ComplaintsforNorthpoint Asset Management, LLC

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******************************* had been my property manager for almost 4 years. She had lost multiple keys to my property. I was forced to switch property management. Recently, she placed a new tenant at *********************************************************** in September. My new property management company asked for the key and she doesn't have it again. I'm sick of her losing the key to the property. When I pointed it out to her about her mistake for keep losing the key, she quits. So Northpoint assigned a new property manager to me. He did not response to my messages which forced me to find a new property management company. North point again claimed that they don't have the keys the properties. I want them to return the key to the arbor ridge house which they had placed tenant in or reimburse me for the lost key.

  Business response

  07/14/2022

  We actually had a very good professional working relationship for 4 years.  I did not lose the keys to the property.  The previous tenant changed the locks on the door, without prior consent or my knowledge. Therefore, when it came time to enter the property, I did not have the correct key. The key the tenant left after vacating was taken by a contractor the owner hired. The contractor was doing a lot of work on the property due to a major leak that happened while the tenant was still living there, and the owner had to claim on her homeowners Insurance. I didn't quit managing the property because of the key issue, it was the sudden change of professionalism and respect on the owner's part towards me, and I felt we were not compatible to work together anymore. Therefore the owner was assigned to another Northpoint property manager. I have had no further communication or contact with the owner since then.
  

  Customer response

  07/14/2022

   
  Complaint: 17560613
  
  I am rejecting this response because:

  This is actually a lie.  The tenant at Arbor never changed the lock because I have a copy of the key.  And I had to give the property manager a copy of it.  The key from the Marmac house was lost and that issue was never resolved.  New tenant was placed in *********** on sept 2021.  Per my new property manager, Northpoint doesnt have the key for that house.  A total of 3 keys were lost.  I have contacted the chairman of board of directors and this issue is being resolved by corporate.  No further action is needed here.  I reject the response here because of the lie and obviously there will never be any acknowledgement or a decent apology from counterpart.
  
  Sincerely,
  
  *****************

  Business response

  07/15/2022

  If you have already escalated this matter to corporate, there is no reason to address this further on this platform. 

  Customer response

  07/15/2022

   
  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. Ill follow up with corporate.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The house I rent is run by Northpoint and I’ve been trying to get them to come fix things that have needed fixed and things that are stated in my lease to be done and NOTHING has been done. The property manager has told me over a month ago that she will send the correct people out to get said things done and still, nothing has been done. I’ve tried contacting her about when said things will be done and get no response but this company is quick to take out my rent money.. apparently the last company, who was also terrible, sold the house without us even knowing and now Northpoint is even worse at fulfilling the issues that need addressed and fixed.

  Business response

  07/11/2022

  To whom it may concern:
  
  
  We are sorry ***** was dissatisfied with the deferred maintenance at the duplex ***** resides at. We have recently acquired the property and have actively been rehabbing the empty unit and rest of the  property in the duplex with calls and texts from the contractors and property manager going unanswered or ***** not letting them in until the grass was cut? As of Wednesday of last week contractors were allowed in and all repair issues that she voiced at that time and previously were fixed to her satisfaction. If there are any issues at all, please do not hesitate to reach out to me with any questions or concerns.

  
  Best Regards,
  Kurt L*******
  Broker/Property Manager
  ###-###-####

  Customer response

  07/12/2022

  
  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

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Garage door would not open , called for help 24 hour number for Northpoint was told they could not help me. Finally talked to ******* Mgr She told me she could not do anything for me I was responsible for the garage door remotes. Then last year complained of mold in bedroom it leaks through door when it rains, which caused mold. Nothing has been done. They just dont care. I am looking for a new place and breaking lease. Mold is a serious problem to my health and now I sleep in living room . I have lived here for 10 years and cannot believe the way Im being treated.

  Business response

  05/10/2022

  ******,

  ******** and/or **** will be reaching out to you shortly to speak directly with you, if they haven't already. If you need further assistance, please call our office at ************.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having some pretty significant issues with the person managing my property. Here are some of the issues I've had:The past renters that signed a lease in March 2020 didn't water the grass all summer. I drove by to check out the property after a huge windstorm in early September 2020. The grass was completely dead and yellow. The neighbors informed me that they hadn't been watering all summer. I feel like a property manager should be on top of the condition of the home and yard, doing at least a check in once a month. I was assured that the tenants would have to help take care of fixing the yard, since they did not inform him that they were not watering the grass due to sprinkler concerns. They would need to pay for damages done to yard, according to the contract. I was told that we would be keeping their deposit for that. When these same renters wanted to get out of their lease agreement early, they allowed them to terminate early and I was told that they would also have to pay rent until the home was occupied. They didn't pay rent and actually were behind in payments, so I shouldn't have been promised that at all. They moved out 12/24/20 and the house was not re-rented until 3/21. I asked why it was vacant for so long and I was told it was to do cleaning and repairs, and due to COVID, not as many people were looking. The cleaning and repairs were not something I approved and didn't need to be done. I have a cleaning person who charges a really fair, low amount. So, instead of giving me the deposit to help cover the lack of rent for 3 months, they kept all of it ($1650) to do painting and cleaning, with no prior approval, which they must have if it's over $250, according to the contract. Saying it's due to COVID is not a true statement, nor is it valid at all in our area. Demand for rentals is high and supply is very low in SLC. They also rented the place for $1800 which is severely low, not market value as contract states. Around $2200/month is going rate.

  Business response

  11/10/2021

  We were given a run down property to begin with and at that time, we had a bid to get the property ready to rent for $1700 after the owner handed the property to us to manage and the owner refused to do the work. The previous tenants did sign a lease that was supposed to go through March 2021 but the tenants broke the lease and left early. Northpoint did not give them permission to leave early and charged them rent through the end of the lease. We can't physically force someone to pay rent or stay in a house till the end of the lease. After the tenants vacated, we walked through the property and noticed the damage that needed to be remedied prior to finding new tenants. For example, the tenants had painted one of the bedrooms black and blue with a big batman symbols on the wall. We used the security deposit (which is the tenant's money) to do the remedies and the money spent was well below market rates. Northpoint's management agreement does not include any inspections and the owner had the option of having them done for $75 an inspection at their discretion. The owner was notified early on in the lease that the water pressure and irrigation system was not in good shape and she chose to not spend the money to get the repairs done correctly. The owner also chose to send her own sprinkler guy out there this spring and it took most of the hot summer months to get him out there. I had two maintenance guys and (one who was a former landscaper) both tell me that it would only take a little seed and fertilizer to get the lawn to come back if the sprinkler system is running correctly. Not having the sprinkler system running in the early spring made the situation a lot worse than it needed to be. The home needs a lot more than the $1650 used to remedy the damages done by the tenants which was the reason for the $1800/month rent. If the statement that the place should rent for $2,200 is true, why were people not lining up to rent the property? We had 17 showings and it took 76 emails and a few hours on the phone with the current tenants to convince them to rent the home. Even after we terminated our contract with the owner, we continued to help her collect $5,660.00 in back rent! Another point is that during the time the tenants left till it was re-rented, NP didn't make a dime plus a lot of time was spent going to the property to check on the workers and showing the property. Why would we let a tenant out of a lease knowing we won't get paid? Before the very first tenants moved in, most of the showings complained about the condition of the home and said the price was too high. 
  

  
  

  --
  

  
  

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

  Northpoint Asset Management, an **** **** company

  Vice President of ******************** & Recruiting

  ************** Street, Suite 875

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

  
  

  ************** Office  

  |  ************** Mobile  

  |  ************** Fax  

  |  *********************************************** Email  

  |  www.northpointam.com  Web

  Office Locations:  **********, **************, *******, ******, ******, **********, ******* ******* *******, Kansas City, ************, **************. ******, *********** ********** ********* *******, ********** *******, ******** & *****

  DISCLAIMER:  Any information within this email message is confidential and intended only for the individual(s) to whom it is addressed.  Unless you are the addressee (or authorized to receive for the addressee), you may not use, copy, print or disclose to anyone the message or any information contained in the message.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at ************************** in ****************************. I am a senior citizen with disabilities. Northpoint Management purchased this property earlier this year. Myself and all tenants have been issued a notice that they have revoked all visitor parking. Any visitors wether family or hired help will be towed. I need personal assistantance within my home. I contacted the office here ************ that I can't have any visitors parking regardless of my physical and mental health services. Please help me in this manner. Thank you

  Business response

  10/25/2021

  ******,

   

  Sorry to hear that. Unfortunately, Northpoint Asset Management does not manage any properties in ***********. I was able to find two possible contacts for you that manage properties in the *********:

   

  1. https://www.npointmanagement.com/

  2. http://www.northpointmanagement.com/

   

  I hope this works out for you.

   

  ~Tyler

• Initial Complaint

  08/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Northpoint Asset Management, LLC **** *** ***** **** *** Fort Worth, TX 76244 ###-###-#### I have been renting for about 20 years of my life, and this was by far the worst experience I've ever had. They lied about the place not being cleaned, and about damages to the house that were already there, which was their justification for stealing about $950 from our deposit. They also did something very similar to the previous tenants upon move out; I know bc I am related to them. We also were paying for a house with a fireplace that would smoke the house out whenever we tried using it, we asked them to fix it, but they never did, so the right thing to do would have been to discount our rent, bc we couldn't use our fireplace, but of course they didn't do that. The previous tenants also asked them to fix the fire place but it was never fixed. We rented from them from 2018 to 2021. We told them how wrong it was for them to steal our deposit and I cited reasons but Stephanie M**** ignored me.

  Business response

  08/05/2021

  The tenant moved into the property May 24, 2018 and vacated May 31, 2021. The home was professionally cleaned prior to the tenant taking possession, and a full make ready inspection was conducted as it is on all of our properties. The lease specifically states the tenant is responsible for leaving the home in the same condition they received it in. Normal wear and tear aside, tenants are expected to remove all belongings, clean the home and touch up paint as needed. Any damages that exceed normal wear and tear are deducted from the deposit. Any cleaning that needs to be done is also deducted from the deposit. 
  
  
  The tenant's initial complaint regarding the deposit was answered on June 29th, and the charges were explained to the tenant. The tenant continued to threaten, call names and argue. Those emails were not responded to. 
  
  
  The tenant was charged for the following items, and this is the response sent to the tenant on June 29th: Toilet seats are only replaced if they are stained beyond the ability to be cleaned. Paint touch up is done on walls and corners, doors and baseboards as needed to cover damage or marks that cannot be cleaned. Unfortunately, the closet in the front bedroom was covered in writing and drawings by a child inside your home. The entire closet needed to be painted to cover the damage done to the walls. The oven was not cleaned. Ceiling fans and light fixtures were not cleaned and covered in dust. Window sills, blinds and windows were not cleaned and were covered in dust and dead bugs. The washer and dryer were not wiped out or cleaned and the lint was not cleaned from behind these machines. The fireplace was not cleaned out. There were burned out light bulbs in nearly every room. HVAC vents were covered in dust. The master shower grout was full of mildew and soap scum. And cabinets and drawers were not wiped out. 
  
  
  The tenant completed a move in condition report when they moved into the property. None of the items they were charged for upon move out were listed on the move in condition report. Cleaning is a flat fee based on the square footage of the home. Make ready charges are based on both labor and materials that needed to be purchased for the make ready. Ironically, their complaints that we treated their in-laws equally as unfairly are unfounded, as that previous tenant was charged one nominal cleaning fee and the majority of their deposit was returned to them. Their experience with their in-laws should have reinforced what the move out process is and what is expected of a tenant upon move out. Instead, the tenant refuses to understand the terms of the lease and continues to mention facts that do not pertain to his move out in any way. 
  
  
  The facts of this case remain as follows:
  1. The tenant signed a legal and binding contract that clearly specified what their performance should be upon move out. They were required to return the home in the same condition in which they received it. They were charged for any damages not listed on their move in condition report, along with a house cleaning, upon move out because they failed to leave the home in the same condition in which they received it. 
  2. The complaints about the previous tenant and their deposit refund are not applicable to this case and are unfounded. 
  3. The fireplace flue and chimney were cleaned at the landlord's expense, even though the landlord is not responsible for this. The fireplace is not a necessary item, did not affect their health or safety, and was at the landlord's discretion to repair if the landlord chose to do so. The tenant issued one work order for this item in November 2019 and never mentioned it again. Yet now it has become an issue?
  4. The tenant's questions were answered regarding the charges deducted from the deposit. The tenant was not ignored. When the tenant continued to threaten legal action and call me names, I stopped responding. There was clearly no rational conversation going to happen regarding this matter.
  5. The tenant left behind a refrigerator, washer and dryer because he didn't want to move those items. The refrigerator had several items that were not functional, and the washer and dryer were left dirty. The tenant felt this was beneficial for the landlord, when in fact it was not. The tenant saved both time and money by not having to deal with or move these large appliances himself. The landlord could have charged the tenant a considerable amount to haul off these items, but did not. 
  
  Stephanie M****, Broker/Regional Manager

  Customer response

  08/09/2021

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

  The message the business  / Stephanie M**** sent is not true; none of it is.  More specifically, I did not "call them names and argue", this is just a clever attempt by the business to get the complaint thrown out, by trying to put forth that I am an unreasonable person.   Was I emotional and upset? Of course, as would anyone be if someone steals almost 1k dollars from them.
  
  
  Do you want to call previous tenants and verify that they also mistreated them? If so, I will provide their contact information for you. 
  
  
  This is obviously a pattern that this business does, and then they lie and justify to try and cover themselves, which is typical of people or businesses that are doing something wrong.
  
  
  Please check and verify, I have never issued a BBB complaint before, I don't want to be spending my valuable time for this. I don't usually even leave bad reviews online, bc I don't like to make it hard for businesses. Usually I either leave a good review or none at all, unless it is egregious.  
  
  
  This incident with this company is egregious, and bc this is obviously a pattern, I feel a moral obligation to take my very precious time to report Stephanie M**** and this company, in order to try and help anyone else that may suffer from this mistreatment in the future. 
  
  If you would like I can fwd all emails I sent to Stephanie so you can see for yourself. 
  
  
  In one of the emails I said that they are 'functioning as bullies', bc that is the truth; they are using their power as a large company to push around the 'little people' / tenants, which is form of bullying. 
  
  
  Please let me know what other information you need from me.

  Our pattern, in contrast, is to always leave the places we rent in amazing shape and condition.  We have literally been told almost every time,  in every place, that we are some of the best tenants they've had, and they are amazed and thankful at how we left the place. This is our pattern, and we did not deviate from this when we moved out of **** ********** **, Fort Worth, Texas.  I have rental references that I can give you if you would like that will corroborate this, bc I always strive to have a good relationship with the building managers.  One proof of this, is that I would almost always send Stephanie M**** a personal, separate email thanking her for fixing items in the house.
  
  
  So our pattern and history great relationships with management companies and landlords, and how they were always impressed with how we left places, is just one more reason why it is clear that this company is in the wrong. 
  
  
  Also, I have a legitimate health and safety concern for the current tenants in **** ********** **, Fort Worth, Texas bc of the fireplace that Northpoint did not fix for us or for the previous tenants. When you use the fireplace, smoke billows out and fills up the house, which is potentially dangerous to the health and safety of anyone inside. We have a work order we sent to Northpoint as proof we asked them to fix this but they didn't. And again, the tenants before asked them to fix and they didn't.  When we first moved in in 2018, we tried to use it and smoke came out in large quantities.  I am thankful that we nor the tenants before us were hurt.
  
  
  If the only thing that comes out of this complaint is that Northpoint is made to actually fix the chimney issue so that no smoke comes out, then I would definitely be happy knowing the current tenants would not be in danger of a health and safety risk in this capacity. 

  Here is our service request for fireplace that was never addressed; literally they completely ignored us about, even though they were very aware and familiar bc the previous tenants had same issue.
  
  
  When I say in the service request, that they sent someone to clean flue, that was for previous tenants, and I know this bc we know previous tenants and they told us that Northpoint made 1 attempt to fix fireplace by sending someone to clean flue, but that it obviously didn't fix it
  Bc it was doing same thing when we moved in in 2018.
  

   

  ///
  
  From: No Reply <[email protected]>
  Date: November 1, 2019 at 1:35:47 PM CDT
  To:
  Subject: Service Request Confirmation on 11/01/2019
  Reply-To: stephanie.m****@northpointam.com
  
  
  Tenant Notification
  
  Re: Service Request Confirmation on 11/01/2019
  Dear 
  This notification is to provide confirmation that we have received your service request and will begin taking action to remedy the situation. Please confirm the details below:
  Lease: **** - ****
  Tenant Contact: ****** ****
  Service Request Number: ****
  Specific Location: Living room
  Preferred Time to Enter: Any Time
  Description: the fireplace is not working properly. when my parents lived here they couldnt use it because smoke billowed into the house. you sent someone to clean out the flue, but it didnt fix the problem. we got a gas log and started using it as a gas fireplace, but the gas also fills the house because its not escaping properly. we would really like to use the fireplace now that its cold outside to cut down on heating bills.
  If corrections are needed, you can log in to the Tenant Portal to edit the service request by clicking on the following link: Portal Login
  Thank you.

   

  ///

  
  Sincerely,
  
  ****** ****

  Business response

  08/18/2021

  There is nothing new with the complaint response. It seems that the responses we have provided with documentation will not be resolved. What, if any, is the desired resolution?

*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. ↩