ComplaintsforProgress Residential Property Manager LLC

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom It May Concern, I am filing a formal complaint against Progress Residential Property Manager, LLC regarding the failure to return my security deposit for the rental property at ***** ********** *** ******* ** ****** My tenancy began on 23 July 2023 and ended on 22 July 2024, with my move-out on 22 July 2024. As of today, despite my numerous requests, I have not received my security deposit of 4000 USD. Additionally, I have not received any explanation or breakdown of charges, as required by Florida law, which mandates the return of deposits within 15-30 days after the tenant vacates the property. I request that Progress Residential promptly return my deposit in full or provide a detailed explanation for any deductions. If this issue is not resolved swiftly, I will be forced to pursue further action. Thank you for your assistance in resolving this matter.

  

  Business response

  10/18/2024

  Hello,
  Thank you for bringing this Security Deposit inquiry to our attention. We initially mailed the deposit on August 19th, 2024. After learning it had not been retrieved, we placed a stop payment on the original check and reissued a new one on October 11th.
  As requested, attached is the certified mail documentation confirming the check was sent to the forwarding address: **** * ******* **** ****** ** ******
  Please let us know if you need any further information.
  Thank you,
  ****, Advocacy Team. Progress

  Customer response

  10/18/2024

  
  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

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent from progress residential and I have had a constant out pour leaking from my kitchen sink that goes through my wall for over a month they are refusing to fix in a timely manner. This issue of costing me to spend out more more to get out with food because if I use the sink at all it will be a flood in my living room with the amount of water that will leak through the walls. Underneath of kitcken sink is so moist that is starting to mole. I really need help resolving this issue

  

  Business response

  10/04/2024

  Hello,
  Thank you for bringing the kitchen sink service issue to our attention. According to our records, the initial report of the sink leak was made on September 26th, and we promptly created service request ********** to address it. A technician was scheduled to visit on October 2nd to assess and repair the issue, but unfortunately, no one was available to provide access, resulting in the cancellation of that service request.
  On October 3rd, after you informed us that the issue remained unresolved, we created a new service request, **********. This request has been assigned to Omega Construction, who will handle the repairs. You can contact them directly at (901) 826-4060 to schedule a convenient appointment.
  Thank you for brining this issue to our attention, we are committed to resolving it as soon as possible.
  Thank you, 
  Cale, Advocacy Team. Progress 

  Customer response

  10/06/2024

  The sink issue begin before September the 26th. I went to the Memphis office on September 24th spoke with **** ***** because I had already been waiting almost 3 weeks for Progress to repair my sink and the water leakage. I would from home everyday and nobody came to my home that day nor did the technician attempt to call me about entering my property. I have attempted to call the contractor that Progress assigned to my home with no response this the same thing that happened the initial time I filed the complaint about my sink and water leakage. It’s their responsibility to make sure my house is safe and working conditions along with making sure the contractors do the job. I shouldn’t have to call Progress and the contractors everyday 

  

  Business response

  10/08/2024

  Hello,
  We would like to inform you that Omega Construction responded to service request ********** on October 8th. They successfully repaired the sink leak, and as of the most recent inspection, there are no further leaks.
  Please find the attached photo documenting the repair.
  If there are any additional concerns, feel free to reach out.
  Thank you,
  Cale, Advocacy Team. Progress

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July 2023, Progress residential Borrower 14, LLC, employees robbed my 3bed 2bath 2car garage home. My family leases the house in 2018 from Progress residential ****************. Notice was given of any transfer or sale by ****************. They were receiving lease payments after the transfer and did not credit to ******** 14, LLC.Also there was an open case against ******** 10, LLC, for faliure to maintain and secure premise for safety in 2021. The failure to Notify and credit lease payments to ***************, created a problem they decided to take matters into their hands without court due process. Within this time July 18 thru 20, 2023 Borrower 14 LLC, Robbed my house of everything including credit/debit cards used to by kitchen appliances and electronics from Lowes.I reported the robbery to sheriff and attempted to report the financial crime to be added to the file with resistant by online deputy...hmmm?To date an adjuster *************************** has been in contact but have not paid to replace anything at current market rates/price. Their adjuster has multliple inventory list with receipts and photos of property and photos of the employees involved.videos.

  

  Business response

  09/27/2024

  Hello,
  
  
  I have reviewed your account during the time this had taken place, I confirmed that we legally took possession of the home due to an eviction that took part. When we took possession of the home, we had left everything out at the front for 24 hours before having it thrown away.
  
  
  Thank you,
  ******, Advocacy Team. Progress

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  06/27/2024

  Hello, 

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

  Thanks so much, 

  ******, Advocacy Team. Progress

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my final bill from Progress Residential for the rental property at **** **** **** ***** ** ******* *** ****** Upon checking the bill, I am being charged for two HOA violations $400 posted on April 16, 2024, and $70 posted on April 26, 2024. I moved into the home on June 2, 2023, The company is charging me for two violations that existed long before I moved into the home. The first violation was 1/12/2022 and the second violation was 4/25/2023. (See proof attached). Records from the **** **** **** ****** ************ Inc. show that these violations are not new and the company never paid them. I contacted Progress Residential to inquire about the bill and they told me that they would appeal and investigate this matter. I then let billing know about the issue. Billing told me that I could pay my last month's rent less HOA fees since it is being appealed and they waived the late fee of $125. The company closed the payment portal so there was no way to make an online payment. Billing told me to send the money via money order or a cashier's check which I did the next morning. Today I am getting a bill where Progress Residential is saying that I still owe $70 in HOA violation fee and changed the $400 HOA violation fee to $275. They also went back and added the $125 late fee that they had already waived. I should not have to pay any amount for HOA violations since these are not my violations. I have already paid my last month's rent including all utility fees. I need Progress Residential to remove these HOA violations and late fees, so my account can be $0.00. I do hope Progress Residential will do the right thing. My final rent without these fees is $2825.44, which I have already paid.

  

  Business response

  05/17/2024

  Hello ******,
  
  
  Progress Residential is committed to providing our customers with the best possible experience. We take all resident concerns seriously and appreciate you bringing this matter to our attention. We would like to work directly with you to resolve the issue and ensure your satisfaction. 
  
  
  Attached to my response is a copy of your ledger. As per your ledger all HOA violations and the late fee have been reversed and credited to your account. You currently sit at a $0 balance.
  
  
  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. Progress

  Customer response

  05/17/2024

  
  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.

  The business has already refunded and my account balance is $0. 
  No further action is needed. Thank you 
  
  Regards,
  
  ****** *****
  
   

  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/23/2024

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

• Initial Complaint

  12/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/20/2023

  *******,

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

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

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

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

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  10/30/2023

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

  Customer response

  10/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

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

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

  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  10/27/2023

  Hello!

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

  Thank you, 

  ******, Advocacy Team

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  10/26/2023

  Hello *********, 
  

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

*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. ↩