Elite Healthcare Medical Group, PLLC

I see the whole response was focused
on the A/C which was one of the problems. It's the fact that we are promised things on the first day we moved in that were not honored. Then it took almost days to get our A/C fixed while the temperatures in the house were above 80. I know this happened because there was a break down in communication which is not my fault. This is very unacceptable. I would like some type of pro-rated rent because my wife and I signed a yr lease so I will be paying $30,in rent and after being in the house for only two months if this is what I have to look forward to it's going to be a long years. Just too recap why I wrote this complaint in the first place:Tried several times to view the property and always got excuses from the realtor who was suppose to show itMove in date and time scheduled for a.mrealtor did not show up until 11:a.mRent was short because poor software management. It's not my fault the software was not updated when I set up my auto payCould not get in contact with a supervisor or broker and had to wait to be connected for almost 40minand numerous times sent to different customer service repsTook days to get my air condition fixed. So the simple statement about the A/C tech is not going to cut it.

Hi, Ms ***It's my understanding that you have been working with our Assistant Portfolio Operations Director, Angela on this matterPer the attached email communication and documents, Angela has sent over your full ledger with an explanation of the charges and options for paymentIt is our
understanding that you had a meeting slated with Angela for today at 12:p.mto go over this in person but you have chosen to cancel that meetingIf you would like to reschedule this meeting, please let us know.

Thank you for your feedbackUnfortunately, we cannot change the procedures outlined by *** as they are a third party companyHowever, once a payment is submitted a confirmation message and email are sentWe've also attached email communication from our team outlining the steps to login
into the portal and view previous bills.

Hello, Thank you for reaching outUnfortunately, we do not have details surrounding your move out charges as this has not taken place yetOnce you have vacated the home and a move-out inspection is performed, our team will be in touch regarding any monies to be taken (if any) from your deposit
That said, we would be happy to help resolve any disputes that you may have with these charges.?

Thank you for your feedbackWe have attached an email chain to confirm that our maintenance team went out to service these issues in SeptemberWe are seeing that a credit was promised but never fulfilledWe do apologize and are working to process this now.?

You can say that you are sending a check overnight, however, the funds should have been returned directly to my account? Additionally, the overall service level was not addressed at all? I have made numerous phone calls, emailed the local office, emailed the national office and never got a response until I file a formal complaint? I will not remove my complaint as I think others should know how we were treated and the time and effort I have had to spend in order to get my money back? The ACH was done on the 23rd, so you are now at your days and I still do not have the money? Nor do I have my time back that I have had to spend addressing this issue which should have been handled on my first call? I would have been more than happy to provide you with any documents showing that the amount had cleared the account? The only option I was given today was to drive minutes to the local office since they wouldn't answer the phone! ? Would you like to reimburse me my hourly wage and gas for having to do that because no one would respond to me? ? The whole situation is ridiculous and judging by your reviews online I am not the only one with issues surrounding your "red carpet service".?

Thank you for reaching outWe have attached photographic evidence of the walls which required painting to due holes/scratchesAdditionally, Mr*** provided Notice on Septand moved out on Oct31, which does not meet our requirement for a day notice to vacatePer these items, the
charges will stand.?

Hello, Thank you for your patience while we addressed this matterIt is our understanding that the pool pump and breaker have been repairedWe are in the process of repairing the pool light as well and have schedule time for tomorrowOur technician has found that the pool is safe to swim in at this time.?

We apologize that Ms*** feels this wayThe Progress Residential team has spoken with her on three separate occasions during the month of September to resolve the issue she experienced with the Rent Café systemWe have also verified that she will not be late charged a late feeAt this point, we consider this matter to be closed

Again, we're sorry to hear that you feel this wayAs mentioned, a credit was requested for $for your microwave not working properly as well as a credit for the issues you experienced with your trash serviceThese will be posted to your ledger shortly.?

Hi, ***Thank you for your feedbackIt is our understanding that on 8/the trash company made a special pickup to your homeOn 8/the company delivered? a new bin to your homeAdditionally, you will receive? a $credit for the? inconvenience? of your microwave not working
as well as well as a credit for the trash bill and serviceIt has been sent to our Accounting team and will be posted shortly to your ledger.?

We do apologize for the confusionIn his email, Lance states that the Resident Relations Specialist would "discuss any concessions." This is not a promise of a concession, rather saying that the team would review to determine if a concession is necessaryGive that all repairs were made in a timely manner, a concession is not applicable at this timeAgain, we apologize for any misunderstanding.?

Hello, We do apologize for the inconvenience you experienced at the time of move inFortunately, all reported maintenance issues were resolved in a timely mannerAdditionally, our Service Director offered to install screens on the windows upon request as a courtesyNone of the maintenance issues
caused the home to become inhabitableAs such, a credit will not be issued at this timeThank you for your understanding.?

We apologize if *** *** feels there was a miscommunication with our teamAfter reviewing our records, we have found that *** *** requested to cancel her application after deciding to lease a home with another companyPer the terms of the Lease Agreement, both the holding fee and
application fee are non-refundable if an application is canceled by the prospective residentAdditionally, all utilities provided through Conservice are outlined in the documents signed by *** ***

Hello, Thank you for your feedbackAfter reviewing your move-out scope and moinspection, the $charge for the blinds will be reversedA DocuSign resolution document will be sent to your emailAll other charges will stand.?

Progress Residential’s policies and procedures are developed and maintained to ensure that all applicants and residents receive the same exceptional level of customer service and care, experience equal treatment and respect in all circumstances, and for the protection of their best interests and
those of Progress Residential According to our records, this is a complaint over a holding fee of $After further conversations and review with MsJ*** and Accounts Payable this complaint has been resolvedWe will investigate internally the breakdown of communication with the resident and holding fee, prior to this complaintWe ask that MsJ*** would please remove her complaint due to the findings of the investigation?

? Our assessment is as follows: ? Policies and Procedures: Progress Residential’s policies and procedures are developed and maintained to ensure that all residents receive the same exceptional level of customer service and care, experience equal treatment and respect in all circumstances,
and for the protection of their best interests and those of Progress Residential? Per Progress Residential policy and procedures, refunds for denied applications where the prospective resident made payment by check require business days before a refund can be submitted.? This is done to ensure the payment made by the prospective resident clears the bank before a refund is completed? Timeline of Events: ? Ms***’s application was denied on 3/2/2016.? As of 3/17/the check has been created and? sent out to Ms*** via? certified mail.? ? We regret that Ms***’s experience was not viewed as the red carpet experience that Progress is known for.? Based upon our investigation, the refund check has been issued within the business day time frame.? We would appreciate Ms*** removing her complaint due to the findings of this investigation and deposit being reimbursed Tell us why here

This is a duplicate request as this complaint was responded to under ID ***Please reference the below response from that complaint.?

The original air conditioning outage was reported in JulyIt took multiple aattempts and visits from the air conditioning company and their delay in getting the air conditioning fixed was because progress residential would not approve the order nor would they call us backWe had no air conditioning for a total of days from the original report until the evening of 8/25/The 8/fix was still from 8/requestProgress residential offered $consession but but they collected ? $in rent for those days ? ($rent%days=40.35/day)Their offer is barely a third of what we paid for comfort yet had to make accommodations to begin our move earlier and spend some very hot nights at a hotel due to the extreme conditions and I am months pregnant and could not stay in a home with over degree temperaturesTheir offer is pitiful and doesn't begin to cover our losses from accommodations, ? food, ? time, etcPlus they have made no efforts to follow up with us and confirm the issue is indeed correctedTerrible service from beginning to end and we never chose to rent from them, ? they took over from another company.?

At Progress Residential, we judge ourselves byour residents’ experiences.? Our missionis to provide the highest quality service to our residents throughprofessionalism, integrity, and responsiveness.? Our leasing team is experienced, knowledgeable, andperformance-oriented, devoted to
providing red-carpet customer care to helpmake living in a rental home an easy and enjoyable process.? ? We regret that Ms*** suffered theseissues and was not satisfied with her experience received when renting aProgress Residential homeWe conducted an internal review to determinewhy Ms*** experience was not consistent with Progress Residential’s highstandards.? During this review, weinterviewed our leasing team and thoroughly examined all communications withMs***.? Our assessment is as follows:Utilities.In our continued efforts to give our residentsa first-class experience renting a Progress Residential home, we recentlyimplemented a program partnering with Conservice to make utilities seamless andminimize costs to our residents.? Underthis program, certain utilities serving each Progress Residential home, such aswater, sewer, trash, gas and electricity, are transferred to the landlord’sname, so they are ready for our residents immediately upon movito aProgress Residential home.? Payments ofutilities under this program and are due with Rent by the first day of themonth? There is typically a 30- to60-day delay in the processing and delivery of utility bills to residentsthrough Conservice, which will explain Ms*** not having received one asof the date of her complaint.? However,Conservice sent its initial invoice on September 16, 2015, so as of the date ofthis response, Ms*** should have received her utility bill.? We will follow up with her to ensure she isaware of the invoice and the charges.Lawn, Carpet and Service Issues.There is no record in any of our systems ofMs***’ request for lawn mowing, carpet cleaning and assistance with herfireplace.? We have experienced technicalchanges and difficulty recently, which may account for the lack of record, butcertainly does not excuse the lack of service.? As of the date of this response, the property management team is awareof Ms***’ requests and will contact her immediately (if not already done)to remedy the situations and assist with the fireplace.? We regret that Ms***’ experience wasnot the red-carpet experience that Progress Residential is known for.? We appreciate the continued opportunity toserve Ms***, and to provide her Progress Residential customer serviceand care so she can enjoy living in her beautiful, well-maintained ProgressResidential home.? Progress Residentialhopes for a continued and positive relationship with Ms*** as weactively continue to assist her and resolve these issues? We would appreciate Ms*** removing thiscomplaint