Complaints

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

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  Excel Property Management Inc

  1004 Bullard Ct Ste 106 Raleigh, NC 27615-6854

• 

  Excel Property Management Inc

  876 N Main St Wake Forest, NC 27587-2180

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:04/16/2025

  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.

  My father(Im POA) moved out of his apartment managed by excel on Oct 31, 2024. He was sent a bill for remaining charges on Feb 19, 2025. I reached out to the complex on 2/19/25 for clarification and to address the incorrect statement sent(he was charged for rent and other fees for the months following his move out - you know, when he wasnt actually a resident there and had already confirmed move out date and turned in keys by the end of October 31). I reached out again on 3/20 with no response. Last Thursday I opened a collections notice for $243. When I reached out to the main office to address this and sent them the incorrect statement to look at, REMOVEDcalled me back from a blocked number, left no call back info and told me they no longer manage this property and I would have to dispute it with collection company. REMOVEDtold me it has been sent to colllection in November. The apartment was vacated on 10/31/24 and per REMOVEDthe balance was sent to collections in Nov., a month before the statement was created, two months before it was signed off on by REMOVED, and 3 months before a statement of any kind was sent to tell my dad about the charges. There was no notice, no bill, no attempt to reach out to address balance(albeit absolutely incorrect). This apartment serves the elderly/disabled/disenfranchised population of our community. If they are pulling this on my disabled father who has someone checking on him, who else are they sREMOVEDover and then just throwing up their hands. After this phone call and ridiculous statement that this was sent to collections before there was ever a statement made, I emailed and asked to speak to a higher up after the story REMOVEDtold me. She called me back again, told the same story and obviously did not read my email or open either of the attached documents(statement and collection notice) as she basically read it to me and asked me if I needed her to send it to me. No, I dont. I sent it to you.

  Business Response

  Date: 04/25/2025

  The Property Manager at the time for Kings Grant REMOVEDdid receive notice from Mr. REMOVEDof his intention to move from the community by the end of October 2024.  The notice was placed in the residents file but was not entered into the property management software used. 
  
  Between the time when notice was given to the community and the actual move out date, the Property Manager who received the notice was no longer working for the management company. When another Property Manager came to the community to fill in, they were not aware of Mr. REMOVEDnotice to vacate his unit, nor where keys found in the community drop box.
  
  The Property Manager noticed that Mr. REMOVEDhad vacated the apartment in December.  Upon finding the vacant apartment and not knowing about the notice, the final account statement (FAS) was completed with rent charged for November left on the residents ledger.  Additionally, there was a charge for extermination because of fleas throughout the apartment. 
  
  Because notice was given, we would be agreeable to removing the rent charge for the month of November from Mr. REMOVEDFAS.  It is our understanding that changes have been made and sent to the new management agent who has sent a refund check to Mr.REMOVED.  Additionally, we have notified the collection agency of this correction.

• Initial Complaint

  Date:09/14/2023

  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 applied for an apartment at Pembroke Senior Village, which is owned by Excel Management in January 2023. After some time on the waiting list I was informed there was an apartment available and given an appointment to interview on 8/28/23, at said interview I was informed I needed an updated statement from social security, My son in law and I went and got a statement from the local social security office that day and turned it in. I was not contacted since, after following up on my own, I was told on 9/5/23 that my bank statement was needed, I supplied the information requested, finally I was called on 9/11/23 and told more information was needed. After calling back the following day, I was informed that it was required that I apply for Section 8 at the local REMOVED. This is something I was never informed of, and is not mentioned on the application that this is a requirement. After being informed by REMOVEDwho was filling in at Pembroke that she manages other properties that do not require this, I inquired about those properties and if there were openings at either. Based on this conversation with REMOVED, I am now seeking an apartment at a different Excel property, she manages, which is asking that I re-REMOVEDa new application fee. I shouldn't have to do any of this as I have complied with everything REMOVEDasked of me only to be told I can't get it without going through section 8. It's unacceptable. It appears they are implying that I cannot afford the apartment without section 8.

  Business Response

  Date: 09/19/2023

   

  REMOVEDSenior Village located in REMOVEDwas developed and is owned by an entity, Pembroke Senior Village, LLC.   Excel Property Management, REMOVEDEPM) has no ownership in this entity.  EPM is the Management Agent for the property.  This was developed thru the REMOVEDTax Credit program to provide housing for those who qualify in that program.  In addition, the REMOVEDprovides vouchers for each apartment to provide additional help to allow the residents to have affordable rents.  Each applicant must complete a tax credit application and also go to the housing authority to complete the application for the subsidsy  thru the REMOVED.

   

  Based on documentation from the property file, REMOVEDwas told by the manager she would need to complete the application with REMOVED.  The managers was out sick when REMOVEDdaughter called the office.  The Asset Manager and a manager from another property were at the property when the call came in from  the daughter.  The daughter was told the mother, REMOVED,  would need to go to REMOVEDto complete the additional application.  She asked if there was another property we managed her mother could apply to that did not required the REMOVEDapplication.  She was told yes and referred her to REMOVEDHouse in REMOVED.

  The daughter was told REMOVEDwould need to complete an application at REMOVEDHouse and pay an application fee.  These are two properties with totally different ownerships--again,  Excel Property Management has no ownership in these properties.  If there are additional questions, we will be happy to respond.  I hope this provides an adequate response to the complaint.

  REMOVED

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20600071
  
  I am rejecting this response because:

  Whether or not Excel Management owns the property, they do manage it, thus they approve rentals, which is what I need. In her response, the representative admitted that I was not told about the REMOVEDrequirement until 2 weeks after my initial meeting with REMOVEDat Pembroke Senior Village. That alone is a sign of bad business practice on the part of the manager at Pembroke Senior Village.

  Furthermore, upon the scheduled date to meet with REMOVEDat REMOVEDHouse, she was not available. A maintenance worker told me she had an emergency with her husband. I had called her twice leading up to the date and left messages which she did not respond to, thus I wasted a trip to REMOVEDto meet with a manager who was not there and there was no one else who could assist, so now I run into bad business practices at REMOVEDHouse as well.
  
  Someone needs to be held responsible for this unprofessional behavior on the part of both property managers. I am a senior citizen. I have worked hard and am now retired. In my search for an apartment closer to my family, I have been sleeping on my daughter's futon since January. To come so close to actually getting an apartment of my own which I am seeking only to constantly run into stumbling blocks due to shoddy management business practices is unacceptable.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 09/24/2023

   

  Excel Property Management is agent for a number of apartment communities, each with a different ownership entity.  We can not co-mingle funds paid to one entity with other entities nor can we share applications among the apartment communities we manage.  We have suggested to REMOVEDand her daughter that she can check with REMOVEDHousing Search.com for additional affordable housing communities in REMOVEDif she would like to make application elsewhere. Both properties we had available for her to consider are Low Income Housing Tax Credit Affordable Housing communities which have IRS regulations  and other housing requirements we must follow in the application and management of the properties.

  We are sorry our Manager could not be at the appointment time established at REMOVED.  Unfortunately, the Manager had a family medical emergency  with a family member who was rushed to hospital just shortly before the appointment as REMOVEDnoted in her rejection response.  This information was provided to her by the maintenance personnel.  Our Asset Manager, supervisor of REMOVEDwill be at  REMOVEDHouse in REMOVED  on September 26th and will be happy to show REMOVEDthe unit at REMOVEDHouse and if she would like to make application at that property.  Mrs. REMOVEDwill be required to complete an application and pay the application fee to allow us to process her application.  Again we can not share money paid at one property where she declined to complete necessary paperwork to be considered.

  Our Asset Manager with whom she can meet on the 26th of September, was in the office on the telephone call when REMOVEDwas told she would have to make application with the REMOVEDHousing Authority.  We are sorry this applicant did not understand the requirements for the affordable housing community.  Excel  must follow the rules and are required to enforce them for all applicants and residents who make application or who live in the Tax Credit Low Income Housing property she was making application for at the time in REMOVED, REMOVED.

  We apologize our manager had a medical emergency in her family and could not meet previously with her in REMOVED.

  REMOVED

   

   

   

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service 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.

  The property in REMOVED, REMOVED( 801 Main Senior Apts. ) are undergoing some billing issues. As you can see in the previous emails I attached. My mother had a credit on file from December and now being charge $8.55 from God knows when. REMOVEDwrote on Nov 1st she had a credit of $32.00 for Dec rent and moving forward her rent will be $111.00 . As you can see, her rent was paid in the amount of $111.00 in month of January. Its a ton of mistakes being made at this facility and not enough of accountability is being taken. We went from us (my mother) being told she was missing rent in fact REMOVEDmy mother money for three months on someone else account. I drove from REMOVEDto REMOVEDto give REMOVEDa copy of her money orders and follow up with an email as well. That was settled now a few months later she put another notice on my moms door about owing $8.55. As this point, Im not sure what is going on and Im concerned with REMOVEDand REMOVEDaccounting ability.

  Business Response

  Date: 01/13/2023

  In July 2022, the property management software used at 801 Main was converted to a new software.  Unfortunately during the conversion time, not all information converted as we would have like but have worked to make  corrections for all residents.  REMOVEDbalance at July 31 was a negative $41, her rent was 111 monthly.  She however paid 108 routinely until December when she paid REMOVEDleaving a remaining balance of $3.00 which caused the software to charge her a REMOVEDlate fee in December and again in January, 2023.  Our Asset Manager has reviewed the ledger carefully and removed the late fees.  We have also asked that she bring her outstanding balance of $3.00 current by 1/31 to prevent a late fee from being charged and have reminded her to pay the current rent amount of $111 monthly after the $3 is cleared up.

   

  We have apologized for the issues and concerns while conversion activities were underway and software training was also being provided to the property manager at this site.  The manager experience a tragic family loss while in  training and  had to leave.  She has now been fully trained  in the new software requirements.

   

  We hope this fully explains to the BBB the circumstances and response to this concern.  An email has also been submitted to the REMOVED, daughter of the resident.