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:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been renting from Progress since March and we had a leak and mold issue come up in May of this year. The issue was only resolved 7/20/22 leaving us with black mold in our home for two months. The company took its time to get us contractors who would come fix the problem and when the first people came to fix the issue they only fixed a small part of the problem. Meanwhile I was emailing and calling progress constantly to get the problem fixed. We wanted to leave the house, however because we were still paying rent, we didnt have the money to stay anywhere else. We had the legal right to withhold rent for two months but didnt want to damage our relationship with the company and we truly didnt think it would take so long. However because of how long it took to fix we are looking for some kind of compensation from the company for being so unprofessional and not taking responsibility fast enough.

  

  Business Response

  Date: 08/12/2022

  Hi *******, thank you for taking the time to share this feedback with us. I'm sorry for the delay in resolving this issue. My records indicate that a member of our Service team has contacted you to let you know that we have agreed to provide you with a $900 concession for the 3-day loss of use of your kitchen, and for the inconvenience throughout the repair process. If you have any other questions or concerns at this time, please follow up with us where. Thank you. Rich M.

• Initial Complaint

  Date:07/29/2022

  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 has not given back the refundable holding fee that they promised would be returned

  

  Business Response

  Date: 07/29/2022

  Hi Chantey, thanks for sharing this feedback with us. I see that your application was denied on 7/27/2022. Per the information listed on our website as well as in the lease application, please allow for up to 30-days for your holding fee refund to be processed. Thank you. 

• Initial Complaint

  Date:07/29/2022

  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.

  We moved out/surrendered they keys for the rental property at ****************************************************************************** on 5/30/2022. However, I still have not received my deposit back. Nor have I received a breakdown of charges against my deposit, if any. I emailed Progress Residential ************* <*************************************************************************> and Accounts <***************************************>, on July 19th, 2022 and still have not heard back. By law in **, the deposit must be returned within 30 days. At this point, I believe a full refund is due. They have my correct forwarding address, which is ***********************************************************.

  

  Business Response

  Date: 08/04/2022

  Hi *****, thanks for sharing this feedback with us. I see that a member of our accounts team has contacted you to ensure that you receive your deposit check, and has collected your forwarding address. If you require any further assistance at this time, please follow up with us here. Thank you. Rich M.

  Customer Answer

  Date: 08/05/2022

  
  
  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.  business already performed the promised action, and the complaint is resolved.
  
  
  Regards,
  
  
  ***********************
  
  
   
  

• Initial Complaint

  Date:07/28/2022

  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.

  Progress Residential- ****************************************************- amount $1,092. This company assured me they would not take a double payment from my account. I called them directly to get this guarantee and they assured me everything will be okay. I submitted my second payment and of course I was double charged. I have spoken to 25+ employees, spent 15+ hours on the phone and nobody can help me!!!! I was given a credit of $1,092 to my online rent payment account, but I DO NOT want this. I want my money in my checking around where it should have never been taken from. I feel like this is an absolute scam and robbery and I need someone to look into the business practices of Progress Residential. Feel free to reach me at -************

  

  Business Response

  Date: 08/04/2022

  Hi Ashley, thanks for your feedback. I've share this information with our team and we see that you submitted three payments via EFT and one via credit card. These payments were made in the amounts of $350, $1,195, $2,145 and $3,375. I apologize if you were given confusing information, but because you chose to submit payment four times, you were charged each time you submitted payments on our website. Progress will never charge your payment methods without your authorization, which was provided for each of these four transaction. We will be happy to submit a refund for you, but that can take up to 10 days. If you would like to put a stop payment on these charges for a more immediate resolution, I will be happy to work with our accounts team to ensure that is authorized on our end, as well. Please let us know how you would like to proceed. Thank you. Rich M.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into this rental back in February and started having problems with the *** After sending request the company would send a technician out to resolve the problem. Each time someone came out they claimed they had resolved the problem. This went on for a month. They finally sent me a number to a vendor and told me to call and set up an appointment. All the rooms in this house are upstairs and with the high temperatures the bedroom portion of the house was unlivable for over a month. I had to take off work each time to meet the technician. Im paying over $2k per month for this house and my family of six had to live in a single living room and kitchen for a month. I requested that I be reimbursed for the unlivable portion of the house and a lady responded by saying I will send that over to the responsible department I never heard anything back and I cant reach anyone on the phone.

  

  Business Response

  Date: 08/10/2022

  Hi ***********, thank you for sharing this feedback with us. I'm sorry to hear of the issues you have had with your Air Conditioner. Our team noted the multiple HVAC work orders you have submitted since March 6 and have submitted a $250 credit for the inconvenience. This credit should be on your ledger at this time. If you have any other questions or concerns, please follow up with us here. Thank you. Rich M.

• Initial Complaint

  Date:07/27/2022

  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 May 4th ***** I had applied for one of the homes **** candle dr I told the agency that I have section 8 and they told me that they just now started to take section 8 so the follow day may 5th I being to get email for rental progress station that I was approved for the home.So times is passing and the agency kept giving me the run around about the move and date . So maybe like the second week of may I receive my lease to sign and my security deposit of 2.527.50 and before I paid the security deposit I had called to see was it ok to pay the fee since I havent heard anything about a move in date and that section 8 was still waiting for the agency to send if the *** So Im waiting and waiting to hear something back about a move date but never heard anything . So may 31st I called to check the status of things they than told me that my application was canceled do to them not being able to get the documents that section 8 required. So from there I decided to dispute with my back which my bank denied me and said it wasnt a error made and now Im tryin to get my money back from rental progress but they are tell me that dont have my money that my bank do Im calling my bank and there telling me that dont have my money either I just be getting the run around about where is my money I have been waiting patiently with both party my bank which is chime and rental progress so my only other solution was to come to the BBB, Because I have been mislead didnt receive the property and now out of all my money I would like all my money back for the stress and being Mis lead so the application fee of 50 dollars the holding fee of 250 and another fee for ***** and the security deposit I paid of ******** nothing has been done no one has tried to help locate my money each party is telling me that they dont have it so I dont know what else to to . I need that money to be able to find another home and I havent be able to do so because they have been holding my money please help

  

  Business Response

  Date: 08/03/2022

  Hi *******, thank you for taking the time to reach out. I've escalated this matter to our accounts team who have taken the time to look into your account. I see that the *********************** recommended to us that your application be cancelled because of documents not provided. This recommendation was provided on 5/26. We do also see that some of the charges on your account were disputed. On 7/27, a check for $250 was cut to provide to you as a refund. If you have any other questions or concerns, please follow up with us here. Thank you. Rich M.

  Customer Answer

  Date: 08/03/2022

  So I didnt do a dispute as I mentioned but the dispute was cancel that how I was able to get the holding fee back but they are saying I cant get my security deposit back when I did both of the dispute together and they both got canceled under the same claim number I have proof that as well so I was just confused how I get one amount back but not my security deposit 2527,50
  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:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is black mold growing on our back wall. It is an airborne type of mold and the mold killed our dog. They want to charge us to move out or have us terminate our lease. There is also an ongoing claim. I have spoken to our case manager ***** who has done nothing and her supervisor ****** who has done nothing. We will be opening a lawsuit against not only Progress Residential but the owner of the property who has caused the wall damage. Very disappointed in this company and in my case manager. What kind of business does not care about working with an insurance company to get their wall fix from a neighbors negligence and it is Progress Residential. My case manager is horrible and does not call or respond back and then has a negative attitude when you have someone try to reach out to them. They do not care that they have toxic black mold growing on their walls and that the black mold killed our pet and also gave me an upper respiratory infection. I submitted things over to my case manager and no response. Our case managers supervisor is worse than her. We will be reaching out to a lawyer and the ** regarding this. They want to charge for moving to another property after we had an expert and professional, something they do not have at this company come out and I paid them out of pocket; they deemed that this home is unlivable. They refuse to do anything and the account supervisor ****** G tried to flip the script and basically state that me being sick with an upper respiratory infection was because we did not terminate our lease or we have to do what is right for us. I want a supervisor over ****** to contact us.

  

  Business Response

  Date: 08/05/2022

  Hi ***** thanks for taking the time to share this feedback with us. I've taken the time to escalate this matter to our local team and I see that they are aware of the issue with the wall outside of your home. The issue is being caused by a leak in the neighbor's home. The neighbor has opened a claim with his homeowner's insurance and we have forwarded to our insurer to respond. We can not move forward with repairs on our end until the neighbor rectifies the issue on their side of the wall. We will continue to monitor this issue and will make the repairs as soon as we are able to do so. Please let us know if you have any other questions. Thank you. -Rich M.

• Initial Complaint

  Date:07/27/2022

  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 have received 2 HOA violations that are both bogus and this company charges you 45$ just to get a letter even when they are false. On the first HOA they said they would refund the money and never did. On the second, I was cleaning my yard and our scam of HOA (EPIC) took a photo while I was working and reported a violation with my **** trimmings! I have emailed about 200 times and only received three responses and NO PHONE CALLS. Also, I told Progress not to communicate anything about HOA via email and they continue to do so. This company is the worst. I would like my fees reversed and Progress to apologize. They also need to work on increasing their staffing and training.

  

  Business Response

  Date: 08/03/2022

  Hi ***, thanks for taking the time to share this feedback with us. I've had a chance to escalate this matter to our local team and I see that you were contacted by a member of our leadership team who took the time to review the *** letters and charges with you. If you have any other questions or concerns at this time, please follow up with us here. Thank you. Rich M.

• Initial Complaint

  Date:07/26/2022

  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 received rent assistance form project reset 2.0. I received ********* from project 2.0 for Havenbrook for my rent. It was Deposited it into the landlords account in DECEMBER 2021 they changed names in JANUARY 2022 to PROGRESS RESIDENTIAL but the ********* didnt go with the house. I had no idea of this until I received a letter in the mail for progress residential saying that I owed them this money. I explained the situation to them they act like they were going to help me find this money NO they didnt I received another email about the same thing I once again told the the same thing again. The next letter I received was an saying that they was suing me for this money. Im going to court tomorrow morning about it. I was affected by Covid in January 2021 to the point that I cant work. I went from making ***** monthly to 900 monthly.

  

  Business Response

  Date: 07/20/2022

  HavenBrook employees have merged over to Progress Residential. Progress Residential will have to assist with this matter. 

  

  Business Response

  Date: 08/17/2022

  Hi ***, thank you for sharing this response with us. Our Collections team has attempted to contact Project Reset multiple times to understand what has happened with your Rental Assistance funds, but unfortunately, have not yet received a response to our multiple inquiries. If you are able to also contact Project Reset and ask them to respond to our inquiries, we would very much like to help you resolve this matter ASAP. Thank you, and please follow up with us here if you have any other questions or concerns. Rich M.

  Customer Answer

  Date: 11/28/2022

  I was funded ********* in December of last year from project reset 2.0. for Havenbrook homes witch then changed names in January to progress residential but the money never made it. It is now November and it still hasnt been found. Progress residential doesnt have it and for some reason it cant be traced ********* just vanished into the air with no trace. Project reset 2.0 will not get in touch with me and this makes me think they are funding people but no paying out the money. I dont know what else to do. I couldnt renew my lease because of this so now my family and I have two weeks to move with NO WHERE to go. Project reset 2.0 like ok whatever

  

  Business Response

  Date: 11/28/2022

  Our team contacted three separate ********** reps regarding these missing funds. No responses were received. Our team then called ********** and talked to a rep who, unfortunately, stated that they would not give us any information regarding the funds as we are a different landlord. We provided our follow-up information and requested that somebody call. Unfortunately, at this time, we believe this matter will have to be resolved by ******* Co, Project Reset and the resident. We are unable to proceed if ********** will not provide ** with more information. 

• Initial Complaint

  Date:07/26/2022

  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.

  So July 1 I go to pay rent and its **** dollars more than usual. I pay my current **** dollar rate and everything else. Reach out calling and emailing about the charge NOTHING. No emails, no calls explaining the charge. Two weeks pass and then we get an eviction letter email saying that if we dont pay we will be evicted. Weve lived here over two years and Ive never made a late payment. I pay the **** and they tell me its HOA violation. I havent gotten any extra notices? What can warrant a **** hoa violation without knowing I was in violation. I still havent heard anything new except we have a case open. I have two little ones and couldnt take the chance with the eviction, however I DID NOT, and Do not have extra money to take care of this. I need Progress to make this right.

  

  Business Response

  Date: 08/02/2022

  Hi ***** thanks for sharing this feedback with us. I see that you have two HOA violations on your account for $1125 each plus the $45 letter fee for a total owed of $2,295. I escalated this matter to our accounts team and I see that you were contacted by ********* who explained to you that you can file an appeal with our HOA department, or we can setup a Special Partial Payment plan to allow you to make payments on this balance. If you have any other questions or concerns, please follow up with us here. Thank you. -Rich M.