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:08/03/2023

  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. .

• Initial Complaint

  Date:08/01/2023

  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 woke up getting ready to go out to work on Saturday 7/29 and noticed my garage door would not open. I went through the process of trying the red emergency cord, however due to the tension cords and spring being impaired, It did not open. I utilized the emergency maintenance number for progress residential due to having your car stuck in the garage and unable to open is considered an emergency with Progress. A work order was created and I was notified that someone will contact me shortly on an ETA. After 2 hrs went by I contacted them again and informed them that I have not received any calls. After 2 additional hours past, I contacted the contracted on call company myself, no one answered several times. I made a total of 4 calls to address this emergency all the way until 5 pm when I noticed no one was coming or going to call me. AS a result, I contacted a company that was already on the garage door, and ensured they were also part of Progress residential's contract emergency tea before I allowed them to proceed. They only had a date of Sunday first thing in the morning so I could go to work and not miss a second day. I took A1 garage service for the repair. I contacted progress residential while they were here due to the repair requiring new spring and tension wires to open, It was also priced at $750 and I had to pay immediately in order to leave the house or I would have missed a second day of work. The company originally called by progress who did not respond to tell me they were not available, called me Sunday to tell me he could only come Monday between 3-4 pm to check it out. This was too late so I made the payment. I asked Progress to give me the $750 credit from rent since I provided the invoice and since rent is due, and they are telling me they have to see if they can reimburse me for a critical repair that was necessary for me to leave the house and get water as well as work. I want my $750 credit by 8/5 so I can add it to rent I have no more money.

  

  Business Response

  Date: 08/04/2023

  Dear *********-

  Thank you for sharing your experience. On 8/3/23 ******, the Assistant Portfolio Operations Director sent the below email:

  "My name is ****** and I will be assisting you with your requested credit for the garage door repairs.  While I cannot guarantee any credit will be approved and applied to your account by your specified date of 8/5 as with any investigation it can take up to  14 days to complete.
  
  In the meantime l would like to suggest that you proceed with making your rent payment minus the $750 in question today as rent is due on the 1st and considered late on the 4th regardless of any credits pending.  This will show your intent to pay timely should any late fees be applied to your account so that I can address that should it be an issue.
  
  I thank you for your patience as I work to resolve this matter on your behalf."
  
  Please respond to ****** with any question or concerns that you may have.

  Sincerely, 

  ****** Ady 

  Progress Residential

• Initial Complaint

  Date:08/01/2023

  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.

  On 6/6 the *** in my neighborhood did property inspections and apparently took a photo of the side of my house stating we were out of compliance due to weeds.The photo (attached) is a horrible picture where you cant even tell what youre looking at, however there were no weeds. They took a photo of a **** on the side of my home which grows at the base of a tree. I rectified this by contacting the *** directly and submitting a color photo (also attached) that clearly shows no weeds. My wife also uploaded the photo proof to Progress Residentials resident portal for violations, as well as someone from progress residential even sending us texts messages (7/1) saying this would not be charged and apologizing for the mixup. Fast forward to today 8/1 when rent is due, the *** department at progress has deemed that this fee will be held up (even after they said we didnt have to worry anymore) and we would be charged a late fee if we didnt pay it today. This is extremely predatory.We have gone back and forth on the phone today with them and even had a supervisor (or so they said) tell us that they dont understand why this fee would be applied either. Our lease DOES state that any notices from the *** even if just a warning, will be charged a $45 fee, however, when the *** has sent incorrect warnings in the past, we have been able to resolve it and not be charged a fee for something we did not do.Team Lead *********************** and *** associate *******************************,have both basically completely ignored everything my wife and I have explained to them, as well as their own other associates that tried to help us to the point of even notating our account (supposedly) that we should not be charged this fee and it should drop off. My wife and I had to clear our work schedules for the day and call out to deal with this this morning to ensure we werent charged a late fee.Photos will not downsize. Please email me so I can send the photos alongside

  

  Business Response

  Date: 08/07/2023

  Dear *****-

  Thank you for sharing your experience.  One 8/1/23 *****, the Property Compliance Team Lead emailed you stating, " I wanted to inform you that we will be crediting your account for the $45 admin fee for V-392874, weeds. I am sorry for the run around that you received regarding this matter. I wanted to go over some items with you so that you do not run into this issue in the future.
  
  The $45 fee reflected on your resident ledger is our admin fee for processing violations. This fee is not determined based on completion of curing the violations. It is added to each violation we receive from the **** For more information regarding *** fees/fines, please reference Sections 5.5 & 7.4 (a) in your lease. This fee is a Progress Residential fee, not an *** fee. So the *** was saying there was no fine, but that is because they were referencing to their end of the documentation. We have a separate charge, that is listed in your lease, for processing." She further explained the sequence of events and apologized for the miscommunication you received.

  Additionally she emailed you on 8/1/23 clarifying, "The $45 credit has been applied to your ledger. I have posted a snip-it for you to see as well. Like mentioned before, you still have the one-time courtesy credit available to use if you ever need to use it."

  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:08/01/2023

  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 a tenant of Progress going on 3 years and from day one every few months they are out servicing the **** system. Tuesday 07/25 the air went out, ******* came out and said he had to change the motor. He came back and installed and then said the unit needed new blades and try not to use the ** even though it was over 87 in the unit. Wednesday 07/26, *** shows up with no direction and empty handed. I called early Wednesday morning letting Progress know what was needed because the do not read the notes or dont keep good notes. I asked them to come early in case we ran into any problems. Well *** didnt arrive until 5:00pm and said he wasnt aware of the blades but said he would return Thursday 07/27. No call no show, I called in and Progress stated a vendor would come out. This guy comes and tried to fix the blades and they were in fact working from 4:30 Thursday 07/27 until Friday night when I noticed the house was 90 degrees. I called back and Progress stated they would get a hotel for me as we are now headed into the weekend and apparently Progress doesnt have a 24 hour real emergency maintenance team. I get the hotel information from Progress and show up and the worker at the hotel informs me that the card Progress paid with declined and I would need to swipe my card. I stepped away to call Progress and was told by two different Progress reps that someone would call me back well needless to say it is now 2:55 AM and no call back. I was unable to pay over 700 for a weekend stay so I went back home to 90 degree weather. This has been the most traumatizing situation I have ever had to deal with and Progress has no sense of urgency. I am now incurring extra expenses because I cant cook in the house.

  

  Business Response

  Date: 09/06/2023

  Dear *******-
  Thank you for sharing your experience. Work order J004609618 for the **** was called in on 7/25/23 and completed on 7/28/23. On 7/31/23 you called and stated that the unit had stopped working and you were offered a Hotel stay while the unit was being scheduled for repair.

  Energy Services had to replace the unit on 8/8/23.

  ******, the **************** Coordinator emailed you on 8/8/23 regarding your utilities stating In order to move forward with your request, you must contact your provider directly (all water, trash,sewage, and gas is through Conservice), in request of a consumption report outlining your usage during the time of your maintenance issues.
  
  For electric...
  Once you have obtained the consumption report from your electric provider, please forward the information either in direct response to this email or to ******************************************* with the subject titled "Utility Credit Request"
  This process does take some time to resolve. Should you not see any changes to your account by the next billing cycle please feel comfortable in reaching out to one of your billing account **********************
  
  There is no record of receiving the information for utilities.  Please respond to ****** and provide what was requested so that they may review it.
  
  Sincerely,
  *******************
  Progress Residential 

• Initial Complaint

  Date:07/31/2023

  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.

  As long-standing tenants at this address managed by Progressive Residential Property Management, my family and I have experienced a series of distressing events. On 07/24, we were subjected to an in just eviction from our rental property. Despite our attempts to communicate with the company through phone calls and other forms of communication between 7/21-7/24, their office representative, *************************, has consistently avoided any contact, which is both unprofessional and exacerbates the situation. Furthermore, the property management failed to provide us with a written seven-day notice of eviction, as required by law. This lack of proper notice only adds to the injustice and demonstrates Progressive Residential Property Management's disregard for the rights of their tenants. To compound the situation, when we tried to submit the rental payment as per their instructions, they insisted on sending the check to their corporate office out of state, instead of allowing a same-day electronic payment option. In good faith, we complied with their request and sent the payment via a cashier's check, as per their guidelines. However, to our dismay, Progressive Residential Property Management rejected the payment, which was sent overnight with a signature requested and was confirmed to have been received on 07/24/2023, at 12:54 PM. What is even more concerning is that the rejected payment, despite being rejected by Progressive Residential Property Management, has still not been returned to us. Moreover, ************************* has ignored my inquiries about its whereabouts, leaving us in a state of financial uncertainty and added distress.

  

  Business Response

  Date: 09/01/2023

  Hello *****, 
  

  We apologize for the frustrating experience
  

  "Per ****** law a 3rd party process server is used to post the 7 Day Notice at the property. This notice is normally posted on the garage door or the front door, either is acceptable under the law. It is possible that the notice blew away or was removed by a passerby or other persons affiliated or not affiliated with the property. As part ****** Revised Statute (NRS) the notice must also be mailed to the residence. When our attorney submits the eviction filing to the Court, they are required to provide an Affidavit of Service for the posting of the notice as well as the proof of mailing. If these items are not received or are in any way incorrect or incomplete, the eviction would be denied. It is company policy that the payment received to cure an eviction is received in certified funds. The resident would need to ensure that payment was received prior to a lockout. The resident was in eviction status in April 2023. Prior to a lockout, the Constable will post a Order for Summary Eviction on the door. We were advised by the Constable on 07/24/23 that the lockout would occur on 07/24/23 at 10:45am. This means the resident received the notice of their door on 07/20/23 they mailed their payment on 07/22/23 with the understanding that the payment would be delivered on 07/24/23 by 6pm. Being aware the eviction was occurring on Monday and you opted to mail it versus delivering to the office first thing Monday morning. The Market was unaware that a payment had been mailed or that the resident had been reaching out to Corporate only a memo pertaining to that eviction was on 07/24/23 when the eviction was already in process or completed. Delivery confirmation verified delivery was signed for at 12:54pm 07/24/23. Our team was onsite with the Constable completing the eviction at 10:40am."
  
  Please allow us some time to look further into the refund for the check that was sent. 
  
  Thank you, 
  ******

  
  

• Initial Complaint

  Date:07/28/2023

  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 ******** lived at a Progress Residential home for the past year (2022 - 2023). Dealing with this company was awful from the outset. We were denied entry into the home despite having a signed lease, paid security deposit, and paid first month of rent. Sitting in the hot Georgia sun for eight hours was not what I had wanted to be doing after driving 15 hours across the country in a truck with three crying cats. We eventually got into the house, but it took several hours of being passed through department to department because it seems that no one on the phones is ever able to help you with your complaint. Occasionally the employees would just hang up on us, which would lead to more time spent calling. It felt like a pointless venture. Actually living in the property was okay unless you needed any kind of maintenance done. They fixed maybe two issues ************** door) out of the several that we lodged with the company. The real pain began as we grew closer to moving out. As per our lease, we were supposed to met with someone to walk through the house & discuss what needed to be cleaned/fixed prior to moving out. This never happened. We were also supposed to receive documentation regarding move procedures, including a checklist. We also never received this. We went to great lengths to clean that house including fresh coats of paint and a professional cleaning. Despite this, we now find, a couple of weeks after leaving, that Progress is trying to charge us for another professional cleaning ($275) & a several hundreds of dollars worth of painting ($800). We have photographs taken before & after us living there, and their indistinguishable. We've tried getting in touch with Progress to discuss the charges, but we're again being passed around the departments. The one department it seems that could actually help us is no longer reachable by phone (I suspect this change was done to further stiff their tenants). I could not in good conscience recommend this company.

  

  Business Response

  Date: 08/02/2023

  Dear ***********-

  Thank you for sharing your experience.  ***** in ******* Services emailed you on 8/2/23 the below message:

  "Ive completed the research into the charges in question.  I would like to thank you for your time during the duration of this review. We truly appreciate your patience and care deeply about your concerns. After reviewing all information on your account, please see the results below.
  Interior Cleaning - Washer hoses Remove *****- Reverse
  Interior Paint 600.00- Reverse, photos do not substantiate fee
  Insufficient Notice fee $2,232.32- Reverse,30day not 60day notice required
  Refund- $2,842.32
  New address:*********************************************************
  Refund 1= Request refund re-mailed to new address $626.54
  Refund 2= Request refund mailed to new address $2,842.32
  Please allow 7-14 days for delivery via ****
  DocuSign Agreement
  I will email you a Resolution Agreement via DocuSign.  
  The agreement states that I will be reversing the charges above, and will request a refund check to be mailed via **** to your forwarding address in the amount of $2,842.32, up receipt of your signatures on the DocuSign agreement.
  *Please note, if agreeing with this proposal, we will not accept any further disputes on this account."

  If you have any question or concerns please respond back to ******* email.

  Sincerely,

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

  Progress Residential