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

  8485 W Sunset Rd Ste 103 Las Vegas, NV 89113-2253

  
• 

  Progress Residential Property Manager, LLC

  5720 W 71st St Indianapolis, IN 46278-1750

  
• 

  Progress Residential Property Manager LLC

  1125 W Pinnacle Peak Rd Ste 128 Phoenix, AZ 85027-1392

  
• 

  Progress Residential Property Manager LLC

  6991 Appling Farms Pkwy Ste 104 Memphis, TN 38133-4736

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:07/25/2023

  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 28 June 2023, for the property ********************************************************************. We vacated the premise the day before, following their procedures. In March/April, a rent specialist from this company contacted me while working overseas as a contractor, asking if I desired to extend my lease. I told them I did not and provided them notice that we would not extend our lease and would vacate the home before the lease ended. Since then, they are still charging me rent and threatening to *** me and my family. We have contacted their customer dispute specialist over this matter. My family is afraid of what Progress Residential might do to us because they are silent despite making every reasonable attempt to speak to someone who could clarify what is going on with our case.Since filing a claim with BBB, they have adjusted my payments. However, they tacked on extra charges. For one, they are attempting to make me pay $600 for a repair that was literally quoted in the charge description as $500. Also, theyve added a 50-day no-notice charge of $3221.36, even though I gave over three months of notice. Even though Progress Residential attempted to resolve my dispute for the late charges, demand letter, month-to-month payments, and rent for July, their payment system is still billing for those exact charges. The itemized deduction list they provided quotes me at $2944.76 but does not provide an itemized list of whats being billed. As stated, their payment website quotes something utterly different than the deduction letter. My desired resolution is to resolve my dispute for the late charges, demand letter, month-to-month payments, and rent for July they are attempting to bill me with according to their payment website, in addition to removal of the no-notice free, and reduction of the $600 repair charge to $500 as it literally stated in the item description.

  

  Business Response

  Date: 07/27/2023

  Dear ****-

  Thank you for sharing your experience.  ******* Services emailed you on 7/27/23, stating, " The amounts being reversed is in fact itemized on the DocuSign resolution agreement, you may not be reading it entirely, in regards to the Insufficient Notice charge oral notice is not accepted under any circumstances, we will make an exception in this case and reverse 50% of the Insufficient Notice charge as a courtesy, a new DocuSign resolution agreement with an itemized list of all charges being reversed will follow this email for each lease holder to sign, once completed the adjustments will be made." You emailed back that you accepted this response 7/27/23.

  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:07/23/2023

  Type:Sales and Advertising 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 signed a lease with all parties got to my home could not get in they said I had committed fraud. I went in person they still were saying otherwise. I even showed up during business hours & had permission to move in & I never did. They took my money said I committed a fraudulent act & no resolution as to where my money is or what fraudulent act did I commit & why was they not able to catch it before I signed a lease. Progress reposted the home in less than a hour for $5 cheaper than what my lease indicated.

  

  Business Response

  Date: 07/28/2023

  Dear Billtoria-

  Thank you for sharing and I am sorry to hear about your application experience. Your lease application has been denied because certain information that was provided with your application was not verifiable. For more information about our application requirements, please visit our website, www.rentprogress.com.

  
  If you have any questions, please email our Security Team at **************************** and one of our Fraud Investigators will follow up with you.

  Sincerely,

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

  Progress Residential

  Customer Answer

  Date: 07/28/2023

  I was told several different reasons. I was told the holding fee was not accepted in the beginning due to a glitch in Progress Residential system. 

  

  Business Response

  Date: 07/28/2023

  Dear Billtoria

  Thank you for additional information and I am sorry that you have had some miscommunication.
  
  Please email our Security Team at **************************** and one of our Fraud Investigators will follow up with you.

  Sincerely,

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

  Progress Residential

• Initial Complaint

  Date:07/22/2023

  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 called Progress Rental on July 17th ********************************************* one of there propertys. I representative I spoke with was nice and answered all my questions that I had before submitting an application. I told the rep that I have a voucher, my voucher size is 2 bedroom but my housing authority informed me that if I found a place within my price range and it is above the voucher size I was able to lease that unit if the property manager agrees. The lady informed me that it was fine as long as the amount covers the rent everything would be good to go. I called back on July 21st 2023 because I had my app fee along with holding fee ready and was ready to complete the application, i called to confirm again what the first rep told me. Again the ladys assured me this was fine I was able to lease along as the voucher amount overs the rent. I place my application. Within a few hours I get an email saying to complete income verification. I did that. The next day .. today 07/22/23 I get a text letting me know I have been preapproved. I called to get the deposit amount for the property. Then I was informed my application has been canceled due to my voucher size. This is something I have confirmed TWICE. They can pulled the conversations and listen to them. Now Im out of 50 and have to wait 30 days to get my holding fee back. This is not okay. Educate your reps because I dont have money to have tyde up like this over something that could have been prevented. They dont even have 2 bedroom houses so why would I submit on a house knowing I wouldnt be approved. This is not fair.

  

  Business Response

  Date: 07/24/2023

  Dear ******-
  
  Thank you for sharing your application experience. I am very sorry that you had some miscommunication in regards to applying for a home with Housing Choice Voucher with approval for two bedrooms. Due to not all Housing Authoritys having the same policy on bedroom size being allowed to upsize if the rent falls within the lesser sized homes rental amount allowed, Progress has a general policy that we only accept like for like for Housing Choice applicants. I apologize for the confusion. Link:*****************************************************************;
  
  Additionally, the preapproval email  is for the screening portion only, not the overall application package decision.
  
  We have received approval to refund your holding fee and application fee. Please allow ***** days for processing and mail time (if applicable).
  
  Sincerely,
  
  *******************
  Progress Residential

  Customer Answer

  Date: 07/24/2023

  
  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:07/22/2023

  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.

  Our house has been without AC for over 2 weeks. We went through the proper channels for submitting a maintenance request. ********* came out, said there was nothing they could do, contractors would reach out to fix the **** unit. They never called. So we submitted another service request. Didnt hear anything. Called emergency maintenance, as our house reached 85 which is plenty to give our dog and cat heat stroke. Still no one called. Called again, still no one called. Its been over two weeks with our house averaging a temp of 83, even at night with three fans and a portable AC unit running. Gets as high as 87 at times. This company could care less about their tenants. Because the house is structurally okay, they see no reason to fix this problem and just keep blaming the contractors. GET BETTER CONTRACTORS. Its peak summer season in *********, air conditioning isnt exactly optional.

  

  Business Response

  Date: 07/26/2023

  Dear ***-
  Thank you for sharing and I am sorry to hear your HVAC experience.Work order J004564024 was created 7/12/23 and on 7/18 the technician found that the unit was frozen at the air handler.  You were provided a portable unit in the meantime as the unit is still under warranty and the vendor ****************** came to the home and repaired on 7/24/23.

  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:07/22/2023

  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've had numerous repair guys come in and not fix anything. They finally get contractors come out to fix a problem. One maintenance guy broke a gfci that I have sent pictures and complained about. I have 5 recepticals not working for the 3rd time, I had to fix my own aur conditioner after they sent 3 guys out. This place constantly screws their tenants and wants to raise rent. That is crappy considering I'm fixing their property and still paying all this in rent. Something needs to be done about how this company is run because it's pathetic, and I shouldn't have to fix a new problem in this house every week. You can obviously tell them didn't prepare this house before move in because of incomplete pain etc... I just want this stuff fixed.

  

  Business Response

  Date: 07/27/2023

  Dear ******
  Thank you for sharing and I am sorry to hear about your experience. *******, the **************** Coordinator contacted you on 7/26/23 and confirmed the concerns you had have been resolved.
  
  I am very sorry you had a repair scheduled and the technician did not come in to complete the work. Due to this inconvenience, the market will be offering you a $300 credit towards your ledger.
  
  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,
  
  *****************************
  
   
  

• Initial Complaint

  Date:07/22/2023

  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.

  Progress Residential Property Management LLC has consistently neglected to provide timely communication of repair efforts of emergency essential home resources, to include, air conditioning repair, refrigerator repair and stove repair. In 2022 our air conditioning unit began malfunctioning and it took over 60 days for repair. Currently, we are dealing with refrigerator, stove, and yet again air conditioning issues. The refrigerator and stove issues were reported over 30 days ago. Both have yet to be repaired. Our air conditioning issue was reported six days ago, and we have not been given an update on planned repair. I'm afraid it will take another 60 days or more as it did in 2022. It is too hot for my family to be without air conditioning in the home that we live in, pay rent faithfully on time, and take care of with pride. Lack of air conditioning and a refrigerator are emergency health issues. I do not understand how this company is allowed to operate this way. Please help.

  

  Business Response

  Date: 07/27/2023

  Dear *******-

  Thank you for sharing and I am sorry to hear about your experience.  Below are the work orders and their completion dates:

  Refrigerator - J004593463 - 7/20/23 called in- 7/24/23 completed
  Stove J00454489 7 7/7/23 called in - 7/25/23 completed (part ordered)
  HVAC - J004593423 - 7/20/23 called in - 7/24/23 completed

  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:07/21/2023

  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 Sunday July 16th late in the evening I realized my stove and oven were not working as I was trying to prepare dinner. I assumed it may have been a glitch so I woke up Monday morning to check again and the stove and oven still were not working. I contacted Progress Residential Monday July 17th early morning to ask that an emergency maintenance request be submitted because I needed to be able to cook for my my family which include three children. I was told a work order was submitted. I called back Monday July 17th in the afternoon to follow up and was told a worker had been dispatched and that they would contact the worker to contact me so I knew when they would arrive, I never received a phone call. I then woke up Tuesday morning called again to follow up and was told a email would be sent to the ************* and heard nothing. I submitted an additional service request via online Tuesday July 18th and have heard nothing. I have called progress residential every day multiple times a day from July 17th up until today July 21st. I have not been contacted or followed up with by anyone working for this company. My stove and oven are still not working as of today July 21st. I have no status of when my stove will be working and have had to spend an unnecessary amount of money on food because of this huge inconvenience.

  

  Business Response

  Date: 07/24/2023

  Dear Daja-

  Thank you for sharing your experience regarding your stove.  Our records indicate that the stove was repaired on Friday 7/21/23.  ************ were replaced and the stove is now functional.

  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:07/21/2023

  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.

  We moved into the home March 1st. Since day 1, we have had issues. Getting a hold of maintenance is almost impossible. We continue to lose power in the home and they do not deem that an emergency when we request maintenance to come out and check it. ********** has been broken since move in as well and 5 months later, we are just now receiving a new one. We had made multiple attempts to get this resolved sooner but nobody was ever able to give me a straight answer. Today, we received the new dishwasher but they were unable to replace it due to the wiring being a fire hazard and extremely dangerous if used. We now have an electrical issue. Both have been reported and nothing has been done. We also lose power in the master bedroom/bathroom. The electrical outlets go out all the time. Lose power throughout the house. I am 8 months pregnant and this is all a safety/health hazard.

  

  Business Response

  Date: 07/27/2023

  Dear ****
  Thank you for sharing and I am sorry to hear about your experience.According to our records we are showing work order J004476621 was completed on 7/25/23.

  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:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is not for resident. Work orders were placed since I moved in this home January 2023. And not fixed properly . The toilet slides whenever we sit on it bc its lose & running. The garage door only opens with the ************* have to close it from inside after being fixed. The garage disposal still doesnt work after being replaced. I even texted the guy the same day & told him . The sliding door keeps coming off the track since day 1 - that work order was skipped over . The fire detector are hanging from the high vaulted ceiling. The ** has been broken since yesterday at 6pm . No one has called nor confirmed my emergency. This house is a money pit & falling apart on its renters. The hotel coordinator was rude & chose the cheapest & smoker hotel that I refused as he tired to forced it on me just to save a good face for the company - even after I explain to him my sun has chronic ************** not a good hotel . I am from this area . You guys are looking at pictures on a computer states away. Then whenever the maintenance guy comes today between 1-5pm unsure on why its evening Appt for ** Emergency in *******!! its then not guaranteed my repairs will be done bc of parts and hes coming late in the day. The entire unit has shut down . The control panel & the taped up unit in the back yard that you guys put together as a cover up prior to our move in. I work full time from Home! So instead of someone calling & speaking with me as a professional. You guys want to email me notes thats you reviewed. This is very unprofessional & not acceptable for consumers safety or concern. I am 7 months pregnant, I have senior , a ************** living in inhabited home bc the business owners refuse to just listen to help vs telling me what they think is going on and whats best from people in a call center. The temperature is in heat warning and no one seem to care until rent is due on the first. It seems that my family safety or health is being not considered.

  

  Business Response

  Date: 07/25/2023

  Dear ********-

  Thank you for sharing your experience. The Assistant Portfolio Operation Director reviewed the work order history.  Progress replaced the garage door opener,garbage disposal, and the toilet, all completed within a timely manner.  There were no additional follow up work orders.  after the completion. If there is an issue after something is deemed to be fixed, then Progress will have to be notified so we can go back and correct the issue. Especially if something is replaced brand new as it will usually have a warranty. For faster service you can go to our website and submit service requests (Link: **********************************************************************************).

  There were no work orders submitted for the sliding door and the smoke detector, nor were they listed in the move in report.  The Assistant Portfolio Operations Director went ahead and submitted work orders for these.
  The recent AC issue was reported afterhours on 7/19 around 10pm. ************* booked a room based on the location of the home. The hotels that ************* books for residents afterhours are vetted in our system.They must be at least 2 stars and higher and nonsmoking. If there was an issue (smoke smell) with the room received, then this must be brought to the hotel's attention. The hotel booked, La Quinta, states online it is a 2-star hotel and a smoke free property.

  The AC needed a part, and this was ordered and installed on 7/21 at 10am. Progress strives to get emergency work orders completed in a timely manner, but parts needed to fix an issue could cause a delay as in this case.

  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:07/20/2023

  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.

  PROPERTY NEGLICENCE The house we are renting has not been keeping up with maintenance which includes broken floors due to a water leakage that was never fixed and just came to replace a floor on top of the wetness. Which over the months the floor has been completely tearing up which has me tripping in the kitchen. Mold under the home. Sewer tank was dug out but never cleaned. It has been 8 months and it still hasnt been cleaned but yet we still have a hole outside with caution tape around that anybody can fall in and get hurt. They tried moving us into another of their rental properties but have yet to move us. We had someone working with us showing us homes but have stopped responding to any of our text messages since every home we chose they wouldn't put it on hold and someone else would come and get the property instead of us. They are even asking for MORE money even though we are moving due to them not taking care of the property when we have emails asking them to come out for maintenance. Rent has went up as well but yet have not fixed any of our issues. Every time we call no one responds or even gives us a call back. We have tried everything.

  

  Business Response

  Date: 07/26/2023

  Dear ******-

  Thank you for sharing and I am sorry to hear about your experience. *****, the Assistant Portfolio Operations Director called and spoke to ***** on 7/26/23. She has placed service requests for the maintenance concerns that were discusses and reached out to the Service Manager.

  If you still need our help or have any more questions in the meantime, contact ***** or please give us a call at 833.PRG.RESS for assistance.

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