Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company removed me from access to pay. Had to use a free attorney to even get a response. They are trying to terminate lease 7 months early because owner wants to see. Blocking payments, now during me for breach of contract to try to evict me because I said I was honoring the lease. This is dealing with local and corporate. slander, extortion, threats. They have done it all

  Business response

  01/08/2025

  Parties
  
  
  Julio F******- Broker-In-Charge and area property manager for Northpoint Asset Management. Original agent for the owners and the lease term.
  
  
  Owner- The husband and wife team that we started managing for sometime. This lease started 3 years or more back but in that time the husband (elderly) passed away leaving the elderly wife. She has a hard time but we work through it and her daughter occasionally will be part of the communication processes. 
  
  
  Owner request:
  
  
  At the beginning of October the owner informed me the home needed to be sold because she needs the funds for an cost of assisted living facility. We discussed that giving Ms ***** until after the holidays to move out but closer to the middle or end of January. Agreed moved to speak with the tenant. 
  
  
  Tenant- We have had a fantastic relationship throughout the lease. There were a few late payments not big deal and maintenance request nothing outside the norm.
  
  
  Scenario:
  
  
  By email at the beginning of October upon instructions from the owner I provided the plan and gave the tenant notice. She replied in a understandably disappointed manner. I offered again the owner was giving until after the holidays and closer to the end of January to be out.
  
  
  There was no further communication from her until Dec 4th.
  
  
  In that time, Nov2024 rent went past due around the 17th I texted Ms ***** which was my form of communication with her in the past. No reply. 
  
  
  On Dec 4th 2024, I received an email with her cc'd from her "attorney" (paralegal) a 2 page grievance letter attached about the inconvenience to her life.
  
  
  Apparently she had to cancel a family holiday reunion and that the cost of moving was going to be $8k-10k. The request was to give her money to move in that amount and stay until end of the lease May2025. This was requested twice in the same communication thread.
  
  
  My reply back to the letter was straightforward. That it was wrong that she was trying to extort an elderly lady for money and it was unreasonable with a 4 month head start on planning that she could not be out. 
  
  
  During this process Ms ***** gives no input to the back and forth until I questioned why didn't she just text, email or call me back. I brought up that we had a great relationship and how disappointed I was she was acting this way. Finally then she replied that she had received no such communication. 
  
  
  In an email, with the attorney/paralegal and my regional manager, I provided screenshots of text message and emails I sent with no reply. Along, with information related to her being 2 month's behind on rent. 
  
  
  In addition, I mentioned that we can go through the eviction process which would impact her rental history or she could pay rent and be out by the 31st of January 2025. That was badically the last email or communication I received from the paralegal on the topic.
  
  
  I then communicated the situation to the owner and her daughter. Keep in mind she is older so I must try to present this crazy situation in an easy way. Also, she just lost her husband of 30-40 plus years. My goal was to not freak out my owner and get her the property back vacant in her time frame. She agreed in the end to start the eviction process since her situation was now dire. 
  
  
  Soon after I sent an email directly to Ms ***** about the move out and late rent to try and get an update or work toward a positive outcome. Ms. ***** had already made the rounds protesting her negative treatment with Northpoint corporate.
  
  
  In a later email, she stated that she was staying in the property until the end of the lease May2025 and just tell the owner to contact her. She explained the lease would be over then and we would not be managing it so there would be no need for our services. My reply was that's not how the situation legally works since we have a Property Management contract with the owner and that we would file for eviction. 
  
  
  She replied that payment was sent and she would remain in the property until the end of May 2025. I again informed her about the damage of an eviction on her rental background but she ignored my advice. I submitted my paperwork to our attorney to file the eviction. Updated our system to not accept payment since she is now in breach of the lease. We did receive the check at our Charlotte office which is being held to be returned. The Wake County Courthouse ruled on 12/31/2024 for possession on 1/17/2025. Sooner than 1/31/2025! 
  
  
  Ms ***** was a nice tenant and loved the home from every communication I every received from her. It's clear she grew attached to the property and wanted to stay there much longer. A nice home has that impact on people. It's all very understandable and I can appreciate it! But...Ms ***** allowed this to impact her judgement to do the right thing by being fair, honest, and reasonable. The language of the lease in this situation is reasonable notice. 
  
  
  I offered to find her a new place and opened our office inventory to her for her next home. I have received No reply to date on my offer. My plan is to complete my home inspection on the 17th and secure the home for the owner. The owner and the her daughter are relieved the process is coming to a conclusion with no further delays.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm a landlord of *** ********* *** Wylie, TX. I've had a property management agreement with this company since 2020.There're strange money transfers in my account, and I've repeatedly asked my manager, Gregory G****, to explain. However, he seldom replies. When he answers occasionally, his responses are always insufficient. I need your help to resolve the following 3 points: 1. Lease Renewal Fee: On Nov. 1, $199 was deducted from my ledger with the label "Lease Renewal Fee-". I've never seen such a fee before. I found a paragraph in the agreement stating the fee is waived. He claims it's because I signed paperwork. I've asked him to provide the document that justifies this fee, but there's been no answer. I'd like you to obtain the document or refund the fee if it should be waived. 2. Late Fees: My ledger balance decreased by $100, with 4 times of $25 each, labeled "Fees: Late Fee-" in Sep. I would understand if my balance increased when the late fee was paid. Moreover, I informed the tenant and him that I wouldn't discount the late fee. According to him, "The tenant has a high balance of $1645" and "The tenant is currently working on getting the balance down."[sic] I've repeatedly asked him to explain what he means more precisely, but I've not received any further information. I'd like you to get a convincing reason or refund the fees. 3. Management Issues: I've also contacted the HQ, which urges him to respond, but they won't intervene in the problems. Additionally, the rent is currently 3 months overdue, and I have to ask him to proceed with the moving procedures. It's uneasy to rely on him but I think it's not good to cancel the agreement before resolving these. The rent may possibly be paid but not accounted judging from his work attitude. It seems strange only he replies. There should be a sub-manager in case the main manager is unavailable. I'd like you to ensure the company works on these issues despite him. Changing my manager is also good.

  Business response

  12/31/2024

  Hello-

  I am looking into this for you. Our office is closed with the holiday but will get back to you with a resolution the first of the year. I am sorry for any trouble this has caused you. 

   

  Candice K*****

  *******************************

  Northpoint Asset Management 

  Customer response

  01/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  this is not the answer to my question. On the other hand, I've got the mail from my person in charge, which has not solved my question yet. I will wait for their next message.
  
  Sincerely,
  
  ******** ******

  Business response

  01/06/2025

  Hello-

  Can you give me more insight to the problem so I am able to help you further? 

   

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Northpoint placed a tenant with an extensive bankruptcy history in my rental without disclosing when it is reasonable and customary to collect such information, costing me thousands of dollars and extensive undue stress. ****** consistently ignored requests and attempts at communication. He did not perform contractual obligations such as walk throughs. Communication was egregious often times ignoring communication at together. His service provider bids were considerably higher than industry standards. ****** did not act in the best interest of his legal and contractual obligations consistently.

  Business response

  12/10/2024

  From the agent-

  I would like to clarify the situation regarding the property management and the termination of our agreement.
  The decision to terminate the agreement was based on the client's behavior, as she had threatened to report me to the Real Estate Commission and exhibited irrational and rude conduct at times. Despite the termination, I continued to manage the property until the eviction process was completed, as it took some time to resolve. Throughout this period, I acted in accordance with my fiduciary responsibilities to ensure that the property was managed properly.
  From the outset, the relationship had been difficult, and this included interactions with the attorney as well. While we had cordial conversations on occasion, the situation became more challenging and aggressive over time.
  Regarding maintenance, I provided bids for various services, but she was not satisfied with them. She decided to hire an individual to handle the painting of the property and later sought to hold me accountable for that work. Additionally, the property was initially advertised at $875, reflecting its location in a less desirable neighborhood. However, the client chose to reduce the rent to $600 to secure a tenant, which ultimately led to her dissatisfaction with the outcome.
  I understand that she had a negative experience with the tenant and is understandably upset by the situation. However, I want to assure you that I have always acted with the best interests of the property and in line with my professional responsibilities.
  Please let me know if you need any further information or clarification.

• Initial Complaint

  11/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  so i am using this as a rental managment company. they have locked me out of my account so I can't access anything going on with my property and I can't review my pay stubs any longer, This started in October 2024 and I've made several attempts requesting the access and need for my statements. This is my home I own so they don't have a right to cut off my access for me to log in to my account while I'm paying them the 6% to managment my home.

  Business response

  11/25/2024

  Hi,

  I am sorry for the trouble this has caused you- we have had issues with our website over the last week. I was able to talk to you this morning and provide you with your owner statements and also the contact information for the property manager. Should you need anything else, please let me know. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a 1 yr contract with NorthPoint on 12/13/23 to lease my 2bdrm 2 bath freestanding cottage at ** ********* ****** ** ******** ** *****  I hired a property management company to provide a service that they did not provide and their lack of response cost me money as well as eventually the cancellation of the contract by them, while I was doing the property management. Please see attached complaint for more details

  Business response

  09/19/2024

  
  Here’s a concise timeline:
  July 8th: Hurricane Beryl hit Houston, causing widespread damage, power outages, and infrastructure issues. At that time, Jon Nelsen was the PM.
  July 15th: Jon resigned.
  July 16th: Bob (Amanda’s boyfriend) began contacting us regarding an insurance adjuster visit on July 19th, requesting our presence at the property. We arranged for the tenant, Laurie Morales, to meet the adjuster and provide access. Laurie was appreciative and even had photos ready to share with the adjuster.
  July 17th: I spoke with Amanda and Bob, who became aggressive in their communication. Bob insisted we be present during the adjuster’s visit, though I explained that it’s typical for the tenant to be present due to personal belongings. Bob eventually accepted this. Holly Holmes, who had taken over as the new PM, was kept in the loop during this time.
  From this point on, the situation deteriorated. Amanda and Bob continued to express frustration, asserting that we were responsible for the hurricane damage. Despite this, we supported Laurie by providing necessary information to file a claim, and she remained grateful for our assistance. She also shared insights on how the owner communicated with her, which you will see in the emails.
  August 9th: After we proposed cancelling the PMA due to Amanda and Bob’s belligerence, Laurie informed me that Amanda had been pressuring her for information on how Northpoint had supposedly mishandled the situation. Laurie made it clear that she would not lie on behalf of the owner, as she had been satisfied with our support. In contrast, Amanda’s response to Laurie’s request for reimbursement was dismissive, suggesting Laurie contact FEMA while she made plans for a fishing trip.
  August 16th: Bob contacted me again, requesting mediation and arguing that we had no right to cancel the PMA. During this conversation, he became verbally abusive, using extremely inappropriate language, at which point I ended the call.

  We understand your frustration in this situation and have tried our best to mitigate it for you. 

  Customer response

  09/24/2024

   
  Complaint: 22298639
  
  I am rejecting this response because:

  
  I reject this response because there are many things I complained about and none of them in 2 months of trying have been addressed.  Of course I’m angry.
  
  
  I’m happy however that you verified my Hurricane Beryl timeline.
  
  
  I agree no response from Northpoint beginning on the 8th of July.   I HUNTED DOWN BRYAN  (and I will go with the 16th).  My first correspondence with new PM was on the 26th, as I stated earlier 2.5 weeks after Hurricane Beryl.  New Property manager should have responded by the 17th if not sooner due to emergency situation.  Northpoint did not.
  
  
  Responding to my complaints is what I am demanding and it does not involve consideration of me answering for what happened with tenant but instead relates to the fact that Northpoint Asset Management Company answers to me not that I answer to anyone for what I did or did not do. 
  
  
  This is about arbitration where a third party decides whether or not Northpoint performed the duties of Property Management properly, not Northpoint deciding on whether arbitration is needed.  I believe Northpoint is not addressing arbitration because they already know the outcome (as I do) and it isn’t good for them.
  
  
  Now please address the remaining 4 other issues that occurred during my 7 months of hell with Northpoint.   Hurricane Beryl (lack of) response was merely a more glaring continuation of Northpoint’s inactivity and avoidance of their duties.
  
  
  In order to respond in an acceptable manner Northpoint will have to abandon their ongoing propensity of lies, hearsay, gaslighting and subterfuge.
  
  Sincerely,
  
  Amanda Rohloff

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Northpoint Asset Management has failed to provide necessary documents and receipts in regards to withholding the majority of my security deposit. My former property manager (Wanda) has quit answering calls or emails so I have no clue if they are working on correcting this or not. The company is attempting to withhold $792 for touch up paint. Normal wear and tear is not the responsibility of the tenant, so I have asked multiple times for proof of excessive damages. Wanda said she had photos. It has been over 7 days and she has not provided that. There are several other charges from our deposit that have no merit as well, but $792 for "touch up" paint is beyond egregious. I have also filed with the Attorney General and the city of Kansas City. I will close all complaints on my end once Northpoint corrects their errors.

  Business response

  09/17/2024

  Dear Blake-

  Thank you for bringing this to our attention. We apologize for any inconvenience you've experienced in this process. We want to assure you that we are currently reviewing the painting charge and will be refunding a portion of it. Regarding the documentation you requested from Northpoint Asset Management, we understand your concerns about the lack of communication and receipts for the withheld security deposit.
  We take these matters seriously and are committed to resolving this as quickly as possible. It is not our intention to withhold any charges that are not properly documented or justified. Please know that we are looking into the charges in question, including the $792 for touch-up paint. As you rightly pointed out, normal wear and tear should not be the tenant’s responsibility, and we are working to ensure that everything is handled fairly.
  We appreciate your patience and will provide the necessary documentation as soon as it becomes available. In the meantime, should you have any further questions or need additional clarification, feel free to reach out to us directly.
  Thank you again for your understanding.

  Business response

  09/19/2024

  Hi Blake,

   

  Thank you for taking the time today to talk to me. Please keep me posted on your refund. I do appreciate your feedback. 

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22264629, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Blake Schmidt

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The house that I’ve rented from them keeps flooding and they created a real bad mold problem. They caused me to have a go to the emergency room because I couldn’t breathe. My head was constantly hurting and my nose is always ready. I’m allergic to mold, and I kept stressing that to them, so they eventually move me, but I had to pay the cost of the move as well as they went back to 2023 and charge me back rent from when they wasn’t charging me rent home and I just feel that it is so unfair to me as a tenant because I was doing my part every month that they charge me. I was paid on time , it was not my fault they wasn’t charging rent that they was only charging me for insurance every month but either way my bill got paid every month and it was paid on time so I feel like there’s a whole bunch of creepy stuff going on and I just need help with it. I’ve been trying to get a lawyer everybody want money upfront and that’s something that I don’t have but I just feel that it’s unfair for me and my children to have to suffer for what a landlord is lacking .

  Business response

  09/16/2024

  Hello Essence-

  We understand your complaints and concerns. You were granted a transfer as the home that you were living in had standing water and no utilities. Upon transferring into the new home....an audit was performed by accounting and we uncovered that the tenant has not paid us rent on 1748 Tilden for about 5 to 6 months.

  When our team spoke with the tenant and she was completely aware and knows she owes it however, after speaking with her...a day later she sends in this complaint. She has not provided any proof of any doctor's note or visit to the er. She never even mentioned a visit to the er or that she was having any kind of difficulties. There are many months of outstanding rents unpaid to date. 
  

  
  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was evicted due to one month payed ****** in back rent and they still put it on my credit report. I have the money to pay them but the property manager won't give me landlords information

  Business response

  08/16/2024

  We are not able to give you the Landlords number. It is a violation of our contract. You could never prove that you paid the other Landlord. We tried to work with you and gave you extra time from the continuances. You can pay the balance in full and satisfy the debt. Please contact Northpoint if you want to pay it off so your credit reflects it. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am highly disappointed with the lack of customer service this company provides. I believe this company is a scam, and I am requesting to be refunded. When I called to check the availability of a home, I was told that the home was available. I went and toured the home, and even had trouble with entering the home because of the misinformation with the lockbox. About 4-5 days later, I receive a message that the home was no longer available however, the home was still listed as available. The price of the home also decreased the following day. Every time I called the company, no one answers or return my voicemails. I was able to find a number on BBB's website that rang to one of your employees personal cell phone. He told me he couldn't help me and advised that I called someone else. My experience with this company is disappointing because I was not able to receive the help that I needed, I was dismissed and robbed of my money. Please issue a refund for this very poor experience. If any additional documentation, including communication records, is needed please let me know.

  Business response

  08/10/2024

  Thank you for letting us know. Can you tell me a few more details. Which home was it? Which number are you calling? 
  

   We are a legitimate company. Would you like to transfer your application to another unit? Otherwise we need an address for the refund of your application fee. 

  Would like to be able to help you, truly sorry for your experience.

  Customer response

  08/12/2024

   
  Complaint: 22120409
  
  Thank you for contacting me regarding this matter. I appreciate your efforts to resolve the issue. If a refund can be processed, I would be willing to update my reviews accordingly. The address of the property is *****************************************, and I submitted my application on Wednesday, July 24 (Receipt [#****-4119]).
  
  Sincerely,
  
  *************************

  Business response

  08/24/2024

  Hello, 

  I would be happy to look into this and try my best for a refund. Where would you like us to send the refund to? Thanks! 

  Customer response

  08/26/2024

   
  Complaint: 22120409
  
  My address is *****************************************************************************************. Thank you so much 
  
  Sincerely,
  
  *************************

  Business response

  08/26/2024

  Hello,

   

  We got your inquiry. What is the best address to send the refund to. We would be happy to refund your application fee and sorry about your experience with our company. We strive to achieve great customer service and apologize for your encounter with us. 

  Customer response

  09/03/2024

  My mailing address is ************************************************************
  
  Sincerely,
  
  *************************

  Business response

  09/04/2024

  We understand your frustration and apologize for all of your troubles. We have sent in the refund for your application fee. Please let us know if you do not receive it. 

  Customer response

  09/04/2024

   
  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,
  
  *************************

  Customer response

  10/21/2024

   
  Complaint: 22120409
  
  I am rejecting this response because:

   

  Hello! Is there anyway to reopen this complaint? They promised to mail a check, but I never received it and they are impossible to get ahold of on the phone, which was one of the main reasons for the complaint
  
  Sincerely,
  
  **** ********

  Business response

  10/22/2024

  Hello- we sent out the check to you. Can you please verify the address? Thank you

  Customer response

  10/22/2024

   
  Complaint: 22120409
  
  I am rejecting this response because: I did not receive the check. My address is *****************************************************
  
  Sincerely,
  
  **** ********

  Business response

  10/31/2024

  Hello ****- 

   

  We have mailed you the check. Please let me know if you do not receive it. 

  Customer response

  10/31/2024

   
  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rented a residential unit from Northpoint asset management from 05/10/23 - 05/31/24. During my occupancy my air conditioning was completely broken for over a month resulting in internal temperatures over 100 for 30 days straight. This ordeal was handled extremity poorly and my calls texts and emails were ignored by my property manger Heaven ********. Long stored short we received a $1,000 discount on rent for the a/c outage. Ten months later, we moved out and two weeks after that I receive an email from Heaven ******** of *********** Asset Management, starting I owe them about $2,900. She cited repainting walls and base boards account for $1,900 and $750 for eliminating pet odor. I know I didnt leave any walls damaged, so I asked Heaven ******** for photos of the damage she cited. She sent me a slew of photos, not one with any damage as she stated. I also requested a repair order or quote from the company who made these repairs and she has still refused to send me either. Today I met her at the unit to inspect the pet odor she called was present. I brought a witness with me as well to also inspect the odor and there was no lingering odor. In fact, the unit smelled fresh and clean, as I had the carpets and tile professionally cleaned upon move out As requested by Northpoint Asset Management. During the move out process, Heaven ******** had also broken two points of my rental agreement as outlined by the State Of Arizona. 1) she failed to provide me with a 48hr notice of entering the property and 2) she did not inform me of when the move out inspection was going to be performed. If both of these Arizona state laws were followed, then I believe we would not be in this situation to begin with. After looking at Northpoint Asset Managements reviews I see this is not the first time they have done business unethically. They have not changed their ways over the years and have continued to hurt people doing business this way. I am asking for your help! Thank you

  Business response

  06/20/2024

  Here is the timeline of events and how they were handled. We are sorry to hear you had a bad experience.
  1- ** went out in summer 2023, owner did not have funds to replace ** and fought with home warranty company to get it replaced. After weeks of trying to get the owner to make a resolution, tenant and owner started communicating directly and I was not involved. Ultimately the ** was replaced, tenant and owner agreed on an amount to be credited to tenant for inconvenience.
  
  2- Tenant was given renewal and declined renewing. I mailed and posted move out instructions and installed a lock box for keys.
  
  3- About 2 weeks before lease end date, we had a prospective buyer that wanted to see the house. I emailed both tenants requesting to show the home and ******** agreed, told me they had already moved out but just had a few things left. He put key in the lock box. The day of showing I texted him confirming it was still good to show and he said yes.
  
  4- Upon entering the home for showing, the prospective buyers constantly complained about the strong, foul pet odor and how dirty it was.
  
  5- ******** before the end of month notified me that the carpet and tile would be cleaned June 1st. Afterwards he provided receipts.
  
  6- I entered the home June 2nd, home had been gently cleaned and the strong pet odor still existed.
  
  7- A professional cleaner cleaned the house and sent 8 hours cleaning
  
  8- If the ** is not circulating, the pet odor is pungent. So I have to keep the ** on. I installed air fresheners around the entire house so more prospective tenants aren't turned off.
  
  9- Tenant never requested a move out inspection. On 6/16 I offered one to show them the damages, they attended and I felt intimidated and in fear for my life the entire time.
  
  10- During our meeting on 6/17 they explained that damages to the walls were due to the ** company bring the new ** unit up the stairs and hitting the walls. They did not report damages from the ** installation so I didn't know about it.
  
  11- To accommodate for the damages they state they did not cause, I reduced the painting amount from $1900 to $825 which was more than generous considering how it was left.

*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. ↩