Complaints

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent a unit of a four plex that is managed by Rowan Property Management. **** ******* **** ****** ***** MO 64079. On Monday April 15th their hired maintenance man came to my unit to perform repairs on a toilet in the second floor. The water supply line to the toilet came undone or broke & he left without knowing this. Water ran all day & flooded my unit & the neighbors. I am displaced, staying with a friend while repairs are being done. Repairs include dehumidifiers & commercial fans running to prevent mold. New drywall, flooring, trim, etc. The unit is not liveable during this work. Rowan Management is claiming that it is. They will not pro rate my rent while I am displaced. They have not helped me find another location to stay, they have not offered to take care of the utility bills (water & elec) that will be very high due to their neglegence & repairs. I wish to have my utilities handled & paid for & my rent costs to reflect my time I've been displaced. I maintain that the space is not currently liveable & will provide photos to back this up. They have been almost completely unhelpful & ununderstanding during all of this process.

  

  Business response

  04/30/2024

  This has been resolved with the resident.  On April 15th a toilet supply line brook and resulted in a flooding of her unit. On that same day, we responded hiring Service Master as a professional water mitigation company to go to the property and take care of drying the unit out. Service Master arrived on site within hours of the call and began the work of drying out the unit.  This work took a full week to complete.  We were in communication with her daily and we repeatedly told the tenant we would work things out with her, but she filed this complaint within days of the actual event occuring while the dehumidifiers and fans were still drying the unit out.  It was still an active situation and nowhere close to the time to be talking about credits or utilities.  

  By the end of that week on April 19th we offered her lodging, which she took us up on and since then we have worked out other aspects of the deal.  To me this was a complaint filed prematurely as she did not even give her landlord the time to even get her unit dried out before she was demanding things we did not even know how long, or at what cost.  However, at this time that has all been resolved. Per email communication with ** ****** on 4/29 we have come to an agreement and consider this matter closed. 

   

  Thank you,

   

  Jerry

  

  Business response

  05/10/2024

  We have come to a full and satisfactory conclusion with this now former resident of ours.  We worked through scenarios and gave them one which they accepted.  We can provide documentation of the communication if that is of benefit for the file on this complaint. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rowan Property Management was made aware on 1/5/24 that central heating at the property listed was not functionally operating. There is presently no heat to the home at all. This was listed as an urgent/emergent matter as temperatures are below freezing. Rowan was alerted again several times throughout the day during business hours. Contact included tenant portal (listed as preferred by Rowan), phone call to receptionist, text and phone calls and voice mail to property manager directly, and several calls to the “emergency maintenance line”. Several work orders were placed. In addition, the third party company running the emergency maintenance line placed several requests for Rowan to contact tenants. The work orders were changed by unknown person with Rowan to “assigned,” however there has been no attempt made by phone, text, email, or in person contact regarding the emergency issue. The emergency line expresses they have no way to contact any Rowan member aside from digital portal messaging which remains unanswered. No individual at Rowan or affiliated third parties has attempted to resolve the issue. Temperatures in the home have been below freezing for over 24 hours, and temperatures are expected to continue to drop. The tenants on site now face expected repercussions of further damage by frozen pipes and resulting flooding damage if this is not resolved. Tenants have had to make alternative living arrangements at night due to freezing temperatures to maintain safety of self and pets in the home.

  

  Business response

  01/22/2024

  This matter has been fully resolved.  Yes this work order was submitted near the end of the working day on Friday January 5th.  The work was completed approximately 24 hours later by early evening on Saturday January 6th.  From the time that this work order was submitted until the furnace was repaired and heat restored, the temperatures in Kansas City did not fall below freezing.  Yes, admittedly it was cold, but the house was never in the dangers expressed in this compliant.  At that time we had numerous other furnace and heating issues being addressed that the HVAC technicians were going from repair ticket to repair ticket handling them as fast as possible.  I do plan to look into why the residents were not communicated with during the first 12-16 hours after their work order was put in.  However this was resolved in about 24-26 hours from when it was reported to us.  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the week we havent had hot weather in freezing degree weather outside. We have tried to reach out to Rowan property management and nobody has reached out or sent a technician out. This is the thing they do. Its is so hard to reach out to them. We pay administrative, water, technology fees every month so they can take care of this and it’s probably easier to reach the president of usa than rowan property management.

  

  Business response

  12/15/2022

  This is a 15 unit multi-family apartment building.  There was a major plumbing issue in the property starting the week of 11/21/2022 which required water to be turned on and off over the period of a couple of days to work on the issue.  The request of these specific tenants was submitted into our system for no hot water on 11/22/2022.  A technician went out on 11/23 and got the water heater working again.  Subsequently a work order was again put in a couple of days later stating that water comes out hot but only lasts a few minutes before going cold.  Then the tenant requested to cancel the issue and while they noted that it is because they have no hot water now it comes in our system as a cancellation request and cancels the work order.  So then no action was taken for 1-2 days until a new work order request was put in.  

  Another work order request was put in, another technician went out and visited the property.  It was determined that the heating element on the water heater had gone bad.  A new one was ordered, installed, and there have been no issues since then.  

  While we do have sympathy for the residents we were responsive each time that something was requested and work was put in.  Parts were ordered and had to be received.  Some things are out of our control but we feel we were responsive as we had technicians to this unit multiple times over a 10 day period working on the problem and did resolve it.  Could we be better, absolutely.  We can all be better and we constantly work to improve as we are not perfect, but this was not an issue due to ignoring our residents or not communicating.  This was a problem that required various different methods and trips to properly and permanently solve.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I applied for ********* ********** in Kansas City, KS- through Rowan Property Management’s website. From there it took me to ************ to apply. I applied on 5/25/22. I specified and stressed that me and my son had to be out the transitional living space we were in on 4/8/22. From there I would call regularly to check on the status. For the next few days when I call I kept being told they’re waiting to either approve or deny me. A week later I get a text saying they don’t have any 2 beds available for ********* ********** anymore, but that I could be approved for some thing else, so I suggested the 1 bed they had at the same place. Another 3 days past with no word and then I’m being told that I don’t make enough and need a cosigner, I submitted the child support I receive as another income and then 2 days later they told me they submitted it to the company President to review for approval or denial. That’s 2 weeks, now (almost 3 weeks later) I am being told that the application has been handed down to the Property Owner and it’s out of their hands. Mind you, me and my son are now without our own shelter and I don’t want to use up all of the security deposit money I have to apply to other places. It’s been almost 3 weeks and all I am trying to do is find out if I have been approved or denied so me and my son can find somewhere to live. This is a form of discrimination seeing as I specified and described our situation COUNTLESS of times in every email, phone call, and text sent in my behalf- and the situation is STILL not being handled in a timely matter and simply without care. I was not expecting my application to be top priority or to be expedited, seeing as I gave plenty of time from the time I applied to the date I needed to be out- to get a response on whether I had been approved or not. No application process should take 3 bloody weeks. I am in disbelief of the complete disregard and lack of care in this situation; especially in the way it’s being “handled”.

  

  Business response

  06/20/2022

  Due to exceptionally high leasing volume our team was backed up and things were taking longer than typical.  We have however been in regular communication with ****** and she has subsequently been approved and signed a lease to live at one of our properties.  We are happy to have her as a resident. 

  Customer response

  06/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ****

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this apartment complex in Sept. 2022. Since then I've had to file multiple complaints and request, for first my heat during weather and now I have been with out AC. I first put the AC request in of Apr. 2022. A maintenance worker came by within 2 days, checked and stated the furnace/ac unit was over 15 years old and hadn't been maintained so a part would have to be ordered. I was told it would be a week, at most. Here we are, May 2022 and I have made multiple attempts to the property management and the maintenance hotline. I have not been contacted back yet. I have a 4 year old child I care for, and this week in Kansas City Missouri temps have been in the upper 90s

  

  Business response

  05/19/2022

  This has now been resolved.  Tenant reported issue when outdoor ambient temperature was in the low 70's and remained that way for a few weeks.  It was put in queue as non-urgent due to the daily temperatures.  When temps skyrocketed all HVAC technicians were inundated with calls and things got slow.  We were at the mercy of the skilled HVAC technicians and their schedules, but we got it handled and things are working properly now headed into warmer summer months. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved in 4/21/22 refrigerator/freezer stopped working a few days later. Maintenance called and technician showed up and took it apart. Left stating he would have to come back with a new appliance. Despite numerous calls and emails still no refrigerator repaired or replaced as of 5/11/22. Had to get a small dorm fridge just to keep daughters milk safe. HVAC stopped working on 5/9- put in online maintenance request. No response to that. Made follow up phone calls and sent emails and no one will respond. It has been 85 degrees in my house which is too hot for my 2 year old daughter and I to stay there.

  

  Business response

  05/19/2022

  * * ** * ** *** *****
  Tenant reports that there are tree limbs in the way of the power lines and the technician she hired to install the internet could not access where he/she needed to install internet.
  RPM called the tenant and advised her to call the electric company to come clear the limbs because we do not operate around high voltage.
  
  
  * * ** * ** *** ***** ****** ******* **** *** ** **** ** ******* *** *** *** ***** *** ** ***** ******** ** ************ **** *********** *** **** ****** ***  ** *** ********* ** *** **** *** ***** **********  * * *** ** ********** ******** ** ** *** **** **** *** **** ***** ******** ***** *********** ***** **** *** ********** **** *** ****** ** ** ******* ****** ******** **** ** *** ******** ***** ** **** ** ********* ** *** **** ****** ********* *** ********** **** ** ******* *** *** **** *** ********* **** *** **** ***** ***** ******* *** ********* **** ****** ** *** ******* ********** * * ** * ** *** *****
  Tenant reports that her fridge was replaced but the old fridge was left and needed to be picked up
  RPM brought her a new fridge and was unable to access the unit. Left the new fridge on the back patio and returned the same day to install after she got home. On site technician was unable to transport the old fridge. Old fridge is scheduled to be picked up and hauled off on    5 / 19 / 22.
  

  
  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with a mouse problem for 5 months now. I have notified the office about the problem and where the mice are coming from since January. I have requested the holes to be fixed. Maintenance has yet to come out and fix them. Pest controls bait stations do not work and I have told them that before. I have bought traps myself to rid of the mice in this apartment. I have had my brother try to come plug the holes himself. Calling the office gets you nowhere nor does submitting a request. I have a young kid and this is not suitable for us to live in. I shouldn’t have to live like this. I’ve never had this problem and the fact that there hasn’t been a quick resolution for it is terrible.

  

  Business response

  05/18/2022

  When this was originally reported to us we hired a professional exterminator to handle the situation.  They put forth a rodent treatment plan and the resident was notified this can take some time to be effective.  The plan included traps as well as chemical treatment.  The exterminator has been out to the property monthly for the past 4 months working on this and the situation has been predominantly handled at this point.  Per the tenant's request we will be plugging holes as an added measure, but the main measure for the unit as well as the property was handled by a skilled tradesperson in that industry to ensure it was done right.  Those things just simply take time. 

*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. ↩