Progress Residential Property Manager

Hi, [redacted]. We do apologize for your frustration and would be happy to correct any outstanding work orders. We will not, however, issue a credit unless deemed necessary by the Charlotte team.

I would highly discourage anyone from doing business with this company. I have had nothing but terrible experiences, and I hope that I can save others from the same predicament. I just relocated to [redacted] several months ago and although everything seemed promising at first, renting from this company has been a complete nightmare. After driving 10 hours to move into my rental house, I found that the "inspection" prior to my move in did not include the essential basics of any home in NC, including functional AC. My first 3 days here, I was stuck in a house in the middle of August with my thermostat reading 95 degrees. Despite my plea, it took several days for someone to come fix the AC even though I was promised daily that someone would be over before 5. The fun really started when I began being charged for waste removal (garbage, recycling, etc) with no waste removal service whatsoever. After many phone calls, meetings, and dealings with both the office manager and regional manager, nothing has been resolved. Ultimately, I have been struggling to live in sanitary conditions. I have reached the point of complete unsanitary living conditions. After countless calls, emails, and meetings, my house is still collecting garbage, flies, and other undesirables. I have boxes of waste stinking up my garage because it has no place else to go. Communication with appropriate personnel is next to impossible, and even when I am finally graced with a phone call, nothing is resolved. I had reached the point of hopelessness that I held a meeting about breaking my lease with no financial penalty- given the circumstances. The response I got (over 2 weeks later) was denied on the basis that "they have to treat all tenants the same and hold everyone to the same standards based on their lease." In any other situation, I would agree. However, who will hold Progress Residential to their standards? When I signed a lease with them, I had basic, reasonable sanitary standards that have been completely neglected. If they "treat all of their tenants the same"... do they treat all of their tenants this poorly? It was, is, and will continue to be, completely unacceptable. I am a young professional who moved to [redacted] for work, and this company has made my experience here unnecessarily miserable. I consider myself a reasonable professional, so before taking legal action to break my lease I tried to reason with appropriate personnel which was a waste of time. I even called corporate, which was also completely useless since they wouldn't let me speak with anyone who could help me. I refuse to pay a large sum of money to break my lease when deciding to vacate a property, on the premise that I will no longer live under these kinds of conditions. After I realized that reason was a lost cause, I consulted several lawyers who have affirmed that Progress Residential is in violation of NC law by not taking care of these living conditions. I'd much rather not waste my time by taking this company to court, but this has become my only option. In my opinion, by making me take this to court, Progress Residential cannot afford the reputation that they have earned, either. When I was first searching for a house in [redacted], Progress Residential did not have any reviews so I gave them the benefit of the doubt. If there were any online reviews of this company at the time I was house hunting, I would have steered clear of this company. I would like to warn others to beware of this company in hope that they do not have to go through the same frustration that I have experienced. I have spoken with both the office manager, [redacted] as well as the regional manager, [redacted]; neither have been able to help me. After deciding to break my lease (and now have to go the hassle, time, and money of an attorney), I have looked for other places to live and can offer other recommendations of companies that hold themselves to much higher standards and actually treat their tenants with dignity and respect. My last words about Progress Residential: even if a house looks gorgeous and seems promising, please think twice about renting from this company because I can assure you that to this company, you will not be treated with the standards of living that you deserve. Thank you for reading, I wish you better luck with other companies!

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.  Our leasing team is experienced, knowledgeable, and performance-oriented, devoted to providing red-carpet customer care to help make finding, moving into, and living in a rental home an easy and enjoyable process.    We regret that Mr. [redacted] was not satisfied with his experience while renting a Progress Residential home.   We conducted an internal review to determine why Mr. [redacted]s experience was not consistent with Progress Residential’s high standards.  During this review, we interviewed our leasing team and thoroughly examined all communications between the Progress Team and Mr. [redacted].    Our assessment is as follows:   Timeline of events: The holding fee charged to Mr [redacted] is refundable.  We have reached out to Mr [redacted] and have issued a check to refund the funds to him.  We thank Mr. [redacted] for bringing to our attention and do apologize for any delays in refunding the deposit.    We regret that Mr. [redacted]’s experience was not viewed as the red carpet experience that Progress is known for.  Again, we do apologize for any confusion or inconvenience.  We would appreciate Mr. [redacted] removing his complaint due to the findings of this investigation and the charge being reimbursed

Since our move in, we have submitted 4 different work request due to repetitive issues

Progress Residential informed of the following:
1. Master bathroom shower head has a water leak continuous water dripping - Maintenance serviced, ISSUE not resolved by Resolved
2. Master bedroom- Carpet with extreme smell of Pet Urine and fleas (Kristina Greer informed nothing could be done, this was considered cosmetic issues! So therefore we, as new tenants had to expense a deep carpet cleaning)- ISSUE not resolved by Progress
3. Guest bathroom toilet valve flapper- causing tanker to not fill and continuous water to run- Maintenance service, (2nd request, finally resolved)

4. Property AC unit,- Contract company came out on Three different occasions and still to date we experienced an entire weekend without A/C


Our children and I have suffered more than a week with no cool A/C in the home with Texas 96-100 degrees weather!!!!!!!!!

As new tenants,we are extremely unhappy about the service we have received. Not to mention Pet urine, and fleas in the home that we are having to expense the cost of cleanliness.
Very un sanitized!!! I am request for the property to be exterminated immediately!!!!!!!!!!!!!

We have experienced the worst with Progress Residential
This has become a greater problem for us only to live in the property for 60 days and have all of these issues!!

Thank you for your inquiry. Our records indicate that Ms. [redacted] submitted one payment online through Rent Cafe and also had her bank issue a check to our Scottsdale office. Both payments were processed and posted once received. While we cannot mail back the check, a credit will be posted to her...

account for next month's rent.

If all possible I'd like to give Progress residential a 0 star review for the following reasons. Myself and my wife rented a home with Progress Residential in Orlando FL for 1 lease term in which the house wasn't being occupied for roughly 3 months however being taken care of (lawn service, house keeping.) when we were living at the property myself and my wife worked 40+ hours each and were basically never home. When we moved into the property it was managed by another company that knew the home was never repainted inside or out prior to us moving in (curtain rods and nails still in the wall) Progress Residential purchased the home roughly 4 months prior to us moving out. When we had our walk through the agent told us the house looked move in ready and to expect most of our deposit back. Two weeks later we received a check for just a little over $100 out of the $1150 that we paid. They said we destroyed the house and that the house needed drywall repairs now. Myself and my wife have NEVER lost a deposit prior to renting here. As tenants we kept the home nicer and cleaner than prior to us moving in. Progress even went as far to charge is for $45 worth of light bulbs even though I personally changed ever bulb and left 2 extra boxes of bulbs on the fridge.

PS.
We never had heat in our home and used space heaters in the winter, also the garage ceiling was hanging down and never got resolved while we lived there.

I spoke to Jay from Progress Residential whom is going to return back to me regarding how and where the issue initiated. However, our conversation took...

place earlier this week, and I have not heard back from him as to what he has found out or what will be done with the prior issue that resulted in additional fees to me, but I look forward to his call and appreciate him in resolving this matter.

This is a duplicate request as this complaint was responded to under ID [redacted]. Please reference the below response from that complaint.

Where do I start...
The first month moving in the hot water was not turned on, the garage door would barley open, and the front door was warped shut do the foundation of the house shifting every week. After 3 months of going back and forth with a glorified secretary (answering service that doesn't serve a purpose), it was some what rectified.
The most immediate complaint is the extra charges that are put on my bill each month that are unjustified. The first month extra charge was because they claimed the rent was late, because the prior months rent was inaccurate and the would not fix it in order to pay. The next problem is I was charged for work orders that were never actually done at my house. They are charging me money every month for random things, and upon inquiring about them it takes 10 calls to the answering services (only because the corporate office and the Dallas office will not pick up my calls) for anyone to help me fix this.
I will never use this company again and I can't wait for this lease to be up...further more I am sure they will have the same standard response for all the other complaints for this one, which just shows they don't actually care about their residents.

We regret that you contest the charges against your account following our move-out inspection of your home.  Our Account Services department has been communicating with you regarding these charges, working towards a resolution.  Please allow the Account Services team to address your...

concerns directly, review the charges and make any appropriate adjustments to your account.  We will follow up with you and your satisfaction with the resolution at the appropriate time.

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 10 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. [redacted]’s application was denied on 3/2/2016.  As of 3/17/2016 the check has been created and sent out to Ms. [redacted] via certified mail.    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 refund check has been issued within the 10 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...

While we sympathize with Ms. [redacted], information regarding the $500 holding fee is clearly listed on the signed Lease Application. We've attached this portion of the policy for reference. Per Progress Residential policy, once an application is cancelled the holding fee is non-refundable.

Thank you! Our team has sent over a resolution document with the new amounts that will be refunded. Please sign via DocuSign at your earliest convenience.

At Progress Residential, we judge ourselves by our residents’ experiences.  Our mission is to provide the highest quality service to our residents through professionalism, integrity, and responsiveness.  Our leasing team is experienced, knowledgeable, and performance-oriented, devoted to...

providing red-carpet customer care to help make living in a rental home an easy and enjoyable process.   We regret that [redacted] suffered these issues and was not satisfied with her experience received when renting a Progress Residential home.  We conducted an internal review to determine why [redacted]’s experience was not consistent with Progress Residential’s high standards.  During this review, we interviewed our leasing team and thoroughly examined all communications with [redacted].   Our assessment is as follows:Rent PaymentsIn our continued efforts to give our residents a first-class experience renting a Progress Residential home, we recently implemented a new online Resident Services portal to life easier for our residents.  Under this program, our residents can pay rent, request service, and contact us, all in one place.  All of our residents have received notice of the new online portal.  As of the date of this response, our leasing team is in contact with [redacted] to ensure that shehas the information and resources she needs to complete her registration for the new Resident Services portal.   Service and Related Issues[redacted] made a service request in June related to a noisy, unproductive air conditioning system. The same day of the service request, the air conditioner was repaired and parts replaced, and the vents and ducts were checked.  There was no indication ofmildew, mold, or any similar issue.  The air conditioning specialist noted that there was moisture on the vents, which is common in the Houston area.  As of the date of this response, a contractor has been called to replace the plastic vents to metal vents, to help minimize moisture.  The contractor is working diligently to find a time that is convenient for [redacted] and her family.  They will re-check the vents and ducts for any indication of mold or mildew, and we will communicate any findings to [redacted].   The roof has been checked and there is no indication of any leaks.  Pest and varmint control is the responsibility of the resident.  However, as a courtesy, we have contracted a pest control company to eradicate any pests and varmint in [redacted]’s home. We regret that [redacted]’s experience was not the red-carpet experience that Progress Residential is known for.  We appreciate the continued opportunity to serve [redacted], and to provide her ProgressResidential customer service and care so she can enjoy living in her beautiful, well-maintained Progress Residential home. Progress Residential hopes for a continued and positive relationship with [redacted] as we actively continue to assist her and resolve these issues.  We would appreciate [redacted] removing this complaint. Progress starts here,Progress Residential Customer Care Team

Hello- The only violations I received from Progress Residential for sod were on April 6th- A Violation Notice and on one of the last lines it states if this matter is corrected then no further action is required. We did purchase sod on 5-14 and a bank statement picture, 2 of them were sent to progress residential as I had purchase sod at the local [redacted] in Zephyrhills. The other sod nitice I had received was on March 23 and that was a courtesy reminder letter. But according to Danica the notice was placed on my account of $1020 on April 6th. That notice was emailed to me on April 19th, where I had emailed Danica on April 19th asking if I was allowed to place sod as we were very dry and I wasnt sure if I was allowed to water new sod. I received an email reply on May 1st and then purchased Sod on May 14th. I had also emailed Danica a copy of a receipt for fertilizer purchased on April 19th to help the grass.I had not received any other notices for sod or emails about the matter so after placing the sod on May 14th I had believed the matter was done. I didnt hear anything about the sod and the violation being placed on my account from Danica or Progress Residential until July 10 when Danica emailed and asked if we had replaced the sod and I replied with the fertilizer receipt and the bank statement receipt because the original receipt was ruined with getting the sod. I feel as though someone dropped the ball at Progress Residential and didnt notify me that I had another violation, because any one with common sense would go out and spend 40 to 50 or 100 dollars on more sod if need be rather then risk getting $1000.00 violation.The HOA company had told me that they had sent out 3 sod violations in May, 2 in June and 3 more in July. I have spoken to several friends and also the HOA, they send out violations for each thing they notice, they receive money for each of the violations they send out.

[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,
Tabia J[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.  Ourleasing team is experienced,...

knowledgeable, and performance-oriented, devoted to providing red-carpet customer care to help make finding, moving into, and living in a rental home an easy and enjoyable process.  We regret that Mr. and Mrs. O[redacted] were not satisfied with their experience when attempting to obtain further information on renting a Progress Residential home.We conducted an internal review to determine why Mr. and Mrs. O[redacted]’s experience was not consistent with Progress Residential’s high standards.  During this review, we interviewed our leasing team and thoroughly examined all communications between the Progress Team and Mrs. O[redacted].  Our assessment is as follows:We show that this application was submitted online.  Unfortunately, due to a system change around the time the application was submitted, the online application was not viewed in a timely manner.  The online application was viewed on October 5thby the leasing team.  As soon as the application was viewed, the leasing team began to work on the application immediately with the O[redacted]’s Realtor.  They were approved and informed on October 9th. At that time the O[redacted]’s indicated they were not interested in the home anylonger and would like the application fees refunded. We apologize for the delay in response and have since worked to correct our system so that this does not occur again in the future.  We believe refunding the application fees is a fair request due to the internal issue on our end and delay in response. We will work with our accounting department to have the amount refunded.We apologize for the inconvenience.  We would appreciate the complaint being removed due to the findings of the investigation and agreement to refund the application fees due to a systematic issue on our end.

Thank you for your response. After further review, we can confirm that notice to vacate was given on Sept. 7 but not entered until Sept. 13. As such, we will be giving a credit a $202.03 to Mr. [redacted] on his ledger. The remaining charges will stand as this still was not a full 60 days notice. Additionally, Mr. [redacted] received move out instructions that state all nail holes must be patched prior to move out. As the photos show, these holes were not patched. Per the letter, any nail holes will be painted at the renters expense. Mr. [redacted] received, signed and returned this form to our office. These charges will stand as well.

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 complaint over a holding fee of $500. After further conversations and review with Ms. J[redacted] and Accounts Payable this complaint has been resolved. We will investigate internally the breakdown of communication with the resident and holding fee, prior to this complaint. We ask that Ms. J[redacted] would please remove her complaint due to the findings of the investigation.

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