Progress Residential Property Manager

This Company operates by harassment of tenants on a continuous basis and never attempts to resolve major issuesCompany also refuses to accept checks and places in a hold in order to attempt to extort mor money and threaten to evictAlso, Company posts properties for rent on Zillow for lease that aren't available to further harass and intimidate for more money by raising current monthly rentA Company to avoid at all costs

Hi, ***Thank you for your feedbackOur Accounting team has reached out regarding this matter, including outlining all charges, reimbursements and photosAttached is a summary of this findingsPlease let us know if you have any questions

At Progress Residential, we judge ourselves by our residents’ experiencesOur mission is to provide the highest quality service to our future and current residents, employees, and investors through professionalism, integrity, and responsiveness Our leasing team is experienced, knowledgeable, and performance-oriented, devoted to providing red-carpet customer care to help make finding, moving into, and living in a rental home an easy and enjoyable process We regret that Mr [redacted] was not satisfied with the experience his extended family members (the “Residents”) received when renting a Progress Residential homeThe Residents had a team of real estate professionals representing them on this lease (“Resident’s Broker”), and working through agents from Progress’ third-party listing agent (“Landlord’s Broker”)In addition, Mr [redacted] acted as a facilitator on behalf of the Residents as the Residents were out of the country at the time of the lease applicationThe Residents also acted through an agent appointed through a Special Power of Attorney (the “Agent”).We conducted an internal review to determine why Mr [redacted] and the Residents’ experience was not consistent with Progress Residential’s high standards During this review, we interviewed our leasing team and thoroughly examined all communications between the Progress Team and Mr [redacted] , the Residents, Resident’s Broker, Landlord’s Broker and the Agent.Our assessment is as follows: A Communication and Professionalism of Progress Residential (Complaints 1, 2, 3, 7, 8, 11)Upon the initiation of the lease application by Residents through Landlord’s Broker, and throughout the application process, Progress Residential leasing agents communicated timely and thoroughly with the Residents about all of Progress Residential’s application and mopolicies and procedures Since Mr [redacted] was not a legal representative of the Residents, he unfortunately was not part of these communications as they initially occurred, which may be the reason for his belief that information was not provided and was untimely Mr [redacted] apparently had difficulty receiving information through Landlord’s Broker and Resident’s Broker, so he requested the information on Progress Residential policies directly from our leasing agentsThe requested information was immediately forwarded to Mr [redacted] , and the leasing agents thereafter provided their best efforts to keep Mr [redacted] informed of the process as he acted to facilitate the leasing on behalf of the Residents B Policies and Procedures (Complaints 9, 10, 13)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 ResidentialProgress Residential leasing agents were repeatedly requested to violate these policies by Mr [redacted] , the Residents, and Resident’s BrokerFor instance, it is Progress Residential’s policy not to release keys to a leased home to any person other than a Resident or a legal representative of the agent, such as an agent under a power of attorneyThe Residents were asked to execute a power of attorney in favor of the Agent before the keys to the leased home would be made available to the AgentThis policy is for the protection of the Residents, the leasing agents and Progress Residential, and Progress Residential stands by its leasing agents refusal to violate this policyIt is regrettable that the Residents’ real estate leasing professionals did not notify Progress Residential that the Residents would be unable to take possession of the keys upon inception of the Lease, as this did cause a delay which may have been avoidableHowever, Progress Residential was able to provide the keys and access to the home to the Agent on the first business day after receiving a valid Power of Attorney from the Residents.C Holding Deposit (Complaints 4, 5, 6)Mr [redacted] incorrectly complains that Progress Residential was responsible for the loss or delay in the Holding Deposit being received by Progress ResidentialThe Holding Deposit was held by Landlord’s Broker, apparently as an error or misunderstanding by Landlord’s Broker, and without the knowledge of the Progress Resident leasing agentsProgress Residential leasing agents acted professionally and reasonably in continuing with the lease application and preparation, to allow Mr [redacted] to locate the Holding Deposit and deliver it to Progress Residential.D Quality of Residence (Complaint 12)Mr [redacted] , along with his real estate professionals and the Residents, toured the home prior to presenting the lease applicationThe home was near-new construction and beautifully maintained by Progress Residential, and at mothe home was substantially the same condition as during the home tourThe items presented to Progress Residential as “defects” of the home are minor, cosmetic issues that are typical of every home that has been slightly used, such as scuff marks, wall imperfections and driveway spotsAs a matter of policy, any items that are not minor, cosmetic issues and affect the health and safety of the Residents or the Residents’ use and enjoyment of the home are remediated by Progress Residential immediately upon being notified Unfortunately Progress Residential was not given an opportunity to have a technician review the items in Mr [redacted] complaint.The communication challenges presented to Mr [redacted] , the real estate professionals, the Residents, and the Progress Residential leasing agents were not typical, and Mr [redacted] clearly spent a lot of time and effort trying to help his relatives complete the lease application and move in to our beautiful, well-maintained Progress Residential homeWe regret that Mr [redacted] experience was not the red-carpet experience that Progress Residential is known for, and would have appreciated the opportunity to address Mr [redacted] and the Residents’ concerns prior to the abrupt disconnection of the leasing relationshipWe would like the opportunity to serve Mr [redacted] and the Residents, and to provide them Progress Residential customer service and careAs of the time of this response, the Residents and Progress Residential have been working towards a solution and we hope for a continued and positive relationshipWe would appreciate Mr [redacted] removing his complaintProgress starts here,Progress Residential Customer Care Team

Thank you for your response, however that does not provide any solutions we are looking forKeep in mind, we are in a legally binding contract with your company and you guy's have breached that contract by not providing us the pool serviceWe are requesting to receive past and all future records of our pool being serviced as well as a rent credit for the time and energy being put in to provide this solution, which has now been over a week, and requesting to receive credit for the month of June and the first week of July where no service has showed up although we paid for itWe are looking forward to working with your company to provide these solutions

We are actively attempting to resolve this matter with Mr*** In order to reduce the amount of rent that Mr [redacted] would be liable for under the lease, Progress Residential will re-let the property mid-month and has already identified residents who wish to move in mid-April In order to accomplish this, Progress Residential will need Mr [redacted] to vacate the home on his original move-out date of 3/ If Mr [redacted] has not vacated the home by 3/he will be liable for daily prorated rent Mr [redacted] has agreed to the resolution therefore closing the case

Hi, KarenThank you for reaching outOur records indicate that a service request was created then deleted by the same individualAdditionally, our vendor reached out 6/to clarify the problem and was told that you had not ordered work on the propertyWe would be happy to create a new work order and resolve these issuesPlease let us know how to proceed

At Progress Residential, we judge ourselves by our residents' experiencesOur mission is to provide the highest quality service to our future and current residents, employees, and investors through professionalism, integrity, and responsiveness We regret that MrG [redacted] was not satisfied with his experience with Progress ResidentialWe were given the opportunity to research MrG***’s complaint and have spoken directly with MrG [redacted] and we have mutually agreed to issue a $credit to MrG***

Hi ***Thank you for your feedback and for working with Star on this matterAfter reviewing the scope, move out inspection, move out pictures of the paint and the signed move in inspection, all final charges will standAs you have mentioned, we have agreed to reverse the ozone treatment, damages to the railing and toilet seat replacementPlease let us know if you need us to resend the email correspondences from this discussion

I received my deposit today not on 12/ The application does not state you would be charged taxes until u pay then it showas taxes are charges

These statements are in reference to our actual experience with Progress Residential, we would never tell anyone not to do business with another individual or company, but we feel that we have to tell our storyIf they would do this to two disabled veterans who care for a mentally challenged family member we can only imagine what present or future tenants will have to endureWe are writing this review today out of a strong feeling of obligation to hopefully prevent any future renters having to endure the emotional pain, distress, and health risks our family has had to go through in only one month of living at one of their properties My wife and I are both disabled vets She suffers from PTSD after two tours of duty in IraqI am rated 60% disabled due to a back injury, kidney disease, and severe hypertensionWe also provide care for my mentally handicapped brother due to my parents passing while I was in collegeMarch 21, my wife and I sent Progress Residential a payment of $along with our applicationThis was a $holding fee and a $application fee for me and my wifeAfter we were told that the application process would only take 2-days we started inquiring daily on March 25, We were told that because we listed my bother as a tenant that was the cause of the delay and they requested a POA (Power of Attorney)That same day, Friday, March 25th we sent them letters from the social security office stating that I have been his caregiver for over years, bank statements showing that I was his payee for his social security, my enlistment contract from the ARMY stating that he has been in my care as far back as 1999, as well as a written letter stating that I did not have a POA or legal custody because he was over the age of when I took the responsibility of being his caregiverIn a judge did give me legal custody of my younger siblings, but was unable to do the same for him because of his ageIn over years this has never been an issue with any landlord or government agency until Progress ResidentialOn Monday, March we expressed to our realtor that we needed a response because we had to be out of our residence by April 3, On Tuesday, March 29th I spoke to our realtor and offered to pay Progress Residential an additional $application fee for my brother if it would speed the process, although I've never had to pay one before due to his mental capacity and his inability to enter into a legal contract, I was told that it was not necessaryOn Thursday, the 31st at noon I received a call from Randi A [redacted] , of the local Dallas office, stating that we were approved and she then set up the initial walk through for 11:am the following dayAt pm, that same day, they e-mailed a copy of the lease, which included an additional fee of $This additional amount had never been mentioned as a possibilityThey also added an additional $application fee for my brother even though he never put in an application and was only listed as a tenantI feel that they purposely stalled and drug out the application process so we would have no other options except to accept their terms, seeing that we only had days to be out of our current residence and less than hours to sign the leaseIf we did not sign the lease, they stated that it could take up to two weeks to get the $hold fee back, which we could not afford at that timeShortly after moving in, the upstairs bathroom flooded causing a massive amount of water to drain downstairs into the master walk in closetThe entire ceiling fell down all over our clothes, shoes, purses, and bagsWe immediately called them to report this issue and they stated not to touch anythingThey did not send anyone out for days and that was only after I had to call again and complainedThe person they sent out investigated, took pictures, and stated to me that the upstairs toilet float was broken causing the water to continuously run, which caused the floodHe stated that he would be requesting that Progress Residential totally replace the toiletThis was never doneOver the next few weeks they sent several other people out to investigate but they never cleaned up the mess from the water damage or sent anyone to remove the excess water from inside the wall or in the entire carpeted floor in the closetThis has still not been done to this day causing a strong odor of mold and mildew throughout the entire houseOur property that set under the fallen sheet-rock, that we were told not to move, is totally ruinedOn May 3rd (several weeks after the initial flood) they came to replace the missing ceiling, still not addressing the water in the walls, carpet, and carpet paddingThat same day, because the workers were coming in and out of the house, I placed our Chihuahuas and our service German Shepherd, in the backyardThey are usually kept inside, but I was told that this would be an all-day event and I didn't want to keep them in their kennels for the entire dayDuring the initial walk through, and before signing the lease, I expressed to Lionel from the Dallas office, that the fence would need to repaired in several spotsLionel stated that it would be doneOver the next few weeks I made several calls about it not being done as well as other maintenance issuesIn the lease it states that the tenants cannot make any repairs to the property, so we tried to block these hazardous areas in the fence using bricks and material from the yardAfter the contractors left, on May 3rd, I opened the back door and only of my dogs came inAfter repeatedly calling my Chihuahua’s name, Theo, I went outside and found him with his head caught in one of the holes in the fence that we had attempted to blockHe was deceased due to what I horrifically assume is suffocationAfter removing his body, the first thought that went through my mind was how am I going to tell my wifeWe had already lost one of our babies, Scrappy, a few years prior to coyotes and I knew she would be devastatedIt was only after a year and getting a German Shepard that her mind was eased enough to get another Chihuahua, and now I had to tell her that Theo was dead because of a hole in the fence that we had been asking to have fixed since before we signed the leaseThe next morning on May 4th, I called Progress Residential very distraught to explain what happenedI spoke to the receptionist in the local Dallas office, because you can never reach anyone of any importance, and stated that due to their negligence of not repairing the fence we lost our beloved family petShe stated that she was very sorry and gave me her e-mail address stating that she knew how we felt because her pets are also like her childrenShe asked that we write a letter in regards to all the maintenance issues that we have had as well as what we would be requesting in compensation for his deathI expressed to her that I was too distraught at the time to even think about any compensation or to even write the letter, but at the very least I would want them to pay to have Theo buriedLater that evening I went to Home Depot and purchased the material required to fix the fence because although it stated in the lease that we could not make any repairs we were unwilling to risk the lives of our remaining two dogsSince it was dark when I made it back home I made sure that my pets could not get outside until I could repair the fence myself the next morningThe next morning when I went out to repair the fence Progress Residential had finally sent someone to repair itHe stated to me that he had gotten an emergency work order to repair the fenceI stated to him that it was too little too late because now we had lost a petI could generally see, by his expression, that he was not aware of the situationI then apologized to him for my rudenessI told him that I had already purchased the materials to fix the fence so he used those materialsWe have not yet been reimbursed for these materials that were used to fix their fenceRight after moving in we noticed several families of birds nesting in several different areas in the atticI have repeatedly called Progress Residential to have them remove the birds due to the fact that I work from home, so their continuous chirping all day that can be heard throughout the entire house was driving me crazyI was first told by Progress Residential that I had to contact animal controlI contacted animal control and they stated that it was the responsibility of the property management to remove themI then called Progress Residential back several times only to be sent an e-mail from Kristina G [redacted] from the corporate office stating, "Unfortunately that is not something we will be taking care of as they are not harming the structure of the homeIf it's something you are unable to tolerate you might be able to contact a pest control company to help"My response to her, " Seeing that you could not possibly know if there was any structural damage being done since you did not send anyone out to investigate it I have attached pictures of ceiling directly below the huge bird nest in the atticPlease take notice of the cracking and discoloration that is beginning to show through the paint Also, take a minute and calculate how much feces it has to take for this to occurSo yes the birds are causing damage to the houseIt is very disgusting to know there is a huge pile of bird feces above our headWould this be okay for your family?" After this correspondence she did not respond backWe have since written a letter requesting to be released from our lease, with return of our full security deposit in the amount of $2437.50(which is rightfully ours), the $nonrefundable pet deposit (Because we do not feel that they should keep our $pet deposit after their direct negligence lead to Theo's death), and $1760.00, our estimated cost of having someone come in and help us move, as well as the cost of storage until we can find another houseI also made it clear that we would be vacating the premises on June 1, due to the unsafe living conditions of mold, mildew, and bird feces within the houseWe gave them two days to respond to the requestThe next day Amber Wilkins, the Portfolio Operations Director, contacted us and stated that she was over the local area and she was sorry to hear about the loss of our petShe also stated that she just heard about this situation, which I find hard to believeHer response to our request was that they agreed to release us from the lease and would POSSIBLY return the security deposit once they did a walk through after we moved outI immediately asked her about the loss of our pet and the moving cost that we would incur due to their negligenceShe then stated that this was the only offer that she was able to give and she would forward to regionalShe called back minutes later, this time in a threatening tone and manner, stating that she had spoken to regional and the original offer was the only offer we would be receiving and it would remain openShe then said that if we did not accept this offer and still chose to vacate they would charge early termination feesAlthough we had no intention of accepting this offer I requested to have this offer in writing and they refusedI told her that we are still moving out because the house is unsafe for my family and petsMy wife then received a call that same day in regards to removing the birds and nest, there was no mention of removing the fecesThey stated the earliest they could have someone out would be Tuesday, days laterI then called Progress Residential and stated that I wanted to cancel the work order and let them know that I was in the process of having the local media come out so they could see the exact conditions that we have been living in for the past monthWe have received no additional correspondence from Progress Residential and will be moving our belongings into storage so that we can begin a new search for a home with a reputable companyIf you are wanting validation for these complaints, you can look in the court records of the small claims case that we will be pursuing in Tarrant CountyThese should be public recordsJamieson and Michelle P [redacted]

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

This company does not reveal all the rental requirements for the propertyThey over charge for utilities, because they do not allow you to have utilities in the renters name, you have to pay to a third party and the bills are approximateThey also have ridiculous fees and unreasonable due datesWhen trying to reach staff you can never get anyone in your local office and they do not return phone calls or emails in a timely mannerThis is by far the worse company I have ever dealt withThey also do cheap quick renovations, I had to call about nails coming through the floor, termites and broken appliances and I have not been here a yearI can not wait until my lease is overPlease do not rent from them...you will forever regret it!!!!

Hi, [redacted] We do apologize for your frustration and would be happy to correct any outstanding work ordersWe will not, however, issue a credit unless deemed necessary by the Charlotte team

According to our records, the resident notified us of the air conditioning unit not functioning on two separate occasions during the month of AugustThe first time, the repair was made within one day The second repair required a part to be ordered, so it took nine days to repair The resident has received compensation for the inconvenience, and we consider this matter resolved

We apologize for any inconvenience that the resident may have experiencedOur records indicate that Ms [redacted] has not been charged a late rent fee as describedOur team has consistently worked to address her concerns, and understand her frustration that a computer error occurred with Rent Café at the time her payment was made

While we feel terrible for Ms [redacted] 's position with her family, the Fair Housing law states that all residents must be treated equallyPer the terms of the lease agreement, the resident's rent payment was not made by the stated dateShe was sent an email on Decat 10:a.mto her alert of this matter and the amount dueOnce the nonpayment exceeds this time frame, Progress Residential cannot accept less than the full paymentIf payment is still not received, the resident must be issues an eviction notice

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/ As of 3/17/the check has been created and sent out to Ms [redacted] 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 [redacted] removing her complaint due to the findings of this investigation and deposit being reimbursed Tell us why here

We deeply apologize for the issues you've experiencedAs such, our team has worked to diligently resolve themPer the signed Lease agreement, an early termination fee will be charged if the Lease is broken early

At Progress Residential, we judge ourselves by our residents’ experiences Our mission is to provide the highest quality service to our future and current residents, employees, and investors through professionalism, integrity, and responsiveness Our leasing team is experienced, knowledgeable, and performance-oriented, devoted to providing red-carpet customer care to help make finding, moving into, and living in a rental home an easy and enjoyable process

Crye-Leike was a third party management company that was contracted to manage the propertyWe (Progress Residential) have always been the owner of the property and the lease agreement Ms [redacted] was charged a prorated amount for the paint to account for wear and tear The original $charge was posted to her ledger before all charges for paint were tallied Due to the condition of the property, and the moand move-out inspections, the charges are justified