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:08/07/2023

  Type:Sales and Advertising 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.

  We moved out of a rental property being managed by this company in **, on 6/21/23. We lived at this property for 2yrs and had several issues including, lag in maintenance issues being fixed in a timely matter & poor customer service. Our new address was provided prior to moving out. The first week of July I received a forwarded letter that was addressed to our old home in **. The letter detailed a refund from the security deposit of approximately $1900. Im still unsure why it was sent to the old address in ** instead of the new address in **. To this day we have NOT received our security deposit or any updates from Progress Residential. We reached out to customer service and was provided an email for the past resident dispute team and have not heard back after multiple emails. Per customer service this is the only way to contact them and there is no supervisor who can help. This is absolutely disgusting that our money was taken by this company. We are a veteran family that paid our rent consistently on time and now we will be forced to take legal action against this company for simply whats owed to us.

  

  Business Response

  Date: 08/10/2023

  Hello Euboea,
  We thank you for sharing your experience with us and allowing us to assist you with this matter.
  Case ******** was opened to address your concerns regarding your Security Deposit dispute and to provide an update on that in which *****, the *************** Coordinator was able to assist you with.
  The response was as follows:
  Regarding your refund check.
  
  I received an email from you in our ******************* on 8/7/23. Case#********
  You stated that you did not receive your refund from when you vacated in June.
  We finished your deposit accounting on June 29th and mailed you a moveout statement and a refund check. 
  We received your forwarding address on 4/18/23 and updated your account two months before you moved out.
  I apologize if for some reason your mail was delivered to your previous address.  That was not our intent, as we have your new address on file.
  
  I replied to you on 8/8/23 to obtain more information from you regarding your moveout and if the forwarding address we have is correct.
  I then explained that I would cancel and reissue the refund check and sent it in the mail to the  following address- ************************************************
  We use the **** for our mail service and find the delivery time to be between **** days.
  
  On 8/9/23 I replied to you and confirmed the action taken above.  
  Thank you for your patience during the **** delivery time
  We thank you again for allowing us to assist you with this matter and were happy to see this concern coming to a resolution.
  Thank you,
  ******
  Advocacy Team, Progress

  Customer Answer

  Date: 08/10/2023

  
  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,
  
  Euboea *******
  
   
  

• Initial Complaint

  Date:08/07/2023

  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.

  This company has been a headache ever since I started the process July 22. We got approved with conditions that we needed a guarantor which I provided twice. They only needed to run the income portion over which was not done, they did the whole application over twice which the only part that needed to be ran was the income part. Which got me denied twice and made the price higher then the original price which was **** and now its ****. so I was charged $100 50 per guarantor. Which they stated it was an error on their but wouldnt refund my $50 because it was already used for the application. Which I think it should be refunded because it wasnt an error on me as well the pricing should be the same because all of it was an error on progress.

  

  Business Response

  Date: 08/10/2023

  Hello *******,
  

  We thank you for sharing your experience and allowing us to assist you with this matter.
  

  Case ******** was opened to document your concerns and assist you, upon review your request for a refund is declined as guarantors will be screened same as applicants are and will need to pay the $50 application fee as well. Please read the following below from our website *************************************************** :
  
  A guarantor is required for applicants who do not meet the credit requirements. The guarantor is subject to the same guidelines as applicants. The guarantor must complete a separate Lease Application and pay a Lease Application Fee. The guarantor will be required to sign a guaranty.
  
  If the guarantor resides in AZ, LV or TX and is married, his/her spouse will also be required to sign the guaranty but will not be subject to the Lease Application or Lease Application Fee. A guarantor will not overcome criminal,civil court or rental judgment.
  
  Currently, you have been approved to move into ***** Gold Pan Rd with the Rental Rate of $1980.00 and I was made aware that your lease has already been sent out to you.
  
  If you happen to have any other questions and/or concerns, please contact us at ************.
  
  Thank you,
  ******, Advocacy Team.
  Progress Residential

• Initial Complaint

  Date:08/07/2023

  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 traveled 15 hours to assist my daughter and her family with some projects, but the refrigerated air on their ********** home they rent from Progress went out the first night of my visit. We are now in day 5 of my 6 days here battling with the maintenance department at getting nothing but a runaround of dispatch calls, promises of call backs, and when they have finally sent a repair person, they have been incompetent to fix the problem. This has cost me on both travel expenses and valuable time to only have it wasted dealing with these issues rather than the purpose for which I came.

  

  Business Response

  Date: 08/08/2023

  Dear ******-

  I am sorry to hear about your experience.  I am not seeing you are on a Lease here at Progress and nor was a property address provided. 

  We are only permitted to discuss the home details with the leaseholders on the property. If your daughter needs assistance she can submit a work order on our website ********************************************************************************** or call 833.PRG.RESS *************).

  Sincerely,

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

  Progress Residential

• Initial Complaint

  Date:08/07/2023

  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 main water line for my house broke on Friday, August 4th. I called for emergency services to come fix it and they never showed or called, I continued calling and making new service requests and complaints that i was not getting any responses, finally got an appointment for the next morning for it to be fixed and no one every showed or called. Now its been 72 hrs later and the problem has still been ignored, I have put in more than 20 emergency service requests and the company is still not coming to fix and essential life altering service for my residence as we cannot live here without water supply!! I now have a second leak on the property as well and still cannot get the company to honor their part of my rental contract and provide emergency services for the property!? I have informed them i will not be paying rent for the days my property is unserviced and will not be paying the water bill as it has been leaking uncontrollably and theyre unconcerned.

  

  Business Response

  Date: 08/09/2023

  Hello *****,
  Thank you for sharing you experience with us and allowing us to assist you with the matter.

  
  Upon review, work order J004642450 was opened to address the broken water pipe, which was opened August 4th, we were able to have someone come out by August 7th to install a new pipe. This work order has now been marked as completed and I can only imagine your concern now is your water bill were unable to credit a charge that hasnt posted yet so we must suggest that once it does post, give us a call at ************ and we can put in a request to have the water bill credited due to the pipe bursting.

  
  Please let us know if you have any other questions and/or concerns by reaching us at ************.

  Thank you,

  ******

  Advocacy Team, Progress.

• Initial Complaint

  Date:08/05/2023

  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 have been renting from Progress for four years. They sent an email to renew my lease. I said I would not renew my lease because The home needed extensive work. Over the last few years, maintenance has come in with every call, but they have only done patchwork. The ceiling is leaking in several places. We had termites this year horrible that took over a month to get resolved. We finally had to pay out of pocket to sleep peacefully at night. We have mold in our half bath from a tub leaking upstairs. I asked you to be let out of a lease with only two months left because the house is unsafe with mold growing. And the ** is leaking as it does every couple of months. The renewal person emails back and says I can't do anything about that. Thank you for letting us know you won't be renewing the least!!!! How rude!! I have never missed a rent payment and have never been late!! I asked if you could at least send it to someone who can help. I received an email last night that my case has been closed. We can only let you out of the lease if you pay the last two months!! I literally could go to the news for how awful this house is!! And this is your response!!! This company does not care about its tenants or the homes they put them in. I called in about the appliances not working they told me unless we can't patch them, we will not buy new ones!! They painted over rust on the refrigerator when I moved in. I want out of this lease!

  

  Business Response

  Date: 08/09/2023

  Hello ******,
  Thank you for sharing your experiences with us and giving us the opportunity to investigate this concern for you.
  

  Upon further review, your request to be released from the lease was unfortunately denied. We reviewed the work orders that were done in the past and all maintenance issue reported had been addressed, any major repairs needing to be done is the obligation of the resident and needs to be reported so Progress Residential can perform the work needed. Our records dont show a work order being opened for the ceiling leaking in several places or any indication to the discoloration of the ceiling.

  J004333306 Pest Control / Termites : Spot Treatment
  J004270840 Plumbing / Bathtub : Tub was clogged due to excess of hair, it was unclogged properly.
  J002991401 HVAC / Leaking : AC unit coils needed to be cleaned due to dirty filter.
  

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

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

• Initial Complaint

  Date:08/04/2023

  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.

  Miscommunication led to this company cancelling our lease the night before move in. We were left with no home and lost our security deposit even though we were not able to take possession of the home and everything was cancelled before the lease start date without our knowledge. We do not want application, admin, or holding fees back. Only the deposit. We were told twice this would be refunded. Without it ($2000+) we have no funds to rent another home.

  

  Business Response

  Date: 08/07/2023

  Dear *********-

  This is a duplicate to case 20428972.  We will be addressing your BBB Complaint in case 20428972.

  Sincerely

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

  Progress Residential

  Customer Answer

  Date: 08/07/2023

  
  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:08/04/2023

  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 June 27 2023 I filed a request for a repair to my air-conditioning unit for a home that I am renting from Progress Residential. Since that date there have been six different visits to the home for repairs. The issue still has not been resolved and we still do not have cool air. My children and I have had to rely on friends to let us sleep at their homes at night because its too hot in here. This has been going on for over a month. I filed a complaint work order a week ago to which no one has responded. Furthermore, there have been several days delays between the time that I report the issue to Progress and the time they provide the work order requests to the A/C vendor. In my opinion, Progress has breached the contract by not providing a functioning air conditioner. I believe the company should resolve the issue as quickly as possible and refund a portion or all of my rent for the month of July.

  

  Business Response

  Date: 08/11/2023

  Hello Faith, 
  

  Thank you for sharing your experience with us and allowing us the opportunity to investigate this issue. I want to apologize for the inconveniences you have experienced with your work orders and HVAC. 
  Case ******** has been opened regarding your complaint through the BBB with your HVAC system.

  Upon further research, we have reached out to Credible Air Conditioning through work order J004667187 and our Service Manager will be expediting this request for you to have them come out and perform repairs as needed, the vendor will be reaching out to schedule with you. 
  

  Your request for compensation has been approved for the inconvenience and we'll be following up with you for the credit. 
  

  If you happen to have any questions regarding your case, please don't hesitate to reach out to us at ************.
  

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

• Initial Complaint

  Date:08/03/2023

  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.

  Im a resident of one of Progress Residential. I moved there on 4/30/2022 without no problems. Ive been living there for the past a year and couple months. On June 29th 2023 I called the office to report about my fence in my backyard falling down after the storm. They said one of their technicians will come to check the fence. After two days the technician inspected the fence and said he will come back with some materials to fix the problem. Two days after he showed up with couple ***** and left them in my backyard. After couple days I call the office to find out what was the plan? They said its a big job. Another company call ****** field services will come to repair the fence. They give me there phone number. I called the place so many times no answer. Now its almost a month now. Im still calling Progress Residential its always let me create a new ticket for you. Im so disappointed with Progress Residential. I paid my rent on time. I never late, why I cannot get good service from them. I work hard to make my money. Please stop taking advantage of people. The reason Im so upset. I did tell them about my backyard open to the Main Street. I dont feel safe to sleep there like that. If they cannot fix it. I will break lease so I can find me a better place. Shame on you Progress Residential.

  

  Business Response

  Date: 08/10/2023

  Hello *****,
  

  We thank you for sharing your experience and allowing us to assist you with this matter.
  

  I want to apologize for the inconveniences the fence has caused you as we work on addressing this concern.
  

  Case ******** was opened to assist you having the fence repaired, upon further review we have agreed to repair the fence for you, we opened work order J004661600 regarding this issue under the markets approval. This work order has been approved and assigned to one of our 3rd party vendors, ****** ******************* you can contact them at ************ for scheduling.
  

  Thank you again for bringing this to our attention and having us come to a resolution with you.
  

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

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

• Initial Complaint

  Date:08/03/2023

  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 moved out of my house on June 12, 2023 and have been waiting for my deposit refund for close to 60 days at this point. I have emailed ******* from the **************************** back in early June who told me that it takes about 30 days for the company to finish their part and send me a itemized final moveout statement. Still to this day I have not received the itemized moveout statement or the deposit back. I again emailed ******* who stated that the check was sent back to Progress Residential and she told me that she would send another check out and if I did not receive the check within 14 days to email her. I again did not receive the check or the itemized final moveout statement. ******* emailed me back and let me know that the check was never cut. I asked ******* for a copy that the check was returned and also my moveout statement and she did not provide either. Per the ** law this company only had 14 days after I moved out to return my security deposit along with my itemized statement of deductions and I have not received either. I explained this to ******* and told her that due to this companies actions they now owe me my full refund back plus 2X that amount now which totals $6,915. I have tried to call and get on the phone with someone so I can get this resolved and have not heard back at all. At this point my next step is to take this to court.

  

  Business Response

  Date: 08/09/2023

  Hello ******,
  Thank you for sharing your experience with us and allowing us to assist you with this matter.
  

  Case ******** was opened to address your concerns as ******* worked on coming to a resolution for you. We dont have a clear indication or reason as to why the check had returned to our office, but we are working on sending a new check as soon as possible. We have sent you a resolution agreement to sign for $1,075.00 to be credited to you for the paint charges.  
  

  As soon as we get the resolution form signed, we can work on sending the check out with the paint charges removed in which ******* will update you with the tracking number to make sure of its arrival.
  You will get a second check for your original security deposit to be owed in the amount of $1,474.20 which is already being worked on getting sent out. This will be a total of $2,549.20.
  

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

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

• Initial Complaint

  Date:08/03/2023

  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'm a disabled man and take medications which makes me light headed and i can not handle heat. Air conditioner in the house ******** from Progress Residential has gone out for the 2nd year in a row. They set an appointment for a tech to be there between 1and 5 p.m then sent a message at 10a.m stating it was cancled and to call if thats not acceptable. I called and let them know it wasn't acceptable and they said someone would be there to keep the original appointment. No call no show and i called again. Still nothing. Upstairs was over 90 for 5 day's. We couldn't stay in the home we pay $1865 per month for. Repairman came the next day and said it was all fixed. It worked for 1 hour and will bot even turn on. Just like before. Called Progress again and still nothing!!! Maybe tomorrow we can go home??? There's no one who can even give me an eta or day for the repairs when i call and the technicians have never contacted me!!

  

  Business Response

  Date: 08/09/2023

  Hello *******,
  First and foremost, thank you for sharing your experience with us and allowing us to assist you with this matter. I apologize for all the inconveniences you had to go through to get your air working again as it should be. 
  

  I reviewed your account and saw that work order J004631835 was marked as completed regarding your HVAC concerns. This work order was put in on the 1st of August and completed on the 4th by one of our third-party vendors Top *************** Services Inc.
  

  As of August 9th, you spoke with the Assistant Portfolio Operations Director, ****** about these concerns, I was able to speak with her to recap as ************* to a resolution. I sent you an email regarding a $250 concession we are offering you for this to be rectified, please respond to it as soon as you can so we can get started on that for you. 

  If you happen to have any other questions and/or concerns, please contact us at ************ and we can further assist you.
  

  Best,
  ******
  Advocacy Team, Progress.