NorthPoint Asset Management

We regret that this client's property has apparently suffered damages incurred by tenants Tenant damages are an unfortunate reality of being a landlord and as a property management company, we strive to do what we can to prevent and address excessive damages and repairs It is important to point out that this client cancelled our services more than two and a half years ago with the tenant still in place This was around the same time that their Northpoint property manager left Northpoint for a career in financial services He was not fired as the client purports Presumably, that tenant has now moved out and has left behind a lot of damages that neither Northpoint nor the current property manager is responsible for Only the tenant is responsible for damages they inflict The client is attempting to assign blame for the tenant's actions to the property manager Note that Northpoint was not a tenant and cannot be expected to prevent damages made by the tenants Also, since Northpoint's services were cancelled, these damages could likely have occurred during the management term of the subsequent management company.Northpoint DID collect funds for damage repairs for the move out it performedNorthpoint took over management with a tenant in place and was able to collect $from that pre-existing tenant to cover repairs of damages incurred during that tenancy upon their move out Northpoint demonstrated that when it was responsible for the move out, it was able to collect for damages.Northpoint coordinated $in maintenance during the second tenancyNorthpoint then place a new tenant in Jan and subsequently performed roughly $in repairs and maintenance during that tenancy before its services were cancelled by the owner in Oct While this coordination of repair and maintenance items directly refutes the claims that Northpoint "did nothing" to care for the property, we also agree that this does not tell the whole story It should be pointed out that the clients insisted on a $repair authorization as part of their contract In other words, they did not authorize us to fix anything without their express permission with the exception of emergencies This is a highly irregular accommodation since the majority of Northpoint's clients grant repair authorization of approximately $on average A $repair authorization makes it more difficult for Northpoint to properly and efficiently administer repairs But despite this obstacle, our records show that Northpoint performed or coordinated repairs on eight (8) separate occasionsTenants are responsible to document moconditionAt Northpoint, we offer the tenants the ability to document the mocondition of their home We find that this allows them more subjectivity and flexibility in the interpretation of the condition of their home at move in This also serves to document any items that are not deemed moready in order for them to defend against possible repair items that predate their tenancy It is a common industry practice to allow tenants the right to document items for themselves In the lease agreement, all tenants are provided a copy of this moinspection form and are encouraged to complete and return it to Northpoint within a set period of time, usually days If the Moinspection form is not returned to Northpoint, it is assumed that the unit was delivered in rent ready condition In the case of the second tenancy, no moinspection was received and thus, any repair or maintenance items that are not in moready condition are the complete responsibility of the tenant.Northpoint's services were cancelled by the client with the tenant still in place.Northpoint did not manage this tenancy to its conclusion nor did it complete the move outAs mentioned above, the client cancelled Northpoint's services in Oct We transferred the tenants deposit to the new management company and met in person to transition this property to the new management Northpoint cannot speak to, nor can it be responsible for any actions or in-actions that occurred while the property and tenant was managed by another company Presumably, the tenant ended their lease and damages were discovered and itemized at the time of their move-out.Northpoint is not liable for tenant damagesThere is no property management company that accepts liability for damages created by tenants or others Property managers do their best to prevent and address damages, but we do not live at the property and the threat of losing the security deposit, while not perfect, is a proven and time tested deterrent aimed at preventing excess damage to the property This is one of the risks of being a landlord and why having proper landlord insurance is so important In fact, our contractual agreement specifically indemnifies Northpoint from suits and claims arising from the management term such as tenant damages When tenants breach their contract, the tenants are the ones responsible for damages In no case does a property manager assume responsibility for the tenant's actions or damages The client is confusing management functions with tenant responsibilities and is suggesting that because Northpoint did not prevent damage, that it assumes responsibility for the actions of the tenant Northpoint is not the tenant The clients have several remedies at their disposal to pursue the tenants for damages, but assigning those damages to another party is not one of them Inspections are not contractually requiredNorthpoint does perform site visits from time to time to check in on the property but there is no language in our contractual agreement that specifically requires a set number, interval, format, or scope of inspections Our visits take many forms including drive-bys, lease renewal signings, tenant wellness checks, visits from our repair techs, walk-throughs pursuant to moor move-out, and yes, scheduled inspections with detailed check lists The language the client is referring to was added to our website sometime after they cancelled and was removed from our website almost a year ago This is because Northpoint has since established a more standardized inspection function that includes a separate paid feature for additional inspections with thorough documentation as requested.Wear and tearAnother reality of land lording is that certain items incur wear and tear which cannot be attributed to the tenants Carpet is a good example In most places, carpet cleaning is the responsibility of the tenant, but carpet replacement cannot be charged to the tenant if it has reached its useful lifespan Many courts have established that the lifespan of carpets in a rental property is years We cannot comment on the age of the carpet in this property, but the tenants should be held to account for its cleaning and possibly even its replacement if the carpet is less than seven years old and was destroyed by the tenant's negligence and not by wear and tear Again, since Northpoint was removed from its management functionLike a chain of custody, we simply can't know or comment or characterize the damages the tenants may have inflicted Based on the above, we do not feel that the client's complaint is justifiable given the nature of our agreement with them, the nature of the tenant's responsibility to their lease agreement, the client's voluntary cancellation of our services before the end of the lease term, and the time that has passed since our business relationship ended Neither Northpoint, nor any other property manager can or will be held responsible for the actions of tenants Further, any characterizations that Northpoint's managers were rude or profane to its own clients are hearsay and run against our company culture and hard won reputation We have thousands of satisfied clients who have benefited from our results-driven performance and positive working relationships.Sincerely,NORTHPOINT ASSET MANAGEMENT

To Whom It May Concern: We do not agree with their assessment of our failure to provide the services outlined in the property management agreement We have reviewed their complaint and thoroughly evaluated Shaun’s performance and have found that he fulfilled his obligations per State and Federal laws, and in accordance with Northpoint’s policy, procedure, and the property management agreement with this property owner If there is new evidence not yet provided that may conflict with the above, we are open to discussion and a change of our conclusion Further, it is our opinion, based on their specific accusations, attempted character assassination, and continued harassment of our managers and employees, that they are shifting blame upon us for the failure of their tenant to abide by their lease agreement We cannot be held responsible for the failure of a tenant’s actions, nor should or could we operate outside of the laws set forth by the Division of Real Estate It appears they are not experienced landlords and do not understand the inherent risks associated with entering into the “landlord business.” Simply, there are limitations to what we are allowed to do within law and we cannot force a tenant to abide by their lease contractShould they continue to erroneously slander our company, our agents, and continue to exhaust our time and efforts to explain such, we will engage our legal option to pursue them for damages caused by their efforts to shift blame upon a third party that completed its obligations to the best of its ability, in good-faith carried out its responsibilities, and within its legal rightsRespectfully, John P [redacted] , CEONorthpoint Asset Management

Per phone conversation with Kurt L [redacted] : The company resolved complaint with consumer on 9/

Complaint: [redacted] I am rejecting this response because:It was based on Northpoint's reputation that we selected Northpoint to manage our property in the first placeWe were unaware of a $authorization for repairs and with our previous manager had an account for such things that would be drawn upon as neededWe were not difficult to reach as Northpoint alleges and have a paper trail proving that we contacted our manager immediately whenever we were informed that a repair was needed and it would take several e-mails and phone calls to get a response from our managerPrior to terminating our contract with Northpoint after repeatedly trying to reach our manager with no response which was part of the reason we did terminate we finally reached someone with the company who said our manager was no longer with them but we were never contacted about the change or who our point of contact was going forwardNorthpoint also was allowing our tenants to make deals where they would pay partial rent and play catch up later without informing us of what was going onAlso Northpoint had could not provide move in pictures even those used for advertisement if any were used because they did not take any as far as we could tellOther than acting as a collection agency there wasn't much service providedWe are not denying that repairs weren't necessary during the tenancy but the manager was not contacting us to get them resolvedWe saw them pop up in the portal which was the only way we knew about anything with our houseWe had to follow up with the manager to try to make sure that things were scheduled in a timely mannerOur complaints lie mostly with our manager and whoever was overseeing himCommunication was poor on the end of NorthpointWe couldn't have been the only clients that had issues with this particular managerWe would not have signed on with Northpoint if some sort of checks on the property were not being made, to suggest otherwise doesn't make sense because that was the service we had been used to prior to NorthpointWe had expressed that desire to have our property periodically checked when we signed on with NorthpointThe point of filing this complaint was not to seek monetary compensation but at the very least an apologyWe felt we were badly treated as customers and don't want someone else to have the same experience we hadOur manager was not going up and checking on the property except for a drive by onceWe do have pictures of that one time and from those pictures there were violations in our tenant's contract that were very much visible and should have been addressed such as drilling holes in the siding of the house and running cables up on the roofThe state of the yard also was problematic then but no action was taken instead without our consent their contract was renewedIt is offending the company is essentially accusing me of lying about our interactions with themWe did want a better outcome and tried to work with NorthpointI have nothing to gain by being falseNorthpoint could have done better screeningThey could have done a thorough walkthrough prior to renting the property instead of dismissing that very important step and should have had a record of their advertisement that proved the state of the house when it was first rentedFortunately we did take pictures ourselves of the house prior to the tenants taking occupancy which showed how extensive the damages were by the time they leftHad we been in a financially secure place to have had the tenants leave when we terminated our contract with Northpoint we would have done so but the damages already done were too extensive to have been easy to fix with deep cleaning and minor repairsWe did not feel like valued clients and felt that Northpoint was only interested in collecting money but not interested in protecting our property or at the very least helping mitigate the damages before they became too badI am not sure why we were not given the option of a different manager when clearly it wasn't working as we had to often contact someone else from the company before he'd respond back to us after repeated e-mails and callsIt obviously wasn't a good fit and wasn't working wellIf anything our hope is this is something that Northpoint can use to improve their services so that no one else has a similarly bad experienceI'm not sure if our situation was unique as we were out of the country while Northpoint "managed" for us but accusing us of not being good at communicating or hard to reach is absolutely and we can prove thatThere is no excuse in this day where communication is so easy that we shouldn't have been able to have our manager respond in a timely manner and without repeated e-mailsOur manager prior and after Northpoint never had an issue reaching us even though we weren't local and we always responded within hoursThe last response sounded more of a justification for poor service than admitting that perhaps they were not completely blameless for our bad tenant experienceA management company can't control what a tenant does in the property but they should be doing due diligence and checking references prior to occupancy and absolutely should know the condition of the property before extending a rental agreement and should not extend without the express permission of the ownersThis is where Northpoint failed us and hopefully this will not happen again to anyone else Sincerely, [redacted] ***

I came to Northpoint with a property in need of repairs but to which I did not have the keys, and with tenants but no lease. So I really had Northpoint's work cut out for them, and they did not disappoint! Within about 1 month, my manager was able to get the property inspected, secure the keys, and begin discussions with the tenant on a lease. This was all despite communication issues with, and delays by, the tenant. My manager and her broker also helped me get to the bottom of a water bill issue and very patiently provided a lot of helpful advice and guidance along the way. They are always on top of what needs to be done often before I know about it. That is very valuable to me as a new investor residing out of state. I truly feel like they have my back, and, after a horrible experience with another management company in Columbus, it is just a relief to have found a property manager that I can trust.

I am using North Point because of their friendly staff in DenverVery nice and friendlyAlways get back to me fastGreat on-line owner portalIt is so easy to view and track my fundsNo hidden fees! All fees are tied into the monthly rental feeI would recommend them to anyone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Below is the response from our Manager, Shaun R***:My first meeting at this property was with Mr***'s sister. She informed me that their mother passed away and that they were left with her home and all her possessions. During our conversation, she informed me that they would
remove all the items from the property and that she would be moving to another state within a few weeks. It was established that her brother (*** ***) would be the main point of contact for all property issues and authorizations. Shortly before the property was lease there was a breand the police were called. Mr*** called me and informed me that the property was broken-into and that no items were missing and the property was secure. I informed the owner that I would drop by the property within a few days to walk around. I also stated that because the police secured the property the only thing we could do would be to check the window locks and gate lock. I informed Mr*** that he would need to authorize the purchase of a new gate lock and window locks. The cost of this service was not discussed as I was not sure how many locks were needed. Additionally, the cost of this service is not free and the purchase of any items for the home would be the owners' responsibility. When I arrived at the property, I was approached by a neighbor and informed that the next door tenants were breaking into the property and that he contacted the HOA. While I was on location, I received a call from the president of the HOA. She informed me that they were aware of the breand that several neighbors called her about the next door neighbors. In this conversation, the president of the HOA stated that they were unable to contact the property owner next door and that they were trying to have the "problem" tenants removed. After securing the property I left and updated Mr***.Each conversation with Mr*** was stressed, and it was clear that he was still dealing with the loss of his mother and the condition of the home. His expectation was that we rent the home as quickly as possible because he could not pay the mortgage and that he did not want to think about the property. About a week later, I started receiving calls from people asking me if the rental was available. I was concerned because these leads were coming from Craigslist and not MLS. I do not market on Craigslist and MLS does not syndicate to Craigslist - I started to assume that there was a secondary ad posted or a scam ad being marketed for the property. A few days later Mr*** called me and asked for am update on the property. I informed him that we scheduled a few showings and that we were receiving calls from another ad outside of our marketing. He informed me that he started marketing on craigslist because he wanted to help the process move forward. At this time, our marketing was active for days with one price reduction - more exposure was not the answer as the price was above the market rate for this area. I instructed Mr*** to remove the ad immediately as it was in direct breach of our contract and it was in violation of our brokerage marketing policiesHe resisted the request and I informed him that because it was a "blind ad" it would need to be removed or we would need to cancel the contract. After several minutes, he agreed to remove the add so we could move forward. On Feb 6th 2017, we signed the lease with tenants Mr*** approved and scheduled the move in for the following weekend. About a week later, I received a call from the tenants instructing me that they needed access to the storage unit so they could remove items from their paid storage unit across town. I called Mr*** and he instructed me that he did not have space to store them and that they would need to stay at the property. I informed him that I was never made aware he would keep those at the property and that the rental rate we secured was on the high end of the market, and that the tenants paid extra to have access to the storage unit on the property. Mr*** became angry and insisted that he did not know where to put his mother items and that he would be able to pick up the items after the tenants moved. I called the tenants and informed them that the owner was not going to move the items and they were furious. It was at this moment that I realized the relationship was on edge, both with the owner and the tenants. I reassured them that I would keep talking to the owner and that I was sorry the information was not provided to me during the marketing period. I was never able to resolve this issue - the tenants stopped asking for the storage unit and we all moved on. The tenants were delinquent June and the eviction process was started. At this time, I explained the eviction process and that because he opted to have eviction insurance he would not be responsible for the cost of an uncontested eviction. On the 21st of June, the tenants paid the balance and the eviction process was stopped. Each month after that the account was delinquent and the communication with the tenants eroded to the point that they would not call us back. In October 2017, we successfully received a court judgment to evict the tenants. I called Mr*** and informed him of the situation and that the tenants informed our attorney that they were going to pay the entire balance so they could stay in the home. The next day (Friday, October 27th) the tenants dropped a payment at our office for the entire amount due, $2,132.95. I called Mr*** on Saturday and informed him that he received the payment. I also informed him that this does not change the order from the court and that we could still evict the tenants within 5-days. Mr*** instructed me to move forward with the eviction as of December if they did not pay for Decembers rent on the first of December. At this time the tenant's balance was $0. I called the tenants and relayed the plan, they acknowledged and said that they would be out by December 3rd. The tenants were happy that they did not need to move prior to Thanksgiving.On December 5nd, the tenants were past due on their rent so we requested the writ from the court. About a week later I received a call from the constable and the eviction was scheduled for the next day. During the move out inspection, it was clear that the tenants trashed the home and did not start moving items as agreed. After we secured the home I called Mr*** and informed him on the condition of the home and that we needed to hold the items for days. During this conversation, Mr*** informed me that one of his neighbors was a handyman and that he may be able to help. Mr*** asked me if we would be able to have someone wait at the property to make sure the tenants moved items out of the home and I informed him that we do not provide that type of service. I suggested that our handyman could help but that the rate was $per hr. He laughed and said that he would just pay his neighbor to wait and assist with the move-out of items, repairs, and cleaning. After all the tenants' items were moved, I inspected the property and took pictures of the condition. At this point, Mr*** informed me that we were too expensive and that his neighbor would help with all repairs and cleaning. A few days later I dropped by the property to check on the condition and the lockbox was open and the keys were missing. I called the handyman and he informed me that Mr*** asked for him to hold the keys and not let anyone in the property. He then instructed me that he would not give me the keys. I called Mr*** and informed him that we needed to keep the keys in the lockbox so we could have access if anything happened. Mr*** agreed and instructed his handyman to place the keys in the lockbox. At this point, Mr*** was very argumentative and insisted that we pay for the tenants' damage. I reiterated that even though the tenants were evicted, I was able to mitigate the past due balance down to $to help offset any damage and repairs. I understand that Mr*** was forced into an uncomfortable situation that required more from him that I think he was prepared to provide. We do not guarantee tenants and their rent because peoples lives change and financial situations can be turned upside down. Many of the items and issues Mr*** faced with his property were not typical situations and were not services we provide for free. From the onset, I tried my hardest to rent the property in its condition but my efforts continued to fall short of Mr***'s expectations

First of all, we ask that the BB consider removing and disqualifying this complaint as it originates from a party that is not a client or customer and who initiated an unsolicited transaction with Northpoint without prior communication or notice However, if the BB is unwilling to consider
removing this complaint on the basis on standing as a client, we are providing the response below to defend our actions and our brand and highlight the complainants unreasonable behavior and threatening demands.***Due to the nature of our business, we do have displeased applicants, who were never clients of ours, and who feel that they can force our hand by holding us to the fire with Social Media, online listings, rankings and review companies, and the Revdex.com.We completely disagree that an applicant to rent one of our clients properties can attack our reputation or our ratings, because their credit report or personal historic data gets them denied from renting our clients properties.Clearly one can see that this sort of arrangement makes companies like ours susceptible to this type of threat and extortion by unscrupulous personalities, who were never actually our customers Our application page very clearly states that applicants fees are non-refundable This is because there is actual work that goes into reviewing an application, submitting it for screening and purchasing credit and criminal reports.If someone applies to a college and does not meet the requirements to get in, should they be authorized to comment on the quality of education that college provides to its students?Before this complaint was filed, Northpoint had already started the process to refund the fees this applicant paid on line, even though we had legally earned those fees and had used them for the purpose for which they were paid, and had incurred cost and spend money to complete that task.In less than hours from when this unknown applicant had, on their own professional Judgement, applied to rent a unit without ever viewing the unit or speaking to anyone, Northpoint had endured numerous unwarranted attacks and had started processing an undue refund, in order to avoid any future interactions with this aggressive individual.However, now we will be forced to continue enduring these unfounded, slanderous, public comments of this complainant forever, because we did not give in to her extortion faster. What follows is a series of communications that took place What you will see is an individual who acts impulsively, impatiently, and then aggressively with threats to defame and discredit our company in order to force a refund.Morning of 6/7/2017About 11:00am - We received two unsolicited applications to rent one of our clients properties.Shortly after, (or whatever time) we set an appointment to show the property to prospective tenants, at noon.About 11:30am - After receiving the applications, we processed them through our third party vendor, and found that one of the applicants had evictions on their record, that would prevent them from qualifying to rent.About 11:- We contacted that applicant and let them know they would not qualify, and cancelled the appointment to show them the property at noon.Noon - We started receiving aggressive texts and emails from the other applicant.We alerted her that the applications had been denied and we had cancelled the appointment with the other applicant.She continued with aggressive demands, and demeaning and combative comments, along with demanding that she knows all there is to know about our industry, and asserted that she would file complaints and attack our reputation if she didn't get what she wanted.This total stranger, with whom we have had no interaction.Complainant send text messages in a minute period.Complainant - Demand to See UnitNP- In a MeetingComplainant 2nd: Skills attack -she knew more about leasing.Complainant 3rd: Have Proof of Wrongful Eviction.Complainant 4th: This is Beyond Unprofessional and Unacceptable.Complainant 5th: Demand Money, Threatens ComplaintBy her 4th message -before we even had an opportunity to respond to the others: Started with the name calling, demanding we were unprofessional and this was unacceptable Then before we could even respond demanded money and Threatened complaints.NP 2: Until Reasonable Evidence Presented - Can't Move Forward.Complainant 6th: Your Report is Your proof (implying that if we knew our industry, we would already know she didn't have an eviction).Within Same message: Name calling, threat, demand for funds, Complaint.4:PM - Complainant Email 1: Email to Corp -Name calling, demands, threats Promises to complain and report and attack everywhere if she does not get what she wants.We have never even verbally spoken with anyone with your company other than the lovely Yvonne who is the absolute ONLY reason I have not YET filed a claim with the Revdex.com, Yelp and Google in regards to the absolute horrific way your company treats prospective residents Xxxxx Xxxxxxx is the absolute most unprofessional pile of sm I have had the unfortunate encounter with dealing with in leasing in my over years of personal experience in this industryI am APPALLED at the pathetic level of customer service provided hereIf this situation is not rectified by either a refund or a reconsideration of our application with documents provided showing there was never an eviction filed and she has leased both apartments and homes since this date over years ago I will be contacting the Revdex.com, Yelp, Google and any other campaign necessary to display the inappropriate conduct of your company when it comes to prospective residentsAs an agent in this community for over years - Shame on you.Let me know how you plan to proceed within hours or I will be proceeding with my reviews and screenshots of the nasty conversations I had with yourAgent.4:PM - NP: Starts looking into situation and starts process on possible refund.4:PM - NP: Starts inquiry to gather info4:pm - NP Email 1: Response email sent to Complainant: We are gathering information to respond to your complaint.4:pm - Complainant Email 2: Aggressive response - Accusations of wrongdoing - ThreatsThat's fine Xxxxx,I understandI would like to point out Yvonne could find no record of our application which is illegal for him to completely delete us when we paid money to applyI will be contacting GREC (Georgia Real Estate Commission), Trust Dale, your real estate board (NAR), Zillow and anyone else who will listen in regards to this if this is not rectifiedThis is horrific treatment of a perfectly decent prospect resident5:pm - NP Email 2: Response to Complainant - An Application was processed, credit reports were ordered and paid for, (time and expenses incurred by NP), but in good faith, we are looking into a refund.6:PM - Complainant Email 3: Threats of ActionI will be proceeding with contacting the Revdex.com, NAR, GREC, zillow, Yelp and everyone else I need to with reviews against your company for the deplorable lack of communication and customer serviceyears in the leasing industry and I've never encountered such horrendous customer serviceWon't be the last you'll be hearing from usI have all documentation I need to justify my case6:pm - Complainant Email 4: Follow up aggression, and more threats of public reputation assassination.6:pm - NP: Starts processing RefundJune 8, 20178:AM - Received Notice from Revdex.com that Complainant had already started attacks on our reputation.In less than hours, this unknown applicant, who applied without ever viewing the property, or speaking with anyone, has applied for an unseen unit, been denied (based on available publically historic information), sent numerous harassing texts, emails and phone calls, and has made demands and threats of Reputation Assassination, and has filed a complaint with the Revdex.com and made other attacks on our reputation, license and livelihood.This person is not a client, and never has been.We have not met them.We did not instruct them to apply before viewing the property or speaking with someone we never even said they could not be approved, we only said that with the current information they could not be approved.This person told us in one of her numerous rapid fire, aggressive text messages, that they would not work with us, and they demanded a full refund, even though we had rightfully spend time, energy, effort and money to process their application and purchase a copy of their credit report.Repeatedly, before we could even respond, this Complainant jumped to conclusions and made threats and demands, and then followed up on those undue threats with actual attacks on our reputation.At this point in time, we should be seeking sanctions against the Complainant, as we have been unduly harmed by their actions.Like all others in our industry, we perform background screenings using a third party that search for public records and reply on those services for accuracy The application was rejected due to an eviction notation from public records We acted in accordance with our mandate to protect the property from tenants with a history of bad credit, evictions or violent criminal history and cannot be faulted The applicant does not refute that an eviction is on their record and over emphasizes that they have a right to challenge the application findings when they do not It is at to sole discretion of the property manager to investigate further or not The tenants reaction is completely unreasonable and disproportionate given that the application was submitted without notice or prior contact, which out first seeing the property, and with the clear and written instruction on the application that application fees are NOT REFUNDABLE Surely the applicant, who professes to be a professional property manager herself is familiar with this very consistent industry standard.The applicant became abusive and would not take no for an answer and began harassing our manager and demanding a verbal conversation The manager was occupied and could not her return calls It is not uncommon for property managers to be occupied during the day and perform call backs within a free window of time However, after the applicant demonstrated a disproportionate behavior, the decision was made to avoid verbal contact in favor of written communications only.The applicant had many other methods at her disposal to avoid this situation includingsetting an appointment to first view the property;calling or email BEFORE applying and disclosing the eviction and asking for guidance before spending an application feeresponding in a respectful and professional manner in writing to ask for special consideration while offering additional contextPatiently waiting for a call back from the property manager when was freeNot engaging in aggressive and adversarial posturing by threatening to leave bad reviews online if not called back or reconsidered immediately.Providing additional references to explain the eviction record ahead of time.Again, this applicant claims to be a professional property manager herself So it follows that she would know all of these alternate techniques to better influencing the outcome of an application with adverse components But instead the applicant has taken a tone of entitlement when no such entitlement exists She demanded a reconsideration of her application using threats and unreasonable behavior which only strengthened our fears that this would not be a successful relationship to engage in.The tenants own actions, including the submission of this Revdex.com complaint and other online complaints within less than hours, and clearly demonstrates capricious and unstable judgement that relies on one-sided perspective and interpretation and refuses to work within reasonable and industry-aware expectations.Despite the above, we decided to refund the application fee of $in full as an act of goodwill A refund check was was mailed on 6/8/(check #95) and was cashed by the complainant on 6/15/

We had a very frustrating experience with Northpoint The only positive is that they found renters for us within a month of signing the contract That being said, the sales person, Quinn, who was trying to get our business was very responsive initially, but once we signed the contract and started experiencing problems with the staff, he disregarded every single email Below are examples of why we are rating this company negatively:
-There seemed to be a lot of miscommunication between our contact, Kim R***, and their finance dept We were told that utility bills were paid, but we received letters notifying us that payments were overdue and that we would be considered delinquent if we did not pay ASAP....all due to the incompetence of Northpoint
-They had problems with one of their employees who "dropped the ball" on multiple occasions and then because they could not clean up all of the messes she created, they sent us a letter cancelling the one year contract after only two months of working with us They basically charged us $to create chaos, miscommunicate to the renters that we (the homeowners) were not willing to address their issues, and charged us thousands of dollars for work that was not verified to be completed (that Northpoint was overseeing)-Northpoint did not share the renters' walk-through checklist with us-Their portal was unclear and nobody at Northpoint was able to explain all the line items to us We had to figure out how they came up with their numbers, based on receipts and bills that we paid-It took Northpoint over four weeks to transfer the renters' security deposit and refund our deposit (for their vendor payments) to us

Complaint: [redacted]
I am rejecting this response because:It was based on Northpoint's reputation that we selected Northpoint to manage our property in the first place. We were unaware of a $300 authorization for repairs and with our previous manager had an account for such things that would be drawn upon as needed. We were not difficult to reach as Northpoint alleges and have a paper trail proving that we contacted our manager immediately whenever we were informed that a repair was needed and it would take several e-mails and phone calls to get a response from our manager. Prior to terminating our contract with Northpoint after repeatedly trying to reach our manager with no response which was part of the reason we did terminate we finally reached someone with the company who said our manager was no longer with them but we were never contacted about the change or who our point of contact was going forward. Northpoint also was allowing our tenants to make deals where they would pay partial rent and play catch up later without informing us of what was going on. Also Northpoint had could not provide move in pictures even those used for advertisement if any were used because they did not take any as far as we could tell. Other than acting as a collection agency there wasn't much service provided. We are not denying that repairs weren't necessary during the tenancy but the manager was not contacting us to get them resolved. We saw them pop up in the portal which was the only way we knew about anything with our house. We had to follow up with the manager to try to make sure that things were scheduled in a timely manner. Our complaints lie mostly with our manager and whoever was overseeing him. Communication was poor on the end of Northpoint. We couldn't have been the only clients that had issues with this particular manager. We would not have signed on with Northpoint if some sort of checks on the property were not being made, to suggest otherwise doesn't make sense because that was the service we had been used to prior to Northpoint. We had expressed that desire to have our property periodically checked when we signed on with Northpoint. The point of filing this complaint was not to seek monetary compensation but at the very least an apology. We felt we were badly treated as customers and don't want someone else to have the same experience we had. Our manager was not going up and checking on the property except for a drive by once. We do have pictures of that one time and from those pictures there were violations in our tenant's contract that were very much visible and should have been addressed such as drilling holes in the siding of the house and running cables up on the roof. The state of the yard also was problematic then but no action was taken instead without our consent their contract was renewed. It is offending the company is essentially accusing me of lying about our interactions with them. We did want a better outcome and tried to work with Northpoint. I have nothing to gain by being false. Northpoint could have done better screening. They could have done a thorough walkthrough prior to renting the property instead of dismissing that very important step and should have had a record of their advertisement that proved the state of the house when it was first rented. Fortunately we did take pictures ourselves of the house prior to the tenants taking occupancy which showed how extensive the damages were by the time they left. Had we been in a financially secure place to have had the tenants leave when we terminated our contract with Northpoint we would have done so but the damages already done were too extensive to have been easy to fix with deep cleaning and minor repairs. We did not feel like valued clients and felt that Northpoint was only interested in collecting money but not interested in protecting our property or at the very least helping mitigate the damages before they became too bad. I am not sure why we were not given the option of a different manager when clearly it wasn't working as we had to often contact someone else from the company before he'd respond back to us after repeated e-mails and calls. It obviously wasn't a good fit and wasn't working well. If anything our hope is this is something that Northpoint can use to improve their services so that no one else has a similarly bad experience. I'm not sure if our situation was unique as we were out of the country while Northpoint "managed" for us but accusing us of not being good at communicating or hard to reach is absolutely false and we can prove that. There is no excuse in this day where communication is so easy that we shouldn't have been able to have our manager respond in a timely manner and without repeated e-mails. Our manager prior and after Northpoint never had an issue reaching us even though we weren't local and we always responded within 24 hours. The last response sounded more of a justification for poor service than admitting that perhaps they were not completely blameless for our bad tenant experience. A management company can't control what a tenant does in the property but they should be doing due diligence and checking references prior to occupancy and absolutely should know the condition of the property before extending a rental agreement and should not extend without the express permission of the owners. This is where Northpoint failed us and hopefully this will not happen again to anyone else. 
Sincerely,
[redacted]

Per phone conversation with Kurt L[redacted]:
The company resolved complaint with consumer on 9/7.

As the contact person of Northpoint for the Revdex.com, it is difficult to investigate/respond to this complaint wherein:  1) No subject property address (Managed Property) is provided; 2) No name of "offending" Property Manager, and/or other persons contacted is given.  Please...

provide us with this missing information as soon as possible in order to expedite.Thank you,Mike F[redacted]

Revdex.com:
This has not been resolved, but since the big company is now threatening me with legal action, I guess I have to back down. This wasn't going anywhere anyway. Not to mention that there is a binding clause in our agreement that says we cannot take legal action and must go through a mediator for any disputes. If the lease guarantor was added to the lease, like he was supposed to have been, I would've been able to try and recoup some of my losses. The tenants were not properly vetted. There is NOTHING I included in my complaint that was not the truth.
Sincerely,
[redacted]

To Whom It May Concern: We do not agree with their assessment of our failure to provide the services outlined in the property management agreement.  We have reviewed their complaint and thoroughly evaluated Shaun’s performance and have found that he fulfilled his obligations per State and Federal laws, and in accordance with Northpoint’s policy, procedure, and the property management agreement with this property owner.  If there is new evidence not yet provided that may conflict with the above, we are open to discussion and a change of our conclusion.  Further, it is our opinion, based on their specific accusations, attempted character assassination, and continued harassment of our managers and employees, that they are shifting blame upon us for the failure of their tenant to abide by their lease agreement.  We cannot be held responsible for the failure of a tenant’s actions, nor should or could we operate outside of the laws set forth by the Division of Real Estate.  It appears they are not experienced landlords and do not understand the inherent risks associated with entering into the “landlord business.”   Simply, there are limitations to what we are allowed to do within law and we cannot force a tenant to abide by their lease contract. Should they continue to erroneously slander our company, our agents, and continue to exhaust our time and efforts to explain such, we will engage our legal option to pursue them for damages caused by their efforts to shift blame upon a third party that completed its obligations to the best of its ability, in good-faith carried out its responsibilities, and within its legal rights. Respectfully, John P[redacted], CEONorthpoint Asset Management

We regret that this client's property has apparently suffered damages incurred by tenants.  Tenant damages are an unfortunate reality of being a landlord and as a property management company, we strive to do what we can to prevent and address excessive damages and repairs.  It is important to point out that this client cancelled our services more than two and a half years ago with the tenant still in place.  This was around the same time that their Northpoint property manager left Northpoint for a career in financial services.  He was not fired as the client purports.  Presumably, that tenant has now moved out and has left behind a lot of damages that neither Northpoint nor the current property manager is responsible for.  Only the tenant is responsible for damages they inflict.  The client is attempting to assign blame for the tenant's actions to the property manager.  Note that Northpoint was not a tenant and cannot be expected to prevent damages made by the tenants.  Also, since Northpoint's services were cancelled, these damages could likely have occurred during the management term of the subsequent management company.Northpoint DID collect funds for damage repairs for the move out it performedNorthpoint took over management with a tenant in place and was able to collect $450 from that pre-existing tenant to cover repairs of damages incurred during that tenancy upon their move out.  Northpoint demonstrated that when it was responsible for the move out, it was able to collect for damages.Northpoint coordinated $1200 in maintenance during the second tenancyNorthpoint then place a new tenant in Jan 2013 and subsequently performed roughly $1200 in repairs and maintenance during that tenancy before its services were cancelled by the owner in Oct 2014.  While this coordination of repair and maintenance items directly refutes the claims that Northpoint "did nothing" to care for the property, we also agree that this does not tell the whole story.  It should be pointed out that the clients insisted on a $0.00 repair authorization as part of their contract.  In other words, they did not authorize us to fix anything without their express permission with the exception of emergencies.  This is a highly irregular accommodation since the majority of Northpoint's clients grant repair authorization of approximately $300 on average.  A $0 repair authorization makes it more difficult for Northpoint to properly and efficiently administer repairs.  But despite this obstacle, our records show that Northpoint performed or coordinated repairs on eight (8) separate occasions. Tenants are responsible to document move-in conditionAt Northpoint, we offer the tenants the ability to document the move-in condition of their home.  We find that this allows them more subjectivity and flexibility in the interpretation of the condition of their home at move in.  This also serves to document any items that are not deemed move-in ready in order for them to defend against possible repair items that predate their tenancy.  It is a common industry practice to allow tenants the right to document items for themselves.  In the lease agreement, all tenants are provided a copy of this move-in inspection form and are encouraged to complete and return it to Northpoint within a set period of time, usually 14 days.  If the Move-In inspection form is not returned to Northpoint, it is assumed that the unit was delivered in rent ready condition.  In the case of the second tenancy, no move-in inspection was received and thus, any repair or maintenance items that are not in move-in ready condition are the complete responsibility of the tenant.Northpoint's services were cancelled by the client with the tenant still in place.Northpoint did not manage this tenancy to its conclusion nor did it complete the move out. As mentioned above, the client cancelled Northpoint's services in Oct 2014.  We transferred the tenants deposit to the new management company and met in person to transition this property to the new management.  Northpoint cannot speak to, nor can it be responsible for any actions or in-actions that occurred while the property and tenant was managed by another company.  Presumably, the tenant ended their lease and damages were discovered and itemized at the time of their move-out.Northpoint is not liable for tenant damagesThere is no property management company that accepts liability for damages created by tenants or others.  Property managers do their best to prevent and address damages, but we do not live at the property and the threat of losing the security deposit, while not perfect, is a proven and time tested deterrent aimed at preventing excess damage to the property.  This is one of the risks of being a landlord and why having proper landlord insurance is so important.  In fact, our contractual agreement specifically indemnifies Northpoint from suits and claims arising from the management term such as tenant damages.  When tenants breach their contract, the tenants are the ones responsible for damages.  In no case does a property manager assume responsibility for the tenant's actions or damages.  The client is confusing management functions with tenant responsibilities and is suggesting that because Northpoint did not prevent damage, that it assumes responsibility for the actions of the tenant.  Northpoint is not the tenant.  The clients have several remedies at their disposal to pursue the tenants for damages, but assigning those damages to another party is not one of them.  Inspections are not contractually requiredNorthpoint does perform site visits from time to time to check in on the property but there is no language in our contractual agreement that specifically requires a set number, interval, format, or scope of inspections.  Our visits take many forms including drive-bys, lease renewal signings, tenant wellness checks, visits from our repair techs, walk-throughs pursuant to move-in or move-out, and yes, scheduled inspections with detailed check lists.  The language the client is referring to was added to our website sometime after they cancelled and was removed from our website almost a year ago.  This is because Northpoint has since established a more standardized inspection function that includes a separate paid feature for additional inspections with thorough documentation as requested.Wear and tearAnother reality of land lording is that certain items incur wear and tear which cannot be attributed to the tenants.  Carpet is a good example.  In most places, carpet cleaning is the responsibility of the tenant, but carpet replacement cannot be charged to the tenant if it has reached its useful lifespan.  Many courts have established that the lifespan of carpets in a rental property is 7 years.  We cannot comment on the age of the carpet in this property, but the tenants should be held to account for its cleaning and possibly even its replacement if the carpet is less than seven years old and was destroyed by the tenant's negligence and not by normal wear and tear.  Again, since Northpoint was removed from its management function. Like a chain of custody, we simply can't know or comment or characterize the damages the tenants may have inflicted.  Based on the above, we do not feel that the client's complaint is justifiable given the nature of our agreement with them, the nature of the tenant's responsibility to their lease agreement, the client's voluntary cancellation of our services before the end of the lease term, and the time that has passed since our business relationship ended.  Neither Northpoint, nor any other property manager can or will be held responsible for the actions of tenants.  Further, any characterizations that Northpoint's managers were rude or profane to its own clients are hearsay and run against our company culture and hard won reputation.  We have thousands of satisfied clients who have benefited from our results-driven performance and positive working relationships.Sincerely,NORTHPOINT ASSET MANAGEMENT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Northpoint's executive management team has reviewed with Nathan the complaint that has come from [redacted]. The good news is that it sounds like this problem has been resolved. [redacted] had a misunderstanding that we can not do repairs or renew leases without first obtaining the Owners...

permission. Nathan had been relaying the messages from [redacted] to the Owner but had not received a response from the Owner.  After many attempts to contact the Owner James about the renewal, he received this email from JamesHi Nathan,Sorry for the delay.  I was away from all internet connectivity for two years. I'm comfortable renewing the lease for another year at a $35 monthly increase.Thanks,James *. H[redacted]Since this email from the Owner, the lease has been renewed. [redacted] also misunderstood the fees that were on her account. Nathan has explained to her that the $300 were not fees associated with the returned payment but were late fees they have accumulated over the term of their lease. There is a $35 fee charged for returned payments which cover the fee the bank charges us for the returned payment. Even though Nathan had no knowledge of this complaint with the Revdex.com till now, he has worked with [redacted] to get the lease renewed and even worked with her on the late fees she had on her ledger. From reading [redacted]'s last email to Nathan, she appears to be happy and appreciative of Nathan's efforts.