ComplaintsforSentry Management, Inc.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sentry Management oversees the *** for my townhome community. I have called & emailed numerous times about documents I need pertaining to the sell of my house. Specifically, *************************** at Sentey oversees my community. I have asked numerous times to speak to her supervisor. The corporate office places me on hold then just hangs up. I pay the *** fee every month. These are legally my documents to obtain.

  Customer response

  08/06/2024

  They have responded after I told them I had an attorney calling them. Please disregard the complaint at this point. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We pay a monthly HOA fee of approximately $100 a month. This fee includes lawn services and irrigation services. However, for at least two years my property has been without irrigation and there are numerous broken irrigation heads. I have sent numerous emails and I have been given nothing but excuses "we are working on it" - and yet nothing gets resolved. We watch our yard get dried up. Our yards was recently dug up by a cable company and they repaired it. I tried to water the lawn as much as I can but I walk with a cane and I have a bad hip and back. Worse yet, Sentry Management continues to send out the lawn company and they run lawn mowers over yards that have no grass and nothing to cut!!

  Business response

  07/17/2024

  We understand the frustration and hope some clarification will help. 

  Oftentimes homeowners don't fully understand our roll in their community. Sentry Management is honored to work at the direction of the association's board of directors. We are tasked with assisting the board of directors with the day to day administrative tasks association with managing a community. We do not have decision making authority and the actions taken by Sentry are at the board's direction.

  Regarding lawn maintenance, the lawn maintenance in the community is performed as approved by the associations board of directors. Regarding irrigation, the board has authorized the hiring of a new irrigation vendor who is currently working on the system. They have submitted a proposal for necessary repairs, which is under board review. Once approved, the repairs will be contracted and completed according to the budget and available funds. We acknowledge your concerns about the state of your yard and other properties in the community. Please know that we are working diligently with the board to address these issues.

  We hope this provides clarity and appreciate your patience.

  Customer response

  07/28/2024

  Sentry Management makes the same statement every time: "We act on behalf of the *** Board..."

  This is utter nonsense. They are the ones our community pays a significant fee to every month to manage our community.

  The only time Sentry Management has to contact the *** Board is for approval of an expense. Otherwise, they are to take care of this community, which they have not.

  You will see from the correspondence copies attached Sentry has been contacted by me for the past 18 months and will not take care of the irrigation issue and the grass in my yard is dying.

  As to this lie about "the board is reviewing estimates for irrigation" - look at the email copy from a year ago. That's what they said a year ago.

  I also filed a claim with the Missouri ************************* as 60% of my *** monthly fee is supposed to go to irrigation services, which I have not received, so they are contractually bound to refund those payments to me.

  Sentry Management has also contractually failed to meet their duty for this community, my yard included, to provide irrigation services.

  Regardless of their excuses, and their outright lies, Sentry Management refuses to act in good faith and take care of our community.
  

  Customer response

  07/29/2024

  Date Sent: 7/28/2024 6:13:58 PM
  

  Sentry Management makes the same statement every time: "We act on behalf of the *** Board..."

  This is utter nonsense. They are the ones our community pays a significant fee to every month to manage our community.

  The only time Sentry Management has to contact the *** Board is for approval of an expense. Otherwise, they are to take care of this community, which they have not.

  You will see from the correspondence copies attached Sentry has been contacted by me for the past 18 months and will not take care of the irrigation issue and the grass in my yard is dying.

  As to this lie about "the board is reviewing estimates for irrigation" - look at the email copy from a year ago. That's what they said a year ago.

  I also filed a claim with the Missouri ************************* as 60% of my *** monthly fee is supposed to go to irrigation services, which I have not received, so they are contractually bound to refund those payments to me.

  Sentry Management has also contractually failed to meet their duty for this community, my yard included, to provide irrigation services.

  Regardless of their excuses, and their outright lies, Sentry Management refuses to act in good faith and take care of our community.

  Business response

  08/02/2024

  We are disheartened by this response, but will have to agree to disagree with a homeowner who is determined to rely on misinformation to form opinions.

  We will continue to report all concerns to the board for any action, as was done in this case.

  Customer response

  08/07/2024

   
  Complaint: 21979557
  
  I am rejecting this response because:

  Sentry Management claims this is "based upon opinions"?This is a nonsense, non-truth reply. That is the only type of response Sentry Management can ever, or will ever, provide. They never seek to help or resolve issues.
  Sentry Management acts on behalf of the ****** at ************************. I cannot contact the *** direct myself. Sentry Management has been belligerent in their responses to me regarding a service I am owed, as a homeowner in the ****** at ******* by contract, and have not received for approximately 18 months. Translated: Sentry Management, as a representative of the *** and acting on behalf of the ***, has contractually failed to fulfill their duties for our community, the ****** at ********************. As a result, I have suffered financial loss, as well as great emotional distress. My financial loss is calculated as follows: I pay $92.75 per month per my contract to the ***. For 18 months that is $1669.50. Per communication last received from Sentry Management, 60% of the *** fees collected is distributed to irrigation,a contractual service I have not received for at least 18 months. Therefore,for 18 months, at 60% of $1669.50, I lost $1001.70. In addition, I have severe physical limitations. My spouse is disabled. My mother is 82. However, I purchased and have gone through 3 garden hoses in an attempt to save our grass.The problem: The outdoor faucet connection is on the middle of the wrong side of the house. This has complicated the watering process and destroyed garden hoses in the process. The cost of 3 garden hoses, as you will see in the documentation attached, is $169.97. In addition, I had a brand-new shrub die. The replacement cost is $45. I have attached a year's worth of unending communication attempts with Sentry Management. I'm given excuses every time. My total loss to date is $1216.67. This will continue to increase as there is no end in sight for the irrigation repairs to my yard. [And there is the increase in my water bill for the past 18 months that I have not added in.]

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

  Customer response

  08/07/2024

  I sent a reply and attachment this morning, August 7, 2024.

  Sincerely,

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The interface Sentry management is using for payments is disjointed. There is a different account for and different set up needed for paying HOA fees vs other assessment dues. Although its all for the same address, no clarification of this is given to avoid their late fees. Now as a new home owner, I set up auto pay for HOA only to find out that other fees are due for the same address. However, those payments need to be made under a different account. Why?

  Business response

  07/11/2024

  We apologize for any confusion the homeowner is having. In reviewing this matter, we found that the owner has two separate properties and two separate addresses. We see communication with our CommunityCare Team about this matter, and the matter was resolved. To clarify, we only see the information for the assessment fee due for Crossing Master, which is an association we manage. We DO NOT, however, manager the *** sub association this homeowner needs to pay. We cannot help with payment to that management company. This is not entirely uncommon to have separate management companies for the master association and sub association. We hope this information helps. If there are further questions, our CommunityCare team is ready to assist at ********************************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sentry Management has placed a lien on my property due to an ongoing 2 year or more nightmare or shall I say money ploy. Their resolution has been to make the lump sum payment or we're going to proceed to add more chaos to your life. The Admin. Asst. and the Sentry Board would rather take a consumer through H*** rather than rectify the matter with a reasonable resolution. I've accumulated over $1,800 worth of interest/late fees due to a discrepancy/unnecessary late fee charge back in November of 2020. Sentry says the payment was delivered to them later than the due date. However on personal bank statements, that have been copied and shared with Sentry, it shows the payment was withdrawn from my account on the correct payment date. I've gone back and forth with the **** and the Board for years, so finally in December of 2023, they offered a settlement to pay half of the fees which was ridiculous, unfair, and rejected. Why would I settle for that if I've paid my HOA fees ON TIME? Additionally, every single billing cycle moving forward to this day, I've been charged interest/late fees stemming from 2020, although monies are withdrawn from my account monthly and on the due date. I currently have a credit score of 782 and do not have issues with paying my bills. Lastly, I've gone through several different mental stages over the years due to the stress of the **** and the Board being so COLD and absolutely unwilling, almost reluctant to help especially when communicating with her via e-mail or phone. I've had to reach out to her on several occasions for a reply/feedback, even after dropping off bank statements. The latest information shared is that it's my bank's fault now, so since the settlement split rejection, they've refused to remove the lien and/or take any responsibility that their system may have caused the issue of the payment draft being late. FYI: My sprinkler system hasn't worked in over 3 or 4 years, however I guess that's my fault as well. FRUSTRATED!!!

  Business response

  07/15/2024

  We acknowledge that the homeowner is frustrated, however, they refused the generous offer of resolution put forth by the ***** of ********** The HOA ***** of ********* must make decisions based on the governing documents, which contain a collections policy. Sentry Management works at the direction of the ***** and is also charged with upholding the governing documents.

  The suggested resolution of changing the pay date with the banking institution has been made and disregarded.

  At this time there will be no further action taken regarding this matter until the account is paid in full.

  Customer response

  07/15/2024

   
  Complaint: 21957729
  
  I am rejecting this response because my payment was withdrawn from my bank account on time, before the due date and a 'generous" offer of paying half of a balance that I wasn't responsible for isn't considered helpful. Additionally, if they were able to remove half of the balance, it proves that they could have removed all of the  interest/late fees. And also that they acknowledged there was fault on their behalf. 
  
  Sincerely,
  
  ***************************

  Business response

  07/23/2024

  Unfortunately, your community's governing documents to not recognize the date your bank debited funds as the payment date. Your payment date is the date funds are received by the **** This a widely accepted practice, and the resolution as proposed already is to simply adjust the payment date with your banking institution.

  Customer response

  07/25/2024

   
  Complaint: 21957729
  
  I am rejecting this response because: My bank institution has sent them proof (please see the attached document) that the payment in question was withdrawn my account on time. 
  
  Sincerely,
  
  ***************************

  Customer response

  07/25/2024

  The discrepancy date is November 2020 when all of the interest/late fees began. As long as payments are received before the next month starts it's considered on time. For the past 14 years, I've made these payments at the end of each month. However in November of 2020 something happened and my payments were received late thereafter. Sentry Management is taking no accountability and blaming me and the bank institution for the late payments. Please see the attachment. 

  Business response

  08/02/2024

  The late payments began months before November of 2020. This matter has been thoroughly reviewed and taken to the Board for action. Resolutions have been offered and subsequently rejected. The Board will take no further action. The owner remains responsible for bringing the account up to date.

  Customer response

  08/07/2024

   
  Complaint: 21957729
  
  I am rejecting this response because this is yet another excuse for Sentry to not take accountability for the actions they've taken. I'm going to move forward in finding a real estate lawyer. This appears to be the only way they will listen to me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to get in touch with Sentry Management for a week now about plans for an install for a pool. Sentry keeps assuring me that within ***** hours, I should receive information. It has now been 7 days. I called again today, day 7, and was told they will respond in ***** hours. As a homeowner, I have every right to have communication and access to my HOA. This HOA is nonexistent, and the most unprofessional company I have ever dealt with!

  Business response

  07/15/2024

  We apologize for the frustration and will work to understand the internal challenges creating this gap in communication.

  We found that the homeowner has been contacted and the issue is resolved.

  We appreciate the feedback and are looking forward to providing exceptional service moving forward.

  Customer response

  07/15/2024

   
  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

  06/20/2024

  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

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been receiving requests from Sentry for payment for a non-compliance issue which has been closed since April 12, 2024 & January 30, 2024.We have made several calls, voice messages and emails to their office for someone to look into this matter. Messages have been left with individuals who had answered the phones at some point. However our calls, emails and requests to have a manager look into the situation, are to no avail.The charges keep accumulating.Re the discoloration of driveway accusation, we have sent copies of emails received from Sentry as proof of the issue being resolved, and that the matter needs no further attention from us. We have also sent certified mail with attachments of some correspondences to & from Sentry showing that the issue had been addressed and photos submitted.However the charges still keep accumulating.We are requesting assistance with this matter get immediate attention and ultimately being resolved. Please assist and advise.Regards,

  Business response

  06/26/2024

  We appreciate the feedback and understand the frustration.

  We work at the direction of the ***** of ********* and follow the governing documents. We do not have authority to do otherwise.

  We have shared your concerns with The Village Crossing *****, and they are looking at ways to reduce the fees. There will be communication on the matter sent from the ***** to all homeowners shortly.

   

  Customer response

  06/28/2024

   
  Complaint: 21837865
  
  I am rejecting this response because: we have been waiting on a response from the Board since April 2024.

  We are receiving several increased demands for payments. Each week $100 is being added for a fine and another $15 being charged monthly for interests.

  This needs reconciling.

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

  Business response

  07/03/2024

  We apologize for the frustration. Oftentimes property owners do not understand the role we have in their community. We are not the **** and have no authority over your association. We work diligently for all owners as we work at the Board's direction. As mentioned previously, the Board is aware of the concern and has indicated that communication is forthcoming.

  Customer response

  07/16/2024

   
  Complaint: 21837865
  
  I am rejecting this response because: we're constantly being bill $100 each week since April 2024 plus $15 interest/ late fee, each time. This is extremely overbearing and getting ridiculous. 
  
  Sincerely,
  
  *************************

• 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,
  
  ***************************

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