Elite Healthcare Medical Group, PLLC

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 [redacted] suffered theseissues and was not satisfied with her experience received when renting aProgress Residential homeWe conducted an internal review to determinewhy Ms [redacted] experience was not consistent with Progress Residential’s highstandards.? During this review, weinterviewed our leasing team and thoroughly examined all communications withMs [redacted] .? 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 [redacted] 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 [redacted] 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 [redacted] ’ 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 [redacted] ’ requests and will contact her immediately (if not already done)to remedy the situations and assist with the fireplace.? We regret that Ms [redacted] ’ experience wasnot the red-carpet experience that Progress Residential is known for.? We appreciate the continued opportunity toserve Ms [redacted] , 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 [redacted] as weactively continue to assist her and resolve these issues? We would appreciate Ms [redacted] removing thiscomplaint

[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 Regards, Paula O [redacted] ?

Thank you for your feedbackWe apologize if you feel the highest level of service was not given to you in your conversation with AngelaUnfortunately, the local Houston team cannot handle this matter moving forward as it is officially being overseen by our Collections teamIn our prior conversation, we attached the breakdown of your ledger is it stood last weekPlease note that we filed for eviction on 2/as we cannot accept partial payment.? Per our Collections team, please see the options below:The payment methods available as of 2/16/are: overnight certified funds ? to: Progress Residential [redacted] ***, Scottsdale, AZ and/or WIPS and the account number is [redacted] She must allow hours for the system to re-set, to attempt to make the payment as I changed the payment method to Cash Only todayThe total amount due as of today is $9,(Very important: the amount does not include any additional legal invoices-fees)Mrs [redacted] will have to be made aware that there is going to be additional legal fees and as soon as we receive the invoice we will charge the account even after the account is paid in full.?

Hello, Thank you for your feedbackWe recently transitioned pool vendors to better serve our residentsUnfortunately, this caused a disruption in serviceWe are pleased to share that you do have a new pool vendorYou may contact them at [redacted] to schedule a weekly appointment that works best for you.?

We apologize for the frustration that Ms [redacted] has experiencedAccording 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 paymentsOur team has explained to Ms [redacted] that she must pay rent on time by either mailing in her payments or bringing them to our officePer the signed lease agreement, any rent received after the due date will be subject to late fees.?

We apologize for any inconvenience that the resident may have experiencedOur records indicate that Ms [redacted] 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

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 ResidentialAccording to our records, this is a complaint over service requests being dealt with in a timely mannerAfter further conversations and review, we have fixed Ms [redacted] s A/C and will continue to monitorWe will investigate internally the breakdown of communication with the resident and service requests, prior to this complaintWe ask that Ms [redacted] would please remove her complaint due to the findings of the investigation

Hello, We do apologize for the inconvenience you experienced at the time of move inFortunately, all reported maintenance issues were resolved in a timely mannerAdditionally, our Service Director offered to install screens on the windows upon request as a courtesyNone of the maintenance issues caused the home to become inhabitableAs such, a credit will not be issued at this timeThank you for your understanding.?

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 $late fee.? On 4/6/our Scottsdale Office received and processed Mr [redacted] rent payment that was dated 4/1/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 monthMr [redacted] has paid the $late fee and we have tried contacting him to communicate and explain the situation to himWe will investigate internally to determine where the breakdown occurred prior to this complaintIn addition, the Atlanta Office will address with Mr [redacted] the various ways of paying rentWe ask that Mr [redacted] would please remove his complaint due to the findings of the investigation

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

? Our assessment is as follows: ? 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 [redacted] 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 [redacted] removing her complaint due to the findings of this investigation and deposit being reimbursed Tell us why here

Hi, [redacted] We do apologize that you are not satisfied with the resolution, however, after comparing the moinspection with the move-out inspection, all charges listed in the resolution are finalOut Account Services team has provided both pictures and invoices with receipts as further justificationAs mentioned, the final agreement does include a $refund for the carpet cleaningWe certainly hope that you will sign the resolution document.?

Good Morning .? I was told specifically by Tania L [redacted] that all local offices will be shutting down for the exact reason and more that I have complained aboutPoor customer services, Service request for on going issues that went ignored for month, inexcusable attitudes and lack of communication from your companyI would like EVERY bit of my deposit refunded minus the $cleaning fee.?

We apologize if [redacted] is upsetHowever, a conversation (attached) between our Leasing Coordinator and [redacted] on September shows that [redacted] stated she has chosen to lease another home and, therefore, cancel their application?

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 do apologize for the lack of response and will be conducting an internal investigation to determine why the messages were not returned.? We will be reaching out to Ms [redacted] directly to provide her with the tracking information on the refund check that was created and sent 3/17/so she can track the progress of the refund

Hi, [redacted] We're sorry to hear that you feel this wayUpon providing Notice to Vacate, an estimation of your final utility charges is sent based on previous usageIf the final bill is lower, you will receive a refund for the remaining fundsAs for the security deposit charges, please send over an itemized list of the charges you would like to dispute along with any documentationWe will then have your charges reevaluated.?

Hi, [redacted] Thank you for your messageWe encourage all residents to be present at the time of their move-out inspection to discuss chargesAfter reviewing the property, the attached ledger states that charges were due for landscaping, painting, and various other damagesAdditionally, we've attached a copy of the move-out form with charges further broken down.?

[ [redacted] [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]

Hi, [redacted] It is our understanding that you spoke with our Director of Centralized Operations yesterday about your resultsDuring this discussion, he approved your application and updated your statusIt is our understanding that you have found another home and will be moving into it shortly Please let us know if you have additional questions or concerns.