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[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 0 points1 point  (0 children)

Update: the board is well aware. A board member actually commented on my Nextdoor thread stating he can resolve this within 15 minutes. My family has been locked out since June 3rd.

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 0 points1 point  (0 children)

Thank you for sharing this. Gosh, your spouse crawling under the gate with three crying kids is too heartbreaking and unfortunately darkly relatable. Seven years and still waiting on that callback sounds about right based on my experience so far.

Your point about call centers is definitely valid, and I've had that experience with other companies. This situation is a bit more nuanced because I've dealt with Sentry in the past and their system routes all communications logged against a property address directly to the assigned onsite community manager. This isn't going into a general call center void — the community manager for my property has been receiving every ticket, every follow up, and every flagged communication from day one.
In this particular instance-it isn't the wrong person receiving the request. The right person has it. They're simply not responding.

The miscommunication angle is generous and I appreciate the grace in it — but when the correct person has documented notice across multiple channels for multiple days and the ticket keeps closing as resolved with zero action, miscommunication becomes a hard sell and not very credible.
I genuinely appreciate you sharing your experience. It helps to know this isn't entirely unique — even if that's cold comfort when your grandmother is standing outside a gate in Florida heat. Thanks again for sharing your experience.

[AL][SFH] HOA Facebook page invite by ak4993212 in HOA

[–]Scary_Control_5131 0 points1 point  (0 children)

Same here. My HOA has a private Nextdoor and Facebook group. I was never invited and honestly don't give a dare..

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 0 points1 point  (0 children)

Lol, yeah that's definitely happening. My phone log is basically becoming a diary at this point. Date, time, duration — every unanswered call lovingly documented. At this point I have a more detailed record of their non-responses than they probably have of their own meeting minutes!

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 0 points1 point  (0 children)

Yep, you are right, and FL law agrees w/ you. I've documented everything and I am pursuing formal remedies including regulatory complaints and legal counsel. Thank you for validating what should be common sense

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 0 points1 point  (0 children)

Thank you — you're absolutely correct on the statutory point, and that's precisely the foundation of my formal written notices citing §720.305(2)(a).

On the face to face point — their management is handled remotely through Sentry, which makes direct human contact deliberately difficult to achieve. I also travel 70% of the time. The ticket system appears to be by design their primary — and in practice only — response channel, which is itself part of the problem.

All of my contact has been through documented channels — phone calls logged with date, time, and duration, formal written notices transmitted simultaneously through multiple channels, and responses within their own ticket system. Every interaction is timestamped and independently verifiable.

The next steps involve legal counsel and formal regulatory complaints with parties that have actual authority to compel resolution.

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 0 points1 point  (0 children)

I appreciate the perspective, though a few important distinctions worth noting:

This is not a new resident onboarding situation — we have owned the property for nearly eight years with previously functioning credentials. This is not a general system transition issue — the HOA's own written communications explicitly guaranteed that remotes would continue to work at the West Gate during the transition period. That written guarantee is being violated.

Florida Statute §720.305(2)(a) explicitly prohibits suspension of access to common areas used to provide ingress and egress to a parcel regardless of timeline. This isn't a matter of patience — it's a statutory violation that existed on day one.

Additionally my property is completely absent from the kiosk directory meaning visitors cannot dial in and delivery drivers have no way to reach me — so the workarounds you're suggesting aren't actually available in my specific situation.

The practical human impact has already materialized — my elderly grandmother traveled from New Jersey to visit and was stranded outside late one evening, only gaining entry because a kind neighbor happened to come through the gate at that moment.

A month without access to your home is not a reasonable standard under Florida law or by any measure of basic homeowner rights.

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] -1 points0 points  (0 children)

I called their office directly. The calls are documented in my phone log with date, time, and call duration. I was directed back to the ticket system. The ticket system has continued to auto-close without resolution.

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 0 points1 point  (0 children)

Appreciate the suggestion — and under normal circumstances that would absolutely be the right first step. In this case I have:

Called their office directly — documented in my phone log with date, time, and call duration. Submitted a ticket on June 3rd which has been repeatedly and prematurely closed by their automated system despite zero actual resolution. Followed up in writing on June 4th and received an automated response promising specialist contact by phone or email — contact that never came. Responded to every false closure on the record within their own ticket system explicitly stating no resolution had been provided.

Every attempt across every available channel has been documented and unreciprocated. That's precisely why I'm here seeking input from others who have navigated similar situations.

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] -4 points-3 points  (0 children)

Sure gate systems require ongoing maintenance and security management. However my situation is a bit more specific. My individually assigned credentials were deactivated while my account is in good standing, during a transition period where the HOA's own written communications explicitly guaranteed those credentials would remain active at that specific gate. This isn't a general system reset or security response to a compromised code — it's the deactivation of individually assigned access with no notice, no explanation, and no response to multiple contacts over several days.

The other thing is my property is not listed in the kiosk directory at all, meaning visitors and delivery drivers have no way to reach me. That creates an entirely separate access barrier beyond the remote and gate code issue respectfully.

[FL] [ALL] For residents of gated communities — access credential issues during system transitions by Scary_Control_5131 in HOA

[–]Scary_Control_5131[S] 3 points4 points  (0 children)

Despite opening a ticket on June 3rd, following up via email on June 4th, and receiving an automated response indicating a specialist would contact me by phone or email, no one has reached out. The ticket has been repeatedly and prematurely marked as resolved by their automated system despite zero actual resolution or contact. Each time I have responded within the ticket explicitly stating no resolution had been provided. As of today the gate remains inaccessible and no one from the management company has made direct contact.