ComplaintsforNorthpoint Asset Management, LLC

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the time we started with this company, the communication with our property manager ************************* has been spotty. As an owner of a home, we expected to be kept informed on issues and repairs in a timely manner. We have now had several instances where there were issues with the home, and April did not provide us documentation.The latest instance was a for a smell in the bathroom and a leak in the basement. ***** sent text messages with quotes from the contractor and we agreed to the work. The text messages led us to believe the job would be no more than $800. There was never a formal quote, nor did we ever see an invoice for the work. In fact, I had to text April weeks later to ask if the work was done to which she replied, "I'm sure they did. I just reached out to make sure." I never heard back from her.I checked my account yesterday to see if there were invoices and I see a bill for $5000 entered. The system deducted $2700 to pay for half of it, and still there is no invoice. I have no idea what **** was for and why it was so much. I never authorized that work.I was told when I signed with your company that anything over $250 I would need to authorize. I also have the option to get second opinions and find my own contractors. I was NEVER given this option, and the cost was 5 times what I was quoted. This is unacceptable. I called the office yesterday and spoke to a manager, and have still not heard from anyone.

  Business response

  12/12/2023

  Hello,

  I believe that you are working with **** (Broker) to resolve this. I am sorry for the miscommunication and we want to make sure that is resolved quickly. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work order was put in the beginning of October for leaking issues from the floor. Workers came out and did work on bathroom. Had to remove the tub and shower and parts of the wall from bathroom and another room next to it. Work order was closed but repairs were never made. Have to keep doors closed to keep room warm even with heat on. Unable to use second bathroom and connecting room because of this. Still paying full rent and this is going on 3rd month.

  Business response

  12/04/2023

  I talked with the Tenant and we are getting the items repaired that need to be fixed. He understands that we are waiting on approvals from the owners but are doing our best to get this resolved quickly. 

  Customer response

  12/04/2023

   
  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 once repairs begin. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I lived in GA for 4 years and decided to move to MO. I signed a lease with NORTHPOINT ASSET MANAGEMENT in Lees Summit, MO with a move-in date of JUL-1st. I paid my security deposit and had a certified check to hand to the leasing agent upon arrival and receipt of the keys. On JUN-31st, I loaded all of our belonging into a 26ft U-haul with car in tow. While traveling the 1200 miles to MO I was notified by the NORTHPOINT that I was not going to be able to move in as agreed in the contract due to the home owner changing her mind. With no place to return to in GA, I had to rent 2-storage units to unload all of our belongings and had to live in a hotel in MO for a week while desperately trying to find another rental. NORTHPOINT clearly broke the signed lease agreement and should be responsible for the out of pocket expenses while searching to find another rental, and the emotional distress and uncertainty we had to endure while trying to find another permanent rental.

  Business response

  09/15/2023

   

  We are agents for the Landlords. We are a property management company.  We do not have ultimate control over all parts of this process unfortunately. We put the house on the market at the request of the owner with her (AMANDA C****)  signing a property Management Agreement. We did our part in this and am terribly sorry on how it went. 

  The tenants had a signed lease to move in July 1st 2023 and as I (Natasha W******- Management Company agent for the owner)  was getting more information on transferring utilities.  The owner ( Amanda C****) sent me a text on July 27th stating “ I got orders to move to Arlington, TX by August 18 with military, I’ve been dealing with that this week and it’s insane. I will call you soon, but please cancel Contract asap, I’m going to sell the house.

  I responded (Natasha W******)  I’m in meeting just updating you now I will call after 430” I then responded with “ We can’t do that. They move in 4 days and they already have a signed contract. Call me when you have time to talk about it.

  On July 28th she sent me a text stating that she was trying to figure it out and would call me but after multiple attempts the owner would not return my calls so I was forced to let the tenants know that the owner was refusing them to move in. At this point I (Natasha W******)  helped them find another place to rent as I contacted the realtor to another rental they were interested in and let her know about the situation. I forwarded everything I had as far as their application and any other information they needed to move forward and they were accepted. We refunded their deposit immediately and I did everything I could to make the horrible situation as smooth as possible.

  I ( Natasha W******)  was very upset that the owner did this and I had no control over it. The owner didn’t only break the lease with these tenants she also broke our Property Management Agreement. I told the tenants to forward me all expenses and I will send them to the owner as she stated she would compensate them for their expenses. I received their list and total August 6th and forwarded it to the owners email.

  I sent a text on August 7th to see if she got it and I haven’t received a response. We did all we could to help the tenants in the way we could. The situation was horrible and I know that it caused the tenants a lot of stress. 

  At this point, we have nothing to offer the tenant as the owner still owes us money. They will have to pursue her elsewhere, in small claims court to recooperate any money. 

  Customer response

  09/23/2023

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

  To begin with, the Northpoint Management Agent (Natasha W******) was very gracious and instrumental in returning our deposit, and helping my family to find another place to rent. And for that I am grateful.

  HOWEVER, as an agent and representative of the landlord / owner I feel like Northpoint has a business obligation and responsibility to properly vet their clients. In this case the landlord / owner of the property (Amanda C****) had a known history of legal troubles from previous tenants and posed a high risk of potentially repeating her actions, which she obviously did with us.
  
  That said, I will be pursing legal action against the appropriate parties in an effort to get reimbursed for this obvious breach of contract.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our bookkeeper, of over a year, has periodically found evidence of errors and irregularities in the statements provided by Northpoint's accounting department. We wish to request an opportunity to bring our questions and concerns to them in order to have them explained or appropriately adjusted. We have been unable to engage with the responsible parties for unknown reasons. We feel this is our right as clients

  Business response

  09/11/2023

  We are happy to discuss and review any kind of information that you might have. If there are statements that are not adding up we will review them. Please call Candice at ###-###-#### or email at ******************************* to discuss. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got approved to rent a property, found a better rental that would accommodate our entire family, and got denied due to it being a less rental payment

  Business response

  08/01/2023

  It looks like you and the co-applicant are current tenants and dealing with ***** as your property manager. Please reach out to to her to remedy the situation.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom this is supposed to get too Ive reached out to ******** numerous times via phone and email to receive our money back from all of the problems and from Mrs . ******** calling the pool cleaners to have them stop coming even though we were paying it in our monthly rent so much the pool became black and un swim-able . There were electric issues and half the plugs worked only no outside lights by far the worst living conditions Ive ever seen for a **** a month payment in which we never missed. *** never dealt with a landlord as lazy and just plain unreasonable and unreachable when we brought things up about mold and water coming into the house from central air . I have spoke to a lawyer and we want our money back we had to buy a house because of ******** and the house was so ridiculous and unsafe for our 3 kids and dogs . We left the place cleaner than when we got there so its just out of spite and being unprofessional now because were in the right 100% so if I dont here from someone in a week we will have the lawyer contact you and we will be asking For more money then . All we want is our deposit and security back not a lot to ask for Ive got pics of everything that Im claiming

  Business response

  07/17/2023

  Thank you for notifying us. We will have someone reach out to you shortly to discuss.

• Initial Complaint

  06/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Northpoint landlord attempted to charge us with excessive fees for home repairs after we discontinued our 1 year lease (with appropriate notice). The landlord would not produce an itemized list of the general repairs that totaled in excess of $1500. When questioned about what repairs were needed to the rental property, the landlord stopped replying to emails and indicated that the breakdown would be available at a later date, after the account was closed and fees collected from our deposit. After multiple calls and escalating this grievance to a supervisor, some (but not all) of these fixes were shared over the phone. They included general wear and tear (replacement of lightbulbs, hvac filters etc). There was also mention of other items that were in poor condition at the time of move in (broken bathroom tile, grout stain, broken cabinet, etc). I spent multiple calls with the supervisor telling her the home was in that condition when our rental began, and those items were not damaged by us during the lease. It was noted that before move in pictures were taken of the property but these were not shared with me. Finally, the supervisor reviewed the before pictures and our itemization of problems at move in, and the charges were dropped. This should have occurred before an attempt was made to charge us for pre-existing damages and normal wear and tear of the home. Additionally, the landlord required us to cover utilities in the home through 6/24/23 (end of lease) even though another tenant moved in 6/20. A neighbor notified us of new tenants. When asked about this, the landlord replied the new tenants were paying utilities when this was incorrect (per ************************** and water company). This information was shared with a supervisor who said she would look into it, but never called me back. So, we were paying electric and water for two days for new tenants, and we wouldnt have known differently unless the neighbors contacted us.

  Business response

  06/26/2023

  Thank you *******. We will look into this and have the manager reach out to you.

  Customer response

  06/29/2023

   
  Complaint: 20234559
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  06/29/2023

  The company has not contacted me.

  Business response

  06/30/2023

  Your property manager or the Regional Director  will be reaching out.

  Customer response

  07/10/2023

   
  Complaint: 20234559
  
  I am rejecting this response because:

  I still have not been contacted by the company.
  
  Sincerely,
  
  *********************************

  Business response

  07/11/2023

  This is absolutely not true. You have been contacted by both *****, who left a voicemail, and *******.

  Customer response

  07/11/2023

   
  Complaint: 20234559
  
  I am rejecting this response because:

  I have not been contacted by this company since I created this BBB complaint. The last communication I had with ******* via text message was that she would look into the fact that we were paying electric and water for new tenants. This was on 6/21/23. She said she would get back to me and Ive heard nothing since then. 
  It has been even longer since Ive had any communications with ***** and that was by email communication. 
  
  Sincerely,
  
  *********************************

  Business response

  07/12/2023

  Expect a phone call from either *****, ******* or someone else in the office.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A property on ************ Way was available to rent about a month ago. I have called almost everyday the listing agent and property management for the home to schedule a tour. I even went up to the office just to be told by another business (not associated with Northpoint) the listing agent does not always come in. None of my emails have been answered. However when I had another leasing agent reach out via email about the property, ****** responded the next day. After reading reviews about ******, I read where one person mentioned her racially profiling another tenant. As of yesterday my calls were being forwarded. I think this is unfair business practices and if a person is ignoring potential renters due to their personal judgements yet allowing them to submit and charge for a nonrefundable application fee then I will be reporting them. I will note, luckily I did not submit an application prior to seeing how hard it is to contact her however to answer questions and schedule a tour does not require an application to be on file which is what I have been trying to do.

  Business response

  04/12/2023

  Thank you for expressing your concerns. As you can imagine, we receive many inquiries for each of the properties we have under management and it may take some time to get back to each and every inquiry. To be clear, Northpoint does not discriminate on the basis of race, color, religion (creed), gender, age, national origin (ancestry), disability, marital status, sexual orientation or military status in any of its activities or operations. 

  Customer response

  04/12/2023

   
  Complaint: 19926944
  
  I am rejecting this response because whereas Northpoint may not discriminate, an employee working for the company is doing so based on another Tenant's observation and review therefore that is a representation of the company. To say the company receives several inquiries is understandable however I have reached out just about every day via phone call, email, and in person and have yet to talk to anyone about a property still available 27 days after being posted. Even more, ****** was able to answer an email from the leasing agent within 24 hours inquiring about the property. Lastly, she has now set up my calls to be forwarded which means she is receiving my messages. This is unacceptable and would this issue resolved.
  
  Sincerely,
  
  ******

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our neighbors that live to the left of us have two trees in their backyard that have been inspected by tree services twice now, with estimates of needing to be removed the tree closest to our home leans over our backyard into our pool. This tree is dead with a rotten holes and weve already had a limb fall off into our yard with thunderstorms. We need these trees removed before they cause any damage to our property.

  Business response

  04/10/2023

  ********,

  We just called to get clarification on your complaint, as we do not see your information in our system as being a client or tenant. Please return the call at ************.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been renting the property located at ********************************************** since 9/27/2022. Even with multiple attempts to contact and resolve the listed problems with the management company nothing has ever been resolved. Non of the repairs to the property has ever been done as well as non of the fire alarms have never been fully installed and tested (which is illegal) I would like to get a resolution with being able to end my lease to find somewhere thats more maintained and rent money returned due to unfit living conditions. Happy to provide pictures and videos if needed. The system isnt letting me upload with the complaint

  Business response

  03/13/2023

  *******, we just left you a message. Please return the call at your convenience.

*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. ↩