Complaints

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

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  Rowcal Management LLC

  PO Box 421150 Minneapolis, MN 55442

  
• 

  RowCal Management MN LLC

  11125 Zealand Ave N Champlin, MN 55316

  
• 

  RowCal Management CA, LLC

  5721 W Slauson Ave #110 Culver City, CA 90230

  
• 

  RowCal Management CA, LLC

  77 Las Colinas Ln San Jose, CA 95119

  
• 

  RowCal Management CO LLC

  5995 Greenwood Plaza Blvd Ste 240 Greenwood Village, CO 80111-4710

  

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:06/03/2025

  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.

  This is the property management company my ********* has selected for communication around HOA matters.I sent RowCal an email on May 15th requesting additional information about an architectural request and I am still waiting for a response from ****** ******* who is the only ********************* Manager for my neighborhood.This company is completely unresponsive and does not seem to have anyone who knows how to read and interpret governing documents for the **** that they have been hired to assist. I have asked for anyone to respond to my questions and have been told I have to wait for ****** to respond- which at this point is likely never going to happen.

  

  Business Response

  Date: 06/09/2025

  We apologize for the perceived unresponsiveness regarding your request. Most importantly, we want to assure you that our team members are highly skilled professionals, trained to understand and interpret HOA governing documents, and take exception to your remarks as they are neither valid nor productive.
  
  Your Community Manager is quite dedicated to your community, yet architectural requests require careful review and often ********* approval, which can extend the timeline.
  
  In addition, your Community Manager was out of the office following May 23rd. However, upon his return, he directly addressed your inquiry by phone, clarifying the Board's concern in the denial letter regarding the living fence's aesthetic alignment. We are glad you appreciated his personal call and his relaying your comments to the Board.
  
  We understand your primary need is for clearer guidance regarding "living fences," as governing documents do not explicitly prohibit them.
  
  As an update, your follow-up comments were shared with the Board last week, and an email was sent to you with the update. The Board issued a partial, conditional approval of your May 16th *** request. Items 2 through 6 were approved with the condition that all plantings be placed in a bed with rock or mulch. Item #1planting five Syringa in the front yardwas not approved, as the Board interpreted this arrangement as a fence, which is not permitted in front yards per the communitys guidelines.
  
  We appreciate your continued patience and your willingness to work with the Board to find a solution aligned with the Associations standards.

• Initial Complaint

  Date:05/22/2025

  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.

  On April 8, 2025 the water was shut off to my townhouse unit as well as some other units to fix a water break issue on ************** in ******************* which is west of my unit. When the water was turned back on, my grandson used my bathtub in the lower level of my home. I then proceeded to wash a load of clothes. When the water drained from my washer, the bathtub filled up with water and dirt. Then water and dirt (clumps of it} came up from the floor drain in the laundry room and proceeded to flood the room and out of the room into the entry way of the lower level. I immediately called the City *********** which told me that I needed to contact the property management company. I called the emergency phone numberand spoke to a person that took all the information plus pictures and told me he would contact the appropriate people. It was turned over to the person at the company that is the manager of our HOA. The work order that was put on my unit has the details and has the statement ************** Approval" on it. There is also a due date of 5/2/25 listed, I have sent numerous emails regarding this work order as well as questions about how long it should take for board approval and what that 5/2/25 date means, As of this date, I have not received any responses to my emails and questions other than the initial contact I made when the incident happened, I had no water issues until the water was shutoff and turned back on. I can only assume that there must me dirt and debris in the line as that is what came up from the drains. I'm a 72 year old woman who lives on a small Social Security check and I don't have extra money to spend going to a laundromat to clean my clothes when I have a perfectly good washer. I'm left with the impression that they are ignoring me hoping that I will go away or pay to have the issue resolved myself, I don't feel that this is something that I should be responsible for as I didn't have any issues before.

  

  Business Response

  Date: 05/28/2025

  We appreciate your patience as we've worked through the process with you. We understand that through your communications with your community manager, arrangements have been made to have a plumber inspect the issue. 
  
  As discussed, if the plumber determines that the cause originates outside your unit, the association will cover the necessary repairs. If the issue is found to be within the units responsibility, any associated costs fall under the homeowners responsibility per the communitys governing documents.
  
  Please dont hesitate to reach out to your community manager if you have further questions. Were here to support you and ensure the situation is addressed appropriately.

  Customer Answer

  Date: 06/01/2025

   I am rejecting this response because: In their response they said that they could have a plumber not a drain cleaning *** come out to loo at the the problem.  There would be a trip charge for that visit.  If that person said it was my problem (which I'm sure that's how it would go) the expense would be charged back to me.  It should not have taken almost 2 months to come up with this solution.  I had a peraon come out from a drain cleaning company and they fixed the problem.  He could not say for sure whose fault it was but there was what looked like a small blue shop towel in the drain.  I have never used nor had any shop towels in my house.  The bill for his work was $175.00.  If I had taken the company's offer, it would have been a $75.00 trip charge and what ever the work to clear the drain would have cost.  I would like to recoup my $175.00 but I know that's probably not possible.  Any amount of reimbursement for be appreciated for the length of time it took them to figure out a way to make it my problem.
  
  
  

• Initial Complaint

  Date:05/20/2025

  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.

  We are homeowners in a community that recently transitioned to new management under ************** the change, we have experienced a lack of communication, accountability, and transparency.Details of the concerns:1.Unresolved Issue from Previous Management:Before the transition, we submitted a formal request regarding billing discrepancies. We were subjected to drastic fees that were implemented without proper notice, justification, or homeowner input. These charges feel excessive and lack transparency, raising concerns about fairness and financial accountability. Despite repeated follow-ups, this matter was not resolved before Pioneer Management Company exited. We were assured that the new management would take over and address these issues.However, Row *** has either ignored or refused to acknowledge the matter. We have submitted emails, calls, and requests, all of which have gone unanswered or deflected.2.Abuse of Power and Lack of Transparency:Since taking over, ******* has made unilateral decisions impacting homeowners without proper notice or community input. This includes increased dues without explanation, fines issued without cause. These actions lack transparency and appear to be an abuse of their authority.We are concerned, not only with their failure to address prior obligations, but also with how they are currently managing the community in a way that disregards homeowner rights and input.We request:A formal response regarding the unresolved issue carried over from the previous management.An explanation of recent policy changes and actions taken without homeowner input.A plan for transparent and timely communication going forward.We are filing this complaint in the hopes that this company will be held accountable for their inaction and poor management practices.

  

  Business Response

  Date: 05/23/2025

  While this information has been clarified and provided to Mr. ****** multiple times previously, we are happy to provide it here as well.
  The fees in question originated under the prior management company, Pioneer ****, at the direction of the communitys Board of Directors, required all homeowners to provide unit keys to avoid delaying a multimillion-dollar project. A clear deadline was given to homeowners before noncompliance fees were imposed. Unfortunately, Mr. ******* keys were not submitted by the deadline and Pioneer ****, at the Boards direction assessed the corresponding fees prior to RowCals management of the property. Keys were eventually provided, the fees remained unpaid.
  After taking over, our Community Manager and Mr. ****** spoke over the phone, and he requested an in-person meeting. At that time, this office was moving locations, and no physical office space was available to meet. Instead, a meeting over Zoom was offered or to go over the fees on the phone since the Community Manager was already talking to him, and both were declined.
  Mr. ******* legal counsel later requested and RowCal supplied his attorney all supporting documentation and fee timelines. To date, we have not received further follow-up from Mr. ****** or his counsel.
  I important to clarify that management companies like RowCal do not make decisions regarding dues or fines. Those are determined solely by the elected ********* of Directors. Notifications regarding the dues adjustment were mailed to all owners at their addresses of record, and in Mr. ******* case, multiple notices were received for all of his units.
  RowCal takes transparency and professionalism seriously. We regret any perception of unresponsiveness and are always open to constructive dialogue. We ask the BBB to close this complaint as resolved, since supporting documentation has been received by the homeowner several times and is available at all times in the homeowner portal.  

• Initial Complaint

  Date:03/31/2025

  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.

  RowCal has been the *** manager of Montarbor *** for over a year. I have been inquiring for nearly 2 months between the *** and RowCal as to what is the mailbox number for my property which has an active tenant. The *** states because the responsibility has been outsourced to RowCal they are responsible to hold this information. RowCal is also the *** **** collector. However, RowCal repeatedly states the responsibility is on Montarbor ***. As a dues paying member RowCal is responsible to provide this information. I have spoken to over 6 RowCal employees and they all provide the same standard response as if they are a robotic answering system.

  

  Business Response

  Date: 04/02/2025

  We understand the importance of having accurate mailbox information, and we apologize for any confusion during this process.
  
  Once the request was escalated, we were able to provide the mailbox number from the communitys official records on 3/28. Unfortunately, the information was not initially accepted by the homeowner due to conflicting information from a previous tenant. We did share the details that we have on file, and we have not received any further communication since then, which suggests to us the issue has been resolved.
  
  We recognize that our Care Team initially did not have direct access to the mailbox list to the homeowner, and we are taking steps to ensure this information is readily available moving forward. As the requested information was received days before the complaint was received by us, we are asking the BBB to close this case as resolved. Thank you.
  
  

• Initial Complaint

  Date:03/19/2025

  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 asked RowCal, who manages our property, about inspecting the rotting wood on our porch and installing a guardrail for the front porch. They responded that they would send someone to inspect the wood, and the porch would be our responsibility to pay.Nobody showed to inspect the wood.Nobody provided an estimate on the work for the guardrail.I NEVER authorized installation of the guardrail!I NEVER told anyone to come and do the work.Someone showed up put a guardrail in and billed us $1,700 without our consent. When we brought it to our community manger's attention, she said the following: Below are the reasons why the invoice for the handrail installation remains valid and is expected to be paid:Homeowner Responsibility: When the work order was placed, it was clarified that the handrail is the homeowners ***************** Cancellation or Change Request: The work order was never removed from the system, and no communication was received stating that you did not wish for the installation to ************ Completed: The handrail installation was completed in late January/early February.Delayed Dispute: The concern over payment has only now been raised, well after the work was performed.Given these factors, the invoice will remain on your account and must be paid. Please let me know if you have any questions The concern over payment was only now raised because we were only now made aware of payment! Yes, they built a guardrail, but I never asked them to do it. I only asked about it, hoping it might be covered by the **** When they told me it wasn't, I never responded to come and do it. By the way, we never got a first bill either. We only got a second bill with a late notice.

  

  Business Response

  Date: 03/20/2025

  Your community manager will be reaching out directly to communicate with you but we are pleased to report that after further review, the owner charge will be removed from your account. We request the BBB closed this case as resolved.

  Customer Answer

  Date: 03/25/2025

   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.

• Initial Complaint

  Date:03/17/2025

  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.

  Rowcal is a property management company that has recently acquired the previous property *******. Using the same phone number so we cant even call the other *******. In the month of 12/24 the old and new management ACHs our bank account for $280.00. Each For a total of $560.00. We have contacted them multiple time and provided all documents they requested. Trying to get back our $280.00 We reached out again 3/11/25 and no call back or email. We believe that this is a scam on their part and we will be filing in small claims court next week if we dont hear anything from them by end of day. Thanks

  

  Business Response

  Date: 03/18/2025

  Thank you for bringing this to our attention. We understand your concerns regarding the duplicate assessment payments in December 2024 and regret the inconvenience this caused.
  
  Your Director of Community Management first reached out on January 21, 2025, requesting additional information to process your refund. As we did not receive a response at that time, the matter remained open. However, we were able to connect with you on March 17, 2025, gather the needed details, and promptly submit your refund request. The refund has since been approved, and a check will be mailed to you.

  We're happy to say this issue has not only been resolved but we've been able to connect with you to let you know the outcome. We ask the BBB to close this case as it has been resolved. 

  
  

• Initial Complaint

  Date:02/20/2025

  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.

  This is regarding RowCal in ********, **. Our condo community used to be managed by ******* for many years, then RowCal bought them out. RowCal has been unresponsive and unprofessional. I was experiencing a ceiling leak - I am in a 1st floor condo, with my neighbor upstairs on the 2nd floor. I immediately reported the leak on 2/4/25 to my local RowCal office and the community manager **** ****** was dismissive and without even looking at my submitted photos or sending someone to take a look at the leak, he said that it was a plumbing issue and to take it up with my neighbor upstairs. The leak is occurring in the bedroom where there is no sink, and the leak is occurring at the junction between the wall and ceiling where the window is. I called RowCal office and they say they will get back to me in 3-5 business days. How is this acceptable for an emergent situation? I ended up having to call my own independent contractor AND leak technician to assess the problem, so that I can pass along the reports to RowCal in hopes this will expedite their process because they have done NOTHING for me at this point. RowCal eventually sent over a roofer, despite it not being a roof issue as I live on the 1st floor. The roofer determined nothing is wrong with the roof then left. I called RowCal AGAIN and they claim they will send RowCal *********************************************** to caulk or tarp around my unit and my upstair neighbor's unit as a temporary measure. They went to the WRONG CONDO and performed work on the wrong place! Nobody called to confirm if the technician/staff was at the right place. That very week I received notice that RowCal will no longer be managing our condo community starting 3/1/2025. The vendor working with RowCal, had the decency to inform me that RowCal has dropped the ball and will no longer be following up as of 2/19/2025 due to the future change in management. They refuse to issue authorization for the vendor to start work. I am screwed over by this terrible company.

  

  Business Response

  Date: 02/28/2025

  We are incredibly sorry for how your issue was mishandled and want you to know it certainly is not the RowCal way. The employee who was responsible for the mishandling is no longer with our team. While we understand it does not change your experience, we hope it does alleviate some of your frustrations to know we've corrected misalignment on our end. 
  
  Our Director of Maintenance has reached out several times via phone this week to communicate what has been done and what still needs to happen but has not been able to connect with you. Please be sure to return their call as soon as possible to find out this important information. At this time, caulking has taken place around the appropriate window/door but the full repair cannot be done without ********* approval which is still pending and out of our control. 

  Customer Answer

  Date: 03/14/2025

   I am rejecting this response because:
  The board members have unanimously decided to make a change in management companies.

  The ********* of Directors has been was VERY unhappy with the performance of RowCal since they bought out Compass Management last fall. RowCal's customer service was non-existent. Urgent phone calls and emails about service issues went unanswered. The assigned Property Manager, **** ****** failed to appear at the January and February meetings. And **** also failed to handle most of the Property Management duties that we reasonably expected him to handle including generating meeting agendas, producing monthly newsletters and approving vendor invoices for payment.
  Therefore, the ********* of Directors by unanimous vote terminated the RowCal contract.

   

  
  

• Initial Complaint

  Date:01/14/2025

  Type:Facilities 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 writing to formally express my concerns regarding the lack of response from RowCal, our property management company, concerning urgent maintenance issues at our residence located at ******************************************************************************. Despite multiple attempts to communicate via phone and email regarding the need for rock salt ice melt in the common area surrounding my wifes parking spot, we have yet to receive any acknowledgment or action from RowCal. This negligence has resulted in a hazardous situation, as my wife has already experienced a fall, fortunately without ********* of January 10, 2025, we have not received any response for an entire week, and with the current snowfall, the ice hazard is now concealed, increasing the risk of further accidents. It is concerning that RowCal appears indifferent to the potential liability this situation poses, particularly regarding my wife's safety.Paid approximately $383 for their services...

  

  Business Response

  Date: 01/16/2025

  
  We understand your concerns regarding the icy conditions around your parking area, and are very sorry to hear about your wife's fall. We have been in contact with A-1 Landscaping to verify they have been actively salting and removing snow at the property in accordance with their contract. Per their agreement, shoveling occurs when accumulation reaches two inches, and there is no expectation for them to remove snow between vehicles. 

  Regarding your recent attempts to reach out, our Director of Community Management was temporarily unavailable last week due to an office relocation, and an auto-responder was in place during this time to let residents know there would be a delay. We want to assure you that have been and will continue to keep working with the vendor to ensure the property is treated as needed and as contracted to address these issues correctly.

  We ask the BBB to please close this case as snow was being removed and salted as contracted with the vendor.

  Customer Answer

  Date: 01/16/2025

   I am rejecting this response because:
  On 12/30/2024 Mr. ***** ********* stated he would investigate the matter we sent him and still no reply, after he asked for a video of the tumbler not working and it was sent. First, on 1/3/2025 he stated I spoke to ******* about this yesterday. The rear door is key lock and not broken. The next email on the 1/3/2025 by Mr. ********* stated, The door will be checked by a contractor to make sure it is working properly. Today is 1/16/2025 and still no answer about the door or acknowledgement of receiving the video.
  After a phone discussion on 12/4/2024 with Director ******* ******* when we stated she would get back to us in a few days about questions we asked her and nothing. She did state she had a copy of Ms. ******* ******** CAM ******* Number and would send it to us. On 12/30/2024. Mr. ********* stated in an email There was an issue with the state in filing the managers license, and she should have been in their system having met all of the licensing requirements.  Thank you for brining that to our attention.  It was resolved. We are a multi-cultural firm.   It is not any status of an individual, rather it is their conduct.  We use discretion in responding to what we view as harassment.
  The fact of the matter is Ms. ******* ********, our ********************* Manager (CAM), who did not have a license to be a CAM until 12/18/2024 per ******************************** and Professional Regulation. She has done nothing to response to any issues and she clearly violated the ********************* Manager Licensing and Disciplinary Act Section 92 Unlicensed practice; violation; civil penalty and Ms. ******* told us on 12/4/2024 she was licensed but that was not true.
  To date, neither Director ***** ********* nor Director ******* ******* has responded to our emails or addressed our concerns.

   

  **have email chains**

  
  

• Initial Complaint

  Date:12/09/2024

  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 own a condo unit and Rowcal is the property management company for our association. Our hot water heater has gone out 5 times in the last three weeks. It sometimes is not repaired for 2 days and we are left without hot water. The unit obviously needs replacing and they havent replaced it yet. This is extremely frustrating.We pay monthly dues of $651.

  

  Business Response

  Date: 12/11/2024

  We understand how frustrating it can be to experience repeated issues with the water heater, and we sincerely apologize for the inconvenience this has caused. We also want to clarify that we've been working behind the scenes on a final solution if necessary.
  
  The water heater has been repaired multiple times by our vendor, and each time it was restored to working condition. After the most recent repair, there were no reported issues with the hot water for over a week. During this period, we proactively obtained three proposals for a full replacement, as we wanted to be prepared if the repairs didnt hold up.
  
  Given the significant cost of a full replacement (approximately $18,000), the board and management felt it prudent to initially pursue repairs. However, after the most recent issue with the water heater, the board made the decision to proceed with a full replacement. We are pleased to report a vendor will begin the replacement tomorrow at 7 AM, as soon as they were available to schedule the work.
  
  We appreciate your patience and understanding as we worked to resolve this issue in fiscally responsible manner for your community, and we are committed to ensuring the continued comfort and satisfaction of all residents. With the issue being promptly addressed, we ask that the complaint be closed. 
  

• Initial Complaint

  Date:10/25/2024

  Type:Customer Service 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.

  RowCal took over the HOA management of our association in August 2024, and instructed homeowners to set up accounts in their portal for the payment of the HOA fees. I followed their instructions, set up my account, only to discover that the account balance was wrong. I notified RowCal, provided documentation about pre-payments I had made of the HOA fees, and asked them to correct the balance. They refused, and asked me to keep checking my account for the next 2 months for any updates! They have not acknowledged their accounting mistake, and they keep charging my account with HOA fees that have been already paid. RowCal's accounting is fraudulent. If, following this complaint, they again fail to fix the problem, I will sue them for fraud. There are several homeowners facing the exact same problem, and RowCal has done nothing to address the problem for weeks.

  

  Business Response

  Date: 10/28/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration you've experienced during this transition period. The process of transferring and updating account information over from the previous management company, including ending balances, requires manual input. This process can take up to 60 days to fully reflect the correct amounts in our system.
  
  We understand how concerning this can be, and we are working diligently to ensure that all account balances are accurate. We appreciate your patience as we continue to update accounts and rest assured that any pre-payments you have made will be properly credited. It's also important to note that during the account balance transitioning, no late fees will be charged.
  
  Please feel free to reach out to us directly if you have any further concerns at *******************. We are committed to resolving this matter for you and all affected homeowners as quickly as possible.

  Customer Answer

  Date: 11/05/2024

   I am rejecting this response because:
  
  

  When homeowners created accounts, as instructed by RowCal, on RowCal's site, their account balances were wrong. RowCal never communicated that the account balances could or would be wrong, as they were for many homeowners. RowCal did communicate that they will not be charging late fees for the 60 days of the transition. But imagine that: they had the balances wrong and they were assuring homeowners that they will not charge late fees when their own accounting was wrong, as if this is of any value. Well, they failed even in that promise: RowCal did charge late fees, and then apologized and tried to reverse the erroneously charged late fees that came on top of wrong balances. But there was never a word about the wrong balances.
  

  In their response to BBB, RowCal now claims that the data entry is manual: fine, but to enter the ending account balances for 200 units is a matter of 2-3 hours by a single individual,  and not a 60 day "transition" process. RowCal could have let the homeowners know that the account balances will be wrong, and that they will not reflect the ending account balances of the previous company, but they chose not to do it.

  For 1.5 months I have been trying to get an answer and an acknowledgment of the problem from anyone at RowCal, including their CEO, only to get the same response about the 60-day transition period, without any acknowledgment about their flawed accounting and the balance errors on their portal. I point out that this is not RowCal's first acquisition of another HOA management company: they have been down that road before, they had complaints before, and they learned nothing.
  

  RowCal's response to BBB fails to take responsibility for the problem: it is important to note that as of this writing, RowCal has yet to communicate to homeowners that there is a problem with the account balances and that "they are working to correct it," which is the minimum they could have done.
  

  

  Business Response

  Date: 11/08/2024

  Hi Loukas,
  I was hoping to reach you today to discuss your account and the reason for the delay in our application of your prepaid assessments being reflected on your account.
  
  I have attached two account ledgers for you:
  - First showing the Charge Groups, reflecting the Prepaid balances applied to your account
  - Second showing the Assessments & Payments, with your account balance being *****
   
  During the transition from Pioneer to RowCal, we allow a grace period of 60 days with no late fees while we collect incoming payments and reconcile the account balances from the transfer of accounting. While yes, if upon transition, all the payments had been applied, the upload up data would be an easy a quick process. However, in order to capture association incoming funds and process the association financials appropriately, there is a window in which we must wait to apply all previous balances.
  
  I will be speaking with the team to ensure that going forward this is communicated better and more frequently with homeowners of incoming associations and your feedback is important to our growth and refinement in this process.
  
  I will be back in the office on Monday, November 11th, should you have any questions and need to reach out. You have my contact information here and on the voicemail I left you.
  
  Thank you,
  Ashley ***
  Executive Administrator

  Customer Answer

  Date: 11/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22472163.

  RowCal has finally corrected my account balance, and, as best as it has been reported to me, RowCal has also corrected the account balances of other homeowners. In this sense I accept that RowCal's action resolved the complaint. However, I outright reject RowCal's explanations that continue to put forward the company's flawed accounting practices as a justification for the treatment of the homeowners. RowCal's acquisition of Pioneer (the previous HOA management company) was not their first, and I am certain that they had faced similar complaints before, and yet they repeated the same mistakes.
  

  I had never before filed a complaint with BBB against anyone for any reason: it should never have gotten to this point. And it would never have gotten to this point, had the various RowCal employees who had responded to my original concern knew what they were doing. As far as I am concerned, the facts speak to RowCal's management, accounting, communication, and customer relations problems.

  Thank you