ComplaintsforSentry Management, Inc.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally file a complaint against ************************* (***) regarding fraudulent charges and their unprofessional handling of this issue. The *** has billed me for various fees, including ARC business, parking fees despite the fact that I have a garage, and a shed that we do not own. Despite requesting an explanation of these charges, I received no response from the *** for more than 6 months.Instead of addressing my concerns, the *** has now involved their lawyer in an attempt to collect these false charges, including attorney fees. This aggressive approach, combined with the lack of communication from the ***, is unacceptable and has caused unnecessary stress.I would appreciate your assistance in investigating this matter and ensuring that the *** provides a legitimate explanation for these charges and ceases any further collection actions until this issue is resolved.Thank you for your attention to this complaint. I look forward to your help in resolving this situation.Sincerely,

  Business response

  10/16/2024

  We are unable to locate the complainant as a homeowner in our system based on the pieces of information provided. We need additional information, including the property address and association name in order to review the matter.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without running water in my house ; water authority came out on 9/24. They advised me that cause was leak outside due to irrigation system . I have been calling and sending emails ONLY to be told someone will call me back and I have been added to emergency service request. I have yet to received a email or call back . I did have a plumber come out to replace my PRV inside house as well this is not the problem . I don't want to have some one dig up something and I am liable . WE pay to much money for association for no one to respond or come out to check on the problem. If i owed them Money they would be quick to sent a letter and several emails.

  Business response

  10/29/2024

  We understand the frustration and have explored every avenue on behalf of the Board and Association. The landscaper has verified that there is no irrigation running near the homeowner address. The recommendation from the Sentry team is that the homeowner consider having an independent plumber assess their main water line on their side of the meter.

  We are unable to assist further on behalf of the association as it does not appear that the issue is anything that the association is responsible for.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have contact my *** since I moved in my home in March in regards to my neighbors dog not being on leash and constantly popping in my yard everyday. They stated that I will have to call animal control for the dog not being on leash and they will send her a letter about cleaning after her dog. Then she puts a big smoker on the grass and part of it in my property. I have emailed them several times and sent them pictures and video of the bbq smoker and dog. I even had to call the police as she is constantly does what she wants to do because she know the *** will do nothing!!! Its taking a mental toll on Me because I cant seem to get acclimated in home since I have moved in. I have constantly send emails and contacted the police and they continue to do nothing even when they ask me to complete a violation form nothing is being enforced. Theres no actions and I Am frankly annoyed that they just take your money and have no cares or concerned for the residence of the community. This is very disappointing because mentally I am drained. I have to document everything as I have also had to call the police on my neighbor and I have mention this to them as well. This company should not be in business!!!!! I tried to upload the pic but the file is too big. The *** has all the pictures to support my concerns.

  Business response

  10/16/2024

  We understand the frustration and hope that some information may help clarify our role in the community. We are not a property management company, rather, we work at the direction of the Board of Directors to assist with the administrative duties associated with managing the **********************. Neither Sentry Management nor your Board of directors have any authority in neighbor disputes. We understand that communication has been established with the local Sentry team and appropriate steps have been taken on behalf of the Board. We hope that these challenges are resolved amicably.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: August/September 2024 Amount of Money Paid or Owed: The original quote was $1,500, but the final invoice is $3,192, which is a difference of $1,692.What the Business Committed to or Provided You: The *** management company came to me asking me to approve a contractors work to replace 10 pieces of wood siding for a total of $1,500 (initial estimate). They did not give me enough time to get a second opinion so i told them I was okay with that price. The plan was the ******** company would move forward with this and I, would pay back the *** for these charges. The contractor directly told me the boards needing replacement would be documented and photographed prior to painting (which never happened).What the Nature of the Dispute Is: The dispute arises from a significant discrepancy between the original quote and the final invoice. The final bill is much higher than authorized, and there was a lack of communication regarding the increase. The *** management company moved forward with the work without consulting me about this increase and is now billing me to pay the *** back. Additionally, there are concerns about the quality of work done (painting and cleanup) and damage to my property.Whether or Not the Business Tried to Resolve the Problem: I have not received any response from the business after my email outlining these concerns, indicating no attempts have been made to resolve the issues. I emailed the *** management company and the contractor who did this work on Sept 6 2024 (the day i got the invoice).

  Business response

  10/14/2024

  We did reach out to the board regarding this matter. The situation arose from the siding replacement project, where the homeowner received a quote from the vendor that did not account for the rotten wood underneath that needed replacement. This project was managed directly by the board, who have also contacted the owner of the company to discuss the situation further.
  
  The additional costs incurred are associated with the damages to the homeowners unit due to the rotten wood discovered during the siding replacement. While these costs fall under the associations responsibility,they can be billed back to the unit owner as previously explained.
  
  We have communicated this information multiple times, but it appears the unit owner remains focused on the original quoted price. We understand this can be a frustrating situation, and we are here to assist in any way possible to facilitate a resolution. We continue to share the concerns with the Board, who are the decision makers for the community and this matter.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The problem at hand involves financial management and communication issues within the *********************** (***) managed by Sentry. Despite the collection of *** **** amounting to $235 per month from each of the 69 units, there are claims that the *** is bankrupt. The situation has led to a reduction in landscaping services, with the frequency cut down to once a month due to alleged financial constraints. In addition, our gated community is now open and unable to close. Sentry alleges that there is no money to pay the electricity bill for the gate to work. Efforts to contact Sentry for clarification and financial transparency over the past two weeks have been unsuccessful, as messages have gone unanswered. As a member of the community, there is a need to understand how funds have been collected and spent. An audit from the inception of the *** is being requested to review the financial history and determine the cause of the current financial difficulties. The lack of response and clarity from both Sentry and the *** board has heightened concerns about proper financial management and accountability within the community.

  Business response

  10/17/2024

  We understand the frustration and hope that some clarification helps. 

  Oftentimes homeowners do not fully understand the role of Sentry Management in their community. We are privileged to serve associations across the nation and are hired by the Board to assist them with the day-to-day administrative functions of managing the association. We are not property managers, nor do we have decision making authority for the association. 

  We are unable to speak for the Board about association business and the challenges mentioned. We understand that the Board has communicated with the homeowners on these matters, and we will continue to rely on them to provide the communication.

  We are hopeful that this clarification helps and that the grievances expressed will be resolved as quickly as possible.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I notified Sentry Management about a water issue in my yard 3 times in the last 30 days. I received a response each time within ****************************************************** about the problem. No one ever contacts me. I try to call and only get an answer machine.

  Business response

  09/06/2024

  In reviewing this matter, we found that the complainant's neighbor submitted an ARC for landscaping rocks to be installed around their landscaping bed. The Board approved this request and installed per the ARC guidelines and drawing provided. This neighbor put a corrugated extension on her downspouts to reroute the water from the downspout and the water also sits in the landscaping beds. When we were made aware of this issue and had communication with the complainant, they said they would speak with the neighbor to come up with another solution. We sent a letter and made a phone call to neighbor to see if they could reroute the corrugated pipe. We have not received a response.

  This is not an HOA matter, and neither the board nor Sentry has any jurisdiction over this neighbor and her actions. We have found in cases like these that conversations between neighbors is the best course of action.

  Customer response

  09/06/2024

   
  Complaint: 22199343
  
  I am rejecting this response because:

  This is an HOA responsibility. HOA owns 100% of the land around our Villas. Villa owners only own the land that the Villa sits on called the footprint of the house. Therefore HOA owns all the rights to the land between the homes. When we moved in, the corrugated pipe from this down spout was under the ground and routed to the front of the yard. Now the pipe is above the ground discharging directly to my foundation. Please educate yourself with the Villa properties and land ownership. I am requesting this pipe to be restored to its original location.

  Sincerly Andrew Quargnenti 

   

  
  Sincerely,
  
  Andrew Quargnenti

  Business response

  09/30/2024

  While the association handles maintenance on the lawns and irrigation systems, the actual land is not common ground and is owned by the homeowner. Please see attachment.

  Customer response

  09/30/2024

   
  Complaint: 22199343
  
  I am rejecting this response because:

  The document that has been submitted is the building lots required by the city to know and evaluate the Villa sizes being constructed. In my closing statements I have the actual document stating that we own the foot print of the house and the HOA owns the surrounding land. 
  

  We are in Florida until May and we will not have access to these documents to provide to you. 
  

  It is unfortunate that the management company has not been advised of the land usage and ownership rights.

  I will forward these documents when we return to this address. 
  
  Sincerely,
  
  Andrew Quargnenti

  Business response

  10/16/2024

  We appreciate the response and look forward to receiving documentation. While we have reviewed the documentation we have from the association, we will also review further through other means.

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22199343, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Andrew Quargnenti

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A note was left on my vacant rental property at ******************************************************************************************** stating ******** Electric would be installing mandatory smoke detectors with no exceptions. ******************** Condominiuims, **** has assigned Sentry Management to the task of orchestrating their arrival August 27 & 29 between the hours of 9 AM & 4 PM.Im one person and cannot be in two places at one time. My second unit is 105 in the same ********** reached out to Sentry Management on four different business days spending close to 8 hours total on the phone while their phones have disconnected my calls repeatedly and getting zero cooperation in my attempt to set up a time as it is impossible for me to spend 16 hours in one of my units hoping someone will arrive. I could be waiting in one unit and they arrive in the other. The representatives avoid talking to the homeowners and make them wait on the phone line for hours at a time. I spend $358./ unit each month for maintenance fees totaling $716/month. They are extremely rude and the community specialist refuses to return my calls by phone only short inefficient emails to claim shes answered my questions. She indicated she has no desire in helping me. I left a message for ***************** at Sentry Management and he still has not returned my call. Cranes Roost Village Condominium Association **** is equally guilty for making it impossible for me to be two places at one time.

  Business response

  09/06/2024

  In reviewing the complaint, we were unable to locate any phone calls with long hold times. However, we apologize if this has been this homeowner's experience.

  In order to provide the very best service and also reduce the less than positive interactions with Sentry team members, an email was sent to the homeowner from our Division President, which in part reads:

  "Moving forward, I recommend that all concerns pertaining to your units be documented in writing and communicated directly to me. This will ensure a clear and efficient process. Upon receipt of your emails, I will acknowledge them and subsequently forward them to the Board of Directors for further guidance. I must also kindly request that you refrain from making phone calls to our office and instead submit all requests in writing, a single time. Your recent conduct has been distressing to our staff, leading some to consider resignation due to verbal confrontations. It is important to reiterate that Cranes Roost Village operates as a ************************ not an apartment complex. Our responsibilities include managing common areas as directed by the Board, not addressing internal issues within homeowners' units."

  We hope that this direct line of communication resolves any future communication challenges.
  
  

   

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  LARGE HOA SPECIAL ASSESSMENT $****** PAID IN FULL/CHARGING INTEREST IF HOMEOWNERS DO NOT COME UP WITH THE ******/THREATENING TO FORECLOSE ON THE HOUSE IF THE ASSESMENT IS NOT PAID IN FULL/ASSESSMENT IS FOR ROOF REPAIRS, BUT HOMEOWNER USED THEIR OWN HOMEOWNERS/ WHO HAS ****** TO PAY A SPECIAL ASSESSMENT FOR ROOFS FOR THE NEIGHBORHOOD/ IT IS NOT A CONDO, THEY ARE PRIVATELY OWNED HOMES/ THERE ARE MANY RENTAL PROPERTIES IN THE NEIGHBORHOOD - THIS IS A SCAM / THEY ARE EXPLOITING ELDERLY RESIDENTS WITH SCARE TACTICS.

  Business response

  08/22/2024

  We are unable to address this complaint. The information provided is not found in our records as a property in an association we are privileged to manage.
  We would be happy to review if the complainant will provide additional information, however, the complaints do seem to be all HOA related. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the first day of moving in 12/06/24, I have reported water issues soon as thier noticed. In January the first flood occurred 01/25/24 from melting snow. The alleyway behind the building formed the basement east wall. ************ streamed across the floor; it lasted a day or two. I got a carpet blower from management a & no assistance provided in regards to cleaning. Reported mold due to health issues and my complaints went discarded. Then I was told the street would be paved and that seal will eliminate the problem. Then move forward say 06/14, reported a small leak. Maintenances neglected to locate the issue &/or to repair in a timely manner. This basically created a hazardous situation because it was leaking sewage. Maintenance guy confirmed extended mold was due to leaking. It was quote, leaking longer than what expected. Black mold quickly formed and later confirmed by the local health department. My insurance stepped in and if that wasn't enough. Management misled me a month into thinking another unit would be available for to move. It was supposed to be the same price and even promised not to push me into a new lease or so she said. Then a sign new lease email pops up 7/14 creating more stress. Then on 07/15/24 the unit was not available. I had a truck with movers outside all waiting for me. Management sole concern was showing new renters the same unit that was set to be repaired. It was claimed to be a typo but this is through correspondence for a full month. Corp for the management company will not communicate with me directly. Noticed $500 concession for January and June. My health was hindered creating sinus infections & respiratory issues. Then to misled someone after neglecting assist to maintain your responsibilitie speaks volumes! I can't trust it was all put back accordingly & there's clearly no truth at all but I'm still paying them rent. I upheld my responsibility as the tenant, now this so called management company needs to take ownership.

  Customer response

  08/13/2024

  ******************** is the acting manger for The ****** Group & the corporate office is located *************************************************. The name of my building is Artspace Lofts **********************************************. This same person has been misleading my well over six months now. They admitted to neglect & this all could've been avoided if she did her job. The mold was there so long I had to file a insurance claim through Lemonade my policy holder. She had me to lease a truck and movers on the day we decide to say it was a typo for the entire month. I have endured so much, it maybe easier to email everything. I've been paying these past few months and could sit here long. I've has respatory issues & sinus infections due etc to black the mold.

  Customer response

  08/13/2024

  ******************** is the acting manger for The ****** Group & the corporate office is located *************************************************. The name of my building is Artspace Lofts **********************************************. This same person has been misleading my well over six months now. They admitted to neglect & this all could've been avoided if she did her job. The mold was there so long I had to file a insurance claim through Lemonade my policy holder. She had me to lease a truck and movers on the day we decide to say it was a typo for the entire month. I have endured so much, it maybe easier to email everything. I've been paying these past few months and could sit here long. I've has respatory issues & sinus infections due etc to black the mold.

  Business response

  08/22/2024

  
  Sentry Management is an association management company and does not provide any property management services.

  We are unable to address this complaint as we are not affiliated with the apartment complex identified by a ****** search of the address provided above.
  

*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. ↩