Sentry Management Inc

The customer is a homeowner in an association that Sentry Management serves as the managing agent for the elected Board of Directors. The timeline stated in the complaint is generally correct. It is very admirable that this homeowner takes such an interest in his community
association. However, the complainant is not privy to the complexity, the amount of communications or the effort necessary to finalize the reinstatement packet. While there has been an initial submission, before final submission of the reinstatement packet, a Tax Clearance for the Coachlight Nonprofit Corporation Tax Clearance application, because of an error made some time ago. The Tax Clearance paperwork is in hand and all the packet information is prepared pending the official signoffs by the board. This process should be finalized shortly, however we cannot, in good faith, commit to an arbitrary March 17th date

Initial Business Response /* (1000, 7, 2015/06/28) */
We apologize for the delay in responseThe complaint was directed to another office and forwarded to the StCharles office
The consumer is a homeowner in a mandatory community associationSentry manages the community at the direction of
the Board of DirectorsThe issue concerning the sod installation is a warranty issue with the homebuilderWhen the April request was received, it was referred to the Board for directionWe were advised that the sod area under the deck is in question and had been replaced once but will not survive because there it does not receive proper sunlight
The irrigation system is not generally utilized during the winter and spring months per the Board's directionAn inspection did occur in May and repairs were made to make it active in early June
The replacement of the rosebush has been bid, approved and given to the landscaper to completeit will be replaced when the weather is conducive
The former community manager assigned to the account did retire but the new manager will contact the homeowner to introduce herself and give a status report to the homeowner on all of the above

The reviewer's frustration is understandable since, due to a change-over to a new system, her association's coupons were delayed. Future mailings will be mailed significantly earlier before the due date of the assessment. Her association's board has a written policy stating a grace
period is allowed and will not be "deemed delinquent" until January 31, 2017. So she still has an ample period of time to make payment without incurring late fees or penalties. The community governing documents, which the reviewer received when purchasing her home, states that assessments are due January of each year, with or without notice or coupons. So she has the information needed to make payment without waiting for our mailing. Respectfully, *** *** ***Director of Corporate Marketing

Complaint: [redacted]
I am rejecting this response because:Starting July 1, 2016, SENTRY Management, Inc. had 96 days
to act before COACHLIGHT Townhomes Association, Inc. was administratively
dissolved by the Secretary of State of Missouri for a “Failure to maintain a
registered agent”.  SENTRY has had 158
days after dissolution to complete the subsequent reinstatement process.  If SENTRY is unable to provide the Secretary
of State Office with a completed reinstatement packet for COACHLIGHT by March
17, 2017, I ask that SENTRY please provide a date to which they will commit to
finishing the job.  I would appreciate it
if the Revdex.com would then keep this complaint open until SENTRY fulfills
their commitment.  Thank you.
Sincerely,
[redacted]

See attached.

For part of the year, the customer paid association dues to another management company before the account was transferred to Sentry Management.  The payment issue occurred during the change-over period.  the Community Manager has talked to and exchanged emails with this homeowner several...

times and it appears, from our records, that she is still missing a payment.  Her entire ledger history was provided to her on January 4, 2017 so she could see monthly assessments and when each payment was credited.  She has provided us some documentation (a payment schedule for automatic payments) but has not sent us the actual ACH transactions file from the bank showing proof of payments.  If there is an electronic payment for that missing month that was not properly accounted for, we will correct it.  In the meantime, Sentry is obligated to enforce the Board of Director's policy on late fees as long as the homeowner account is officially showing a missing payment.

Contact Name and Title: [redacted] VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sentrymgt.com
September 27, 2015
This is in response to a Consumer Complaint to the Revdex.com # XXXXXXX
West End Management and Leasing (West End) leased the property at [redacted] # [redacted]...

Missouri September 1st, 2012 at 1650.00 per month. West End procured a potential Tenant through an application process. Attached to the results of the application the potential Tenant wrote a letter to the owner explaining that he would be a good Tenant and was accepted by the owner to lease the property. Owner was charged a full month`s rent per our listing agreement (contract).
West End was hired for Management Services that included rent collection. Late rents were pursued successfully and proactively during the rental period through Letters, phone contact and e-mails to the Tenant. Rent proceeds were collected many times without late fees being paid by the Tenant. Rent proceeds were forwarded to the property owner monthly, less management fees earned by West End per the management contract. There is a full accounting of the Tenants pay history beginning with a balance brought forward 12/31/2013 of 82.50 to begin the 2014 lease year (see attachment) This statement was provided to the property owner [redacted] monthly thru the term of the lease.
There was never a lackadaisical attitude about collecting the rent from this Tenant (see attachment pay or quit letter) There were 2 periods in 2014 that rent was not paid but continuous efforts by West End to keep the account current produced 2 rent payments in March and 2 rent payments in April 2014 to bring the account current except for late fees. Please Note: there was also no direction from this owner to begin the eviction process, in fact the owner did not make herself available by phone and rarely returned phone calls or e-mails from the property manager or Leasing Agent.
The Tenant moved out in January 2015 (lease Termination date February 29th, 2015 without proper 60 day notice required in the Lease document. Rents owed are for December 2014, February 2015 plus all accrued late fees. The Tenant left no forwarding address. Many attempts were made to contact this Tenant with no response. A demand letter was sent to the address of residence and a separate letter sent certified mail the Tenants co-signer (Father) with no response.
It was suggested by the West End Property Manager that an Attorney be contacted on February 13th 2015 and again March 10th 2015 in order to start the collection process. West End extended an offer to assist with changing locks to protect the property and cleaning the property due to the owner living out of town.
West End was instructed by the owner via e-mail to surrender the keys to the property to a [redacted] sales agent on February 11th, 2015. West End stayed involved with getting a bid for cleaning the property, hiring the cleaning person and changing the locks until March 11th without compensation. There were no funds in Ms. [redacted] West End escrow account to pay these vendors but West End made arrangements to have the work completed and bill the owner directly as an extra service. The key was surrendered to the sales agent March 11, 2015. Nothing prevented the owner from returning the property to an active listing on the sale or lease market from January 15th 2015 to the present time. The losses of rent to the owner from the Tenant are $3830.00 plus any legal expenses to collect the arrears.
While we are certainly sorry that Mrs. [redacted] is dissatisfied and has had to file suit against Mr. [redacted] (the Tenant) and possibly his father (Co-signer), the fact remains that we were not obstructionists and did perform management services well into April 2015, without compensation as mentioned earlier.
Although we are not involved in the lawsuit, any pictures that can be located can be forwarded to Mrs. [redacted]. Should there be any additional information Mrs. [redacted] is welcome to contact the property Manager.
[redacted] Manager
[redacted],
Vice President/Division Manager

We apologize to this homeowner for his account showing a balance due.  The issue is not resolved.  We have removed the annual assessment fee and charges due for the time after the house was transferred to the new owner.  It appears that our Closing Department never received notice of...

closing or Deed transfer from the Title Company when the property was sold.  Respectfully, [redacted]Director Of Corporate Marketing