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:10/24/2023

  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.

  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

  Date: 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

  Date:10/24/2023

  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.

  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

  Date: 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

  Date:10/23/2023

  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.

  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

  Date: 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

  Date:10/22/2023

  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.

  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

  Date: 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 

• Initial Complaint

  Date:10/21/2023

  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.

  Requested a joint walk through of property upon departure. Request denied, company stated thats not how they do business. I complied with all move out requirements and they still kept **** of a **** deposit. If they would have told us whats wrong we could have fixed the issues. Very shady business practices. Company stated cleaning not up to their standards.

  

  Business Response

  Date: 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, our *************** Coordinator reached out to you on 10/25 regarding this concern, the email was as follows:
  
  
  Good afternoon, 
  
  You were charged a total of $490.00 for cleaning and removal of trash. You were sent a refund of $2037.10 on Monday, October 23rd. 
  
  Please allow more time for delivery of the check.
  
  
  As noted, your refund has been sent on 10/23, please allow postage time for this to be delivered to you.
  
  
  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 Answer

  Date: 10/27/2023

  
  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:10/20/2023

  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 rented a house at *******************************************************************. It was a scam however I have called them every day for place and time that I can pickup my belongings that I had already moved into the house. Progress only tells me the issue will not be solved today. I want to know where my stuff is.

  

  Business Response

  Date: 10/25/2023

  Hello, 
  
  
  I'm sorry to hear about the frustrating experience you've had dealing with this, unfortunately, Progress does not have any of your belongings as told by our Market team. I would suggest filing a police report in the meantime.
  
  
  Thank you,
  ******, Advocacy Team

• Initial Complaint

  Date:10/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My expensive laptop was delivered to the address: ******************************************************** rent by "Progress Residential properties" to these dishonest individual and/or individual my laptop was delivered to their address by an irresponsible driver by FED EX and the driver could not retrieve the package because the renters in this home denied taking it from their front door that clearly the package of the laptop was left at their front door and within minutes of leaving it at their front door the renter or renters came out and took the item that did not belong to them and will not return it....it was a very expensive item (laptop) that they stole and the rental company is non concerned about what has happened and do not want to take any further action to assist with the theif by their tenants of their property

  

  Business Response

  Date: 10/23/2023

  Dear ******-

  Thank you for letting Progress know about your concern.  This situation is something that you will need to resolve through the local authorities as the dispute is between you and the neighboring property.

  Sincerely,

  *******************

  Progress Residential

• Initial Complaint

  Date:10/20/2023

  Type:Billing 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 have been a resident in one of Progress Residential's homes going on our second year now. During 2022, this happened once and Progress refunded the late fee after I sent them documentation from my bank. But in 2023, I now have four months where they charged me a late fee of $125. I use billpay through my bank to pay rent. The bank mails a check to be received by the payee by the due date I specify when I send payment. I have been using billpay through my bank for 10+ years for ALL my bills and have NEVER had a recipient claim that they didn't receive my payment on time. I have attached a document showing that my bank mailed the check for receipt on or the day before the rent was due. It appears from my bank documentation that the Progress office staff wait sometimes a week or more after receiving my check to deposit my check but still chose to charge me a late fee:Check #******** Mailed to Progress Residential for receipt by 6/30/23, deposited 7/7/23 Check #******** Mailed to Progress Residential for receipt by 7/31/23, deposited 8/4/23 Check #******** Mailed to Progress Residential for receipt by 9/1/23, deposited 9/11/23 Check #******** Mailed to Progress Residential for receipt by 9/29/23, deposited 10/10/23 This is not right. I will be mailing a personal check in the future certified through the *********** to stop these shenanigans. But I should receive credit for these wrongful charges in the meantime. Hopefully any future disputes will the thwarted with certified delivery documentation.

  

  Business Response

  Date: 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 decided to credit $500 worth of late fees on your account on dates 9/4/22, 4/4/23, 7/4/23, and 9/4/23. This credit is currently being processed which will put you on a balance of $2,004.31. If we receive your payment prior to midnight on the 3rd,you wont be charged another late fee as per your lease agreement.
  

  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 Answer

  Date: 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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/18/2023

  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 10/8/23 am alert on my bank app stated a charge went through as a debit for YSI* Progress Residential ********** ** for $339.50. I do not rent property with anyone of their affiliates. I called the ************ phone number and spoke to customer service. She could not locate any account with my name attached. She stated they do not store any banking or financial information. She could not assist. Told me to file fraud with bank that cleared the charge. It IS FRAUD. No one at this company seems to be able to answer anything. They suggested their "rent cafe" online payment service might assist, but there is no records of me as a resident within their progress residential system. I did not authorize any rental property payments due myself or anyone else. I have no ideas why I'm being charged this fraudulent amount. I own my home with a mortgage in a state they don't cover based on their website.

  

  Business Response

  Date: 10/20/2023

  Hello, 
  

  Please review the following below, we made no charges to your account and it's safe to assume someone may have gotten ahold of your bank information: 
  

  The steps for someone with fraudulent charges from Progress would follow the steps below:
  

  -Victim contacts their bank/credit card company and report the fraudulent activity
  

  -Bank will replace the card
  

  -Bank will file a dispute with Progress and we will provide our findings to the financial institution

  -Bank will provide the victim the information regarding the resolution of the fraud dispute

  IF they are a victim of ID Theft or have a suspect that committed the fraud against them, Corporate Security would create a case and work with the person making this claim
  

  Thank you, 
  ******, Advocacy Team 

  Customer Answer

  Date: 10/20/2023

  The company should have an accounting system that can track down the money paid to them via debit card. It is their company that was paid with my money, as an unauthorized charge. They have given zero information as to how a non resident  with their company is being charged for "rent". They did nothing to satisfy this complaint. My bank is s investigating the fraudulent charge from this company. I expect a better answer than, "contact your bank". This company got free money. No one has my banking info and rent cafe has to verify bank account before debit cards are accepted. The company needs to correct the deficiency and refund me the $339.50. I have yet to be contacted by an actual person from the company. I called several times and just get the run around but never a firm answer. **************** reps have been clueless in this case. 

  

  Business Response

  Date: 10/23/2023

  Hello again, 

  I had reached out to our fraud department regarding this concern, as advised please follow the steps previously given as your information may have been stolen - we are unable to do anything more.

  Thank you, 

  ******, Advocacy Team 

  Customer Answer

  Date: 10/26/2023

  
  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.

  My bank had rectified the funds and are still investigating the matter on their end. 
  
  Regards,
  
  *********************************
  
   

  
  

• Initial Complaint

  Date:10/13/2023

  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.

  8/23 AC unit stopped working. 87 degrees in house. Called helpline. A worker was dispatched to our houseNo worker called or showed up to our house. We were messaged late at night to go to a hotel or buy a window unit as a stop gap. A manager would be in contact with us soon. They said would reimburse us up to 350 for a window unit. No one at the business will return phone calls.I have attempted to contact the company regarding the reimbursement multiple times, but each time the corporate office says the ****** office will be reaching out to me. They will not do so. The corporate office has also told me that the ****** office doesnt have a phone number where I can reach them. I have been trying to be reimbursed for 2 months now and cannot get anyone to talk to me about my case.The original case was deleted and there is no record of it at the company even though a technician was dispatched to fix our AC on 8/25 and did do so.Progress residential has a very strict and aggressive late fee policy. If I were to be late on a payments of this amount, they would charge me hundreds of dollars a day. I expect this business to hold themselves as accountable as they hold **** insist that progress residential pay us the money we are owed and publish a phone number to the leasing office where we can have our questions and concerns raised.

  

  Business Response

  Date: 10/17/2023

  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 your concerns, I reached out to your local markets leadership for assistance, and as of 10/17 the approval for a $350 credit has been approved and submitted this morning. I have emailed you separately including your local markets Assistant Portfolio Operations Directors phone number to contact in case you have any other questions or concerns.
  
  
  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