Progress Residential, Jacksonville FL

Still waiting on a call back from 3 weeks ago! Billing always messed up and the rate increases are crazy. Your best employee is Joe.

Update: no one still has reached out for the bad mold problem, they say they will get it addressed but nothing ever happens even though they said an ac company will address it, My third lease and they want me to pay to clean mold from ac this company is a joke, they recommend I use a broom and try and clean it, my fence has been broken and rotted out for months and they let me go 3 months without a working stove.

My wife and I rented a Progress Residential property in Jacksonville, Fl for over a year until we bought a house and moved out.

Initially, we had a decent experience (3-4 stars). Prior to the COVID pandemic, they were fairly responsive and would get work orders taken care of without difficulty, though the quality of repairs was minimal (for example, one of the side yard gates wasn't working so they just took some planks of wood and nailed it shut so it neither opened nor closed.).

More recently, we had significant problems. The shower handle in the guest bath broke during normal use (old plastic handle that had lots of calcium deposits) and they sent a repairman who first serviced the WRONG shower handle in the wrong bathroom. He then came back and replaced it. Annoying because the bathroom was out of service for two weeks. Then, two months later we got a bill for $150 claiming that we purposefully broken the shower handle, whereas normal wear and tear is clearly covered in our lease. We called multiple times and were treated unwell, including being told that we "needed to supply proof that we didn't break it" and given the run around. One of the people on the phone told me that they've started sending out bills for things that should be covered and they are having this issue a lot now, so I think it may be a tactic to try and squeeze money out of renters. I get that there's a pandemic that's hurt business, but you have to have some core values including professionalism, decency, honesty, and respect, which have clearly been corroding.

When we moved out, I hired someone for $300 who spent 3 days cleaning the place. It was spotless and much better than when we moved it. Guess what? We still got a bill for cleaning services when we left and they wouldn't overturn it. We even had videos/pics showing a sparkling clean house. They also gave us other bills and problems I wont go into here because these two above are representative.

I will also mention that they did not do a walk through (because of COVID) and thus we had not chance to remediate any issues before hand. One small item- I had patched holes in the wall with the paint supplied for the house and they still billed us for that anyway. I would have liked to have seen where they saw a problem and addressed it first, but they did not provide me this opportunity.

At the end of the day, I found Progress to initially be OK but to end up being expensive, slow, low quality repair, and created lots of problems and hassles with inappropriate and dishonest bills. I am glad to now own my own home and not have to deal with them anymore, though I will say that there were some good people I met along the way who worked at Progress, but the overall corporate atmosphere and structure of how they treat clients is to say the least, unimpressive. I hope they can make improvements and get back to where they were before, if not even better.

Ernest was very professional and friendly he worked quickly and has been the best repair man we have had with progress by far.

Had a very good experience so far end to end. Want to thank Hayden and Jessica for all the support, for our smooth move.

This is a long one so buckle in. It all begins with a lease transfer from one progress home to another. We find the home in the exact area we want and very excited, and call progress immediately to get the ball rolling on the transfer, mind you our first lease with them has no issues, hence our decision to stay with them. The agent we speak with is very helpful, we get a move in / move our date and things are moving along. We are told we would have to move within 12 days. Not ideal but we can make it happen. Approximately 5 days goes by after speaking with this agent and signing the transfer agreement. And no word from the company. So we start emailing and calling with great difficulty in getting any reply’s. Finally we get a supervisor on the phone, and she informs us that everything that previous agent told us is wrong and it will be much more expensive and the day we want to move in isn’t available, and they can’t tell us when move in is possible because that is a different department and she doesn’t deal with them. We have cleaners and movers and trucks paid for at this point for the move and no backing out now with out a lot of expense on our part. It took about a week of pulling teeth and staying on top of them to make the move happen in our time frame. And we are still not done resolving the issues with the lease termination from our first home. They will change previously signed contracts on you and say accounting made mistakes and that it’s the customers problem and will still have to pay for progress’ mistakes.
On to the next issue, we have finally moved in and are getting settled and think the worst is behind us now, my wife and I come home from a late evening dinner to the sound of rushing water, we quickly find a busted pipe in one of the bathrooms going off like a fire hose, dumping 100’s of gallons of water into half of the house. To go through progress emergency line will take about 20 minutes the first time because of all the menus and automation, only to find out the “handyman” is 45 minutes away. He finally arrives and “fixes” the broken pipe. Water reclamation people come out and evacuate the water and begin the drying process. 12 hours later the “fixed” pipe breaks again. Luckily we know how to turn off the water to the house now, and about 6 hours later real plumbers show up and correctly fix the problem and explain they are dumbfounded that the handy man did such a poor job. Water reclamation people come out again and then we wait, several days go by with us trying to get a call back or reach anyone at progress. Mean while the house has walls damaged doors swollen, cabinets ruined, floors ruined, and it’s only getting worse. Then we have another flooding issue in a seperate part of the house, despite me specifically requesting plumbers to fix it and not to send the “handyman” guess who shows up. He jiggles a few knobs and says it’s fixed. The next day, flooding.real plumbers come out and say that guy has no clue what he’s doing, there was a very obvious leak on the hose extension for the kitchen sink and the faucet needs to be replaced. Finally fixed and done. 10 days later we are still trying to get someone to the house to access the damage so we can get repairs started and so we can finish moving in. Progress doesn’t know what services the various vendors offer, they kept scheduling the same water reclamation people who don’t deal with tearing up floors and wall and door repair. Finally get a contracter out to access damage. Wait about 6 days to hear anything, and then when progress finally calls to scheduling something they gave us less then 48 hours notice to drop everything and have them the repairs, If not it’ll take another two weeks, because we weren’t available right away they are now making it sound like this is all our fault.
The company is abhorrent at communication, I really can’t understand how they are a successful business, each department just blames a different one for any problems, they promise call backs and never do, I’m out of words, good luck with them!

Very misleading, very unprofessional, highly DON'T RECOMMEND I have rented from this company for 7 months now and still having the same issues from day one. My fridge won't make ice.and they have sent maintenance out FIVE times with the wrong part.

Kenney S the maintenance guy is fantastic. Very knowledgeable and friendly. Will be requesting him for future maintenance needs. Called ahead and showed up within expected time frame. He spent the time to show and explain what he fixed and how he fixed it.

Kenny S.always does an excellent job making sure everything is fine with our property. He’s very knowledgeable and has great character. Its comforting to know that someone of his caliber has our backs when needed.

Kenneth S was quick and responsive to address our work order! He did a great job and was on time

It was the first time that I solicited a repair to Progress Residential and They send Alejandro Melendez to do the job, and let me tell you he went above and beyond to solve the problem I had with the range unfortunately the problem wasn't fixable but he ordered a brand new range and 4 day after I had a brand new range. I been renting with progress 2 years and never had a problem with the property nor appliances. Thank you Alejandro for your help. And thank you Progress Residential for taking serious care of your tenants need and repairs.

I’ve had to call maintenance a couple times for various things, and y’all their team- especially mister Kenney s- is wonderful. They have been super helpful, attentive, proactive, and just nice to work with. I can not say enough good things about kenney, the maintenance man, though. He is worth a 5 star review all by himself. He goes above and beyond and truly treats each call like his own home. So thankful for him!

Mr. Kenny came in and did a excellent job it did take him long at all to fix the problem thank you

Kenny S arrived within the time frame given to me. He was knowledgeable, kind, professional, and did not take too long to complete the work. I appreciate the explanations he provided to me which will help if I have any similar problems arise. Thank you!

Kathleen Thompson, our Realtor from Progress Residential is very easy to talk to, professional and gets the answers we need. She made the process simple and smooth. You will be so happy when she is your realtor.

Progress rentals homes are updated which is what drew us to the company however it has been several issues lately. If you rent from them expect above market rent increases when it is time for lease renewal. They raised rent 9.5% when the nationwide average for year to year rent increases is 3-5%. During a global pandemic at that while other rental companies were not raising rent. If you have an issue good luck talking to somebody we had emailed multiple supervisors and continued to get the run around from the same person when requesting to speak with someone else. Now we are trying to compete a service request we submitted that their site clearly states they do and we are getting the run around on that now too. We ran out of time with the holidays to find a new rental so we just renewed but will definitely not being a rent progress customer after this lease is up.

I rent from Progress as of July 1st, 2020. To say the least, I’m very unhappy with this company; they are very unresponsive when it comes to answering questions, replying to us about HOA, or even requesting maintenance. Before we moved in, the door to the pantry broke off it’s hinges, we were real worried about it. Let them know and we’re told they’d have someone out before we moved in. They never did, the door is still broken. You can send email after email and they still don’t get back to you in a timely manner, they don’t answer their phones, and tend to act clueless when they do. One of the bathroom drains were clogged because when whoever repainted the house, they cleaned the brush off in the tub. They make renters pay for maintenance for some awful reason, as if nearly 2k isn’t enough money - and it’s not even our actual house.
They also slip in the renters insurance exemption fee on the rent, so watch out for that. Everyone in my household has renters insurance, and they’re racking an extra 15$ onto rent as if we didn’t email it to them beforehand. They don’t clean the outside before you move in either, so watch out for the 45.00$ charge for a piece of paper in the mail. Mind you, we’ve only been in the house for a few months and the driveway looked like it had never been pressure washed.
The house itself is nice, there are a few palmetto bugs here and there but that’s just florida, not really their doing. Overall, I wouldn’t suggest this company to my worst enemy. Just watch yourselves if you do go with them, save all the pictures, texts, emails, anything that you get from them because I won’t be surprised if they don’t give us back the security deposit.

Kenny Duncan came to fix my AC and some leaky plumbing and he was phenomenal! Very knowledgeable, polite, efficient and respectful. I would recommend him and request him specifically for all my future home repair needs.

I lived in a progress residential home for over 3 years. When I was finally able to buy a home I called progress residential several times to clarify what my responsibilities were upon move out. Most specifically in regards to carpets and their normal wear and tear and painting. I was informed by their representative that carpet replacement with normal wear and tear would not be my responsibility because I lived in the home for as long as I did. They also told me the same about painting. They recommended a cleaning company that was contracted through them for me to hire. I hired said company and paid them 575.00 then left the receipt on the counter like I was instructed to do. I replaced every blind in the home with brand new ones the day before leaving the keys. Progress Residential refused to do a home walk through in person on move out day due to COVID. Here I am a month later and they are charging me 450.00 for cleaning, 425.00 to replace blinds, and another 80.00 to remove trash that I had not left behind. I called to talk to them about it and they said all I can do is email them about any disputes. On top of the fact they raise your rent a hellatios amount every time you renew your lease, they also sneak in hidden charges like a renter insurance fee every month and charge the tenants for any maintenance to THEIR homes. Stay clear and either rent from a local home owner or find a way to buy a home yourself.

Great company if you don’t have the best credit.
That’s about it.
They should make a commercial, it would go a little something like this:
Have a bunch of stuff going on in life? Coronavirus got your job down? Think things can’t get any worse? Having to work two jobs just to pay rent? Don’t worry! Progress Residential has your back!
They will be sure to up your rent on a yearly basis to make sure you’ll struggle for years to come!