I usually do not leave reviews unless I have something positive to say.
I love my home in Jacksonville rented through Progress Residential. However, the customer support, communication (or lack there of), and overall experience with Progress Residential is horrible beyond explanation. I can write a novel on how poor of a property management company Progress Residential is.
As a rental property owner & manager myself, I want homeowners who are prospecting to use this management company, and tenants planning to rent a home from this company to be aware of the fact that this company is incredibly poorly ran and the tenant experience is atrocious. Do not hire this company to manage your home. Be very weary of renting from this company if you’re a tenant.
I will continue to enjoy the home I rented here in Jacksonville. I absolutely love the location, the home, and the city. I also find it highly important to share this note about Progress Residential.
KM
Kitsune Mars
Sep 24, 2026
Imagine you have a water leak. This company hires a contractor that comes, makes a hole in your house and then leaves. There is still a leak and water damage. Supposedly a work order is scheduled and Progress gives you a time and date for the vendor to show up so you change your work schedule and then no one shows. You call the contractor and they say Progress hasn’t even approved it yet. You call Progress and they say that the department that approves it has no way to be contacted EVER and you just have to keep waiting until they approve it. You ask to create a claim so you don’t have to keep missing work as they keep sending you messages that workers are coming but for unapproved work and they say they cannot create a claim and to “just contact the vendor” who is waiting for approval from Progress. It has been 10 days with a leak, holes, and water damage. We have no answers. That’s what it’s like to live with Progress.
JA
Jessica Ammon
Sep 23, 2026
you’re considering renting from Progress Residential, read the reviews first. I genuinely wish we had.
My son moved into a Progress Residential owned home the middle of August. What we quickly learned is that when something goes wrong, there appears to be virtually no meaningful way to reach an actual property manager or anyone with authority to solve a problem.
Internet service is included in the rent , yet he moved in with no functioning internet and no clear instructions explaining how to activate it. Because Progress already had service associated with the address, AT&T repeatedly canceled attempts for service to be set up. Therefore no choice was left but to call and inquire :
Opened a case with Progress on September 1 and were told someone would contact us within 24 hours. The next day no one contacted so called again. This time it was relayed would be 48 hours.
Nobody ever did.
Spent hours going back and forth trying to figure out Progress Residential’s own system.
Ultimately, the problem was simple: the router Progress left in the house was defective and couldn’t be self-activated. An AT&T technician had to come out. Which took several calls and 2 no shows
The entire situation took nearly a month to resolve. There are students and people working from home in this house, and we estimate we spent roughly 16 hours on phone calls trying to solve a problem that Progress should have helped resolve from the beginning. And would not have taken much time at all. Assuming the property manager was competent.
I asked about escalating the issue since a week passed and ZERO repsonse or courtesy call. Was told there was no escalation process. I even asked what would happen if something as serious as an air conditioner stopped working over a weekend. Same answer. Just wait around - indefinitely.
3 weeks later , we received an email saying the case was CLOSED.
Nobody from Progress had ever called us.
When I called on September 23 and asked how they could possibly close a case without ever speaking to us, I was told they had emailed a link on September 9 and zero explanation.
The case opened on September 1, were promised contact within 24–48 hours, and 9 days later they sent an email with a link. Apparently that was enough to eventually mark the problem “resolved.”
When I questioned why it took 9 days when promised 24–48 hours, the explanation was that things happen — someone could have been “on vacation or sick.”
I started reading other residents’ reviews. I wish I had done that before the lease was signed. The recurring complaints about unreachable staff, endless 800-number customer-service loops, promised callbacks that never happen, cases being closed without meaningful resolution, and residents having to chase Progress for answers was nobody takes ownership of a problem. This is what to expect.
1) You learn of issue or problem. 2) You call or wait on hold or elect to get called back. ( they do call back ) 3)They create a case. 4) no one responds
5) You call again. 6) They tell you they can’t provide an update or let you know when you will be contacted. 7) Nobody calls. 8) You call again. They tell you there’s nobody to escalate to. 9) Then eventually you receive an automated email telling you the case is closed.
********A case number is not customer service. An automated email is not customer service. Reading a script explaining why you can’t help is not customer service. And closing a ticket doesn’t mean you resolved a problem. *****Residents should be able to reach an actual person who has both the authority and responsibility to solve a problem.
Read the reviews before signing a Progress Residential lease. We didn’t. That was a big mistake .
AP
Andre'a Perry
Sep 9, 2026
This place wasted our time, raised our hopes and took our application money in what seems to be discrimination towards people with low income. There is a "Rental Assistance" area of their website, which is supposed to contain listings for homes already vetted for the Housing Choice Voucher, yet is always empty. I called to inquire about this and was told that though there are no homes listed in that section, we could apply for any listed home on their website within our voucher limit. I also checked the "Before You Apply" section of the website which does not list any specific requirements for HCV recipients or a specific credit score requirement, but clearly states that applications won't "necessarily be dismissed purely for low credit scores or blemishes." We self toured the homes, went lengths to gather application funds of $110 (55 per adult) though we both have been ill/injured since December of last year. We applied for the home we loved, submitting all housing choice voucher documentation requested, and received a follow up email about the next steps with the housing authority. Thirty minutes after receiving that email, we were notified that we were denied PURELY FOR THE CREDIT SCORE, which tanks when you are ill and can't work to pay your bills for almost a year. The denial letter said that the credit score didn't meet requirements, yet there is still no listed credit score requirement in the "Before You Apply" section of anywhere in the application. Had we been made aware of a contradictory credit score requirement before hand, we would not have wasted our time or resources gathering money for the application that they FIRMLY do not refund. I've reached out via phone and email twice.The first phone rep said that anyone denied for credit or income can apply to a home listed in the "Rental Assistance" section, the section that never has listings. He said that I could email the seemingly unmonitored address listed in the denial letter for more information, and that there is no refund for the application. The second rep said that though the website says "you won't be necessarily disqualified for a low score or credit blemishes" , I was, and there's NO DISPUTING IT AND NO REFUND as they used the $55 to pull the credit that they're not supposed to disqualify us for. When I asked why credit history would be used when applying with the Housing Choice Voucher if income is not even used, and she replied "low income doesn't mean bad credit". Unsavory Discrimination.
TJ
Tanisha Jones
Sep 2, 2026
If I could give Progress Residential ZERO stars, I would.
My experience with this company has been exhausting, frustrating, and honestly heartbreaking. They are relentless when it comes to collecting money, but when it comes to actually caring about the people who pay them, there is a completely different story.
I am a RETIRED 100% DISABLED VETERAN living on a fixed income. My sister, who is ACTIVE-DUTY MILITARY, was my guarantor because I needed her financial backing to qualify for this home.
Now she has received orders to relocate overseas. Progress Residential refuses to consider her military orders toward waiving the termination fee because she is a guarantor and not a resident.
So her military status, credit, and financial responsibility were good enough when Progress Residential needed them to approve my lease, but now that her orders have created circumstances requiring me to terminate the lease, suddenly her military service doesn’t matter?
I sacrificed my mental health, my body, and my health serving this country. This is the thanks I get? To be treated like nothing more than an account number while a company piles fees onto me and refuses to have an actual conversation?
And the fees don’t stop.
I am now facing an early termination charge equal to TWO MONTHS’ RENT, approximately $1,000 in utilities, and disputed late fees. My rent has NEVER been late. My utilities have NEVER been late. Yet somehow I am still fighting multiple fees.
Now that my lease has been terminated and I have surrendered the property, I am STILL seeing utility charges on my account for September. Before that, Progress Residential charged me for future utilities that hadn’t even occurred and included old May charges in August, then added a late fee. I shouldn’t have to keep fighting just to get a clear explanation of what I’m being charged for and what dates of service these charges actually cover.
And let’s talk about the RENT INCREASES. Year after year, my rent kept increasing, while the problems with the property and the quality of customer service continued. The price kept going up, but the service certainly didn’t.
I was also charged $420 for pressure washing after I was already communicating with Progress Residential and actively trying to find someone affordable to do it. Instead of allowing me to handle it, they sent someone themselves, charged me $420, and then added a late fee.
For TWO YEARS, my AC went out multiple times a year. No compensation. No apology. No meaningful acknowledgment of the repeated inconvenience.
The windows are poorly sealed and allow lizards/geckos into the house, making opening them for fresh air almost impossible. I have also had to pay for lawn service and was even asked to re-sod the lawn, expenses that feel more like homeowner responsibilities than normal tenant responsibilities.
And trying to get someone to actually help? Good luck.
Calls aren’t returned. Emails and chats often get generic, copy-and-paste responses with NO substance, NO actual answers, and NO real resolution. You can explain your situation repeatedly and still receive a response that makes it feel like nobody actually read what you wrote. Nobody wants to take ownership of the problem.
This company has shown me what feels like GREED with absolutely no regard for the people on the other side of the bill**; Not even veterans or active-duty service members.**
They are relentless when they want their money. But when a tenant needs understanding, communication, or a reasonable solution, suddenly nobody is available.
After two years, my advice is simple: DOCUMENT EVERYTHING. Save every email. Screenshot every chat. Take pictures. Keep every receipt. Read every line of your lease.
Because if you have a problem, you may find yourself fighting just to get someone to listen.
I would NEVER recommend Progress Residential.
