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 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:08/17/2022

  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 2 problems with this company they are thieves and they are liars. I had been looking for houses since May for a move in in July. When I went to visit the first house, we fell in love with it and tried to apply. Only to find out that you can only apply if youre moving in within 5 days. I called their customer service line and discussed it with and agent because that felt wrong. How do you make someone wait until the very last minute? So the agent was like oh yeah, double income household, decent credit, it shouldnt be a problem for you just wait until about **** prior to your desired move in fat to apply so there I am letting time go by thinking well find a house cause progress makes it so easy. A bunch of lies. Not only were we forced to wait until the very last minute thinking we would be good we got denied after paying $385. So now Im out $385 over some BS and I have 10 days ti move out and nowhere to go. Progress residential does not make renting easy, not when they own half of the houses in the state and wont let you rent from them. Its now a month later and I still havent received the $250 holding fee that was refundable. You are stealing from hardworking american households. You are stealing from combats veterans shamelessly. I want my money back. Your company is evil and money hungry. We should *** you.

  

  Business Response

  Date: 08/19/2022

  Hi ***** and ******, thank you for taking the time to share this feedback with us. I'm sorry to hear that your application was denied. After review, your application was processed in accordance with our policies and was denied for not meeting minimum renter score requirements. Progress Residential uses SafeRent Rental Property Solutions to establish a rental score for each applicant. The rental score is determined from an analysis of information found in each applicant's consumer credit report, application and previous rental history. The consumer credit report *** include payment history, bankruptcies, number and type of accounts, collection activity, outstanding debt and credit inquiries. With regards to the refund of your holding fee, I have contacted our accounts team to ensure that your refund is processed ASAP since you are now outside of 30 days since denial. If you have any other questions or concerns, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 08/24/2022

  I didnt need an explanation as to why I was refused, I need a refund and I still havent gotten that, or even an ETA as to when I could expect it. This is horrible customer service and a horrible business practice. 

  

  Business Response

  Date: 08/31/2022

  Hi ***** and ******, thanks for your response. I see that your check was issued on 8/2 but the wrong address was on file, so a stop payment and re-issue were requested on August 25. Please allow **** business days from 8/25 for processing. Thank you. ************

• Initial Complaint

  Date:08/16/2022

  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 requesting to terminate my lease early without 60 day notice or fees due to a recent change in my disability in accordance with FHA guidelines. I have been met with little to no communication from Progress Residential until today when they denied my request with no reasoning or alternative solutions presented.

  

  Business Response

  Date: 08/29/2022

  Hi ********, thank you for taking the time to reach out. At this time, I have been made aware that the Early Termination request has been approved and that we have received a signed agreement. Please follow up with us here if you have any other questions or concerns. Thank you. ************

• Initial Complaint

  Date:08/16/2022

  Type:Billing/Collection 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.

  Been living and dealing with this agency going on 3 years. I have received several additional fees without explanation. For instance, 8/8/ HOA violation. Yet didn't receive the violation letter, so what am I paying for. Requested such info and have not received it. Secondly, which is the demand letter date 2wks ago it was the 14th or 15th now they moved it to the beginning of the month and was charged this fee even though they will be receiving rental assistance (of which was informed to them on 7/28).in addition we are being charged a late fee. I want the account credited for these additional fees due to lack of communication on their end. Never had any of these issues until suddenly. They already want to raise the rent 151 dollars what more are they going to charge for? These have been done trying times this year for our family from 2 immediate deaths, to our child being hospitalized within the last 4 months. The lack of compassion and flexibility is frustrating.

  

  Business Response

  Date: 08/29/2022

  Hi *********, thank you for taking the time to share this feedback with us. I have shared this information with our accounts team who has reviewed your account, and will be providing a credit in the amount of $955 for the late/legal fees that should not have been assessed. Additionally, I have contacted our HOA team and asked them to follow up with you regarding the violation you received. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:08/16/2022

  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.

  My name is ***********. On March, I talked with Progress residential company staff for renting new house . When I called them to ask a house in their market, they said it is coming soon home which estimate date will be around 5/12 . At that time I said I need to move until end of May because my new job starts at the beginning of June . They said it will be ok . So i signed up for their house and I sent holding money ($200) and security money ($ *****) . Then I set the moving date ** in 6/4 and hired helpers. But around 5/12 , they said home is not ready and kept saying same word until 5/27 . Even they told me they could help find another house ! I gave my kids school zone and there were no ready to move house in market . So I told them I cant wait anymore more since I need to move out within 1week . Then I found a rent house in other renting company . So I requested cancellation my application for the Progress residential company. They said I've submitted your information to my supervisor and you should be receiving a refund within 30 days . Then I ve been waiting about 2months . And they said they cant refund all of money ( holding and security deposit) and the reason is because I canceled it . I told them my cancellation reason was the Progress residential suggested to find other house and they didnt have. And even they didnt tell me I might not receive all the money I sent when I canceled. This my issues . If you dont mind can you help me to get my deposit money back ? I dont know what to do .. Thank you

  

  Business Response

  Date: 08/29/2022

  Hi **, thank you for sharing this feedback with us. I'm sorry to hear of the delay in providing your refund. I have received confirmation this morning that your refund check is on the way and should be delivered shortly. You can check on the status of this check yourself by using the ***** tracking number 586973392557. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 08/29/2022

  
  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,
  
  ***********
  
   
  

• Initial Complaint

  Date:08/15/2022

  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.

  My husband and myself are renting a house from Progress Residential in ******************. We moved in the house in June with our 4 month old baby girl and it has literally been a nightmare. The air conditioner broke 2 weeks after we moved in and is still not fixed. I explained to Progress Residential that little babies can not regulate their temperatures and it is making her sick. I also explained that temperatures higher than in the 70's increase the chances of sudden infant death syndrome. I sent them pictures of the baby thermometer. She is hot and fussy every night and I am up trying to get her cooled down every night. We are not able to sleep upstairs in our beds because it is unbearable. I can't wash clothes and run the dryer, or cook, or do anything in the house because it is miserably hot. They told us to get a fan and they would reimburse us but now act like they don't know what we are talking about. They are breaking their own lease by not fixing out air-conditioning. I call them back every day and they are not doing anything to help us. They sent someone out one day and he said it was fixed. It ran for a couple of hours and broke again. They do not fix anything correctly. the air conditioner unit is literally hanging crooked on the concrete slab outside. Absolutely the worst and unprofessional. The rent is not cheap either. It is criminal the way we are being treated and I want them to fix it. I also want to be reimbursed for the money we are out on the fan and they need to take all the rent off for the time the air has been broken. If this company does not make this right I will have no recourse but to get an attorney and *** them. Moving into a new house with a small infant is hard enough with all of the packing and unpacking, but it is impossible with the added misery of a broken air conditioner in the middle of summer. I would not refer this rental company to even my worst enemy.

  

  Business Response

  Date: 08/26/2022

  Hi ******* and ****, thank you for sharing this feedback with us. I've taken the time to escalate your concerns to our local team. I see that work order #J003259142 has been completed to repair your AC. I have also been informed that a credit was also assessed to your account due to the **** outage. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 08/27/2022

  the situation is not resolved. We were only reimbursed for the fans we purchased. Yes the ac men have been out, as they have several times. However it runs for two days before going out again. We had to pay over 2 thousand in rent when we had to stay at my in-laws house 20 of those days this past month. It took til this past week to finally get a call from somebody at progress after emailing, and calling countless times. When we did try to stay in our home after thinking it was fixed our infant ran a 102. 5 fever. And we ended up having to leave again. Ac men came out Tuesday and It ran for two days (once again) As of now its broken upstairs so we are camping out in a matress in our living room floor. (All three of us) I have had to cancel hosting guests because I cannot have people over with a mattress in the middle of my living room. I have attached  photos of our current living situation. As well as a photo of the large puddle in the back from where the ac is leaking. As you can see, it is not fixed. Progress sees someone is sent out and pays for a fan then considers the problem resolved when it is far from resolved.it is upsetting getting emails saying case closed from them when are continuing to deal with this.

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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.

  The Air conditioner in the home stopped working on Thursday afternoon July 7, 2022. Progress Residential Finally approved the ** vendor to replace the whole Unit on Friday July 15th. On Monday afternoon July 18, 2022, the vendor replaced the unit. Due to this long wait, I booked a hotel on Saturday July 9, 2022, to July 18, 2022, because of the Heat advisory in ****, **. Temperatures were over 102 degrees for that week. Inside the two-story home read at 92 degrees and my children were feeling ill with nausea and Headaches due to no **. I called Progress Residential and was advised by a progress Rep on the phone that Progress would credit the hotel fees to my rental account after the hotel stay, once my receipt was sent in. That never happened even though I have e-mailed back and forth with ***********************, A senior account manager for progress residential who requested the hotel receipt which I emailed to her. I paid my rent for August ********* the hotel fees and paid the remaining balance on my rental account. I then, emailed *********************** explaining that I did so. Yet still no response from ***********************. Now, we just received an eviction notice stating that the remaining balance need to be paid, on top of never receiving a credit to our rental account for the hotel fees. My husband just paid the remaining balance they're requesting on the eviction notice to avoid any headaches for our children. However, I still need our rental account to be credited for the hotel fees in the amount of $1,233.22 as well as taking this eviction notice off our rental account along with a credit for the demand letter fee that my husband just paid for that was included in the rent remaining balance.

  

  Business Response

  Date: 08/26/2022

  Hi *******, thank you for sharing this feedback with us. At this time, I see you have been in contact with our local team and that a credit of $1359.86 has been provided as reimbursement for the hotel stay of 11 days due to non-functioning AC. If you have any other questions or concerns at this time, please follow up with us here. Thank you. ************

  Customer Answer

  Date: 08/27/2022

  
  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,
  
  Yvelyne Sidelien
  
   
  

• Initial Complaint

  Date:08/12/2022

  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.

  My family and I moved in on today August 12th ***************************************************************************************** want let down all the way. On top of that I have four kids and the heat is not on. We put in a work order around 3:00 today so someone could come before we had to take a bath tonight no one came and no one called to inform us that no one was coming so we had to bathe in cold water. We shouldn't have to come into a home and put up new appliances .They have had bad communication skills the entire time we will not be here long.

  

  Business Response

  Date: 08/19/2022

  Hi **********, thank you for sharing this feedback with us. I see that yesterday morning, a member of our local leadership team reached out to a member of your household by email to discuss your concerns in more detail. If you can please respond back to ******'s email, she will be happy to assist you. Thank you. ************

• Initial Complaint

  Date:08/11/2022

  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.

  It seems I need help in rectfying an issue with my current leasing company. On JUne 16 they sent ******* HVAC out to my home due to lack of air conditioning. I was compensated for being without air those days. YET THE VENDOR LEFT MY WATER ON. FROM JUNE 16 UNTIL JUNE 25 MY WATER WAS LEFT ON MY THIS VENDOR. CAUSING MY MONTHLY BILL TO INCREASE ALMOST 500$. MY NORMAL RENT COST IS **** MY NEW AMOUNT BILL IS **** AND HALF OF THAT INCLUDES THE WATER BILL THE VENDOR NOR PROGRESS HAS RESOLVED FOR ME. I HAD BEEN WORKING WITH A **************** OUT OF ********* ******* OFFICE YET I HAVE NOT GOTTEN A CREDIT OR ANYTHING BACK REGARDING THIS CONCERN. CREDIT IS DUE AND THEY HAVE NOT ISSUED OR EVEN ISSUED AN FOLLOW UP WITH MY FAMILY YET WE ARE GETTING THE NORMAL DEMAND LETTER MONTH WITH A DATE OF BALANCE DUE AS THE 12 INSTEAD OF THE NORMAL 19. ANOTHER RED FLAG. I HAVE BEEN A RENTER GOING ON 7 YEARS AND THIS SITUATION IS GETTING WORST! ALONG WITH COMPENSATION FOR THE WATER BEING LEFT ON, I HAVE BEEN WITHOUT *** FOR 5 DAYS AS OF TUESDAY AUGUST 9. i DURING THIS TIME PROGRESS ISSUED AN EMERGENCY MAINTENANCE ORDER ON FRIDAY AUGUST 5 AND THEIR POLICY FOR MAINTENACE ISSUED AS EMERGENCY IS THAT SOMEONE HAS TO COME OUT WITHINT 48 HOURS TO ACCESS THE ISSUE. NO ONE CAME OUT UNTIL TUESDAY, MY SON WHO THEY KNOWINGLY HAS ASTHMA HAD 2 ASTHMA ATTACKS DURING THIS TIME, NO ONE AGAIN HAS REACHED OUT SINCE THE *** ISSUE HAS BEEN RESOLVED AT ALL. THEY ARE HOLDING COSTS ON MY ACCOUNT THAT ARE NOT DUE TO ME AND ARE NO LONGER TAKING MY PHONE CALLS. I HAVE CALLED OVER 20 TIMES SINCE LAST WEEK AND LEFT 6 VOICEMAILS VIA NUMBER ********** AND FEEL LIKE THEY ARE NOW SCREENING MY CALLS. I SHOULD NOT BE DUE THIS WATER BILL OR THE COST OF LIGHTS/SERVICING I HAVE HAD WITH NO ***. IT IS ALSO TIME FOR ME TO RENEW MY LEASE AND THEY HAVE NOT REMOVED THESE BALANCES FOR ME TO ABLE TO RENEW MY LEASE WHICH IS DUE FOR RENEWAL IN SEPETEMBER ... I ALSO WISH TO HAVE THE DEMAND LETTER FEE AND THE LATE FEE REMOVED I WAS TOLD NOT TO CL

  

  Business Response

  Date: 08/23/2022

  Hi *******, thank you for taking the time to share this feedback with us. I'm sorry to hear of the delay in resolving these issues. I see that you have been contacted by ******, a member of our local leadership team. ******* has informed me that your issues have been resolved, save for one late fee and demand letter charge. I see that a credit request has been sent to our Accounts team, and a credit of $165 should be applied to your account shortly. If you have any other questions or concerns, please follow up with us here. Thank you. ************

• Initial Complaint

  Date:08/11/2022

  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.

  This company is designed to levy ancillary and late fees upon renters. In the 3 months I have rented from them, they have charged me over $500 in erroneous fees, and have given me absolutely no possible way in discussing these fees with company representatives. Their business model must thrive on evictions somehow, because they have made it virtually impossible to pay rent, have changed the amount of rent every month, and have instructed customers to call **************, which a number that tells customers they can expect to wait 20 minutes or longer due to unusually high call volumes- if the caller takes their dare and stays on hold, after 40 minutes they are hung up on prior to connecting. Their address listed online is a fictitious office, that has no management staff available to speak with customers. Bottom line, this company is defrauding the public by charging ridiculous fees and late charges, which is why they have numerous class action lawsuits filed against them in multiple states.

  

  Business Response

  Date: 10/07/2022

  Resident was contacted on August 15 by a member of our team. Resident believed employee to be a bot and requested meeting in person. Failed to provide requested information for ERDCT team to assist. On September 7, it was noted that balance has been paid in full. Resident can follow-up with us via email if they have further questions. 

• Initial Complaint

  Date:08/09/2022

  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.

  I moved into this rental property on May 14th 2022. And have had multiple issues and cases opened and have to stay in hotels multiple times. The Hvac system keeps failing and the property is infested with rodents and snakes, that are destroying the home while we still live in it along with rotting wood decks. We have asked to be relocated with a response that they can not do that and it will cost us $5925 to relocate to another rental property. An exterminator came this morning and told me that this is not a safe living condition for us to be in or our 3 year old child to be in. Because of the snakes and the rodents, A contractor also came today and taped off the back deck because it is a hazard and was told not to step on it. Rodent f**** is found on our clothes our furniture and they are getting into our food. All we want is to be relocated to another property we have found already, still with in this company and our security deposit to be transferred, but we are being told we are stuck here and they cant accommodate us. And that they need to fix the issues in the house while we are still here. We dont have the recourses to pay them to relocate us seeing that we spend our savings moving from **. Especially since were being asked to pay for a move because of issues that have nothing to do with us we have been here for 2 and a half months and walked into issues the day we arrived. They have everything documented as do we. Me and my family would greatly appreciate your help, we are overwhelmed and dont know what els to do at this point. Please and thank you.

  

  Business Response

  Date: 08/23/2022

  Hi ******, thank you for taking the time to share this feedback with us. I'm sorry to hear of the issues you have experienced in your home. I have escalated this matter to our local team and I see that as of August 11, 2022, an involuntary transfer was approved. We will be waiving the fees and transferring your Security Deposit to the new home. If you have any other questions or concerns at this time, please follow up with us here. Thank you. Rich M.