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Complaint Details
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Initial Complaint
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 24, 2023, this association sent maintenance workers out to my house without a confirmation or permission from me. The maintenance workers were sent out to fix my bathroom ceiling that was caused by water damage from the roof. However, as I said, I did not give the association permission or confirmation for that date. They showed up on their own assumption. The maintenance workers told me they were concerned that the association sent them out with out a confirmation and that it was no big deal to plan to come back on a confirmed date. However, they did not tell me I would receive over a $300 charge for this event. When I received the over $300 charge, it was not a detailed invoice. I had to call several times to figure it out that the charge was for supposedly for rescheduling. I tried getting this issue settled a couple weeks ago with multiple phone calls, and finally providing one final email on this issue. In the email I provided proof that this claim is fraudulent and that I never confirmed that date. Unfortunately, nobody has gotten back to me yet. On top of that I am now receiving late fee charges for this fraudulent over $300 charge. Not only am I dealing with this issue, but it also took months for my bathroom to be fixed. This was because the condo was trying to avoid financial responsibility. It wasnt until I told them that I found it in their condo policy that they need to fix internal water damage caused by a common area a.k.a. the roof. At this point, I would like assistance in dealing with this association. I would like the association to remove this fraudulent charge from my account with them. As well as, remove the ridiculous late fees. Thank you.
Business response
05/03/2023
The Owner resides in a *********************** which is managed by a ***** of **************** All charges assessed to units are at the decision of the *****. As such, I do not understand why this complaint was filed against North Point since we are the management company. Per the Association's governing documents and NH RSA 356-B, the management company does not make the decision on charges to assess to a unit owner, nor do we have the authority to remove those charges, The correct process would be for the owner to submit in a fee waiver request which would be presented to the ***** for their review and consideration. She can submit that request in through her web portal and it will be presented to the ***** to review at their next meeting.
Again, North Point did not have this charge assessed to her account and we can not have it removed. The only group that has this authority is the ***** of **************** As such, there is no basis for this complaint and the Owner should submit in a fee waiver request.
Initial Complaint
04/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a trustee of a condo association, serviced by North Point Property Management (NPM) from November, 2021 to March, 2023. This complaint is regarding NPMs 2022 tax preparation services provided to our condo association. In summary, NPM: did not provide the 2022 tax preparation services through the service provider the Board elected (a qualified *** with an IRS-issued PTIN); substituted that service with individual(s) at NPM whose qualifications were not provided; did not disclose such substitution of services with less qualified staff until I asked; presented and filed tax forms that were later determined to include errors; invoiced the association for the service at the rate for the ****provided service, despite the service not performed by the *** we elected to perform it ($425); transferred the money from the condo associations trust account to their own account to pay the invoice without trustee knowledge or approval for use of a different provider; and has not responded to multiple questions and requests to refund the trust.It is a misappropriation of condo association trust funds by NPM by substituting their own staff for services without disclosing it (until I asked), then billing, approving and completing the payment for tax preparation services that were substantially different than what the trustees elected. It also conflicts with our Management Agreement which states that the Board has sole responsibility to select vendors for services.I left voicemail messages and multiple emails to office manager, property manager, NPM proprietor and the vice president of client services to ask who prepared the tax forms, the qualifications and if the paid preparer section of the form was completed before filing the forms. No one responded.Later, after a line-by-line review, we had questions and found errors on the state and federal forms. I asked NPM about these findings and have not received a response.Business response
04/27/2023
On December 8, 2022 North Point sent notice to the ***** of **** Hill concerning year end items which included whether the ***** wished to have taxes prepared using the services of an outside CPA firm. The ***** did not respond to this request and, as such, was not added to the list of Associations sent to the outside CPA.
On February 28, 2022 the ***** asked about having the taxes prepared and they were informed by ******************* that North Point would prepare the taxes and could either mail them or have them delivered to them since they were leaving the Management of North Point. The ***** responded that this was agreeable. The taxes were prepared and provided to the ***** as they requested. Since they did not respond to the December 8, **************************************************** accordance with the email sent on March 3, 2023 to the ***** and *********************
The taxes were in fact hand delivered to ******************** who signed them and they were then sent to the *** and *****************************. At no time before filing due the ***** or ******************** complain or reject the prepared taxes. As such, they received the benefit of the service and now are seeking to be refunded money for services provided. Most importantly, if the ***** of ******************** required that the taxes be prepared by a CPA that could have responded to the initial notice sent on December 8, 2022, the email of March 3, 2023 or rejected the taxes received and then signed by the ******************** as a member of the *****.
Customer response
04/27/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
In response, please see the correspondence I attached to the complaint as well as this response which does not satisfy our complaint. On page 1 of the *** 2022 Taxes Corr pdf, you will see the December 8th memo notifying ** of the option to obtain a group discount with the same *** *** partnered with previously. The bold and asterisked text at the bottom of the page is referred to as "negative consent." ********* was to email Ally by December 16th to opt OUT of the service. As the Board did not email Ally by December 16th, we thereby elected IN to the service.
When I sent Ally an email on February 28th to inquire about the status, I forwarded this negative consent memo that *** sent ** on December 8th. This indicates our expectation that we were taking advantage of the discounted service by the *** ************************ On page 3 of the same pdf, you'll see the text of ****'s March 3rd response to the Board. Contrary to ***'s response, there was no offer for *** to prepare the taxes at that time. In fact, it simply states "...the taxes are prepared..." And there is no indication by whom. The belief by the Board prior to and on the day I signed the forms was that *********************** prepared our taxes. Contrary to ***'s response, this lack of transparency is what led to the multiple email complaints I filed with ***. These are part of documentation submitted to the BBB with our complaint. If *** had disclosed to the Board at any time that our Association's tax forms were prepared in house, the Board would not have elected to move forward. ********* definitively elected the services of a qualified *** to prepare our 2022 taxes, the same one who filed our taxes the year before. If *** had informed ** of any change in the services we elected, the Board would have rejected the services of an individual with unknown qualifications to prepare our forms, and sought *** services elsewhere. ********* would also not have knowingly paid the such a high rate for a tax preparer who was unwilling, unable or lacking credentials to sign as a Paid Preparer with a PTIN issued by the **** an extremely important element to our selection for this service.
All of this is borne out by the email correspondence provided with our complaint. It shows that, on March 9th, on behalf of the Board, I asked Ally if *********************** prepared our taxes. On March 10th, she responded to say that they were prepared "in house," to which I immediately responded by calling Ally and and *************************, our then-property manager. I followed up via email to request that *** not file the taxes as we did not know who filed them, the qualifications of the individual or whether the individual signed in the Paid Preparer section with proper PTIN issued by the IRS.
*** billed ** for the service at the same rate they billed other Associations who actually received the services of ***********************, the qualified ***. As we also show in our correspondence to ***, our line-by-line review of the tax forms show obvious errors - more evidence that the individual who prepared our tax forms was not qualified to do so. Yet *** approved the payment of that invoice and transferred money from our Association's trust account to their own account. Our Association maintains that the Trust should be reimbursed the $425 *** transferred to their own account without proper disclosure or consent for services.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Business response
05/02/2023
The respondent is leaving out one specific and important fact that they had provided notice to terminate their contract with North Point. As such, North Point continued to provide services per the agreement but would not proceed with additional services absent a specific request from the Board. In this instance, the Board failed to provide any response that they wished North Point to provide tax return services in connection with the December 2022 notice. What ******************** is stating is that the Association could provide notice of termination of the management agreement, but that North Point should not expect a response from them concerning providing additional services outside the scope of the management agreement.
******************* then sent an email to North Point in February asking about the tax returns. Based on this request, North Point coordinated to have the tax returns prepared in house based on the short time line provided. She was informed that we could have them prepared which was done at her request and delivered to her, By email of March 8, 2023 she responded:
On Mar 8, 2023, at 5:04 PM, *********************** <*******************> wrote:
? Good afternoon, Mauri -
Thank you again for your time today. Im glad we were able to get our tax documents signed and hopefully they will be filed timely! Another big thing off our plates in the **** of time - whew!!In addition to the above, the tax returns were prepared and provided to ********************,. She received them in hand and elected to sign them and have them filed. In short, she accepted the services provide based on her request. She is now asserting that the Association should not have to pay for services provided to the Association and accepted by ********************* If ******************** had an issue with the prepared taxes, she could have elected to reject them, but she did the opposite by receiving them, signing them, and having North Point file them with both the ********************** and IRS. In short, her request is to now have these services provided to her at no cost which is not reasonable and would be unjust enrichment.
Customer response
05/10/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
First, there was no reason to indicate that we were terminating our services with NPM in my complaint. It had no bearing on their obligations to our condo association. Our agreement with them stated that "Either party may terminate this agreement without cause or penalty, upon ninety (90) days prior written notice to the other party at any time during the course of the contract or any renewal." There is no provision in the agreement indicating that any services they provide would cease upon providing notice. We paid for services, which were to continue during the 90 day notice period. If NPM assumed or undertook that certain services would cease, they did not inform or disclose this to ** at any point, despite a meeting about our termination with the ** of client services and, later, our property manager.
As indicated multiple times, I signed the tax documents under false pretenses. We elected a qualified CPA with a PTIN issued by the *** to prepare our tax forms. We were never informed that someone from NPM was preparing our tax forms instead of the qualified CPA who we elected, and who prepared our tax forms the prior year. I fully admit that I did not have time to review them at the time of my meeting with our property manager, and I signed them on the spot. I did due to the belief that the documents were prepared by the qualified CPA who the Board elected to prepare our tax forms, and who prepared them the prior year. As clearly evidenced by the email communications I submitted with this complaint, I reviewed the documents after I signed them, noticed the omission of the paid preparer's signature and PTIN and immediately requested confirmation that the qualified CPA we elected prepared the forms. By the time NPM responded that they were actually prepared in-house, by an unknown party without the qualifications to do so, and without proper registration with the *** as a paid preparer, the taxes had been filed with the *** and the ***.
To repeat what is clearly stated and evident in my complaint, as well as all supporting documentation provided, NPM did not disclose to ** that someone from NPM - and NOT the qualified CPA that the Board elected - prepared our tax forms. We were not informed until I inquired after-the-fact. In addition, per ***.gov, "Anyone who prepares or assists in preparing federal tax returns for compensation must have a valid 2023 PTIN before preparing returns." As such, documentation provided clearly shows that our condominium's trust funds were used improperly and under false pretenses. Documents show that NPM submitted, approved and transferred funds to pay an invoice for preparation of federal (and state) tax returns by a qualified CPA, yet the tax returns were prepared by an unknown employee at NPM.
Adding to this lack of disclosure and transparency, NPM provided ** with tax returns that were inaccurate. As evidenced by the documentation I provided with my complaint, I made multiple requests of multiple contacts at NPM for information related to who prepared our tax forms, the qualifications of the individual(s) and questions about specific line items, yet no one from NPM provided the courtesy of a response. What were this individual's qualifications? Does this person have a PTIN issued by the ***? We can only surmise that the person who prepared our tax forms inaccurately was not qualified to prepare them. For all of these reasons, NPM owes our condo trust a refund.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Initial Complaint
11/01/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I am lead on my condominium associations board. Lansdowne Village condo b trust is the legal name, North Point management was our property management for many years.We did two major construction projects one in 2020 which was grounds Improvement ( curbing, sidewalk, stairs, Landscaping). In 2021 we had to overhaul a failing septic system. Management contract States they get 5% construction management fee for any project over $5,000.Neither project went very smooth. And then they clearly double billed the Association the project management fee on the septic system project. They also based their 5% on an incorrect contract number, so it was $2,000+-over what it should have been anyway.I brought this to their attention as we have parted ways, and did not get any response.Attached are the list of payments made to the contractors and payments taken by North Point. With their description and their invoice number pasted from our financials area I have copies of the actual invoices if necessary.I did notice this discrepancy back in April and also attached is their response. I knew it did not look right, but payments were still ongoing, and the financials were a little bit in disarray. Once they clean them up to pass along to the new property manager it made it very easy to find, and it is clear as day that they overcharged their fees.Business response
11/02/2022
To provide some background, this individual has been a member of the ***** of ******** for the Association for all relevant times of the projects performed at the Association. As a compensated member of the *****, he has a fiduciary duty to act in the best interests of the Association and to use reasonable business judgment in serving as a member of the *****. North Point Management LLC has served as the property management agent for the Association since December 2008 until October 31, 2022. During out entire period of management, North Point has provided reconciled monthly financials to the ***** detailing all revenue and expenses for the Association including each vendor to whom payments were made on behalf of the Association. In addition, the ***** Member have had online access to these financial records as well as detailed ledgers for each vendor showing payments made, copies of checks, reconciled bank statement and all other financial information accounting for all money paid to and paid from the Association. As such, it was very surprising to receive this complaint as this individual has had, at all time, the full records of all expenses and payments made. Despite this clear transparency, he is incorrectly stating that additional funds were paid to North Point. Notably, this is being done at the end of our management and not when any payments were made.
The complaint correctly states that North Point, by our agreement, was entitled to a payment of 5% of the total project for all capital projects. This payment is based on the total project including vendors who also provided services in connection with the project that North Point had to coordinate. North Point was also entitled by contract to a payment of 1% of any loan obtained for the Association. This includes any loan obtained which the ***** elects not to close on.
Based on the management contract, North Point was entitled for project management and loan fees in the amount of $50,405.41 for projects during the past few years. The complaint states that North Point was paid $49,491.81. In short, we actually have been underpaid for the services provided. We have attached the contracts and invoices supporting this showing the complaint is baseless.
Septic Field 11 Project
Septic Preservation $245,277.97
Onsite Engineering $20,150.00
********, *********** & ***** $5,248.50
****** Septic $33,830.00
Camara Landscaping $2,600.00
TOTAL $307,106.47 $15,355.32
Loan not signed by ***** $559,000.00 $5,590.00
Loan for walkway project $300,000.00 $3,000.00
Walkway Project
******************************************* $7,990.00 $399.50
New Heights $428,174.76 $21,408.74
Modern Landscaping $44,800.00 $2,240.00
Quennville Siding $15,755.00 $787.75
Northeast Electrical $5,952.00 $297.60
********************** $26,530.00 $1,326.50
TOTALS $50,405.41Customer response
11/04/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
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