Progress Residential Property Manager

Hi, ***Again, we apologize for the incorrect information that was shared with you but our local offices are not being closedAfter reviewing your move-out charges, our team has determined the following:Pressure Wash- Remove Landscaping- Remove Interior Clean- Stand Trash Out-Stand Bulbs- Stand HVAC Filter- Remove SGD Blinds- Stand Cabinets- Stand Switch cover- Stand Cabinets-Stand Closet Door-Stand Blinds- Remove Closet hardware- Stand Exterior Lighting- Remove Paint- StandA resolution document will be sent over to your email address via DocuSignThank you for allowing us the opportunity to work with you

Our assessment is as follows:
"margin: 0in 0in 0pt; text-align: justify;"> 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 3/2/2016. As of 3/17/the check has been created and sent out to Ms*** 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*** removing her complaint due to the findings of this investigation and deposit being reimbursed
Tell us why here

Our assessment is as follows:
Timeline of events: We show receipt of the check sent by Ms*** for January on 1/19/2016. The request for eviction was submitted the prior day 1/18/2016. Progress Residential contacted Ms*** on 1/19/and suggested that she bring in the remaining funds to the office to help expedite payment to stop the eviction process. Instead Ms*** 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*** still received the summons on 1/23/2016. Progress Residential emailed the resident on 1/25/after receiving a message from her to confirm payment was received and court was cancelledWe now show February rent as received on 2/17/at our *** office in the form of a cashier’s check. It was posted to Ms***’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*** 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 ResidentialFinally, we suggest Ms*** register in our on-line customer portal to make future rent payments. We will have our Support team reach out to Ms*** to ensure all questions she has about registration are answered

Thank you for your feedbackIt is our understanding that a new lease has been signed and our Renewal Specialist is working to remove the month-to-month feesPer Progress policy, a MTM fee is assessed if a new lease is not signed by the 1st day that the current lease expiresPlease let us know if
you have additional questions or concerns

I reject the response of Progress Residential to resolve this complaint for the following reasons.1) $Fee for painting of wallsResponse: In the lease, no definition of wear and tear is givenThe pictures represent wear of tear of walls and not damage to the wallsThe Company's inspector stated that when a portion of the wall needs to be painted, all the of the walls must be paintedReject: $Fee for painting of the walls2) Fee for failure to give advance notice of more than daysAn initial notice was given to Progress Residential on August 25th regarding my intent to move-out, however this was delayed when the company had to review my complaint about the condition of the carpet when we moved inThe initial move out inspection list including me professionally cleaning the carpetHowever this was revised to omit this procedure and the new move out inspection list which required me to only vacuum the carped upon my departure was sent on September 9thThis was signed and returned back to the company on September 13th Reject: $Fee for failure to give advance notice of more than days

I sent the original check in 1/in the amount of of what I thought was the rent along with the late feeI called numerous of times to asked if there is something I can do to pay over the phone and or should I stop payment and reissue another oneI finally escalated the issue and received a response from Sarah on the 19th immediately stating she was going to send my account to an attorney and told me that I have (which if this is the case money is owed to me for the times I have been late). I then left work got written up, put a stop payment on the check, paid to have it mailed along with getting certified funds and went to get a certified check *** with tracking *** which was received the next day on the 20th per Usps and was still served an eviction notice on the 23rdThat payment was sent to the POB Scottsdale AZ address in which payment per documents are supposed to be sentI also sent an email to *** without a replyI got the original check back stamped 1/stating that it was received that day which I find that hard to believe it was sent locallySara states after the 3rd certified funds are the only payment type that can be received, but I have proof they have cashed a personal check# *** in December on the 15th that was received on the 12th and mailed on the 9thSo if rent with late fee are only then I am due money back from that check that was cashedAlso I never received the that I paid to get a mail box key when I first moved in and was told it would be deducted from my first month rent, the lockbox nor the sign was never removed from the propertyIn February I sent the rent check#*** original amount and again for the second time it was not received

While we do apologize that you feel this way, we cannot change the policy of *** as they are an outside companyFurthermore, the signed Lease Agreement states that rent and utilities must be paid by the first of the monthThis is Progress policy and due to Fair Housing we cannot make exceptionsWe have attached the conversations with our team explaining how to get copies of the utility billsAs such, we consider this matter to be closed

We apologize for any inconvenience that the resident may have experiencedOur records indicate that Ms*** 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

Our assessment is as follows: Timeline of events: We show receipt of the check sent by Ms*** for January on 1/19/2016. The request for eviction was submitted the prior day 1/18/2016. Progress Residential contacted Ms*** on 1/19/and suggested that she bring in the remaining funds to the office to help expedite payment to stop the eviction process. Instead Ms*** 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*** still received the summons on 1/23/2016. Progress Residential emailed the resident on 1/25/after receiving a message from her to confirm payment was received and court was cancelledWe now show February rent as received on 2/17/at our *** office in the form of a cashier’s check. It was posted to Ms***’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*** 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 ResidentialFinally, we suggest Ms*** register in our on-line customer portal to make future rent payments. We will have our Support team reach out to Ms*** to ensure all questions she has about registration are answered

greetings, since I am new to this process, I will start from the beginning. I rented a single family home at *** * *** *** for two years from *** homes, then *** ***, progress residential, and now currently called *** ***. when I moved out, I left the place cleaner than when I moved in. the pre inspection move out inspector said all was good and the impossibly anal retentive move out inspector even c/o of the fact the blinds were individually wiped off and clean finger prints could be seen on them. the broken things like blinds were broken when we moved in. when I tried to get *** *** to fix things I would get a response of 'it's not in the budget' several times. well, the *** *** found the budget at move out by using my deposit to pay for repairs and cleaning I should not be responsible for. I request all of my deposit back $1500+. very sincerely, *** ***

At Progress Residential, we judge ourselves byour residents’ experiences. Our missionis to provide the highest quality service to our residents throughprofessionalism, integrity, and responsiveness. Our leasing team is experienced, knowledgeable, andperformance-oriented, devoted to
providing red-carpet customer care to helpmake living in a rental home an easy and enjoyable process. We regret that Ms*** suffered theseissues and was not satisfied with her experience received when renting aProgress Residential homeWe conducted an internal review to determinewhy Ms*** experience was not consistent with Progress Residential’s highstandards. During this review, weinterviewed our leasing team and thoroughly examined all communications withMs***. Our assessment is as follows:Utilities.In our continued efforts to give our residentsa first-class experience renting a Progress Residential home, we recentlyimplemented a program partnering with Conservice to make utilities seamless andminimize costs to our residents. Underthis program, certain utilities serving each Progress Residential home, such aswater, sewer, trash, gas and electricity, are transferred to the landlord’sname, so they are ready for our residents immediately upon movito aProgress Residential home. Payments ofutilities under this program and are due with Rent by the first day of themonth There is typically a 30- to60-day delay in the processing and delivery of utility bills to residentsthrough Conservice, which will explain Ms*** not having received one asof the date of her complaint. However,Conservice sent its initial invoice on September 16, 2015, so as of the date ofthis response, Ms*** should have received her utility bill. We will follow up with her to ensure she isaware of the invoice and the charges.Lawn, Carpet and Service Issues.There is no record in any of our systems ofMs***’ request for lawn mowing, carpet cleaning and assistance with herfireplace. We have experienced technicalchanges and difficulty recently, which may account for the lack of record, butcertainly does not excuse the lack of service. As of the date of this response, the property management team is awareof Ms***’ requests and will contact her immediately (if not already done)to remedy the situations and assist with the fireplace. We regret that Ms***’ experience wasnot the red-carpet experience that Progress Residential is known for. We appreciate the continued opportunity toserve Ms***, and to provide her Progress Residential customer serviceand care so she can enjoy living in her beautiful, well-maintained ProgressResidential home. Progress Residentialhopes for a continued and positive relationship with Ms*** as weactively continue to assist her and resolve these issues We would appreciate Ms*** removing thiscomplaint

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 Mr* was dissatisfied with his experience thus far with Progress ResidentialProgress 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

be careful when you have an issue I have a nervous gf whose sister started a grease fire in the oven it burned only for a few minutes and she wanted the stove inspected before using it it worked fine but she would not take my word for it (i was a nuclear engineer, fireman, mechanic) they sent there tech out, he took one or two pictures with the oven door open and left and then the oven was replaced I asked for the oven to be inspected by the appliance repair people/tech Progress Res cannot tell me any certifications held by there tech and by taking a picture he said the oven was damaged beyond repair and needed replacing it worked it is self cleaning gas oven - which means it has fire in it to heat up normally and it will/can catch fire when in the self cleaning mode I was quoted $to $to get a tech to inspect it I got a bill for $600+ for the replacement they suck they are very poor communicators took a month to respond to requests

We apologize for the inconvenience caused by a miscommunication on our teamThe service issues mentioned were handled in September We are also looking into the resident's ledger to see if any credits are dueAgain, we apologize for the breakdown in communication from our teamIf the
resident wishes to terminate their lease, they will be held responsible for the associated fees. Doors/Windows Front screen on door is broken9/16/9/21/Appliances Kitchen garbage disposal is broken 9/16/9/21/Plumbing plumbing - toilet* 9/12/9/14/Electrical 9/4/9/16/

Thank you for your feedbackAfter reviewing the moinspection, move-out inspection and the work order history, we have agreed to reverse the charge for missing fence pickets ($114), the window screen charge ($35) and the charge for paint cabinets ($70)Per the move out photos and attached
documentation, all other charges will standYou will soon receive an email from our team confirming these charges and a resolution document for the updated information

We've attached the instructions that were sent to Ms*** upon move inWe're happy to hear that she has been able to contact *** *** in regard to setting up utilities in her name

Hello, Thank you for reaching outPer the Lease application, the $holding is non-refundable unless an application is denied, the home is a pre-lease, or an individual was approved with an additional depositHowever, because a member of our team misspoke about this, we will be refunding your
$holding feePlease note that since this has just been approved, you should see this money returned within days

just fyi I spoke to conservice and they stated that progress didn't have the legal ability to open the conservice account due to the fact you folks never attached a Utilities addendumGo ahead have whoever call me

Progress Residential is a money- greed driven company that will try to swindle you every chance they getThey will send emails and ask for a response but it is a black hole of communicationYou can never reach themJoshua M** ( TN) has horrific manners and is rude even in email formatI cannot wait until our lease is up so we can move just to get away from this rental companyCustomer Service should be your #concern- the ludicrous amount we pay in rent warrants a response in regards to serious questions/concerns

Our assessment is as follows: Timeline of
events: Ms*** applied online on 2/13/for a Progress Residential home. Per Progress Residential policy, Ms*** was charged a Holding Fee on the home in order to complete her applicationSee http://www.rentprogress.com/sites/default/files/Rental_Qualification_Criteria_An...⇄ At the time of application, Ms*** named an additional person as an applicant as well. Progress Residential notified Ms*** via email on 2/17/that the additional person listed as an applicant was still required to fill out an application Ms*** was also provided a PDF version in case of difficulty with the online application. Ms*** responded to this email and indicated that they were requesting to cancel their application and requested their holding fee be returned. Ms*** 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*** wish to continue forward with her applicationPolicies 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***’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*** is non-refundable based upon Ms*** cancellation. We would appreciate Ms*** removing her complaint due to the findings of this investigation