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 Property Manager, LLC

  5601 Powerline Rd STE 100 Fort Lauderdale, FL 33309-2831

  
• 

  Progress Residential

  1801 Royal Ln Ste 307 Dallas, TX 75229-3179

  
• 

  Progress Residential Property Manager, LLC

  1500 15th Avenue Dr E Unit 103 Palmetto, FL 34221-2823

  
• 

  Progress Residential Property Manager, LLC

  8604 Cliff Cameron Dr Ste 110 Charlotte, NC 28269-8506

  

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:08/04/2023

  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.

• 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.

  Surprise fees for trash, water, sewer and utility default fee was added to rent on 8/1/2023. I was not contacted to explain this to me or anything. I called customer service and explained what my concerns are but the agent read the lease agreement and refused to get me to a supervisor. There was no way to get this issue remedied right away. My rent is $1599 + $15 residents packag fee. I pay $1614 right now the rent portal has a balance of $1860+. Last year they randomly added a stormwater fee $21. Still have yet to find out what the resident packeg fee is nor why I have to pay storm water to them since I have an water bill account through the *************************** agent advised, the resident package fee is for residents that live in a smart home. ( i don't live in smart home ) another agent followed up and said it's a flat rate fee that help them provide customer service over the phone to the tenants ( you try to make sense of it because i can't ). Back to the main issue for this complaint. The company CONservice ( utility mamagent for progress residential ) advised me to send over a copy of my Water and electricity bill because from the looks of it I do not have utilities in my own name. For the record I have been living here since 2021. Before today, I had never spoken to CONservice.CONservice informed me it can take 3-5 business days. Again there is no immediate remedy from either company. I still have to find a way to pay the rent. Even if that means I having to pay an overdraft fee or only paying what I normally pay and risking an eviction on my name on top of other things. I want the trash, sewer, water, utility default fee removed from my account. I would like to know what is the residents package fee. I would also like to have someone follow up here and call me too. I will be calling the city or legal aide tomorrow in the meantime. Life is difficult and to have this trigger my already fragile mental state is detrimental to my survival.

  

  Business Response

  Date: 08/08/2023

  Dear *******-

  Thank you for sharing.  ***, the Account ********************** emailed you on 8/4/23,  "I received the response below from the ************** they need to see the paid bill from the city showing that you have already paid them these utility charges.
  Can you attach it to this email? As soon as I get it I will forward it to them so they can review it. Thanks"

  Please respond to the email with the requested documents.

  Sincerely,

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

  Progress Residential

  Customer Answer

  Date: 08/08/2023

  I responded back to the email on the original date that it was sent. Friday 8/4 at 7:21pm. I provided screenshots too. I have yet to get a response. For the record, I have a utility account with the city of ***********************, and FPL in my name since the year I moved in. Services that now have been added to my rental ledger. It should never take this long for a solution. Especially when a human is involved. Even Conservice has proof that I have services billed directly through the city. I emailed them in 8/3/2023. Do I need to file a complaint on that company as well?

  

  Business Response

  Date: 08/09/2023

  Dear *******-

  Thank you for the additional response.  ***, the Account ********************** sent you an email on 8/9/23 stating the below:

  "Thank you for sending the proof of payment and account. I have sent this to the ******************** and asked them to please review and reverse the charges. As soon as I hear back from them I will let you know."

  Please continue to communicate with ***, the Account ********************** with any questions and concerns during the time that our utility department reviews the information.

  Sincerely,

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

  Progress Residential

   

  Customer Answer

  Date: 08/15/2023

  I left a voice message yesterday afternoon 8/14 and I have not heard back from her. I left another message about 30mins prior to this response. My request is to have all charges refunded, to be contacted directly about this situation, explanation of all charges on the rental ledger including residents benefit package fee, and to be assured that this will not be an issue next month. None of which have been explained here nor via email or phone. 

• 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 into the address listed July 14th after being given the run around on the move-in date for 2 wks. The air conditioner was struggling to maintain the set temperature, so I called in for service in which it was scheduled for Aug 9th which was okay because it was working and not an emergency. On Sunday, July 30th, it didn't get below 85 degrees inside the home. I called for emergency service, and no one called back to address or make an appointment or anything. Called again Monday, July 31st, still nothing done, and they didn't see that I called on Sunday. I have requested an appt or telephone number for the local office and no one will give it to me. The local office is not open to the public, so you have to make an appt. I got a text Monday stating that my service call was moved up to Aug 2nd, but still no call. Sunday-Tuesday I booked a hotel because I need to sleep and sleeping without AC is not conducive to restful sleep. Service tech finally came out on August 2nd and changed out wires and said it was fixed. The home, again, never cooled. I called in last night to Progress again to put in, yet another, emergency order in which I was told they would call the tech to reach out and never heard a thing. I called again this morning, and they have no record of my call from last night. They are not helping at all. I have paid my security deposit, rent for august and half of July upfront before I moved in, and they are not doing anything to help. Please help me. I cannot afford to continue to pay for hotel rooms and school is starting soon. I need my children to be in a stable environment before school starts so they can be comfortable. I am paying $2500/mo for this home and get no assistance. Please help!

  

  Business Response

  Date: 08/10/2023

  Hello ******,
  

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

  We want to apologize for the inconveniences you have experienced regarding your HVAC concerns as we worked on addressing this.
  

  Case ******** was opened to review the information we have gathered, we are offering a prorated credit from July 30th to August 4th for the times the home has been over 85 degrees, this will be in the amount of $473.23.
  

  Today, I had sent you an email requesting receipts of the hotel you had to pay out of pocket for, please send those at your earliest convenience by responding to the email so we can send them to the market to review and submit a credit request for you as well.

  If you happen to have any questions and/or concerns in the meantime, please reach us at ************ to further assist you.
  

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

  Customer Answer

  Date: 08/17/2023

   ood afternoon, Destiny and ******. I have received and email stating that my complaint has been resolved and closed, but I have not received resolution.

  
  

  On the 10th I was told to send receipts, which I sent on the 11th, but I didn't receive a response. I reached back out to ****** at Progress Residential on the 14th for an update, and I received a message stating the case is closed. 

  
  

  There was also talk of a credit, but I do not see that on my client portal with Progress either. 

  
  

  I would not be reaching out, but it concerns me that I've receive a case closed email. Please advise of next steps. 

  
  

  Thanks for all the help thus far. 

  
  

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

  

  Business Response

  Date: 08/23/2023

  Hello ******,
  
  After further review, we will be crediting the 4 nights of hotel stay as per the receipts you have sent in.
  This would leave us with 4 nights you paid out of pocket for the amounts of:
  
  $148.99 - July 31st
  $141.32 August 1st
  $133.13 August 2nd
  $145.95 August 4th
  
  Your previous credits that we agreed with will be applied which will include the 4 days that you were without A/C in the amount of $473.23.
  
  We have sent an agreement form to be signed, please review and sign at your earliest convenience so we can proceed with issuing the credits.
  
  Thank you,
  ******, Advocacy Team
  Progress Residential 

• Initial Complaint

  Date:08/02/2023

  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.

  This home had rodent traps when i moved in and I was not made aware prior to movein. I recently had to fight and call the city on this company because they tried to say i was responsible for the mice and will have to pay for pest control. Ihave pictures of the traps. Finally got them to send someone out and I have the guy on video that work for pest control saying he was the one who put the traps there last yr when the prior tenants lived there. This company knew there was a rodent problem and failed to inform me.the mice are still there and causing problems and i am scared to live there.I recently had to move out because of this and I asked them to allow me to terminate my lease without penalty due to this issue since i have only 27 days left to avoid seeking legal action. They refused, instead offered me small credit. So i am now about to take it to court to recover fees and loss of food and for the stress this has caused. This is unfit/inhabitable living conditions and they knew about it prior to me moving in/failed to tell me. that is breech of contract. They would be better off letting me break my lease because going to court going to cost way more i am not going to stop because this company has been taking advantage of tenants too long. I had issues with Fees but they went back and corrected that. it has been a nightmare renting from this company.

  

  Business Response

  Date: 08/09/2023

  Hello *****,
  Thank you for bringing this to our attention and we apologize for any inconveniences you may have experienced. We thank you for allowing us to investigate this concern for you and coming to a resolution.
  
  As per our records on 8/3/23 it was approved by the Portfolio Operations Director to allow you to vacate the premises on 8/5 and to not charge you from 8/6 through 8/27 being the end of your lease date. 
  
  If you happen to have any other questions and/or concerns, please call us at ************
  
  Thank you,
  ******
  Advocacy Team, Progress.

  Customer Answer

  Date: 08/09/2023

  
  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:08/02/2023

  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 mold which was painted over and I snakes which I have tried to get rid of but they have gotten in the house. I have a 8 yr old daughter who could potentially get bitten.

  

  Business Response

  Date: 08/09/2023

  Hello *****,
  Thank you for sharing your experiences with us and allowing us to investigate your concerns and address them.
  

  We currently have work order J004634734 opened right now to address the water moccasins that are getting into the house, this is set for August 10th from 8am to 12pm. Its suggested as well once they are removed to keep your yard trimmed to discourage snakes from lurking about in the tall grass.
  We will be opening a work order as well to address the *** in the home to ensure your safety as well as its our number one priority.
  

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

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

• Initial Complaint

  Date:08/02/2023

  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.

  I am in the process of a Home to Home transfer. Process began in May of 2023, the home I was supposed to be moving into has been kept from me for unknown reasons. I am currently paying increased rent (mind you, I am still living in another Progress home and I gave them well over a 60 day notice) due to having to be month to month while we wait for the new home to become available. Now that the Progress team does not have a move in date and cannot provide me with one, they are saying that I must pay increased August's rent in full and wait for it to be returned to me after the move out evaluation has been processed. We have gotten zero communication from Progress during this time, I have had to call in every day for an update. Now we are into an entire new month and I am still having to request my own updates. Departments are not talking to each other. I call into Billing and they state that the ************** will be able to provide a convivence to assist due to the move in date being pushed back on Progress' side. But ************** states there is NOTHING they can do. I can't believe a company can run like this. ************** seems to be only team that can view anything going on with the new home but they cannot tell me what is holding up the move in date, stating that there are no project managers and there are no records for them to view. I cannot honestly believe that a company runs this way.

  

  Business Response

  Date: 08/31/2023

  Hello *******,
  
  Thank you for sharing your experience with us and allowing me the opportunity to investigate your concerns for you. We apologize for any inconvenience this may have caused you.
  
  Case ******** has been opened to address your concerns and we were able to confirm that you were properly credited from your previous property (**** Wasatch Valley Ln) and a refund check in the amount of $1,921.44 has been sent to you. We have confirmed that this was received and cashed in full. If for any reason this isnt the case, please contact us at ************ and we will further assist you.
  
  We thank you for your patience while we investigated this for you, for your convenience I have provided you a copy of your old ledger to show the credits being posted and the amount payable to be refunded.
  
  Thank you,
  ******, Advocacy Team 
  

  Customer Answer

  Date: 08/31/2023

  I have not received a refund check or cashed anything. Do you have a tracking number? My mail is currently being held at the local post office since I moved out of the Wasatch Valley Ln home and am waiting to get my new mail box rekeyed. I will be calling in to discuss this and get an understanding of what refund you are referring to. Perhaps you are referring to a refund I received over a year ago about a completely different address but equally as frustrating situation involving a MOLD issue in one of your homes. I expect to  be given legitimate information when we speak again and have my concerns properly addressed. 

  

  Business Response

  Date: 09/07/2023

  Hello *******,
  

  Thank you for your response.
  

  Upon further reviewing, we were able to determine that Check Number **** has been issued on 8/23/23 and was sent to ********************. You, the recipient will have to confirm if the check was reviewed as intended or not, if it hasnt been we need to advise that you reach out to *************************************************** to have our ******* Services team work with you on getting a new check sent to you on a different forwarding address.
  Regarding your concern about using your mailbox, its considered Federal Property, you will need to contact your local post office for assistance with getting into the mailbox, we do not offer keying or rekeying services, once you get in and you can confirm that a check wasnt mailed to you as intended, as advised please reach out to our ******* Services team to provide a new forwarding address.
  

  T**** you,

  ******, Advocacy Team 

  Customer Answer

  Date: 09/07/2023

  I want to make it unequivocally clear that my grievances extend far beyond the issue of the check. First and foremost, I find it utterly unacceptable that your company has provided contradictory information. In your initial response, you stated that the check had been sent in the mail and cashed. However, in your subsequent response to my rejection, you now claim that you cannot determine whether the check was cashed or not. This inconsistency is inexcusable and suggests a lack of internal communication and accountability within your organization. Furthermore, the timeline of events is deeply troubling. The check in question did not even reach the **** until after your first response. As someone who works in a customer experience management role, I am astounded that your company did not ensure accuracy and factual information before responding to my complaint. It is both unprofessional and disappointing to witness such a lack of diligence. While I appreciate your attempts to address the check issue, I must emphasize that my primary frustration stems from the arduous process I have endured in seeking basic information from your company. Never in my life have I encountered such a staggering failure of interdepartmental communication and a complete disregard for customer experience. As customers who fund your company, we deserve better treatment. .