Complaints

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:07/28/2025

  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.

  Rowan Property will not fix nothing the townhouse is falling apart as I type

  

  Business Response

  Date: 08/12/2025

  Since the beginning of 2025 Ms* ****** has submitted some maintenance requests and work orders. All of those were turned over to the maintenance contractor / vendor we use for general repairs and maintenance.  We are currently in touch with Ms. ****** and also the maintenance company to understand what open repair items are there as everything that is a valid maintenance request will be addressed.

• Initial Complaint

  Date:06/13/2025

  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 went through this 3 years ago, here we are AGAIN. I have been having furnace issues since I've moved in. No heat, Ac worked, then heat started working, AC went out. A few days ago, again, my AC has stopped working. A maintenance man came by my apartment 6/12 11:00 AM. I left work to let him in. I didn't hear anything until I reached out to him about 5:22 PM. I was then informed, word for word "No AC was not still working. Waiting on approval for an entire system change out. The outside AC unit is finally broken beyond repair. Instantly reply, "Will I be provided with a window unit in the meantime?" NO response. Today, I've reached out all day since 9:30 AM 6/13 to see what next steps are and what I should do in meantime until approval happens. Still, no one has reached out to let me know anything about what is going on or what will happen. I've emailed ****** the property manager multiple times, even texted the number she would she out messages from. I've called the maintenance line multiple time to put in a request to see if I could get a window unit. Every time that request is cancelled and yet, I've yet to talk to anyone regarding matter. It's sad a tenant has to go through this, but if payment for rent isn't paid, you guys would definitely find a way to get in touch with me then.

  

  Business Response

  Date: 06/23/2025

  We have been made aware of the issue with the HVAC system with this resident's unit.  It was determined by our contracted HVAC technician that the entire unit was needing to be replaced.  As a management company we do not have permission to make decisions to spend multiple thousands of dollars without approval of our property owner.  A request for approval was sent to the owner of this property on June 12, 2025.  The owner requested one more quote, which was provided to him on June 13th.  While this was being decided by the owner, a temporary window AC unit was installed for the resident.  Approval was given by the owner on June 19th to replace the entire system and the resident has been communicated with.  That is scheduled in the upcoming days. 

• Initial Complaint

  Date:04/18/2024

  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 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

  Date: 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

  Date: 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

  Date:01/08/2024

  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.

  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

  Date: 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

  Date:11/30/2022

  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.

  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

  Date: 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.