Business Profile

Real Estate Rentals

Progress Residential Property Manager LLC

Headquarters

Complaints

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

Customer Complaints Summary

1,128 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Progress wrongfully charged me a **** dollar insufficient notice fee because when I put my 60 day notice in online it never went through to be processed. I call as soon as I realized it was never receive and was told I should not be charge anything major because it was a computer issues. Fast forward to moving out I am charged a **** dollar insufficient notice fee that the company will not budge on.
Business Response
Date: 09/27/2023
Hello *******,

Case ******** has been opened to address your concerns in which you have been in contact with *****, one of our *************** Coordinators. The following information has been provided below as per her case:

I explained that per her signed lease agreement a 60day written notice to vacate is required prior to moveout.
Progress received an online notice to vacate in the form of an email.
Notification date 07-22-23
Requested Move-out date 08-20-23
Lease end date 08-22-23
I responded to ******* with the following information.

Sept 12-
Your lease states a 60 days written notice is required.
Please provide any written documentation you have to support an earlier notification date of 7/22/23.

Per the lease agreement-
3.5 Notice to Vacate. If the Resident provides notice of less than sixty (60) days of the intent to vacate, this will be considered late notice and the Resident will be charged Rent through the full sixty (60)-day notice period, prorated through the notice period.

Please note that the fee is accurate according to the signed lease agreement.

Sept 13-
******* replied that she had technical difficulty entering the notice to vacate form and didn't realize that the form wasn't received by Progress until 30days before the lease ended.
******* also stated that she contacted Progress many times by telephone to advise that she had given her 60day notice. I explained that per the lease, a verbal notification is not acceptable, that notifications have to be in writing.
I asked her to provide any documentation she has to support an earlier notice in writing prior to 7/22/23, and we could then review the fee.

You were then sent an agreement form to set up a partial payment plan due to concerns with making your payments, please keep communications with ***** as she will be able to assist you further with your disputes.

Thank you,

******, Advocacy Team
Initial Complaint
Date:09/26/2023
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 have leased this house for 4yrs. Moving end of lease 10/14 theyre charging me more rent prorated then I actually owe living here. They also are charging month to month when I am leaving at lease end.
Business Response
Date: 09/29/2023
******,
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 the Portfolio Operations Director spoke with you on 9/27/23 and outlined the call below:
Spoke with ****** and discussed the MTM/Rent charges that will be credited during the final accounting. Discussed that as long as the rent of $926.13 is paid no later than the 3rd they will credit the late fee. Advised that the final move out statement will show all adjustments to include adjustments to the final utilities and if they identify any damages in the home after the final walkthrough these charges will also reflect on the final move out statement.****** asked me to please send an email explaining and was advised that it would be sent. Discussed that once receives final MO statement that she should review and if has any questions regarding any charges would need to reach back out.
We value our customers, and as such, make it a priority to work directly with our residents to resolve the matter. If you still need assistance please give us a call at 833.PRG.RESS

Sincerely,

***********************
Progress Residential
Customer Answer
Date: 09/29/2023
Yet to receive an email explaining this. Also if I had not pointed this out and just paid you would have took the money. Nowhere does it explain this on your web and your customer service stated I owed this.

do better for your loyal residents.
Business Response
Date: 10/06/2023
******,
The Portfolio Operations Director detailed an email response on 10/2/23:
Good morning ******,

Thank you for taking my call on 09/27/23. Please note that Progress Residential charges the full rent/month to month fees regardless of a listed move out date. However, residents are only responsible to pay for the days that they will be in the property or through the move out date.

Once you have vacated and the final accounting is completed, they will adjust/credit rent/month to month fees that were charged past the move out date.There will also be some adjustments made to the final utilities, and the move out statement will reflect any charges for any damages left in the home after the final walkthrough.

In order to avoid a valid late fee the rent for 15 days of October should be paid no later than the 3rd. I reviewed the account and note a payment was made for the 15 days rent on 09/28/23. The system will automatically charge a late fee based on the remaining balance which will be credited once the final accounting is completed.

The rent progress website also provides information on the move out process and information on paying the last month rent, utilities, and fees:

Please make your rent payment as usual for the last month of your Lease Agreement. Once you vacate the property and your final invoice is prepared, well pro-rate your final statement to only account for your days in occupancy.

Please remember, your security deposit is NOT your last months rent payment. Please pay all utilities and fees (early termination, administrative, etc. where applicable) prior to moving out.

If your home is being serviced by Conservice, your estimated utility charges through the end of your Lease will be applied to your ledger

Please reach out if you have any further questions or concerns.

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

***********************
Initial Complaint
Date:09/25/2023
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 rented a property from Progress Residential and upon move out they are charging me to paint the home from normal wear and tear. I think this is totally unacceptable for me to be liable to renovate the property for the next tenant. I have videos of how the property was left and it was in immaculate condition. They are going to use the paint that was stored in the garage the entire time of my stay and I am responsible for normal wear and tear. Totally unacceptable.
Business Response
Date: 09/27/2023
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 03329810 has been opened to assist you with this concern in which our *************** Coordinator, **** has reached out to you with a Resolution Agreement Form to be signed via Docu-Sign on 9/27/23.
Once this has been signed by all leaseholders, adjustments will be made and a check will be sent out, if you don't agree with the agreement, please respond to his email so we can further assist you.
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 and that this response shall close the matter with the Better Business Bureau.
Thank you,
******, Advocacy Team
Initial Complaint
Date:09/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having issues with this property for quite some time. I reported a leak from the Ac that caused black mold to grow. We also needed up having a leak form a burst pipe that caused sewage issues and was not fixed properly causing yet another leak. All they did was paint over it. The house smells like sewage and black mold. I sent an email September 9th letting them know if they do not fix the black mold issue that we Will be vacating the premises under the ******* Statute *****. We have not gotten a response and will have to take it further if need be. I want my deposit back and all fees disregard.
Business Response
Date: 09/29/2023
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 have conducted an occupancy check and received a text from you confirming you have vacated the home, the market is still working on a resolution towards your refund request as per your desired settlement, we will arert you via email once we come to a conclusion.

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:09/25/2023
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 moved out of one of their properties on May 26 and I am due my security deposit of $2550. I have received numerous communication over the last four months from the company stating that they are sending a check but I have not received it. Every time I contact them there is another excuse. The latest being there was an IT issue that they are working through.
Business Response
Date: 09/28/2023
Hello *****,

Case ******** has been opened to look into this concern for you. Below is conversation with ***** from Past Accounts
August 08-
I received an email in the Accounts team in box from ******************* III on 8/8/23.
***** (***) was inquiring about his security deposit refund. I replied and explained that due to his moveout costs, he actually showed a balance owed, not a refund.

I received the following email reply from Bud-
On Tue, Aug 8, 2023 at 3:55 PM Bud Edge <******************> wrote:

Youre not dealing with some ignorant person. You stupid ************* need to go back and look at the documents that you sent me when we agreed to terminate the lease. I will give you ************************************************************************************************ ******* already have and I will be taking your stupid f****** ***** to court. Also, I do realize that your CEO lives in *******.

On Tue, Aug 8, 2023 at 3:57 PM Bud Edge <******************> wrote:
Oh, and by the way, it is not disclosed in any of the documents in the original lease that you ************* work as a broker and **** up the utility fees. But my Atty is very aware of that. I had an attorney ready to file a case against you, but then someone in your executive offices, agreed to terminate the lease. Go back and look at the document.

August 10-
I reviewed the attachment regarding the waiver for the lease termination fee and contacted the market to obtain a credit request to reverse the fee.
On 8/10/23, I reversed the fee
Reversed $5,100, and balance is now a credit $1,084.08. I requested a refund.

September 28-
***** has issued a complaint regarding the delay with his refund check.
I have sent a total of 19 emails to various Support people from 8/10-9/19.
I have also been in contact with ***** along the way, apologizing for the delay, and assuring him that I was following his concern until resolved.

Thank you,
******
Customer Answer
Date: 09/28/2023
progress residential sent an email saying the matter has been resolved which, of course it has not. I will be advising them that if I have not received a check by October 5 I will bring my case to Fulton County court at which time my attorney will also file suit for damages, and the fact that they serve as a broker and pad the utility charges which is not disclosed in any of the lease agreement. I have also been in contact with the *** affiliate in ******* which will be doing a follow up story at that time from when they ran in November 2022. This is not a good look for the company especially since their CEO resides in *******.
Business Response
Date: 10/06/2023
Hello *****,

Regarding your disputed response, I have reached out to ***** on an update regarding you Security Deposit refund, I have been copied onto an email that she had sent to her supervisor regarding the technical errors with our support team to have this issued, they are currently working on correcting this concern and issuing your check immediately. Please allow us some time to have this sent as this technical delay was unforeseen.

Thank you,
******, Advocacy Team
Initial Complaint
Date:09/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 21st the air conditioner was no longer cooling the house. Multiple calls were made and multiple work orders were placed but no response. On September 22nd more calls and work orders were placed but this time were considered emergent due to the temperature of the house exceeding 85 degrees due to air conditioner malfunction. Still no communication was provided from a technician and the house has been over 85 degrees for more than 12 hours. And now almost 48 hours of no air conditioning.
Business Response
Date: 09/28/2023
***********,
Thank you for sharing your experience. I apologize for the delay and can certainly understand the frustration in having to reach out multiple times to reach a representative for movement and resolution.
We show that there was a service request created and a hotel stay was offered on 9/21/23 via phone call with a Care representative. At the time of the first Work order J004800118 the temperature of the property was 80 degrees, which although is uncomfortable, is not deemed an emergency per Progress policy. The status was later updated to emergency and a new Work order J004808765 was created and dispatched a tech. The work was completed on 9/25/23.
Please note that according to the lease, section 8.2 subsection (a) for Maintenance Requests:
(a) Response Time. Property Manager will make reasonable efforts to commence non-emergency repairs within 72 hours after receiving repair request from Resident. Property Manager is not obligated to make repairs on a day other than a business day unless required to do so under applicable law.
We value our customers and hope to provide **************** experience going forward. If you still need assistance please give us a call at 833.PRG.RESS

Sincerely,

***********************
Progress Residential
Initial Complaint
Date:09/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have rented for almost 2 years. The first year was good. We renewed our lease and its been HORRIBLE! Its one thing after another. Mold issues, a/c issues to the point where it was 90+ in my house for 3 days And they made no effort for any compensation or sending someone out to fix it, my trash wasnt picked up the bill to the trash company was no paid but yet my money was taken from progress. Also we had a water leak in the bath tub and had to turn the water off and we didnt have water for two daysHORRIBLE CUSTOMER SERVICE. If I could give ZERO stars I would. I pay a lot of money to rent while buying a house and this services are horrible. Dont use them
Business Response
Date: 09/28/2023
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 Assistant Portfolio Operations Director, ****** has reached out to you to assist with addressing your concerns on 9/28/23. She had confirmed that most of your concerns have been resolved however a few concerns were still pending.
- Dishwasher is leaking-Added W/O J004819876
- AMG/damaged wood from leak under kitchen sink-Added W/O J004819893
- Poor customer service was a concern as well-I offered her my sincerest apologies and let her know she can contact me directly if she needs any other assistance

If you happen to have any other questions and/or concerns, please dont hesitate to reach out to me by replying to the email I initially sent you or Alanna.

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:09/20/2023
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 called Progress Residential at *********** at 2;20 pm on September 19th to find out what they required for self employed applicants and let her know what documents I had. She explained they use a third party for the income verification and what I had should be fine. I asked her about the coming soon homes. She let me know that you would put a $250 deposit to hold it until it was ready to be viewed. If you didn't like it, then they would help you try to find another home, and if you couldn't find anything, they would refund your money. The home I had been looking at showed an application was submitted. I checked again at 6 am on september 20th and it was available. I completed the application. I got to the payment page and there was a $35 convenience fee. I had not seen that anywhere else in the application. I had clicked the link to the fee page. The link in the application had fees for smart house, utility turn on, monthly air vent program and sewage if applicable. I decided it was for the credit card payment. I was worried somebody else was going to finish their application before me so I proceeded. I paid $250 hold fee, $50 application fee and $35 convenience fee. I got an email after saying 7 days for approval and a link to the 3rd party income verification. It wanted my bank name and login credentials. I was not willing to give this info. I called at 8 am when they opened and spoke to ******* who canceled my application. He said I would get refunded the $250 but nothing else. I got an email at 9:34 am saying I forfeited the $250 by canceling my application after being approved. I was never approved. I got an email at 10 am asking me to provide ID and income verification to continue approval process. I emailed asking for a sample of the lease. I got an email at 12;14 pm saying they couldn't provide it until approved. It's illegal to charge more than 4% convenience fee. I canceled as soon as they opened. I want the $335 refunded.
Business Response
Date: 09/26/2023
*******,
We apologize for the frustration during the application process for this property.
While we are able to refund the $250 holding fee, and have updated the account to reflect this change, unfortunately the $50 app fee and $35 convenience fee are not refundable. A refund will be processed within 30 days. Please see below for a description of the fees when applying:

*******************************************************************************
$250 Holding Fee (if applicable)
Some of our homes may be subject to a refundable holding fee. This holding fee reserves the home temporarily while we review your application and if approved can then be applied toward your future move-in costs.
If your application is denied, this holding fee will be returned to you within 30 business days.

The holding fee becomes non-refundable when your application is approved, but if you decide to cancel, or if the application is denied due to falsification of the application or supporting documentation.
There are a few fees that will need to be paid at the time of your application. Please be prepared to pay:

$50 Application Fee/per applicant
There is a non-refundable $50 application fee for each person over 18. This fee covers the cost of background checks, time spent reviewing the application, and other expenses involved with the application process.

$35 Convenience Fee
When paying by credit card we will apply a $35 convenience fee for payments over $250.

Sincerely,

***********************
Progress Residential
Customer Answer
Date: 09/26/2023
Hello,
I will accept the $250 refund for the house hold fee. I didn't have enough characters in my original complaint to add this, but i want it to be noted.
I think Progress Residential should explain on their website what the third party income verification site requires. If I had known I would be directed to a 3rd party website and asked to choose my bank and enter my login credentials, I would have never applied.
I also called and let then know I was a **** contractor for a bank and what documents I had to prove my income. They told me a third party handled that and would let me know what was needed. They never mentioned a third party website or providing login credentials for my bank accounts. I was led to believe that third party would ask for the documents. Are the calls recorded so this can be listened too? I would have never applied and incurred the $50 application fee or $35 convenience fee if this would have been explained when I called.
Thank you,
*******
Business Response
Date: 09/27/2023
*******,
I apologize for the miscommunication on our part regarding the PayScore requirements. Per our website verbiage below it does not explicitly state that the bank login credentials are part of the verification process, so I will have our team review this and consider adding the specific steps involved.
****************************************************
What is Payscore?
Payscore is a secure third-party automated income verification service that verifies and reports your income to Progress Residential, through a process you control, by securely aggregating deposit history from your bank account(s). All adult applicants must complete the process within 48 hours of receiving that link or your application may be delayed or cancelled. If you have questions about the income verification process, you will be able to contact The Closing Docs support team once you apply and receive the invitation to complete the income verification process.
*******************************************************************************
Proof of Income
We partner with Payscore to independently verify and report your income via a secure link youll receive after you submit your application.All applicants must complete the process within 48 hours to avoid delays or cancellations. All the documents submitted need to match the legal name of the applicant.
The following items cannot be accepted as proof of income:
- *************************** aid awards
- Bank statement deposits in place of a paycheck stub
- ************* statements
- Personal or business checks issued to the applicant in place of a paycheck stub, W2s, or 1099s

Sincerely,

***********************
Progress Residential

Customer Answer
Date: 09/29/2023

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,

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

Customer Answer
Date: 10/04/2023

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:09/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved in on September 1st, and was even told there were trash bins for me house. When I got here, they were not there. The weekend was Labor day so I called the following Tuesday, the 5th. Since then I have been begging for them to figure out how to get my trash bins to me without charge, which is what ********** (utilities company they work with) was telling me I had to do. Progress said, no, you shouldn't be paying for them, we'll figure this out. Have heard no word from them besides someone emailing me on the 6th saying he was "working on it." Silence since then from their end, but I call constantly asking for an update and the customer service reps are so rude to me and unhelpful. I even got a "we have nothing to do with that so I can't help you" once. Which makes no sense because for two and a half weeks you said you were working on it? I even offered to pay for them and just get it taken off my rent but alas no response via email, and when I called the rep said she has no choice in it but a manager would contact me. Doubtful. I mean how is this acceptable for this company? What do they think I am doing with smelly trash, how do they not care how inconvenient this is when I've paid them so much money already? The house itself is nice and until then Progress was cool but this really puts a damper on it. I just want some communication and my bins. A discount on rent for the hassle would be nice but whatever I'd be happy to just get my bins quickly.
Business Response
Date: 09/22/2023
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 have reviewed your account and found the following:
*******, our Account Manager in your local market had reached out to ************************ on 9/21, we were advised that you had to call them to place a ticket to have the bins replaced and that there will be a fee included with this in which we promise to reimburse you for once you send the invoice.

We were also informed that your trash can be picked up in bags on the curb during the time period of waiting for a bin, the trash provider though should have included this information when you have called them and answered any other questions. We had confirmed with you on 9/21 the process of getting your bins replaced and you had agreed to send the invoice once this fee has been paid.

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:09/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been living at the property since 2018, progress took over back in 2021 and its been a nightmare ever since. My name was on my parents lease from the time we moved in back in 2018, so I never took it because they've always paid all of their bills on time, I didn't see the need to remove my name. Ever progress took over they block my parents online account so they either had to mail the payment or make the payment over the phone cost about $45-60 because they use a 3rd party for over the phone payment. Long story short, I called to place a service maintenance for a window that broke because of a hurricane they charged my parents $1500 to replace it. The whole house floods when it rains. We had to purchase our own stove and fridge. When my mother called to get the bathroom and kitchen sink fixed after spending ****s of dollars trying to maintain the place they told her that she needed to fix everything herself because shes the one that leaves at the property. It has been a nightmare dealing with progress and oneday they will pay for everything. They got to point where they started eviction proceeding for being a few days late because my parents was unable to even make a phone payment because the 3rd party advised us that our account was shown "inactive"
Business Response
Date: 09/26/2023
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 in which we have found the following below:
All service concerns have been addressed in a timely manner, its worth noting as well that we havent received any recent requests, your most recent work order request is *** of 2022.
The chargeback for $1500 isnt on your ledger however a charge for $680 is due to work order J002877401 for the glass sliding door, the notes mentioned that you didnt carry rentersinsurance at the time and repairing glass and windows is resident responsibility.If this was due to storm damage we need to know so that this can be reviewed again.
You mentioned needing to buy a new fridge and stove though we have no evidence of work orders being put in for these 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 and that this response shall close the matter with the Better Business Bureau.
Thank you,
******, Advocacy Team

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