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:09/04/2022

  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.

  On July 7th, 2022, a cashier's check was received by Progress Residential in the amount of $2,500. This was issued by my bank, USAA. I have tracking information that shows it was delivered. Days, then weeks passed, & they kept saying they didn't have it. During the first week in August, I began calling every few days, then once a week, asking to escalate the matter. Every time that I called, on-hold wait times were almost always in excess of an hour. The last time I called, which was during the last week of August, my call was supposedly being 'rerouted' to a supervisor. I was on hold so long, that the call ended up back in the queue. When someone finally answered again, I explained who I was on hold for, & they just put me back in the queue. At this time, the business was about to close, & the person on the other end told me that I may not get anyone, as they were all leaving the building. I was put on hold. I waited an additional 40 minutes then hung up I cannot stop payment on the cashier's check until 9/29 - & this entails a $30 fee. My lease is up on October 19, *** wish to renew it for another nine months. The problem, however, is that they will NOT let me renew my lease with an outstanding balance greater than $250, or $500 (I'm not entirely sure which.). Since then, both my *********** September payments have been marked late, *** was charged a $94.00 late fee each month. These payments were posted as my *********************** *** show a present balance of $1,930.00 (which is technically the July rent payment that they claim to have not received). The July payment was late by 2 days; the ****************** payments were NOT late.For the entire first half of August, I had to explain the situation multiple times & be rerouted to multiple different departments. I was told to be patient, that they were looking into it. I was told someone would call me back, every single time. No one ever called me back.

  

  Business Response

  Date: 09/09/2022

  Hi ********, thank you for taking the time to share this feedback with us. I'm sorry to hear of the issue with the check you recently submitted. I've shared your concerns with our Collections team and they were able to locate the check. Our team is currently working to determine if this check can be posted since a stop payment was issued, and will follow up with you directly. Once the $2500 is applied, you will have a credit balance of $472.74. Additionally, we will be waiving any late/legal fees incurred because of this error. This includes the July 2022 late fee of $96.72, the August 2022 late fee of $96.72 and the September 2022 late fee of $96.72 for an additional credit to be added to your account of $290.16; which will leave you with a credit balance once everything is applied of $762.63. Please let us know if you have any other questions or concerns and I will be happy to assist. Thank you. ************

• Initial Complaint

  Date:09/04/2022

  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.

  We have had an extremely difficult time getting ahold of Progress Residential regarding the safety of our children and ourselves, billing issues, and repairs not being done. Progress has yet to return any of my calls, voicemails, or emails from any avenue. On 08/24/2022 I found out about a violent sexual predator of little girls was living 4 houses away, and attempting to talk to children getting off the bus. I immediately emailed Progress to express my great concern and asked to have us let out of the lease without penalty on 09/30/2022. I am a recent survivor of sexual assault, and have a daughter the same age as the offender's victim.We have also been exposed to numerous water leaks in the home that Progress refuses to have fixed properly. Water continues to make its way in the home when it rains, even through the light switch on the wall, which they have pictures of and do nothing to rectify. Progress has sent workers twice in an unmarked van to complete work. The first one kept trying to talk to my minor son after being informed I was not there and he needed to wait. The other male who was sent had text me at 11:34pm the night before to tell me he would be showing up the next day, rather than trying to actually schedule. He did not speak English and put a phone screen in my face so I can read his work ticket, rather than have any kind of translator. It has been an undue burden to keep us trapped here in this lease. I also emailed customer care on 08/30/2022. On 08/31/2022 I called customer care and they said they did not have any of my complaint emails, and advised me to email the ******* office for a faster response. I found that very odd as they have received all of my emails previously, and I have not changed anything. On 08/31 I emailed customer care, ******* office, as well as Rich M and ****** B of the ******* team. Progress email policy is 72 business hours for a reply, and I have STILL not been contacted as of 09/04. We just want out!

  

  Business Response

  Date: 09/16/2022

  Hi ******, thank you for taking the time to share this feedback with us. I've escalated this matter to our local team and I see that at this time, Early Termination has been approved and the September late fee on your account has been refunded. I also see that our local team has followed up with you regarding the administration of your deposit. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:09/03/2022

  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 moved in March 12,2022 the organization was aware of numerous health volition, risk to children, and adults. I signed a contract stating it comes with the price of a deck, and the ga code enforcement found it to be unsafe since a was injured. This organization was aware of the condition of the deck that was falling apart and wasnt safe to walk or use. They decided to not repair the deck in June when they demolish the deck and not rebuild. I was told they will refund me $200,00 in July by ***** who is a manager with the company @ ************* I never received the adjustment, i asked the lease to be reamorized since they decided not to rebuild a new deck and I pay rent and signed a contract based on having a deck from with the home. I pay 2, 300 for a deck and the price without a deck for all there property in this location is 200 plus less. I called the organization on June 25, 2022 and was told some one will handle this issue with the adjustment and a new lease without the deck and price and no one from this organization have connected me or changed the price. The contract isnt honorable if they decided to remove the deck and not replace it, but still fraudulently taking funds for a contracted that is voided once the change took place based on their discussion to not replace it and I was never notified from the organization they wasnt replacing it the company they use to remove the deck spoke with me on the phone with one of this organization customer service that was recorded.

  

  Business Response

  Date: 10/16/2022

  ******** - Resident requested $200 off monthly rent, for a total of $2400. This was denied, but resident was offered a $1200 concession since the deck was removed, which was accepted, and the resident reported they were satisfied with this agreement.  
  

  
  

• Initial Complaint

  Date:09/02/2022

  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 organization refuses to fix the tub in my rental home. They keep trying to paint over the tub, and it doesnt stay sealed. My child swallowed and ate the paint peelings, and got sick. The property management company still hasnt said anything. They keep trying to paint it, and it needs to be placed.My stove doesnt work, and it is cracked, and the ventahood has never worked, and they refuse to replace the appliances that do not work.

  

  Business Response

  Date: 09/09/2022

  Hi ********, thank you for taking the time to share this feedback with us. I've escalated this matter to our local team and at this time, I see that your tub replacement has been scheduled with a third party vendor. I also see that a work order for your stove has been scheduled for 9/16. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:09/01/2022

  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 moved into a new home with Progress Residential where the move in was conducted over the phone at my previous residence stating information about the property keys, lease information, HOA information along with a 5-minute video. My lease started on May 2022. I actually moved into the new property around June 8. 2022. Right away i attempted to make a work order online for the garbage disposal which would not turn on, i had tried several times but received an error message stating the systems were down for maintenance requests. I was finally successful with calling and getting a live agent. They came out and reset a breaker and then i received an invoice i would be charged $105 because it was my fault i never checked it upon move-in, Around the time on June 18, 2022 , my 12-year old daughter was taking a shower in the master bedroom which had sliding glass doors. Later on, one of the doors fell on my daughter while she was showering, sshattered, leaving glass shattered everywhere. Myself, my daughter, my 71-year old mother were all left with cuts from the glass.(i have pics) I called Progress the next day and reported the accident which they stated "If it was intentional or any fault of our own we would be charged. The glass repair was first given to Glass Central and the repair man (******) who came out to take measurements stated it was missing a roller in the middle and that was probably why it fell. The repairman took the one roller to the shower and never came back. In July after i checked on this order with Progress they assigned another Vendor Redline Doors/windows who took measurements and did not fix until August 24, 2022, which left me for 2 months without a shower, To add insult to this injury they sent me an invoice today for $1602.50 for parts and labor for the shower door which was not properly installed in the first place to be added to my rent. I have left several messages to Progress Residential **************** which has not responded.

  

  Business Response

  Date: 09/15/2022

  Hi *********, thank you for taking the time to share this feedback with us. I've shared your concerns with our local team and I see that you have been contacted by ****** who is working with you to provide a credit. I see that ****** reached out to you yesterday to provide an update on this matter. If you have any other questions or concerns, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 09/17/2022

  
  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. I truly appreciate how ****** at Progress Residential Homes handled my situation with compassion and understanding which made me feel like a valued resident. 
  
  Sincerely,
  
  **********************
  
   
  

• Initial Complaint

  Date:09/01/2022

  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.

  In June I began renting a home from Progress residential, the last 2 months I have had to contact them about duplicate utility charges on my monthly invoice. to be specific it has been a trash fee and a storm fee. The description of the trash fee appears on different lines once as Trash fee 09/2022 on another line it will appear as Trash fee 09/01/2022-09/30/2022 both for $12.50. the storm fee is always $3.50 but is duplicated. On the current 09/2022 invoice not only are the charges for trash and storm fee duplicated but i also have trash fees from previous months appearing and they are for double or more the amount that I pay monthly. I saw a rough draft of the September bill on 09/22/2022 and emailed ********************* who previously helped me but she told me all she can do is create a case and send it to accounting, I asked to speak to someone she said they don't talk to the public but suggested I call ********** who handles the utilities for them. I called ********** multiple times and waited for over almost 2 hours, was hung up on.. i called back and asked for a supervisor as the rep i spoke to had no idea what i was talking about. he said the supervisor que had 200 people waiting and would put me on a callback list.. i still have not received a callback. I need this issue resolved quickly not after my grace ****** when a $125 late fee is assessed. If possible i would like last months $125 late fee credited as the correction to my invoice was done weeks after i called in

  

  Business Response

  Date: 09/09/2022

  Hi ****, thank you for taking the time to share this feedback with us. I have escalated your concerns to our local leadership time for further review. At this time, I see that we have submitted a request to correct the duplicate charge. Additionally, we have also requested a Make It Right credit of $125 for the inconvenience. If you have any other questions or concerns, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:09/01/2022

  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 am renting a home from Progress Residential at the listed address. I am a nurse and I work nights. On the morning of Tuesday, August 24 - My A/C unit went out - it was not working in any capacity. I immediately reported to Progress Residential and was told they considered repairing A/C an emergency and that someone would be in touch in less than 2 hours...It was 9:00 am....by 1:00 pm, it was 93 degrees in my house so I called Progress again -- They then said they had created a work order and that someone would be there by the close of business. At 5:00 still hadn't seen anyone or heard from Progress...On Wednesday I had to call Progress again - I was promised many things including call backs -- none of which arrived. On the 3rd call to Progress (and I usually on hold anywhere from 20 minutes to 1 hour - Finally that late afternoon someone came and looked at it but didn't fix it & didn't return until 08/30/22 to fix the A/C. I called Progress asking where I was supposed to go in the meantime ---they assured me that someone would call me back and that I would taken care --- of course they didn't - me and roommate were forced to rent a hotel from 24th to 30th because it was dangerously hot and unbearable in our house. ---WE had stay in a hotel for 6 nights before the A/C was repaired (Tuesday August 30 late evening)...It cost us $767.88 and we have submitted receipts as directed ---we were told that we would be reimbursed for this. However, now we are being told that they can't find in their notes where someone "approved" it .....They were made aware of the dangerous heat conditions in house and they aware that it was not repaired until 08/30/22.. Please note we have NEVER not once, ever been late on rent -- in addition, we have taken good care of the property and it was not our fault the A/C went out....but we were helpless to do anything about it. Please note there was a severe heat advisory for *******. They owe ** this money.

  

  Business Response

  Date: 09/07/2022

  Hi *****, thanks for sharing this feedback with us. I've escalated your concerns to our local team, and I see that you were contacted by ******** on September 2, September 6 and today, September 7. ******** has requested copies of the hotel receipts from your stay so that we can share with our account management team. ******** has reported that no response has been received at this time. If you are able to please respond to ********, she will be happy to assist. Thank you. ************

• Initial Complaint

  Date:09/01/2022

  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.

  Progress Resdiential charges fees and cant even explain to me why! I have called customer service and nobody can explain to me why. After being on hold all morning, they transfer you from department to department without any notice. After speaking to 3 different agents, 1 agent who was very rude advised me to pay the fee and said all she could do is file a complaint. I waited on hold until she finally came back and never got the email. I asked her to send it again and she hung up on me. I filed a complaint to Progress to email ******************************************* from my email address. Case number ********. The COURTESY Notice from my HOA provided by Progress Resendential on 7/26/2022 was a COURTESY NOTICE not a charge due to inaction of violation, but yet they are charging me. The issue was resolved and picture was taken to show proof and uploaded directly to Progress Residential on 7/26/2022. The courtesy notice did not mention anything of any charges being applied. I want this charge removed or credited back to my account. Progress has the worst customer service I have ever experienced. I will also mention I moved in moved in 4 months ago and still do not have a working ice machine on my fridge. I filed a complaint and nobody has yet responded in 3 months.

  

  Business Response

  Date: 09/09/2022

  Hi ***, thanks for sharing this feedback with us. I've escalated your concerns to our local leadership team and I see that ********* has reached out to ******* by phone and email to share updates with you. If you can please respond to *******'s email, she will be happy to discuss the Hoa fees assessed to your account in greater detail. Additionally, I see that ********* has created a work order to have your ice machine serviced promptly. If you have any other questions or concerns at this time, please follow up with ******* for the most prompt service. Thank you. ************

• Initial Complaint

  Date:09/01/2022

  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.

  On 8/3 my rental assistance provider HomeFree USA mailed a check for ***** to Progress Residential to cover my rent. . They emailed progress residential. With the instructions on how to track the payment. My account now has fees adding up and no payment applied. I have called several times and each time I am told to wait until someone from rental assistance department reaches back out to me. I am very concerned because I had heard from others in the same situation that they can take months to apply the funds and send eviction notice in the meant time, apply more fees purposely then magically find the check later on? I need someone from Progress to assist in finding my rental assistance funds asap.

  

  Business Response

  Date: 09/15/2022

  Hi *********, thank you for taking the time to share this feedback with us. I've referred this matter to our collections team for further research. We were unable to locate any payments received recently from this agency for $4939. *********, a member of our collections team, has sent an email to the agency for more information. I believe you have been copied on that email, *********. Our team will continue working to locate your funds and ensure they are applied to your account ASAP. Thank you. ************

• Initial Complaint

  Date:08/31/2022

  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 have many complaints! Main ones are as follows: theres been several times that progress residential has sent workers from either a company they choose or their own workers to come on to my property without my knowledge. I have complained and requested that no one enter or come into my backyard ! Workers have done jobs several times without me knowing!So complaint number one they are not respecting my renters rights of a 24 hour notice before anyone steps foot on my property including the yard!Which brings me to the biggest complaint! I have lived here since 2018 started complaining about the trees there was several issues one of them was in a power line of which they sent people to cut down.. I heard the boom of the tree fall in my driveway without them even knocking on my door! Then in May 2021 after several requests to management about existing landscaping that has been overgrown because of the type of plant that they had planted. They literally planted palm trees and other trees in front on my window. I did trim what I could but palm trees cant be kept short they do grow tall. After being denied several times and being told that it was my responsibility to care for the landscaping even though they were taller than 8 feet. to But I was awoken one morning to a chainsaw running outside of my window! I ran out to ask who they were and who sent them and they responded they had a work order from Progress Residential to come and cut these trees down! PR never told me that they even approved this request (since I was denied several times)and then they show up out of nowhere ! Worst thing, Im a single mom! These men were outside of my bedroom window! Now I am being charged $125 for this illegally done work! ! Not even an email to let me know I was to being charged.. by PROGRESS! I have complained for about a year now and they are refusing to remove that bill. Now my lease is almost up .PR is .raising my rent and charging $40mth 4 WELL WATER!!! No!

  

  Business Response

  Date: 09/13/2022

  Hi ****, thanks for taking the time to share this feedback with us. I see that our local team has taken the time to reach out to you to inform you of the credits that have been applied to your account. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************