Progress Residential Property Manager

Our assessment is as follows: Timeline of events: Ms. [redacted] applied online on 2/13/2016 for a Progress Residential home.  Per Progress Residential policy, Ms. [redacted] was charged a Holding Fee on the home in order to complete her application. See...

http://www.rentprogress.com/sites/default/files/Rental_Qualification_Criteria_An...⇄  At the time of application, Ms. [redacted] named an additional person as an applicant as well.  Progress Residential notified Ms. [redacted] via email on 2/17/2106 that the additional person listed as an applicant was still required to fill out an application.  Ms. [redacted] was also provided a PDF version in case of difficulty with the online application.  Ms. [redacted] responded to this email and indicated that they were requesting to cancel their application and requested their holding fee be returned.  Ms. [redacted] was notified the same day and informed her that the holding fee would not be refunded per Progress Residential policy and attached a copy of their application which outlines the non-refundable holding fee terms.  Progress Residential also provided additional instructions should Ms. [redacted] wish to continue forward with her application. 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.  We regret that Ms. [redacted]’s experience was not viewed as the red carpet experience that Progress is known for.  Based upon our investigation, the holding fee paid by Ms. [redacted] is non-refundable based upon Ms. [redacted] cancellation.  We would appreciate Ms. [redacted] removing her complaint due to the findings of this investigation.

First of all, I am NOT Ms [redacted], that is your employee so you just made the company look worse because you can't even read!!!!! I  am taking payment in the office today but believe I will not stop here!!!!

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

We are sorry to hear about the extended time it took for our representative to respond to your service request.  This is an unfortunate event and we understand that it was inconvenient for you.  Our goal is to complete service requests and...

address resident concerns in a timely fashion.  It is our understanding that the spring for the garage door has been replaced and your garage door is in working order now.  We do appreciate your residency and our local Portfolio Operations Director will be reaching out to discuss these concerns with your further.

Our assessment is as follows:   Timeline of events: Progress Residential left Mr. [redacted] a voicemail on 10/29/2015 to advise him of his balance that was due.  Mr. [redacted] called our customer care call center and submitted a request to have a leak at his property fixed.  At that time Mr. [redacted]...

also requested reimbursement for an inflated water bill due to the leaking.  A voicemail was left for Mr. [redacted] advising that Progress Residential will need documentation including bills prior to the excessive usage, the inflated bills, and 2 bills after the issue was resolved to determine if the reimbursement request was valid and approved. We show the work for this issue was completed out on 11/9/2015.   As of 3/11/2016, Progress Residential has not received all the necessary documentation from Mr. [redacted] to complete the research.  Mr. [redacted] initially advised Progress Residential that he sent the backup documentation to the incorrect email address.  Mr. [redacted] did forward a few bills shortly thereafter, however, he was advised additional bills are needed to complete the research process.    Late Fees: Mr. [redacted] was assessed late fees due to the fact the November rent checks were not received until after the 3rd of the month.  Per Progress policies and procedures, rent is due on or before the 3rd of the month to avoid any late fees or penalties.  Progress Residential sent Mr. [redacted] an email on 2/5/16 advising of the fact that rent had not been received and providing the local office address, hours, and weekend building hours to drop off payment.  Mr. [redacted] came to the Progress Residential office on 3/4/16 which was past the due date for rent.  Mr. [redacted] did not have the full rent, month to month fee, late fee, and had a personal check at that time, therefore Mr. [redacted] was advised that his check was not able to be accepted.  Mr. [redacted] was informed what was needed to avoid any additional fees or processes going forward.   Tell us why here...

We apologize if [redacted] feels there was a miscommunication with our team. After reviewing our records, we have found that [redacted] requested to cancel her application after deciding to...

lease a home with another company. Per the terms of the Lease Agreement, both the holding fee and application fee are non-refundable if an application is canceled by the prospective resident. Additionally, all utilities provided through Conservice are outlined in the documents signed by [redacted].

We apologize for the frustration that Ms. [redacted] has experienced. According to our records, two credits have already been posted to her account with three additional credits pending. Additionally, our resident portal does not accept partial rent payments. Our team has explained to Ms....

[redacted] that she must pay rent on time by either mailing in her payments or bringing them to our office. Per the signed lease agreement, any rent received after the due date will be subject to late fees.

Hi, [redacted]. Thank you for your message. We encourage all residents to be present at the time of their move-out inspection to discuss charges. After reviewing the property, the attached ledger states that charges were due for landscaping, painting, and various other damages. Additionally, we've...

attached a copy of the move-out form with charges further broken down.

there was never a mold test done at the property....

There were repairs done, however, the business never sent someone from the business to oversee the repairs and are only taking what the contractor says. They have continued to ignore us, not corresponding with us. There has been no outreach from someone that is a decision maker. The only person we have been in very limited correspondence with has been Justin Biggs. We haven't received any apologies from this company and we have paid for another mold test out of our pocket. My wife seen her Doctor again today and we have a letter stating that she is not to return to the property until she sees the specialty doctor on Tuesday next week. We have independent mold test that there is/was mold present  Our position on this is that Progress Residential does not follow up nor do they care about their residence. We have tried to communicate with them on several occasions with no results. They gave us an option to move to a new property with cost going over $5000. The lease does not, in our opinion, does not clearly state what they are trying to give us as a workable option. Min addition, we have been in a hotel for the last five (5) days and they have not reached out to us to help us with this as well. attached are photos of the "fix" in the master bedroom. I do have the mold report but it is on my phone and I cannot get to it. I would like to send that as well but can't at this time.  This response is laughable at best.

We apologize for the inconvenience regarding your complaint but we are working diligently with the onsite staff to make sure this issue is resolved according to our policies and procedures.  Once there is a resolution in place someone from our local office will be reaching out to you regarding your concerns.Thank you.

At Progress Residential, we judge ourselves by our residents’ experiences.  Our mission is to provide the highest quality service to our residents through professionalism, integrity, and responsiveness.  Our leasing team is experienced, knowledgeable, and...

performance-oriented, devoted to providing red-carpet customer care to help make living in a rental home an easy and enjoyable process.   We regret that [redacted] suffered these issues and was not satisfied with her experience received when renting a Progress Residential home.  We conducted an internal review to determine why [redacted]’s experience was not consistent with Progress Residential’s high standards.  During this review, we interviewed our leasing team and thoroughly examined all communications with [redacted].   Our assessment is as follows:Rent PaymentsIn our continued efforts to give our residents a first-class experience renting a Progress Residential home, we recently implemented a new online Resident Services portal to life easier for our residents.  Under this program, our residents can pay rent, request service, and contact us, all in one place.  All of our residents have received notice of the new online portal.  As of the date of this response, our leasing team is in contact with [redacted] to ensure that shehas the information and resources she needs to complete her registration for the new Resident Services portal.   Service and Related Issues[redacted] made a service request in June related to a noisy, unproductive air conditioning system. The same day of the service request, the air conditioner was repaired and parts replaced, and the vents and ducts were checked.  There was no indication ofmildew, mold, or any similar issue.  The air conditioning specialist noted that there was moisture on the vents, which is common in the Houston area.  As of the date of this response, a contractor has been called to replace the plastic vents to metal vents, to help minimize moisture.  The contractor is working diligently to find a time that is convenient for [redacted] and her family.  They will re-check the vents and ducts for any indication of mold or mildew, and we will communicate any findings to [redacted].   The roof has been checked and there is no indication of any leaks.  Pest and varmint control is the responsibility of the resident.  However, as a courtesy, we have contracted a pest control company to eradicate any pests and varmint in [redacted]’s home. We regret that [redacted]’s experience was not the red-carpet experience that Progress Residential is known for.  We appreciate the continued opportunity to serve [redacted], and to provide her ProgressResidential customer service and care so she can enjoy living in her beautiful, well-maintained Progress Residential home. Progress Residential hopes for a continued and positive relationship with [redacted] as we actively continue to assist her and resolve these issues.  We would appreciate [redacted] removing this complaint. Progress starts here,Progress Residential Customer Care Team

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.

After reviewing our records, we have found that Ms. [redacted] is not listed as a Progress Residential resident at the address provided and is not an authorized occupant. We are unable to determine any interest that Ms. [redacted] has in the home.  As such, we cannot discuss resident-related matters with her...

as this would a breach of confidentially with our primary resident in the home.  We have reached out to our resident and the resident has no complaints.  We ask that this matter be considered closed.

Hi, [redacted]. Thank you for your feedback. It is our understanding that on 8/2 the trash company made a special pickup to your home. On 8/9 the company delivered a new bin to your home. Additionally, you will receive a $200 credit for the inconvenience of your microwave not working...

as well as well as a credit for the trash bill and service. It has been sent to our Accounting team and will be posted shortly to your ledger.

Hi, [redacted]. We're so sorry to hear about this. Is there a specific issue that you would like to see addressed? The "Desired Settlement" box is empty.

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.    We regret that Mr. [redacted] was not satisfied with his experience while renting a Progress Residential home.   We conducted an internal review to determine why Mr. [redacted]s 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].    Our assessment is as follows:   Timeline of events: The holding fee charged to Mr [redacted] is refundable.  We have reached out to Mr [redacted] and have issued a check to refund the funds to him.  We thank Mr. [redacted] for bringing to our attention and do apologize for any delays in refunding the deposit.    We regret that Mr. [redacted]’s experience was not viewed as the red carpet experience that Progress is known for.  Again, we do apologize for any confusion or inconvenience.  We would appreciate Mr. [redacted] removing his complaint due to the findings of this investigation and the charge being reimbursed

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.

I understand the month to month fee is added one the first of lease is not signed, how ever we emailed on sept 29th 2917 for the documents got no response until 2nd because we had to call, and it was a issues going back and fourth, and late fees ended up getting on there since they took long and did not respond in a timely manner to our situation, per policies just how we we follow progress residential policies progress should also respect and follow the protocol with timely manner to avoid delays. They gave us incorrect information stating the rent was at $1530 offer to stay then they called us to let us know it was a mistake that it would stay they same we were ok with it and we waited for the paper work that never came in through our email. This is not customer delay this is progress residential thank you! Any more questions based on the situation give us a call at [redacted] I have supporting documents of when the email and calls were done.

Where do I start, me and my husband is a military family who moved to Texas from Virginia and found this company. I was so happy about the price and service they offered. We signed lease 7/1/16 and moved in after military brought us 7/10/16 and I had problems the day I walked through the door. I first got locked in the house and my husband had to take door apart. I called made a report and never heard from them, let me back up to when I first walked in and all my lights where on and a/c was on 65 I ask them why would they do that especially if I'm responsible for charges and they told me they didn't know who left it on. Not once did anyone ask about helping with the bill. I then tried to cook dinner to find out my stove didn't work it was shot and the dishwasher leaked water. I called them and got the run around for 2 wks till they sent someone out just to tell me it was not working and he couldn't help. I ask what should I do he said I should hear from the office another week went by and still no call it's now 4wks past 5 wks in my house and no working appliances. I hate that we are dealing with this especially in a new home and all the hard work my husband does to serve this country he has to come home to all these issues. I just need people to know so they don't have to experience the pain we are going through right now. I still haven't heard from anyone and still getting the run around and no help with the usage they used or anything off the rent after not having working appliances. DONT send yourself through this. I now have to find a lawyer and call the military to help us with these issues.

Excellent, we will be sure to have Jake reach back out with his findings.