Complaints

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

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  Ownwell

  1703 W 5th St Ste 650 Austin, TX 78703-5392

  
• 

  Ownwell

  1639 11th St Santa Monica, CA 90404-3727

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:07/17/2025

  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.

  Ownwell is billing me for a service they have not rendered.

  

  Business Response

  Date: 07/22/2025

  Hi *****, 
  
  We understand your concern and wish to explain our invoice here. 
  
  On September 6, 2024, you signed up at ************************** for Ownwell to file a homestead exemption for your property. You provided all the information that we needed to do this by December 5, 2024, when we filed this exemption application with the Fort Bend Central Appraisal District. It can take between three to four months for them to process this request and apply the exemption to your account. They did this in April 2025, and since the homestead exemption was retroactively applied to the tax years 2022, 2023, and 2024, the ********* Tax Assessor issued checks to refund the overpayment of taxes for these tax years. These refunds totaled $3,667.08, and according to the terms of our Service Agreement, Ownwell invoiced you for 25% of these savings. 
  
  I spoke with the Fort Bend Tax Assessor, and they confirmed that this refund was sent in three checks, one for each tax year, and that these checks were mailed to you as the property owner and taxpayer. Also the checks had all cleared their account as of June 16, 2025, indicating that you did receive the refund. If you did not receive the refund, then you will need to contact the Fort Bend Tax Assessor at **************, to discuss how to get the checks reissued. The reason that Ownwell cannot do this is that they need proof from you, the property owner, that the checks were not received by you. 
  
  This invoice is for the homestead exemption and not a protest, which is a different product that we also offer to our customers. The protest filed by ********************** for this property was canceled, as our authorization as your tax agent was revoked, and you did not sign again giving us authorization to protest. Therefore, there is no invoice for the protest, as we were unable to conclude it. 
  
  Best Regards, 
  
  ***** *****

• 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.

  My husband, ******* H. ******, *** has been receiving threatening and harassing texts from this company for several weeks now. He is 87 years old and is suffering with ******************************. I am 80 years old, and I have difficulty with life in general. It is very sad to manage life alone at our age and suffer at the hands of people who take advantage of the elderly. I am unaware of any contact that we have had with this company and would like that any further contact be discontinued. Ownwell has threatened to turn my husband into Collections if he does not submit $98.48 immediately. I have questioned him about this, and he has no memory of exchanging dialogue with this company. Please discontinue any further contact with Ownwell and do not allow them to pressure us for money that we do not have. Thank you, ****** ******

  

  Business Response

  Date: 07/16/2025

  Hi *******, 
  
  We understand your concern and would like to address it here. 
  
  Our records indicate that on April 21, 2025, you signed on our website, **************************, authorizing Ownwell to file a protest for ****************************************. This signature was associated with the phone number ************* and the email address ********************** When the signature was completed, we sent a one-time verification code to ********************** which was then entered into our website, and a password was set for your account portal on our website **************************. Only someone with access to your email address could have received this code and entered it into our system. 
  
  On April 21, 2025, you also received an Appeal Signup confirmation email, and on April 22, 2025, we sent an email confirming that we were beginning work on the appeal. On April 29, 2025, we emailed that we had filed the protest. On May 20, 2025, we emailed that we were successful in obtaining a reduction for you for the 2025 tax year.  We also sent text messages to your phone number confirming we were working on the protest, as well as a link to your invoice. 
  
  We understand that making a full payment could be a hardship for you, so we can offer to set up a payment arrangement for the invoice. To do this, please call me at ************, Monday through Friday, from 9:00 a.m. to 5:00 p.m. CST. I have canceled your account for any future year appeals, and once the invoice for the 2025 protest is paid, you will no longer receive any communication from us. 
  
  Best Regards, 
  
  ***** *****

• Initial Complaint

  Date:07/14/2025

  Type:Product 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.

  We never signed any agreements.We also never received any description of what they did for ***** invoice or bill other than a late charge by email.This was a request by email many months ago.They said 'no savings no charge'.Never did we receive anything showing us what they saved us if anything.

  

  Business Response

  Date: 07/16/2025

  Hi *****, 
  
  We understand your concern and wish to explain our policy and invoice here. 
  
  Our records indicate that your property, ***************************************, was signed up on 10/13/2024. The signature authorizing Ownwell to act on your behalf was done was ******* *********, and verified with the email address ******************** and phone number *************. Once the email address was verified, a password for your account portal at **************************  was created. At the time your property was signed up, it was too late for us to protest for the 2024 property tax year, as the deadline to file this protest would have been 05/15/2024. We therefore, sent an email confirming that while we would be unable to help with the ************************************************************ 2025. 
  
  We realize that life is busy, which is why before the tax season begins, we email our recurring customers to remind them that they are signed up with us and that they don't need to worry, we have their tax protest handled for them. This email also provides the option to cancel our service, and the deadline to cancel is if this is what you choose. On April 3, 2025 we emailed you reminding you that we were working on the 2025 and asked that you cancel by 04/10/2025 if you did not want us to proceed. 
  
  Since we did not receive a cancellation request by the deadline of 04/07/2025, we continued preparing to file the 2025 protest for your property, ***************************************, and emailed you on 04/14/2025, reminding you of this. On 05/01/2025, we filed the protest with Tarrant County and sent an email letting you know it had been filed. I have attached a copy of the *** Determination Letter from ************** confirming the reduction in value that Ownwell earned for you this year. 
  
  When I reviewed our savings calculation, I did find that we missed the Over-65 freeze that is in place for the taxing jurisdiction, ********** ISD. I apologize for this mistake. I have attached a copy of our updated savings calculation for your review, and we have reissued the invoice to accurately reflect this. At this time we have canceled your account for any future years protests with Ownwell. 
  
  Best Regards, 
  
  ***** *****
  Ownwell

  Customer Answer

  Date: 07/16/2025

  Complaint: 23596128
  
  I am rejecting this response because: My wife did not verify your service. Nor did we receive any notice regarding your inability to work on 2024 taxes. We received no option to cancel your service either.

  We do wish to cancel. As you are billing people without verification and for service with no 'proof of service'.
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 07/18/2025

  Hi *****, 
  
  We understand your concern; however, our records do reflect that the authorization for Ownwell to be the Property Tax Agent for ***************************************, was signed by ******* ********* on 10/13/2024. On that date, as shown in the attached emails, a verification code was sent to ******************** to confirm this sign up, and an email was sent confirming that we could not handle the 2024 protest but that the property was signed up for us to handle the 2025 protest. Both of these emails were delivered on October 13, 2024. Additionally, when the property was registered and the verification code was entered on our website, **************************, a password was created for your online account portal for this property. 
  
  Your account with us is now closed; however, the invoice for the ********************************** line with our signed Service Agreement, still remains open. We hope to reach an amicable arrangement for the payment of this invoice, however, you will continue to receive reminders from us regarding its status until this happens. 
  
  Best Regards, 
  
  ***** *****

  Customer Answer

  Date: 07/18/2025

  Complaint: 23596128
  
  I am rejecting this response because:

  Your actions were not clear. And we have been billed in error. No service has been clearly rendered by you. Only a projection into what may occur next year.
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 07/22/2025

  Hi *****, 
  
  We apologize that you do not feel our actions were clear. In our email communication with you, we tried to clearly explain the actions we were taking for your property for the 2025 tax year. The protest we held did adjust the value at which your property will be taxed for the 2025 tax bill. Tarrant County will issue this bill in October 2025 and will be due by January 31, 2026. It will be based on the final value that Ownwell was able to achieve for you with your exemptions applied to that value. As stated in my first response, when we originally issued your invoice, we failed to take all the savings you receive from your exemptions into account. We apologize for this. When I corrected this, the remaining invoice was covered by a $20 referral credit that you had on your account. There is therefore, no open invoice with Ownwell, and your account is closed. 
  
  Best Regards, 
  
  ***** *****

  Customer Answer

  Date: 07/23/2025

  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.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:07/07/2025

  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 created an account on the ********************** website because I was interested in their services, after answering 2-3 questions I realized this was way over my head and I closed the **** now I am receiving emails saying I owe them money. I have never used their service, the representative is stating they sent me emails and that me creating an account was agreeing to their services. She said they have proof of me signing paperwork, which I never signed and I am currently waiting for proof of. The invoice I have received says they will apply a 1.5% late charge if not paid.

  

  Business Response

  Date: 07/09/2025

  Hi LaCheaa, 
  
  We understand your concern and wish to explain our invoice here. 
  
  Our records show that you electronically signed our Service Agreement on our website, **************************, on April 11, 2025. This sign up was verified through a one-time code that was sent to your email address, ***************** along with a sign up confirmation email. Once the one-time code was entered into our website you then created an account portal at **************************. As shown in the attached screenshots, when you added your signature to our website, you were informed that you were signing a Service Agreement for Ownwell to act as your property tax agent for **************** and that our contingency fee is 25% of the tax savings. 
  
  Once you created the password to set up your account portal at **************************, this immediately put you into our onboarding survey; however, since you were already signed up for our service, not completing the survey did not cancel your account with us. This is why we continued to email and text you regarding the status of the 2025 protest you had started with us. On 05/02/2025, we emailed that we had filed the protest with ****************, and on 06/05/2025, we emailed that we had won the protest that we had filed. 
  
  Your account has now been closed for any future protests. While our invoice does fall within the terms of the signed Service Agreement, as a courtesy, we can offer a 25% settlement credit on this invoice to close your account with us. To accept this, please contact me Monday through Friday from 9:00 a.m. to 5:00 p.m. CST at ************, so I can apply the credit and process the payment for your invoice. 
  
  Best Regards, 
  
  ***** B
  Ownwell

• Initial Complaint

  Date:07/07/2025

  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.

  **Formal Complaint to BBB Regarding Ownwell, Inc.****To Whom It May Concern:**I am filing a complaint against Ownwell, Inc., a property tax reduction company that claims to operate on a contingency-based model. In my experience, this model is inconsistently applied and misleading.Earlier this year, I filed a property tax appeal directly with my county and secured a reduction on my ownbefore contacting Ownwell.Later, I signed up with Ownwell hoping they might secure a greater reduction. Their website clearly advertises that customers only pay if savings are achieved. However, after their appeal, the valuation remained exactly the same as the one I had already obtained. Despite this, I was billed.I contacted customer service to explain the situation. Their representative admitted the valuation was unchanged but insisted I was still responsible for payment due to the companys internal efforts. This defeats the purpose of a contingency-based model, where payment is supposed to depend on results, not effort.Ownwells terms of service are vague and do not clearly state that customers may be charged in such situations. This lack of transparency places undue risk on the consumer and contradicts their public promises.The representative was also dismissive, which made the matter worse and damaged my trust in the company.This is not about avoiding a valid chargeits about being billed for value not provided. If Ownwell charges even when there are no new savings, their contingency model is misleading.I respectfully request:1. Cancellation of the invoice.2. Written confirmation that no payment is due.3. Clarification of their billing policy for public transparency.I can provide evidence including:* County offer timeline * Screenshots of Ownwells advertised claims * Copy of the invoice * Communication records with their team Thank you for your time and for supporting fair business practices.

  

  Business Response

  Date: 07/09/2025

  Hi *****, 
  
  We understand your concern and wish to explain our policy and invoice here. 
  
  When a customer signs up for ********************** to file a protest for them, Ownwell files its own protest for the property. This is done even if a customer indicates a protest has already been filed. Doing this ensures that we are accurately coded as the property tax agent for the property to handle the protest. Each protest is then handled the same way, whether it was only filed by Ownwell or a Takeover protest initially filed by the customer. 
  
  1. We engage in an informal discussion with the Central Appraisal District to determine if the account can be settled without a formal hearing. We only accept this agreement if we feel that it is the best offer we can make for the tax year.
  2. If we do not accept the informal agreement, we move forward to the formal hearing with the *********************** Each county schedules these hearings differently in cases where the property owner has also filed their own hearing, so we contact them to determine when the hearing for Ownwell will be.
  
  If you had accepted the offer of $433,596 that Harris County originally offered to you, then Ownwell would not have been able to move forward with our protest, as ************* would have closed the protest as settled by the property owner. Since you did not accept the offer, the value of the property remained at $456,765. Ownwell makes no guarantees as to the value that we are able to achieve on the property. We are also not aware of any value that Harris County may have offered you before we filed our protest, since it was rejected by you, and ************* considers that offer closed. 
  
  I have attached a copy of the official ARB Determination Letter from *************, confirming that Ownwells reduction in value for your property was from the original $456,765 down to $433,596. While the invoice we sent to you does fall within the guidelines of our Service Agreement, where we invoice for 25% of any tax savings that we earn for you, as a courtesy, we can offer a 25% Settlement Credit on the invoice. If you choose to accept this offer, please reach out to me at ************ Monday through Friday from 9 am to 5 pm CST. I will be happy to apply that credit and accept your payment for the remaining balance. After that, your account with ********************** will be closed, and you will receive no further communication from us. 
  
  Best Regards, 
  
  ***** *****

  Customer Answer

  Date: 07/09/2025

  Complaint: 23558612
  
  I am rejecting this response because:
  

  To BBB and Ownwell,

  Thank you for Ownwells response.

  While I understand that Ownwell engaged in the property tax protest process, I must reiterate that the final valuation of $433,596 had already been offered to me directly by the Harris County Appraisal District before Ownwells intervention. I initially declined the offer in hopes of a better outcome not with the expectation that the exact same number would later be finalized and billed as a result of Ownwells efforts.

  Although Ownwell may have followed their internal process, the fact remains: no net reduction or savings were achieved beyond what was already on the table. Charging for this result and characterizing it as value created is highly questionable, especially from a consumer fairness perspective.

  1. Lack of Disclosure About Duplicate Filing

  Ownwells terms and conditions did not clearly disclose that they would automatically file a protest on my behalf even if I had already done so independently. This critical omission prevented me from making an informed decision. Had this policy been communicated clearly, I would not have proceeded, as I had already taken action.

  2. ******************************* Interaction

  Before receiving this formal BBB response, I attempted to resolve this issue directly with Ownwell. During that time, I spoke with a customer service representative named ****, whose behavior was dismissive and unprofessional.

  When I asked specific questions about the invoice and duplicate protest, he had no clear answers, and instead of trying to help, he simply stated that I would have to pay regardless. His tone was defensive, and he offered no assistance, explanation, or courtesy, especially compared to the more measured tone now shown in this BBB response.

  This interaction reflects a lack of proper employee training and a disregard for basic customer care. It made the situation more frustrating and damaged my trust in the companys approach to client communication.

  3. Late Fees During Active Dispute

  While I acknowledge that the terms mention interest or late fees, applying such penalties during an active, unresolved dispute especially one under BBB review is inappropriate and demonstrates a lack of goodwill. Disputed invoices should not accrue penalties while a resolution is still being sought.

  4. Offered 20% Discount is Unreasonable

  While I appreciate the offer of a 2025% discount on the invoice, I must respectfully state that this is unreasonable, given that no additional value was created by Ownwell. The final reduction was already available through my own efforts before their involvement, and no improved outcome was secured. Offering a partial discount for a service that delivered no net benefit is not a fair or meaningful resolution.

  
  

  Resolution Requested:

  In light of all these facts, I respectfully request:

  Cancellation of the full invoice and removal of all associated late fees, or

  Reduction of the charge to a nominal administrative fee, as Ownwell did not deliver any new savings, failed to disclose key service practices, and provided a poor customer experience during my attempt to resolve the matter.

  I remain open to a fair and amicable resolution.

   

  Also I am attaching a screenshotshot of my accepted dispute which is on May 20th, over a month after Ownwell

  
  

  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 07/18/2025

  Hi *****, 
  
  Although the ****** Central Appraisal District offered you $433,596 before you signed up with Ownwell to handle the protest, you did not accept this offer. When that happens, the Appraisal District considers the offer withdrawn. When Ownwell was authorized to handle the protest on your behalf, we were not aware of any previous offers made to you by the ****** Central Appraisal District, as they are not required to disclose this to us since you rejected it. When Ownwell prepared our evidence for this protest, we had an opinion of value of $452,000. Therefore, when we received the offer of $433,596 from the ****** Central Appraisal District, we believed it was the best offer that could be obtained for the 2025 property tax year, and we accepted it. We have attached our official order from them, which confirms that Ownwells protest was the factor that ultimately lowered the property's value. While we understand your concern, we hope this helps you to know that we did our best to try to earn a reduction for you this year, but were unsuccessful. While Ownwell does not feel there is a strong case to take this property to arbitration, it was concluded in such a way that if you choose to do so, you can pursue that option. You can learn more about the arbitration process and how to file for it here: **********************************************************************.
  
  We listened to the phone conversation with our customer care agent, ******, on July 1, 2025. Although they could have been clearer on how our takeover protests are handled, their manner was professional in the way they explained our invoice and results to you. 
  
  At this time, no late fees or interest have been added to the invoice for this protest. Our past-due reminder emails state that these could be added, as our Service Agreement allows us to charge interest in the amount of 1.5% per month for past-due invoices. Currently, we have not implemented this feature on your account. 
  
  Since through our protest we were successful in having the ****** Central Appraisal District lower the value of our property from $456,765 to $433,596, we feel that our offer of a 25% credit on this invoice is fair and reasonable. 
  
  Best Regards, 
  
  ***** *****

  Customer Answer

  Date: 07/20/2025

  Complaint: 23558612
  
  

  Thank you for your response via the BBB platform.

  
  

  However, I would like to respectfully point out a few contradictions and concerns that remain unresolved.

  
  

  First, the email I received from your team just six days ago on Tuesday, July 16, 2025 clearly stated that you were unable to file the exemption application due to missing identification indicating that the process was incomplete, (Screenshot uploaded for reference). This directly contradicts your claim that you successfully completed the protest and were responsible for the outcome. If filing was incomplete, how can it be asserted that your actions were the basis for the adjustment?

  
  

  Secondly, regarding the phone call with your representative, ********* While I appreciate your internal review, I must disagree with the characterization of the conversation as professional. When a customer is told they are obligated to pay regardless of outcome, and the representative refuses to listen or acknowledge concerns, it is not consistent with professional standards especially in a service-driven business. If you are confident in that assessment, I would respectfully request a copy of the call recording for clarity and reference.

  
  

  Despite these issues, I am not seeking to prolong this matter unnecessarily. To bring this to a fair and final close, I am willing to settle the invoice with a 50% reduction and a complete waiver of any late fees or interest, as this remains an active dispute and not a resolved billing case.

  
  

  I believe this offer is reasonable and reflects the incomplete nature of the service and the customer experience involved. Please let me know how you wish to proceed.

  
  

  Best regards,

  *****

  

  Business Response

  Date: 07/28/2025

  Hi *****, 

  The email you received on July 14, ********************************************************************************* addition to filing property tax protests for our customers, we also help customers, who need the help to file a homestead application with the county for their property. When you signed up for our protest service, you had also began a homestead exemption application in your property portal, which was not completed. The email from July 14th, was letting you know the status of that application and the steps needed if you wished for our help in filing the homestead for your property. 

  I have attached a copy of the July 1, 2025 conversation that you had with ****** for your review. I have also put a settlement credit of 50% on your open invoice with us. Once this invoice is paid, then your account with ********************** will be closed. 

  Best Regards, 

  ***** *****

  Customer Answer

  Date: 07/29/2025

  Complaint: 23558612
  
  I am rejecting this response because:

  
  Hi *****,

  
  

  Thank you for your response and for offering the 50% settlement on the invoice. I will be paying that. 

  
  

  However, I noticed that the July 1, 2025 conversation you referenced as being attached was not included. Since it was specifically cited to support the claim that the representative acted professionally which does not align with my experience this issue remains unresolved until that message is provided and reviewed accordingly.

  
  

  Please upload or resend the conversation for proper reference.

  
  

  
  

  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/30/2025

  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 used Ownwell last year but had used ******* for another property and chose to use ******* for both properties this year. My identity and email and all had been stolen 10-15-24. Called Ownwell and told them going with another company. Used *******. ******* filed 4-30 and had appointment 6-18. Ownwell just started billing me in May. I called, they said I owed cause they do yearly unless I close out on line. My info hacked. I called instead to discontinue. I am with ******* and they went for me. Ownwell keeps billing me. They must stop. I called, I discontinued. They need to quit harassing me. Please help

  

  Business Response

  Date: 07/01/2025

  Hi *****, 

  We understand your concern and wish to explain here. 

  Ownwell's Service Agreement is a recurring agreement, which means we continue to represent our customers until they choose to cancel with us. We realize that life is busy, which is why before the tax season begins we email our recurring customers to remind them that they are signed up with us and that they don't need to worry, we have their tax protest handled for them. This email also provides the option to cancel our service and the deadline to cancel if this is what you choose. On 04/02/2025 we sent this email to you and requested that you cancel by 04/09/2025 if you did not wish for us to proceed. I have reviewed our customer service records for your account and found that you contacted us by phone and email in August 2024 regarding the results of your ************************************************* neither of these interactions was a request for cancellation made. The next correspondence we have from you is on 06/06/2025 in which you disputed the invoice we sent for the 2025 protest and requested cancellation. We explained to you the recurring nature of our service agreement, and cancelled your account for any future years on that date. 

  Since we did not receive a cancellation request by the deadline of 04/09/2025, we continued preparing to file the 2025 protest for your property, and emailed you on 04/18/2025 reminding you of this. On 05/01/2025 we filed the protest with Tarrant County and sent an email letting you know it had been filed. Since you were our customer from 2024, we were still coded by Tarrant County as your property tax agent. Due to the large number of protests that are filed each year, **************, as well as other counties in *****, will begin to negotiate with the property tax agents on accounts very early in the tax season. When we reviewed the offer that Tarrant County sent for your property, we realized it was the best offer that would be received for the 2025 tax year, so as your agent, we accepted this offer. This was done before ******** was added as your property tax agent, so they were unable to complete a protest for you in 2025. 

  We sympathize that your identity had been stolen in October 2024, however, our system confirms that the emails to ******************************** were delivered and most have been opened. In fact the email we received from you on 06/06/2025 was a reply to the invoice reminder email we sent to you. Our invoice is within the terms of our signed Service Agreement with you. As a courtesy, we can offer a 25% credit on the invoice. If you accept this offer, please contact me through our customer service line at ************ Monday through Friday from 9 am to 5 pm CST. Once the invoice is paid, your account with ********************** will be closed and you will receive no further communication from us. 

  Best Regards, 

  ***** *****

• Initial Complaint

  Date:06/30/2025

  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.

  Ownwells service fees is being charged on recurring basis where I understood is for one time only.There is no benefit of using Ownwell services as my property taxes did not decrease Ownwell is asking money again, which I have asked them to stop invoicing me

  

  Business Response

  Date: 07/02/2025

  Hi *******, 
  
  We understand your concern and wish to explain here. 
  
  Ownwell's Service Agreement is a recurring agreement, which means we continue to represent our customers until they choose to cancel with us. We realize that life is busy, which is why before the tax season begins, we email our recurring customers to remind them that they are signed up with us and that they don't need to worry, we have their tax protest handled for them. This email also provides the option to cancel our service, and the deadline to cancel is if this is what you choose. On 03/31/2025, we sent this email to you and requested that you cancel by 04/07/2025 if you did not wish for us to proceed. I have reviewed our customer service records for your account and found that you contacted us by email on 06/13/2025 regarding the two properties that you had signed up with us, ************************************** and ***************************************. For property **************************************, we had not yet completed the protest, and since we needed your signature to proceed with the protest, we canceled this protest for the 2025 tax year and future years. For ************************************************************************, we had already completed the 2025 protest, so we canceled this property for any future year protests. Since the 2025 protest had been completed, you had already been invoiced for the results of this protest. 
  
  Since we did not receive a cancellation request by the deadline of 04/07/2025, we continued preparing to file the 2025 protest for your property, ***************************************, and emailed you on 04/14/2025, reminding you of this. On 04/29/2025, we filed the protest with Harris County and sent an email letting you know it had been filed. I have attached a copy of the *** Determination Letter from ************* confirming the reduction in value that Ownwell earned for you this year. 
  
  Our invoice is within the terms of our signed Service Agreement with you. As a courtesy, we can offer a 25% credit on the invoice. If you accept this offer, please contact me through our customer service line at ************ Monday through Friday from 9 am to 5 pm CST. Once the invoice is paid, your account with ********************** will be closed, and you will receive no further communication from us. 
  
  Best Regards, 
  ***** *****

• Initial Complaint

  Date:06/30/2025

  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 recently received an invoice from Ownwell stating that I owe them $146.95 for invoice ****** for an appeal that they filed on my behalf without my knowledge or consent. I never signed up, or asked for the service. I am a senior citizen and in **************. I get a discount for being a senior citizen. It makes no sense and would make no sense ever to use their service even if I wanted it, which I did not! My concern is, I never asked for their service, and never agreed to use their service and be billed for it, and now they threaten escalation of this fraudulent invoice.Ownwell is a predator preying on vulnerable homeowners utilizing underhanded techniques for their profit. They need to be stopped. They need to be held accountable for their criminal activity. The fact, that we have to go through all of this wasted time, frustration, and energy to deal with something we did not even ask for is appalling. Please shut them down immediately.

  

  Business Response

  Date: 07/02/2025

  Hi ******, 
  
  We understand your concern and would like to address it here. 
  
  Our records indicate that on 04/23/2025, you signed on our website, **************************, authorizing Ownwell to file a protest for **************************************. This signature was associated with the phone number ************* and the email address ************************* When the signature was completed, we sent a one-time verification code to ************************* which was then entered into our website, and a password was set for your account portal on our website **************************. Only someone with access to your email address could have received this code and entered it into our system. 
  
  On 04/23/2025, you also received an Appeal Signup confirmation email, and on 04/24/2025, we sent an email confirming that we were beginning work on the appeal. On 05/01/2025, we emailed that we had filed the protest, and on 05/28/2025, we emailed that we were successful in earning a reduction for you for the 2025 tax year. I have attached a copy of the *********** Order from **************, which confirms this reduction. We also sent text messages to your phone number confirming we were working on the protest as well as a link to your invoice. 
  
  When I reviewed your calculation of savings, I determined that we unfortunately missed the freeze that is in place on your ISD taxes. I apologize for this mistake. When I apply this to your savings calculation, it changes our invoice to $20.17. As a courtesy, I have voided your invoice, and your account with us is now closed. You will no longer receive any communication from us. 
  
  Best Regards, 
  

  ***** *****

  
  

• Initial Complaint

  Date:06/23/2025

  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 sold my property and Ownwell still charged me for a service I did not request. I notified them the property was sold but I was forced to pay for the new owners reduction in taxes. The customer service representative was rude and not willing to help bc I was explained on county taxes Im still listed as owner even tho I already sold. When I was transferred to the credit card department to pay this bill I was upset. The lady on that end did offer me a 50 percent discount which was at least something but the fact that I have to pay an invoice for a service that I didnt ask for or will benefit from is horrible. But I paid it so they would stop harrasing me with a bill that they feel I owed them

  

  Business Response

  Date: 06/25/2025

  Hi *****,
  
  We understand your concern and appreciate the opportunity to further address the questions you've raised regarding our service.
  
  Ownwells service agreement is a recurring agreement, this is outlined in line item 4 of the agreement. It also specifies that we will notify you prior to filing any appeal and provide an opportunity to terminate ongoing services if you prefer that we not proceed. In accordance with these terms, Ownwell notified you via email on 04/01/2025 that we were beginning work on the 2025 protest and requested that you cancel by 04/08/2025 if you did not wish for us to move forward.
  
  In commitment to customer care, we thoroughly reviewed all of the concerns you've raised. First, regarding your statement that you had notified us the property was sold, our communication records indicate that the first communication we received from you regarding the 2025 protest was on 06/05/2025, after the protest had been completed and an invoice had already been issued.
  
  Second, you expressed dissatisfaction with the customer service you received. We take this feedback seriously, as providing a positive experience for all our customers is a top priority. I personally reviewed the phone conversations you had with both our customer support agent and a billing department representative. Both agents were courteous and made sincere efforts to address your concerns and resolve the issue. While they upheld our policy, their tone remained respectful and professional throughout the calls. We regret that the outcome was not to your satisfaction.
  
  Upon further review, I noted that the property was sold on 04/21/2025. Because the hearing occurred after the sale, the 2025 property taxes you paid were based on the original assessed value. As a result, you will not personally benefit from the reduction. Therefore, I have issued a refund for the invoice you paid. Please allow 24 to 48 hours for the refund to appear on your credit card account. Your account with us is now closed.

  Best Regards, 

  ***** *****

• Initial Complaint

  Date:06/20/2025

  Type:Order 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.

  In April 2025, Ownwell agreed to file for a reduction in our property tax value and their agreement says they will charge 25% of the savings for the year in which the appeal is filed. Ownwell misled us to believe that the reduction in our tax value would directly affect our property tax amount, however, according to the Property Tax Appraiser, the reduction that Ownwell obtained is on the MARKET Value - not the Net Appraised Value (which taxes are based upon).We received an invoice from Ownwell that we owe them $24.60, which we now know is a scam, because the Net Appraised Value has not changed.We have not paid it because they misrepresented their services, and we expect they will do the right thing and reverse the charges and cancel our account, which we requested of them via email.

  

  Business Response

  Date: 06/24/2025

  Hi ********, 
  
  We understand your concern and want to verify what our protest entailed. In *****, if a property has a homestead exemption, then the Net Appraised Value cannot go up by more than 10% of the previous years value if the Market Value increases by more than 10%. The Net Appraised Value cannot be protested, as it is set by the homestead exemption; only the Market Value can be protested. 
  
  In order for Ownwell to save you money on your property taxes in a protest, we would have to bring the Market Value of the property below the Net Appraised Value. If this happens, then the final value of the property becomes both the new Market Value and the new Net Appraised Value. For your property, the original Market Value in 2025 was $272,579, and the Net Appraised was $257,690. Ownwell protested the Market Value of $272,579, and was able to lower it to $214,206. Since this new value is below the original Net Appraised Value of $257,690, then $214,206 now becomes the Market Value and Net Appraised Value for the 2025 tax year. Ownwell invoiced you based on the reduction from $257,690 to $214,206. I have attached your 2025 Notice of Value and the new information shown on the Cameron County Appraisal Districts website to confirm this information. 
  
  When I was reviewing your invoice, I did notice that it did not include all of the savings that you receive from your Over-65 exemption. We apologize for this mistake. Since the majority of your savings come from your homestead and Over-65 exemption, we have voided your invoice. Your account with ********************** is also closed. 

  Best Regards, 

  ***** *****

  Customer Answer

  Date: 06/24/2025

  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.

  Thank you for your help -  it is such an important feature you offer to consumers.
  
  Regards,
  
  ******** *****