Progress Residential Property Manager

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. We regret Mr. [redacted] is not satisfied with the communication from our Atlanta Office and being charged $125 late fee. On 4/6/2016 our Scottsdale Office received and processed Mr. [redacted] rent payment that was dated 4/1/2016. As provided by the terms of Mr. [redacted] lease, a late fee is charged for rent paid after the 3rd of every month, not the 3rd business day of every month. Mr. [redacted] has paid the $125 late fee and we have tried contacting him to communicate and explain the situation to him. We will investigate internally to determine where the breakdown occurred prior to this complaint. In addition, the Atlanta Office will address with Mr. [redacted] the various ways of paying rent. We ask that Mr. [redacted] would please remove his complaint due to the findings of the investigation.

Mr. [redacted],   We appreciate you for reaching out to us to resolve your issues and apologize for any inconvenience this may have caused.  We have reached out to our onsite reps to help with the issues to see if they can help resolve the issue.  We take all of our residents’ concerns...

seriously and hope to be able to resolve these matters within our policies and procedures and subject to local laws and regulations.  Thank you for your continued patience. Thanks

no one has reached out to me this week or last week. The only email response I received was inaccurate on how to actually get my electric bill usage. That has not resolved any of my issues.

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 service requests being dealt with in a timely manner. After further conversations and review, we have fixed Ms. [redacted]s A/C and will continue to monitor. We will investigate internally the breakdown of communication with the resident and service requests, prior to this complaint. We ask that Ms. [redacted] would please remove her complaint due to the findings of the investigation.

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 dispute over service requests being dealt with in a timely manner. After further conversations and review, we have installed Mr. C[redacted] oven and will continue to monitor. We will investigate internally the breakdown of communication with the resident and service requests, prior to this complaint. We ask that Mr. C[redacted] would please remove his complaint due to the findings of the investigation.

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]’s complaint and have spoken directly with Mr. [redacted] and we have mutually agreed to issue a $40.00 credit to Mr. [redacted].

We did not decided to lease another home, and we did not cancel our application, that is a lie. The company canceled our application because we did not agree with terms of the utilities. Another lie is that we did not sign any agreement finalize rental agreement, we will be taking this company to small claims court very soon.

Thank you for your feedback. It is our understanding that our team spoke with Mrs. [redacted] earlier this week and all issues have been resolved. Our Portfolio Operations Director will be reaching out today just to be sure. Please let us know if you have additional questions or concerns.

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.  The Senior Portfolio Operations Director has...

spoken to the resident and confirmed that contractors were out on site last week to start work on all outstanding issues.  We can also confirm that all outstanding issues have been resolved.  Senior POD confirmed that the resident is happy with the work completed, and all concerns have been handled. This complaint can be closed as it is resolved.

How do the landscaping charges and touch up paint charges still stand? The house was had terrible landscaping to being with and the paint was not new when I moved into this house. The so called "touch up painting" charge of $470 is invalid I provided proof that the paint on the walls was not new and had marks all over them. I also sent proof of the landscaping which was none to begin with. I was handed a yard full of dead leaves and no grass. Gave the property back with grass grown by me. I have all the proof I need to show these and other charges are invalid. I also have the email proof that I called regarding the landscaping and your service manager ignored my request for a phone call and or email response. I will appreciate if your company return my money in full and stop trying to pin all these invalid charges on my account.

My husband and I moved from Georgia to Arizona in 2013. We signed our lease contract, the company gave us the house keys but when we drove to the house the keys wouldn't work. We called the company and they refused to come to the house and open the door for us with the correct key, instead they gave us the lock box code to get the key out. This house was filthy, and I had called days before we arrived to confirm the house was cleaned and ready for move in, they said yes it was but instead we arrive to a home that was so dirty you couldn't even use the bathrooms or showers.
Since moving in we have had so many problems with this home, ceiling leaking when it rains, water bubbles in the ceiling, our furniture, floors are soaked when it rains. The entire garage gets flooded due to the leaking. After many work requests, took them year and half before they fixe the ceiling. As of today the leaking from the window seals have not been fixed yet! Even the inspector put it in his notes to have it fixed!
Cracked window in master bedroom bathroom which it took them year and half to fix!
My sons room smelled like pigeon poop, where we couldn't even use his room. I contacted the company numerous times, it took them over a year to fix the problem.
Pool was cracking and falling apart when we moved in, my children cut themselves many times from the sharp rocks. This took them a year and 10 months before they fixed it. It cost $240 to refill the pool, but they would only pay $65 for this water bill. Countless times we wouldn't receive pool service, ( which pool services is included in our rent) the pool turned green, literally looked like a pond many times and my daughter and I were in and out of ER for infections due to the pool chemical balances were off and not cared for.
We sign out of this home this month in August but till this day there's so many things that need to be fixed in this home that they still haven't fixed or even bothered to respond, we just got tired of requesting and hitting a dead end!
Lastly they have this home advertised as a 4 bedroom 2 car garage but it's a 3 bedroom one car garage!
Whoever they decide to rent this home out to next, I hope they take better care of them because this is the worst experience we've encountered and I dealt with this mess on my own while my husband was deployed for a year! Their customers service is unacceptable!

Hi, [redacted]. Per the Lease agreement, utilities must be placed into the resident's name by the first date of the Lease Term or a $125 fee will incur. A letter was sent to your address alerting you of this situation and that the utilities must be transferred to your name. When the utilities were still...

not transferred, you continued to billed the fee. Our Director of Centralized Operations will be in touch to discuss this matter further. We would be happy to resend instructions on how to setup utilities in your name.

There are so many things that went wrong with this company and it started from the very beginning and only got worse. (i.e., property was not cleaned prior to me entering, several maintenance issues that took weeks to complete, double billing etc.,) Getting in contact with someone is totally impossible. You can call multiple times a day, week, or month only to be told from the their corporate head quarters they'll send a message to your local property management office and have them get in contact with you, but they never return the call.
Horrible maintenance, support staff, and administration service. They are quick to harass you for payments, and bad fees that are not true. Whenever I had an issue, it took several weeks or months to get back with me or never responded, I felt my issues were completely disregarded. They place whatever the issue is on the responsibility of the tenant again I was double billed several months, had several online system breakdown, my lease was due to end the last of the month, however they scheduled my final walk thru 2 weeks earlier so I had to leave the property early when I asked management about the process of refunding since I pre paid for the entire month still no answer- DO NOT RENT/DO BUSINESS WITH THIS COMPANY

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

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.

Thank you for your feedback. After reviewing Ms. [redacted]' file, we have reversed the Notice to Vacate to 2 days so that the Lease agreement policy is fulfilled. We have also submitted an additional refund of the 7 days termination fee. The carpet cleaning charges will stand per the Lease agreement....

A copy of the invoice is attached.

I did not write Progressive Rental a check, I paid with a credit card so their argument is not valid.  It should not have taken 10 days to process a refund for a credit card because the funds were withdrawn from my account the same day I sent the application.  If I was denied on 3/2/16, the refund should have been processed that day or the next and been applied back to my credit card.  Regardless of whether they wanted to wait the ten days or not, they still should have returned my phone calls when I called.  I should not have had to call 7 times and write a complaint to Revdex.com to get a response from them.  They say they have issued a check, but I have yet to see one.  Maybe when I actually get the check, I will remove my complaint.

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].

[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 until for the business to perform this action and, if it does, will consider this complaint resolved.I will accept the response since the refund was made but I would like to add that the house we were interested in was NEVER taken off the market.  It showed available up until the time of refund.  I had texted Rashell many times that it still showed available.
Regards,
[redacted]

Our assessment is as follows:   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.    Each Progress Residential resident has a lease agreement that is specific to that resident.  Mr. [redacted]’s lease agreement specifically states: “Resident must provide Landlord with sixty (60) days written notice of Resident’s intent not to renew the Lease.”     Timeline of Events:   According to our records, Mr. [redacted] received information on multiple occasions with contact information for the Progress Residential customer service and property management teams, including email addresses where written communications may be sent.  Unfortunately, Progress Residential does not show record of a voicemail left by Mr. [redacted] regarding move out procedures.  If Mr. [redacted] can provide additional details as to who the voicemail was left for, we would be happy to further investigate.  We regret that Mr. [redacted] did not feel as if he had sufficient contact information for the Progress Residential Team.  However, per Mr. [redacted]’s lease, Mr. [redacted] is required to submit a 60 day written notice of his intent to vacate the property.  Since this was not received, Mr. [redacted] will be subject to the charges set forth in his lease.   We regret that Mr.[redacted]’s experience was not viewed as the red carpet experience that Progress is known for.  If Mr. [redacted] is able to provide further information on who he left the voicemail with we would be happy to continue our investigation.  We would appreciate Mr.[redacted] removing his complaint due to the findings of this investigation. Tell us why here...