Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10-30-2024, Company refuse to refund deposit for rental at ** ********* ****** *** ** *** Brianna R******** of progreesive poroties was given notice that the home was unsafe , rear portion of the house has several trees falling and the rear kitchen and bedroom and in jepordy. With the assistance of **** was able with proper notice to move out and into a hotel. Once I referred the request for the deposit return to my lawyer ****** ****** This compnay now states 11/1/2024 that a new mgmt company is handling the lease and repiars. I made it very clear I no longer live there and its unsafe, including a burned 110 circuit in the Kitchen that could catch fire. The trees are falling the roots are exposed. They continue to call this "cosmetic". 3 inspectors deemed the house unsafe. I am not responsible for repairs, or any future payments which it appears through a new company they seek.

  Business response

  11/11/2024

  As stated by our former resident, we no longer manage the property and the security deposit was given to the new property management company. While there was a tree leaning near the property, the home did not sustain any damage from the leaning tree or any of the surrounding trees. As of the management transfer date, the electrical maintenance request was in progress. Our former tenant moved out of the home and broke his active lease and should be responsible for any turnover work above normal wear and tear and should be responsible for the remainder of the lease per South Carolina law, however, we no longer manage the home, nor do we have the security deposit.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Progressive Properties of Greenville regarding their handling of my recent rental application. On April 9, 2024, my girlfriend and I, ***** ******** submitted an online application to Progressive Properties of Greenville. However, on April 10, 2024, we received notice of denial citing "Prior Criminal Convictions." We were provided with an Adverse Action Report by Morgan R*****, which was supposed to detail the basis of our denial and allow us to dispute any inaccuracies. However, upon careful examination, we discovered that the information contained within the report was misleading. None of the agencies listed in the report had any record of conducting a criminal background check on us. After numerous attempts to clarify the source of this misinformation with Progressive Properties of Greenville, we were met with vague responses and lack of assistance. Through independent research, I uncovered that the criminal background check in question actually pertained to a different individual, Jacob C****** *******, born on August 9, 2004. My name is Jacob A***** ******** born on July 16, 2004. It is evident that Progressive Properties of Greenville failed to adequately verify the accuracy of the information provided by their third-party vendor. Furthermore, Ms. R***** admitted in an email correspondence that she simply relied on the year of birth without verifying other identifying information. This negligent oversight resulted in the issuance of an invalid Adverse Action Report, which deprived us of the opportunity to dispute the erroneous information effectively. After investing significant time and effort into resolving this issue, including contacting various agencies and incurring expenses for additional background checks, we were ultimately provided with a screenshot of a report from a company not even listed on the Adverse Action Report. This further demonstrates the misleading and negligent practices of Progressive Properties of Greenville. As a result of their failure to accurately vet the provided information and their unjust denial of our application. I trust that the Better Business Bureau will investigate this matter thoroughly and take appropriate action to ensure that Progressive Properties of Greenville upholds the highest standards of integrity and accountability in their business practices.

  Business response

  04/24/2024

  I am writing this response with regard to complaint ID: ******** from ***** ******* received on 4/22/2024. As *** ******* states, he and his girlfriend submitted an application on 4/9/2024. After running *** ******* background, we received notification of an assault charge which would not pass our approval process. We issued an adverse action report stating why *** ******* was denied. The form used is dated, but allows us to pick specific details as to why the application was denied. The generated report states other reasons for disqualification, but can be inaccurate in that one of the reasons for denial was based on income, however, we look at the combined income of both *** ******* and his girlfriend. We did not want to provide confusing information on the denial, so we sent our written copy thinking the information showing that the background was pulled from ******* (which is still the case) was correct. What we did not realize is that the criminal background vendor had changed from ******* **** ********* to . 

  
  

  When *** ******* stated that he did not have a criminal background, the only information we had to go off of was the background data pulled and *** ******* word. We had no birth month and day, only a birth year to compare to *** ******* application information and driver's license. Both years matched 2004. We told *** ******* that he could reach out to the criminal background vendor (******* **** ********* **** and dispute the charge. *** ******* reached out to them, but being the outdated vendor, they were not able to help. When this error was brought to our attention, we sent the updated information for the vendor to *** ******* (). We also mentioned that if *** ******* was able to verify that this criminal charge was a mistake, we would gladly reopen his application for review, but could not reimburse the applications fees. We never received any response back from *** ******* directly after that and only received notice of a negative BBB review and a BBB complaint.

  
  

  We try to hold ourselves to the highest standard and responded promptly to *** ******* questions and concerns. We see in the attachments in this complaint that *** ******* did in fact get documentation that this criminal charge did not belong to him and was an issue with the criminal background vendor, however, we never received that information from *** *******. Given the circumstances, we would be happy to move forward with the application process if they are still interested. If there are any more questions or concerns, we are more than willing to cooperate with the BBB and *** *******.

  
  

  Best,

  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company took out security deposit money for maintenance issue damage that we had already filed a request (hvac) for which was normal seller responsibility maintenance. They also charged us for normal turnover maintenance wear and tear.

  Business response

  07/05/2023

  Good afternoon Cindy,

  
  

  This is a response to a complaint we received under ID: ******** regarding a property we manage at *** ********* *** ************* ** *****. I can send a follow-up attachment of the security deposit refund information I sent to our former resident for clarification, if necessary, but will explain our process below. The claim that we withheld any security deposit for the HVAC maintenance request is false. In total, the majority of the home needed to be repainted and the ceiling leak from the HVAC needed to be repaired which culminated in 26.5 hours of labor. On the same invoice, it was noted that the resident was only responsible for 10 hours of labor. The move-in report we conducted compared to the move-out report showed that in the less than six months our residents occupied the home, they were responsible for painting the living room/kitchen (6 hours), the primary bedroom (2 hours), the loft area (not including the stairs (1 hour)), and the primary bathroom (1 hour). Again, while certain parts of the home needed to be repainted, our residents were not charged for anything they did not significantly worsen in their short stay.

  
  

  These labor times were confirmed by our maintenance manager and constitute 38% of the total labor for work completed in the home. That same 38% was applied to the material cost of paint and paint supplies. These areas were splashed with liquids that left drip marks all over and scuffs from furniture and just general grime. I am not sure what our residents' definition of "normal wear" is, but this is not normal for less than six months of occupancy and I would feel confident of our assessment in front of a higher authority. I was meticulous in the calculation of what would be reasonable to withhold and we stand by our decision. Please let me know if any further response is needed. 

  
  

  Best,

   

  Weston D******

  Director of Property Management,

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Regards,
  
  ***** *******

   

  I have gone back to review our security deposit refund information and the landlord is correct when he says our security deposit was not deducted for the HVAC leak. That was my mistake. However, I do strongly feel that taking nearly1000 dollars from our security deposit out for what we consider "reasonable wear and tear" rental turnover maintenance was unwarranted. I have been in 6 different rental homes over the last 9 years from moving around for work and not one of the management companies/landlords have not fully refunded my security deposit. And these previous rentals there was much more wear and tear than this property. In fact, we never even hung up a single picture is this rental because we knew were were going to be there temporarily. Security deposits should only be deducted for more significant damages, not wear and tear turnover maintenance. And the landlord response to this not being reasonable wear and tear for 6 months is invalid because while we were there only 6 months, we paid a lease termination fee equal to 2 months rent to end our lease which should invalidate this. I have a video of the entire rental that I can provide you to prove that it was in good shape the day we moved out. I feel that this landlord is being very strict on us in particular because we did have more maintenance requests during our stay due to all the problems with the home and I think this annoyed him, so now he is trying to pay us back. I think this is unethical practice. 

  Business response

  07/14/2023

  Unfortunately, it appears we are not going to agree on what constitutes normal wear when a resident moves out, but as I stated in my previous response, I would be more than comfortable arguing our case in front of a judge having a comparison of the before and after pictures. The simple fact is that we had to repaint a large portion of the home after only six months of occupancy because of excessive spills and marks on the wall and it would be unethical to have the owner pay for tenant caused damage to the paint. I have had residents stay in homes for years and leave paint in better condition than how this home was left. In addition, the claim that maintenance requests "annoyed' me and withholding a portion of the security deposit was my retaliation is baseless and petty. I am confident that the charges against our former residents are justified and reasonable and we will not be changing our decision. 

  Customer response

  07/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ***** *******

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ***** *******
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards,
  
  ***** *******
  
  I reject to accept the decision to use 950 dollars of our security deposit to repaint your rental.
  I feel that this management company dishonestly unethically and unlawfully used our security deposit to "fix" up their rental for routine turnover maintenance. With as much money as we paid them in rent, lease termination fee, and with all the problems we had with the rental, it is plain wrong to further deduct our security deposit for such maintenance. 
  
  There is a difference between normal wear and tear and actual property damage. 
  ************** points out these are common Examples of Normal Wear and Tear: 
  A few small nail holes, chips, smudges, dents, scrapes, or cracks in the walls
  Faded paint or slightly torn, faded wallpaper
  Carpet faded or worn thin from walking
  Scuffed wood floors from regular use
  Doors sticking from humidity
  Warped cabinet doors
  Mold due to lack of proper ventilation
  Loose grouting in bathroom tiles
  Worn or scratched enamel in bathtubs, sinks, or toilets
  Any worn appliances due to use over time
  
  and these are Examples of Property Damage
  Gaping holes on the wall or dozens of nail holes
  Unapproved paint colors, wallpaper, or unprofessional paint jobs
  Holes, stains, or burns in the carpet (e.g., from food, urine, or colored liquids)
  Chipped or gouged wood floors
  Water stains on wood floors or windowsills
  Broken doors or windows due to abuse
  Mold, mildew, and grime left behind in bathroom or kitchen
  Missing or cracked bathroom tiles
  Damaged or cracked mirrors
  Any damaged appliances due to abuse or neglect
  Landlord's Guide to Normal Wear and Tear in Rentals | Rental Property Management Software by **************
  
  There are several other definitions online that state similar difference between wear and tear and true property damage. 
  I am attaching a full video tour of the home on the day of our move out. These will clearly show no damage to walls and no significant color changes or damage to the paint, to warrant security deposit deduction. I am comfortable with my reasoning and feel very comfortable and confident that using our deposit for this maintenance was wrong. 
  
  Please view the videos and closely look at the walls and tell me whether you think there is property damage. If they do not attach, I can send in a different file type and also have additional pictures. I would love to see what most landlords would say about this. My former landlord's claims that the paint had lots of spills and what not are way overstated. 

  
  
  Thanks, 
  *****

  Business response

  07/19/2023

  I fully understand that our former resident believes we were wrong in our withholding of a portion of their security deposit, but we stand by our decision. We also have a move-in inspection and compared that to the move-out inspection. Your example from explained that normal wear included light smears to paint, but our move-out report shows significantly more than some light smears. We can keep going back and forth on these responses, but our decision is not going to change and we stand by the amount withheld. We have followed all rules, laws, and lease terms and have acted in accordance to the SC Landlord Tenant Act. 

  Customer response

  07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ***** *******

  I can see that. I just want other customers to know to not plan on getting their full security deposit back for overpriced painting labor attributed to nominal scuffs. Have a look at the videos and tell me if you think this was warranted. You will see walls and paint in great shape besides some routine touch ups. 

  Again, we have never lost security deposits in any of our previous 6-7 rental homes and the paint was definitely in worse shape than what we left your rental. I hope you are ok with being the rental company that charges for what other companies and landlords do not. Way to make yourself and company exceptional. That is a great way to get referrals and community respect.  

*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. ↩