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:08/01/2023

  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

• Initial Complaint

  Date:07/27/2023

  Type:Order 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 have been trying to collect *************** for a property that this company owes and manages. I provided copies of emails sent.

  

  Business Response

  Date: 08/03/2023

  Dear *******-
  
  Thank you for sharing and making us aware of this concern. In case ******** you have been in communication with *****, the Supervisor *** Accounting regarding the outstanding balances. On 7/27/23, ***** stated, *******, this is being looked at. I do apologize for the delay; I need my compliance team to look at this and they were out of the office.
  
  Presently, the Property Compliance Team is working with the *** accounting team to issue payment.
  
  Sincerely,
  *******************
  Progress Residential 

  Customer Answer

  Date: 08/04/2023

  Good morning

  I appreciate the response from Progress Residential, but this would be the 2nd time they asked me to provide them some information and they would send to their accounting department for payment. I would like to keep this complaint open until I get an email confirming they have processed the payment for the requested amount.

  I would like to also make a correction. The email that I received that was mentioned in the response was sent to me on June 27 not July 27. 

  See the content of my email and their response below.

  *******

  
  
  On Jun 27, 2023, at 9:40 AM, *** <**********************************> wrote:
  
  *******, this is being looked at. I do apologize for the delay, I need my compliance team to look at this and they were out of the office.
  
  Thank you,
  *********************;
  
  --------------- Original Message ---------------
  From: ***************************** [********************]
  Sent: 6/24/2023 1:24 PM
  To: **********************************
  Cc: *******************
  Subject: Re: ********** *************** *************************************************************** this email finds you doing well.
  
  Im following up on a request that was initiated by the renter of the before mentioned property back in 2022, with no response. I reached out just short of a month ago to formally provide you the *** information and request the outstanding balances owed on behalf of the renters of your property. I havent been contacted by anyone requesting additional info so I am requesting a timeline of when these monies will be forwarded to us so we can close our books for 2023.
  
  Im sure you can appreciate our attempt to resolve this situation. I look forward to receiving the requested dues, or at least a status by Friday June 30.
  
  Regards,
  
  *****************************, Treasurer ***
  
  cc ***************, President ***
  
  Make Payable to ********** *** in the amount of $164+$145= $309.00, and send to ***********************************************************.  We run dues annually from ************

  

  Business Response

  Date: 08/10/2023

  Dear *******-

  Thank you for the additional response. *******, the *** Accounting Specialist spoke with you on 8/10/23 and confirmed receipt of the breakdown of assessments from 2022 and 2023. ******* has sent request for immediate processing.

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

  Customer Answer

  Date: 08/15/2023

  
  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:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WANT MY SECURITY DEPOSIT, AND LEFT OVER JULY FUNDS, $75 UHAUL RENTAL FEE & $275 MOVERS FEE REIMBURSED TO BE ASAP STOP HOLDING MY MONEY!!! This company are crooks run!!! When I found out that squatters were in house it was about 30 minutes after the time I was supposed to be actually moving in! *** rented a uhaul, taken the day off work from both of my jobs And never reimbursed. They also had 3 days time to tell me before the move in date Cake that there were squats in the home Between Saturday-Tuesday which was July *****th 2023. THOSE FUNDS I LOST, no apology, no call, no email, nothing!!! They would rather me stay in a home they were too busy worrying about me paying $1970 for rent, and $394 for month to month fees KnowingI have trying to move into another home since April and forcing me to become homeless with my kids. As of today me and my children are just that!!! Please give me my money so I can get a place for us and not sleeping in our car!! Im going to tell my story on the news channel, The attorney general etc etc if I dont get my money in full by August 1. Theres so much to tell and not enough space to put it all. Im sick of this place!!

  

  Business Response

  Date: 08/01/2023

  Dear ******

  Thank you for sharing your experience.  *****, the Assistant Portfolio Operations Director contacted you on 8/1/23 and let you know the Move out inspection will be on 8/1/23 and once we receive the charges then we could discuss any compensation and move forward with her refund of her deposit.

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

  Sincerely,

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

  Progress Residential 

  Customer Answer

  Date: 08/01/2023

  
  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, with payment in full I will consider this complaint resolved. And will be willing to delete my complaint at that time. 
  
  Regards,
  
  Abijah ******
  
   
  

• Initial Complaint

  Date:07/26/2023

  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.

  The day I moved in to a progress residential home I smelled mold & asked them to check it out, they sent a guy out who put a dehumidifier in the room for a day & never actually fixed anything. (House still smells like mold) Now fast forward a little bit, my garage door breaks and falls on my $90k Tesla model x, they take 2 weeks to send someone out to fix the door when in their voicemail it says cars stuck in garages are considered an emergency issue. The garage repair man tells me that progress is responsible, I call them they have me deal with insurance for 2 weeks back and forth telling me it isnt covered & progress said they need a letter declaring that insurance wasnt responsible. I send all the information to ******************************* and invoices for the repair. Its been about 2 months now, the account ********************** wont answer the phone or call me back, wont respond to emails, Ive called other employees and they say they cant help because its not their department, when I ask to be transferred and they cant do it. This whole company is a scam, they will get you for every ***** but as soon as they owe you they dont pick up the phone or work with and urgency. Do NOT MOVE IN TO A PROGRESS HOME YOU WILL NOT BE HAPPY!!!! I emailed the pictures about 3 times to them, and somehow they never go through. Just doesnt make sense, seems like they dont wanna cover the damage done to my vehicle from their property.

  

  Business Response

  Date: 07/28/2023

  Dear *****-
  Thank you for sharing your experience. On 10/28/22 you reported odor and possible AMG.Progress sent out and paid for a 3rd party vendor (Fibertek) that specializes in this field on 11/1/2022. They stated, No AMG found. Sprayed biocide for odor control. Tech noted the odor in home is from the residents and not water damage from what he detected.

  On 2/17/23 you reported that your car was damaged from the garage door and the garage door needed to be repaired. There was a 3rd party garage vendor that went out and provided an estimate. Once the estimate was approved and the parts came in the repair was completed on 2/23/23.

  Regarding the vehicle damage, you were advised that you needed a letter from the insurance company stating they will not cover the damages and also photos of the damages.Progress did not receive either and have been waiting to receive these items to move forward. The Account ********************** spoke with you on 7/26/23 and he no longer owns the car and is no longer residing in a Progress home. The case was closed.

  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:07/26/2023

  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.

  Where to begin. We moved in and needed maintenance immediately. They sent two jokers out for a service call who only googled what to tell me, and then they left. I was advised the issues werent our fault so we wont be billed for them. They still wanted to charge $75 for the trip out.. IT WAS THE *** WE MOVED IN. It shouldve been move in ready (WITHOUT needing a service call to fix things.) As advertised. They add mystery fees to the payment portal, and you have to call on a monthly basis to remove them. We pay on time and still accrue late fees because their payment system doesnt reflect to their billing system.Our lease renewal is coming up and they tried to offer a higher rent rate, but advised were in a market decline, so then they were offering to discount the higher rate, acting as though they were offering us a deal.Im in real estate and during a market decline, you would reduce the current leases rental amount for a renewalnot present a renewal with a higher rental amount, then pressure and intimidate me into taking that higher rate, and then pretend to discount it back to my current leases monthly rent amount, when I question it. Thats called extortion.The house has cockroaches, the plants out front smell like pee, and when you call anyone to discuss anything they let you Hold for an hour and tell you how they cant help you when they finally pick up a phone.

  

  Business Response

  Date: 07/29/2023

  Dear ******
  Your move in date per the lease agreement was 9/6/22.

  
  Work order #J003449798 -electrical receptacle not working. Placed on 9/12/22. Scheduled for 9/15/22. Technician records show that they knocked on door, rang doorbell and called you with no response. A missed appointment per the lease agreement is a $75 trip fee. Trip fee never charged to account.
  
  Work order #J003466151 placed on 9/16/22 - leak under kitchen sink.  Technician notated the front of undermount sink seal caused the leak. Sink was resealed- repair completed. Technician noted a new move in and not a resident responsible charge and notated damages/warping under sink not a resident responsibility. Technician addressed previously noted electrical receptacle issue WO #J003449798. Upon testing the receptacle, found to be in working order. The issue may be with the dryer, explained how to troubleshoot using ****** and to reach out to where you got the appliance. You explained the appliances were from somebody else for free and would reach out to them. 
  
  Work order #J003948998 placed 1/27/23 -HOA violation - tree trimming, work order completed. Per the lease agreement, residents are responsible for maintaining landscape from the ground up to 8, landlord is responsible for work needed above 8 or any underground irrigation issue.
  
  The Assistant Portfolio Operations Director audited ledger and found 2 errors, which were corrected within 3 days of the occurrence. Nov. 1st -insurance exemption fee applied and corrected on Nov 4th. June 4th a late fee applied and corrected on June 7th (the tax was credited twice in error on this account).
  
  Pest control is in the lease agreement on what is a residents responsibility and as stated in the complaint roaches are a residents responsibility.
  
  Market rental rates are set based upon market trends and can be negotiated, however as with any negotiation may or may not be acceptable to all parties. 
  
  Sincerely,
  *******************
  Progress Residential
  

  
  

• Initial Complaint

  Date:07/25/2023

  Type:Problems with Product/Service
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at this property for three years. Upon moving in my property had dying/dead plants as well as irrigation issues. This is documented information. I have requested the irrigation system be fixed more than 3 times on separate occasions. During the times they did send someone out I had additional damage done to my irrigation system by the progress vendor such as a water leak. Once again this too is documented information. I have now requested them to come again as the irrigation system is not working properly. Today in ********* it is 112 degrees outside. Progress texted me to tell me to water the plants by hand. Per our lease agreement irrigation is the landlords responsibility not mine. Going outside for extended periods of time during a heat wave is a risk to my health. Progress failing to address this issue is also breach of contract. I'd like the issue resolved instead of being told to do it myself. I work a day job as well as a night job and I simply do not have the time to do the landlords job for them. I previously watered the plants by hand the last few days and felt immensely sick right after. There is a heat warning and it's not appropriate for me to be outside doing the work that my landlord is responsible for.

  

  Business Response

  Date: 07/27/2023

  Dear ******-
  
  Thank you for sharing your experienced and landscaping concern. On 7/27/23 *******, the Account ********************** spoke with you regarding your landscaping work order J004601542. The Vendor ProSeven agreed to try and expedite this job. They are going to try and get a landscaper out there today 7/27/23 and if not, tomorrow the latest.
  
  If you still need our help or have any more questions, please give us a call at 833.PRG.RESS.
  
  Sincerely,
  *******************
  Progress Residential 

  Customer Answer

  Date: 07/27/2023

  
  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,
  
  ***********************