Complaints

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

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  Progress Residential Property Manager LLC

  7500 N Dobson Rd Ste 300 Scottsdale, AZ 85256-2727

  
• 

  Progress Residential

  2525 Perimeter Place Dr Ste 133 Nashville, TN 37214-3674

• 

  Progress Residential Property Manager, LLC

  750 S North Lake Blvd STE 1000 Altamonte Springs, FL 32701-6745

  
• 

  Progress Residential Property Manager, LLC

  605 Poole Dr Garner, NC 27529-5203

  
• 

  Progress Residential Property Manager, LLC

  1 Perimeter Park S Ste 320 Cahaba Heights, AL 35243-2327

  

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:08/23/2023

  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.

  Recently moved out of a progress residential house like many others and experienced problems. We were initially charged outrageous fees for normal wear and tear of which most were found to be inappropriate and removed. We provided professional carpet and house cleaning receipts but were still charged $450 because we did not sweep under the stove. We are asking for this ridiculous charge to be removed.

  

  Business Response

  Date: 08/23/2023

  Dear ******-

  Thank you for sharing your experience. The *************************** emailed you on 8/23/23 stating the below:
  
  "As a courtesy to you, I will remove the fee. We have offered to remove the following charges:
  
  Damages-Window Screens Match Existing as Close as Possible - Per Window $60.00
  Damages-Flooring -$1,552.00
  Damages-Interior Paint - Touch up - Choose Appropriate Level(one selection per job) Interior Paint (Level 3) - Read Description/Refer to Pictures - used for miscellaneous paint items (please ******************* as needed) - $750 For the Project - $250.00
  Interior Cleaning-Screen Enclosure Re-screen Patio Enclosure - per section - $300.00
  Insufficient - $450.00
  Please confirm these terms and a formal Resolution agreement will be emailed to you in a separate email via DocuSign. The fees will not be waived until the Resolution agreement is signed. Please verify your forwarding address.
  
  If you still need our help or have any more questions, please call us at 833.PRG.RESS
  Sincerely,
  
  
  *******************
  Progress Residential
  

  
  

  Customer Answer

  Date: 08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/22/2023

  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.

  HVAC System went out. Despite my previous attempts to resolve this matter informally the problem still existed. Over the past days the unit failed to provide adequate cooling, resulting in an uncomfortable living environment. Additionally, the system produces absolutely nothing, causing further discomfort and inconvenience. To provide you with a comprehensive overview of the situation, I have gone through a plethora of forms of communication and maintenance requests I submitted regarding the air conditioning issues. I have a newborn, and 2 children with ************ issues. I am also 6 months pregnant. Today, a representative assured me that a technician would come out TODAY between the hours of 1:00 and 5:00. They also asked us if we would ***** the technician access to our house if we had a key code. We told them yes and gave them our key code. As we entered our home today at 6:00p.m. central time, NO ONE HAD CAME TO OUR HOME. So now, there is some random person with our personal key code to our home. This is indeed a breach of security. We decided to contact the authorities. For the last few nights, we have had to stay in a hotel, and we would like to be compensated for that or at least waive a portion of our rent for the inconvenience.Considering the severity of the situation, I spoke with a HVAC company to assess our unit and I was told that the blower stopped working causing the coils to freeze. They also communicated that the unit in our home was 30 years old and that it was in fact, older than our home itself. I want to emphasize the importance of having a functional air conditioning system, particularly during extreme weather conditions, to ensure a habitable living space as required by state law.It is my understanding that landlords have a legal responsibility to maintain the premises and address any issues that affect the habitability and comfort of the property. I have attached a picture of the temperature as well.

  

  Business Response

  Date: 08/28/2023

  Dear ********-

  Thank you for sharing and I am sorry to hear about your **** concern. On 8/24/23 *******, the Assistant Portfolio Operations Director called you to discuss. The **** will have to be serviced and they have scheduled a hotel, currently through Friday night to ensure the issue is rectified. The service has been scheduled with a vendor to visit the home and correct the concern.
  
  Please feel free to contact ******* at the contact information he provided you if you have any questions or concerns in the meantime.
  
  Sincerely,
  
  *******************
  Progress Residential

• Initial Complaint

  Date:08/22/2023

  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 havent been able to use my shower in over a month due to their lack of service. I pay $2400/month in rent and they refuse to resolve the issue. There is mold and so much water damage inside the wall, the drywall is basically dust and the studs are literally rotting out of the wall. See photos of the tile falling off the wall over the last 25 days. On top of that my AC didnt work when I moved in and it took them 3 weeks to resolve which resulted in an astronomical power bill and the driveway is falling apart due to the miss-placement of a downspout.

  

  Business Response

  Date: 08/28/2023

  *********,
  
   Thank you for submitting your complaint to Progress regarding the shower, power bill,and driveway. Please see below related to these concerns:
  
  - The shower wall was rebuilt on 8/25/23 under job order J004606818 and the tech has provided photos of the before and after for reference.
  
  - In order for us to do an investigation into your concerns with the electricity bill, we would need you to have lived in the home for a longer period of time in which to get us at least 6 months of bills to provide to our team to analyze. It has been suggested that you call Conservice. (If not Conservice, then I believe it is FPL who provides the electric services) to see if you can get the previous month's billing prior to you living in the home.
  
  - The driveway concern will be addressed in work order number J004722482, assigned to a third-party vendor.
  
  We appreciate the opportunity to address these property issues and apologize again for the delay in response. Progress values customer feedback and hopes to provide better service in the future. If you still need our help or have any more questions, please give us a call at 833.PRG.RESS.
  
  Sincerely,
  
  ***********************
  Progress Residential

  Customer Answer

  Date: 08/28/2023

  for the power bill, you have all the documents for the precious 6 months I was there as you have rented this hose for years. 
  

  I was also told there would be compensation for not having a shower for a month, what do you plan to do with this?

  

  Business Response

  Date: 09/07/2023

  *********,
  
  We are in communication with the Market regarding your request for compensation for one month without the use of the shower. The request is being escalated internally for review and consideration.
  

  Kindly note that in order to determine if reimbursement is appropriate for the electric bills, we need to review at least 6 months to establish a baseline. Because Progress does not have access to this information, we request either you send ** additional ******** or contact Conservice (or FPL in this case) to provide previous ******** for a total of 6 months.
  

  If you still need our help or have any more questions, please give us a call at 833.PRG.RESS.
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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 am contacting you regards to a situation I have with my rental agency. August 1st, my rent was $1865.54 which is the typical amount and auto drafted from my account monthly. I received notification on March 26, 2023 regarding the weed violation. I contacted ********************* right away to schedule weed treatment. On May 25, 2023, I forward notification that the treatment was completed and provided proof it was completed. On June 5, I received another weed control verification notice (not sure why). I have copies of all correspondence. Ive complied as requested and Progress (rental agency) charged me for the weed issue, which was corrected and the grass growing over the mulch within the time allowed. As a result of the extra fees, my bank account was overdrawn. I would like the late fee and the letter fee removed. In my bank accounts was enough to cover for my rent. I assume all was well since I provided proof the violations has been corrected. Thank you ************* I have supporting correspondence regarding this issue.

  

  Business Response

  Date: 08/28/2023

  Hello Fawn, 
  

  Thank you for sharing your experience with us and allowing us the opportunity to address and resolve these concerns with you. 

  Case ******** has been opened to investigate this for you and assist you regarding your concern. As per our records, *****, one of our Assistant Portfolio Operations Directors was in contact with you on 8/24/23 to assist you with this. We will be offering a credit for the late fee in August in the amount of $125.00 and ***** will be working with you to offer a concession credit for the inconveniences the *** has caused you as well. 

  We apologize again for any and all inconveniences and thank you for allowing us the time and patience to resolve this for you. 
  

  Best regards, 
  ******, Advocacy Team
  Progress Residential 

  Customer Answer

  Date: 08/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:08/21/2023

  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.

  I am a current residential who pays my rent on time, abide by the lease, and follow the *** rules. Unfortunately, Progress Residential has not been successful in doing the same. I am being asked to live in extreme temperatures for 4 or more days without an air conditioner. As a legal professional who works from home, I know this is not acceptable nor is it possible. At my age and with my health conditions, I do not feel I will survive this heat. Additionally, my son is asked to protect the community as a police officer and come home after a stressful 12 plus hour shift and suffer in heat and not be able to rest. To hear my son say, ***, I may just have to go to work early just to have the benefit of my ** in my police cruiser breaks my heart. I am so hot right now that I am having to log-off from work several times to run the ** in my car and take multiple cold showers to keep my temperature regulated. This is extremely heartbreaking to right. I hope we do not face a heat stroke during this. Please, contact us for assistance. We need someone that cares about their tenants to follow up because we may not survive this extreme heat conditions. It's nose bleeds, asthma attacks for my son and myself, it's breathing issues, headaches, severe thirst, dizziness and so much more being faced, all contributed to the heat index in our home over over 90 degrees.

  

  Business Response

  Date: 09/06/2023

  Hello Corinthain,
  
  Thank you for sharing your experience with us and allowing us the opportunity to assist you with this concern.
  
  We have opened case ******** to investigate this for you, I have reached out to your local market and was to assist with this matter as well. Work order J004689486 was opened to make repairs on your HVAC system, this was opened on 8/18 and we had vendors come out to repair the unit on 8/21. ******, the Assistant Portfolio Operations Director reached out to you on 9/6 to address your credit for the inconvenience, we have agreed to credit you $667.33 for this.
  

  If you happen to have any other questions and/or concerns, please reach out to us at ************
  

  Thank you,
  ******, Advocacy Team 

  Customer Answer

  Date: 09/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:08/18/2023

  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.

  We were attempting to rent a small home from Rent Progress at ***************************************************************** When we went to the house to walk through and inspect it we found one bedroom completely unliveable and unsafe to inhabit. It had standing water under the entire vinyl floor and black mold growing along floorboards and up the wall. We did NOT move into the property. We have been trying since June 2023 to get our deposit and rent returned. Rent Progress has ignored our requests.

  

  Business Response

  Date: 08/22/2023

  Hello *****,
  

  Thank you for sharing your experience with us and allowing us to assist you with your concerns, we apologize for any inconvenience this may have caused you.
  Case ******** has been opened to investigate these concerns for you, upon review we will be refunding all move-in funds and no early termination fees to be charged. The market is working on this, and we will keep you updated through email during the process to make sure this is resolved. I am aware that ******, one of our Account *********************** is working with you right now to make sure this concern is resolved as well. 
  

  If you happen to have any other questions and/or concerns, please reach out to us at ************ to further assist you or to provide you an update on your case.
  

  Thank you,
  ******, Advocacy Team
  Progress Residential 

• Initial Complaint

  Date:08/17/2023

  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.

  On Wednesday, August 9, 2023, my AC unit stopped working (totally off). Progress Residential (PR) finally sent a man out at 6 pm on Friday, August 11, 2023 to confirm it was not working at all (totally off). PR sent the work order out to a third party AC repair company, who came to assess the issue on Tuesday, August 15, 2023. They submitted the cost to repair to PR, but PR still has not approved. As of today, it is still totally off and has not been repaired. I have been calling both PR and the third party company multiple times every day. No one will address the issue. They say they will "send another email". I had back surgery on Friday, August 4, 2023 so my mobility is limited and I am miserable with this heat and humidity. I have alerted them to my condition and requested multiple times from all parties for emergency service to resolve.

  

  Business Response

  Date: 08/22/2023

  Hello ******,

  Thank you for sharing your experience with us and allowing us to assist you with your concerns, we apologize for any inconvenience this may have caused you.

  Case ******** is opened to investigate these concerns for you, our records show that your work order has been completed as of 8/22/23. With that being said, we will be offering you a credit for $500 for the inconveniences, we send you a separate email today to discuss this and follow up with you on it. If you have any questions, dont hesitate to reach out by replying to the email I had sent you or calling us at ************.
  

  Thank you,
  ******, Advocacy Team
  Progress Residential  

• Initial Complaint

  Date:08/16/2023

  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.

  The property management company, Progress Residential, needs to hire employees who are competent and fluent in English so they can understand what a billing history is, especially if they are requesting proof of services being rendered (by a landscaper). Sending repeated emails stating they have received no response and asking me to resend an email I sent a week prior, again and again is beyond ridiculous. I even called to make sure someone could confirm receipt of the email in question, which they did. And now they have submitted a maintenance/service request for a HOA violation that was never sent and is non-existent. The persons handling email communications are incompetent and appear to not have received the same training as the ones handling phone communications who assure me that I do not need to worry.

  

  Business Response

  Date: 09/06/2023

  Dear ****-
  Thank you for sharing your experience. The *** sent violation V-****** on 7/21/23 and Progress notified you of the violation on 7/31/23, 8/7/23, and 8/9/23 through emails requesting that you complete a form saying the violation was completed. Email below:

  Do not reply to this email. Use the "Resident Response Form" below.  
  We hope youre enjoying your Progress Residential home at *************************************************************. We want to let you know that we have received a Notice (please click here to view)from the *********** *** ********************** (the Association) about a Landscaping violation at your home. The violation was noted on Jul 21, 2023.  
  As of today, we have not received notification from you that this violation has been resolved. If you have, in fact, remedied this violation, or if you wish to dispute it, please let us know by completing this Resident Response Form.  
  Please note that if the violation has not been resolved and responded to within 3 days of this notice,our Progress Residential team will cure this violation on your behalf, and the related charges will be applied to your account with your following months rent.  
    Please use the link provided above to respond to the violation. If you're having trouble with the link above, please click here to upload photos or send us a message.

  Instead of completing the form as requested, you called our ************************ on 7/31/23 and they created case number ******** to request an appeal. You provided photos of completion on 8/2/23.

  Due to the request form not being completed the violation record was not updated and a work order was created on 8/12/23. 

  Sincerely,
  *******************
  Progress Residential 

• Initial Complaint

  Date:08/15/2023

  Type:Delivery 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.

  Have not received my Security deposit back in the agreed sum of $1088 after vacating property on 7/3/23 and residential inspection 7/5/2023, was told it was processed 7/8/2023, but havent received the check, Im repeatedly ignored or sent on a wild *********** with other departments or emails that are not returned, ** law states I should have received within 14 days, this is e repeatedly frustrating Company to get resolutions with

  

  Business Response

  Date: 08/16/2023

  Dear *****-

  Thank you for contacting us regarding this concern.  In case 03178591 **********, in ******* Services emailed you on 8/16/23 stating, " I have submitted a stop and reissue request regarding your refund check. The new check will be cut and mailed to the forwarding address you provided. Please allow ***** business days for the check to be cut and mailed to you from our **********, ** office via standard shipping USPS."

  If you still need our help or have any more questions please give ** a call at 833.PRG.RESS.  

  Sincerely,

  *******************

  Progress Residential

  Customer Answer

  Date: 08/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/15/2023

  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.

  I am writing this complaint in regards to services received from Progress Residential during the month of August 2023. As a potential renter I begin the process of signing a lease during the week of August 8, 2023. After successful negotiations I signed a legal rental lease with this company on August 14, 2023 with a move in date of August 18, 2023 and agreed upon in the lease. I was also scheduled for renters orientation with representative ************************* for Friday, 8/18/23 at 11am, again at this time there were no mentions of needed repairs. There were no mentions of any repairs on 8/14/23 when I signed the lease, and I was able to visit the dwelling in person on 8/14/23 and there were no signs of needed repairs. On 8/15/23 I received a very suspicious call from a representative (*************************) from Progress Residential telling me that I would be unable to move in the dwelling on 8/18/23 and that I would have to wait until 8/24/23 due to "minor repairs". This action is unacceptable from a company of this stature and I believe this action is a violation of my Fair Housing Rights and unlawful. The Fair Housing Laws state that "Lying about or misrepresenting the availability of housing when housing is available" is a violation of my rights. I have made all preparations to move myself and family to the dwelling on 8/18/23. Let it be known that ************** did not attempt to remedy this situation in anyway and refused to escalate the issue to upper management upon my request. It is my hopes that this complaint can be escalated as quickly as possible and additionally I am asking to personally speak with the Regional Director, ************************* in hopes that this issue can be resolved without the need of legal representation. I have attached a copy of the lease for review by all parties.

  

  Business Response

  Date: 08/18/2023

  Hello *********,

  Thank you for sharing your experience with us and allowing us to assist you with this concern. We apologize for any inconveniences this may have caused you.
  

  Case ******** was opened to investigate this for you and rectify any concerns. You were informed today on 8/17/23 by ************ one of our Leasing Specialists, that your emergency move-in for 8/18 has been approved, repairs have been done and passed inspection. Your move-in orientation will be conducted tomorrow (8/18) by our Senior Resident Relations Specialist, ********************************
  We thank you again for allowing us to come to a resolution with you on this matter, if you happen to have any questions and/or concerns, please dont hesitate to reach out to us at ************.
  

  Thank you,
  ******, Advocacy Team
  Progress Residential