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:09/13/2023

  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 issue first earlier this year with the sewage lines backed up into the house whenever I washed clothes or took a shower. I noticed the tub wasnt draining and all the sinks and toilet would not drain. So it told them almost two months to fix the issue. New piping was installed however six months later Im having the same problem but this time it is worse. My yard is filled with pines trees and there is a 116ft pine tree directly over the sewage pipe. Because of this the roots of the tree have grown into the pipe restricting water flow and the job that was performed in February was just a bandaid and that piping has separated from the main pipe. Thus I have sewage backing up into the house and into my front yard. It smells so bad and prevents me and my immediate neighbors from enjoying sitting outside. The company has set out two different companies to provide estimates of the tree removal and they have denied each one trying to be cheap. This issue is going on a month and a half since I reported the issue with no resolve. Every time I call for maintenance I get put on hold and the line hangs up. No one ever has the sense enough to call me back. Yet the company over charges for old homes they dont want to up keep or use contractors that perform half hearted repairs. This issue has caused me to get sick from inhaling sewage.

  

  Business Response

  Date: 09/20/2023

  Hello *******,
  

  Progress Residential has received and reviewed your complaint to the Better Business Bureau.We value our customers, and as such, make it a priority to work directly with you to resolve the matter.
  

  Our Assistant Portfolio Operations Director, ********* attempted reaching out to you on 9/15/23, she had left a voicemail asking for you to return her call so she may assist you with your concerns. On 9/18, ********* called GA ***** to investigate more about the tree situation, we were advised we couldnt cut the tree down because it was too close to the main line that services the entire blocks electricity. On 9/19/23, an engineer from GA ***** responded to our request requesting more information explaining what needed to be done in detail so they could work with us in resolving this concern, ********* had alerted our Service Director as well to assist us with having this resolved.
  

  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.

  Thank you, 

  ******

• Initial Complaint

  Date:09/13/2023

  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 rented a single family house, ************************************************************************ from property management, Progress Residential. The lease term was for one full-year from May, 2022 May, 2023. On May 2023, my family moved out from the house as agreed on the lease. I received a check for our security deposit via the postal service. When I went to deposit the check, the bank informed me that they cannot process the deposit due to the insufficient fund. I contacted Progress Residential immediately and they asked me to email *************************************************** to discuss further. I have sent multiple emails since July 9th, but there has been absolutely no response to any of my emails. I tried reaching Progress Residential again over the phone and they said there is no phone number to contact the past resident dispute department. It has been almost 3 months and I have not been able to get my deposit back. All I am asking is to return my security deposit of $2740 from Progress Residential. I appreciate your time and please let me know if you have any questions.

  

  Business Response

  Date: 09/19/2023

  ****,

  Thank you for bringing this matter to our attention and we sincerely apologize for the inconvenience you have experienced. We are showing that the account was finalized on 6/6/23 and the refund check issued on 6/7/23 and mailed to the forwarding address on file ********************************************************************. The check, however, does not show to be cashed or cleared. On 7/20/23 Progress requested to have a stop on the check and a reissue, but we did not receive a response. See below email from *********************** on 7/20/23 at 4:49pm:

  Good Afternoon,
  Please see the attached ledger for reference, the account was finalized on 6/6/23 and the refund check issued on 6/7/23 to the forwarding address on file of *******************************************************************, it does not appear it has been cashed or cleared though, so with your approval we can place a stop and re-issue on the check, please confirm if this is how you would like to proceed, thank you.
  
  
  Sincerely,
  
  ***********************
  Progress Residential

  Customer Answer

  Date: 09/19/2023

  I did received the check, but when I went to cash at the bank they told me the cannot be cashed due to insufficient funds at Progress Residential side. Thats when I contacted past resident dispute department at progress but no response was received. 

  

  Business Response

  Date: 09/28/2023

  ****,

  Thank you for confirming receipt of the check and we apologize for the inconvenience. Please note that the check has been placed for a stop and re-issue. As a courtesy, we have submitted it for a rush Fed-Ex overnight mailing as of 9/20/23. As soon as tracking is available it will be forwarded over as well.
  
  Thank you
  
  Sincerely,
  
  ***********************
  Progress Residential

  Customer Answer

  Date: 09/30/2023

  
  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:09/12/2023

  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 transaction happened on the 8/28/2023 This complaint is in reference to the amount of ****** that was place on behalf of my grandparents *************************** and *******************************. This company discriminated against them because of there age in lack of computer skills and access and were request that we be refunded immediately

  

  Business Response

  Date: 09/14/2023

  Hello *********,
  

  Thank you for sharing your experience with us and allowing us the opportunity to assist you.
  

  We have opened case ******** to investigate this for you in which we have agreed to refund the $250 holding fee however, the application fees will remain nonrefundable. We are currently sending over this approval to be refunded by mail with the forwarding address we have on file at *************************************************************************
  

  Thank you for allowing us to assist you with this concern.
  

  Best regards,
  ******,Advocacy Team 

• Initial Complaint

  Date:09/11/2023

  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.

  Home is not in the best condition. Upon moving in the home in December 2019, it had noticeable water damage on ceiling and baseboards (Upstairs and Downstairs). Progress associate advised during the walkthrough that the home comes As-Is. Since then, multiple work orders have been placed and documented on the home (Over 20 created). Management patched most situations without truly fixing the issues and treated those issues (I.e. the roof and roof awning) of the home as a minor fix. thus allowing mold to grow within multiple areas large and small. AMG was found and supposedly fixed but some was sprayed over with noticeable color change. Mold spores on vent in living area where water damage was present which I know was causing breathing issues in the home. I paid for a personal home inspection to be done and tried to contact management on numerous occasions about it since June - August of this year. No response back until I advised ****** the (Maintenance manager) that I would like to terminate my lease due to the homes condition and health issues. At this time of that request, I have not resided in the home for 3 months due to my inability to breathe. The inspector found multiple issues including cracks in the foundation. A cracked beam in attic which rendered the home unsafe and needed to be fixed. Termite infestation was also documented and advised. ****** created a work order for termite suspicion the third party vendor confirmed. Management canceled the termite work. Management agreed to terminate lease thus after by waiving the termination of lease penalties, however, only if I waive my rights to recoup damages both known and unknown after I move from the premises. Now they are threatening those very fees they said will be waived if I do not sign the document as is. which in turn means waiving my rights while they keep theirs. Management refuses to speak with me or return emails. Despite the many attempts, no resolve has been issued on this matter.

  

  Business Response

  Date: 09/15/2023

  *******,
  
  Thank you for bringing this matter to our attention and we sincerely apologize for the inconvenience you have experienced. As of this point, my understanding is that the home has been vacated and that all service requests have been completed, except for the pest control, which is in process.Please see below:
  
  -       J004698712 doors,windows, broken glass, work completed 9/4/23
  -       J004563232 AMG 8/1/23 work completed
  -       J004687118 pest control 8/17/23, to be scheduled
  -       J004442799 ceiling repairs, drywall, paint after roof leak, AMG 7/21/23 completed
  -       J004432558 remediation from roof damage, work completed 6/7/23
  
  I apologize for the delays in communication. To address your concerns regarding the property, the market offered an Early Termination Agreement. The Early Termination Agreement form was sent over with a request for a signature, however, you declined to sign. There was therefore an early termination fee added to the ledger in the amount of $3,848.00 on 9/8/23.Kindly note the terms of early termination as defined in the lease:

  3.8. Early Termination. Resident agrees to pay an amount equal to two months Rent as liquidated damages or an early termination fee if Resident elects to terminate the Lease for any reason (other than those identified in Section 17, below) prior to the End Date of the Lease. Upon receipt of payment, the Landlord waives the right to seek additional Rent beyond the date that the Landlord retakes possession, and such termination will not be considered an event of default. Failure to make timely payment may result in a default of the Lease, and Landlord shall have all rights and remedies available hereunder.
  
  Thank you and please let us know if anything additional needs to be addressed by contacting 833.PRG.RESS
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  Date:09/10/2023

  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 August 28 our a/c stopped working. We called Progress numerous times and were told a technician would be sent. Nobody came, nor did they call to tell us they weren't coming. At the time I was 12 days from my due date. So they put us ** in a hotel, where my water broke and I went into labor. Still no one had come to fix our unit. Today I was discharged from the hospital. The problem is still not rectified and the house is very hot. They put us ** in a hotel again, but they are only able to reserve one night at a time. So we have to check out tomorrow morning, have nowhere to go, and wait around until we know if it has been fixed or not. My baby is 2 days old, and I am struggling bc I was hemorrhaging in the hospital and they had to bring in extra doctors to suture me up. This is a nightmare. And deplorable. I have anxiety as it is. Now I'm having to deal with a hurting body and a newborn with no home to go to. I want immediate resolution

  

  Business Response

  Date: 09/13/2023

  Hello ******,
  

  Thank you for sharing your experience with us and allowing us the opportunity to assist you with this concern. Im sorry about any of the inconveniences this may have caused you.
  

  We have opened case ******** to investigate this for you in which we found that the work order for this concern has been completed under J004737025. With that being said, we will be offering a Concession for $500 for the inconveniences caused by this I will be reaching out to you directly through email to confirm with you that you accept this so it may be processed.
  

  Thank you,
  ******,Advocacy Team 

  Customer Answer

  Date: 09/14/2023

  
  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:09/10/2023

  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.

  Im or about 8/31/23, we reported to Progress Residential that out air Conditioning has failed in the home we rent from them, and the temperature outside was over 100 degrees. They registered the work order but could not make it emergency, until the inside was at or above 85 degrees. A few hours later we called again and advised them it has hit 85 degrees inside the home.They sent out a technician from progress and determine there was an issue. They left a small ************ to help Cool it down a bit. Next day an ** company was out (the Next night) to fix the problem (so we were told) and they reported the ** needed a part, and scheduled with us their follow up the following evening Between 6pm and 8pm.. we waited . And called when they didnt show and were told Progress has not yet approved the part/invoice.Today is September 10th and the temperature OUTSIDE continues to be in the 95+ up to 109 degrees and inside Excessive of 85 degrees yet, Multiple calls to progress on a daily basis continue to tell is that it has been escalated and they too are still waiting on approval ! A decision ..As each complaint (or follow up call) is made, a new work order is seemingly created , followed by a message that says this work order is been resolved and is now being closed . Yet, nothing from our perspective is being done or has been done. Its like they (the phone agents) must be telling someone in the organization that The ** issue is still an issue and either That person is On vacation or No one cares that this is Unresolved from our perspective (you know , the customer ). None-the-less , We are still awaiting word (an answer, followed by a plan and a timeline ) for this resolution to an ** that is Not working at all .. In ****** where revised statute 118a.380 apparently reads that , Once notified, the Landlord has just 24 hours to repair an essential service .My 3rd inquiry was greeted by hotel stay offer, none has been provided to date.

  

  Business Response

  Date: 09/15/2023

  ****,
  
  Thank you for bringing this matter to our attention and we sincerely apologize for the inconvenience you have experienced. In order to keep the home cool while the ** concern was addressed,a portable unit was dropped off at the residence on 9/1/23 under work order J004736137.Work order J004733073 was placed for the upstairs ** unit, under, and is currently in the approval process.
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  Date:09/10/2023

  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 paid **** to rent a property and upon arrival they Air Conditioner is not working. I submitted an emergency repair order and was told it would be handled within 24 hours. It has been over 30 hours without any contact from them. No one cares that I have to unload a truck in the summer time in a house with no AC. They took my money but are not holding up their part of the landlord tenant agreement. I need a quick response or my **** dollars back so that I may move into a different home that functions 100%

  

  Business Response

  Date: 09/13/2023

  Hello *******,
  
  Thank you for sharing your experience with us and allowing us the opportunity to assist you with this concern.
  
  We have opened case ******** to investigate these concerns for you. Work order J004759245 was opened for your HVAC system on 9/9/23 this was then completed on 9/11/23, the HVAC technician was able to replace capacitor and the unit is now cooling properly. Our Assistant Portfolio Operations Director had reached out to confirm with the technician that repairs have been done as scheduled and is working properly.
  
  If you happen to have any other questions and/or concerns, please reach out to us at ************
  
  Thank you,
  ******, Advocacy Team 

• Initial Complaint

  Date:09/06/2023

  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.

  Put a hold deposit on a home. Viewed home and decided to move forward leasing the home. I was sent a lease to sign and move in instructions along with an "orientation call" appointment for 9/6. My deposit of certified funds was dropped at the local office as per the instructions from a leasing agent at Progress. I spent hours setting up electricity, wifi, movers, etc. On 9/6 I did not receive a call for my orientation. I called Progress to see what was going on and was told that my deposit had not been processed and my move in date would need to be rescheduled. Throughout multiple conversations and texts trying to get this resolved I find out that the home didn't pass their in house inspection, so they would have to reschedule for that reason. All this while being gaslit from ****** saying that I was well aware of this situation. I have a signed lease with 9/6 as a move in date. I have paid for renting this home starting on 9/6. The electricity is in my name as of 9/6. I would like to be able to move in, with any repairs to be completed after the move in process. I must be out of my current house in 6 days, and I have movers scheduled. Please resolve ASAP

  

  Business Response

  Date: 09/13/2023

  Hello ******,
  
  Thank you for sharing your experience with us and allowing us the opportunity to assist you with this concern.
  
  We have opened case ******** to investigate this for you and address it accordingly. We have confirmed on 9/13/23 that you will be cancelling all together to move into 802 Poplar Ter, we have requested through the Portfolio Operations Director that all funds to be refunded to you this request has been approved and all monies paid will be returned to you, this is currently being processed as of 9/13/23. We will contact you once this is completed.
  
  Thank you again for allowing us to investigate this for you.
  
  Best regards,
  ******, Advocacy Team 

  Customer Answer

  Date: 09/18/2023

  I still have not received a refund from the certified funds that you received on 9/5 plus the hold fee and application fees.  You have been holding my money for two weeks.  Additionally I am asking that the amount of $75.05 be added to the refund amount for the electric bill I received (per your instructions I had the electricity put in my name on the start date of the lease).  This will only scratch the surface of damages I have suffered due to your inept management and employee, ****************

  This house was not delivered on time and I was lied to multiple times as to the reason.  I would like an update about when the above listed funds will be overnighted to me. 

  Meanwhile, this rental has gone back on the market and has been rented by another person.  You have their money and mine?  What about interest?  How about some action and not just empty open ended promises?

  

  Business Response

  Date: 09/27/2023

  Hello ******,
  
  
  Upon further review, this credit has been approved and processed. Your tracking number through ***** for this is ************, I was able to confirm that this was delivered on 9/19/23 and received.
  
  
  At Progress Residential it is our goal to provide excellent customer service and facilitate a positive living experience. As always, it is our hope to quickly reach a successful resolution of the complaint directly with you.
  
  
  Thank you,
  ******, Advocacy Team

  Customer Answer

  Date: 09/28/2023

  
  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.  and never make the mistake of using this company again.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/06/2023

  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 experienced multiple issue with this property from leaks to sealing caving in bathroom being gutted it, carpet an kitchen floor being repaired in which a peeve cause was filed with BBB AN THEY CAME TO DO SOME STUFF AND NEVER FOLLOWED BCK UP. These leaks have so called been repaired multiple times but apparently havent cause im still having the same issue with my fridge leaking down in the wall as well as behind the fridge. Ive been seeing bugs in only that area and my daughter is allergic. I spoke with someone they keep telling me imma have to handle it in my own as far as pest control goes.I have plenty of videos as well As pictures

  

  Business Response

  Date: 09/13/2023

  ********,
  
  Thank you for bringing these concerns to our attention and we sincerely apologize for the inconvenience you have experienced. I have brought these matters to the attention of the operations director and she has set up the following work orders. A service manager should be reaching out to you to schedule a walk thru inspection. Additionally, please note that if you choose to terminate the lease early, Progress will waive the early termination fee with a signed agreement at any point during the current lease term.
  
  - 9/12/23 J004745620 fridge under warranty, quote approved 9/8 by service director, work completed
  - 9/8/23 J004756496 paint needed around shower head after repair, to be scheduled
  - 9/8/23 J004756484 inspect behind and under fridge for AMG, to be scheduled
  - 9/8/23 J004756468 complimentary pest control, to be scheduled
  - 2/2/23 J003891588 repair wall around shower head, work completed
  - 1/9/23 J003788392 pest control, work completed
  - 1/4/23 J003820516 leak in laundry room, work completed
  - 7/6/22 J003163881 fridge replaced, work completed
  
  If you still need our help or have any more questions, please give us a call at 833.PRG.RESS.

  Sincerely,
  ***********************
  Progress Residential

• Initial Complaint

  Date:09/05/2023

  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 rents homes to the public. Progress residential refuses to service our air conditioner. We have been trying for 4 days now. Ive reported temps coming out of the vents over 88 and that the ambient temp in the house is over 86. We are told that its non emergent. Absolutely HORRID customer service. My family has been displaced due to this and we are incurring heavy expenses from hotels and having to rent stand alone ac units. This is why we rent a home, so that we have a landlord that is responsible for home repairs. Progress wants the tenant to do it all and shut their mouths when there is an issue. This businesses does not deserve an A+ rating.

  

  Business Response

  Date: 09/08/2023

  *****,
  
  Thank you for bringing this matter to our attention. I can see that there is a work order scheduled for 9/6/23 under J004747376 and is showing work completed. In order to request reimbursement for the hotel stay and portable AC units, we will need you to provide receipts for the market to review.
  
  You may respond to this BBB response and provide the receipts as attachments.
  
  Sincerely,
  
  ***********************
  Progress Residential