ComplaintsforProgressive Property Group

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I lived at this property for about 3 years now and I've asked on multiple occasions for them to fix the back door and put a lock on it as well as put locked on our windows. Our master bedroom window has never had a lock on it up until this month when they finally sent somebody out but they are trying to charge me for the back door because the back door glass had shattered. Nobody knows how we nobody was even around it. And when they finally sent somebody out, the maintenance person told me that because he could not fix the back door. The house is settling and he was going to put in for the back door to get replaced at no charge to me. Lo and behold, they charged me for the installation of the back door even though it is legally their responsibility to fix. Then the carpet they're the carpet started to pull up at the seams. I had a professional carpet person come out and look at it. They said it was because of how the carpet was laid in the hallway and I haven't estimate stating that. Then I had another person come out and give me the same estimate contact. The company company agreed to pay for it as long as I paid for the backyard to get aerated and the grass to get seated which I did. So I followed through with my end of the deal but they fall back on theirs and said that their person said it was because of my dogs. That's the steam started coming up and then another incident where they're trying to charge me for a screen on a window that I said I would replace but they sent somebody out. And they're trying to charge me for lawn work for $50 an hour but it is their responsibility to do and I have done it for the last 3 years and asked for credits. And they failed to put that in the lease. But yet I have multiple emails from their company stating that it is their responsibility .There is alot more but needless to say the company is unprofessional and goes against their own code of ethics and responsibility to the tenant

  Business response

  12/07/2023

  I show the maintenance items for this property have been taken care of. Regarding the window, the maintenance manager explained that window could have shattered from the house shifting. However, while onsite, one of the tenants children explained that they threw a watermelon through the window. Which made sense given the damage caused to the window and lack of settling issues found around the window. This was then deemed a tenant caused damage item. 

  Customer response

  12/07/2023

   
  Complaint: 20931778
  
  I am rejecting this response because 2 of my children were not even home that day and the only child that was home is my 3 year old who can barely talk. I was next to your maintenance person the entire time and never was anything said about a watermelon. I do not appreciate you or your company making up lies and I would love to see any proof you have. Showing this conversation. 

  Because there is none because my kids where not home no watermelon was thrown you maintenance man said the whole door need to be replaced due to the shifting of the house and the door would not love and locking doors falls under the warranty of hability witch is the landlords responsibility to provide a safe and Habitable living environment.  

  I have plenty of proof showing everything you all have wrongfully done and how you all conduct businesses and to be honest it's sad. And I will not stand for the disregard you all have for your tenants and I know after reading all your reviews I'm not the only one that feels this way 

  I am requesting compensation for the yard work I have done for the last 3 years and the gutter cleaning I have done when it was your responsibility to do maintenance the yard again I have plenty of proof showing this verbal agreement and your company has failed to do and for you to remove the charges for the door witch again was your responsibility to fix. Also the mold is still under the house! 

  Sincerely,
  
  ***********************************

  Business response

  12/13/2023

  Hello, 
  You're correct in that there is quite a bit of unknown with who said what. One of the issues with in-person discussions. Lets approach this on a more factual basis. After the Maintenance Manager inspected the window, he believed that the window shattered due to some sort of impact. We really cant say exactly what however, settling would not have caused the glass to shatter in the manner that it was. Each charge assessed to a property is either a Tenant or a Property Owner charge. When we are unable to 100% prove a tenant-caused item vs a Property Owner expense, we revert back to the lease agreement. Clause 21. GLASS. I have copied the clause for your review below. If the maintenance item in question is not properly noted in a lease agreement, and we are unable to say with 100% confidence who is responsible for the expense (Tenant or Property Owner), the expense falls on the Property Owner. However, Glass is noted in the lease agreement. Copied for you below:

  
  21.  GLASS.  Broken or cracked glass and damaged screens caused by any reason except an Act of God shall be repaired at the sole cost and expense of Resident.  Resident further agrees to be responsible for and agrees to pay for any damage done by rain, wind or hail caused by leaving any windows open.
  
  Regarding the comment about the landscaping reimbursement, I show that your lease states you are responsible for landscaping, other than items that require a licensed vendor. I believe you were discussing this with your Account Manager who is or has reached out to the Property Owner. Please contact your Account Manager regarding this matter as they will have more Information for you.
  
  Thank you.

  Customer response

  12/15/2023

   
  Complaint: 20931778
  
  I am rejecting this response because:

  From the day I called and reported the back door to your company it took a month for you to even send a maintenance person out to even look at the backdoor,

  how did your maintenance man came out and saw the condition of the glass door and came to that determination. When 2 weeks prior to your maintenance man coming out I had already took it upon myself To remove all the shattered glass  because my son's whole hand went through the broken glass( that mind you he cried his poor little eyes out as I had to hold him down and  we pulled glass shards from his hand with tweezers for over and hour )it took a month for your company to come out.

   So I want to know HOW YOU ARE GOING TO PROVE ON A FACTUAL BASIS that your maintenance person can even make true and honest determination when he didn't even see the back door before i had removed the shaded glass? 

  at you had for my son's safety .in witch it is your responsibility as a land lord to provide a safe and Habitable home for your tenantsAlso your maintenance person told me that because the door would not lock because the house is settling. That The whole backdoor needed to be replaced at no cost to me due to the house settling that he would put in a maintenance request.So you have no factual basis to stand on at all because under the warranty of hability the door wouldn't lock, and again that is  considered your responsibility regardless of the glassAnd as far as the yard per a verbal agreement I have attached the email. It is actually your responsibility to do the yard, your company that states that the maintenance is your responsibility so per a verbal agreement.b n am requesting to be reimbursed for the maintenance yard work that I have done for your company, the gutter cleaning and for you to remove the back door off of my billing statement.

  Sincerely,
  
  ***********************************

  Business response

  12/21/2023

  Hi there, 

  I don't believe we will reach a resolution as you're ultimately requesting a refund and "rejecting" the written lease agreement that outlines glass as a tenant charge. In addition, we were just notified by the swat team and neighbors with video that the swat team arrived and has removed someone from your residence. This will be our last response as we now need to switch gears to the general safety of the property and neighbors. Please see our outline of the issues below:

  As we've discussed in several email exchanges, glass is a tenant charge and was outlined in your lease. The glass breaking was not an "act of god", this was concluded once our Maintenance Manager and the licensed vendor, Lightening Glass, reviewed the way the glass was shattered in which again, was blunt force. Again, making the story for the child with the watermelon somewhat believable in the right direction. 

  The entire patio door needed to be replaced in order to correct the lock issue. This of course was not a tenant expense or tenant caused item. A work order was created on 8/2 for an estimate to replace the door as well as to replace the tempered glass. Note, less than 1% of tempered glass randomly shatters. During our emails back and forth prior to your BBB complaint, this was explained to you along with photos and vendor comments. See attached work order detailing the completion and invoice from vendor. 

  You were not charged for the door. The total for install for the new vinyl patio doors, labor, and window locks came to a total of $2,011.08. The tempered glass came to a total of $778.01. This work order was completed on 10/30. We cannot control the vendors schedule as they do not work for our company, its on a first come first serve basis. Due to the nature/size/age of the patio door, this item had to be special ordered which did take additional time. Please see attached invoices and estimates outlining the details above. 

  Thank you.

  Customer response

  12/22/2023

   
  Complaint: 20931778
  
  I am rejecting this response because: I am tired you all trying to retaliate against me and not seeing where your company is in he wrong and frankly it is wrong the was you treat our tenants. 

   

  I'll see you in court. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had multiple instances when maintenance has failed to show up, complete or fix a problem. We are now approaching winter and my house is cold due to neglect From the maintenance department as well as other repairs that I pay a fixed fee for every month!!! I have made constant requests to get things completed to no avail.

  Business response

  11/10/2023

  Our tech has the workorder that he has been working on, I do show that the work order is in its final stages. The tech states he needs to replace a threshold at the front door and install some fridge parts that he ordered from ******* Part Store. The tech has confirmed the fridge parts have come in, unfortunately he has been trying to get a hold of the tenant for the past couple of days and has not received a phone call back our office will now be assisting in getting this scheduled with the tenant. Please let me know if we are to attach all screenshots of phone logs between the tech and tenant. 

  Thank you. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PROGRESSIVE PROPERTY GROUP ********** **************************************** 3/31/22, MONEY $1169.23 WHAT HAPPENED: From day 1,we have had problems with PPG.The most notable thing they did was taking our security deposit for stuff that was beyond our control. In the lease it said when moving out you need to hire a professional cleaning group. We did, but they were unsatisfied with the clean. They took$400 from our deposit after already paying$575 to get to professionally cleaned.We'Ve attached the list of cleaning they wanted reconciled- according to the statement took them 8 hours to complete (in the already professionally cleaned house).They then charged us$125 to fix a garbage disposal- 2.5 hours for a "missed appt". I have the texts to prove that I answered within a timely manner that we were not home, and when he did come back he was there for no longer than 10 min. So 2.5 hours is an exaggeration.We got charged for a new set of blinds but not sure the ones that were replaced. They charged us 7 hours$350 to repair all that was broken& $294.23 for the materials-from our understanding all that needed repairs was new light bulbs, loose toilet seat&one set of blinds which had sun damagenot sure how we could have controlled that). We are extremely disappointed that as good tenants this is how we were treated in the end, ESP since we came into a house that was not up to these standards by any means.We came into the house with many issues, including dust and dirt very noticeably on the windows and blinds. There's nothing in the lease that said the garage needed to be swept.We loved the house and location but the property group made it very difficult to enjoy our time there on multiple occasions.They were always rude/unprofessional when trying to come to conclusions.We went 2 wks without air conditioning in 95deg&told us to **** it up w/o a timeframe of it being fixed.They will do anything take your money&put min effort to resolve all issues. We reached out to them, no word

  Business response

  07/14/2022

  The cleaning vendor of your choice was Alaura. The vendor did not complete cleaning the entire unit. This matter was brought to your attention on 4/1/22, 4/4/22, 4/11/22 and 4/19/22 so you can contact the vendor and have them rectify the issue. PPG offered to reach out to your cleaner plus extended the timeframe window to rectify the issues until 4/25/22 however, you were unable to meet the deadline.  Therefore, PPG hired a cleaning company. Cleaning is not done by our firm; it is hired out. 
  
  We did not assess any charges for carpet cleaning, as the carpet cleaning receipt you provided at your move out were sufficient and complied with the lease agreement terms. 
  
  On 3/7/22 you submitted a maintenance request stating the garbage disposal was broken. A tech scheduled an appointment with you however, when they arrived no one was home. The tech scheduled for later that evening to complete the work. Upon completion, the disposal needed to be reset & cleaned due to the amount of food clogged. food particles. Labor was $125 with the trip charge for the missed appointment and to conduct the work. Note, PPG hires out for this service. 
  
  You were charged labor of $350 and materials $294.23 to complete the following: replacing all burnt out bulbs throughout the unit, remove trash left by trash totes outside garage door as the **************** did not pick up the trash you left behind. Replacing living room blinds ONLY as the blinds had a large stain/spill, re-securing loose screws on vanity door in common bathroom on 3rd floor across laundry room and touch up paint throughout the unit. These items were tenant caused and that is why the charges were assessed against your security deposit. 
  
  The a/c was working during your tenancy, as the unit was also replaced in 2021 when it failed. The issue with the upgrading the duct work to improve air flow on the 3rd floor was worked on within a timely manner by HVAC in 2021 when they installed the new AC. 

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