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.
 
According to our records, this is a dispute about the return of security deposit funds. As provided by the terms of the lease and local law, the residence security deposit was charged for damages to the property. After further review, we found the conversation/email that Ms. [redacted] mentioned in her complaint, in which a Progress Residential former employee incorrectly informed Ms. [redacted] that they would not be responsible for damages at move out.   Although this former employee was incorrect in stating this to Ms. [redacted], we will honor the former employees promise and refund the security deposit to Ms. [redacted]. 
 
We would appreciate Ms. [redacted] removing her complaint due to the findings of this investigation and outcome.

Tell us why here...

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.

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.

According to our records, the resident notified us of the air conditioning unit not functioning on two separate...

occasions during the month of August. The 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 Ms. [redacted] experienced. The resident has received compensation for the inconvenience, and we consider this matter resolved.

Our assessment is as follows:
Timeline of events: We show receipt of the check sent by Ms. [redacted] for January on 1/19/2016.  The request for eviction was submitted the prior day 1/18/2016.  Progress Residential contacted Ms. [redacted] on 1/19/2016 and suggested that she bring in the remaining funds to the office to help expedite payment to stop the eviction process.  Instead Ms. [redacted] mailed the payment, this payment was received 1/21/2016.  Court for the eviction process was cancelled at that time due to receiving payment.  Unfortunately, if the process server cannot serve her physically, the summons is sent via certified mail.  This is why Ms. [redacted] still received the summons on 1/23/2016.  Progress Residential emailed the resident on 1/25/2016 after receiving a message from her to confirm payment was received and court was cancelled. We now show February rent as received on 2/17/2016 at our [redacted] office in the form of a cashier’s check.  It was posted to Ms. [redacted]’s account on 2/18/2016.   We do not show notes in our system about a request for mailbox key reimbursement.  Per the lease signed by Ms. [redacted] Progress Residential does not reimburse residents for mailbox keys.  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. Finally, we suggest Ms. [redacted] register in our on-line customer portal to make future rent payments.  We will have our Support team reach out to Ms. [redacted] to ensure all questions she has about registration are answered.

[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.]

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.

Regards,

Paula O[redacted]

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. * was dissatisfied with his experience thus far with Progress Residential. Progress Residential was given the opportunity to research Mr. * complaint, and Management has successfully spoken directly to Mr. * and have resolved his issues. 
This complaint can now be closed as it is resolved.

I should have known by the 39-page lease that this was not going to be a good experience. I should have been more alarmed when I had questions about the lease and there was no contact information provided. I should have completely backed out when I had trouble even submitting my signed lease online.

Move-in day was April 3rd. I have experienced nothing but inconvenience, frustration and stress in dealing with this company.

I had submitted 13 work orders by the end of April because the home was not move-in ready. The first work order - a huge water leak at the refrigerator hook-up that got under the floors, ruining them. It was Saturday . I had been given NO off-hours phone numbers, or any other kind of contact information. I found an email with a number in it for the local office - I got voice mail and no option for emergencies. I checked the website - no information there for emergencies. I Googled the company. They're in Scottsdale. I'm in Texas. No info on Texas at all. I submitted a work order - no option or information there for emergencies. Luckily, the guy who did the pre move-in walk through had left his card. I called him and left a message. He called back immediately and had a contractor come on Monday. There had been a slow leak soaking into the floor for 2 days.

It took almost two full months to get the floor replaced - and I had to fight them not to replace the hardwood floor with carpet. Much lesser quality than before, but not carpet.

I would try to open the blinds and they would fall out in my hands. I tried to open a window and it slammed shut. The bathroom counter had been spray painted white and it reeks when I try to clean it. The light fixtures were poorly wired. The door locks were not installed properly. There were bugs coming in from under the floor. The dishwasher didn't work. The house was filthy.

After two full months of poor communication, changing my schedule, waiting on contractors and then them not showing up or not getting all the work done and having to come back, then me having to rearrange my schedule again, the initial work orders were finally complete. Except the sink. The bathroom counter still stinks and is peeling.

July - rain and storms have caused the fence to weaken. Neighbors' fences fell and now ours is about to. I put in a work order. Fence needs to be replaced. It's rotting and falling. Progress' maintenance guy tells me they won't replace the fence. Too much money. Their contractor calls and asks for pictures. Too lazy to come look at the fence. Then he sends his workers unannounced on a Saturday while we are away. He said the work would take about 1 1/2 hours (we knew better). When we got home 2 1/2 hours later, they were still there. They did not speak to us, introduce themselves, say what company they were with or tell us what they were doing to fix the fence. When my husband tried to speak to the lead man (who had a cigarette hanging out of his mouth the entire time he was here), he grunted at him and kept walking. My husband quickly saw that they were not doing a good job of fixing the fence and he tried to talk to the lead guy again. When he was ignored again, he began to check the fence out and look at the work they'd done. The lead man asked him if he was finished playing with the fence because he had work to do. Later, when my husband tried to talk to the other worker, the lead man yelled at his coworker, telling him not to talk to customers. They left without ever giving their names, the company they worked for or saying anything about the fence.

August - I put in work orders for the garage door and the sprinkler system. Both work intermittently. Progress' maintenance guy comes out and does what he can Jerry rigs the garage sensors. We will need contractors to come out for the sprinklers, he says and he also says to let him know if I have any more issues with the garage door. Two hours after he left I sent him a text that it was still not working. I heard nothing back. Two days later, I texted him again asking for an update, as I had not heard from Progress or from any contractors. Five days later, I texted him again asking for an update. Still nothing. Two days after that, a sprinkler contractor showed up at 8am, unannounced. He was much nicer and more professional than the fence guy, but I had to completely rearrange my day because I was not expecting him.

Progress has done a decent job of fixing the maintenance and repair issues. Their communication is horrible which translates into a complete disregard for their tenants' time. I have spent way too many hours missing work and dealing with maintenance issues that should have been taken care of before we ever moved in.

As I write this, I got a call from the head maintenance guy in Dallas. I had sent a letter of complaint to them less than 30 minutes before. It makes me feel a little better that he plans to address the communication issues and the vendor issues and he tells me he wants to help make this experience better. If only it were up to him. He and his team (except for the lack of communication this week) are the only ones who have ever bothered to make things right.