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:10/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom this may concern: I hope this email finds you well. I am writing to bring to your attention a distressing and deeply unsettling experience my family and I have recently endured in our dealings with Progress Residential. I thought that the company will want to address this matter promptly and ensure that such incidents do not tarnish the reputation of Progress Residential any further.In summary, we were led into an extremely unfortunate situation wherein we believed we had secured a rental property through ProgressResidential, only to discover that we were the victims of a scam perpetrated by someone associated with Progress Residential.Our ordeal began when we were approved for a house and subsequently met an individual at the property who appeared to be an employee. This individual provided us with keys, conducted a walkthrough of the property, and handed us a lease agreement. Believing everything to be legitimate, we moved into the property. However, our relief was short-lived when, a week later, there was a sudden and unsettling visit from the police and Progress Residential representatives claiming that we were trespassing. We explained the situation, providing details about the individual who had facilitated our entry, accepted payment, and provided us with the lease and keys. Despite this, we were forced to vacate the property abruptly, leaving behind most of our belongings. Someone from Progress Residential took the house down that we signed the lease for. How is this possible, someone from the inside is Scamming and getting away with innocent families losing their lives and personal belongings!! This isn't right, something needs to get done about this matter.To further complicate matters, we had been in contact with one of their employees, ****, who had given us his personal contact information and assured us that we could retrieve our remaining belongings. Regrettably, it appears that another employee took advantage of the situation, entering the property without our consent and stealing valuable and personal items. Subsequently, the entire home was emptied, including our daughter's belongings essential for her education at ***************. The neighbor next door has video from them stealing items and she is going to put that on a flash drive for evidence for me. Also, the neighbor stated that it was a couple of families that had similar situations on this same SCAMMING PROPERTY!! I found another FAMILY that this happened to as well, dealing with Progress Residential We had a scheduled appointment by the supervisor to collect our belongings, but when we get to the property with a uhaul ALL OF OUR BELONGINGS ARE GONE..WHOLE HOUSE EMPTY, which has now been labeled as a "miscommunication." I must emphasize that my family and I should not bear the consequences of their company's mistakes. I believe they were trying to cover their tracks from already stealing some of our valuable things. Our current situation has left us homeless, with significant losses, and has severely impacted our daily lives.Progress Residential's response to our plight has been disappointingly slow and lacking in empathy. It is disheartening to learn that scammers and unscrupulous individuals may be associated with this company. As a result, I am compelled to take the following actions:Contact ******* Fox 5 News and 11 Alive to bring public attention to our experience.File a formal complaint with the Better Business Bureau (BBB).Utilize social media channels to share our unfortunate story.I sincerely hope that you will take swift and decisive action to investigate this matter thoroughly, rectify the situation, and ensure that such incidents do not recur within their organization. My family and I have been left in a dire situation, and we believe it is imperative that Progress Residential takes responsibility and works to alleviate the suffering and distress we have endured.I kindly request an immediate response from you or a designated representative of Fox 5 to discuss this matter further and find a resolution that is justice and fair.

  

  Business Response

  Date: 10/20/2023

  *******,
  
  On 9/18/23, ****** Police Officer ******************** badge#*** made contact with you at the door of the property. The officer advised you of the situation and that you were a victim of a common fraudulent leasing scheme of the property. You were advised that the Security Operations Specialist would need to recover the home at that time. You gathered your belongings and willingly left the property. The police generated the following Case #*********.
  
  On 9/26/23, the Security Operations Specialist was contacted by you, requesting access to the residence on 9/27/23 at 9am to remove the remaining items left inside the home. Upon meeting you at the property, you stated to him that high-value items that were left behind were now missing from the home. You were advised if you felt a crime occurred that you should contact the police and file a police report. You filed a theft report, Case #************. The Security Operations Specialist told you that you would need to contact Progress directly to schedule the removal of the rest of your items.
  
  On 9/28/23 The Assistant Portfolio Operations Director called you to explain all the facts of the situation again. You stated that you did not get all the belongings out on 9/27/23 and so Progress scheduled another move-out appointment for 9/29/23 at 10am. It was explained this cannot be delayed again as this is 11 days after the home was vacated. The Assistant Portfolio Operations Director told you the Security Operation Specialist will be at the home on 9/29/23 at 10am and you have 2 hours to remove all belongings. Its noted that you were at the property on 9/29/23 at 2pm and not at the scheduled 10am time.
  
  If you have any questions please email our Security Team at **************************** and one of our Investigators will follow up with you.
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  Date:10/13/2023

  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.

  We recently moved out of a rent house owned by Progress Residential located at *******************************************. We gave the required notice well within the required time of 2 months. In fact it was prior to that on July 17, 2023. Our move out was September 26, 2023, which was the end of lease. I have attached several different copies of my correspondence with this company that prove the notice to vacate was submitted well before the required date, however this company asserts that we did not give notice to vacate until September of 2023, which was a fabrication on their part. There are also other points made within their move out assessment, that are also untrue and those will be argued separately. We also filmed a video of the house showing that it was clean when we left, however, they are stating that was not done, but the video shows otherwise. See here: ************************************************ They assert that since we did not give timely move out notice ( which was absolutely untrue ), we were charged a **** dollar fee. They also assert that we actually OWE THEM MONEY, which is ridiculous. My wife and I have been treated unfairly by this company and deserve a refund of AT LEAST **** dollars. Also they claim a cleaning fee of over 500 dollars, however, the move out form states a 450 dollar cleaning fee will be charged. The statements that are contained within their final assessment do not correspond to the facts in this matter. We paid all bills on time and were good tenants per their own account, however, the final treatment of my wife and me by this company are totally unwarranted.

  

  Business Response

  Date: 10/17/2023

  Hello *******,
  
  Progress Residential has received and reviewed your complaint to the Better Business Bureau. We value our customers, so we would like to work directly with you to resolve the matter. Case ******** has been opened to investigate this concern for you. We have agreed to refund all charges disputed. Our account service coordinator sent you a Docu-Sign to review and sign for this refund to be processed. The charges disputed are shown below:
  
  $1,199.10 Insufficient Notice Fee 21 Days
  $560.00 Insufficient Cleaning
  
  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: 10/18/2023

  
  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:10/11/2023

  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.

  I moved into a Progress Residential property in the last week of August 2023, but wasnt living on the premises until around September 10th. Since we have moved in, I have had to make almost daily or weekly calls, reporting issues with the property, including water leaks and potential mold issues, and most of my problems have still not been resolved. I have multiple work orders open from September 17 2023, September 20th, and the 21st of this year. While they have come to fix some issues, the major water leaks and mold issues have not been addressed and have even ruined some of my personal property. They are aware of the issues and this house doesnt seem like it was ready to be put on the renting market, before they got new tenants in the door. And I dont know if what Im living in is fully safe or what my options are. When I call, they say they are aware of the work orders, and they only send out techs to fix the little issues and not the bigger issues like water damage or mold and can not give me an estimate on when Ill see or here from anyone about the job.

  

  Business Response

  Date: 10/18/2023

  ******,

  Thank you for sharing your feedback. We are looking into the service requests and concerns mentioned regarding the property and are making it a priority to address each one to resolve them. The Portfolio Operations Director left a voicemail on 10/18/23 with you requesting a callback.

  Below are completed and in-process work orders for the property:            
  - J004808033 new garbage disposal; rescheduled as of 10/18/23
  - J004798827 exterior sliding glass door off track and leak; tech visit and photos 10/12/23; needs to be scheduled for follow up
  - J004823265 dishwasher install; completed 10/2/23
  - J004787754 HVAC, completed 9/26/23
  - J004808033 leak in garage and kitchen sink leak; completed 9/25/23
  - J004786378 leaking, completed 9/18/23
  
  Please return the Portfolio Operations Directors phone call for further assistance.

  Thank you so much for being patient with us. We value our customers and hope to provide **************** experience going forward.
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  Date:10/11/2023

  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.

  I attempted to pay my rent on August 1st and was not aware that my max **** limit was $2500.00 at which time the online portal rejected my full payment but accepted $685.00 & caused an authorization hold on the funds in the amount of $2,520.60 as you can see in the attached screenshot on August 1st. During which time it appeared progress residential received the funds but after speaking with customer care & my bank it was determined that the funds were in fact on hold and either would be accepted by progress residential or sent back to me. As of 08/08 the funds were released back into my account at which time I made a payment. Im asking that the late fee be waived as a courtesy as I was unaware this would happen and did infact attempt to pay my rent on day 1 Ive asked to speak with management on numerous occasions just to be told one will reach back out to me. I was told by a rep since its not progress residential fault that the payment was late they cant show me mercy even though Ive been a resident for 4 years.

  

  Business Response

  Date: 10/12/2023

  Hello Testny,
  

  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 in we have agreed to credit you $125 for the late fee,this was submitted on 10/12, please allow us some time for this to reflect on your ledger.
  

  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

• Initial Complaint

  Date:10/11/2023

  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.

  On 8/21/23 progress charged me $250 as a holding fee and $185 in application and convenience fees, promising me to move into a house in two weeks. Their communication was horrible but I still patiently waited and at the end of the two weeks I was told I could not move in by the *** of the home as progress residential had open violations on the home. When I called three times to finally reach progress residential regarding the matter I was told to choose a different home and wait two more weeks. I asked for a full refund since everything happening was their problem, they stopped answering my calls all together and would no longer reply to any email. So I disputed the charges on my card. Today ***** I was notified progress fought the dispute and they sent me a check for $250. What about the other $185??? I would not be in this mess if they could have just provided me the product they promised when I paid $385.

  

  Business Response

  Date: 10/12/2023

  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 agreed to credit the application fees for you, this request has been submitted and we ask that you allow us some time for this to be issued to you if not already. Regarding the convenience fees, we will not be issuing a refund for this due to ACH being a fee-free option.
  

  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  

• Initial Complaint

  Date:10/10/2023

  Type:Sales and Advertising 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 live in a rental property managed by this company. I am a senior citizen and on August 25, 2023, my air-conditioning stopped working. The temperature was 95 + degrees and I called Progress to come and repair it. According to their website, this type of repair is considered an "emergency" maintenance request and will be handled as such. I called twice and reported it, and no one ever came or called. This was on a Friday evening and I eventually got an email on Monday basically saying they would have someone take care of it....never happened. A week later, they sent me an email saying the situation was resolved. I called and asked to speak with a manager or supervisor and was told someone would call me back. I have never heard from anyone, EVER! You can never get through on the phone and no one has reached out to give me any explanation. This could have been a serious and even fatal situation for a senior in this degree of hear with no air-conditioning. I had to make other arrangements over that weekend because you could not stay in the house in that sweltering heat. This is not the first time I've had issues with their maintenance area. I want to speak with someone to voice my concerns and get an explanation.

  

  Business Response

  Date: 10/13/2023

  *****,

  I apologize for the difficulties in getting in touch with a manager. This is certainly not the level of professionalism and care we expect from our team members. Rest assured, we will address this issue internally to prevent any further instances.

  We are showing there was an AC work order J004721521 back in August/September, however, it was canceled citing that the resident advised issue had been fixed.

  The Portfolio Operations Director has spoken with you on 10/13/23 and stated the following:
  I spoke with *************** and she expressed her concerns regarding the **** system and the poor quality of customer service she received. I expressed my concerns and advised her that I would be available should she have any concerns in the future. She informed me that she has had no further issues with her **** unit, I offered her a $200.00 credit for the inconvenience.

  We would be happy to send a copy of the ledger showing the $200 credit for reference. Thank you for taking the time to share your experience with us.
  
  Sincerely,
  
  ***********************
  Progress Residential

• Initial Complaint

  Date:10/10/2023

  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.

  Before we moved in, there was an issue with the water meter that we were completely unaware of. The water company or public utility company for Before we moved in, there was an issue with the water meter that we were completely unaware of. The water company or public utility company, for the city had come out and informed us of this, and said that there was X amount of days to get this repaired. We pass on the information to our property manager and the repairs are never done and the inspection was never done so our water has been shut off. Now we have no water. Cant get a hold of anybody to get it fixed and are being given the runaround.

  

  Business Response

  Date: 10/12/2023

  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, I reviewed the work order J004802342 regarding the water meter, and this has been noted the work has been completed as of 10/11.If you happen to run into any other concerns with your water working, please let us know immediately by submitting a work order online or call our ************* Team to further assist you.
  

  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

• Initial Complaint

  Date:10/09/2023

  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 applied for a rental on 10/4/2023. The application fee was $50 and the holding fee was $250 and they charged me a total of $335. They declined my application and told me the only way I can be approved is to get a co-signer and that is it. I attempted to call them several times to see how I could get around the co-signer. They kept hanging up on me and would not return my calls. The $250 is suppose to be refundable. They are now telling me that I am not getting my money back because being told I need a co signer means I am tentatively approved. They denied my application. I am 8 months pregnant. There is an FB page with millions of complaints about this company scamming people. They did not give me a refund but the money was uploaded to a website. My bank Acct is proof. This company went into my bank account and told me I do not make enough money. They would not let me upload or even look at the paystubs I have from my other job to include the income.

  

  Business Response

  Date: 10/12/2023

  Hello Tea,
  

  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 researched your account and can ensure you that youll be receiving your refund for the holding fee you paid. Please note that refunds can take up to 30 days from the day you paid application fees, if you dont receive your refund within the 30 days, please contact us so we can issue a new check.I reached out to the manager in our ********************** as well to review the calls that the agents hung up on.
  

  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 

• Initial Complaint

  Date:10/09/2023

  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.

  Business has been charging us for fees that do not apply and will not credit our account. Claims our move out date was earlier than what we actually put and locked ** out and charged cleaning fees even though I have an email trail confirming. Additional fees added for rent that are due that are not applicable to our situation. Ex: month to month fee when we are moved out, 22 day pro rated rent for the remaining part of the month when we do not live there. Every time you contact them they just add another case and a day later close it without any explanation.

  

  Business Response

  Date: 10/12/2023

  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. Our *************** Coordinators have reviewed your case and have agreed to reverse all charges disputed, they sent you an email on 10/12 with a Docu-Sign attached for each leaseholder to sign, once completed the adjustments will be made. Below is each item being refunded:
  

  Lease Termination Fee for 7 Days - $408.70
  Insufficient Cleaning Reversal - $450.00
  Interior Cleaning - $160.00
  Late Fee Reversal - $334.89
  

  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 

• Initial Complaint

  Date:10/09/2023

  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.

  To whom this may concern: I ***************************** is informing Progress Residential that its almost 30 days now from the date the refund was taking from my account September ******* I still havent received my refund .., By the 19 of October 2023 it will be 30 days to receive my refund they state it takes up to 30 days to receive my refund which when I spoke with an employee I have call recorded for legal purposes that it take 7 days they just give up to 30 days to have the refund. By the 23 of October 2023 if I dont receive my refund I will be suing I tried to email them the email is not found so its invalid and this should be illegal hopefully bbb can resolve this issue before I take matter to the supreme court

  

  Business Response

  Date: 10/10/2023

  Diamond,
  
  Thank you for taking the time to share your experience with us. We apologize for any inconvenience you may have experienced during the application process.

  We are showing that the application was denied on 9/19/23 due to not meeting the score requirements. Refund check #**** was mailed on 10/3/23 in the amount of $250 to the address listed on the application. Please see below on the Progress website related to score:

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

  All applicants undergo a background screening to assess credit worthiness. We partner with SafeRent Rental Property Solutions to derive a rental score for each applicant based on information found in your consumer credit report, application and rental history. This report may include payment history, bankruptcies, account details, collections,outstanding debt and credit inquiries. While credit scores are important, they are just one part of your application, so low scores and blemishes are not necessarily disqualifiers.
  
  If you still need assistance please give us a call at 833.PRG.RESS
  
  Sincerely,
  
  ***********************
  Progress Residential