerned about this ongoing issue and has been working with the ******************** for some time. We will continue to work with the experts to try and identify a resolution, at the direction of the Board.

  we empathize and understand the frustration. We will do everything we can to facilitate resolution.

   

  Customer response

  05/02/2024

   
  Complaint: 21610207
  
  I am rejecting this response because: I was promised that the roof hole would be repaired last Friday. It was not repaired. I am still dealing with the filth from the pigeon f**** and the horde of gnats that these droppings attract. I am still having to clean this disgusting debris off my front entry way and sidewalk. The cement is stained and slippery. I sent multiple messages to ***** notifying her of the failure to perform the repair. No response.  ******************************;
  
  Sincerely,
  
  *********************************

  Business response

  05/15/2024

  We understand the frustration, and we are working diligently at the direction of the Board and with the vendor to address the concern. This situation has existed for quite some time and we are being told from the pest control vendor that this will not be resolved overnight.

*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. ↩