Elite Healthcare Medical Group, PLLC

While we understand the conditions for Mrs*** terminating the Rental Agreement, the military relocation orders were not provided upon giving notice for termination which is required under the SCRA and Progress Residential policy

Thank you so much for reaching out regarding your concern with our home. We take all of our residents concerns seriously and hope to be able to resolve your matters within our policies and procedures and subject to local laws and regulations. Please bear with us as we address your
concern and you should hear from one of our onsite representatives regarding your matter soon

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. 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 handledThis complaint can be closed as it is resolved

We sincerly apologize for any negative customer service experienced by Ms***. We have contacted Ms*** directly to obtain further information from her on her experience so we can follow up internally accordingly.

Hi, ***Per the Lease agreement, utilities must be placed into the resident's name by the first date of the Lease Term or a $fee will incurA letter was sent to your address alerting you of this situation and that the utilities must be transferred to your nameWhen the utilities were still
not transferred, you continued to billed the feeOur Director of Centralized Operations will be in touch to discuss this matter furtherWe would be happy to resend instructions on how to setup utilities in your name.

Thank you for your feedbackAfter reviewing Ms***' file, we have reversed the Notice to Vacate to days so that the Lease agreement policy is fulfilledWe have also submitted an additional refund of the days termination feeThe carpet cleaning charges will stand per the Lease agreement
A copy of the invoice is attached.

Hi, KarenThank you for reaching outOur records indicate that a service request was created then deleted by the same individualAdditionally, our vendor reached out 6/to clarify the problem and was told that you had not ordered work on the propertyWe would be happy to create a new work
order and resolve these issuesPlease let us know how to proceed.

***, thanks for reaching out and for bringing your concerns to our attentionWe apologize for your husband’s customer service experienceWe have passed along your concerns about your move-out experience and your deposit refund to our local team, and we understand they have reached out to you
about options moving forwardWe understand they have asked you to send in the receipts you would like for us consider for an account adjustmentAs of this writing, our records indicate that you have not yet done soPlease send those along when you canIf you feel there are any other unresolved issues, please don’t hesitate to contact us

need to send a longer response to the business and characters is not enough! My response is as follows but your system would not accept it so it accepted the one sentence I put out of frustration! "Only a portion of the response is the truthThe original complaint was called in on July 13th and I had to call back on July 14th to check in and found out they never submitted this to the "corporate team" due to having different systemsI was told the call center is worthless for taking a complaint so that was the first delayThe vendor came late Friday night at 8:05pm, which was past the 24hr time limit for senior citizens per the city ordinance, and found a faulty motor but could not fix it that evening and came back for another try SaturdayThe vendor determined the unit was unfixable and submitted a request for a replacement unit and told me they were at the mercy of Progress for approvalMy daughter *** was concerned this was going to take longer which she spoke to Leeland from Phoenix regarding this on Thurs morning July 14th after we found out they never received the complaint from the day beforeNo hotel vouchers were offered and they only said "we will get someone out to fix it"Both of my daughters called multiple offices and tried sending a notice to Progress over the weekend with no replyMonday morning *** sent an email to Amber and called 2x and then called the city of Little Elm when Amber didn't respond until after 3pm saying she was unaware of the problemShe was aware from the email sent to her from Corporate per Leeland the morning of July 18th as well as the email from *** reiterating that it was never fixed that same morning after Leeland gave us her direct email and phone numberI did NOT deny the units as they are still sitting here in my house and the fact that Progress is saying I denied the units but that the $is for the offset of the electric bill shows they are lyingThe $was for a hotel stay which was offered the day before they finally replaced the unit(days later) which was only offered after *** complained about them not offeringAmber also knew about the buckling floors and never responded to *** after she sent multiple emails to her over a week period and copied others as proof of sending themI then had to call myself about the floors and it took over a month to get them fixedAmber called me and said they cannot offer any more than the $on the accountShe has no idea what the days of misery entailed and the hardship that it brought to my familyThis is not the first time I have had a problem with Progress and I am positive it will not be the lastTheir response time is horrible and longer than their own contract statesThey were in breach of our contract and did not comply with the City Ordinance that is supposed to protect us from the summer heat“*** ***by *** ***

Hi, ***Thank you for reaching outWe do apologize for this matter as we are working to align with a new pool vendorWe do hope to have your pool serviced soonIn the meantime, please do not add chemicals as this is prohibitedAdditionally, please note that you will not receive a concession
for any outside pools vendors or the draining of the pool unless you have received written permission for your local team prior to doing so

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 our holding fee of $On 4/28/Ms*** applied for a home and paid the holding fee of $to take the home off the marketOn 5/2/our Lease Admin team approved her applicationThen on 5/16/Ms*** cancelled her lease on that home and transferred the holding fee to a new homeMs*** was then approved for the new home on 5/16/After further review, Progress Residential has issued a refund of $for the holding fee back to Ms*** on 5/24/We will confirm, communicate and honor the refund and will investigate internally the breakdown of communication with the resident, prior to this complaintWe ask that Ms*** would please remove her complaint due to the findings of the investigation

Thank you for bringing this to our attentionWe do apologize if there were items not addressed in your homeIt is our understanding that our maintenance team has been out to the home to make the proper repairsPlease let us know of any additional questions or concerns

LIES LIES AND MORE LIES!!! The issue of my rent not being paid on time is DUE TO PROGRESS RESIDENTIAL'S LEDGER BEING INCORRECT AGAIN! LET'S BE CLEAR, I am not trying to make a partial rent payment I am am trying to pay ONLY WHAT I OWE! I am very aware of my lease agrrement and it's terms Obviously, no one bothered to look at my current and/or previous account detail before they responded with this lame response and they would not have addressed me as *** when my last name is ***!Please see attached showing why my rent was late August - their fault not mine These credits they are speaking of that were processed, were originally submitted in July and not applied until last month.Next response, how about there be a little effort put into it Lets actually go back to the last two months and do the math and then come with a response that makes sense.

As I previously stated, The Company was misleading about information regarding the property We reached out to Progress through email and phone multiple times with no response I have a plethora of emails that I can provide to prove that we reached out on multiple occasions with no acceptable response Again, the pet fee was never communicated to us before we had put the deposit on the house We found out about this as we were signing the lease and were told that the deposit was non refundable if we were to move to another location Additionally, your agent Catherine C***, verbally communicated to us that the residence which we applied for had access to the community pool Regardless of if she did this intentionally or from being uniformed, the responsibility resides with her and she is a representative of Progress Residential and both should be held accountable for this misrepresentation Additionally, We had requested that a door in our house which did not close be fixed upon our move in inspection on 8/3/and this has still not been resolvedAlong with account payment information that has been incorrect on their website for the past months for which we have been charged late fees and we were told that this was going to be fixed by September 1st After a phone call with the local representative this week, we were told that it should be fixed by October 1st. It seems that the company is poorly managed and from our experience the customer service has been terrible

We apologize that Ms*** feels this wayPer the Terms and Conditions outlined on the application, the application fee and the credit card service fee are not refundableAs such, we consider this matter to be closed.

Thank you for your messageAfter reviewing the property, excessive damage to the walls as well as damage to the cabinets was found in multiple areas of the homeAdditionally, charges were posted for missing light bulbs, damage to the carpet and leftover trashBased on the attached findings, the
charges will stand.

I have sent an email with physical proof i.e
Photographs on these chargesI also have a woman at *** *** who will speak with you on the condition of the home prior to us moving inThe stickers on the fan were there when we moved inI provided pictures of said fanThe paint in the garage is *** ***'s and came with th home it was not ours to takeI want and itemized document from the company who cleaned the home and a recipeipt from said company showing the $dollar charge for light cleaningAs the landscaping fee of $was in the resolution I don't have to address that because my mother caught you in your lieI have pictures of the yard currently to when we left as nothing was doneThe charge of for the sink pop up was reported to *** *** Property Management when you placed your homes under them temporarilyIt is on file. Please review the emails with photos that I have sent.Respectfully,*** ***

My husband was recalled back to Active Duty and we had to quickly relocate within daysIn the lease it states a military clauseWe were told my another employee JmeriseThat if we provided orders which we have we would not be chargedStop trying to rip us off!

Thank you for your inquiryOur records indicate that several attempts were made to contact *** regarding her proof of income to ensure that she could afford the homeAfter we did not hear back, the application was canceledWe did offer to transfer the holding fee to another Progress home
within days if proof of income was providedPer Progress Residential policy, once an application is cancelled the holding fee is non-refundableSince this is a claim that arises out of the contract between the customer and Progress Residential, we do not believe that portions of this complaint are appropriate

Fortunately, each resident receives a helpful move-out form with instructions on what should be taken care of prior to leaving the premiseWe have attached the scope of work for repairs that reflects the charges.