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

  
• 

  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:09/13/2022

  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 was interested in renting a progress residential home and was so excited that I put down a "refundable" holding fee/deposit so that the house was guaranteed to go to be when it was available. When it was ready to view, I had 24 hours to view the property and make sure it was advertised correctly and decide to move in or not. The property was not as described and I worked with the employees to try and find another suitable property. Unfortunately we were not able to find something that worked for my family. Because of this, the refundable deposit was supposed to come back to me. I have been emailing and calling progress residential for MONTHS and they are sending me around in circles and closing out the tickets saying that my issues has been resolved and still have not received my deposit back. This seems like a scam and they are just hoping I give up so they can steal my money.

  

  Business Response

  Date: 09/19/2022

  Hi *****, thank you for taking the time to share this feedback with us. I'm sorry to hear of the delay in receiving a refund. I've escalated this matter to our accounts team and they are re-cutting your refund check to the address you have provided in this complaint. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:09/13/2022

  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.

  Moveout occurred on 8/1/22. Forwarding address was provided on business' Notice to Vacate form. Business did not use the forwarding address for the mailing of moveout statement or deposit return. Moveout statement was mailed on 8/25 and received at the correct address (thanks to **** forwarding) on 9/7. Deposit check was mailed on 8/27 and received at the correct address (again thanks to **** forwarding) on 9/12. Check is not depositable to cashable due to business addressing the check to "*************************, *********************************" instead of "************************* or *********************************". Issuing bank will not cash the check without both parties present and my bank will not deposit the check without both parties present. The additional party now lives in ******* (4+ hours away) and is not readily available to assist in getting the refund deposited. Business' POC has not returned phone calls today about this issue. Business needs to respond with a resolution to the check issue and a way to expedite given that it is now 2 weeks past the deadline due to their failures.

  

  Business Response

  Date: 09/19/2022

  Hi *******, thank you for taking the time to share this feedback with us. I've escalated this matter to our Accounts team and I see that they have taken the time to contact you and explain that we are unable to make the check out to anything besides all signed lease holder names. We apologize for the inconvenience. Please follow up with us here if you have any other questions or concerns. Thank you. ************

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is very much a fraud. Issue started August 3rd while paying the rent via the online portal apparently the payment did not process due to a technical difficulty on Rent Progress end. There was no communication between August 3rd til August 26th when we received an email saying payment did not go thru. Company says they reached out vial phone which was inaccurate and by email also inaccurate. But they say they sent an email Aug 22nd never received. So then they put our account in eviction status. Spoke to a rep beginning of September stating we would receive eviction notice papers in the mail due to the state we live in, still nothing todays current day. ******** care takes forever to pickup no resolution. They are holding us responsible to pay evictions that we werent even notified about plus late fees for September due to them blocking the portal from August. I will be taking legal actions against this company because I dont think we should be held accountable to pay back eviction fees when they failed to communicate with us but are documenting things on there end to look good. Do not rent from this company plus they want you to fix things on your own for there rental properties. Total scam and bogus!!!!! The whole eviction seems to be bogus because *** never lived somewhere where they file eviction right away with no notice or even giving you a chance to pay the rent before filing an eviction . Our rent is always on time never late and this is what happens to good hard working people total shame!

  

  Business Response

  Date: 09/19/2022

  Hi ******, thank you for taking the time to share this feedback with us. I see that this eviction has been cancelled at this time, and that you were notified by demand letter on 8/22/22. Our team also made 8 phone calls between the dates of 8/12 and 9/2 to speak with you. We were unable to leave voicemails as your inbox is full. The August 2022 late fee has been reversed. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 09/19/2022

  
  Yea it has been reserved after we were forced to pay all the fees at one time. And once again still did not receive any email and you all only attempted to call 1 phone number out of the two phone numbers on file, doesnt seem to me like you guys even tried to contact us. Definitely bogus. your response is pointless as it provides no resolution. 

  

  Business Response

  Date: 09/26/2022

  Hi ******, thanks for your response. In your initial complaint, you noted that "There was no communication between August 3rd til August 26th when we received an email saying payment did not go thru." Progress Residential reached out to you by phone on August 12, August 17, August 23, August 24, August 29, August 30, September 1 and September 2. Additionally, we did notify you via demand letter on 8/22. We made numerous attempts to contact you regarding this matter with no follow-up. If you have any other information to share with us, please follow up here. Thank you. ************

• Initial Complaint

  Date:09/12/2022

  Type:Product 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.

  Security deposit from Progress Residential. I moved out of a Progress Residential home, on July 31st, 2022. I did all the requirements to get my full security deposit. I have called multiple times and asked them when I would be receiving my deposit back - it takes 30 days, it is now past their 30 days, we are now 12+ days of trying to get my deposit back. Called several times to verify my address and they said "yes" we have that address in our system. When I received an email from their past accounts/accounting ****** they said they mailed it to my former address where I just moved from after confirming my new forwarding address every time, I have called them. They sent me a copy of the *********** acct. ledger to my email, and it showed my address, but it has MI instead of MO for the state, but the correct zip code. The employee that I spoke with said "oh if it has the correct zip code the state doesn't matter" and I should still get it and it was mailed out on August 23, I don't believe anything coming from this company - they have given me the run around for too long now. I should have gotten it by now. I tried to call them on Friday, Sept 9th, at 5:30 CT since they are EST that would have been 6:30 EST (closes at 7 pm ET). I was waiting for a someone to answer the call and at 6:01 the call disconnected and now this office is closed - how convenient for them not answer the call after being on hold for over 30 mins. This is what I am dealing with this company, I don't understand how they are still in business with this type of behavior. I understand that they really don't care if you get it or not - because that's their way of holding on to your money as long as they can, this is a red flag regarding this company is not reliable and could care less if you get your money back or not, in the way of handling your information. I am done calling them I want my deposit in certified funds, overnighted with a signature required & interest for the days over 30.

  

  Business Response

  Date: 09/19/2022

  Hi *****, thank you for sharing this feedback with us. I'm sorry to hear of the delay in receiving your deposit refund. I've shared this matter with our accounts team and I see that you have been contacted to inform you that we have submitted your refund for rush Fed-Ex overnight on 9/14/22. I believe you should have received your refund by now. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 09/19/2022

  
  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,
  
  *********************-makou
  
   
  

• Initial Complaint

  Date:09/12/2022

  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've paid rent on or before the 5th of the month for July and September and was charged late fees in the amount of $93 due to " the time it takes to process" my payment. I have requested a refund but they will not issue one and cannot show me in my lease where it states penalties would be assessed for rent paid within the grace ******* I have paid this way for the entire 3.5 years I have rented with them and NEVER had this issue. I also have been charged $14.95 monthly since 2020 for renters insurance that I have provided proof of on 4 separate occasions. The rental company refuses to remove old fees and will not stop new charges.

  

  Business Response

  Date: 09/19/2022

  Hi ******, thank you for taking the time to share this feedback with us. I've shared your concerns with our collections team to learn more. Our records indicate that your rent payment for July was not received until July 14, and so a late fee was assessed. I see that August rent was paid on the fifth and so not late fee was assessed. We see that September rent has also not been paid at this time, so a late fee has again been assessed, in addition to the July late fee. We have confirmed that these fees are valid and have been assessed consistent with our policy. With regards to your Insurance fees, I see that this fee began being assessed on 2/22. It's possible your previous coverage expired at this time, requiring you to re-submit your proof of insurance. Evidence of your renter's insurance must be submitted to Effective Coverage at www.EffectiveCoverage.com/proof. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:09/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put down a deposit on a home to rent from progress on April 2, 2022. According to Progress Resident's terms, when your home becomes ready to view, you have ************************************************************************ not. We had let *************************** know (email attached) within 24 thats we would not be taking the home. Per their terms, we were due our deposit back. Same email attached showing *************************** saying he would put in the request for the refund. Flash forward two and a half months later I am still dealing with this company. I have called many times speaking to representatives that continue to tell me that we did not give notice in time. I did have a few representatives agree that we did give notice the same day and that this must be a mistake. A few told me my check would be sent next business day (about a month ago now) and then a few saying they cant help me and there are no managers/supervisors available to change the status and approve the refund. I have been hung up on and ignored over email for months. This company is stealing money and its unacceptable.

  

  Business Response

  Date: 09/19/2022

  Hi ****, thanks for taking the time to share this feedback with us. I've shared your concerns with our Accounts team and I see that a refund of your security deposit was processed on 7/7/22. Additionally, I see that our local supervisor approved a refund of your holding fee on 9/12/22. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 09/21/2022

  Thank you for having the local supervisor approve the refund after the complaint was made. However, I have received several false updates from Progress that the refund was approved prior to 9/11 and that a check was on its way as soon as the ** team could get around to it. If the refund was in fact approved, can you send confirmation that either a check was sent or a refund was made? I have not received a check or a refund at this point.

  

  Business Response

  Date: 09/28/2022

  Hi ****, thanks for your response. I apologize for the confusion. I'm actually seeing that the refund was processed on 9/14, directly back to the card that was used to pay. Please follow up with us here if you are not seeing this refund at this time. Thank you. ************

• Initial Complaint

  Date:09/09/2022

  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.

  After I paid the amount their payment portal said that I owed, I received a call 2 days later saying that I needed to overnight additional payments to them. I canceled my application at that time on 8-26-2022 and Im having trouble getting my deposit back.

  

  Business Response

  Date: 09/23/2022

  Hi *****, thanks for sharing this feedback with us. Our records indicate that you made your initial payment the same day that you received your cost sheet. However, the security deposit was still showing as owed at that time, and was not paid. We see that you called on 8/29 and a note was made that you were having issues making payments and wanted to cancel. The reason you were having trouble making payments is that you were placed on cash-only status which is our general process for anybody moving in in 7 days or less. This is why you could no longer make online payments. This information is explained in the welcome email you received with the cost sheet. The payment you made will be refunded within 30 days of the cancellation of your application. Thank you. ************

  Customer Answer

  Date: 09/23/2022

  Your side of the story is false but it doesnt matter. The fact remains that you have not refunded my original payment and you have no reason not to.

  

  Business Response

  Date: 10/04/2022

  Hi ******, you should have received your refund by 9/26. If you have yet to receive your refund, please follow up with us here and I will request that your refund be expedited. Thank you. ************

  Customer Answer

  Date: 10/05/2022

  I still have not received a refund. 

• Initial Complaint

  Date:09/09/2022

  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.

  Job # J003408484 was created by me in reference to a clogged bathroom tub in my upstairs bathroom, as well as my closet - which had completely collapsed onto my closet floor, clothes underneath.When I called and spoke with a Progress Residential representative 9/2 Friday, I was told apologetically that the work order was not picked up by a technician; and because it was so late in the day, would not be resolved until Tuesday because it was the holiday weekend and this was considered a non emergency. 9/6 Tues. rolls around and I receive ANOTHER confirmation for the aforementioned work order. By 4:20p in the afternoon when no one had yet arrived to service my requests, I called the ********** Progress Residential Branch *************) and learned that the technician was "stuck" at another home and would have to come tomorrow. My response was inquiring whether anyone took the time to advocate for me considering the lack of delegation in repairing the items upon initial receipt. I was told that the technician said the current service "EMERGENCY" would take a considerable amount of time to complete, asking me if tomorrow around the same time would be ok. I share my disdain of the entire shuffle and reluctantly commit. Wednesday comes and again, around 4:30p no one has shown up. I call the same ********** Branch affiliated with my home and was placed on a hold that lasted over 28 mins. Abruptly, before providing me an update 28 minutes into the call, and about 7 minutes before 5pm, the call drops. I call back, but of course it's so close to 5pm (closing time), no one answers. That is when I call the **** Progress number to not only file a formal complaint, but to also learn what I must do to get repairs done?! Mysteriously enough, a magical work order email was once again sent to me dated 9/8/22 (same job # J003408484).A week and day later, my items still require repair. I pay $2200 per month and need a resolve and working shower!

  

  Business Response

  Date: 09/16/2022

  Hi Precious, thanks for sharing this feedback with us. I've shared your complaints with our local team who have attempted to schedule the necessary work orders to complete your repairs. I see that you have had to cancel and reschedule these appointments. Our team also attempted to contact you by phone and email the morning of September 13. If there is anything further we can do to assist you at this time, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:09/09/2022

  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.

  9/2/22 - Application submitted for a 9/14 move-in 9/3/22 - Application denied for an application error 9/3/22 - Created a ticket to correct my error 9/4-9/5/22 - No follow up 9/6/22 - Application Denied for the same reason 9/622 - Created another ticket to correct the error 9/7/22 - Application was approved 9/9/22 - Was informed that I need to overnight my move-in fees since we didn't pay online How is it possible for me to pay when I never received a move-in cost sheet or a lease? I can't make a payment if I don't know the cost. Right? I called and was given the following options:- Pay ****** to change my move-in date in order to pay online - Accrue Overnight fees to send in the money - Lose my ****** holding if I don't comply with the options to cancel my application I spoke with *** the supervisor who was horrible, clearly the company does not have any QA standards. *** rudely explained that I made an error on my application that held up our timeline. Which is partially true. I attempted to fix the issue in a timely response. Progress didn't resolve or follow-up, so a second ticket had was created. The application was approved on 9/7/2022 Currently it's 12:45PM ET and I have not received any move-in cost or lease agreements and I'm expected to pay. I cannot pay because no information has been provided to me from Progress. The company has refused to take accountability for the lack of communication on their part and was quick to pass blame to me. I did my due diligence with correcting the issue, in fact I called twice to get it fixed since the first agent made an error. I should not have to call in multiple times to navigate the application process. I highly suggest someone to do a call audit and review each interaction, it's absurd. I'm requesting my ****** back and will take my business elsewhere. I will not allow this company to bully me any further as they continue to cause issues to the housing market while nickeling and diming people.

  

  Business Response

  Date: 09/16/2022

  Hi ******, thanks for taking the time to share this feedback with us. I've shared your concerns with our applications team. Our records indicate that your first application was denied after Section 8 was incorrectly selected to be applied to your application, which resulted in a denial. Your application was re-run after this and then approved. I see that you were informed that if you wish to extend the move-in date past the 12 days we provide, a $250 extension fee is required. Our record indicate that a lease was delivered to you on September 9, the same day this complaint was submitted. Our team contacted you on September 12 and September 13 to assist with the lease signing, but was unable to reach out. At this time, your application has been cancelled due to non response and non-signature of the lease. Per our listed policy, a refund of the holding fee will not be provided as your application was approved and then cancelled due to non-signature. Thank you. ************

  Customer Answer

  Date: 09/18/2022

  on 9/9 the lease was sent after I initiated three phone calls. At that time the cost sheet was not sent. Why would it be expected for me to sign before I had an opportunity to review the cost and fees? My records indicate several attempts to move this application along in a timely manner: 

   

  9/3/22 - Application denied for an application error
  9/3/22 - Created a ticket to correct my error
  9/4-9/5/22 - No follow up
  9/6/22 - Application Denied for the same reason
  

  I had to call again to get another ticket created. At this point, why was my first ticket denied, and why did I have to call in again to open another ticket? This set another unnecessary delay. Not to mention there was silence from the company from 9/3/22-9/5/22 pushing me closer and closer to losing the opportunity to pay my fees before move-in. 

• Initial Complaint

  Date:09/09/2022

  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.

  Since moving in we have had nothing but problems with this company. Within the first week our fridge/freezer had been broken and very warm, air conditioner broken, wires cut up in the yard with no knowledge if they have power going through them. Mold everywhere from a leak that was fixed in the past, ***** infestation, nails and floor tiles and sharp metal everywhere, sprinkler system broken. I started getting sick a few days after moving in that is when we discovered the mold all over the kitchen. I woke up coughing with a runny nose and fever. as a respiratory therapist I was concerned, I was short of breath. I went to the doctor after a few days learning in fact I have a respiratory infection, turned into bronchitis due to the mold. it has been 3 weeks with nobody willing to come by to look at the mold, my health has severely gone downhill since moving in. I have an immune disorder and it is harder for me to fight off infections. In addition, our fridge has not been working since moving in, hundreds of dollars of food has been thrown out as a result. when contacted about the issue that said it would take a few weeks to fix the fridge. Finally someone came by and said he needed to change the chip in the fridge, the fridge is still broken and warm NOT FIXED. For days I have stayed home being told someone would come by and check out the yard, fridge and mold and still nothing. it has been over 3 weeks and I am still severely sick and dealing with a broken fridge and wires everywhere that could easily be a fire hazard due to the fact we live in ******* and it rains every day. THIS company never has addressed our concerns, and hardly ever answers the phone or calls us back. please help us with this situation. there has been many complaints and nothing has been resolved. thanks. - *********************** BSRC, RRT

  

  Business Response

  Date: 09/16/2022

  Hi ********, thank you for sharing this feedback with us. I've taken the time to escalate your concerns to our local team. I see that ****** visited your home and noted no visual signs of discoloration in the home. I also see that a refrigerator is scheduled to be delivered today, 9/16/22. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************