BBB Accredited Business since
Ex-Cell Property Management, LLC
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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 raised the rating for Ex-Cell Property Management, LLC include:
- Length of time business has been operating
- Response to 4 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||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
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
Hours of Operation
|M||:||8:30 AM - 5:00 PM|
|T||:||8:30 AM - 5:00 PM|
|W||:||8:30 AM - 5:00 PM|
|Th||:||8:30 AM - 5:00 PM|
|F||:||8:30 AM - 4:00 PM|
Method(s) of PaymentCash, Checks, Cashiers Checks & Money Orders
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
128 E Locust Ave Ste B
Coeur D Alene, ID 83814 Directions
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Additional Phone Numbers
- (208) 676-0910 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
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: I contracted Excell to manage my home as a rental. The renter had used my home to display a Christmas theme in which thousands of people were invited, I asked Excell to find out about liability and if the roof had been damaged, never responded. Asking again for the roof report was told it was in my file, later discover there was no report. At the end of the lease, asked about the cleaning of the outside of the house due all the glue used in the decorations at Christmas. Also requested all receipts for work and supplies, ie smoke detectors. There was an overage for Waste management which ****** said she would take care of and get it back to me, never happened. I had asked for a nonrefundable dog deposit since I was allowing large dogs. I had a copy of the lease that a renter would be signing. Later it was whited out on the agreement that was sign. Excell would not forwarded any paperwork to me and failed to represent themselves with the tenant. Then Excell went on to threaten me with law suits. Settlement would be $300 for dog deposit, $150 with holding funds, $134.25 Waste manage fees totally $584.25 and written confirmation that Excell will not seek any further action in recovering expenditures, costs and fees it is not entitled to
Desired Settlement: Signed agreement not to seek any further action in recovering expenditures, cost and fees they are not entitled to. And refund amount of $584.25
Business Response: October 14, 2015 BBB Spokane Office *** ** ********* ******* ***** *** ******** ** ********** RE: Complaint ID#******** This is in response to the complaint from *** ***** in regards to her property located at **** ** ******** ***** ****** *****. The tenant that we placed in her property is a Lawyer in the area and is an upstanding citizen. Never was her rent late nor was damaged done to her house that was not considered by the Justice system to be normal ware and tare. In regards to the Christmas theme in which the tenant displayed lights and treats to help raise funds for children’s charities I was not notified until the community got involved. The putting up of lights was discussed between the owner *** ***** and the tenant through emails and conversations prior to Ex-cell Property Management LLC ever even being notified. If the question was ask to Ex-cell instead of the owner we would not have allowed the lights. The tenant did provide proof of liability insurance as requested by the homeowner. I can testify to the fact that a roofer did go up and inspect the roof as requested after the lights were removed she did not like our roofers opinion that no damage was caused to the roof so she sent her own roofer whom determine as well I am assuming that no damage was caused to the roof or we would have been withholding monies from the tenants Security Deposit if it was. She asked about cleaning of the exterior of the house because although the tenant had cleaned it there was some remaining glue that we contacted the tenant and they went back and cleaned off. She did a walk- through of the property with myself and maintenance and told us exactly what the tenant damaged and that was exactly what was repaired as per her request and she was present during most of the repairs. She was then provided with all receipts. I was never provided with the bill for Waste Management with a credit balance. Several month before the tenant moved out she brought up a bill I stated that she could provide me with a copy of it and we could bill it back to the tenant she stated to not worry about it. The owner *** ***** herself had a large dog in the property that was present when I was at the property trying to rent it out and we do not ever charge non-refundable pet deposits at Ex-cell Property Management. Again she got all of her paperwork that pertained to her property. At this point I am not willing to settle as per my management contract I did everything that I was to do and she owes Ex-cell an outstanding balance at this time we are pursuing this with Small Claims Court to justify the facts. Thank You ****** ****** Ex-cell Property Management LLC
Below is my follow-up to Ex-cell Property's response to my complaint.
Ex-cell’s response fails to address a number of issues, and misstates the facts.
When Ex-cell sent an individual to clean my home after the tenant vacated, I called to inform the office that the cleaning service had not properly or adequately cleaned the house. I informed her of what was done and what was not done, and that it was not a satisfactory job. Ex-cell paid for cleaning, after which my family and I had to clean the home again.
The lights that were placed on my home were in the thousands, and the glue that was left on the siding of my home made the exterior look dirty and aged, detracting from the value of the house and causing the siding to weather more quickly. My family and I personally scrubbed and washed the exterior of the house because Ex-cell failed to take care of the issue. Both the interior and the exterior of the home were left unsatisfactory.
When the tenant sued for the return of his deposit Ex-cell failed to exercise a full good faith defense. Its response to the claim for the deposit did not address the itemized costs withheld from the deposit. I did not receive any copies of the documents provided to the court in response to the claim. Ex-cell's defense of the claim was minimal. After the tenant was successful in his claim, mostly due to Ex-cell inadequate defense of the claim, Ex-cell sought indemnification from me. Had Ex-cell defended the claim vigorously defended the claim, the judge would have been aware each cost withheld from the deposit. Instead, Ex-cell breached its fiduciary duty to me by failing to adequately defend the claim.
Ex-cell failed to address the fact that the tenant drilled holes in my flooring to run cable, opened the motor on my refrigerator which voided the warranty, and drilled holes on the outside of my home for the lights. These are all financial costs to me which are not a part of normal wear and tear.
Additionally, Ex-cell as completely failed to address the funds it owes to me, and is charging me for item never delivered. When my home was rented I had overpaid the garbage service. The tenant was explicitly responsible to pay for garbage, and Ex-cell improperly paid the garbage out of my balance, instead of charging the tenant, as was stated in the lease. Ex-cell is alleging $150.00 is owed to it for an ice-box cover that was never purchased. There is no ice box cover in my refrigerator. This charge is either mistaken or fraudulent, and it will not be paid. Lastly, there was a NON-REFUNDABLE pet deposit that Ex-cell erroneously returned to the tenant. That money was never supposed to be refunded to the tenant, and Ex-cell whited out language in the original agreement, creating ambiguity in its favor. The pet deposit was separate from the general deposit because it was non-refundable. When I spoke with Ex-cell about this I was left waiting, and the response I finally received did not answer my question. Ex-cell was dismissive and mostly unresponsive when I voiced concern about the pet deposit.
I fully understand there is normal wear and tear included in renting out one’s home. I believed Ex-cell would manage my home and the tenant as I would. Had I not looked into the size of the Christmas event and informed the tenant that permits and other precautions may be necessary, my home may have been the subject of numerous violations. The event was so large the local police provided a crossing guard, something that neither Ex-cell nor the tenant researched. I could have been liable for any accidents or injuries on my property. Ex-cell failed to work with me and the tenant when managing the property. Ex-cell failed to timely deliver utility bills, resulting in late notices. In failing to deliver bills, Ex-cell created I situation in which I had to work with the tenant to ensure the utilities were paid on time. Ex-cell was receiving a payment every month for the management of my property, and yet, I was still forced to manage the property, otherwise my credit would be damaged due to unpaid utility bills. This is a breach of contract.
Now Ex-cell seeks indemnification because it failed to do what the contract required. Ex-cell was responsible for overseeing the move-out process. It was responsible for adequate cleaning, and for maintaining itemized receipts. It still has not supplied me with itemized receipts, despite my numerous requests. Ex-cell refuses to cooperate, and instead has moved forward wit malicious prosecution despite its unwillingness to communicate and fully disclose its costs when cleaning the house.
I am currently out of state, unable to access any of my paperwork on this matter, and therefore, will not be able to supply any supporting documents until after October 30th.
I wish to resolve this matter without litigation. I requested that Ex-cell refund the monies from the garbage and pet deposit, and that it acknowledge the mistaken charge of $150.00 for a non-existent ice maker cover. Instead, Ex-cell chose to file suit, incurring further legal costs, which it seeks to recover from me. These costs were completely unnecessary, and should not be recoverable because Ex-cell is litigious in nature.
I understand Ex-cell has expressed no interest in settling this matter.
Business Response: I responded to the complaint we have a court date set for January 12, 2016 I do not feel like hashing this over and over is going anywhere. As stated in my response the court needs to make the decision prior to me making anymore comments.
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
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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.
Customer Reviews Summary