Progress Residential Property Manager

Hi, [redacted]. It is our understanding that you spoke with our Director of Centralized Operations yesterday about your results. During this discussion, he approved your application and updated your status. It 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.

Crye-Leike was a third party management company that was contracted to manage the property. We (Progress Residential) have always been the owner of the property and the lease agreement.  Ms. [redacted] was charged a prorated amount for the paint to account for normal wear and tear.  The original $60 charge was posted to her ledger before all charges for paint were tallied.  Due to the condition of the property, and the move-in and move-out inspections, the charges are justified.

Hi, Karen. Thank you for reaching out. Our records indicate that a service request was created then deleted by the same individual. Additionally, our vendor reached out 6/20 to clarify the problem and was told that you had not ordered work on the property. We would be happy to create a new work...

order and resolve these issues. Please let us know how to proceed.

Hello, We are deeply sorry for the confusion surrounding this matter. Thank you for your patience and for working with our team to resolve this. Let us know if you have additional questions or concerns.

We're happy to hear that you received the funds.

Again, we do apologize for the confusion you've experienced. We would be happy to pro-rate your for the days that you a/c was not working and temperatures reached above 90 degrees. Please note that this credit could take up to 30 days to process.

We are actively attempting to resolve this matter with Mr. [redacted].  In order to reduce the amount of rent that Mr. [redacted] would be liable for under the lease, Progress Residential will re-let the property mid-month and has already identified residents who wish to move in mid-April.  In order to accomplish this, Progress Residential will need Mr. [redacted] to vacate the home on his original move-out date of 3/31.  If Mr. [redacted] has not vacated the home by 3/31 he will be liable for daily prorated rent.  Mr. [redacted] has agreed to the resolution therefore closing the case.

We do apologize for the miscommunication and appreciate you speaking with our team about this matter. Your new lease has been emailed and we look forward to your continued residency.

Hi, [redacted]. Thank you for your feedback. Our Accounting team has reached out regarding this matter, including outlining all charges, reimbursements and photos. Attached is a summary of this findings. Please let us know if you have any questions.

Thank you for your response, however that does not provide any solutions we are looking for. Keep in mind, we are in a legally binding contract with your company and you guy's have breached that contract by not providing us the pool service. We are requesting to receive past and all future records of our pool being serviced as well as a rent credit for the time and energy being put in to provide this solution, which has now been over a week, and requesting to receive credit for the month of June and the first week of July where no service has showed up although we paid for it. We are looking forward to working with your company to provide these solutions.

Hello, We're sorry to hear that you feel this but are happy that the final resolution document was signed. Thank you for working with us on this matter.

We would like to have in writing that we are under no obligation to pay the 3 months rent for early termination of our rental agreement because of the various trials we have had to go through with this rental.  Thank You

On July 25, Progress Residential received a Notice to Vacate the property by August 22, 2016, for “employment relocation.” The Notice to Vacate states in part “I understand that if I am terminating the Rental Agreement prior to the current Rental Agreement expiration date … I am responsible for all...

rent, penalties, fees and damages (if applicable) that apply.  Please refer to the Early Termination section of the Rental Agreement.”  Per the resident’s Lease, a resident not in default may request early termination and assume payment of the Lease buyout fee equal to three (3) months’ rent plus reimbursement for any move-in or special concessions granted to the resident, plus any applicable tax.  As such, the residents have been charged these fees.   We understand the basis for Ms. [redacted]’s complaint, but unfortunately the charges are appropriate under local laws and the terms of the Lease.  Contrary to Ms. [redacted]’s assertions, and although it is immaterial to the matter at hand, the property has not been leased yet.

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.

I called progress residential on several occasions to have some plumbing fixed in the house. I specifically said I had to have someone come after 5 pm. the cust serv reps said ok every time. I do get a call, I let the tech know that I can't be there until after 5pm. he said I only work from 8-4. Then I called progress again, they said no problem. this happened 3 times. Today I filed request online that I needed someone to come out, I got a call back from a Tiffany from the Peoria office location, she stated no one can come after 4 pm. I told her why did I request someone at that time if I could be there. she said in a rude from that's how it happens. and that's what needs to happen. who cares what you want? I told her to calm down, at this moment she got ruder and ruder. I tried to tell her how unprofessional she was being she didn't care. it seemed like it was her way or the highway. what happened to the customer is right or at least baring some sympathy. this is unacceptable in my line of business and it should be in hers. After arguing with me and talking over me for 10 minutes, she hung up on me. then 3 minutes later she called again and her attitude seemed to change. she then told me if I moved she'd bill me for what was broken. How can you do that when I reported these things she said well who cares we'll bill you. after her talking for a while andi just sat and listened because she would just talk over me, she said are you listening. I said yes I don't feel like being talked over. she then changed her tune and had a rep call me to schedule a time when I can be available. this is very rude and she should take a customer service class, beucase its very unacceptable how you treat a client. I know in my line of business if I spoke to someone like that I would be fired and I work with customers on a daily.

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. A work order for this landscaping issue with the HOA...

was created, and completed. Attached is record that the issue has been resolved. In addition the $25.00 violation will be removed from the residents ledger. This information has been delivered to the resident by our Senior Portfolio Operations Director. This complaint can be closed out, as it is now resolved.

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...

Thank you for your feedback. We apologize if you feel the highest level of service was not given to you in your conversation with Angela. Unfortunately, the local Houston team cannot handle this matter moving forward as it is officially being overseen by our Collections team. In our prior conversation, we attached the breakdown of your ledger is it stood last week. Please note that we filed for eviction on 2/16 as we cannot accept partial payment. Per our Collections team, please see the options below:The payment methods available as of 2/16/18 are: overnight certified funds  to: Progress Residential [redacted], Scottsdale, AZ 85256 and/or WIPS and the account number is [redacted]. She must allow 24 hours for the system to re-set, to attempt to make the payment as I changed the payment method to Cash Only today. The total amount due as of today is $9,468.63 (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.

This company is the worst that I have ever dealt with in my life. Progress Residential has been nothing but a pain. They have caused me and my household pain and suffering. Upon moving into one of their leasing homes everything was good at first. Living in Florida we endure very high temperatures. Over the course of 6 months into the lease everything seemed well. July, one of the hottest months of the year the thermostat in the house kept fluctuating. The hvac system outside was still running but the temperature in the home was very warm. We called and put in the work order emergency form online. It took them 3 days before they even responded. They finally responded on the 4th day and sent a technician out to look at the thermostat. The gentleman came out and deemed the thermostat was fine and didn't need a replacement. I'm not an expert at this type of thing so I believed him. Throughout the few months left in the year the house was moderately warm but ok at the same time. All of this took place in 2015. Currently in 2016 starting in July the same time as last year the thermostat is doing the same thing. We put in an emergency work order no call no anything until 4 days later. Meanwhile I have to suffer in a home without a/c working properly but yet you are charging me near 1400.00 for rent. Finally they sent a technician here. He states and I quote " this company (progress residential) is a horrible company and they do not like to fix things or treat their residents right. They over charge you for rent and doesn't like fix things when needed." He went on to say " you guys should've been got a new HVAC system because this one is worthless and a piece of crap"! After their technician left it took them 2 weeks before the new HVAC system in. Meanwhile for the last 2-3 months my electric bill has almost doubled what it usually is. I explained this to their property manager who was very rude and nasty to me. She requested copies of bills for June July and August of 2015 and current year 2016. There has not been any compensation nor communication from their office. However, I will be seek min legal action on this business. I will also encourage any and all of my friends, family, and colleagues to NEVER deal with profess residential ever. They will scam you with their rental rates and take forever to fix things. I forgot to mention I have really bad asthma, allergies, and bronchitis to where I had to go to the hospital because I could not breathe in my own home.

Thank you for your feedback. We have reviewed your account and the $30 mini blind charge is the only resolution that can be reached. All other charges will stand.