Complaints

This profile includes complaints for Progress Residential Property Manager LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Progress Residential Property Manager LLC

  7500 N Dobson Rd Ste 300 Scottsdale, AZ 85256-2727

  
• 

  Progress Residential

  1801 Royal Ln Ste 307 Dallas, TX 75229-3179

  
• 

  Progress Residential Property Manager, LLC

  1500 15th Avenue Dr E Unit 103 Palmetto, FL 34221-2823

  
• 

  Progress Residential Management Services, LLC

  200 Civic Center Drive Suite 120 Sandy, UT 84070

  
• 

  Progress Residential Property Manager LLC

  3505 Koger Blvd Ste 400 Duluth, GA 30096-7672

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a tenant with Progress Residential for over three years, and my experience has been consistently disappointing due to ongoing and unresolved issues affecting the internal temperature of our home. From the time we moved in, we have repeatedly reported problems with heating and cooling, insulation, and home weather proofing concerns (various windows and doors not fully sealed) yet despite numerous maintenance requests and service visits, the issue remains unresolved.These problems have made our home uncomfortable and, at times, unlivable, especially during extreme weather. Every summer our home reaches temperatures between ***** degrees, and each time we reached out, we were and continue to be met with temporary fixes, delays, or no follow-up at all. We have made every effort to work with Progress Residential, but after three years, there has been no permanent resolution. A customer advocate (******) was assigned to case #: ******** but we have sent multiple emails in addition to making multiple calls each day but havent received any communication from them to fully resolve this matter in over a week despite being told every time we call that they will reach out between ***** hours and that all customer service is able to do is escalate and have us wait. Despite no communication from our advocate or requested call backs from requested parties we keep getting emails that cases are being closed that were never resolved!As tenants, we expect a safe and functional living environment, but Progress Residential has failed to address these concerns in a timely and effective manner.

  

  Business Response

  Date: 07/30/2025

  Hello,
  
  I have reviewed case ******** and confirmed that the Customer Advocate is working with you to assist regarding your concerns, she had opened work order J006766809 for the insulation in your home to have this reviewed by our service team. I show that an assignment has been made for our market leadership to assist with your concerns to terminate your lease early without penalty, I understand that this has already been determined and denied however, it's being reviewed further.
  
  We thank you for your patience as we work on resolving this for you and apologize for any inconveniences this may have caused you.
  
  Thank you,
  ******, Advocacy Team.
  Progress Residential

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant with Progress Residential in *****, **. I moved in JuLY 2024 and renewed my lease for 12 more months in July 2025. However, I have faced ongoing unresolved maintenance issues that have made the home unlivable and have led me to request early ************** October 2024, I reported a water leak from the bathroom into my babys room carpet. The carpet developed mold, but no maintenance ever came to resolve it. On June 28, 2025, I reported a hole in the ceiling due to pests. As of today, July 25, 2025, that has turned into two holes and water leaks into the home every time it rains. There is mold, humidity, and pest noise in the attic at night. These are serious health and safety concerns for my family.I have contacted my case manager (******* *********) and the local office manager (****) multiple times. **** even suggested I move out if I wasnt happy, but she never followed up after I agreed to discuss ********** a result, I submitted a notice to vacate and requested early lease termination without penalty. However, Progress Residential has added a $4,190.00 early termination fee to my account, despite failing to meet their obligations under the lease.I am respectfully requesting that this fee be removed and that I be released from the lease without penalty due to their failure to maintain a safe and habitable property.

  

  Business Response

  Date: 07/30/2025

  Hello,
  
  
  Please see response below regarding your concern to terminate your lease early without penalty:
  
  
  "As dicussed previously, it shows that your service requests are pending under 3rd party vendor.
  
  As far as communcation, I have followed up with you and the most recent issues were the work orders that were brought up.
  
  The early termination fee is something that wouldn't be waived but if you want to cancel your contract, there is a process that must be followed and completed to put your home on notice."
  
  
  I recommend disputing this response through the BBB as I am aware of your recent email sent to Kensley disputing that an early termination without penalty should be valid in your position - I will have this reviewed further with leadership to ensure this is resolved.
  
  
  Thank you for your patience,
  ******, Advocacy Team.
  Progress Residential

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was interested in a property and was told it was in maintenance, once complete I could go view the property. But to reserve the property I had to apply for it and pay the holding fee. I followed those instructions. The house came available while I was at work (I drive trucks over the road) and my fiance was on a cruise. We were not available to view the house within the time provided so I was told I had an extra 9 days to accept the house or I would be charged an extra $250. I parked my truck and flew back to view the house. On 24 June I found some issues that were obvious (hole in the garage wall, hole in the patio siding, and garage back door k*** broken. I was told a maintenance order was submitted and it will be corrected and 2 sets of people will walk through the house to ensure everything is move in ready and for me to sign the lease. We signed the lease and views the RentCheck photos. Everything was good with the RentCheck photos but the hole was still in the wall. I then completed the RentCheck and found numerous problems (few safety issues) and requested to love to another property. My request was denied and I was told everything could be fixed through maintenance. 30 days later there are still safety issues and I was told I would receive a call from a case manager which I havent. I was told I would receive a call from ******* branch and I havent. I recently submitted an accommodation request from my therapist on how this is causing me mental and health problems and still no response. I sent a letter requesting a good faith resolution and if that isnt an option for us to go through arbitration. Still no response. While I can say the agents and maintenance people have great communication, no one understands why I am still in this residence. One maintenance tech admitted that I was rushed into this house and it wasnt move in ready. There is much more as I also have 2 ESAs whose safety I am concerned about.

  

  Business Response

  Date: 07/30/2025

  Hello,
  
  
  After further review with leadership, we have agreed to release you from the lease without penalty and a full refund of your security deposit. As far as I'm aware, our team in your market area has been in contact with you to assist further with this request.
  
  
  Thanks so much,
  ******, Advocacy Team.
  Progress Residential

  Customer Answer

  Date: 07/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  As usual ******** from the local market is not abiding by the agreement. She is not offering the full refund of my security deposit as stated from Justins response. 
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a lease holder the A/C was inoperable at least 6 or 7 times last summer. The unit was replaced in September 2024. The unit has been inoperable 2x's already this summer. It is over 80 degrees on the 2nd floor of my home right now and this is considered an emergency according to the leasing company but still a technician has not been scheduled to come out. Slept sitting up right last night. The motor in the refrigerator has been running constantly fir 3 weeks and no one scheduled to come out AGAIN!!

  

  Business Response

  Date: 07/25/2025

  Hello,
  
  I show that work order J006739746 was created 7/21 and completed the following day, may I confirm with you if this concern has been resolved and if any additional concerns have arisen since the repair?
  
  Thank you,
  ******, Advocacy Team.
  Progress Residential

• Initial Complaint

  Date:07/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/13/2025 - Current $3,935 ************ is for rental properties and we have been getting conflicting information about payment options, move in dates, cases being made on our behalf, etc. It is severely unprofessional for a company to not contact you, or be hard to get in contact with, especially when a lease is sent out less than a week before the scheduled move in date and not informing us that we will be unable to pay online because it is less than a week. We were also told by our leasing agent that her supervisor was going to open the online payment portal but put a note in our file that we were expected to drive an hour and a half away to bring a cashier's check. We had to find out that information after calling a supervisor at corporate. The business says they are resolving the problem but no progress is being made whatsoever and the information we are being given about our later move in date is still incorrect.

  

  Business Response

  Date: 07/24/2025

  Hello,
  
  Thank you for bringing this matter to our attention. We truly appreciate the opportunity to make things right and are committed to ensuring every resident has a positive experience with us.
  
  We understand that you have now moved into the home, and that leadership has been in contact with you regarding the delay and move-in concerns. As part of our ongoing effort to resolve this matter, weve extended an offer of $1,000 in account credit. The agreement has been sent to you via DocuSign, and once completed, the credit will be processed and reflected on your ledger.
  
  We hope this resolution addresses your concerns, but if theres anything further we can assist with, please dont hesitate to reach outwere here to help.
  
  Thank you,
  ********
  Advocacy Team
  Progress Residential

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We currently rent from Progress Residential, our ac in our home went out on 7/8/2025. I contacted them that evening and put a work order in for a tech to come out. I was advised my ac unit not working is an emergency but due to it be afterhours they could not get anyone to come out that night. She stated she will put in a request for someone to come out the next morning 7/9. A tech came out to my home later that day which was about 5pm Arizona time on 7/9. He was there for an hour and stated he could not fix the unit because he is not authorized to do so. He advised me to go get portable ac units on my own dime and that he will schedule for a vendor to come out to look at the unit. The tech from ****** Air which is the Vendor Progress hired, did not come out until 7/12. He was there for about an hour and stated there was nothing he could do and that parts had to be ordered but they could not be ordered until Monday 7/14. I contacted Progress several times on hotel accommodations from Saturday until now and most of the time I received no response back. We went hours waiting in the heat some days for them to get back to us. Out of the ***************************************************** the home, they have provided hotel accommodation for 3 nights. The other days we had to pay for our own stays in hotels out of pocket. Fast Forward to 7/18 and we are still waiting on parts to come with ****** Air. I have called both Progress and ****** daily with no help or resolution on how much longer it will be for the ac to be fixed. I was told today 7/18 by Progress that ****** Air will be out to replace the unit. Which ****** told me that's incorrect information and they do not have a repair date in place nor the part. My house currently reads 99 degrees inside and is unlivable. I have a mother getting ready to go through cancer treatments and two younger children. Both ****** Air and Progress Residential are giving us the run around about getting the unit fixed.

  

  Business Response

  Date: 07/25/2025

  Hello,
  
  
  Please see timeline of events below regarding the HVAC:
  
  
  WO #J006702234
  Created on 7/8/25 @6:38pm
  HVAC System not cooling
  Compressor to be replaced.
  7/15/25 estimate received
  7/16/25 estimate approved.
  7/18/25 parts delayed
  7/23/25 scheduled repair
  
  Case #********
  Created 7/9/25 @ 7:32 AM
  Portable AC reimbursement
  Receipt provided
  7/10/25 Credit applied to residents account.
  Case closed.
  
  Case #********
  Created 7/10/25
  Requesting hotel cost reimbursement receipts provided
  Hotel Stays:
  7/9/25 to 7/10/25 Home 2 Suites
  $177.72
  7/10/25 to 7/12/25 Residence Inn
  $475.65
  Credit applied of $627.72 on 7/16/25
  7/13/25 to 7/16/25 AirBnB
  $650.90
  Credit applied on 7/22/25
  
  Resident placed in hotel by Progress per WO notes
  7/12/25 to 7/13/25
  7/13/25 to 7/15/25
  7/16/25 to 7/24/25
  
  
  Thank you,
  ******, Advocacy Team.
  Progress Residential

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are in a lease with Progress residential after we sold our house, we started the lease process July 3rd. We were told our house would be available the 15th of July, then it was pushed to the 17th and then again the 18th for tour the weekend of July *****. Today 07/18/2025 I was informed that our dates has been pushed back until the 21st of July leaving us less once again not knowing if we have a house to live in. Im a father of 3 kids and I have 3 dogs, I have to have responsibilities to ensure they have a home to live in. I was told that move in dates have now become tentative, with no official day. Then we were told to either deal with it or we can find another rental, which is absolutely unacceptable for a company to not assume any responsibilities for their mistakes. I have contacted the client support and local managers without any sort of resolution.

  

  Business Response

  Date: 07/24/2025

  Hello,
  
  
  I confirmed that the home is move-in ready and was told that we have been in constant communication with you, I show your Move-In date for 7/29 - please let us know if you have any further questions or concerns.
  
  
  Thank you,
  ******, Advocacy Team.
  Progress Residential

  Customer Answer

  Date: 07/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *********
  
   
  

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our problem is with the current ************** (Progress Residential) We moved in on 05-05-2025 (paid rent in advance) and we filed our first work order on 05-07-25 due to water issues with toilet. We have continuously filed for the same issue which is water problems within the house and just had our second flood in the early morning this Monday. We put in a work order (this is the second one for the same issue that has grown). But they claim that they have a work order in for this situation for the 23rd of the month but never tried to mediate any of the damages that was caused by the first flood. We have had numerous problems with the house and over 20 work orders and yet none of the issues that we have seem to be an emergency to the company or staff. We are asking for 1st and last month's rent returned to us or they can come immediately to rectify the current situation. We have called, emailed, spoken with almost everyone that will listen, but we have not gotten anywhere! They offered us a $500. concession but the damage has been done. Not one person has slept peacefully since we moved in due to the lack of preparation that was done to make the property tenant ready. We continue to put in work orders but some of them come back denied as soon as we put them in or they come and don't do anything. We have light fixtures hanging from the ceiling, light fixtures are full of water and the maintenance that they did send did not try to prevent any further damage they just took pictures and left.

  

  Business Response

  Date: 07/24/2025

  Hello,
  
  Thank you for reaching out and sharing your concernswe appreciate the opportunity to look into this further.
  
  Following your feedback, one of our local property managers has scheduled a walkthrough of your home for Friday, July 25th to assess the issues youve raised. Once that assessment is complete, well be in a better position to determine the appropriate next steps regarding your resolution request.
  
  If you have any additional questions or information you'd like to share in the meantime, please dont hesitate to reach out.
  
  Best regards,
  ********
  Advocacy Team
  Progress Residential

  Customer Answer

  Date: 07/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are residents with Progress Residential since 04/2024. That summer we were having issues with our ** not cooling enough. They kept coming out, but it never got fixed. This summer we again are having issues with it. It has not been cooling enough just as last summer. Then it wouldn't shut off after reaching the temp it was set at. My electric bill got to $350.00 because of this!! Again, I made maintenance requests. They would come out, do a couple things to it then leave. Then the case would be closed. Then the next day I would have to open a new one for it again. Now, the ** won't blow at all! The ** is probably very old and needs replaced! I am so furious with this crappy rental company! Last night my husband got home and the temp was 83!! I called at 5:30p. I was told we would get a call and someone would be out. We called 6 times between then and 11p. We kept getting told someone would call us. No one ever did! We went to sleep with it 84 degrees in the house! I am livid! They have a recording on the phone before you get a live person about emergency Maintenance requests including for ** not working. I don't even believe they have an emergency Maintenance. We never got a call back and no one ever showed up! But if you pay rent after the 3rd, they immediately charge you a $150.00 fee! After our lease is over we won't be renewing! I feel like they don't give a c*** about their residents! Anyone that is looking to rent a house from this company, DON'T!!!!

  

  Business Response

  Date: 07/18/2025

  Hello,

  Thank you for reaching out about your HVAC concern.
  Upon looking into your account, we see that HVAC work order J006671147 has been marked as completed as of 7/16/25.
  I truly hope your concern has been fully resolved. However, please don't hesitate to reach back out should you need anything further.
  
  Thank you,
  ********
  Advocacy Team
  Progress Residential

  Customer Answer

  Date: 07/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is not returning my security deposit for a rental home. The company has sold the home and I had to move out at the end of my lease and now they wont return my $1875 security deposit. They are claiming I didnt give proper notice of my departure. THEY SOLD THE HOME AND TOLD ME IN WRITING I HAD TO VACATE!

  

  Business Response

  Date: 07/21/2025

  Hello,
  
  
  I am working with leadership on reviewing your account regarding the "Insufficient Notice Fee" - as I understand, Progress is selling the home and you were charged an insufficient notice without being able to put in a 60 day notice regardless, is that correct?
  
  
  Please allow me some time to review attachments, look over emails sent, etc. so we may credit as needed.
  
  
  Please dispute this response through the BBB to keep communication open.
  
  
  Thank you,
  ******, Advocacy Team.
  Progress Residential