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.

close

Find a Location

Progress Residential Property Manager LLC has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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.

  This company takes forever to get back to request for maintenance. Once they finally came out to fix the shower (after we only lived there for a couple days) they did not fully fix the issue and have yet to contact us on resolving the issue. They have also charged us not having renters insurance when we have uploaded 2 renters insurance policies that they have on file. And now we received a HOA violation that rent progress is charging us a fee for and quickly responded to giving us the fee in multiple emails. But wont reach out in regards to fixing our billing or our water situation in the shower. But they expect us to give them more money imedietly. Its almost impossible to tak to someone. Their mailbox is full always and if you get transferred 9/10 times the call just gets hung up

  

  Business Response

  Date: 10/07/2022

  The resident was contacted directly by our team on August ***************************************************************** the shower. Resident was informed on how to use the shower wand that she installed. Resident was also informed that once an original plumbing fixture has been replaced by a resident, we are no longer responsible for maintenance or repairs of said fixtures. Per the lease, plumbing fixtures are not to be removed. Resident was also contacted on August 25 regarding concerns about renters insurance, which was addressed. Resident was contacted one final time on August 26 to share information related to her concerns about HOA violations. Local CC&Rs were shared with resident, and resident confirmed that all issues had been addressed. 

• Initial Complaint

  Date:08/08/2022

  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 applied for a property with Progress Residential on Saturday July 23rd. The application fee ($50) and holding fee ($250) was taken out of my account immediately and then the application was processed afterwards and I was denied. Thats perfectly fine. My PROBLEM is with the second time around that I applied. I assumed that I was denied because I had multiple security freezes in place. I lifted them and reapplied. I applied Thursday 8/4 and they never took the money from my account. When I called in to ask why the money was not removed from my account, I was told that they would not be taking another $250 holding fee and that my application had not been assigned yet so they had not yet taken the application fee. Later I received emails saying the application was reviewed and denied, but still no money had been taken out of my account. This afternoon 8/8 I see that progress took money from my account. If it was just the $50 application fee, that would be fine. But WHY would they take a $250 property holding fee AFTER I was already denied for the property???When I called the business (nothing but rude and careless call center script reading) Shianne told me that the system that processes the payments is slower than the system that processes the applications. If that were true, why was my money taken immediately the 1st time around on a Saturday afternoon but not taken right away on a Thursday evening? And why not have a system in place to where since I was already denied, the company ONLY processes the application fee?She said she will escalate it and have a manager call me. No call yet. I want my money returned to my bank account NOW. Not within 30 days by mail, reversed and deposited back into my account. Thats unacceptable to take a holding fee for a property after the decision was made to not rent to me. What am I paying to hold????

  

  Business Response

  Date: 08/10/2022

  Hi Latasia, thanks for sharing this feedback with us. I'm sorry to hear of your frustrations with the application process. Holding and application fees are charged immediately upon applying. We have no control over when a bank will pay out the funds. The holding fee holds the home off market and would not factor in if an applicant has been denied or approved. Because your application was denied, per our listed policies, your refund will be provided within 30 days of denial. Thank you. Rich M.

• Initial Complaint

  Date:08/08/2022

  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.

  Lack of communication. No help with anything never come and do maintenance. Been in mold ridden house for over year no luck with move out many extra charges on rent tried contacting company over 3 months several times with no reply .

  

  Business Response

  Date: 08/22/2022

  Hi *******, thank you for taking the time to share this feedback with us. I have escalated this matter to our local team for their assistance, and I see that you have been in direct contact with our team regarding the maintenance issues in your home as well as your upcoming move-out. I also see that our team is working to schedule the necessary work orders. If you have any other questions, please follow up with our local team directly via email for the most prompt service. Thank you. ************

• Initial Complaint

  Date:08/07/2022

  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.

  On 6/08/2022 I filed an application with Progress Residential to rent a property located at *************************************************. I received confirmation that same day of receipt of the application and payment of the application and holding fees in the amount of $357 (12:49 p.m.). Later that day, at 4:13 p.m. I was advised via email that my co-applicant also needed to submit the requested verification documents to complete the application process. The following morning, 6/9/2022 I contacted Progress Residential and advised them that I was withdrawing the application. I received an email later that day at 4:21 p.m. advising me that the case (# ********) was now closed. The following day, 6/10/2022, the application fees and holding fee totaling the aforementioned $357 were taken from my bank account. Progress Residential is entitled to the application fees. However, the holding fee of $250, paid as part of the $357, was to be returned to me. It is now some 8 weeks later and Progress is refusing to return the holding fee. During this time frame, I have spoken with several Progress representatives regarding this matter, who either assured me that the "check was in the mail" or that they had emailed their Supervisor to contact me, or gave me a direct promise that I would be contacted the next day by a Supervisor. I have yet to receive a call back from anyone. Finally, on Friday, July 29, I spoke to yet another representative named ****, who advised me in contradiction to the other reps I spoke to, that I would not be receiving the holding fee return since I failed to provide information to complete the application process. I attempted to reason with him that since the application was WITHDRAWN (within 24hrs), no further information needed to be provided and that no hold was ever placed on the property (which is the purpose of the holding fee). Again, I was promised a next-day phone call that never happened. I urgently need assistance to resolve this matter.

  

  Business Response

  Date: 08/08/2022

  Hi ******, thanks for sharing this feedback with us. I'm very sorry for the conflicting information that you have received from our team. I can confirm that, unfortunately, you are not due a refund of your holding or application fees. Per your complaint and the information I see listed in your application, you advised us that you were choosing to withdraw your application. Per the information listed on both our website and within the lease application, "The $250 Holding Fee is only refundable if your application is denied or if you decide not to move forward with a Coming Soon home within your 24-hour window. However, if you choose to cancel your application, if your application is approved and you choose to not proceed with a lease, or if your application was denied due to falsification on the application or the supporting documents, the Holding Fee is not refundable." Because you chose to cancel your application, your holding fee is not refundable. If you have any other questions or concerns, please follow up with us here. Thank you. Rich M.

• Initial Complaint

  Date:08/07/2022

  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.

  I am a current resident renting a home from Progress Residential. Throughout the process I have been charged for multiple fees that were never communicated to me. When I started renting I provided proof of rental insurance multiple times but was then charged a fee of $14.95 for not having rental insurance. I tried to call and talk to customer service but all they do is put in a case number but are unable to actually help. I have my rent set up to come out automatically every month but was charged a late fee of $125. When I asked the customer service representative she said another department would waive the fee so she transferred me and the had no idea what I was talking about and they hung up on me twice. I also got charged a $50 fee for not having the electricity turned on in my name which I actually did and I provided proof but they refused to remove that fee and every representative I talk to always says the same thing. They will open a case but they can't actually do anything to help me. This is the most unprofessional rental company I've ever worked with.

  

  Business Response

  Date: 08/11/2022

  ***************, thanks for taking the time to share this feedback with us. I'm sorry to hear of your concerns and for the lack of attention from our team. I see that a member of your household has been contacted by a member of our local team (*****) to discuss these matters in more detail. If you are able to get in touch with *****, he will be happy to ensure that we answer all of your questions and address all of your concerns. Thank you. Rich M.

• Initial Complaint

  Date:08/06/2022

  Type:Order 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.

  We are moving out this month and our lease ends on August 24th. We submitted our notice to vacate more than 60 days in advance and this was confirmed via email. When we went to pay our rent our balance was over $2,600. Our rent normally on our 3 month short term lease is only $2,092. Not only was our rent not pro rated to only be for 3 weeks, but you people added on rent for an extra week plus a week of a month to month fee. How is it that our rent is only suppoed to be for 3 weeks but were getting charged for 5? After sitting on the phone for over 3 hours on the 1st and being transferred around no one could review or edit these charges. We paid over $2,000 to the ****, which we still should be reimbursed for the week of rent considering we are leaving a week before the month is up. But we are not paying the over $600 for the extra rent and fees we are being charged. We were assured someone would get back to us within 3 days but still no one has reached out

  

  Business Response

  Date: 08/08/2022

  Hi ***** thank you for taking the time to share this feedback with us. I'm sorry to hear of your confusion with your final ****. I would like to assure you that the additional charges you've noted on your ledger will be removed as your account as finalized. The *** fee as well as the additional week of rent will be removed from the ledger within 30 days of your move-out date as we determine your final deposit refund. To reiterate, you are not responsible for the excess charges on your account. If you have any other questions or concerns at this time, please follow up with us here and I will be happy to assist. Thank you. Rich M.

  Customer Answer

  Date: 08/09/2022

  
  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:08/06/2022

  Type:Order 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 kids and I moved into this landlord's property in May 2020. During the pandemic, I requested rental assistance. Numerous times, I've been sent notices even with me calling HQ to inform them of what is going on with me as a tenant out of respect. I was approved for rental assistance, beginning March/April 2021. They were onboard with signing documents which helped my rent balance and allowed me and my kids to stay in the home. I renewed my lease for 2 years. My lease was to be ** in July 2023. The rental assistance department viewed my final amount they would receive in the amount of $7,625.11 on July 15, 2022 at 5:34pm EST. However, the document was never signed. On Monday, Aug 1, 2022, I spent almost 2 hours trying to get some assistance wondering why my account portal is locked so I would try to pay something towards my rent. I was rudely told by a representative that my account would not be on a courtesy hold to prevent eviction and that the process would continue until they received funds. It is apparent that this company is more focused on holding/ refusing rental assistance funds that are due to them and still evicting their tenants that have been on assistance instead of helping people who are trying to remain good tenants and willing to work out means to settle any balances. My kids and I are on the verge of being evicted from the home we're because this company not only refused to sign the documents, but also locked me out of my portal. I was also told that even if I sent certified funds, that would take a long time to process as well. I am a disabled veteran and is not completely in the condition to continue being displaced from a home. I've sent emails and called numerous times and nobody has or will respond to my issues. I will continue to try, but I am filing a complaint on this company that I feel is practicing unethical and immoral means of gouging money from their tenants and throwing them out in the street with no regards.

  

  Business Response

  Date: 08/10/2022

  Hi Destiny, thank you for taking the time to share this feedback with us. I'm sorry to hear of the difficulty you've had securing your rental assistance. I've shared this matter with our collections team for more information. They have asked if you are able o provide an award letter to show that we are guaranteed rental assistance? We do not show any on file. The last award letter we see for this account was for the payment that did arrive on 5/31/2022 and was posted. If you are able to share an award letter with us and pay the rest of the amount due, we will be able to cancel your eviction. These funds would need to be paid before 8/30/2022. Please follow up with us here if you are able to provide an award letter, or if you have any other questions. Thank you. Rich M.

  Customer Answer

  Date: 08/10/2022

  
  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:08/05/2022

  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.

  My son, ***********************, applied for a lease of a residential property in *****, *****. He submitted his application and all documents requested with the application. Representatives of the company informed my son that he needed a guarantor. Therefore, I submitted an application, three months of business bank records and three months of personal bank statements, along with other personal information. Both **** and I have repeatedly called the company, only to be hung up on. I emailed repeatedly requesting a response, to no avail. This company has $350 of our money and refuses to communicate. I am demanding that ALL application fees and "holding fees" immediately be returned.

  

  Business Response

  Date: 08/12/2022

  Hi ****, thank you for taking the time to share this feedback with us. I'm sorry to hear that your son's application was denied due to not meeting renter score requirements. I see that you were denied on 8/1/2022. Per the information listed on our website and within the lease application, please allow for up to 30 days for your holding fee refund to be processed. The application fee is non refundable on all applications. Please follow up with us here if you have any other questions or concerns. Thank you. ************

  Customer Answer

  Date: 08/15/2022

  I reject your response in that I more than qualify to rent, as you will note in the documents provided.  Pursuant to communications with *****************************, a guarantor was all was required.  I would request our application fees be returned as well.

  

  Business Response

  Date: 08/22/2022

  Hi ****, thank you for your response. Your application was processed in accordance with the exact same process that each and every one of our applicants is subjected to. Our application process is automated, and our employees are not subjectively making decisions about customer applications. Once your application is submitted, 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. Your rental score is then shared with Progress Residential and used as the basis for our decision. Unfortunately, your addition to the application was not enough to result in an approval. However, our employees should not be providing guarantees of approval. If this has occurred and you are able to share this communication with us, I can request a refund of your application fee as well as your holding fee. Thank you. ************

• Initial Complaint

  Date:08/05/2022

  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.

  On 7/18/22 a down power line knocked out the power to our rental home. I began calling at ****am letting progress know about the problem and that we had no working refrigerator due to the surge the power line caused. SEVERAL hours went by with now response, I began calling every hour on the hour to get some sort of resolution, Only to be told take your food to your neighbors houses and weve created a work order. I had to buy several bags of ice Ive probably spent hundreds of dollars in ice since July 18 till August 1 trying to keep my food cold Ive lost hundreds of dollars and food items due to progress not replacing my refrigerator. On Wednesday, July 20 they brought in a repair man who spoke no English so we could not effectively communicate and he claimed to repair the refrigerator he did not repair the refrigerator. I then began calling progress again to try to get a refrigerator they did not deliver a Loaner refrigerator until July 27. I then had to ask for a new refrigerator they delivered the new refrigerator on Monday, August 1. Yesterday August 4 we wake up with no air coming out of our air vents I immediately called Progress at 7:33 AM and reported it no one contacted me or attempted to to contact until almost 12:00 PM and then they sent out a Progress tech to look at the air conditioner who gets here and says Im sorry we cant help you. The progress tech then contacted an air-conditioning company who was able to come out and assess the unit and stated the unit is so old and needs to be replaced its leaking Freon and the coils need to be replaced. our air is running as of now but as soon as that Freon runs out were gonna be back in the same boat we were in yesterday. I spoke to ***** today and she told me that they do not compensate for loss of food that I need to contact my renters insurance company and that they are working on rectifying the air conditioning situation. The air condition has been a constant Problem since we Moved in July 2021.

  

  Business Response

  Date: 08/10/2022

  Hi ****, thank you for taking the time to share this feedback with us. I'm sorry to hear of your refrigerator and AC issues. I've escalated this matter to our local team and I see that you were contacted by ******, who has informed me that you two have spoken and that both of you work orders have been resolved at this time. If there is anything else I can do to assist you, please follow up with us here. Thank you. Rich M.

  Customer Answer

  Date: 08/10/2022

  We have not been compensated for the 9+days we didnt have a refrigerator. I was told to contact our renters insurance. Our renters insurance laughed and said that isnt something they cover. Secondly, regarding the A/C we have had issues since we move in July of last year. The A/C unit needs to be replaced or a minimum have coils replaced per the company they sent outwhich is what Im sure Progress will do instead of fixing something properly. All that occurred was the unit was charged with coolant and when ****** and I spoke she was going to escalate the work order to see what the best option would be to fix the A/C and we have yet to hear back from anyone. So whenever the coolant runs out because there is probably a leak somewhere according to the A/C tech we will be back in the same boat we are always in no A/C for days because Progress doesnt want to fix it properly.

  

  Business Response

  Date: 08/12/2022

  Hi ****, thank you for your response. I see that as of seven hours ago, a credit for $200 was submitted for the time spent without a fridge. I also see that you were contacted by our local representative named ****** to let you know about the credit. If you have any other questions or concerns, please follow up with us here. Thank you. Rich M.

  Customer Answer

  Date: 08/16/2022

  
  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:08/03/2022

  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.

  Hello my name is *************************** and I'm writing to complain about my house rental property through Progress Residential. First let me say I was given an eviction and late fee within the same month of June for being late with my rent. I have lived at this rental property for two years and a half. I really didn't understand it but it happened. I called the eviction department which took two hours and a half to get through. I spoke to a nice lady called Mrs. ****** and she said I would receive a $500.00 credit. I have not received it still and its been a whole month. Every time me and my wife call they keep giving us the run around and we can't speak to someone who can solve the problem. This means that another $125.00 late fee will be added to my account. I don't know why it can take this long to push a couple of buttons to fix my account! We have been patient but we're very upset now due to a lack of management.

  

  Business Response

  Date: 08/05/2022

  Hi Malachi, thank you for taking the time to share this feedback with us. I have shared this matter with our accounts team and I see that they have submitted a credit for the legal expenses in the amount of $550, and a courtesy credit request for the late fee of $125. Once these credits have been posted, you will no longer have a balance on your account. I have also been informed that if a late fee is posted for August '22, our team will also be providing a credit request for that late fee. Please let us know if you have any other questions or concerns. Thank you. Rich M.