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Management of Residential and Multi Family Housing
Management of Homeowners Associations
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A BBB Accredited Business since
BBB has determined that Ex-Cell Property Management, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Ex-Cell Property Management, LLC include:
- 5 complaint(s) filed against business
Factors that raised the rating for Ex-Cell Property Management, LLC include:
- Length of time business has been operating
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Deanna Hughes, Owner
Method(s) of PaymentCash, Checks, Cashiers Checks & Money Orders
1914 N 4th St
Coeur D Alene, ID 83814 (208) 676-0900 Directions
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Additional Phone Numbers
- (208) 676-0910 (Fax)
Complaint Trends - Last 3 Years
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BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: Hello, I am writing because the Property Management company aforementioned broke the lease agreement with us when the owner of the home sold to a private party. The rental agency then handed the lease over to the new owner of the home before our lease had expired, and without our consent, who proceeded to withold the deposits in full that would have been owed to us. This man who bought the property charged us OUTRAGEOUS repairs to the property beyond the scope of what we are responsible to the tune of $2,595! I called the property management company, and ******, the employee told me there was nothing she could do and that I was "screwed." This has been a complete swindle. My wife and two children were forced to move from this home which we had not even lived in for a year, find a new home, with the hassle of moving again, worked incredibly hard to clean the place spotless, and the new owner saw it fit to use our deposit as his personal purse to remodel the place on our dime! It is a true outrage, and we have been blindsided by this inhuman cold heartedness and lack of compassion. Our contract was with the rental agency, not the new onwer!
Desired Settlement: I am very much hoping to be refunded our original depost. We had to take out a loan to put down a deposit on our new place, and this has left my family broke! I can't afford a lawyer, I feel like I have no options, I'm so frustrated! The deposit total was $1,325.
Business Response: September 4, 2014 BBB Spokane Office *** ** ********* ******, ***** *** ******** ** ********** RE: Complaint ID#******** Dear ********* **** This response is to the complaint from ******* ***** and the return of his Security Deposit for the property he leased at **** * *** ******* ***** ** ***** *****. Ex-cell Property Management did not break the lease agreement with the tenant we manage properties for individual owners and circumstances can change weather that be an owner changes management companies, take the property back to manage for themselves or they choose to sell the property. Even when these incidents take place the terms of the contract the tenant signed with Ex-cell Property Management remain the same and have to be honored. We advise the tenant that the contract had to be honored and they choose to move out a month early they made an agreement with the new owner of the property to vacate and he would not hold them liable for the term of the lease. They were not forced to move out prior to the end of the contract. This situation is out of my hands during the sale of the property I was instructed by the owner with whom I had a Management Agreement with to transfer all deposits during closing to the new owner. His statement is not true as far as being told he was “screwed” by my employee. His wife ******** ***** came into my office and I took the time out of my day to discuss the situation with her and that I would make a few phone calls and took a copy of the Move Out Accounting provided to her by the new owner of the property I told her that I would see what I could do to remedy this situation. I explained to her that I did not hold her deposits that the new owner had it but I would be willing to go to court if required with them to contest for the condition of the property when they moved in. He was yelling at his wife on the phone during this conversation and she told him if he did not quite yelling she was going to hang up the phone. Minutes after his wife walked out the door he called yelling at my employee on the phone refusing to listen to any reasoning at all. I was in the room and heard the entire conversation. In closing I did call a few people to see if we could come to some kind of mutual agreement with the new owner and the tenant. I voiced to ******** ***** that I did not agree with all of the charges against her Security Deposit and would see what I could do, I did showed compassion. I cannot control how the new owner handled this situation and I do apologize for that but I did not turn my back on them and was more than willing to work with them and this situation to come to some kind of resolve. In follow up with the calls I made I understand that they have filed suit against the new owner of the property and I would be more than willing to help them settle this matter. Thank You ****** ****** Ex-cell Property Management LLC
Problems with Product/Service
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Complaint: We entered into a Rental Contract with ****** ****** with Ex-Cell Property Management in CDA, ID August 28, 2012.Our lease expired August 31, 2013. I tried reaching ****** via phone many times the week before our lease ended to schedule a walk-through. I never received any calls back. At the end of the week I was told she was out of town for the holiday weekend. Still no calls. On Tuesday September 3rd. I tried calling again to schedule a walk-through. On September 4th I tried many times to reach ******. Each time I call, the people in the office state that she is out, or in a meeting. I leave a message for her to return my call and she never has.In the afternoon of September 4th I reached Tracy who stated that she did the walk through the previous night around 8pm. I asked her why she did I without me because I have been trying for a week to schedule a time. Tracy informed me that they do not allow tenants at a walk-through. I am aware that the Idaho AG does not look highly among property management companies who conduct business this way. I have a very large deposit with this company and I worked my tail off cleaning it. My husband and I have both been home owners for the past 15-20 years so we understand what it takes to take care of a home and land.According to the pictures that I was sent, I missed a ceiling fan, dining room light, and a light switch. However, these small things could have been corrected if I was allowed at a walk through. They will not tell me what they are charging me for, only that maintenance has been sent out. They have not sent me a detailed list of charges/issues. ****** will not return any of my calls. I have been trying to be a part of this process and they a knowingly and willingly have purposely excluded me. That to me is not acceptable.I have also contacted to Idaho AG office and I will be filling a complaint with them as well.I will do whatever it takes to make sure that companies like this don't take advantage of me or others.
Desired Settlement: I would like a full refund of my Security and Pet Deposit. In total it is $1795. I have willing been available to fix or clean anything that I may have missed. I have been lied to by this company about the process of moving out and the owners moving in. I have been left in the dark without even a phone call or letter to let me know what is going on.
To: ****** ******** ******
****** ******** ******:
Ex-Cell Property Management 17 November 2013
Ex-Cell Property Management 12 December 2013
BBB Spokane Branch 29 December 2013
Read Complaint Details
Complaint: To whom it may concern,My name is ***** *********, I rent a home with two other guys in the Coeur d' Alene area from Ex-Cell Property management. We all pay 175.00 cash every month to Ex-Cell to equal the total rent amount of 525.00Our rent is due at the beginning of each month and in the month of july my rent ($175.00) paid in cash came up missing. I went in on the 3rd of July to pay my rent and the office was closed, However ***** (The Ex-Cell Property Management owners) car was parked there and the back door of the office open. I poked my head in the door and yelled to see if I could grab anyones attention so I could get my rent paid on time. After two or three attempts I gave up and went to the pest control bussiness located behind Ex-Cell and asked the front counter lady to borrow an envolope and a pen so that I could just put my rent in the drop box. I did exactly that, placed my $175.00 in the envolope, sealed it, wrote my adress, amout paid and name on the envolope, then dropped it in the secered drop box. The drop box in which drops the mail into the inside of the building. I thought all was good and a month went buy until I got a call from EX-Cell, they claimed they had never received my rent for the month of July. After discussing the situation with ***** on the phone she said that she would get it taken care of it and I confermed with her that I would not be getting charged for the missing payment, as for it was on their end, and she agreed. Today, September 10th, I go check my mail and find a bill from Ex-Cell for the $175.00 (missed payment 7/2013). I took that bill and went down to Ex-Cell to discuss again with them the bill that I thought had been taken care of. The ladies in the office proceded to tell me that it was not there problem and call me stupid. I asked them multiple times to please give me a chance to speak and stop calling me stupid, and of course the front desk lady just continued to call me stupid for putting my money through the drop box as for it is not un common for someone to reach through the drop box and steal the envolopes inside. I however believe that it is not likley that the envolope containing my rent money could have been snatched up from someone on the outside for two reasons. One, I tossed my rent money envolope through the door drop box, and two it would be near impossible to fit your arm through the drop box slit in the door. BBB, this only leaves one option My rent money had to of been either stolen or miss placed by one of the Employees at Ex-Cell property management. I believe that as a young kid new to life opn my own I did make a mistake by putting trust in Ex-Cell that they would be honest and be sure that the money I gave them went torwds paying my rent. However after this situation, and being treated the way I was, I no longer feel safe in my lease nor feel comfortable in my home that I rent from them. After reading through reviews I found on the internet about Ex-Cell property management I found that I am not the only person that has fallen into dispute regaurding so called missing money.
Desired Settlement: I would like Ex-Cell property Managment take responsibility for the mis-handeling of my rental payment of $175.00.
To whom it may concern:
Better Business Bureau:
for the sake of the situation i would hope that it is truley over and done with and we can continue on doing bussiness together for the remainder of my lease time.
|2/27/2013||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
We hired Ex-cell Property Management on 8-25-11. They were to be property managers for a house we own at *** ********** *****, Post Falls, ID. We had a contract with them and they were to be paid a fee of $63 per month.
Our Renters wanted to move a month or two before their 1 year contract was up, due to employment in another town and the long drive it would entail. They notified Ex-cell.
Shortly after that, we terminated Ex-cell’s services - two months early, due to their failure to take care of an issue with a damaged garage door, lack of communication regarding inspections they were to do on the property and their difficulty remembering the HOA’s in the neighborhood our house is in. (They posted a sign there even after being told and warned that the HOA’s forbid that.)
We told Ex-cell we would pay them $63.00 for September - as a goodwill gesture - even though we terminated in August. They made over $672.00 in fees from Oct. 2011 to August 2012. That is more than the $500 stated in the paragraph of the contract talking about early termination.
We then hired *** Property Management, located in Post Falls, ID,
When ********* ******, the representative from *** went to Ex-cell, on 8-31-12, to get the money that our Renters had put down as a deposit, (Our Renters had put a deposit of $75.00 for utilities and $1050.00 cleaning and damage deposit. Ex-cell was holding that money.) ****** ****** gave her a check for $ 937.00. Ex-cell had not only deducted the $63.00 for the month of September, but also deducted another $125.00. When questioned about why they kept $125.00 extra, they said that it was for “advertising” and that ***** and Lois had agreed to that.
Well, we certainly had not agreed to that. Ex-cell, in all of their ads - their website, their flyers, etc. - say “free advertising.” We never saw an ad for our individual house in a paper. We only saw their “Ex-cell” ad with their website address listed.
In the contract Ex-cell had with the Renters, it says the Deposit money be
used for damages and cleaning* They did not have authority to withhold $125,00 out of the Deposit.
Neither we nor our Renters had an agreement with Ex-cell to pay for advertising, sublease advertising or showing the property.
When ***** told Ex-cell that they promised free advertising, they changed the story and said that they had a contract with our Renters to charge for advertising. We asked our Renters and they had no such contract with Ex-cell. ***** talked to Ex-cell again, and this time they said “well, it cost money for someone to go over there and show the house.” They had taken one prospective renter over there to show them the house, and they were being paid $63.00 every month, including the month they showed the house
one time and another $63.00 for Sept., when they were no longer even our property managers.
They ignored several calls made by *****, asking for the return of the $125.00.
They ignored a request from our new property manager that they return the $125.00. They ignored a letter we sent to them on 9-21-2012.
Desired Settlement: see Attached document
October 19, 2012 *
The Better Business Bureau 152 S. Jefferson Street, Suite 200 Spokane, WA 99201-4352
Attention: **** ********, Resolution Moderator
RE: Complaint ID: 9257454 (7695297)
I started managing the property located at *** ********** *****, Post Falls, ID on August 8,2011 for ***** and **** *********** and the contract was for one year commencing on October 12,201L
I placed a tenant in the rental property on October 12,2011 for a one year term which expired on October 31, 2012. The tenant advised me in early August that they were wanting out of the cunent Lease Agreement and to put the property on the market and they could have it available for a new tenant. The tenant also understood that if the property did not re-lease that they were responsible for the rent until the end of the lease*
I have enclosed a copy of the tenants lease agreement which clearly states in section 2-2 COMMENCEMENT OF THE TERMS AND NOTICE OF TERMINATION, that I have every right to charge the tenant for cost incurred for re-leasing the property if they do not fulfill the term. This section is initialed by the tenant indicating that they fully understand the terms and conditions of the clause.
In explanation to his complaint about my management services I am shocked. I placed excellent tenants in his home that paid the rent on time every month and took immaculate care of his property. The owner’s monthly payment was paid to him early every month as requested and they were never late. I charged him a management fee 2% less then my current rate. We did inspections on the property and responded promptly to his complaint about the garage door in February 2012. He stated that the tenant damaged the lower panel on the garage door but it was not visible damage unless the sun was hitting the door just right and you could see small creases. We sent out our maintenance to inspect the damage and they could not find anything wrong so I myself went out and looked at the door it was very hard to see. I also sent out a garage door specialist who insured me that it was not affecting the operation of the garage door nor causing any further damage. He further advised that he has seen doors come from the factory with similar defects. When we addressed the tenant with the owners concern about the garage door they stated they did not damage it and were not willing to pay to replace the panel. I explained this to the owner and also stated I could have it repaired at his expense limtil the tenant vacated and withhold it from the Security Deposit but they may disagree with the charge and take court action.
Mr; *********** came into my office on August 28,2012 with a termination notice wanting all files forward to a new management company immediately. A few weeks prior to his termination notice my staff and I had spoken to him about re-leasing the property so I was not expecting the notice to terminate. He agreed in his written notice to pay me September 2012 management fee of $63.00 and I forwarded all his files promptly to his new management company.
I want to state that when ********* ****** from *** Property Management came into my office to pick up the check she did not question anything. I received an email from her later asking why the $125.00 was with held and I told her it was expenses incurred to re-lease the property due to the tenants wanting out of the lease early. She asked if they had already moved out or what date they were vacating and I told her she would need to contact the tenant or the owner to find out this information. I have written documentation of this.
1 did not ignore Mr. *********** or ********* from *** Property Management I responded in great detail through phone conversations and emails when no resolve was possible I asked for further correspondence to be in writing, I received a letter on September 21, 2012 asking for my lawyers information which I did not respond to I am not providing Mr. *********** with my lawyers information for him to contact him over $125.00 when my lawyer is $225.00 per hour over monies that are not even his to dispute.
In closing I do not feel that this complaint is warranted at all I clearly have contracts that allow me to charge the tenant reasonable expenses to re-rent the premises when they break a Lease Agreement. Furth more this dispute if any should be between Ex-cell Property Management and the tenant not Mr. *********** this is not his money it clearly is the tenants*
Ex-cell Property Management LLC
**** ******** - Resolution Moderator 152 S. Jefferson Street; Suite 200 Spokane, WA 99201-4352
Re: Complaint ID: 9257454 Dear **** ********:
Enclosed is a copy of the letter that ****** ****** sent to you in response to my complaint - with the things she said that aren’t true highlighted.
The whole issue here is that she withheld $125.00 from our renter’s deposit, and it clearly states in the contract that:
3. A) SECURITY AND DAMAGE DEPOSITS. At the time of the signing of this lease rental agreement, the tenant herein named deposit with the landlord the sum of $1050.00 (ONE THOUSAND FIFTY DOLLARS) as a deposit for any cleaning of the premises the tenant has not completed when he/she vacates and/ or any damages incurred beyond the normal and reasonable wear. The damage and cleaning deposit may be retained in full by the landlord. The return of this deposit, or any portion of it, shall be conditioned on the performance of all tenant’s duties. Thus, within thirty days after termination of the tenancy and return of the property keys to the landlord, the landlord will return any sum due the tenant from the deposit for damages and cleaning, together with a statement explaining the basis for any deposit retained by the landlord. (DEPOSITS MAY NEVER BE USED IN LIEU OF PAYING RENT). Furthermore, the tenant understands and agrees that late charges and utility bills owing, unless paid by the tenant, may be deducted from the deposit for damage and cleaning at the time of tenant(s) subtraction of damage and cleaning cost. Tenants understand that they must have all of the carpets cleaned by a licensed - truck mount extraction carpet cleaning company. Tenant(s) accepts this security and damage deposit paragraph by placing his/her initials hereon.
Withholding $125.00 from the deposit - for the reason she gave in writing to you - is not one of the reasons listed in the contract under the SECURITY AND DAMAGE DEPOSITS clause - and I did not give her permission to withhold that amount. She should have sent a separate bill to the renter’s for that amount along with a statement explaining what she was charging them for.
Now that I have in writing an explanation that she has settled on, I will pass this along to our former renters, so that they may pursue this if they so choose, as they will ultimately be the ones who do not receive that $125.00 back with their deposit.