Complaints

This profile includes complaints for Progress Residential Property Manager LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Progress Residential Property Manager LLC

  7500 N Dobson Rd Ste 300 Scottsdale, AZ 85256-2727

  
• 

  Progress Residential

  2525 Perimeter Place Dr Ste 133 Nashville, TN 37214-3674

• 

  Progress Residential Property Manager, LLC

  750 S North Lake Blvd STE 1000 Altamonte Springs, FL 32701-6745

  
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  Progress Residential Property Manager, LLC

  605 Poole Dr Garner, NC 27529-5203

  
• 

  Progress Residential Property Manager, LLC

  1 Perimeter Park S Ste 320 Cahaba Heights, AL 35243-2327

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2023

  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 stay in one of there ***** residences. My sister,nephews and I moved into this home august 28. We noticed we didnt have any hot water. Which quickly became an issue since our youngest child has asthma and needs steam showers and baths. We request maintenance they came turned the temp up on the heater and about a week later the power went out and so did our hot water we called and asked for another maintenance guy to fix it he realized the breaker went out and also the water heater was too old and rusted leaking water he did a temporary fix and a day or two later the power went out again so we had no water again. I waited for the new water tank and finally called the company to find out my work orders had been paused. I had two open one for the water heater and one for a rodent that we hear in our ceiling , in the second floor attic but in our first floor ceiling. The company called a pest company they sealed the chimney shut, but we still heard the animal scratching and trying to enter our living quarters. When I found out our requests were closed I called the hired vendors and put the company on three way to approve my new water tank and got that installed next day. The new pest company we were given never answered, so I requested a third he was helpful and came next day to inspect ,best guess of the rodent was a squirrel or raccoon by the sound of it. He needed approval from progress to cut hole and set trap three days later he has heard nothing from the company neither have I. Ive had to call there number, which is only a call center Ive asked for supervisors to call me back regarding my frustration and lack of acknowledgment when it comes to my families living situation, given the amount I pay to stay here I shouldnt experience lack of hot water and rodents trapped in my house for long periods of time with no follow up. They have insured a supervisor will call back they never do they dont communicate but Im expected to pay **** month and its not safe

  

  Business Response

  Date: 10/06/2023

  Hello *****, 
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter.  
  
  Case ******** has been opened to investigate this concern for you, our Service Manager ***** has been assisting me along the way to ensure a proper resolution. On 10/3 I had reached out to ***** regarding the approval needed for the vendor to start the repairs, I was informed that we had questions for the vendor that needed to be answered before the approval has been sent back, on 10/5 I was informed that all questions have been answered and the approval needed was approved. Below is the information for the vendor:
  
  Service Shield Pest Control - **************
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you
  
  Thank you, 
  ******, Advocacy Team 

  Customer Answer

  Date: 10/06/2023

  I spoke with the vendor and scheduled the progress team has yet to follow up with me directly. Ive been here now a little over a month and requested multiple times for a manager or supervisor to call me. I keep being told they are  aware but no one communicates with me further steps until I reach out . I need to discuss why my home was deemed ready to move in with animals, in my ceiling a faulty water tank ,and not getting a full and honest inspection. They said there was someone aware and going to call me regarding a credit for the inconvenience and unsafe living conditions and have yet to speak with anyone 

  

  Business Response

  Date: 10/13/2023

  Hello *****, 
  
  Thank you for your response, I have reached out to the Service Team and your local market to have someone contact you regarding your concerns with the home since move-in. Please allow us some time to fulfill this request. 
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you. 
  
  Thank you, 
  ******, Advocacy Team

• Initial Complaint

  Date:10/01/2023

  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.

  A/C Went out of home on 09/30/23, I have call them 5 times to try and get someone out here to fix this asap due to having small children. I keep getting the run around and I am tired of it. I want this fix or they need to adjust our rent. I have been paying on time for 3 years only to be treated like this.

  

  Business Response

  Date: 10/05/2023

  Hello *****,
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter. Case ******** has been opened to investigate this concern for you.
  
  Work order J004826349 was opened to repair the concerns with the ***** this was marked as completed,I sent you an email on 10/4 to follow up with you to ensure that this is working properly now and no additional service requests needed to be made. Feel free to reply to my email anytime if this hasnt been completed.
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.
  Thank you,
  ******,Advocacy Team 

• Initial Complaint

  Date:10/01/2023

  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.

  On Saturday September 23rd I contacted Progress Residential emergency service line as our ** stopped working in ********** and the house was reaching 86 degrees. The house can reach over 95 degrees in the daytime with no **. I recieved no updates or calls Sept 23rd and 24th. I got a call from the ** company that they had sent to our home 2 weeks prior and they stated they had submitted a quote. They stated the ** needed to be replaced it is 21 years old and parts are not made for it and it is failing. I called back Progress Residential 5 times on Monday the 25th asking that someone from the local maintenance office call me with an update as ** company is waiting on approval. No one called back. I called back everyday last week asking for local maintenance to give me an update NO ONE HAS CALLED ME B**K and we are now 8 days without **. I understand things can be busy but to leave a paying client of 4 years with no communication is disgusting. I was not asking for an immediate fix just Communications of a reasonable time table. You can only call the central maintenance number and they have no communication with local maintenance and local has zero accountability or consequences for not doing their jobs.

  

  Business Response

  Date: 10/05/2023

  Hello ******,
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter. Case ******** has been opened to investigate this concern for you.
  
  Work order J004805682 has been opened to repair this concern regarding your HVAC, an estimate was sent by our 3rd party vendor and approved on 10/4. Your work order has been scheduled for repair on 10/6, I have emailed you directly to ensure that there is an open line of communication between us to guarantee resolution this Friday when the work order has been completed.
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.
  
  
  Thank you,
  ******, Advocacy Team 

  Customer Answer

  Date: 10/05/2023

  
  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:10/01/2023

  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.

  Applied to this community. Application was denied. Upon checking on my credit report from them there were numerous inaccuracies. Disputed them and asked for a re-run of my application with is my legal right. The refused to do so

  

  Business Response

  Date: 10/02/2023

  ******,

  Thank you for bringing this matter to our attention. We take customer feedback seriously and are committed to addressing any concerns promptly.

  We show that a lease application was denied due to score requirements and that a refund check was mailed on 9/29/23 for the $250 holding fee. Kindly note that you are welcome to reapply, however please be aware that fees would need to be paid for the rescreen.
  
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  Date:09/29/2023

  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 signed a rental lease and moved in to the house on 9/26/23. The day moved in the A/C was not working, I called and notified the company about the issue, they started that it could take up to 48 hrs for the unit to start working properly. A specialist did end up coming out on 9/28, but was not able to enter the house due to a lock, he did tried calling but the phone number on record was incorrect and he left. I was notified by email so I immediately called back. I have been calling since and all day today(9/29), no updates have been given to me. They keep on telling me that they have notified the emergency service team, but no updates have been given. I have not been able to stay at the house because the temperature is *****. Please help me as they have not shown any sense of urgency on their end.Thank you!

  

  Business Response

  Date: 10/04/2023

  Hello *****,
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter. Case ******** and work order J004832402 have been opened to investigate this concern for you.
  
  Work Order J004832402 was marked as completed on 10/03/23, the same day it was created I will be sending you an email to follow up with you and confirm that this has been repaired and is no longer having any other issues.
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.
  
  Thank you,
  ******, Advocacy Team 

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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.

  On June 3rd my husband and I discovered a water leak in our living room. Water was seeping up through the floorboards. We contacted emergency maintenance and no one came out. It took literal days for anyone to come out and see about the leak. It then took almost 2 months for the leak for be corrected. It is now almost October and we still do not have any flooding besides a concrete slab in our living room. We have contacted them multiple times. One time they even canceled our job request saying we never responded and I had to show them the messages where we did indeed respond. We have missed time at work because we waited for repair people to show up and they didnt ever show or they would show at an entirely different time then they said. It is ever renters right to have a safe and well maintained place to live and progress does not adhere to this. We would like rent back for the months we have had to live on a slab and we would like the job to be finished. This is the last resort before we file a lawsuit for them being in violation of our lease since the repair is still not done.

  

  Business Response

  Date: 10/09/2023

  Hello *******, 
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter. Case ******** has been opened to investigate this concern for you.
  
  We had received this BBB complaint on 10/4 but was sent on 9/29, we reached out to confirm that the carpet was installed on 9/30 and this concern has been resolved, please let us know if you have any other questions and/or concerns. 
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you. 
  
  Thank you, 
  ******, Advocacy Team

  Customer Answer

  Date: 10/09/2023

  we do not accept the flooring being installed as proper resolution. We were left on a cement slab for months. The only thing we will accept as of now is a rental credit for the months we were ignored and disrespected. As stated when we contacted progress our daughter was injured on the slab which should have never been exposed for three months. Progress has been nothing but horrible as we dealt with this. We are happy to take them to court for being in violation of our lease and leaving us on a cement slab for months with little to no contact on their end. 

  

  Business Response

  Date: 10/17/2023

  Hello *******,
  
  
  Thank you for your response.
  
  
  As of 10/16 a credit request for $1,300 has been requested and approved, ******* the Assistant Portfolio Operations Director reached out to you to ensure this is the proper resolution you were looking for to confirm.
  
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you. 
  
  Thank you, 
  ******, Advocacy Team 

  Customer Answer

  Date: 10/19/2023

  
  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:09/28/2023

  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.

  I applied for a home through progress residential on October 19 and got approved signed lease and my move in date was scheduled for 9/26/2023. On my move in date nobody reached out and I did not have keys to move in. I called Progress and was told the house failed inspection and it not move in ready. It was brought to my attention that the leasing agent knew since September 21 that house was not ready. Leasing agent reached out through email requesting that I have to pay deposit and October rent before I could move in. I never got to move in property and was promised that they would transfer my current approved application to a property that was move in ready. The property they moved my application to they denied my application and their reasoning was bc income when the house was 5 more than original approved application.The original home I got approved for they immediately placed it back online as move in ready and raised the rent prices.Company knew home was not ready and still requested I pay deposit and first month rent on property. I have been calling and just getting the run around. They still have my deposit and 1st month rent and are not trying to resolve my issues. A resolution would be approving me for another home thats move in ready and not denying the application over a difference or move my already approved application to a property that is move in ready. I am homeless and they have my deposit and rent bc they mislead me with move in date and move in ready home.

  

  Business Response

  Date: 10/03/2023

  Hello ********,
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter. Case ******** has been opened to investigate this concern for you.
  
  On 10/2 our Assistant Portfolio Operations Director, ****** reached out to you to discuss leasing and move-in, we currently have you scheduled to move in on 10/05/23 at the home of your choice which was **** Ascot Riverdale. We apologize for the inconvenience caused prior to your move-in and hope this resolution satisfies you.
  
  At Progress Residential, we aim to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.
  
  Thank you,
  ******, Advocacy Team 

• Initial Complaint

  Date:09/27/2023

  Type:Delivery 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.

  Today someone came to the house to fix the ** it hasnt even been 5 hours and is leaking. If this continues I have no choice Ill take it to court

  

  Business Response

  Date: 09/28/2023

  Dear ****,

  This is a duplicate to BBB complaint #******** and we will be responding to your concerns on that complaint number.

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

• Initial Complaint

  Date:09/27/2023

  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 will be taking my kids in to check my because over the 3 years we have been here. They have worked on our AC from the first 3 months after we moved. Became of the continuous problems now we have mold in our ceiling and walls. They patched up a roof still leaking. You guys sent out a supervisor that was rude about 8 months ago with no contact. He put down that we were problematic because they came in with no masks. Our ac went out again this past Friday someone came Monday that said we need a new one and you guys want a second opinion. Sorry to inform you that we will be taking the legal route. *************************** HR for Dynamiks home ********* ************

  

  Business Response

  Date: 10/03/2023

  Hello Ruby,
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter.
  
  Case ******** has been opened to investigate this concern for you, I have reached out to the Service Manager and received an update below on 9/28:
  

  J004809007 - This work order was created on 9/25, we sent a tech to verify and provide feedback. The work order was then assigned and accepted by the vendor 9/26. Coral * called the resident and scheduled the visit for today, the water stains are not caused by a roof leak, the pop corn on the ceiling needs to be repaired, it will be scheduled for this weekend depending on residents availability
  
  J004806394 - We sent out a tech on 9/25 he found the compressor grounded, we dropped off portable units, a vendor was assigned to the work order, we received the estimate to replace the condenser last night and it was approved today. The unit has been ordered and it is in stock, Installation will be scheduled asap.
  
  J004806394 has been marked as completed as of 10/3 and J004809007 is still in progress, this has been assigned to Coral *ainting and Repairs LLC.
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.
  
  Thank you,
  ******, Advocacy Team 

• Initial Complaint

  Date:09/27/2023

  Type:Sales and Advertising 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 have rented with Progress residental for over 5 years, our first place we had no issues, we moved to another one June 2023 and we have had non stop issues. First our ** broke and it took them months to get it fixed, the ** leaked to the closet and they had to rip out drywall to fix it. Now our fence is completely knocked down, been like that for years according to the neighbors, the only reason the fence hasn't fallen was because my neighbors put chairs, tables, and pieces of plywood to keep it up. Its been knocked down for over 3 weeks, my dog almost got run over today, and still no sign on when its going to be fixed. The vendor company they gave me, **C residental corp, the email doesn't work, there is no voicemail when you call, no website. The fence is covered in termites and rotting. I submitted a service request 09/05 and a vendor was supposed to be here 09/20 and instead I got a confused progress residential maintenance worker wondering why he was sent to fix it. He said someone would call me soon and nothing. I am beyond frustrated with this company. They make it so hard. I just want my fence replaced and when my lease is done I promise to never use Progress Residental again.

  

  Business Response

  Date: 10/03/2023

  Hello *********,
  

  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, make it a priority to work directly with you to resolve the matter.
  
  Case ******** has been opened to investigate this concern for you, our Service Managers have reviewed this request and have assisted with pushing this along. We will be sending this back to our in-house technicians to perform the work, please keep an eye out for a phone call or an email about this being scheduled with you as one of our technicians will need to come out to take inspection pictures to see what exactly needs to be done.
  

  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.
  

  Thank you,
  ******,Advocacy Team 

  Customer Answer

  Date: 10/03/2023

  You are going to send someone out to take photos, I have already had 4 different people come out and take photos, at this point I WILL TAKE WHATEVER PHOTOS you need. I want someone to call me at ************ because I keep getting emails that my case is closed and resolved when nothing has happened. I will send video, like I am trying to work with you guys! 

  I was provided two different 3rd party vendor name and number and no one has called me back. Someone showed up to my house yesterday to take more photos and again this morning. What is the hold up? I have taken down trees and spent my weekends trying to fix the yard for your people to come in and fix the fence. I have moved the fence out of the way, I have killed termites, literally trying to make Progress Residential job easier. 

  Whoever showed up this morning and took photos said they were waiting on Progress to give them the green light to build the fence but apparently Progress is cheap and keeps shopping around. I will be satisfied when I have a fenced in yard again and my dog can run around in peace. 

  

  Business Response

  Date: 10/09/2023

  Hello *********, 
  
  As per our records, this work order has been scheduled for 10/11 between 8am to 12pm. Our service manager has reviewed this and will be overlooking this work order to ensure this is completed. This estimate has been approved and scheduled, please let us know if you need further assistance. 
  
  Thank you, 
  ******, Advocacy Team

  Customer Answer

  Date: 10/17/2023

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