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 has 22 locations, listed below.

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  Progress Residential Property Manager LLC

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

  
• 

  Progress Residential Property Manager, LLC

  5601 Powerline Rd STE 100 Fort Lauderdale, FL 33309-2831

  
• 

  Progress Residential

  1801 Royal Ln Ste 307 Dallas, TX 75229-3179

  
• 

  Progress Residential Property Manager, LLC

  1500 15th Avenue Dr E Unit 103 Palmetto, FL 34221-2823

  
• 

  Progress Residential Property Manager, LLC

  8604 Cliff Cameron Dr Ste 110 Charlotte, NC 28269-8506

  

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

• Initial Complaint

  Date:08/31/2022

  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.

  We were looking at renting a property through this company and never signed a lease. We just went through the preliminary steps and then decided on another property. We had already put down a hefty deposit but the lease was never finalized. When we canceled they assured us we would receive our deposit back. It has been almost 2 months and now they are saying we forfeited our deposit once we had a move-in date. Nothing was ever signed. They accused us of reversing the application and holding fee through our bank, which is not true. We never stopped payment on anything. They are not being cooperative and it is difficult to talk to an actual person. We would like a full refund of our deposit which is $2300.

  

  Business Response

  Date: 09/13/2022

  Hi ****, thank you for sharing this feedback with us. We're sorry for the delay in providing your refund. I see that our team expedited the refund check for this matter on 9/7/22, and that as of today, 9/13/22, we see that the check was delivered and signed for. If you have any other questions or concerns at this time, please follow up with us here. 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.

  The company refuses to install a new dishwasher after it stopped working. I have made 4 requests. They canceled the service visits twice. When I rented this overpriced house it had a working dishwasher. It is the companys obligation to repair it.

  

  Business Response

  Date: 09/01/2022

  Hi *****, thanks for sharing this feedback with us. I'm sorry to hear of the delay to repair your dishwasher. I see that a member of our team reached out by phone today and yesterday to schedule the visit to repair your dishwasher. I believe a voicemail was left on both occasions. If you are able to please give us a call back, we look forward to setting this appointment to resolve your dishwasher issue promptly. Thank you, and we hope to hear from you soon. ************

  Customer Answer

  Date: 11/28/2022

  I would like a dishwasher installed immediately. I submitted a request with this company three months ago. This is my 2nd BB complaint regarding this matter. What is bothersome is the fact that the company consistently cancels the day of the scheduled delivery. They have cancelled my delivery 4 times.

  

  Business Response

  Date: 11/28/2022

  Residents dishwasher was delivered and installed as of 10/11. Additionally, a credit of $500 was provided for the inconvenience. 
  

• Initial Complaint

  Date:08/29/2022

  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.

  I applied for a home with this company and was approved. Shortly after I saw a better home on their website that would be available earlier, so I had my holding fee transferred to another property. I provided them with the date that my previous lease would be up which states that I need somewhere to move by the 1st of August. The home never became available after more than a month. I ended up having to rent hotels for me and my family to live in, during this time for which they were aware of I had to pay for hotels to live in. I was then asked to find another house on their website, for which I did and that house was ready for move in. When the time came for me to move in the house, someone else was living there and they stated that they did not know the person and she would be removed. Which this meant I still did not have a place for me and my family to live and my savings had been exhausted. I requested that they at least refund me for the hotel stay and the cost of my storage units. They advised me that even though I waited for them to get a home ready they didn't make me any promises and then cancelled my application, leaving me and my family homeless. Please don't waste your time with this company it may have not been illegal but it was unethical. Now I'm out of thousands of dollars and still no where to live. This company doesn't care about people only their bottom line and if you complain they cancel your application. In addition I am not sure I will even get my holding fee back, they were not even professional enough to call just texted that they had cancelled my application. At this point I believe everyone on this site, because of they way they treated me and my family. I wasted more than a month waiting on them. Money lost and stress level very high. They should be banned just by the other reports of their actions on this website.

  

  Business Response

  Date: 09/12/2022

  Hi *******, thank you for taking the time to share this feedback with us. As of 9/1/2022, I see that $385 was refunded to your credit card. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:08/29/2022

  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.

  Billing errors were made during the lease renewal process that haven't been corrected. I've called several times trying to get the issue resolved and I'm told "I'll have to send this to someone else because I'm not trained on home to home transfers" but never get a call back. I've reached out via the call center, via email, and via the local office. I've had no success getting this issue resolved and it has been almost 30 days. Near the end of my 1 year lease, I decided to have my mother move into the home and take over the lease once it was renewed. I was assigned as the guarantor. The changes were supposed to take effect at the end of the lease (8/31). When I tried to pay my rent for August 2022(the last month of my lease) I realized my online account had been disabled. Once customer service recreated my account, I had to pay with a credit card to make my payment on time (before the 4th). I had to use a credit card because all of my payment methods were deleted along with my first account and the verification process takes days. I was charged a fee for the credit card. The payment I made ($1440) covered the rent and that extra charge. I was surprised to see a late fee later charged to the account since I made the payment on 8/3. Besides that, the account shows charges for New *********************** Exemption, and Resident Benefits Package. None of these charges should be applicable since the lease didn't end until 8/31. I have rental insurance and provided that as requested months ago. Also not sure what the resident benefits package is but the house isn't a "smart home". I am fed up with calling and getting hung up on or lied to and need this issue fixed.

  

  Business Response

  Date: 11/28/2022

  Resident is no longer being charged for any further ***************** exemption fees. Credits have also been provided for past charges. As of October, there was a credit balance on the account for $8.10.

• Initial Complaint

  Date:08/29/2022

  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 been with Progress Residential Since March, 2021. Went to go pay my rent this weekend which I know was late and my account is locked. Will not allow me to pay. There is over$500 in eviction fees on top of their $125 late fee and $40 "demand" letter they email you and they are charging me for Septembers rent and it's not even September yet. I never really pay attention to the demand letters. This time I got 2 within 2 days with different dates. I called and questioned. I was told we would be fine the eviction process takes months. She offered to take partial over the phone I told her I would need to wait until payday. Now this. They say on there website they work with people, I'm not finding that the case. We are a family of 5 daughter serving in the Navy and suppose to come home for Christmas and we are not going to have a home for her to come home to?! Husband recently diagnosed with *** ************ went out of our vehicle, now Progress wants to add to the stress instead of being understanding. Been on the phone for over and hour waiting to speak with all these different departments for resolution and call just got disconnected, so frustrating. I really wish I would have read ALL reviews on this company. No one knows what's going on. I was just told by ****** that 3 months ago they changed how they do their demand letters why was there not a notice given? There is so much more but I do not have enough space to type it all out. I just want to get this resolved and get through my lease time and this point. I've never been so stressed in my life. I'm on my second call back this morning with now 26 min wait. Hate to see what what's going to be because my 5 min wait was over and hour and disconnected.

  

  Business Response

  Date: 09/02/2022

  Hi ******, thank you for taking the time to share this feedback with us. I'm very sorry to hear of the confusion with your account and for the lack of response from our team. I took the time to escalate this issue to our Collections team and I see that you have been contacted by *********. ********* let me know that we have marked your account as paid for the eviction, and you have been taken out of evictions. We are also working to have a release of judgement filed. We apologize for the miscommunication and difficulty resolving this issue. I see that ********* has provided you with her direct line. If there is anything else I can assist you with today, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:08/29/2022

  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.

  Continuous and ongoing erroneous fees, lack of response and resolution.Facts:My lease expires 9/12/2022, I have not renewed it, and have provided Progress Residential with the proper notice to vacate.PR uses a 3rd party to provide utility billing as a "courtesy" to their customers. It's not a courtesy, it's a way to ensure that major utilities are paid by the renter. Let's call a spade a spade.In August, their 3rd party billing company estimate my August and September usage and PRE BILLED me for this.I contacted my account manager, and questioned the pre-billing and told her, I could not pay it, and would not pay it as it was not a current billing.Today, 8/29, I accessed my account to pay the final rent for the 12 days remaining on my lease.I've attached a screen shot of my account.Line one the prebilled Utilities Line two Pet Rent for August, which I paid, last month.Line three: Late Fee Line four: rent for 12 days Line five: a full months pet fee, although I am not living/possessing the home past 9/12/2022 Line six: 18 days of rent beyond the expiration of my lease Line seven: a month to month fee. I did not request to rent month to month, I am not staying beyond the expiration of my lease. They should not be charging me a fee for this service.Additionally, the move our requirements, are separate from the lease and go above and beyond normal and customary rental requirements. But, let's address the erroneous fees and over billing first.When I email my account manager, she's out of office. When she responds she says she'll notate my account. Nothing gets resolved. I need help from a you to resolve this issue with this company.

  

  Business Response

  Date: 08/31/2022

  Hi *****, thank you for taking the time to share this feedback with us. I'm sorry to hear of the confusion with your final bill. I'll be happy to share some additional information with you. 

  Regarding the mont-to-month fees, please note that residents are charged for the full month they are moving out, despite the date. You only need to pay the amount up to your move-out date. The additional days of rent + any month-to-month fees that *** appear on the account will be written off after your deposit accounting is reconciled. 

  Regarding the utilities, final utilities are billed from **********. They calculate the final bills based on averages from the previous actual bills received. They create the charges and bill them to your ledger. Additionally, all utilities are billed in arrears, and when moving out, they need to be brought up to date. As far as your final utility charges, they are estimated through the endow your lease and those have been applied to your ledger. you are not required to pay all final utilities immediately, but they are due on or before the Move-Out date. The finally utility bill will be reconciled after move-out with actual usage, and additional credits or charges will be applied at that time. 

  If you would like me to have a member of our accounts team reach out to you to discuss this matter in more detail, please let me know and I will be happy to do so. Thank you. -Rich M.

• Initial Complaint

  Date:08/28/2022

  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.

  Progress Residential (PR) tries to extort residents with illegitimate fees. We placed several work orders, one regarding a tree that fell on our fence and is a danger to our toddler. After several calls for order statuses, on AUG 12th we called PR for an update on an open case about disputed charges from SEP21 for a pmt sent to PR but lost by **** and to confirm the amount being paid, minus the contested fees, as we were told to do and have done for almost a year. We also requested to make the payment online, which was provided to us before during this dispute. We were denied then told to mail a cashiers check and email a photo of the check & tracking, as we've done repeatedly with no issues. The estimated delivery was 1 day before the filing date, yet it didnt arrive until the day of. Although several prior pmts were received & accepted in this fashion, we were put in eviction status the same day PR received our pmt. AUG 25th, PR notified us they were returning our pmt and we're placed in eviction status, with new fees totaling $700. After 7 hrs on multiple devices on hold attempting to speak to a manager but were told we'd be called in 72hrs. PR's actions and fees come off as a form of retaliation for opening recent work orders, which is illegal in Georgia (ref. H.B. 346). A rep ****** said PR wont address fees until we paid the full *** although other reps opened cases repeatedly for this issue and never told us to pay the fees for a review & credit. She then claimed we wouldnt get all fees credited so we are now forced to pay fees weve waited 11 mos to resolve because PR chose to return our pmt & file eviction the same day in order to qualify our account for eviction status and put us under duress to now pay $3.5k for a home that is $1.9k/month. We havent received the check for AUG 21 and PR has no tracking but expects us to pay $2.2k, AGAIN, plus $1.3k in fees before PR can give credit regardless of monthly notations dating back a year on our account.

  

  Business Response

  Date: 09/09/2022

  Hi *******, thank you for sharing this feedback with us. I've escalated your concerns to our collections team. They've reviewed your complaint and I see that they have noted your payment was received on Friday, 9/2. As a result, we have cancelled the eviction and take your account out of evictions. A credit request for $500 has been submitted for the legal expenses. With regards to the issue with the trees, I see that a work order related to this issue was completed on 8/31. If you have any other questions or concerns, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:08/27/2022

  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 been living in my current residence for 8 years. The leasing agency Havenbrook was transferred to Progress Residential in June, I made my first rent payment to them with no problems through the tenant portal. In July Progress Residential attempted to withdraw my rent although I had not set up automatic withdrawal. Because there was insufficient funds they disabled my portal account preventing me by paying online, why do that? So I called in a attempt to pay over the phone and I also was denied that. So I then tried paying by mail, my back sent 2 electronic checks for the month of July and August, to the address on website, they were declined, but they neglected to inform of this so I dud not know until I received a notice of non payment with a threat of eviction of I didn't pay by August, all this time I have been trying to send my payments but its impossible to get a hold of anyone, and they don't respond to emails. I then sent 3 cashier checks for months of July August and September, and informed them through email if this,, and still to this day I have not been contacted. I don't know where I stand with them and I'm afraid they will start the process of eviction. This is a tactic on their part to make me leave so they can increase the rent to future renters. I beg you to please do something, so many are suffering through issues with this horrible business. Unethical, incompetent.

  

  Business Response

  Date: 10/07/2022

  Resident was contacted directly by our Collections team, and informed that her ability to pay online was disabled due to multiple payments returned as NSF. On September 6, resident noted multiple withdrawals from her checking account. Resident was contacted and informed that multiple payments were taken from her account because she paid manually and also had autopay set up. Resident informed that overpayment is on her account as credit and will be applied to next months charges. A case has been left open to monitor the residents account, and has been provided with a direct line to our Collections team. 
  

• Initial Complaint

  Date:08/27/2022

  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.

  We are constantly be fined for ******************* violations that have been taken care of within the 30 day window. Once again we are being charged $45 for a violation that was taken care of in July. It's impossible to get a hold of this company and they only way to reach them is through the BBB. I want this fine removed like all the others.

  

  Business Response

  Date: 09/02/2022

  Hi ******, thanks for reaching out. I'm sorry to hear of your dissatisfaction with the $45 fee you were assessed. I see you were contacted by a member of our local team who has informed you of the reason for this charge as our "Friendly Reminder" notice. Because you have had several of these notices in the past, the fee will remain on your account. Please let us know if you have any other questions or concerns. Thank you. ************

• Initial Complaint

  Date:08/27/2022

  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.

  We recently applied for a rental house in ******** ****, paid $385 for application fees and was turned down due to lack of income. Progress Residential is a scam. We make $9,000 a month with little debt. We have asked for our entire amount back by phone and I was hung up on. This company owns thousands of homes in **** and I hate that even more people will get scammed.

  

  Business Response

  Date: 10/07/2022

  This matter was escalated to our Applications team for further review. This applicants application was not denied due to lack of income. The application was cancelled because the request for income verification expired, meaning the applicant did not complete the steps for review. Consistent with our policy, a refund of the holding fee will be provided within 30 days of denial.