Complaints

This profile includes complaints for Northpoint Asset Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Northpoint Asset Management, LLC

  170 N Main St Ste 875 Salt Lake City, UT 84103

  
• 

  Northpoint Asset Management, LLC

  7280 NW 87th Ter Ste C-210 Kansas City, MO 64153-3720

• 

  Northpoint Asset Management, LLC

  2415 E Camelback Rd Ste 700 Phoenix, AZ 85016-4245

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  Northpoint Asset Management

  3440 Toringdon Way STE 205 Charlotte, NC 28277

• 

  Northpoint Asset Management, LLC

  6100 Oak Tree Blvd Ste 200 Seven Hills, OH 44131-6914

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Northpoint Asset Property Management for my rental property in Round Rock at the end of May. It was not placed on the rental market until June 9th. I thought it was a bit strange it took the manager, ******* ******, a week to place it on the market. There are no repairs done and the house is vacant. Anyway, after the house is on the market, there are no weekly rental reports and I don't receive any communications. I emailed ******* a few times then finally received the response that there were only 5 tours after being on the market for 1 month. I realize the management style is not what I expected despite the high google review. I emailed ******* informing her that I decided to terminate the agreement and requested to remove my listing on July 2nd so that my realtor can lease the house for me.
  
  Despite multiple emails and texts to *******, voice mail, and emails to the other management staff ( ** ******, ***** ***** and ******** ********) asking to remove the lease listing on MLS, and asking if there is anything I can do, their response is that they are still working on it. It has been almost 2 weeks and still not removed! ******* finally emailed me that only the broker, not ******* herself, can remove the listing?! Even if that is the case, why can't their broker remove it? It is less than 1 min job, but it has been almost 2 weeks and still not removed! I am completely frustrated, aggravated, and baffled with their unprofessional and unethical behavior!. As long as the house is under their listing, my realtor can not take over. I feel they are holding me as a hostage on purpose. I can not move forward with my own property as planned, losing valuable time and money. I hope BBB can reach out to them to remove my lease listing on MLS ASAP. Thank you!
  
  My Property add: *** *** ****** **** ***** ***** ** ******
  
  Property manager: ******* ******, Northpoint Asset Management ***** ******** * ******** ***** *** ***** *** ******* ** *****

  Business Response

  Date: 07/17/2025

  Dear *****-****,
  
  Thank you for your feedback and for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused.
  
  As mentioned in the email sent to you earlier today, the lease listing for your property has been removed. We understand how important a timely resolution is, and we regret the delays you experienced during this process.
  
  Please know that this matter has been escalated internally to help prevent similar issues from occurring in the future.
  
  We appreciate your time and patience.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve contacted the asset manager several times about the tree in the backyard that is hanging over into the alleyway and branches to the ground and in the neighbor’s yard , also wires that are disconnected and hanging from the garage. The toilet handle loose in the hallway and the stove drawer that’s broken, also the back door frame had been kicked in or loose, which is a safety issue and needs to be replaced, as well as the top lock on the front door that is loose and weather stripping that needs to be replaced. There are other inventory items that were turned in upon the move-in. They have not been addressed only for me to be informed almost a month later that I needed to submit these online. I requested a particular day in their meld system which indicates that you have to pick “up to five times “ but it won’t allow you to pick one or two times so you have to pick all the diems, someone in their company goes and changes the date : without any confirmation, or conversation as they don’t answer the phones. I chose an appointment on either a Tuesday or Thursday only to keep receiving a text message and email for a different day so I miss work waiting. I received a text message this morning that it’s been changed to Friday. I have a child who has multiple disabilities and has appointments so, this is an interruption of our days to maintain our schedule. They keep changing the date which is professional gaslighting, and no one ever shows up. I am charged $64.95 a month as to which when I moved in that should have been included in the first month rent for additional services . I have not received a filter. There is no account of the rent payments being on my credit report, so that’s also theft. I was charged $64.95 and .47 had even received an eviction notice for 7660.00 and was told it would be taken off and it has not been taken off. As that charge was not mine to pay.
  The asset manager has not resolved anything

  Business Response

  Date: 07/17/2025

  Dear *********,
  
  Thank you for reaching out and for taking the time to outline your concerns. We sincerely apologize for the delays and frustration you've experienced, and we understand how difficult this must have been—especially while managing a demanding schedule and caring for your family.
  
  We’ve spoken with the assigned property manager regarding your case, and they have confirmed that your maintenance concerns and account items have now been addressed. We understand how important timely communication and reliable scheduling are, and we’re working to ensure you no longer experience disruptions or uncoordinated appointment changes moving forward.
  
  We appreciate your patience as we work to make this right. If there’s anything still unresolved or if you have any other questions, please don’t hesitate to let us know—we’re here to help.
  
  Warm regards,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired North Pointe Management Company **** ** ****** ** **** ******* ** ***** to manage my Properties. I have called several times to get my deposit back because the tenant moved out and I have been unable to get on the phone pr a return call like it stated on the answering recording.

  Business Response

  Date: 07/10/2025

  Dear *****,
  
  Thank you for bringing this to our attention, and we sincerely apologize for any frustration caused by the delay in communication.
  
  We’ve reviewed your account and can confirm that both your reserve amount and security deposit were sent via eCheck on June 19. Additionally, we’ve verified that the payment successfully left our bank on June 23.
  
  If you have not received the funds or are experiencing any issues accessing the eCheck, please let us know so we can assist further.
  
  We truly appreciate your partnership and are here to help resolve this promptly.
  
  Best regards,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been contacting the management company about issues in my home. The windows were sealed shut, air conditioner is shooting sparks of fire, and the dryer timer is broken and runs constantly and I have to manually shut it off. I have put in multiple request and I have not got any response. My air conditioner is not working and my home is extremely hot and is very uncomfortable for me and my dog.

  Business Response

  Date: 06/19/2025

  
  Dear ********,
  
  Thank you for bringing your concerns to our attention. We understand how uncomfortable and frustrating it can be to experience maintenance issues, especially during warmer months.
  
  *********, your new property manager, has reviewed your file and confirmed that two previously submitted maintenance requests were completed. We understand that additional concerns may not have been formally submitted through our maintenance system (Meld), and we want to ensure they are properly addressed. We kindly encourage you to submit any outstanding issues through the Meld portal so we can dispatch the appropriate vendors as quickly as possible.
  
  We’re also pleased to share that your property owner has approved the replacement of the AC unit and installation is expected to be completed shortly.
  
  We truly appreciate your patience and look forward to resolving this matter fully. Should you have any additional questions or need help submitting a request, our team is here to assist.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not hire Northpoint. ********** ***** is licensed with the Board of realtors but has no idea what she is doing. Northpoint was too lazy to enter actual utility charges so charged tenant a flat rate. This cost me $726.06 since tenant wasn't charge enough. Northpoint forgot to charge the tenant for 10 months of utilities.3 times Northpoint told me the PMA was expired, I needed to sign a new one with increased fees even though my original contract automatically renewed every year and North point can’t find the original. 4 property managers in less that a year. Took Northpoint 24 days to get my tenants leaking toilet repaired causing damage to my unit. Northpoint failed to inform me that my tenant was moving out. I had to meet my tenant to get the keys returned.Northpoint was incapable of a lock rekey and inspection report within 16 days of the tenant moving out so I changed my own locks, put keys in my own lockbox Northpoint charged me $150.00 for a lock rekey and lock box that I DID.
  ********* ***** sent a letter to tenant for the final amount due. The amount was incorrect the first and second time. She is a broker who can’t understand the terms of a contract and Ohio revised code. Northpoint failed to send an itemized security deposit deduction letter to tenant as required by law within 30 days from move out date. Since April 2025, I have been asking ********* ***** if I am in contract with Northpoint since I won’t sign the new PMA starting May 1 and since Northpoint can’t find the original PMA. No one can give me and answer but Northpoint still charges me a $99.00 monthly maintenance fee. If I am in contract and being charged a money fee of $99.00, why isn’t anyone trying to list my unit for rent. It has been ready to be put up for rent since the end of April. Since April 2025, I have been asking for the $900.00 security deposit be returned to me. No one will give me an answer, The 99.00 monthly fee is being deducted from my $900 check.

  Business Response

  Date: 06/12/2025

  Hi ****,
  
  Thank you for taking the time to share your concerns. 
  
  It appears there was some misalignment between expectations and internal procedures, particularly as you took an active role in the turnover of the property. While our team worked to coordinate efforts within standard operating guidelines, we understand that key logistics and inspection timelines did not unfold as smoothly as you expected.
  
  We also want to address your concern about communication and account management. We recognize the challenges posed by frequent staffing transitions and the lack of timely clarity around your contract status. Our goal is always to ensure owners feel supported and informed, and we regret that this was not your experience.
  
  We’ve already initiated steps to close out the outstanding matters—including confirming the handling of the $900 security deposit and utility discrepancies—and we’re working to bring this to full resolution as quickly as possible.
  
  You property manager will be reaching wiht an update as soon as posible.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management
  
  

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: 23457785
  
  
  It’s is unacceptable that Northpoint is unable to return $900.00 of my money back to me in 2.5 months because of a system problem. In those 2.5 months Northpoint has had no problem deducting a 99.00 monthly fee from that $900.00. Northpoint’s system problem is only when returning peoples money but not when taking it.

  I have also been asking for 2.5 months, why I am being charged 99.00 a month when there is not tenant. My original contract only charged  99.00 a month when a tenant is in the unit. Northpoint can’t find my original 2018 contract which is beyond negligence.

  i have been asking for 2.5 months if I am even in contract with Northpoint since Northpoint can’t find the 2018 contract and I refuse to sign a new PMA that was to start May 1, 2025. Why would I want to be in contract with such a negligent company if I don’t have to be.

  Why am I being charged $99.00 monthly fee when Northpoint doesn’t know if we are in contract together. If we are in contract and I have been paying this 99.00 a month fee, why isn’t anyone from Northpoint trying to list my property for rent. I’ve had the property ready to be listed since the end of April. My property is sitting vacant making no money, ready to be listed, and no one from Northpoint is marketing it yet collecting 99.00 a month to do nothing.

  why am I billing charged 150.00 for a lock rekey and lockbox when I am the one who had to change the locks and use my lockbox because Northpoint wasn’t able to complete this small task within the 13 days of the tenant moving out but marked the work as completed.

  I had to meet my tenant to get the keys from my unit because Northpoint wouldn’t return any of her emails. This is how I found out that my tenant moved out. Northpoint never notified me that she was even moving out.

  Northpoint changed the electric bill into their name even though it had always been in my name the enter 7 years that Northpoint managed it.  Just another example of incompetence 

  why did *********’s ***** fail to send my tenant a notice of deductions from the security deposit within 30 days of move out as required by Ohio revised code. The security deposit was used for repairs to the unit with amounts shown in the 2018 lease. Grossly negligible. Especially since I would leave messages and emails about the notice.

  why did ********* ***** send an email to my tenant plus a revised email with the final due about and both amounts were wrong. Does *********’s ***** not know how to apply the lease or Ohio revised code to amount due. Very disturbing. 
  

  In the last 3 months, I have had 4 property managers.

  In the years prior to March 2025, Northpoint was too lazy to enter the actual utility bills that were in my name and just charged a flat rate resulting in me paying 736 more in bills than what was collected. Took Northpoint 24 days to get someone to fix a leaking toilet causing damage to my master bathroom. Theee times, Northpoint asked me to sign a new PMA because it was “expired” even though the original PMA automatically renewed annually and never expired. 
  

  ********* ***** has ignored all my voicemail and emails which is beyond ridiculous. Let’s see if she will ignore a complaint from the board of realtors concerning her broker license.

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

  Business Response

  Date: 06/19/2025

  Dear ****,
  
  Thank you for bringing your concerns to our attention.
  
  I understand that *****, your property manager, has been in contact with you and that a resolution has been reached. As confirmed, a check will be sent to your requested mailing address to close out the remaining balance.
  
  Should anything else arise or if you need further assistance, please don’t hesitate to reach out. We’re here to help.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

  Customer Answer

  Date: 06/26/2025

  
  
  Complaint: 23457785
  
  
  
  I am rejecting this response because:
  

  the money being returned to me after 3 months only solves 1 of the many problems.  You still have not addressed any of the other problems.

  why is Northpoint sending me a new PMA to sign when the  current PMA is active and not expired.

  i have had 4 property managers assigned to me in three months/ the latest property manager has yet to contact me. 
  

  my property  has been vacant since March 31 and rent ready since the middle of April but no one from Northpoint is marketing my property for rent.

  ********* ***** stated that Northpoint would pay for the water damage to my unit caused by gross negligence on their part but no one is responding to me about compensation for my repairs.

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

  Business Response

  Date: 07/03/2025

  Dear ****,
  
  We want to ensure each of your points is addressed clearly and respectfully.
  
  1. PMA (Property Management Agreement) Confusion
  Our records show that your original PMA is still active under its auto-renewal terms. The recent version you received was a standard updated template offered across our portfolio and was not required to be signed. You remain under the existing contract unless you choose to terminate it in writing.
  
  2. Property Manager Changes & Communication
  We sincerely regret the disruptions caused by multiple changes in property managers. Your current property manager, ***** ******, remains assigned and has been actively trying to coordinate next steps. We agree that consistency is critical, and ***** will continue to be your main point of contact.
  
  3. Vacancy & Marketing Status
  We understand you’ve stated the property has been rent-ready since mid-April. Internally, we were awaiting confirmation of that readiness. There were email exchanges requesting clarity on whether you or Northpoint would handle the make-ready. Without approval to proceed, the unit was not listed to avoid showing it in an incomplete state. Now that you've confirmed it is ready, we will ensure the listing is published shortly. ***** will follow up with you directly regarding the marketing schedule.
  
  4. Water Damage & Reimbursement
  We are reviewing this thoroughly. At this time, we do not have documentation showing that Northpoint formally committed to covering the repair costs, but we’re currently reviewing maintenance records and internal communications.
  
  Thank you again for your patience, and we look forward to moving toward resolution.

  Best,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: 23457785
  
  
  
  I am rejecting this response because:

   

  I spoke to ********* ***** on the phone concerning the damages to my unit. I also emailed her all the emails between my tenant and property manager Samantha miller showing the time frame and delay. Samantha miller failed to enter the leaking toilet into property meld after she sent an email saying she would. My tenant had to send her a follow up email weeks later. I can email all of the documents to someone I could have had a plumber at my unit to repair the leaking toilet within 30 minutes after receiving notice of repair needed. It took over a month for the property manager to enter the repair into meld. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 07/11/2025

  Hi ****,
  
  Thank you for your message and for providing additional context regarding the delay in addressing the repair at your unit. 
  
  Please know that this matter is currently under internal evaluation. We're reviewing all communication and timelines involved to fully understand what occurred and ensure appropriate follow-up.
  
  We will be in touch as soon as we have completed our review and have a resolution to share. 
  Thank you again for your patience.
  
  Best regards,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management
  
  

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: 23457785
  
  
  
  I am rejecting this response because:

  Northpoint is the most incompetent company I have ever dealt with.

  1. Deceived me into believing that my contract was expired and getting me to sign a fake renewal to charge me more money when my original contract was an auto renewal. Northpoint did this 3 times. Luckily, I only fell for it 1 of the 3 times.

  2. Forgot to collect 10 months of utility charges from the tenant. I was the one that caught this error.

  3 taking 24 days to get the plumber out to repair a leaking toilet causing damages to my bathroom. My husband is a repair plumber and could of been out there in 30 minutes had anyone notified me.

  Didn’t even know my tenant of 7 years was moving out. I had to tell Northpoint.

  i had to meet my tenant to get the keys returned.

  i had to change my own locks because Northpoint couldn’t get to in after 18 days of tenant move out.

  4 property managers in 3 months.

  took almost 4 months to return money owed to me.

  transferring electric into Northpoint’s name when it has always been in my name.

  charged me 150.00 to change the locks on my unit, when I was the one who changed the locks.

  ********* ***** sent the final amount due to my tenant after move out and both where wrong. The broker at the office doesn’t understand how terms of a lease agreement or Ohio revised code. I had to send my tenant the correct amount due.

  charge me a monthly fee and not marketing my unit for rent the 4 months prior to Northpoint terminating the agreement.

  4th property manager assigned on June 10, 2025 and she, ***** ****** didn’t contact me until July 11. The first time she contacted me as my newest property manager was to send me a letter that she was terminating my contract with Northpoint giving notice. This termination is a breach of contract. The reason ***** stated was because she drove to my unit and realized she couldn’t get past the gate. 
  

  I find this to be so ridiculous since Northpoint has managed this unit for 7 years SEVEN. Everyone else with Northpoint has gotten past the gate.  All ***** needed to do was talk to ********* *****, the broker for the office. ********* was able to get past the gate and into my unit within 3 months prior ***** trying. I sent ********* a ***** an email stating how to get past the gate, the combo lock box combination and a picture that I took showing where the location of the lockbox was.

   

  
  
  
  **** *******

  Business Response

  Date: 07/17/2025

  Dear Ms. *******,
  
  Thank you for sharing your concerns. We regret the frustration this experience has caused and appreciate your time with Northpoint.
  
  We understand there were communication delays, confusion surrounding contract renewals, and maintenance coordination issues. These matters are being reviewed internally to ensure they are addressed appropriately and not repeated in the future.
  
  We also understand that ***** ******, your most recent property manager, has been in contact with you regarding the status of your property and the termination of services.
  
  Thank you again for your feedback.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

  Customer Answer

  Date: 07/17/2025

  
  
  Complaint: 23457785
  
  
  
  I am rejecting this response because:

  Northpoint always gives a generic response and never answers to question.
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am asking that the BBB help me get my reimbursement from the property management company Northpoint for the rent for May 2025. The company will not tell me what they've done with the money or give it to me as required. I have renters currently in the property they are supposed to be managing. Part of Northpoint's job is to collect the rent from the renters, take their share, then distribute the rest to me electronically to my bank. They have not done this for the month of May. The resident paid on May 5th as I can see that through the portal, but they still have not deposited my funds. I have sent 3 follow *** and called the company trying to get answers and all I have gotten is "I don't know". Since I am unable to find anyone that knows what they've done with my money im hoping you can. It is now almost time for June's dispersement and I don't trust I'll get that either so perhaps you can encourage them to do their job. I expect $1393.00 to be deposited to my account immediately.

  Business Response

  Date: 06/05/2025

  Dear *******,
  
  Thank you for bringing this to our attention, and I sincerely apologize for the delay and the frustration this has caused.
  
  I want to let you know that your payment for May has already been reissued, and you should see it reflected in your account within 13 business days. Weve also confirmed that your banking information is up to date in our system, so you shouldnt experience any further issues moving forward.
  
  We truly appreciate your patience and understanding, and were here to support you if you have any further questions or concerns.
  
  Warm regards,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

  Customer Answer

  Date: 06/06/2025

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

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23395479
  
  I am rejecting this response because:

  23395479. This is the previous complaint I filed and closed on good faith. I gave them an extra couple of days and still nothing. I contacted them again today and got the same line of excuses about a new system that I've gotten for the past 45 days. I was even told today they found out the 1-3 business days from last week was untrue and that they knew it Friday. So rather than saying anything, they lied to me and also to you about what was going on. Please advise where I should go from here. Thank you

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

  Business Response

  Date: 06/12/2025

  Hi *******,
  
  Thank you for your follow-up, and I truly understand your frustration. I want to sincerely apologize for the continued inconvenience and for any miscommunication you've experienced throughout this process.
  
  Ive reviewed your account and can confirm that the draw was processed and sent out yesterday. As with all disbursements, it may take ****************************** your account, depending on your banks processing times.
  
  We understand the importance of timely payments and recognize that the delays over the past few weeks have been deeply frustrating. Were continuing to work closely with our internal teams to prevent issues like this moving forward.
  
  Thank you again for your patience, and please dont hesitate to reach out if the funds havent posted within the expected timeframe.
  
  Best regards,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 issues--2 are maintenance.
  
  Roof leaking: this maintenance request, which has been over 4 months, keeps being cancelled by Northpointe Property Management, with no explanation or communication with me.
  
  Microwave rusting on inside: This request too was recently cancelled "manager cancelled" notice on website. No other communication with me. No explanation and no resolution. The microwave needs replaced.
  
  Water bill. At the beginning of May 2025 the water was turned off for nonpayment and we were without water for 6 days. I am concerned that this will happen again in July when the bill is again due. I have received no response to my requests for assurances that this will NOT happen.

  Business Response

  Date: 05/28/2025

  Dear ********,
  
  Thank you for bringing your concerns to our attention — we sincerely regret the frustrations you’ve encountered.
  
  Regarding your concerns:
  
  Roof Leak: We understand this has been a persistent issue. *******, your property manager, has been working to secure the owner’s approval to proceed with the roof repair. Please rest assured that we will continue pushing for this resolution and keep you informed.
  
  Microwave Replacement: The replacement was approved and scheduled, but unfortunately, the vendor mistakenly went to the wrong address. ******* worked with them to get the appointment rescheduled as quickly as possible.
  
  Water Bill: We have addressed this and will follow up to ensure the water account is maintained in good standing to avoid future disruptions.
  
  Your property manager has been in communication with you via phone and email, and we will continue providing updates until all matters are resolved to your satisfaction.
  
  Thank you again for your patience — we truly value you as a resident and are committed to improving your experience with us.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: 23358624
  
  
  
  I am rejecting this response because none of the issues have been completed or addressed adequately or efficiently. My communication has been difficult with text messages and emails from Northpointe's maintenance contractor(s) to phone numbers and email address that do permit responses. My emails and phone calls to ******* directly have gone unanswered.

  (1) I am not sure that the Northpointe knows the true owner of the property to address the water bill issue or obtain permission to do work on the roof (Is the owner Ben Litsey as told me by the Property manager ******* or is it an LLC as noted on the Franklin County tax record?).

  (2) Although the microwave is supposed to be delivered this afternoon, that has been the case over 2 weeks ago too. So until it is actually delivered, I am not accepting this concern addressed.

  I do truly hope that all issues will be addressed completely. 

  By the way, the trashcan for 1058 S 22nd St (1/2 double in front of our building) was stolen. Northpointe's contractors are putting bags of trash on the south side of house. I put one bag in my trash can after 2 weeks. Please fix this problem, too, which I did mention in an email about the trashcan being stolen.

  
  Respectfully,
  
  
  
  ******** ******

  Business Response

  Date: 06/04/2025

  Hi ********,
  
  Thank you again for your follow-up and for sharing your ongoing concerns.
  
  We want to assure you that steps are actively being taken to resolve the remaining issues:
  
  Microwave Replacement: Per notifications from your husband, ********, we’ve confirmed that the microwave has now been delivered and installed. If there are any remaining concerns regarding the appliance, please don’t hesitate to let us know.
  
  Roof Leak & Ownership Clarification: The property manager, Tammy, is currently in direct contact with the property owner to resolve the roof issue. Ownership has been verified internally, and we are coordinating necessary repairs accordingly.
  
  Trash Can Concern: Thank you for bringing this to our attention. We’ve noted the situation regarding the missing trash can and improper waste disposal and your property manager is working on this too.
  
  We appreciate your patience and hope to have all matters resolved to your satisfaction shortly. Please feel free to reach out directly if there's anything else we can clarify or assist with.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management
  

  Customer Answer

  Date: 06/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23358624, and find that this resolution is satisfactory to me. The microwave has been replaced. They are still collecting estimates for the roof repair.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I signed a lease with Northpoint Asset Management LLC on 4/14/25. Northpoint and its representatives *** ***** and ******* ***** (both licensed real estate agents) have engaged in unethical and bad faith business practices, including (1) agreeing to fix issues at the leased property (e.g., multiple smoke detectors missing or not functioning) to induce us to sign a lease agreement and make payments, only to then repudiate such agreements, (2) threatening us with charging a "no show" technician visit when they did not provide us with any notice of the technician visit and knew we would not be at the property because it was uninhabitable upon attempted move-in (e.g., smoke detectors not functioning, AC not working, toilets leaking water, handles on gas cooktop broken, broken ceiling fans), and (3) receiving 13 days' prior written notice of the property having non-functioning smoke detectors and attempting to commence a lease term without functioning smoke detectors which are required by Texas law (Tex. Prop. Code 92.258). Because Northpoint ignored our requests to fix these issues, we informed Northpoint that we would be terminating the lease, a remedy afforded to us by Texas Property Code 92.260(6) as a result of Northpoint’s failure to fix the smoke detectors after 7 days’ notice. Northpoint accepted our termination by indicating they understood, would inform their legal team, and would re-key the locks to the property. Northpoint has not yet returned to us our security deposit ($3,600) and first month’s rent ($3,600) and has been unjustly enriched through our payment of other fees associated with our lease, which only lasted 2 days, including the following: application fees: $138; administrative fees: $199; and carpet cleaning: $500.

  Business Response

  Date: 05/07/2025

  Dear Mr. ******,
  
  Thank you for your detailed feedback and for providing additional clarification regarding your experience with Northpoint Asset Management. We regret that your move-in process did not meet your expectations and would like to provide a comprehensive response to your concerns.
  
  Move-In Condition & Maintenance Requests
  Your lease commenced on April 26, 2025, and as a courtesy, early access was granted on April 25 to facilitate your utility setup. During this initial visit, you reported that the toilets were dirty and smoke detectors were either missing or non-functioning. Our team created a work order to address these items, including a light cleaning and smoke detector inspection.
  
  On April 26th, the official move-in date, you notified us of issues with the air conditioning, in addition to previously reported concerns. Our team responded by scheduling an emergency technician that same day to address these. However, the technician was unable to gain access to the property due to lack of response and left after waiting on-site for over an hour. Following your message later that day indicating your decision to terminate the lease, we proceeded accordingly.
  
  Refunds Processed
  As of today, the following refunds have been processed:
  First Month’s Rent ($3,600): Refunded via cashier’s check on 05/02
  Administrative Fee ($199): Refunded via cashier’s check on 05/02
  Application Fees ($138): Refunded via card on 05/03
  Security Deposit ($3,600): A refund request has been submitted and is being processed by our accounting team.
  Carpet Cleaning Charge
  You mentioned an out-of-pocket expense of $500 for carpet and tile cleaning. After careful review, we found no record of this cleaning being discussed, approved, or coordinated with our team. Please note that any service or maintenance performed at a Northpoint-managed property must be authorized, and we did not receive any prior communication from you regarding this cleaning.
  
  As such, while we understand your frustration and the circumstances that led to your decision, this charge cannot be reimbursed.
  
  Technician Notice
  In regard to the technician’s visit on April 26th, multiple contact attempts were made by our staff and the technician to coordinate access. We regret that there was a communication breakdown, and are reviewing our process to help prevent similar issues in the future.
  
  We are sorry that your move-in experience did not meet expectations. Northpoint Asset Management strives to provide fair, timely, and professional service to all residents, and we appreciate your feedback as an opportunity to improve.
  
  Please feel free to contact us directly if you have any additional questions regarding your refunds or this matter.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

• Initial Complaint

  Date:04/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against North Point Asset Management regarding negligence, breach of contract, failure to act in a fiduciary manner, and failure to address requested repairs, which have caused significant financial loss and distress. The company has failed to fulfill its obligations under the property management agreement.Negligence and Failure to Evict Tenant Despite repeated requests, ******************************** Management failed to initiate timely eviction proceedings against a non-paying tenant, allowing the tenant to remain in the property for months without paying rent. This delay caused significant financial loss.Breach of Contract and Failure to Enforce Late Fees North Point Asset Management also failed to enforce late fees outlined in the lease agreement, further contributing to financial loss. The company neglected its duty to collect fees as per the contract, which worsened my financial situation.Failure to Address Requested Repairs I requested repairs for essential issues, but the company did not address these issues despite multiple follow-ups. This inaction has resulted in diminished property condition and potential future liability.Failure to Act in a Fiduciary ****************** Asset Management, as my property manager, has a fiduciary duty to act in my best interests. Their inaction regarding eviction, late fees, and repairs has violated this duty, resulting in financial harm.Requested Resolution I request reimbursement for the financial losses and a formal apology for their failure to meet their obligations.Thank you for your attention to this matter.

  Business Response

  Date: 04/11/2025

  Dear ****,
  
  Thank you for your feedback and for the opportunity to respond to your concerns regarding the management of your property.
  
  According to our records, the lease in question began on July 10, 2023 and was inherited from a previous property management company. The tenant was not placed by Northpoint Asset Management, and therefore the screening, security deposit collection, and lease terms were not arranged through our standard procedures. We also did not receive the tenants security deposit from the prior manager or owner.
  
  With regard to maintenance concerns, our systems do not show unresolved work orders at the time of lease termination. If there are specific repair issues you would like us to review further, we are happy to take a second look if additional details can be provided.
  
  We are always striving to deliver a consistent and high-quality experience for all of our clients, and we appreciate your feedback as part of that ongoing process.
  
  Thank you again for the opportunity to respond.
  
  Sincerely,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave Northpoint a sixty day notice in regards to my move out date.I moved out and left the house in pristine conditions, I have a video.I contacted the property manager by email, phone, and left a voicemail and nothing.contacted the Regional assistant manager an left a voicemail, and ********** current property manager contacted and left several voicemails and still, nothing!This is my last attempt as my security deposit has yet to be delivered or processed.

  Business Response

  Date: 02/10/2025

  Hi *****,
  
  We sincerely apologize for the delay in processing your security deposit and for any frustration this may have caused. We understand how important this is, and I appreciate your patience while we worked to resolve it.
  
  It looks like there was some miscommunication regarding your move-out, which may have contributed to the delay. However, I want to assure you that your security deposit refund has now been processed and will be deposited into your account within the next few days.
  
  If you have any further questions or concerns, please dont hesitate to reach out. We truly appreciate your time with Northpoint and wish you the best moving forward!
  
  Best regards,
  ***** *****
  Quality Assurance Manager
  Northpoint Asset Management