ComplaintsforProgress Residential Property Manager LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an *** admin for a management company, and I have been here over 2 years now processing leasing applications for my ***'s. Progress Residential consistently refuses to follow *** leasing procedures. They do not tell the proposed tenants to submit the approval paperwork needed or they tell them at the last moment. They give them little, no, or incorrect instructions repeatedly. These tenants show up at my office often upset and confused because they are needing *** approval to move in. *** boards need time to review and process applications they cannot be expected to process an application on a moments notice just because Progress Residential did not submit the application weeks ago like they should have done. They have been made aware of this and the fact that some ***'s will not accept leases that say month to month in them YET they continue to submit those and they get returned and the prospective tenant is in a panic waiting to get approval and usually blaming our office or the *** for Progress Residentials mistakes. I do not understand why we cannot work together and get these applications processed correctly and quickly for their tenants.

  

  Business response

  06/27/2024

  Hello, 

  I will need to submit this request to our internal *** department and Onboarding Team. If you would kindly provide the *** you work in, I would appreciate it. 

  Thanks so much, 

  ******, Advocacy Team. Progress

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and i were using this company attempting to rent a home while we looked for our forever home. We paid the required $350.00 processing fee to start the application process. They denied us because they said my wife tried to add her ID to an email sent to me. It was a simple issue but they told us the application was denied and we had to start the entire process over AGAIN. This means losing part of our application money because of a computer error. We did nothing wrong, we were just trying to upload our ID and my wife tried uploading her ID to my email by mistake. All they had to do was resend me the link and I would have done it correctly and we all move on. No, they denied us and said to bad, no refund. I can see if we were attempting something fraudulent, but simple mistake like that is evil to punish. We tried talking to a supervisor and were told no, they would not let us talk to anyone in management. They now have my financial information and I extremely fearful that it won't end here. PLEASE HELP US!

  

  Business response

  02/23/2024

  Hello ******,
  
  
  Thank you for sharing your experience with us and allowing us the opportunity to assist you with your concerns.
  
  
  Please keep in mind our ** verification is done through a 3rd party, you will only get a few attempts to submit these correctly otherwise, the ** verification check will fail. As per our policy, you will receive your holding fee refund back however, the application fees are non-refundable.
  
  
  Thank you,
  ******, Advocacy Team. Progress

• Initial Complaint

  12/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I originally rented from Havenbrook Homes who was taken over by Progress Residential since March 2020. We never paid rent late or skipped rent one time since we rented. Our lease was coming due October 6, 2023 and we did not want to renew again so the renewal agent suggested that we transfer to another property owned by Progress Residential in August 2023. we found a property that we liked and signed a transfer agreement for that property.. That agreement served as our notice to vacate and it states it right on the agreement! That property fell through. We did the same thing for four other properties but they all failed to come due or Did not work out for one reason or another. This process took us all the way up to October, and this is when I finally decided not to stay with Progress Residential and just vacate the premises. I paid the full amount of rent for October on 10/3/23 as I was instructed and I moved out of the residence on October 31, 2023. After I moved out, I received a ledger that charged me for a month-to-month fee for October, the lease amount u to the 6th, and an elevated amount for the remainder of Oct. I was also charged an $1100 fee for not giving adequate notice to vacate. the ledger did not even reflect my paid rent for October at all! I was given a website to write in to dispute charges, which I have done and received a response, asking me to be specific on each charge that I was disputing. Rather than allowing me time to respond, they simply close the case for my dispute. I responded the same day I received the the email and the case was never reopened. I have called a total of 11 times since and still have no resolution. Each time I call, a case is created and later the same day, I will get an email that the case is resolved but no explanation is given of how? The original case # ********. I would like written resolution with my balance owed adjusted to $0! And my deposit refunded!

  

  Business response

  12/20/2023

  *******,

  Im sorry to hear about your frustrating experience. We do value our residents and appreciate you taking the time to share your feedback.

  On 12/20/23 a Portfolio Operations Director contacted you to discuss the situation. The request for reimbursement of the $257.00 month-to-month & $1140.00 termination fee is being escalated for approval.

  As for the $1,404.50 payment you stated was made on the phone (in case # ********), we are unable to locate this payment in our system. While a bank statement was submitted, it shows for the time period of 9/7/23 thru 10/4/23. Is it possible to send another statement for dates after 10/4/23 as well, or a copy of the confirmation for the payment from PSN - Phone System Network?

  As always, we hope to reach a successful resolution quickly. Thank you
  
  Sincerely,
  
  *****, Advocacy Team
  Progress Residential

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to work with Progress to make an arrangement to pay my rent. Last month, I contacted them and advised I could not make in person payments and need to make them online or over the phone. They have not responded. Progress has blocked my ability to make payments online, but I have never been late on a rent payment. They refuse to work with me. I fear that this will cause an issue with my November rent payment. Frankly, I dont think they want me as a tenant but have not responded to my questions for a month.

  

  Business response

  10/30/2023

  Hello *****,
  
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, we would like to work directly with you to resolve the matter. We have reduced your insufficient fund fees to 1 on your account, one you have 2 you are locked to in person payments only, please note if you have another NSF on your account this will lock your online payments again.
  
  
  At Progress Residential, we aim to provide excellent customer service and facilitate a positive living experience. As always, we hope to quickly reach a successful resolution of the complaint directly with you. 
  
  
  Thank you,
  ******, Advocacy Team

  Customer response

  10/30/2023

  
  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 am happy to report that the issue was resolved last week.  I appreciate Progress for working with me.

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi there! We do not have a problem with progress residential in anyway shape or form. Our problem is with the neighbor across the street at *******************************************. They have a parking their truck on our grass, our lawnmower had a heckuva time trying to get around them.

  

  Business response

  10/27/2023

  Hello!

  Thank you for sharing your concerns with us, our **************** Coordinator has reached out to you today over the phone to address this concern and provide you with a solution. Please let us know if there's anything more we be able to assist you with. 

  Thank you, 

  ******, Advocacy Team

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 25th 2023, a resolution was made with Progress Residential for a partial refund of our deposit. The email stated that the check would be cut and mailed to the forwarding address provided in ***** days. The forwarding address was provided via the move-out notice from Progress Residential's website and on the physical form left in the house with the keys upon move-out. On September 25th, 2023, I followed up requesting tracking for the check as it had not been received by that time. The tracking was provided and Progress was notified on September 26th, 2023, that the tracking was showing the check being sent to the prior rental home and not the forwarding address provided. The forwarding address was once again provided to Progress on this date. Progress informed us that they would issue a new check once the old check was returned to them. On October 9th, 2023, I followed up with Progress again stating that I still hadn't received any information or tracking for the new check. The same day, Progress confirmed the check was returned to them and they had requested a new check be issued. On October 13th, I requested the tracking for the new check and was informed they did not have the tracking for the check yet. I vocalized my frustration at this time with the extended delay. They informed me that had issued a "RUSH" request on the refund check and that it would be sent to the forwarding address. On October 23rd, I again follow-up requesting the tracking as I still have not received it. I am informed that the check has not been sent as checks are being sent in the order in which the requests are received. I reply back on October 24th stating that I have now waited 60 days for this check and request a tracking number and immediate update as to what has caused my money to be further delayed by close of business. As of October 25th, I have not received any further response or tracking for my owed refund.

  

  Business response

  10/26/2023

  Hello *********, 
  

  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, and as such, we would like to work directly with you to resolve the matter. Case 03435887 has been opened to investigate this concern for you. Our *************** Coordinator emailed you on 10/26 regarding your deposit, it's as follows:
  
  
  "I understand your concern when it comes to your refund check. I see the check was given to our office services team to remail to you on 10/24/2023. I put a rush request on the check via ***** but have not received the tracking number as of yet. I understand that it is frustrating that we submitted the request originally on 10/13/2023, however, as explained previously, there were many requests that were submitted and the team was working on the requests in the order in which they were received. "
  
  
  Thank you,
  ******, Advocacy Team

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented ************************************************************************ a year ago paid every month on time and treated this home as if it was our own. Which included things like clearing out debris from the backyard which was promoting a rats nest which encouraged them to find shelter elsewhere. Repaired the Washing Machine hook *** when we had a washer installed due to leaking issues that were obviously there for a while. When we left, my wife worked on the home cleaning and spackling little nail holes and touching up the paint, scrubbed floors, walls top to bottom did a thorough cleaning of the whole home paying special attention to the bathrooms and kitchen and the appliances. She made sure to leave the home in much better condition than it was when it was handed of to us. Imagine our surprise when we found out that we were being charged ****** dollars for repairs and cleaning and hauling off of items when we left the house clean, empty and in move in condition. We pressure washed the driveway, path and pool deck area. Successfully removed the foul cigarette smoke smell from the garage that was left behind by previous tenants and because of our efforts we expected a full refund of our deposit of ******* instead of the ******* being sent to us. Thank you for your assistance in this matter, it is greatly appreciated. *****************************

  

  Business response

  10/26/2023

  Hello ******,
  

  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers,and as such, we would like to work directly with you to resolve the matter.Case ******** has been opened to investigate this concern for you and we have agreed to waive the paint charges and trash charges to your account, on 10/26 a docu-sign was sent to you for all leaseholders to sign for this to be processed.
  

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

  Thank you,

  ******, Advocacy Team 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in late September, prime rainy season in **, we noticed a leak in our roof that was coming through inside. I notified Progress Residentials emergency line on a Saturday (this was deemed an emergency within their protocol). I kept having to follow up starting on Monday because no one ever reached out to me. It took another few days for a third party to come out and look at the issue. Where the leak was he confirmed there was an issue but also stated there were multiple other areas that could become an issue at any time so he was requesting the whole roof be replaced. It's now a month later, I've made multiple calls and sent multiple emails with no updates to my repairs. AT customer service I'm told "there's only an email address (which I've emailed MULTIPLE times), or I can send a letter or drive to the office" Ridiculous there isn't a direct contact. I work and shouldn't have to take time to DRIVE to an office to maybe get a response. It should not take a month + to get a MAJOR repair on their home done. Since the leak was coming through the walls, I have no idea now if there is mold in the attic between the roof and the ceiling. I would like mold testing done in my home as well. This company wastes no time sending rent reminders, assessing ridiculous fees and are quick to send eviction notices if your a day or 2 late but completely ignore ANY major issues tenants are having. I also have a large lip in my driveway that is a HUGE trip hazard not only for my family but for my elderly neighbors that come over. The shoddy fix they did on that is starting to crack and the lip is starting to come back. We pay ASTRONOMICAL prices for rent and they choose to not maintain homes up to residents standards. Rent controls need to be put in place as well. But for now, I need my roof fixed ASAP.

  

  Business response

  10/27/2023

  *******,

  Im sorry to hear about your frustrating experience with our company. We do value our residents and appreciate you taking the time to share your feedback.

  A Customer Escalations Specialist sent you an email on 10/24/23 stating:

  My apologies for the delay in response,for some reason your email, to me, went to our ************************ and not directly to me. I am unfortunately just seeing your email today, but I do have an update for you. The estimate for a total roof replacement was sent up the Service leadership chain on 9/22/2023, the delay comes in due to the amount of the estimate and our Service Director not having sufficient photos of the damage. The pictures requested to continue the approval process were uploaded on 10/23/2023. I have just reached out to the Service Director to see where we are at with the approval process.

  As always, it is our hope to quickly reach a successful resolution. Thank you
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and myself completed a home to home transfer on 9/28. The whole process was a nightmare from beginning to end. We were informed that we could move into the new home on 10/1 I signed the lease and reserved movers on 9/2. On 9/4 we received a frantic message from ****** saying a mistake was made and we only had 12 days to move in. We decided to move due to a continuous leak in the upstairs bathroom and our ac unit going out twice. We spoke with several different agents and explained that this would be a hardship. I was advised due to mistake pay the prorated rent on the new home because I had to pay another deposit and prorated rent on the new home. All was paid the day before move in I was told I could not move in because I needed to pay the remaining balance on the new home. I asked that the notes be reviewed and several agents said they saw the notes, and one basically told me that I was illiterate because if I read their website it says all fees need to be paid. I was told on 10/13 my refund check was cut the agents said it was put in the mail I should get it Monday/Tuesday. That was a week ago now. I live in the *********** all security deposit should be sent by certified mail. I call and am told there are no notes that a check was mailed, I email the rent department and am told I cant report for 14 days. I have mail from my bank that was sent the same day that I have received. This is the worst possible way to treat tenants I was already put in a financial bind by a made by your company. Now Im being lied to about a payment that has not been sent. I need this issue resolved immediately.

  

  Business response

  10/26/2023

  Hello *******,
  

  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers,and as such, we would like to work directly with you to resolve the matter.Case ******** has been opened to investigate this concern for you. We have found that the move-out took place on 9/28. The Account was processed 12 days later 10/10, the check was then cut on 10/13 and sent via standard **** from **********, **. We are still within the 30-day timeframe in which we have to send the deposit back to you, please allow time for this to be sent.
  

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

  Thank you,
  ******, Advocacy Team 

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account #*********: ********* of ********* has emailed multiple complaints of side street parking violations from Progress Residential Property Manager, LLC's lessees and has asked that it cease due to the Declaration of Covenant, Conditions, Restrictions, and Easements for ********* Park Subdivision. (ARTICLE VII GENERAL COVENANTS AND RESTRICTIONS), SECTION 7. RECREATIONAL VEHICLES, *************. paragraph. Property Address: *****************************************************************. Unfortunately, the ***** of ********* has not received any responses from Progressive Residential Property Manager, LLC's HOA team; nor have we received a courteous response from a phone call that was placed on October 12, 2023, at 10:34 a.m. whereby the President called and spoke with a customer service representative for about twenty-three minutes concerning the side street parking with no response from their HOA team. The lessees have continuously violated the side street parking since September 30, 2023, until present; now, the ***** is preparing to have the vehicle towed. Unfortunately, we have not received any legitimate and courteous response from the property leasing company but their automated response is as follows: "Thank you for contacting the Progress Residential HOA Department. Your request has been received, and you will receive a response within 2 business days. Case number ******** has been generated for this request. Please do not reply to this email. If you have an urgent issue that needs immediate attention please call our ************* team at ************ **************. Please reference your case number when calling." Regrettably, we have NOT received an email or phone call response since September 30, 2023. However, the ***** is reaching out to the Better Business Bureau for assistance with handling these unethical and unprofessional business practices while we are exercising our fiduciary duties on behalf of ********* Park.

  

  Business response

  10/25/2023

  Hello, 

  Thank you for alerting us regarding these concerns, I have reached out to our internal HOA department to further assist in which we responded by sending a notice to the resident being that they are out of compliance. We will be sending another demand notice to remove the vehicle. 

  I want to thank you again for bringing this to our attention. 

  Thank you, 

  ******, Advocacy Team 

*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. ↩