ComplaintsforSentry Management, Inc.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I setup autopay for my HOA payment through ClickPay as directed by Sentry Management. For the past 20 years I have always paid by check the Full Amount ($560) at the beginning of each yearly cycle instead of the quarterly ($140) . On the clickPay website there is a tick box for Quarterly payment or Full Amount. I selected Full Amount. I received a notice from Sentry Mgmt on the second quarter that I was delinquent. I called sentry Mgmt and spoke to a *** who told me it was a ClickPay issue and suggested I call them. I called ClickPay and they told me it was because of how Sentry Mgmt request payment and it wasnt their problem. I then called Sentry Mgmt back and she logged into my ClickPay account and made some change to rectify the payment cycle issue. She said they can only request from ClickPay a quarterly payment, not a Full Year so having that tick box made no sense to here either. She suggested I login and manually make the second quarter payment to get me up to date which i immediately did. There was a $160 late fee on there which I felt was incorrect to ask for as it wasnt due to any fault of mine, but due to a mismatch in wording on the ClickPay site VS the way Sentry Mgmt bills. I brought this issue up with Sentry Mgmt and they didnt care and insisted on their late fee. Which I am currently paying as Im not some sort of criminal as they are making me out to be.

  Business response

  08/22/2024

  We understand the frustration and after reviewing the account we understand where the confusion lies. 

  In choosing full amount, an owner is requesting that the full assessment amount be paid. Since the association has quarterly assessments, this will always reflect the full amount of one quarterly assessment.

  Sentry does not have authority to waive any fees, as the Board of Directors for the association makes those determinations. This matter was put before the board and denied.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unauthorized Charge: ******** account was mistakenly charged $1,368.75 instead of the authorized $494 monthly fee.Initial Notification (August 2): The error was reported to Sentry Management, requesting an immediate correction.Unhelpful Response: The response from Sentry Management was a generic request for proof of payment, despite clear evidence being provided.Provided Evidence: Detailed transaction histories and a ClickPay statement were submitted, showing the error.Repeated Requests: Sentry Management continued to ask for unnecessary documentation, such as an ACH report, ignoring the provided evidence.System Error Ignored: The error was due to Sentry Managements automated system, but no acknowledgment or correction was made.Lack of Resolution: The issue remains unresolved due to Sentry Management's ineffective and dismissive responses.

  Business response

  08/21/2024

  In reviewing this matter we found that the refund has been provided and the issue is resolved. If more information or assistance is needed, please contact us and we will be happy to help.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved in a year ago and very quickly discovered that water is pouring in from the deck every time it rains. Ill come home and find a huge puddle in my living room. They had sent an email out several months ago saying someone was going g to come out and take a look. No one ever did. Upon checking in with management they said the guy never showed and they are doing their best to get it handled. Several months later Ive heard no response Ive now sent out 4-5 emails about my concerns that Ill have damage to my property as it is A LOT of water coming In (it is getting worse I even see cracks forming on my deck) and now feel ignored as its been months and no one is replying to any of my emails. As a new home owner , this is very disappointing to already be having these type of issues so early on .

  Business response

  09/06/2024

  We understand the frustration and apologize for the delay. In reviewing this matter we have found that there was miscommunication on the repairs completed. The homeowner will receive communication from the Sentry team outlining the steps and timeline for resolution, as well as possible access requirements. We appreciate the opportunity to resolve.

• 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

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased lawn care products for my HOA and emailed the receipts to Sentry Management for reimbursement. The reimbursement was approved by my HOA in 5/24. Sentry emailed an approval confirmation for me to be refunded on 5/3/2024. I have been calling Sentry since 5/14/24 to 8/5/24 check the status of my refund, and being told the check is being processed. This continues to be an unacceptable, unresolved issue.

  Customer response

  08/20/2024

  Hello,
  On 8/6/2024, I was able to get a respond from ***********************, Sentry ************** Director. **** informed me the accounting department was unable to read the receipt and made no attempt to reach out to anyone. I emailed a copy of the receipt to ****, and she forwarded it to their accounting department. I received the reimbursement check via on 8/19/2024. Thank you for your concern and follow up with this matter.

  Business response

  08/22/2024

  This matter has been resolved at the direction of the Board.

  Customer response

  08/22/2024

   
  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

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My client owns a condo managed by Sentry. They were in arrears on condo dues. They paid the arrears over a month ago but Sentry accounting system refuses to credit the payment. As a result, my client can't log into the community portal and has been prevented from making additional payments that are due. Now, my client is accumulating penalties because the Sentry system refuses to let them pay. The Sentry personnel have given dozens of lame excuses for why they put my client in a Catch 22 position but still refuse to credit the payments made. For about a week, Sentry personnel - ******(?) ***** - have been ghosting us and refuse to return calls....always some excuse about being in meetings. PERHAPS THEY SHOULD HAVE LESS MEETINGS AND ACTUALLY PERFORM THEIR WORK.

  Business response

  08/21/2024

  Our records indicate that this matter has been resolved. If there is anything further we can do to assist, please reach out to your Sentry team. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I mailed check 3977 on February 12th to pay my annual assessment. The check didn't clear for a few weeks, so I went to the office on March 5th and presented check 3979 in person and it cleared the bank on the 7th. I placed a stop payment on the first check because it was lost. I was told if the check turned up it would be destroyed. Sentry attempted to deposit the original check on March 31st, and it was retuned because of the stop payment. Sentry then billed me $30 for their error. I made several phone calls and sent a couple of emails along with a visit to the local office to resolve this matter. I only received an email stating that this fee couldn't be disputed. I paid the $30 to avoid a lien being placed on my property. I shouldn't be held responsible for their attempt to steal money from me by cashing the check. My account clearly showed no money was due.

  Business response

  08/07/2024

  We apologize for the less than positive experience this service interruption caused. Our review shows that the *** Fee was waived/removed from the owner's ledger (in July), and the owner shows a $30.00 credit. We hope this satisfactorily resolved the matter and we look forward to providing exceptional service moving forward.

  Customer response

  08/07/2024

   
  Complaint: 22064518
  
  I am rejecting this response because:

  I want the money refunded to me. 
  
  Sincerely,
  
  ***************************

  Business response

  08/23/2024

  A refund check request has been submitted and the check will go out soon. Our apologies for the assumption.

  Customer response

  08/24/2024

   
  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 25, 2022, I reported a water leak by the meters in our community to Sentry Management. The initial response from indicated that due to the ownership structure of the water pipes, individual owners were responsible for addressing the issue. It was also stated that Sentry Management would attempt to identify the problem by engaging a contractor.However, despite these assurances, no further action or communication has been taken over the past two years to resolve the issue. I've reached out to Sentry Management directly, as recently as last week, and no response or action has taken place. The leak has continued, resulting in an ever growing stagnant puddle that has become a breeding ground for mosquitoes and emits a foul odor. The presence of wildlife drinking the water has further exacerbated the problem.Charleston Water conducted a thorough 2 week investigation and confirmed that the issue is not on their side. Despite this Sentry has failed to take any action to address the problem. This has led to a persistent and worsening situation that not only causes daily inconvenience but also presents potential health hazards to the community.I am seeking the BBB's assistance in resolving this matter with Sentry. Specifically, I request the following actions be taken:Immediate engagement of a contractor to identify and repair the source of the leak.A clear timeline for the completion of these actions.Communication with all affected homeowners regarding the steps being taken to resolve the issue.Review and improvement of the HOA's policies and procedures to prevent similar delays in the future.The failure of Sentry to address this issue promptly and effectively is unacceptable. This complaint seeks to hold Sentry accountable for their inaction and to ensure that they take the necessary steps to rectify the situation.Thank you for your attention to this complaint. I look forward to your assistance in resolving this matter.

  Business response

  08/02/2024

  We understand the frustration this owner has experienced. In reviewing the matter we found that it was investigated at the onset, with the determination that resolution is the owner's responsibility. The Sentry team is working directly with the homeowner and the water company to determine any possible next steps to resolution. We hope that the open communication with the Sentry team will help clarify our role in the community.

  We are not the decision makers and work at the direction of the board. Oftentimes homeowners have an incorrect perception of Sentry Management, and will we have no authority to engage vendors. However, in our purpose is to nurture communities we are all proud to call home, we will work diligently to find avenues to resolve owner challenges and present to the board.
  
  We are hopeful that the *********************** will shed some light on this matter and that is can be resolved quickly.

  Customer response

  08/04/2024

   
  Complaint: 22062660
  
  I am rejecting this response because: The company has been in contact with me, but the finger pointing has already begun and the issue is unresolved. Additionally, the total lack of communication for 2+ years as well as the current difficulties trying to get someone to take ownership hasn't been addressed at all. As noted in the multiple emails sent to Sentry Management trying to get a response, it was noted by Charleston Water, following a 2 week investigation and repair project, that the issue is on the company/property side. The last communication from Sentry:
  
  On Friday, June 3, 2022 at 10:32:06 AM EDT, *************************** <***************************************> wrote:
  
  "I received your email regarding the water leak and have seen pictures of the concern. The way the association is set up makes it very difficult for the community to take action as owners own the water pipe all the way up to the meter (and are likely being charge for water usage) in which the water company owns the line after the meter.  I will need to discuss with the Board of Directors but Im fairly certain the best the *** can do is identify the problem (which will take time to get a contractor out there) in which to advise an owner of the leak to repair/cover the cost. 
  
  Thank you
  
  ***************************
  Sentry Management
  Sent from my iPhone"
  
  Apparently, this discussion never happened. Even now, trying to get the issue addressed again since the problem is literally at my front door, has taken a little over a month for get any response from Sentry Management. Trying to get a business to do what it's supposed to in the first place is exhausting and beyond frustrating.
  
  Once the issue has been resolved, I'll be happy to remove the complaint completely.  
  
  Sincerely,
  
  ***********************

  Business response

  08/22/2024

  We do empathize with the owner and understand the frustration this situation caused. We also believe we are doing all we can in our position. 
  The assertion regarding lack of communication is simply untrue, and the attached document contains the initial determination from Charleston Water back in August 2022, along with the very latest communication with the owner this month.
  
  We are unable to do anything more than keep attempting to obtain information for the owner.

  Customer response

  09/02/2024

  Please keep this complaint open. While I have heard back from the business, thus far they have taken no real action and the issue remains unresolved. I'll be happy to close out the complaint once the water problems have been addressed, but so far, the only thing I've gotten from the company is a lot of finger pointing and empty promises. 

  Customer response

  09/03/2024

  Please keep this complaint open. While I have heard back from the business, thus far they have taken no real action and the issue remains unresolved. I'll be happy to close out the complaint once the water problems have been addressed, but so far, the only thing I've gotten from the company is a lot of finger pointing and empty promises. 

  Business response

  09/19/2024

  *** went out to the property, and they once again determined that the leak this homeowner is concerned with is not on their side of the water meters. Since the Association has already paid a leak detection specialist to come out to the property, the Board was contacted for advisement after ***'s recent visit.
  
  Per the Master Deed, apparatus that exclusively serves a unit is a HO responsibility. In that light, the board determined that they would not spend any more money to satisfy this HO and explained that every owner in the building will need to hire their own plumbers to have the individual leaks resolved.

  We understand the frustration and wish there was a better outcome for this matter.

  Customer response

  09/27/2024

   
  Complaint: 22062660
  
  I am rejecting this response because the issue remains unaddressed. At this point, Sentry Management and Ashleytown HOA are refusing to fix a potentially hazardous condition literally at my front door because the right person hasn't reported it. This doesn't change the fact that the problem still exists, I'm still dealing with it, and neither Sentry or Ashleytown HOA are willing to do anything to address it. Instead, they hide behind be bureaucracy and red tape. 
  
  I reject this response and will continue to reject any and all responses until the issue has been fixed.
  
  Sincerely,
  
  ***** ******

  Business response

  10/16/2024

  As stated previously, we understand the frustration. Unfortunately this has been deemed a homeowner issue, and the *** has completed the review process to come to this conclusion. We are not the decision makers for the community and are unable to do anything further.

  Customer response

  10/27/2024

  I reject any and all responses from Sentry Management that don't involve fixing the leak, as shown in the current attached photo. Sentry needs to stop hiding behind red tape and bureaucracy. Instead of telling me what they can't do, Sentry needs to tell me what they can do. For example, fix the problem and bill the owner. Or at the very least (and I stress the "least" part), track down the owner and push them to make repairs.
  
  Until the leak is properly repaired, the complaint remains open and the issue is unresolved.
  
  ***** *.

  Customer response

  10/29/2024

  I reject any and all responses from Sentry Management that don't involve fixing the leak, as shown in the current attached photo. Sentry needs to stop hiding behind red tape and bureaucracy. Instead of telling me what they can't do, Sentry needs to tell me what they can do. For example, fix the problem and bill the owner. Or at the very least (and I stress the "least" part), track down the owner and push them to make repairs.
  
  Until the leak is properly repaired, the complaint remains open and the issue is unresolved.
  
  ***** *.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******************************** gave me a lawn violation (6/6/24), I wasn't contacted about it by phone or email just received a fine in the mail. Long story short I disputed the violation, because the lawn issue was done by the previous homeowners. I cleaned up the debris and planted the grass seed where there was no grass. I provided pictures as proof before and after that was from April 2024. Administrative *************************** from Sentry Management closed out the case in my favor, because she seen the before and after images. The fine was never closed out and has been accumulating even though I asked them to close it out on multiple occasions. I reached out to them by phone several times and never get to a resolution just told they couldn't get in touch with the property manager, and they left a voicemail for them to contact me which they never do. I've been going back and forth with *************************** in email and it doesn't seem like its going to get resolved this has been going on for months.Sentry Management is not operating like a legitimate business, it seems like there out to just create revenue off of fining homeowners for non-legitimate reasons. There are complaints all online about how there fining people over non legitimate reasons. Take a look at the ****** reviews for Sentry Management for the location at Address: ****************************************************. They need to be investigated. I would like the automatic billing to be stopped I dont owe them any fine payments. Ive disputed the non-legitimate violation. Ive attached the email communications showing that they closed out the violation, that should have been given to the previous homeowner last year.

  Business response

  08/02/2024

  In reviewing this matter we are pleased to report that a potential resolution has been provided by the Board and the homeowner will receive communication from their Sentry team shortly.

  Customer response

  08/02/2024

   
  Complaint: 22024380
  
  I am rejecting this response because: The response doesn't say they corrected the billing. I successfully disputed the lawn violation and provided them proof that there was no grass in the large circle in the front yard before I moved here. I'm the homeowner who improved the lawn cleaned up and planted grass and should not be fined anything. If someone disputes anything there should be no fine with it. For example, if someone has a traffic fine and disputed it to be incorrect, they still don't get fined or have to pay anything.

  I need a response as in they fixed the billing issue and I no longer will be harassed with bill due notifications in via paper mail. No one has reached out to me about this after my final email that I sent to *************************** at Sentry Management back on July 18, 2024 which I also shared with the BBB.

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

  Business response

  08/21/2024

  We apologize for the delay.

  The account will be corrected. The board has agreed to dismiss/waive all fines, and a request was submitted 8/8 to make adjustments to the homeowner's ledger. At this time we are only pending accounting adjustments. We are confident that this matter will be completely resolved soon.

  Customer response

  08/21/2024

   
  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

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the past year I've been requesting a phone call regarding our association rights and problems on the property...I have never been able to have anyone call me back. It's regarding my safety in this community. They are our property manager for I was told till the builders released it for us to have our own say in whats being done here. They did a great job resolving our landscape issues but now there are pool issues with homeless people using the pool and the utilities in the bathroom. The locking system is not working and we were supposed to be allowed in only with a code now the gate is never closed and the fence is so low that homeless people are jumping over to use the facilities...it's very unsafe knowing that. I requested a call back several times and never received one and I feel this is very Unprofessional! They have addressed issues by emails In the past but at this point we need to have a Conversation and meeting to discuss how to Resolve this issue... Sincerely, *********************************

  Business response

  08/02/2024

  In reviewing this matter, we found that the Sentry team has been working with the board to determine a path to resolution. We apologize for any communication oversight, as it does take time to communicate with the decision makers for the community. We understand that information has been shared with the owners outlining the steps approved by the Board. We are hopeful that this matter will be successfully resolved very soon.

  Customer response

  08/02/2024

   
  Complaint: 22009775
  
  I am rejecting this response because We need to have a community meeting to discuss the safety Living here if you are continuing to manage us...
  
  Sincerely,
  
  *********************************

  Business response

  08/07/2024

  We appreciate your feedback and have shared your concerns with the Board for any further action.

*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. ↩