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:07/20/2023

  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 was a resident at ********************************************************************* from 06/27/22 to 06/28/23. I had a security deposit of $2250 that was due back to me. I left the home in pristine condition, paid my rent on time and left the home when I was suppose to. I received my refund of $155.27 and was charged an insufficient notice fee of $2262 and to my understanding, I was not suppose to be penalized at all. I was doing an end of lease transfer with *************************. I originally contacted ****** back in April but in order to avoid paying any fees, I was advised to wait until a month of my lease expiring, 05/26/23, to do an end of lease transfer. We started the process on 05/31/2023 after I found a home. ****** informed me that the home wouldnt be ready until the first week of July and we set the move out date for 06/28/23. The house ended up being ready about 2.5 weeks early and I told ****** I was not going to have the money ready in time and that Id have to cancel. I asked her if this would affect my refund and she said it wouldnt because I gave enough notice. She told me I still had to move out, which I did on time. I have every email I sent ****** and you can check her calls since theyre recorded of me asking her this. This is extremely upsetting for me as I have always paid my rent on time, I left the home on time and I left the home in a pristine condition. Why would I basically forfeit my entire security deposit? Times are entirely too hard to keep someones entire security deposit. I need this situation rectified immediately as I was given misinformation. Had I known this was going to be a problem, I would have done things differently.

  

  Business Response

  Date: 07/21/2023

  Dear *****-

  Thank you for sharing your experience.  ******************************* emailed you on 7/20/23 advising that they reversed the fee and requested a refund in the amount of $2,262.58.  Please allow **** days for processing and main time.

  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: 07/21/2023

  
  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:07/19/2023

  Type:Product 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.

  Just moved into house on beginning of May this year and Ive maker still doesnt work. My wife and I have called and left emails several times. They email stating they will be at house and we take off work to be home and wait for tech and its always a no call no show. I have been by the ***** location to talk to someone and they asked me if I had an appointment. They keep opening up work orders and then closing them. We get emails of the status changes. We continue to buy bags of ice. We are paying to dollar for this house I expect top dollar service.

  

  Business Response

  Date: 07/21/2023

  Dear *****-

  Thank you for sharing and I am sorry you have had a frustrating experience with getting your ice make repaired.  The Assistant Portfolio Operations Director has communicated to me that a Service Technician was at your home on 7/21/23 and determined some additional parts were needed for the ice maker. The parts have been ordered and are estimated to arrive on Monday. Once the parts are in, the service department will schedule with with you.

  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:07/19/2023

  Type:Order 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 a progress residential property In November 2021. I love the home however they are failing to maintain the swimming pool. In my lease it states that I have to pay $125 for the pool maintenance every month with my rent. In my lease it states that they will have the pool cleaning weekly and that has not happened at all. I asked them to cover the pool during the winter and they refused to cover it. I have made several work orders for this pool too many I cant even count! I have been in communications with ******* shes a sweet lady however nothing has been done. Progress refunded me $750 reimbursement however thats only for 6 months when it has been longer than that. You still owe me money. As of today 7/19/2023 the pool is not clean its green and nasty looking. I have had to cancel family dinner and bbqs because of this who wants to look at a dirty pool while playing in the backyard. Im doing this complaint to hopefully come up with a resolution before I have go any further. Its terrible that I have to honor my lease but they dont! If I dont pay my rent they will evict me but when they dont hold up their end or the bargain Im supposed to be okay with that! Not fair to me I work hard to pay my rent every month and I should be able to use the swimming pool that Im paying for! Its summer and I havent be able to swim in the pool yet.

  

  Business Response

  Date: 07/25/2023

  Dear *******
  
  Thank you for sharing and I am sorry you have had difficulty with the pool service at your home. The pool company is schedule to be at your home on 7/25/23 to clean the pool. The market will be reviewing the previous pool service for proof of coverage and if there is a need to extend any addition reimbursement for the pool service fee.
  
  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: 07/25/2023

  Hello ***** thanks for responding to my complaint. You said that I am scheduled to have the pool serviced on 7/25 which is today and no one has came to my home it is now 4:38 pm. I would be glad for you to review my account because the $750 that was refunded to me is only for 6 months and thats not the correct amount the pool havent been serviced in almost a year. Also my water bill has increased due to to me having to fill up the pool when the liner was replaced I need to be refined for that as well. To make things easier for both of us you should just remove the $125 recurring pool fee off of my billing. Every time I hear from you all, all I get is Im sorry and I still dont see nothing being done. If you are genuinely sorry I would see efforts being made towards making this better and I havent seen it.

  

  Business Response

  Date: 08/04/2023

  Dear *******-

  Thank you for the additional information.  On 7/28/23 the pool vendor came to the property and serviced the pool.  The Assistant Portfolio Operations Director called you on 7/31/23 to confirm and you stated the vendor came but the pool was still not clear.  The Assistant Portfolio Operations Director called on 8/2/23 and on 8/3/23 to confirm if the pool was clear and everything was corrected.

  Please call the Assistant Portfolio Operations Director to confirm the pool condition and any other questions and concerns that you may have.

  Sincerely,

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

  Progress Residential

• Initial Complaint

  Date:07/19/2023

  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 submitted paperwork **** letter) for a refund for pet deposit. It has been almost 2 months without a response from them. I have also submitted a request to have the septic tank repaired. Someone from the company came out and advised the tank is full. He said someone will come out on last Friday to fix it. No one showed up. I received a message from a company saying they were needing a good time to come by. I replied however the company showed up while I was working and unable to open the gate, they left. I have not received any information on when they will return. My problem is Progress Residential never contacted me to advise of the name of the company coming to my home. They have a horrible communication problem.

  

  Business Response

  Date: 07/25/2023

  Dear ****-
  Thank you for sharing your experience. On 7/11/23 the lease administration department responded with the following, Thank you for your request with the *** letter attached for the pet ******* The pet ****** has been marked as an *** on the lease. We have stopped the pet charges accordingly. Unfortunately, we cannot proceed on credits of pet charges.
  
  On 7/25/23 ******, the **************** Coordinator contacted you to discuss your concern with the septic tank and provided you with the vendor contact information. She additionally contacted the Service Manager to get a status of work order J004564967 for you.
  
  If you still need our help or have any more questions, please contact *************
  
  Sincerely,
  *******************
  Progress Residential

• Initial Complaint

  Date:07/18/2023

  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 applied to rent a property through progress residential and had nothing but issues from the start. I submitted the application and paid a total of $350 for the application fee of $50 each for 2 residents and a holding fee of $250 which was stated to be a refundable fee if we decided not to move forward with the application. The next day I saw that I had two charges for $350 from Progress Residential. I contacted them immediately to get refunded for the double charge and also to inform them that we wanted to cancel our application and get the $250 holding fee refunded. I sent an email (to which I received no follow up) and also called and spoke to someone directly about getting the refund for the application fee as well as a refund for the double charge. I was told that the double charge must have been a computer glitch because they could not see it and I was told to do a chargeback with my bank. For the $250 holding fee refund, I was told I would receive it but would have to wait 30 days for it to arrive. I asked for something in writing to confirm that I would be receiving the refund and was told that they didnt have anything in writing that they could send me but 100% I would be getting a refund. I called back a second time to confirm, and was again assured that I would be getting a refund. The 30 days have now passed and I have still not received a refund for my holding fee. I have reached out multiple times via email to their customer care address and the cases are always closed with no response beyond the automated case number generation email.

  

  Business Response

  Date: 07/19/2023

  Dear *******-

  Thank you for sharing your experience.  I am attaching your ledger for review.  It appears that there were two payments made, but one of the payments NSF's.  We will be crediting back the holding fee minus the $40 NSF fee.

  Prior to processing we will need a current address to send the check to. 

  Please response with address so that we may finalize this promptly.

  Sincerely,

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

  Progress Residential

  Customer Answer

  Date: 07/19/2023

  I do not agree that I should be responsible for the *** fee, as I was directed by Progress Residential to complete the chargeback with my bank because they were unable to see the double charge. The *** fee should have not occurred on the first place as it was an error in your software which resulted in the double charge. I would like a full refund of the $250 holding fee as I communicated with your company in a timely manner and followed the instructions provided to me by a company representative.

  

  Business Response

  Date: 07/20/2023

  Dear *******-

  Thank you for the additional information.  I was able to get Accounting to removed the $40 NSF charge, however we still need your current mailing address.

  Please respond with you current mailing address and I will attempt to contact you in another way as well.

  Sincerely,

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

  Progress Residential

  Customer Answer

  Date: 07/20/2023

  
  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 have provided my address to the business as requested for my refund and I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/18/2023

  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.

  Hello, We rented from Progress Residential for 3 years starting ******* 13, 2020 and ending our lease June 4, 2023. We moved from ************, site unseen. The home was in such bad shape upon move in that Progress agreed to having the floors replaced in February 2020. The previous tenants had animals that had urinated all over the baseboards and trim around the doors. To the point of the boards being warped and the doorframes swelled and busted open. The smell was so terrible that the leasing agent had the windows open when we arrived. It was ******* in *******. It was freezing. After complaints and managers coming to the home to witness it for themselves, they agreed to replace the floors. When the vendors ripped out the carpet, they damaged the walls. The carpet had been stuck to the walls and the paint ripped off the walls when they tore out the carpet. We have photos documenting all of these problems. When we received our final move out statement from Progress, there were two charges: $125 late fee and a $1765.30 fee for painting the whole interior. We do not know what the late fee was for. Our payment history will show we were never late on any bill from them. Not once. Because of these charges, they said they were keeping our deposit and we needed to mail them $436.34 to make up for the rest. I disputed the charges on 6-29-23. On 6-30-23 they emailed back and asked for the exact amount being disputed and the exact charges as seen on the invoice. I responded the same day with the info and havent heard a word back from them since. I have emailed three more times and called. When I call I am told the only way to handle disputes is through the email that I have. I cannot get a response from anyone. I would like my deposit back. Any help resolving this is greatly appreciated. I have attached a small Portion of the photos showing move in damage from pet urine as well as paint damage. I cannot send the horrible smell accompanying them, unfortunately.

  

  Business Response

  Date: 07/19/2023

  Dear *****-

  Thank you for sharing your experience. After ******** Services reviewed you account and provided the below response:

  "After reviewing all information on your account, please see the results below.
  
  $125 late fee 
  $1,765.30  Interior Paint- Full Paint
          Credit amount  $1,890.30
  
  -Less Balance Due -$436.34
  Total Refund:  $1,453.96
  
  The 2 charges above will be removed from your final bill, and a refund check mailed to the forwarding address on file.
  I have emailed you a DocuSign agreement. When I receive both of your signatures, I will issue the credit, and request a refund"

   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: 07/19/2023

  
  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:07/18/2023

  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.

  The ** unit stopped blowing out cold air on Saturday July 15th. We called a couple hours later when this happened and spoke to someone around midnight. She said shell put in a work order. Our temperature was at 87 degrees. We ended up sleeping in that hot house thinking someone will be out to fix it the next day. We waited till 11 am the next day and no call back from anyone. We called again and the person said the job wasnt uploaded and that it happens sometimes. Ridiculous. So they put another job order in and someone from the company reached out saying a vendor called xpress air will reach out. I looked at their website and they were not open that day. This was strike 2. Oh I forgot to add. Our home temperature is currently at 99 degrees now. We live in ******* so our house was unbearable to live in. We called again letting them know xpress air was closed. They reassigned another vendor. I was hoping theyd come out that ****** guessed it. They never reached out to me. The communication was so bad, its unbelievable. I waited till the next day thinking someone will be in contact. Its now Monday morning. I waited till 11 am and called again they gave me the new vendors info. We called them and the vendor said they wont be out till Wednesday! Youd think for an emergency like this, It would be more of a priority. I then called Progress back again letting them know. Ive talked to probably 15 employees. All of them I had to cal myself because they dont know how to call residents back to inform them. They just let you sit in the dark and forget you exist. All of them were apologetic and gasp when they heard my house was 99 degrees. They reassigned another vendor to us. And you guessed it, no call back for another 4 hours. We tried a few more times and someone finally called us. Its been 3 days with out **. You guys need to do the right thing and refund us the days we had no ** 3 days and counting and for the portable ac unit. I Submitted the receipt already.

  

  Business Response

  Date: 07/20/2023

  Dear ***
  Thank you for sharing and I am sorry to hear about your HVAC concern. Our records show that the initial emergency call request was received on 7/15 at approximately 11:**** and that you were informed of the options of having Progress Residential book a hotel stay on your behalf. It appears that you opted to go to a hotel of your choice with reimbursement of up to $225 per night, to be credited to your account with receipt. Emergency work order #J004575327 was created at approximately 1:13am on 7/16.This work order was reassigned to a second vendor and work was scheduled for 7/18.
  
  A second work order #J004577728 was created on 7/17 at approximately 10:11am by our service manager to detail/clarify the above noted information from the original work order.
  
  Per the Service Manager and Vendor update technician was confirmed as scheduled for 7am on 7/18/23 with work completed and HVAC repaired at this appointment.
  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: 07/20/2023

  yes they offered the hotel, but I work from home so if I got a hotel and need work to go to workI wouldnt be able to do so since hotels usually need you to check out in the morning. I work from 8-5pm and it was 3 days so I couldnt miss work for 3 days thats why I opted out of the hotel. Where would I go between those hours? Our house was 99 degrees so I couldnt stay there. We were unable to stay in that house at all. Arent we paying for the comfort of staying in our house? Why would we not be credited for those days we CANT live there. And that it wasnt our fault. 

  

  Business Response

  Date: 07/21/2023

  Dear ***-

  Thank you for the additional information. In case 03073318 ****** the Resident Service's Coordinator emailed you on 7/18/23 stating, " We have received the screen shots of the portable AC you ordered through BestBuy. I will have my leadership team review for approval. If approved I can submit the reimbursement request for reimbursement up to $350.00." On 7/20/23 ****** informed you that she received approval for the reimbursement.

  Please allow 1-3 business days for the credit to be applied to the account. 

  Sincerely,

  ****** Ady 

  Progress Residential

  Customer Answer

  Date: 07/21/2023

  
  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:07/17/2023

  Type:Product 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 refuses to communicate or respond to my inquiries on the state of my security deposit. ****** tenant law requires a landlord to return a deposit no later than 30 days after lease termination. My lease ended 5/18/23. I remained at the property for ten more days until 5/31/2023. I paid:Rent from 5/1/23-5/18/23: $1307.42 Month to month fee: $129.35 Daily rent (5/19-5/31): $646.77 Utilities (arrears/forecasted): $552.66 I was informed that everything was paid up. A ledger was sent as proof Today is 7/17/23. I have not received any communication since 6/2/2023, where *************************, Assistant Portfolio Operations Manager for Progress Residential in the **************, requested my forwarding address in order to mail my security deposit to **** attempted to reach out by email on 7/5/23. No answer. I attempted to reach out again by email on 7/12. I attached any email address I had from Progress to widen distribution and reach someone. No answer I attempted to call Progress on 7/14. I was hung up on. I called back and reached a new representative, who told me my dispute must be handled by email. I was directed to email *************************************************** I emailed it that day explaining I have no received my security deposit yet. Still waiting on an answer from that email and the two before that.At this point, per ****** law, the landlord is liable for damages in an amount equal to the entire deposit and for a sum to be fixed by the court of not more than the amount of the entire deposit (e.g. twice the deposit).

  

  Business Response

  Date: 07/19/2023

  Dear ******-

  Thank you for sharing your experience. ******, the Assistant Portfolio Operations Director called and spoke with you on 7/18/23.  She will be emailing you your move out statement and reach out to Accounts to inquire about the refund check that has not been received.

  Additionally, she discussed the $450 fee on the final move out and explained in the lease, section 9.5 outlines that the home should be professionally cleaned and a receipt provided at move out to avoid being charged.

  If you have any additional questions, please contact *************

  Sincerely,

  ****** Ady 

  Progress Residential

  Customer Answer

  Date: 07/19/2023

  Its disappointing that it takes this level of action on my end to solicit a response from your organization. But here we are.

   

  I have gotten in touch with **************** on 7/18 and reviewed the move our statement. 
  

  In re: to the cleaning fee, while working with your renewal and move out team I was instructed to meet the expectations of moving out with products found at ***************************************************************************;
  
  Regarding cleaning, it states:
  
  Is there a cleaning fee?
  
  There is a minimum $450 cleaning fee that will be assessed only if you do not provide receipts for professional carpet cleaning ***OR*** if the home is not left in clean condition. Weve created a highly detailed cleaning checklist to help make sure you leave the home in top condition and maximize your security deposit refund.
  
  Source: *********************************************************************************
  
  Furthermore. It states that the following checklist can be used to maximize my refund. 
  
  ****************************************************************************************************************************
  
  It comes down to your company having conflicting verbiage on your source documents, whether thats a lease, what representatives say, or what is available on your website to residents. 
  
  After reading about Progress Residentials predatory business practices on the Better Business Bureaus website and regional business reviews your organization services, I can say I am not surprised at the charge. 
  
  
  Formally, I request the $450 fee be refunded and a final amount of $1,096.77 be remitted to me, the tenant. Progress Residentials lack of, and contradicting guidance, does not constitute penalty on my end.

  

  Business Response

  Date: 07/28/2023

  Dear ******-

  Thank you for the additional information.  ******, the Assistant Portfolio Operation Director has communicated the below response to you regarding the cleaning charges: 

  "As previously discussed the lease agreement advises that the home is required to be professionally cleaned and requires a cleaning receipt to be left. I also referred you to the sections on the lease that also confirm my statements. Section 6.2 - The Premises must be professionally cleaned, including carpets. If the Premises are not left professionally clean, or if repairs that have been determined to be the Residents responsibility are necessary, a minimum charge of $450.00 shall be deducted from the Security Deposit to cover the cost of cleaning the Premises.
  
  The final move out statement notes No cleaning receipt provided Cleaning not up to progress standards. I have attached some photos of the areas. The $450 charge has been deem valid as you did not provide cleaning receipt and the home was not left as per Progress standards. The $400 charge for the paint was to address all areas that required touch up to cover ding, dents, scuff marks etc."

  Please contact ****** if you have any further questions.

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

• Initial Complaint

  Date:07/16/2023

  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 ended my lease on 28 June 2023 for the property ********************************************************************. We vacated the premise the day before, following their procedures. In March/April I was contacted while working overseas as a contractor by a rent specialist from this company asking if I desired to extend my lease. I stated to them that I did and told them we will be vacating the home before the lease ends. 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. We have contacted them every single day, wasting hours upon hours trying to resolve this is*** to avail. Every single employee that we have spoke to said to us we shouldn't be charged because we moved out. Still, the problem isn't resolved and my family is afraid of what Progress Residential might do to us because despite making every reasonable attempt to speak to someone who could clarify what is going on with our case, they are silent. My desired resolution is to resolve my dispute for the late charges, demand letter, month-to-month charges, and rent for July they are attempting to bill me with.

  

  Business Response

  Date: 07/19/2023

  Dear ****-

  Thank you for sharing your experience. The *************************** emailed you on 7/19/23 stating, " We will be adjusting the move out date to 6/28/23 and all associated charges.  A DocuSign will follow this email for each lease holder, once completed the adjustments will be made."

  If you have any further questions or concerns please reply to email from Account Services.

  Sincerely,

   

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

  Progress Residential

• Initial Complaint

  Date:07/15/2023

  Type:Product 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 currently reside in one of progress homes as a rental. We have now lived here 5 years, for the last 5 years I have used autopay to process my bills. In the last several months I have had issues with the system not pulling out the month and have had several calls with progress to try and resolve the issues. On July 3rd I had checked my bank and noticed that my typical monthly payment had not been pulled checked my account and it did not seem to pull the original payment, I assumed it was because I just renewed my lease and that first month when starting a new lease has minor hiccups so I make a one time payment to make sure my rent wasnt late. When I logged into my bank on the 5th they had pulled both the original auto debt payment and the one time payment I had made the third. I called the same day to see if they could refund the money. After lots of back and forth with them asking if I could just leave the money in the account I was told that they would begin the process of the refund and I would get an email and was told to expect the refund 15 business days after the process was started. I called earlier this week because I had yet to receive the email stating that they had started my refund and when I asked when I would be getting my money back they had no answer for me and could not tell me when the process would even be approved. I have also emailed customer service and have gotten no response. I would like assistance in getting this resolved. Most individuals live pay check to pay check and the fact that they can withdraw more than five thousand dollars in less than a day from my account and its now been more than a week since the situation arouse and they cannot give me my money or even give me an estimation on when I might get it back.

  

  Business Response

  Date: 07/21/2023

  Dear ******-

  Thank you for sharing your experience. *********, the Manager Resident Advocacy contacted you on the phone on 7/20/23 and advised you that Accounting will be issuing your refund check on Monday 7/24/23 and we will be sending via ***** to her home address listed in our system.

  Please contact ********* if you have any additional questions or concerns.

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