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Consumer Complaints

BBB Accredited Business since 07/01/2003

Rowell, Inc.

Phone: (847) 991-6000Fax: (847) 991-6122

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues2
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
09/10/2013Billing / Collection Issues | Read Complaint Details
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Complaint
The association irregularly sends invoices of what is due to the house. We made regular payments consistently. Every bill there was a late charge associated with the bill. Never explained why. We assumed it was because the bank bill payment wasn't arriving on time for them, even though we sent with enough time. When I called the representative said that it was because of the way they do invoicing that in fact we owed much more than every statement was saying. They said to write a letter to the association and they would vote on. Mind you we never missed a payment, and were diligent in trying to fix the issue. When we got the letter, they stated they would only refund 7% of what they had taken from us. I am a public school teacher, a veteran, and a person that just wants there bill to be easy to understand. I reached out to an association that is suppose to take care of its residents, simply to be denied that said service. Completely astonished.

Desired Settlement
I would like them to acknowledge that while we had some responsibility, they are being completely unreasonable. They should go back to see we made payments on time every month for the years we've lived here. The increase in payments, that happened because they wanted to lower our taxes, ended up costing us more. Instead of helping us, the intent dragged us into confusing billing that triggered over 200 in fees. For an association that is put into place to take care of community and its people, they are simply just there to take advantage of individuals trying to make a living.

Business Response
First, and most importantly, ****** is an Agent for this community association and has NO decision making power. Rather, the Board of Directors makes decisions and we are the conduit by which the communication occurs. However, to fully answer the questions, here they are below:
The association irregularly sends invoices of what is due to the house.
**There are no "invoices" sent. - Since May 2011 the Association uses payment coupon books sent annually in December. Statements are sent when account has an outstanding prior balance (which is noted on the statement itself), and these have been sent monthly for this due to outstanding balance that entire time.

**We made regular payments consistently -
Partial payments have been made however until August 2013 none had been in the amount of any specific assessment balance.

**Every bill there was a late charge associated with the bill. Never explained why. -
The monthly statements reflected the outstanding balance that caused each late charge.

**We assumed it was because the bank bill payment wasn't arriving on time for them, even though we sent with enough time. When I called the representative said that it was because of the way they do invoicing that in fact we owed much more than every statement was saying. -
This is really not an accurate representation of the conversation, from our perspective. We are clear that statements are for past amounts and do not reflect future charges that have not come due.

**They said to write a letter to the association and they would vote on. Mind you we never missed a payment, and were diligent in trying to fix the issue. When we got the letter, they stated they would only refund 7% of what they had taken from us. I am a public school teacher, a veteran, and a person that just wants there bill to be easy to understand. I reached out to an association that is suppose to take care of its residents, simply to be denied that said service. Completely astonished. -
This account has carried an open balance since 2010, with the delinquency ongoing since September 2012, and addressing the issue only occurred now - in August of 2013. However, as an owner, you are welcome to reach out to that same Board of Directors and give them additional information to see if they wish to take your circumstances into account.

**I would like them to acknowledge that while we had some responsibility, they are being completely unreasonable. They should go back to see we made payments on time every month for the years we've lived here. The increase in payments, that happened because they wanted to lower our taxes, ended up costing us more. Instead of helping us, the intent dragged us into confusing billing that triggered over 200 in fees. For an association that is put into place to take care of community and its people, they are simply just there to take advantage of individuals trying to make a living. -
This is NOT accurate as the direct result of the Assessed Valuation Appeals is done by the Association is this owner's taxes have decreased each year since 2009 despite the tax rate going up each year. We pulled the actual dollar figures -

Year Tax Rate Billed Amounts
XXXX XX.858 $3,123.09
XXXX X.331 $3,243.64
XXXX X.390 $4,052.29
XXXX X.333 $4,263.99

10/05/2012Billing / Collection Issues

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