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:08/15/2023

  Type:Billing 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.

  Hi,I am a victim of identity theft and have been informed that a lease account was fraudulently opened with your institution, Progress Residential using my personal identifying information, including my social security number. I had no knowledge of this account nor did I authorize anyone to use my information for services with Progress Residential.I have filed an official identity theft/fraudulent report, and am requesting an immediate investigation into this matter. I have completed a fraud affidavit issued by the ************************* which was sent in the mail to Progress Residential at ***************************************************************************** on 04/11/2023. I sent a police report, copies of my identification cards, proof of residency, and a ************* of ******** for LifeLock to speak on my behalf, who has been assisting me with this matter. **** tracking number **** **** **** **** **** show the documentation was delivered on 04/14/2023 at 11:50am. I expect to be provided a disclosure letter outlining the results of this dispute at the completion of your investigation. I also expect the credit reporting agencies to be notified of any correction to the account associated with my personal identifying information. My LifeLock representative has attempted numerous times to obtain an update from Progress Residential, but has so far been unsuccessful. I was given case number ******** on 06/20/2023, and case number ******** on 07/25/2023. Both times I was advised that a member from your ************* team would reach out, but no one has reached out to myself or my LifeLock representative. The fraudulent lease account is matching my name and social security number. I was not provided any further information.I am requesting a call, email, and/or letter response, so we can resolve this matter in a timely manner. You can reach out to me or my LifeLock representative, who can be contacted at ******************************.

  

  Business Response

  Date: 08/21/2023

  Hello *******, 

  Thank you for sharing your experience with us and allowing us to assist you in this matter. 

  I am sorry to hear about your experience. If you have any questions, please email our Security Team at **************************** and one of our Fraud Investigators will follow up with you.

  Thank you, 

  ******, Advocacy Team 

  Progress Residential 

• Initial Complaint

  Date:08/15/2023

  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.

  My AC has been out for 4 days. My wife and I have health issues and I cant get an answer on when it will be fixed. We also have a German Shepherd. Didnt have any major problems until now.

  

  Business Response

  Date: 08/21/2023

  Dear ********,

  Thank you for sharing your experience with us and allowing us the opportunity to assist you further with this matter. 

  Case ******** has been opened to address your concerns with your ****, upon review our records show J004665013 was scheduled to repair on 8/18. Our **************** Coordinator, **** had reached out to you to confirm if this was properly completed and repaired, please respond to her email if the **** repairs still need to be done so we can expedite this for you. 

  We need to confirm that repairs are done so the market can then work with you on providing credits for the hotel stays and portables, I kindly ask that you respond to the email so we can issue those for you. 
  

  If you have any other questions and/or concerns, please don't hesitate to reach out to us at ************.

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

• Initial Complaint

  Date:08/14/2023

  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.

  Hot house, AC not working Wed. August 9:Morning: Temp in the house was 82 degrees downstairs and hotter upstairs. Heard loud buzzing sound coming from the outside AC unit and it wasnt working. 12:36: I put service request online.2:57: Called progress to follow up. Request was escalated to an emergency. Tech showed up that evening and fixed capacitor on outside unit. It began to work again. Thur. Aug. 10:Afternoon: Temp in the house was over 80 degrees. Outside unit again wasnt working. 4:36: Called Progress to submit work order. Progress considered it an emergency.7:51pm: Called Progress check status. I was told they would send a follow up to the techs.8:51: Called Progress to check the status. I was told that techs dont come out after 8pm.Fri. Aug. 11:7:38am: Called Progress to check service request. I was told I would be contacted to scheduled a visit from a tech. 9:14: Progress called to schedule a visit. Tech showed up at 11am. He fixed the capacitor again and the unit began working again.Sat. Aug. 12:Morning: Thermostat showed temp over 80 degrees inside the house. Outside unit not working again. 9:28: Called Progress. Progress put in an emergency work order.2:48pm: Called Progress to check status. Progress said they would follow up with techs.8:08pm: Called Progress. Was told there was nothing they could do other that send a follow up. They didnt come.Sun. Aug. 13: 9:57am: Called Progress at 9:57am. Progress resubmitted the request. 4:30pm: Called to check request. Request resubmitted by Progress. 4:38pm: Received call from tech. They got the request but not likely to come today. They didnt come.Mon. Aug. 14:9:31: Progress emailed me AC job request.10:31: Called Progress. Received info for 3rd party vendor to schedule visit. 10:49: Called vendor. Left message.10:52: Called Progress. Was told they would have Central contact the vendor and call me back.12:47: Called TCS again. No one answered. Mailbox was full.12:58: Called Progress. They put me on hold and called vendor. They received the same message. They escalated the issue with their own service team. Im waiting for a callback.This is where we are right now.

  

  Business Response

  Date: 08/16/2023

  Hello *******,
  

  We thank you for sharing your experiences and allowing us to assist you with this matter, we apologize for any inconveniences youve experienced with your HVAC system.
  Case ******** is opened to address this concern promptly; I had reached out to your local market team to have work order J004669131 expedited. On 8/15 ************** had come out and sprayed a coil cleaner all around the outside of the unit and in the electrical, he found the contractor full of ants and was informed that you will be buying an ant killer to spray around the units to keep the ants away from the unit. ************** changed out the contractor and was noted that the system is running properly at this time.
  

  We apologize again for the delay in which this was repaired, if the problem still persists, please dont hesitate to contact us at ************
  

  T**** you,

  ******, Advocacy Team
  Progress Residential

• Initial Complaint

  Date:08/14/2023

  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.

  I moved out of a progress residential house on June 30, 2023. I never not once received no move out charges but received a charge reducing my security deposit refund. I called about my refund around July 18, 2023 and was advised the refund was mailed out on July 11, 2023. I have not receive no check and have been following up ever since. I was informed to email past resident department and I did but have not received a response. I was informed a case was open and someone will call in 48 hours but no one called. I have been calling since then and here it is August 11, ******************************************************************************************* my refund. I get the same answer every time I call but no one has called or emailed me. They have no problem attempting to charge people but when it comes to their refund want to give them a hard time to get what is rightfully theirs. I want my money and documentation of what they deemed needed to be repainted as I repainted the walls. I am happy to be out of that place and recommend NO ONE RENT FROM PROGRESS RESIDENTIAL!

  

  Business Response

  Date: 09/01/2023

  Dear *****-

  Thank you for sharing.  ******************************* reached out to you on 9/1/23 to inform you that your security deposit refund was sent on 8/28/23.  Please allow **** days for mailing time.

   

  Sincerely, 

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

  Progress Residential

• Initial Complaint

  Date:08/12/2023

  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.

  This company has been difficult to deal with after receiving our deposit and 1st month rent. Its hard to get in contact with anyone to discuss issues. When you do get them the phone mysteriously hangs up during the conversation this has happened more than once. When we moved into the home in July ***** heat the shrubs in the front yard that were newly planted were dead. Although we sent pictures they said its our responsibility, when we had not even moved in. The rent was prorated due to moving in 7/5 we moved out a year later 7/5 but was charged the whole months rent. We were also charged with bogus carpet and painting charges that ate up the whole deposit and the are still fraudulently asking us to pay an additional ******. We cleaned the home and have pictures to prove it. They now refuse to talk to us and say everything has to be handled via email. I was originally told the ****** would be taken from the deposit and we would receive the balance. The next week I was told the deposit was used for rent and maintenance and I owe ******. This company is a scam and tacks on additional charges throughout your lease. Please avoid them at all cost.

  

  Business Response

  Date: 08/16/2023

  Hello ********, 

  Thank you for sharing your experience and allowing us to assist you with your concerns. 

  ***** from ******* Services had sent you an email regarding your dispute and is as follows: 

  "...I will be looking at the moveout photos and will determine if the charges are wear and tear, or actual damages,
  I have attached a copy of your moveout statement, and I divided it into sections so you can see the prorated (credits) and fees that are deducted from your security deposit. (Items in red line)
   Contact History/ ******* Services
  7/23 ******** Henry  Questions where is the refund  Case#********
  7/26 Moveout statement emailed  Case#********
  8/14 Complaint  Case#********
  
  Disputed Charges-
  Damages - HVAC Filters  20.00- Reverse charge.
  Damages - Entry door Paint  30.00- Reverse charge.
  Interior Cleaning - TV mount Remove  15.00- Remain as billed. (See photo)
  Insufficient Cleaning - Make Ready  300.00- Remain as billed. (See photos)
  Insufficient Cleaning - Carpet Clean ****** - Reverse charge.
  Late Fee Concession  (125.00) Credited on final bill- ** action needed.
  Lease Fulfillment Fee - 26 days ********  -Remain as billed  (See below)
  
  
  -Lease From:  7/5/22
  -Lease To:  7/31/23
  -Move Out: 7/5/23
  (Resident is responsible for rent for all days up until the Lease end date -7/31/23.
  The move out date of 7/5/23 is 26 days prior to the lease end date. The Lease Fulfillment Fee is for the remaining 26 days of rent from 7/5/23 to 7/31/23.
  
  Next
  I will email you a Resolution Agreement via DocuSign.  Proposed credit amount-$270.00
  The agreement states that I will be reversing the charges indicated above, and will revise the balance due on the account upon receipt of your signatures.  
  
  Balance Due $546.44
  Less the Credit amount -$270.00  
  *Revised Balance due $276.44
  
  *Please note, if agreeing with this proposal, we will not accept any further disputes on this account."

  Please respond to the email ***** has sent regarding your dispute. 

  Thank you, 

  ******, Advocacy Team 

• Initial Complaint

  Date:08/11/2023

  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.

  My AC went out on the 8/09/23.. The order was out in the next day!! Was told that a portable ac unit would be provide but it was all ducked taped up and leaking water!! Was also told that **** would book a hotel for me and my elderly father but was never done!! Ive been calling all day and night some the 9th, here it is the 11th still nothing!! Its 90 degrees in my house.. You shouldnt have yo go through these conditions paying almost ***** in rent a month

  

  Business Response

  Date: 08/18/2023

  Hello **********, 
  

  Thank you for sharing your experience with us and allowing us to assist you with your concerns. 
  Case ******** is opened to assist you with your HVAC, we had work order J004660967 opened on 8/10/23 to address this in which we had completed on 8/17/23. With this being said, we will be prorating your rent amount for 7 days in the amount of $372.58 to amend this complaint, one of our Account *********************** will be processing this credit for you. 
  

  If you happen to have any other questions and/or concerns, please don't hesitate to reach out to us at ************. 
  

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

  Customer Answer

  Date: 08/19/2023

  
  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:08/11/2023

  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.

  My name is ***********************. My co-applicant and I submitted two rental applications with Progress Residential. We were promised a refund for one of the $250 holding fees which we never received. Our first application was denied due a time out during the identification verification process. According to Progress Residentials website: "If your application is denied, the holding fee will be returned to you within 30 business days. Please note: The holding fee is non-refundable if your application is approved and you decide to cancel, or if the application is denied due to falsification of the application or supporting documentation."We did not falsify any information, nor did we cancel the application. We simply didn't send in our identification verification within the 48 hr period (we were one day late) which caused our application to be denied. We were told over the phone that we would be getting the holding fee of $250 back for this application. This was also confirmed in writing via email. Under the advisement of the Progress Residential leasing agent and with the assurance that we would be receiving a refund for the first holding fee, we began the entire process over again which included a new application and a new holding fee (amongst other fees). Our second application was approved; however, we decided to lease with a private renter. We canceled our second application with the understanding that we would not receive the holding fee back this time due to cancelation on our part.However, according to Progress Residential 's own policy, we are due a refund of the $250 holding fee for our first application.My experience with customer service has been deplorable. I've been told conflicting information, hung up on, transferred back and forth between departments, and told to expect call backs that were never received. I was even told, "your check is in the mail," which was a blatant lie. I was finally told, "listen, you're not getting your money back." Unacceptable!

  

  Business Response

  Date: 08/14/2023

  Dear ******-

  Thank you for sharing your application experience.  I was able to get approval for both application fees in the amount of $500.  Please allow ***** business days for processing and mail time (if applicable).

  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:08/10/2023

  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.

  I was a resident for Progress Residential almost 2 years ago. I moved in around March 2020, and everything seemed good, they were responsive to everything when covid hit they were reliable. At the end of 2021 they sold the property I was renting from them to ****************. I was never notified the property was being sold before hand I received an email as advising us to pay rent early because their system was going to be down for maintenance or w/e and they didnt want to risk any issues happening during this time. So of course I was happy to oblige and paid early. A few days after the new year I try to log into my progress residential resident portal, and I was unable to. I contacted them and was informed they had sold the property to another company and I would receive a welcome packet from them... Spoiler I never received the welcome packet I ended up having to use my excellent googling skills to find out who the new Property ****************** was.That should be the end of all communication from them right? NOPE! 3/25/2023 I get an email from them, a friendly reminder rent is due, but I dont rent from them anymore I contact them, about it they apologize for the inconvenience. 4/22/22, 6/22/22, 7/22/22 All received reminders about this and each of these times I've asked them to stop contacting me since I am no longer a resident. June 15, 2023 I get a survey from them asking how they are doing. So I fill out the survey, and requested they contact me, no one did, I got an email saying they closed my case, they didn't call me so I contacted them once again requesting them to stop sending me emails. they assured me it would be the last one. August 9th, yesterday I get another survey, August 10th, today, I get an email with subject line to disregard that email, but it also says I am behind on my November rent. HOW? I own my house I live in, its not November, and why are you STILL emailing me ************** requests to stop.

  

  Business Response

  Date: 08/17/2023

  Hello *****,

  Thank you for sharing your experience with us and allowing us the opportunity to assist you with this matter.

  
  Case ******** was created to resolve this concern, we reached out to the marketing team to assist in which they applied a global suppression to your account, so you wont receive any more emails, notifications, etc. from Progress Residential.

  
  If you happen to have any other questions and/or concerns, please let us know at ************.

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

  Customer Answer

  Date: 08/17/2023

  
  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, if they actual uphold their end of it, not sure I believe after making several requests directly through them to stop receiving communication that it will suddenly stop now..  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:08/09/2023

  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.

  My complaint is progress rental lack of service. I put in a work order (JOB# j004522773) to have the privacy fence replaced between two of their units on March2023. On two occasions I had two technicians show up to replace the fence, but no material was ordered. I contacted customer service back in April to address replacing the fence. ******** care had a local maintenance ********************** contact me and he said he would visit my residence and inspect fence e. The local maintenance manager gave me a call and said he will replace the whole fence on July 20th. On July 27th I contacted customer care again and they said that he will contact me, I missed his call, but I returned his call on numerous times with no answer. Contact customer service and they assign a third-party vendor. I have called on numerous occasions to contact the third-party vendor at the office and a personal cell phone number. I have not been contacted by the third-party vendor as of August 9th. I call customer care again to get them an update on the third-party vendor and let them know that the fence has not been repaired or replaced. From: ***************************** <************************>Sent: Monday, July 31, 2023 10:51:53 AM To: ******** Care <*************************************************************************>Subject: Re: Acknowledgement Of Complaint case - ******** I still have not spoken to anyone about the ongoing issue with the fence. I had a missed call from ************* tried numerous times to respond to him. I call and text I have not heard anything from ***** with someone. Please call me to rectify this issue.Get Outlook for iOS ________________________________________From: ***************************** <************************>Sent: Friday, July 28, 2023 2:15:00 PM To: ******** Care <*************************************************************************>Subject: Re: Acknowledgement Of Complaint case - ******** Please contact me on my cell phone ************ Get Outlook for iOS ________________________________________From: ******** Care <*************************************************************************>Sent: Friday, July 28, 2023 11:48:21 AM To: ************************ <************************>Subject: Acknowledgement Of Complaint case - ******** Hello ****, Thank you for contacting us. Our goal is to provide our customers with the best experience possible and we regret that was not achieved.I am the ******** Advocate assigned to your case ********** and we will be in contact soon.I have begun researching the issue and hope to have a resolution soon. Please reply to this email and let me know how you prefer to be contacted with updates to your case email or phone. Should you have any questions in the meantime, please do not hesitate to reach out.Thank you, *****, ******** Advocacy **************************** PRG-RESS 774-7377

  

  Business Response

  Date: 08/14/2023

  Hello ****, 
  

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

  Case ******** is currently opened to assist you regarding your BBB complaint about the fence repairs. I have reached out to your local market to gather some information. Work order J004522773 is open to have repairs done with your fence, this estimate has been approved by our service team for work to be completed by ****** ******************* you can contact them at ************ if needed as well. 
  

  Your local market Director is aware of the work order. We will work to have this WO completed with the vendor's first availability.
  

  If you happen to have any questions, please contact us at ************ 
  

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

• Initial Complaint

  Date:08/08/2023

  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.

  For over a month now I've been trying to get someone out to fix the stove and electrical issues in my kitchen, after several tickets closed without acknowledgement its finally getting "fixed". I've been told that a new stove is on the way but I will be charged for their negligence in replacing anything in a timely manner. The stove started sparking and turning on randomly since I called and it finally cracked so I've been accused of breaking it. This company really needs to be shut down, they are nothing but greedy slumlords. You have a better chance for a wall to respond to you than these people. I've had the kitchen flood several times and was just told to "wait for a response". They show up whenever they want, don't contact you and expect you to be home when they feel like showing up, and if you aren't home they'll charge you for it. I've rented from several companies before but this has to be the worst I've ever encountered. There is no reasoning with these people because they simply don't care about anything but being paid on time. They have 0 accountability for anything and will try to gaslight and blame you for things that you have nothing to do with.

  

  Business Response

  Date: 08/14/2023

  Hello *******, 
  

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

  Case ******** is currently opened to assist you regarding your BBB complaint about the delay in delivery with the stove and repair time. I was able to reach out to the market for assistance and provide information regarding the matter. Work order J004634097 was opened for your stove to be replaced, upon further review it has been noted as such : 
  

  "Upon checking the pictures of the stove before move in and it's current condition, there is significant wear and damage that was not originally present. When an item is damaged during the tenancy of a resident those charges are charged back to the resident (resident responsible). It appears the stove was unable to be delivered and the service team is working with the vendor to get it rescheduled"
  In regards to your concern about canceled work orders, when multiple requests for the same concern have been submitted, the duplicate work order will be cancelled to refrain from any delay or any confusion. If the resident is not home at the time the work order is scheduled , they would be responsible for paying the trip charge.
  
  Rest assured, our service team is working with the vendor as stated to have the stove replaced, we will update you as soon as we get anything to schedule this with you. 
  If you happen to have any questions, please reach out at ************. 
  Thank you, 
  ***********;
  Advocacy Team, Progress Residential.