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:07/15/2023

  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.

  2 days of 90 degree weather and our air conditioning is completely out. We have called in numerous times and still don't have a tech coming and they don't seem to be concerned that its 85 plus degrees in the house. We have 3 dogs as well and when it is this hot outside the inside gets just as hot. You can't sleep or do much of anything with how hot it is in the house.

  

  Business Response

  Date: 07/18/2023

  Dear ****-
  Thank you for sharing and I am very sorry to hear about your **** concern.  Two portable AC units were provided to you on 7/15/23. *******, the Portfolio Operations Director called you on 7/18/23 to offer a hotel stay until the **** is repaired and you declined.  She additionally confirmed with you that they will be reimbursing you any days without AC once we know it has been repaired.

  The 3rd party vendor is scheduled for 7/19/23.

  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:07/14/2023

  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 paid my rent by the due date. When it came out it did not go through due to a fraudulent charge that processed from my bank the same day. I called immediately that day and tried to pay it again. I was told the rent would be attempted again and not to double pay it. I wanted to pay it then and pay the $35 debit card fee but was told then the rent would come out twice. So instead of going with my gut and insisting I listed to the girl. Well I got charged $125 late fee and $40 returned check fee and now have a huge balance on my rent. I called and noone can let me talk to a manager. Ive been told they're hard to find. So the second person I talked to also sounded like he had no clue about anything about Progress like the first person. Seems like new people, high turnover, and no management around. This is the worst company.

  

  Business Response

  Date: 07/21/2023

  Dear ***

  Thank you for sharing your experience.  *********, the Manager Resident Advocacy has attempted to call you and had to leave a message on 7/17/23 and emailed you on 7/20/23. In her email she states, In reference to your concerns about your NSF; if you can send me something from your bank that shows the other fraudulent charges,so I can review it further.

  Please call or email *********************** that she can assist you with your concerns.

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

• Initial Complaint

  Date:07/14/2023

  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.

  Moved out 5/17/23. Received a certificate letter, full refund of $2,187.47.As of today I have not received my security deposit. I call, send emails and they keep telling me to wait for it. They advise they cannot control ***** Letter sent certified and not the security deposit. I keep calling their office and they tell me they cant help me and to only keep responding to the email that I have been emailing for 2 months and they keep pushing me off.

  

  Business Response

  Date: 07/17/2023

  Dear ********-
  Thank you for sharing your experience. ***** in ******* Services has emailed you on 7/17/23 stating, After reviewing all information on your account, please see the results below.

  -The final accounting was completed on 5/17/23.
  -A refund check was requested on the same day, and delivered via ***** to the address on file-***************************************
  -You contacted Progress Residential and advised you did not receive the refund, so we cancelled and reissued the refund and mailed it to the forwarding address on file-      ********************************************; on 5/30/23
  -You contacted Progress again, stating you had not received the second refund we sent on 5/30/23. We cancelled and reissued the refund check and mailed it to the address on file: ********************************************; on 6/27/23.
  -You sent in a complaint that you had not received the refund check after three attempts were made to mail the check to the address on file.************************************************** 
  -Forwarding address: The forwarding address was provided to Progress Residential  on 5/18/23, and your account was updated with the address:*************************************************; *******, ** 32837
  -I checked with our mailroom, and the last refund we mailed was returned by the post office as undeliverable. The address we mailed the refund to:************************************************** 
  -At this point, we have processed three attempts to deliver the refund check to the address provided.

  Do you have any difficulty receiving your mail at this address?
  I will ask the mailroom to send the refund back in the mail, but need to make sure we are sending refund to the correct address on file.

  Please verify if your forwarding address is correct?
  I will have our mailroom send the refund in the mail today, but first we need to understand why the refund is being returned as undeliverable from your address.

  Please respond back to *************** we can address you concern promptly.

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

• Initial Complaint

  Date:07/14/2023

  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.

  Hi my name is ********************* and we rent from Progress Residential. We got a refund for our security deposit and when we deposited it, it bounced our accounts. We now have a negative balance in our account. We are unable to get in contact with anyone at progress to get our payment to us immediately. My bank charges me $50 per day if my account is not balanced. I have called and called with no information about getting a wire transfer completed. They do not respond to emails very quickly and calling is useless because all they do is transfer you and tell you that they cant help. This is the email I have been sending:Hi there!We have had some major issues with our returned security deposit check. The first check you issued was not delivered. The second check you issued bounced this morning. Our accounts are now both negative. This has been such a hassle and a negative process to receive our payment. At this point in time, we will need a direct wired payment TODAY. I need to speak with someone in finance to discuss this matter. Please send me to a supervisor or manager and call me TODAY to resolve this issue before the weekend. My number is ************** Thank you,*********************

  

  Business Response

  Date: 07/17/2023

  Dear *****-

  Thank you for bringing this matter to our attention and we apologize for any inconvenience this may have caused.Check #**** was reissued on 7/14/23 and sent out via ****** Progress has received confirmation that the check was delivered 7/17/23.

  Again, thank you for brining this to our attention so that we could rectify the concern promptly.

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

• Initial Complaint

  Date:07/13/2023

  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 company has once again failed to pay their *** fees and we dont have access to any amenities in our subdivision. We brought this to Progress Residential attention in February of 2023 when the *** notified us. We have no pool or pavilion access and the keep lying to us about resolving the issue every week. They owe the Highland Oaks *** $2211.13 in unpaid yearly fees. As a result we have to suffer and not have access to the amenities which are included in our lease.

  

  Business Response

  Date: 07/17/2023

  Dear *******-
  Thank you for sharing and brining this to our attention. ****, the Manager Property Compliance contacted you on 7/14/23 to let you know that the *** Department has been working with ***. advised you of the process of what to do when you receive a violation and discussed the difference between 45 Admin fee charged to process the violation, fines that *** may charge and how you should always reply quickly (with photos).
  
  Once statement is paid, *************************** will work with *** to provide amenity access. Payment has been issued and mailed priority 7/17/23.
  
  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:07/13/2023

  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.

  Progress Residential has been completely negligent on the maintenance of our home leaving us in an unsafe living condition more than once and unwilling to discuss options or fix broken items including botched wiring in attic HVAC unit causing no heat or A/C multiple times and a constant power to wires causing an extremely high electric bill.

  

  Business Response

  Date: 07/17/2023

  Dear *******-

  Thank you for sharing your concerns about the ****. *****, the Manager Customer Escalations contacted you on 7/14/23 to inform you of the plan for resolution. Work Order J004567771 has been created for the vendor ****** Services to inspect the **** wiring in attic for proper installation. Reimbursement for the window unit you purchased has been approved, as you provided a receipt.
  
  Regarding your utility bills, it has been recommended that you provide the utility bill for prior, during and after repair.  Additionally, provide the following bill after the inspection of the wiring if it falls on a different billing cycle to see if there is a variance.
  
  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:07/13/2023

  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.

  I chose a move in date when applying for this place. Any move in ready homes would only allow you to move in within a week and my lease did not end until the following month where I was. I had no choice but to choose a coming soon home that had the date of July 10th. Now that my lease is ending in 2 days, they are now telling me to choose another home because my home is not ready or I can continue to wait on the home. People move with the intent of having a date that they are going to move. Not, it may be ready and if its not then there is nothing we can do for you. I have no where to go and they are telling me to choose homes that are $300 or more than what I applied for and what I was approved for. This is the worst moving experience and company I have ever dealt with in my entire life. I need someone to contact me TODAY!

  

  Business Response

  Date: 07/18/2023

  Dear *******-

  Thank you for sharing and I am sorry to hear about your application experience. When there are unexpected delays due to the home not being ready you will receive a full refund of your holding and application fee. 

  Our website, www.rentprogress.com states refunds will be returned within 30 days or less (Link on website: ********************************************************************************) 

  Again, We apologize that this was a frustrating experience.

  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 have been told I will receive a full refund of the application fees as well as the holding fee within 30 days or less. I have also asked the business to delete all personal information from their records per the erasure privacy law. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:07/13/2023

  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.

  No one is coming out to fix issues. I call report problem. *** says they are coming but never show up .we have had issues since we got here .Oct 22 .we paid rent on time every month .so how is that fair to any one to never have issues addressed .or fixed

  

  Business Response

  Date: 07/17/2023

  Dear *****-

  Thank you for sharing your experience.  Our records do not indicate any evidence that we are not responding or showing up to this resident's work orders. We have had ******************************************* and completed all of them that are not duplicates except for 6. Here is the status of the 6 open work orders:

  J004445271 Roof damage from storm. This is not an active leak and not causing any less functionality of the home. This work order is still waiting regional director approval.
  J004464682 is for a garage door. This is scheduled for July 25th per the resident's request.
  J004464685 is for weather-stripping on a door. This does not restrict the functionality of the home. It is in our ready to schedule in house queue and should be complete by the end of the week.
  J004533533 is for an HVAC deficiency. Quality HVAC is assigned and reports it is scheduled. This should be complete very soon.
  J004487532 and J004473528 are for exterior deck repair and irrigation and are both assigned to Complete properties. We have requested an update from the vendor but are confident these will be resolved quickly.
  
  The oldest open work order is from 6/7 and it is the roof waiting on approval.

  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: 07/18/2023

  44 complaints ??? **** send out guys who can't do the job .ended up messing it up more than anything .it's not our fault that this house had alot of problems that should have been addressed before it was ready to rent .garage door was not working properly when we moved  in but yalls guys came out spraying oil adding missing parts to completely messing up door so since June 13 2023 I can't open it close it .or put car in it.my ac messed up 2 weeks ago to having work order put in to hearing ac tech was sick to never showing up 2 weeks ago .

  

  Business Response

  Date: 07/19/2023

  Dear *****-

  Thank you for providing the additional information. The Service Manager is aware that the garage is still not working properly and it is scheduled for repair on 7/25/23.  Our records for each work order are not showing any indicators or notes of appointments being missed, however if this did occur we sincerely apologize.

  The Service Manager is making your concerns a priority and making sure this is resolved as soon as  possible.

  We appreciate your patience while this matter is in progress to be resolved.

  Sincerely.

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

  Progress Residential

• Initial Complaint

  Date:07/12/2023

  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.

  Came home to raining in our kitchen June 17. Reported to landlord (progress residential). Have called every day or almost every day since trying to get the proper repairs done to the home. The wet dry wall was sprayed with popcorn over the top to cover up the wet spots. It's been 25 days of h*** trying to get help from these people. At the same time, our AC started leaking and had to go back and forth about that as well. We have lived here and rented from Progress for almost 6 years. We take great care of the home, have never been late or missed a rent payment, etc. These people should be ashamed and they should not be accredited in any way!!!!!

  

  Business Response

  Date: 07/18/2023

  Dear *******-

  Thank you for sharing and I am very sorry to hear that you have had a frustrating experience with your roof. There has been multiple work orders opened on the roof since you first reported it. JT Residential had did repairs prior but the you had expressed you were unsatisfied with the work.

  Progress had another 3rd party vendor send an estimate in Work Order #J004481789. On 7/5/23 the bid for the room was received and due to the amount had to go through a bid approval process with our Corporate Office.

  On 7/17/23 the second bid was denied and they will be sending JT Residential to correct the work that they had done previously.  You should be receiving a call for scheduling the repair shortly.

  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

  We have been told that JT Residential cannot properly do the roof repairs and that we need a roofing company. We would like to have a roofing company come out and have these repairs done the correct way. JT Residential is as unprofessional as they come. I had a knock on my door at 820am this morning. I can only assume it was JT Residential since the man did not speak English whatsoever and could only say "roof leak". I told him no one called to schedule with me or let me know he was on his way and I was home alone with my children getting ready to leave for work. I had to speak into ****** translator to relay this information to him as he had no idea what I was saying. We would also like to have all of the moisture that has occurred addressed as well. The roofing company that was sent out 6/29 said they would also make the proper repairs to the ceiling in the kitchen. I assume we also need a mold inspection now as well since this is the second time the ceiling has been soaked, not thoroughly checked, sprayed over with popcorn texture and spray painted white so you can't see the water marks for now. We are incredibly frustrated and think it's absolutely absurd that we have been dealing with this for OVER A MONTH now. The first leak was either the end of last year or beginning of this year and the same was done at that time. Spray popcorn over the wet drywall and spray paint it white! We really need someone to take action and help us get the help we deserve. We pay these people A LOT of money each month and have done so for almost six years now. Thank you. 

  

  Business Response

  Date: 07/27/2023

  Dear *******-
  Thank you for the additional information. The bid from the vendor ********* was approved and they scheduled the repair with you on 7/27/23. Once the roofing repair is completed, work order J004614970 has been submitted to repair water damage in the ceiling of the kitchen and check for AMG.

  We thank you for your patience and if you should have any additional questions or concerns, please give us a call at 833.PRG.RESS.

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

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is scam. They called me to discuss lease renewal options in March and I gave them our move out date 93 days before verbally and was told we only need to give a 30 days notice; I also have this in an email thread from them. I contacted them again 47 days before move out and once again gave them our move out date and was told in an email I only need to give a 30 days move out notice. I have all of this correspondence saved. They are now keeping my $2,000 deposit because I did not give adequate notice.

  

  Business Response

  Date: 07/18/2023

  Dear ***
  Thank you for sharing your experience. After the markets review of your concern, it was decided to approve removing the insufficient notice fee as there was miscommunication regarding when to submit a 30-day notice to vacate versus a 60-day notice.
  
  You will be receiving a Resolution Agreement to be signed by all leaseholders. Upon receipt of the fully signed Resolution Agreement, please allow ***** days for processing and mail 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: 07/18/2023

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