Complaints

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:02/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 moved into a rental in *********** in ***********, SC in December 2022 and our lease was to end on December 20th, 2023. On November 20th, 2023 we moved out of our rental house, out of state. We went through the entire move out process with Progress Residential (professional cleaning - receipt submitted as proof, setting up maintenance to look at our house for damages, etc). Progress told us that we would complete the move out since we were moving out of state but that we would have to still pay December rent, minus utilities. We agreed to this. On November 30th, just 10 days after we physically left the house, Progress Residential sold to Cushman and Wakefield and we lost all contact with our Progress admin. I contacted the new company explaining to them the situation since we were no longer in state because they sent a mass email out saying the portal wasn’t set up so we had to physically drop a check off for December rent. I asked that December rent be deducted from our deposit that we were owed since our lease is ending. They agreed to this. They then claimed we never paid Nov rent, I sent bank statements proving we did. After months of fighting for our deposit, they sent us the check. 6 months later, we received a collections notice for the amount of our rent. We do not owe this company any money. No one will answer my phone calls or emails. No one is willing to explain what the collections for. We moved out over a year ago and we’ve been fighting this company ever since. I believe they are frauds and just want to get money out of us. I’ve asked others who live in the neighborhood if they have had issues and they state they have also gone through the same thing. I do NOT owe Cushman any money. They owed us a deposit, which they have paid to us. Why would they give us our deposit back if we owed them money?

• Initial Complaint

  Date:07/24/2024

  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.

  While we have a few minor issues, the major issue is due to Air Conditioning. On July 8th we raised awareness to our property manager that our AC wasn't working. Since this occured in summer, she said it was an emergency issue and we raised it as such. It's been two weeks and three days since we have has AC. It's been excuse after excuse. The property manager has now wanted to reply to most of our emails. They said an HVAC company was supposed to fix the problem on 7/22, but was a no show. There was no proactivity on their part. They said they should show up on 7/23 and was again a no show. We called and emailed the property manager twice with no response. We texted maintenance as well with no response. For what we pay for rent, we expect results. They seem to not care about tenants or taking care of the property. It should not be up to the tenants to reach out for updates as we do not contact the HVAC company. Now, we're having to shell out money for a hotel room that I know we will not get compensated for. We'd like, at minimum, an immediate repair.

  Business Response

  Date: 08/20/2024

  Thank you for reaching out regarding the customer’s concerns about her HVAC repairs. We take these concerns very seriously and sincerely apologize for the issues she faced with her HVAC system.
  
  Once the issue was reported, our service team promptly responded and initially believed they had repaired the problem. However, the resident later reported that the unit was still not cooling properly so our service team revisited on 7/11/24 and determined that the blower motor was likely faulty. To ensure the repairs were completed correctly, we hired a third-party HVAC company. In the meantime, we provided the resident with a portable AC unit for temporary relief.
  
  Thompson and Thompson visited on 7/17/24 (their earliest available appointment) and conducted their own diagnosis. They ordered the necessary parts and scheduled the repair for 7/22/24. Unfortunately, they had to reschedule to 7/23/24, and when they did not arrive as planned, we followed up for an ETA. They informed us that due to an accident involving one of their technicians, they had to reschedule for July 25th. After speaking with a supervisor, we managed to get them to come out on 7/24/24 to complete the repairs. A new fan motor was installed, and the AC is now functioning properly.
  
  We understand that our customer was frustrated by the delays from the third-party vendor, but we worked with the available resources to complete the repairs as quickly as possible. We deeply apologize for the delay our customer experienced.
  
  We followed up with the resident on 7/24/24 to confirm that the customer was satisfied with the repairs. Additionally, maintenance followed up again on 7/26/24 when they removed the portal HVAC unit from the resident's home.