Complaints

This profile includes complaints for Progress Residential Property Manager LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Progress Residential Property Manager LLC

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

  
• 

  Progress Residential

  2525 Perimeter Place Dr Ste 133 Nashville, TN 37214-3674

• 

  Progress Residential Property Manager, LLC

  750 S North Lake Blvd STE 1000 Altamonte Springs, FL 32701-6745

  
• 

  Progress Residential Property Manager, LLC

  605 Poole Dr Garner, NC 27529-5203

  
• 

  Progress Residential Property Manager, LLC

  1 Perimeter Park S Ste 320 Cahaba Heights, AL 35243-2327

  

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

• Initial Complaint

  Date:08/03/2022

  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 moved into a progress residential managed property in the middle of *** after I paid my move in and pro rated rent for *** they charged me again for a home I wasnt even staying in. Theyve been charging me late fees, attorney fees, eviction fees, sent me threatening letters and placed an eviction on my account when my account should be current except for Aug rent. Ive been calling, emailing and waiting for a call back since mid July. Today I finally spoke with two reps for them who said my account should be current after speaking with them Ive been getting the run around and transferred back and forth between departments for two hrs now. This is **** poor customer service. I want my account brought current immediately and a month free rent or something for stress and anxiety. Because no one even contacted me before they put an eviction on my account.

  

  Business Response

  Date: 08/05/2022

  Hi ******** thank you for taking the time to share this feedback with us. I'm sorry to hear of the confusion surrounding your account right now. I've escalated this matter to our accounts team. I also see that just a few moments ago, ********* from our accounts team reached out to you and left a voicemail to discuss this matter with you in more detail. I see that our team will be crediting back $3509.46 to your account. If you are able to reach out and contact ********* via the contact information she left in her voicemail, she will share more detail with you on the credits provided and your remaining balance. Thank you, and please let us know if you have any other questions or concerns. Rich M.

• Initial Complaint

  Date:08/03/2022

  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 moved out of a Progress Residential home after my lease ended on May 18, 2022. My online account for current residents reflected that I was going to be refunded $568 of my security deposit. According to a progress Residential customer service representative, the check was mailed to the new address I provided. I never received the check. It was been almost 3 months now. I have call numerous times and transfer to the dispute department where I have been place on hold for hours and no response. I have sent multiple emails to customer service and no one is answering. I consistently paid my rent on time and Progress Residential is now holding the money I'm due for almost 90 days.

  

  Business Response

  Date: 08/17/2022

  Hi Romina, thank you for sharing this feedback with us. I see that a member of our Accounts team contacted you to inform you that they had not been given a forwarding address until the check had already been sent. The check was re-issued on Tuesday, 8/16 to the new forwarding address provided. If you have any other questions or concerns, please follow up with us here. Thank you. Rich M.

• Initial Complaint

  Date:08/03/2022

  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.

  Hello, My name is *************************** with Real broker , I helped find this rental for my clients on the *** clients moved in 3/15 they requested I send in the proper documents, I then submitted the documents 3 more times.

  

  Business Response

  Date: 08/05/2022

  Hi *****, thank you for taking the time to reach out. I'm sorry to hear of the delay in receiving your commission. I have escalated this matter to our MLS team, and I see that they are no win the process of reissuing your payment and sending via ACH. If you have not been contacted already, a member of our team will reach out to you with more information. Thank you, and please let us know if you have any other questions or concerns. Rich M.

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting to have my holding fee of $300 refunded to me. I have made 6 different attempts to get my money refunded to me and I have had no luck in getting anyone to call me back or respond to my email. This holding fee was for a home that was estimated to be ready by 6/18 and for me to move into 6/30/22. The move in date was pushed back 3 times pushing me right up until the last day of my lease. I was advised to pick a home that was ready for move in, which I did. Upon having my application moved to the "move-in" read home I was then told 2 days before that I would have to get approve by the Home owners association which could take another **************************************************************************** my current home any longer and that 30 days approval would not work for my needs. I requested to have my money refunded because the service I paid for was not be offered in the timeframe I needed and that they promised to deliver on. I ended up using another company. I have attached the communication between the company.Holding fee $300 paid on 4/29/22

  

  Business Response

  Date: 08/16/2022

  Hi Chikaya, thank you for taking the time to share this feedback with us. I'm sorry to hear of the delay in receiving a refund of your holding fee. I see that that a refund check was mailed out on 8/12 to *************************, the address we have on file. If you have any other questions or concerns for us at this time, please follow up with us here. Thank you. -Rich M.

  Customer Answer

  Date: 08/20/2022

  
  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:08/02/2022

  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.

  Renting a house from Progress Residential has been a terrible experience so far. Moved in on July 18th and noticed major issues in need of repair from then on. The house smelled of mold/mildew and I immediately emailed the company about this; in addition to, unclean conditions, insect infestation, a trashed backyard including old, rusted cans, and a lack of a gate which I was told would be installed but then later on told it would not. Not having a gate to secure the backyard is like not having a front door to the house. Make it make sense. From the leak that I personally discovered, upon repair of that issue, BLACK MOLD was discovered underneath the kitchen sink and it looked as if this intentionally covered up as opposed to being properly removed. A mold specialist was sent to the house and they further determined that the kitchen cabinets along with the downstairs bathroom cabinets must be replaced due to the mold damage. There are no screens in any of the windows besides two (2) so I don't even have the ability to ventilate the house and attempt to offset the exposure to mold. I inquired about accommodations to leave the house while the repairs are in progress and to get out of the house away from the exposure and risk of the mold. I was told by one customer service representative that there was a $200/day reimbursement option. I have been contacting a residential relations representative who has blatantly ignored my requested for her supervisor's contact information because I want to communicate with someone who has authority to approve things getting repaired and for me to get a hotel/AirBnB reimbursement. I relocated over 700 miles and I do not have the resources to live in a hotel while Progress Residential takes their time, with no urgency in this matter. I do not have anywhere else to go with my 3 year old child and the lack of urgency is terrible. #slumLORD... How are they still in business??? Why have they not been shut down with a BBB score of 1.09/5???

  

  Business Response

  Date: 08/09/2022

  Hi *******, thank you for sharing this feedback with us. I've taken the time to escalate this matter to your local team, and I see that you have been contacted by ******* who is working with you to ensure that any remaining service issues are addressed ASAP. I also see that ****** is working directly with our local Service Director to ensure that this work is expedited. If you have any other questions or concerns, please follow up with us here. Thank you. Rich M.

• Initial Complaint

  Date:08/01/2022

  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 residential aquired our lease from Havenbrook homes in december 2021 and now is making us renew our lease a month early and charged us a late fee when it was not late and trying to charge us a monthly charge before our lease is expired. I have tried to call them 3 times, emailed the, and reached out to them on social media with no help what so ever.

  

  Business Response

  Date: 08/12/2022

  Hi *****, thank you for taking the time to share this feedback with us. I'm sorry to hear of the confusion surrounding your lease renewal and existing lease with Havenbrook. I've escalated this matter to our renewals team and have requested that they reach out to you directly to ensure that we resolve this matter to you ASAP. You should expect to hear from a member of our team shortly. In the meantime, please follow up with us here if you have any other questions or concerns at all. Thank you. Rich M.

• Initial Complaint

  Date:08/01/2022

  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.

  On June 26th, 2022, I signed a lease to rent a house through Progress Residential. I have had upwards of FIFTEEN issues with the home since then. My roommate and I moved in on July 1st. When we moved in, the master bath toilet was running. When we toured the house, this was not the case. Whoever dropped off the garage door keys used the restroom and left the toilet running without letting anyone know. In an attempt to save money, I turned the water off to that toilet and decided to use the other bathroom. However, I then realized that the other toilet would not flush by the handle, and you had to take the lid off. Within two days, we also realized that we had a leaky sink, the dishwasher leaked, the garage door sensor was broken, the microwave was falling off of the cabinet, there were bugs, and there were several other small things that I will leave out for sake of space. I contacted several people and finally got someone to come out to my house on July 5th. The man came to check out what was wrong, and left within twenty minutes claiming that everything needed to be replaced. The very next day, July 6th, the same man returned with his wife and another mam. His wife sat in my kitchen playing with my cat the entire time. The other man that he brought FLOODED my bathroom and simply shrugged his shoulders. The original guy dropped the toilet lid and broke it, but claimed that he did not do it. After this, the hall bathroom toilet started leaking from the base. Dish washer was not fixed. We NEVER got an exterminator. After close to twenty more calls and emails, another guy finally came out on July 22nd. He claimed that he was not allowed to fix the leaky toilet- even though it is ruining the floors. I have had more than twenty work orders put in since we moved- ALL have been marked as complete multiple times, BUT NO ONE IS COMING TO THE HOUSE. I have done all that I know to do, and my next step is getting a lawyer. I have pics, vids, and documentation of everything.

  

  Business Response

  Date: 08/08/2022

  Hi *****, thank you for sharing this feedback with us. I have escalated this matter to our local team and I see that as of 8/3, you reported that all repairs have been completed except for the dishwasher which is on back order. I've been informed that a vendor has contacted you and will schedule a date and time with you to repair the garage door. I also see that our team will be reach out to provide a credit, as well. If you have any other questions or concerns at this time, please follow up with us here. Thank you. Rich M.

  Customer Answer

  Date: 08/08/2022

  
  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 if they are being honest.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. For their records, no one has contacted me about the garage door yet. I also have not heard anything about a credit from anyone I have spoken to. Thanks for the follow up. 
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/01/2022

  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.

  This company refuses to send me a lease renewal after I let them know I wanted to renew! Ive never been late on rent. They are purposely charging me for a month to month after I told them my lease terms. Charging me a 500 dollars extra. They charged me a month to month fee before my lease was even over. They are scamming and Im preparing to *** them.

  

  Business Response

  Date: 08/08/2022

  Hi Kearsten, thank you for taking the time to share this feedback with us. I'm sorry to hear of your difficulty receiving your renewal offer. I have escalated his matter to our renewals team and I see that they were able to contact you on 8/2 with your renewal offer. Please let us know if you have any other questions or concerns at this time. Thank you. -Rich M.

• Initial Complaint

  Date:07/31/2022

  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.

  I have been renting from Progress Residential. I have had no issue paying my rent. However, the resources that I was using have dwindled because my husband has been out of work since March 1st. He sustained a medical procedure from which he is recovering. As a result, we have lost his income. In planning ahead, **************************************, is providing one month's worth of rental assistance. but I need two documents completed by my landlord. I called multiple times with extremely long hold times. When finally I am connected the call disconnects. I emailed the addresses on the webpage and sent the documents needed. I have received no reply or confirmation. I missed my July 1st deadline and now I had an August first deadline for the aide towards September rent. I supposedly emailed the right address to the correct department which was not listed on the website so I only knew of it because I identified an account manager. The account manager cannot sign the forms. But the "correct" department has no contact number. Failure to meet the deadline then will put my rent in jeopardy.

  

  Business Response

  Date: 08/12/2022

  Hi *****, thank you for sharing this feedback with us. I'm sorry to hear of your difficulty resolving this matter with your rental assistance funds. I've reached out to our collections team and have received an update. I see that the necessary paperwork was completed and sent to the agency on 8/8/22. The agency responded to us and has denied your application for rental assistance for the following reason: "With the current fund we have, there must be a balance owed to qualify. Unfortunately, we cannot pay rent in advance. You will need to wait until September when an amount is owed. You can call us at the end of this month or beginning of September to see if we still have funds available and apply at that time. We will keep the w9 on file, however, everything else received for this rental application will be shredded. I apologize for any misunderstanding or miscommunication." This is the information we have receive directly from the agency. If you have any other questions at this time, please follow up with us here. Thank you. Rich M.

• Initial Complaint

  Date:07/31/2022

  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.

  Progress Residential (PR) is a highly unethical company devoid of integrity, ethics and accountability involving their residents. The matters below is a high-level overview of 2 of the many concerns:We moved into PR property on 3/3/2022. 7 days after moving in, we received a HOA violation for failure to maintain the lawn. We immediately reached out to PR to ask if they had intentions on sodding the damaged lawn, removing the overgrown weeds and trimming the ****** left unattended for months. In fact, the neighbors mentioned complaining to ******************* about PR for nearly 8 months. After a complete months of me constantly calling, emailing and complaining, PR finally sent someone out on April 25, 2022 to have them Sod the lawn, trim over grown weeds and fix the severely damaged water sprinklers that still have problems in the front and back of the yard. This issue was caused by PR willful neglect and failure to maintain this property.Fast Forward to June 20, 2022, we receive another notice from *********************** with Ashton **** HOA that we were in violation of Ashton **** HOA for failure to maintain our lawn. I immediately called *********************** and emailed her regrading the incorrect faulty charges as we mow our lawn bi-weekly or weekly depending on how frequent it rains during rainy season. We sent pictures with proof. She acknowledged this was an error and sent communication to PR to remove any charges from our acct. We also proactively engage PR to ensure charges would not be applied to our July ****. Despite our proactive efforts to address this a month in advance, Progress Residential still charged us $45 on a faulty HOA violation.We also received trash charges for $16.44 on our July Invoice that should have never been applied since we NEVER used the trash service through this company. We've used ********* since moving into this property and were advised by PR CSR, *********************** that we would be refund and no further charges added to our acct.

  

  Business Response

  Date: 08/11/2022

  Hi Montte, thank you for taking the time to reach out. I'm sorry to hear of the delay in taking care of these fees on your account. I see that as of August 10, we have credited back $61.44 to your account. Please follow up with us here if you have any other questions or concerns. Thank you. Rich M.