Progress Residential Property Manager

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.

  We...

regret that Mr. [redacted] was not satisfied with his experience with Progress Residential. We were given the opportunity to research Mr. [redacted] complaint and we have spoken directly with Mr. [redacted] and have resolved his issues.

Mr. G[redacted], Thank you for your email regarding the issues that you have experienced with our Indianapolis office.  We are working diligently with the office to get your issue resolved as our policies would allow.  Someone will be contacting you soon to discuss the options that are...

available to you. Thank you

Thank you for your message. After reviewing the property, excessive damage to the walls as well as damage to the cabinets was found in multiple areas of the home. Additionally, charges were posted for missing light bulbs, damage to the carpet and leftover trash. Based on the attached findings, the...

charges will stand.

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 story. If 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 endure.
We 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 Iraq. I am rated 60% disabled due to a back injury, kidney disease, and severe hypertension. We also provide care for my mentally handicapped brother due to my parents passing while I was in college.
March 21, 2016 my wife and I sent Progress Residential a payment of $590 along with our application. This was a $500 holding fee and a $45 application fee for me and my wife. After we were told that the application process would only take 2-3 days we started inquiring daily on March 25, 2016. 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 20 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 18 when I took the responsibility of being his caregiver. In 2000 a judge did give me legal custody of my younger siblings, but was unable to do the same for him because of his age. In over 20 years this has never been an issue with any landlord or government agency until Progress Residential. On Monday, March 28 we expressed to our realtor that we needed a response because we had to be out of our residence by April 3, 2016. On Tuesday, March 29th I spoke to our realtor and offered to pay Progress Residential an additional $45 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 necessary. On 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 11:00 am the following day. At 4 pm, that same day, they e-mailed a copy of the lease, which included an additional fee of $812.50. This additional amount had never been mentioned as a possibility. They also added an additional $45 application fee for my brother even though he never put in an application and was only listed as a tenant. I 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 3 days to be out of our current residence and less than 24 hours to sign the lease. If we did not sign the lease, they stated that it could take up to two weeks to get the $500 hold fee back, which we could not afford at that time. Shortly after moving in, the upstairs bathroom flooded causing a massive amount of water to drain downstairs into the master walk in closet. The entire ceiling fell down all over our clothes, shoes, purses, and bags. We immediately called them to report this issue and they stated not to touch anything. They did not send anyone out for 2 days and that was only after I had to call again and complained. The 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 flood. He stated that he would be requesting that Progress Residential totally replace the toilet. This was never done. Over 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 closet. This has still not been done to this day causing a strong odor of mold and mildew throughout the entire house. Our property that set under the fallen sheet-rock, that we were told not to move, is totally ruined. On 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 padding. That same day, because the workers were coming in and out of the house, I placed our 2 Chihuahuas and our service German Shepherd, in the backyard. They 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 day. During 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 spots. Lionel stated that it would be done. Over the next few weeks I made several calls about it not being done as well as other maintenance issues. In 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 yard. After the contractors left, on May 3rd, I opened the back door and only 2 of my 3 dogs came in. After 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 block. He was deceased due to what I horrifically assume is suffocation. After removing his body, the first thought that went through my mind was how am I going to tell my wife. We had already lost one of our babies, Scrappy, a few years prior to coyotes and I knew she would be devastated. It 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 lease. The next morning on May 4th, I called Progress Residential very distraught to explain what happened. I 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 pet. She 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 children. She 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 death. I 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 buried. Later 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 dogs. Since 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 morning. The next morning when I went out to repair the fence Progress Residential had finally sent someone to repair it. He stated to me that he had gotten an emergency work order to repair the fence. I stated to him that it was too little too late because now we had lost a pet. I could generally see, by his expression, that he was not aware of the situation. I then apologized to him for my rudeness. I told him that I had already purchased the materials to fix the fence so he used those materials. We have not yet been reimbursed for these materials that were used to fix their fence.
Right after moving in we noticed several families of birds nesting in several different areas in the attic. I 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 crazy. I was first told by Progress Residential that I had to contact animal control. I contacted animal control and they stated that it was the responsibility of the property management to remove them. I 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 home. If 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 attic. Please 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 occur. So yes the birds are causing damage to the house. It is very disgusting to know there is a huge pile of bird feces above our head. Would this be okay for your family?" After this correspondence she did not respond back. We 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 $300 nonrefundable pet deposit (Because we do not feel that they should keep our $300 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 house. I also made it clear that we would be vacating the premises on June 1, 2016 due to the unsafe living conditions of mold, mildew, and bird feces within the house. We gave them two days to respond to the request. The 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 pet. She also stated that she just heard about this situation, which I find hard to believe. Her 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 out. I immediately asked her about the loss of our pet and the moving cost that we would incur due to their negligence. She then stated that this was the only offer that she was able to give and she would forward to regional. She called back 30 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 open. She then said that if we did not accept this offer and still chose to vacate they would charge early termination fees. Although we had no intention of accepting this offer I requested to have this offer in writing and they refused. I told her that we are still moving out because the house is unsafe for my family and pets. My wife then received a call that same day in regards to removing the birds and nest, there was no mention of removing the feces. They stated the earliest they could have someone out would be Tuesday, 5 days later. I 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 month. We 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 company.
If 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 County. These should be public records. Jamieson and Michelle P[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action as scheduled on Wednesday, April 20, 2016, and, if it does, will consider this complaint resolved.
Regards,
Stephanie F[redacted]

Progress Residential apologizes for any inconvenience this may have caused Ms. [redacted]. We have and will continue to address our customer service procedures and processes to provide better customer service to Ms. [redacted] and our residents. Thank you for choosing Progress Residential!

There were no crayons marks on the walls. My son is 11 years old and does not mark on the walls. Furthermore, the original lease, which I will be happy to provide states that my deposit of $1435 will be refunded unless there is damage beyond normal wear and tear. Light bulbs being burned out, nail holes and a few marks on the walls from picture hangings all constitutes normal wear and tear. I will not pay $800 to repaint a rental home. You can keep my $1435 deposit as the last month rent and we can call it even.

Thank you for your feedback. We truly apologize for the inconvenience caused by this issue. Ms. [redacted] was issued a credit for the February insurance exemption fee on 4/17 and a credit for March/April on 4/15. Our team did contact Ms. [redacted] throughout the process to let her know the status and that...

we were working through the matter. Our team also explained that by withholding rent, she would incur a $125 late fee if the payment exceeded the date on her lease. Ms. [redacted] was not charged an insurance exemption fee for May. As such, we consider this matter to be resolved.

We apologize that Ms. [redacted] feels this way. The 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 system. We have also verified that she will not be late charged a late fee. At this point, we consider this matter to be closed.

The message sent is not accurate. The last communication received by me was with Cheryl L[redacted]. This was a phone conversation where she said that because the combined income between my mother and I would require a co-signer. After I told her we didn't have one, she told me our application would be denied. At no time did she or Ms L[redacted] tell me that the holding fee would not be returned.

Thank you for your inquiry. Our records indicate that several attempts were made to contact [redacted] regarding her proof of income to ensure that she could afford the home. After we did not hear back, the application was canceled. We did offer to transfer the holding fee to another Progress home...

within 30 days if proof of income was provided. Per Progress Residential policy, once an application is cancelled the holding fee is non-refundable. Since this is a claim that arises out of the contract between the customer and Progress Residential, we do not believe that portions of this complaint are appropriate.

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 about move out charges and late fee. After further review and communication with Ms. [redacted], Progress Residential collected the sufficient funds for move out charges and late fee from Ms. [redacted]’s security deposit based on our policies and procedures. Progress Residential will investigate internally to determine where the breakdown in communication with Ms. [redacted] occurred prior to this complaint. We ask that Ms. [redacted] would remove her complaint due to the findings of the investigation, and outcome.

I received my deposit today not on 12/20.  The application does not state you would be charged taxes until u pay then it showas taxes are charges.

Thank you for your feedback. At this time, we do not have a completed scope from your move-out inspection with any charges that should be removed from your security deposit. Per the Progress Residential Lease, a deposit refund may take up to 30 days.

Thank you for your inquiry. Per Progress Residential policy in the state of North Carolina, all residents are required to have utilities transferred from our name to their own name within the move-in period. As the attached document shows, we made several attempts to explain to Ms. [redacted] that not...

doing so will result in a non-compliance fee. Additionally, Ms. [redacted] has received a fee for failure to provide proof of renters insurance. Per the Lease agreement, once these items are met Ms. [redacted] will no longer receive a fee.

We apologize that this issue has taken more time than expected to complete. On July 18, 2016, Progress Residential received notice of a window leak (non-emergency). A technician was sent out to determine the scope of work and time needed to make repairs. Progress Residential has since been in...

contact with the resident and a repair date of August, 22 has been set.

On Thursday, July 14, [redacted] (resident) contacted the Progress Residential Dallas office with a notification that her A/C unit appeared to be malfunctioning. An HVAC vendor was assigned the case that same day and scheduled an appointment with the resident for Friday, July 15. After the...

appointment, Progress Residential was informed by the vendor the unit was repaired.   On Monday, July 18, the resident’s daughter ([redacted]) called the Progress Residential office with notice that the unit was not cooling. The Progress Residential team immediately approved additional repairs and a time was scheduled for with the resident to make the repairs. The resident was offered cooling units to be placed in the home but she declined. The following day the repairs were made and Progress Residential was informed that the A/C unit was fixed.   While we apologize that Ms. [redacted] feels there was a lack of communication, the Progress Residential team followed up with both the resident and her daughter ([redacted]) each step of the way to fix the issue in a short time frame. Additionally, the resident was given a $300 concession to their account as a courtesy for the problem with the electric bill.

We're happy to hear that you were finally able to connect with our Service Director on this matter. Please let us know if you need anything additional.

While we feel terrible for Ms. [redacted]'s position with her family, the Fair Housing law states that all residents must be treated equally. Per the terms of the lease agreement, the resident's rent payment was not made by the stated date. She was sent an email on Dec. 6 at 10:55 a.m. to her alert of...

this matter and the amount due. Once the nonpayment exceeds this time frame, Progress Residential cannot accept less than the full payment. If payment is still not received, the resident must be issues an eviction notice.

[[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and they are currently working on a solution.
Regards,
[redacted]