‘I couldn’t believe it’: How the City of Richmond caused a $34,000 property assessment mistake

RICHMOND, Va. (WRIC) — The City of Richmond has corrected the 2023 property tax assessment for a former city resident after 8News asked what happened.

Arthur Nowell told 8News he has experienced little to no maintenance or billing issues since owning his 2006 Honda and 2003 Buick.

“Let me tell you something. Let me lay this on you. I must have been doing something right. I've got a credit score for over 800," Nowell said.

So, Nowell was left in complete shock during the summer of last year when he received his 2023 personal property taxes from the City of Richmond stating his Buick was assessed for $34,900. Almost $30,000 more than what the city says his newer Honda was worth.

“I couldn't believe it. It really upset me," Nowell said.

Nowell said he immediately tried to get the issue resolved by reaching out to the city, but he never heard back. Instead of receiving a resolution, he received a delinquent notice from the city telling him that he owed $1,660.98 for not paying the bill he was trying to get reassessed.

“Why is this happening to me. What's going on? Why can't people do their job? Somebody is not doing their job. It is simple somebody is not doing their job," Nowell said.

After months of trying to get the issue resolved, Nowell reached out to 8News for help. Just two hours after contacting the city, Nowell received an email from the city apologizing for the inconvenience along with a new assessment for his 2003 Buick stating it was actually worth $100.

“It’s ludicrous and they need to be investigated. They really do because you don’t do people that way," Nowell said.

Jamie Atkinson, Director of Revenue Administration sent 8News the following statement:

"Thank you for bringing this to our attention. My team is deeply invested in providing excellent customer service, and I regret that this did not happen with Mr. Nowell's request for reassessment. We have now reviewed his account, followed up with him directly, and resolved his concerns, Older vehicle values not available from the National Automobile Dealers Association (NADA) pricing guide, like Mr. Nowell’s, are taken directly from the Virginia Department of Motor Vehicles (DMV) records of the purchase price and depreciated by the appropriate decrement. Mr. Nowell’s issue originated with the vehicle value the City’s Department of Finance pulled down from the DMV database and the calculation of the decremented assessed value. Again, we failed to provide Mr. Nowell with the customer service he deserved while seeking a reassessment of his vehicle."

“If I had not have gotten in contact with you, my God, how long would I still be waiting?” Nowell said.

Nowell went on to say, “I may have been dead before they got the bill straightened out.”

According to the city, residents can appeal their assessments for high mileage or older vehicles based on the condition. That application process can be completed using forms found on the city's website. Residents who may have questions are asked to create a ticket to contact the Department of Finance.

Those who are unsatisfied with the level of service or response received can reach out to the Director of Revenue Administration and the Senior Director of Finance.