Complaints

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

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  ZRS Management LLC

  2001 Summit Park Dr Ste 300 Orlando, FL 32810-5907

• 

  ZRS Management LLC

  20525 S Charleston Boca Raton, FL 33434

• 

  ZRS Management LLC

  7600 Highmeadow Dr Houston, TX 77063-4800

• 

  ZRS Management LLC

  1919 Clarendon Blvd Arlington, VA 22201-2918

• 

  ZRS Management LLC

  200 E Broward BLVD Ste 1200 Fort Lauderdale, FL 33301

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:06/11/2025

  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.

  Beginning of complaint cigarette smoke on a non-smoking property beginning November 25, 2025 filed several notarized complaints parallel to complaints were a worsening of conditions with retaliations of caustic chemical chemicals coming into the unit. Complaints were made about the gaseous caustic chemicals and pesticides coming into unit as the complaints were made to the leasing office the gaseous caustic chemicals accelerated into my unit. I do believe there is connection between the complaints at the leasing office in retrospect as the worsening happened within the residence. Several calls have been made to police fire department. The gaseous chemicals coming into the unit currently have landed me in the hospital. All request for reasonable accommodations have been denied by leasing office. All reports have been denied by **************. Made a notice to vacate within 30 days for unreasonable, living conditions.

  Business Response

  Date: 06/11/2025

  Hello, 

  We have been in frequent, ongoing contact with this resident. We have engaged multiple resources such as police and our courtesy officer to corroborate and investigate Ms. ******** claims, however there have been no basis for these claims about noxious chemicals coming into her apartment despite multiple attempts to confirm over the course of several weeks. We have received complaints from neighboring residents regarding her somewhat bizarre and combative behavior toward them and we are working with legal counsel on demanding for her to remedy noncompliance of her lease (disturbing quiet peaceful enjoyment of the property for neighboring residents). 

  Business Response

  Date: 06/12/2025

  Date Sent: 6/11/2025 5:08:06 PM
  

  Hello, 

  We have been in frequent, ongoing contact with this resident. We have engaged multiple resources such as police and our courtesy officer to corroborate and investigate Ms. ******** claims, however there have been no basis for these claims about noxious chemicals coming into her apartment despite multiple attempts to confirm over the course of several weeks. We have received complaints from neighboring residents regarding her somewhat bizarre and combative behavior toward them and we are working with legal counsel on demanding for her to remedy noncompliance of her lease (disturbing quiet peaceful enjoyment of the property for neighboring residents). 

• Initial Complaint

  Date:06/05/2025

  Type:Order 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 am a current tenant at *********************** in ***************************************** by ZRS Management LLC. Since July 2024, I have submitted repeated complaints to onsite management and corporate regarding excessive noise disturbances from both the upstairs neighbor and the garage located directly beneath my unit.Ive emailed the property manager ***** ******* and ****** **** (CCIM) at ZRS corporate multiple times with supporting documentation, including videos, audio clips, and detailed incident reports. The disturbances include constant stomping, dog activity, slamming, and loud vibrations that continue through the night and early morning hours.Despite this clear and consistent communication from July 2024 through June 2025, no meaningful action has been taken to resolve the situation. Ive tried to work things out respectfully and even asked for a lease termination with a reduced fee due to the emotional and mental toll this has taken. I was told the $3,125 lease break fee still applies, regardless of the circumstances.I believe this is a breach of my right to quiet enjoyment, and Im filing this complaint to seek accountability from ZRS Management at the corporate level for failure to resolve a clearly documented and ongoing habitability issue.

  Business Response

  Date: 06/11/2025

  Since July 2024, the resident at ************ Apartments has submitted multiple complaints regarding noise disturbances from the upstairs neighbor and the garage below her unit. Management has responded to and addressed each of these concerns in a timely and consistent manner, including logging reports, conducting follow-ups, and offering reasonable solutions.
  Despite these efforts, the resident has exhibited behavior that has contributed to the conflict. Specifically, there have been documented instances of the resident approaching the upstairs neighbors door, banging on it, making faces at their Ring doorbell camera, and engaging in confrontational behavior that violates the terms of the lease agreement. As a result of feeling uncomfortable and harassed, the upstairs neighbor has chosen to vacate the unitan outcome that was intended to help resolve the situation for the resident.
  It is important to note that management has taken all reasonable steps to provide support and uphold the residents right to quiet enjoyment. However, the resident has declined reasonable alternatives, such as an internal transfer, and continues to insist on a lease termination without penalty, despite the circumstances not meeting the criteria for such a concession. Management has made good-faith efforts to address the habitability concerns while also maintaining the integrity of the community and the lease agreement.

  Business Response

  Date: 06/11/2025

  Date Sent: 6/11/2025 11:25:23 AM
  Since July 2024, the resident at Lenox Sienna Apartments has submitted multiple complaints regarding noise disturbances from the upstairs neighbor and the garage below her unit. Management has responded to and addressed each of these concerns in a timely and consistent manner, including logging reports, conducting follow-ups, and offering reasonable solutions.
  Despite these efforts, the resident has exhibited behavior that has contributed to the conflict. Specifically, there have been documented instances of the resident approaching the upstairs neighbors door, banging on it, making faces at their Ring doorbell camera, and engaging in confrontational behavior that violates the terms of the lease agreement. As a result of feeling uncomfortable and harassed, the upstairs neighbor has chosen to vacate the unitan outcome that was intended to help resolve the situation for the resident.
  It is important to note that management has taken all reasonable steps to provide support and uphold the residents right to quiet enjoyment. However, the resident has declined reasonable alternatives, such as an internal transfer, and continues to insist on a lease termination without penalty, despite the circumstances not meeting the criteria for such a concession. Management has made good-faith efforts to address the habitability concerns while also maintaining the integrity of the community and the lease agreement.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23429619
  
  I am rejecting this response because:

  
  
  I am appalled and deeply disappointed by the response submitted by Lenox Sienna Apartments and ZRS Management. Their statement is not only factually inaccurate but crosses into the territory of defamation and retaliation.
  
  
  At no point have I been made aware of any formal complaints against me regarding aggressive or confrontational behavior nor has any documentation been provided to support the serious claims theyve now submitted publicly. To have these accusations surface only after I filed formal complaints with the BBB, HUD, and the Texas Attorney General is textbook retaliation, in violation of my rights under the Fair Housing Act and Texas Property Code 92.331.
  
  
  If management genuinely believed these accusations held merit, they would have:
  
  
  Informed me in writing at the time of the alleged behavior,
  Taken action under the lease agreement if it truly constituted a lease violation, and
  Included such claims in their earlier correspondence which they did not.
  
  
  Instead, theyve chosen to weaponize falsehoods in a public forum, putting my name and character at risk. That is defamatory and legally actionable.
  
  
  Let me be clear:
  
  
  I submitted months of documented complaints, including video evidence and communication logs.
  I did not refuse reasonable alternatives I declined an internal transfer to the same environment, which does not resolve the garage vibration issues below my unit.
  My request for early lease termination stems from ongoing habitability issues, not hostility.
  
  
  
  
  I will be submitting this BBB response to HUD and the ********* office as further evidence of retaliation. I am also reviewing my legal options regarding defamation.
  
  
  I stand by my request for a penalty-free early lease termination, and I will not tolerate efforts to discredit or intimidate me for exercising my tenant rights.
  
  

  
  
  Sincerely,
  
  T'Nerra Reason

  Customer Answer

  Date: 06/25/2025

  On June 11, 2025, Regional ********************* informed me that I would be released from my lease agreement without penalty or the requirement to give notice, under specific stipulations, which I agreed to. I confirmed that I would follow up once I had a move-out date.
  
  
  On June 18, I sent an email confirming that I would be vacating the unit on July 7, 2025. ******* responded approximately an hour later, stating that their legal team would be sending over the lease termination agreement that same week.
  
  
  As of today, I have not received the agreement, nor have I received any further communication from ******* or the company. I have made multiple attempts to follow up, including emails sent on June 23 and June 24, and I also left a voicemail on June 24.
  
  
  Despite being told that the lease would be terminated under agreed terms, I am now being ignored. This lack of communication is highly unprofessional and leaves me in an extremely vulnerable position as my move-out date approaches.
  
  
  If this matter is not resolved and a balance is reported to any credit bureau, I will be forced to take legal action.
  
  

  Customer Answer

  Date: 06/25/2025

  On June 11, 2025, Regional ********************* informed me that I would be released from my lease agreement without penalty or the requirement to give notice, under specific stipulations, which I agreed to. I confirmed that I would follow up once I had a move-out date.
  
  
  On June 18, I sent an email confirming that I would be vacating the unit on July 7, 2025. ******* responded approximately an hour later, stating that their legal team would be sending over the lease termination agreement that same week.
  
  
  As of today, I have not received the agreement, nor have I received any further communication from ******* or the company. I have made multiple attempts to follow up, including emails sent on June 23 and June 24, and I also left a voicemail on June 24.
  
  
  Despite being told that the lease would be terminated under agreed terms, I am now being ignored. This lack of communication is highly unprofessional and leaves me in an extremely vulnerable position as my move-out date approaches.
  
  
  If this matter is not resolved and a balance is reported to any credit bureau, I will be forced to take legal action.
  
  

  Customer Answer

  Date: 06/25/2025

  On June 11, 2025, Regional ********************* informed me that I would be released from my lease agreement without penalty or the requirement to give notice, under specific stipulations, which I agreed to. I confirmed that I would follow up once I had a move-out date.
  
  
  On June 18, I sent an email confirming that I would be vacating the unit on July 7, 2025. ******* responded approximately an hour later, stating that their legal team would be sending over the lease termination agreement that same week.
  
  
  As of today, I have not received the agreement, nor have I received any further communication from ******* or the company. I have made multiple attempts to follow up, including emails sent on June 23 and June 24, and I also left a voicemail on June 24.
  
  
  Despite being told that the lease would be terminated under agreed terms, I am now being ignored. This lack of communication is highly unprofessional and leaves me in an extremely vulnerable position as my move-out date approaches.
  
  
  If this matter is not resolved and a balance is reported to any credit bureau, I will be forced to take legal action.
  
  

  Customer Answer

  Date: 07/05/2025

  The issue I experienced has since been resolved privately and satisfactorily. As such, I kindly ask that my review be removed from the businesss BBB profile.
  
  

  Customer Answer

  Date: 07/07/2025

  Date Sent: 7/5/2025 5:03:08 PM
  The issue I experienced has since been resolved privately and satisfactorily.

• Initial Complaint

  Date:05/29/2025

  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.

  To Whom It May Concern,I am submitting a formal complaint against ZRS Management, LLC, the management company for ****************************************************. For nearly four months, I have been dealing with a serious and unresolved issue involving my patio door, which impacts both safety and habitability.When I moved into the apartment, I immediately reported and documented that the bottom section of the patio door was bent and would not seal properly. This has created a constant draft and a loud whistling noise that makes it extremely difficult to sleep or focus. The noise is so severe it sounds like a jet engine from the wind cutting through a crack, and I have taken videos to document the issue. The gap also poses a clear safety concern during storms and high winds. Hurricane season is starting in less than a week. Ive mentioned that to them several times too. Despite daily visits to the leasing office and numerous follow-up emails, no action was taken for over two months. When someone was finally sent to assess the issue, they misdiagnosed the problem. A contractor was brought in weeks later with a hinge, which did not address the real issue. The contractors attempt made the situation worse. I documented the door before and after the failed repair. Since then, I have received no communication from management for over three weeks.This ongoing neglect has forced me to seal the door myself using foam insulation. Ive had to choose between unbearable noise or giving up access to the balcony I pay for. My utility bills have also gone up due to the air leakage.ZRS Management has failed to take appropriate action despite knowing the severity of the issue. I am requesting that this matter be investigated and addressed.Sincerely,

  Business Response

  Date: 05/30/2025

  Hi ****, we apologize for the experience you have been dealing with. The balcony door you are referring to is a special made door and has special mechanisms that allow it to seal and close properly. After discussion with the maintenance supervisor at 55 West, it appears a vendor assisted with hunting down new hinges for the door, however when these came in they did not properly fit. Please note a repair is in the works and the maintenance supervisor is working to get the correct parts to repair your door. Alternatively, we are also collecting bids to replace the door should parts not be available to make the repair. We appreciate your patience as we work to correct the issue and we will make sure you are provided regular updates moving forward. 

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair 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.

  Ive been a resident of *********************************************** since February 2024, and Ive been struggling with ongoing pest issues in the bathroom and the kitchen for several months. Despite reporting the problem repeatedly, nothing beyond routine weekly sprays has been done, and the issue still persists.Last year, I had to go through an entire month where my pest control appointments were repeatedly canceled without explanation. I later found out the provider contract had ended and there was a delay in finding a new one. Recently, my wife has started experiencing health issues due to the on going pest issues, which has made the situation unmanageable for us.I am requesting either a transfer to another unit or an option to terminate my lease early.Please please help me out.

• Initial Complaint

  Date:05/19/2025

  Type:Product 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.

  The tenant moved in on February 28, 2025. I submitted my W-9 and invoice during the first week, as requested. Despite sending everything in a timely manner, I have received inconsistent and vague updates. I was repeatedly told that the payment was being processed, that the check would be cut the following week, or that I would receive a call back yet I never received any return calls.Ive had to follow up countless times for a single payment. In my experience, I have never had to chase down payment this extensively with any apartment complex. Each time I call or email, I receive the same generic response, and no one seems to have a clear ********* this point, after exhausting all other options, I feel I have no choice but to file this complaint with the BBB.

  Business Response

  Date: 05/19/2025

  Good evening,

  
  The complainant was originally emailing a previous employee at an unmonitored email address. There is an auto response to let senders know. Once we received the his e-mail through property email address in March, we requested his invoice and W9. A W9 was sent, however, we did not receive an invoice until April 3rd. As you can see in the attachment, it is dated 4/1. The check was sent on 5/15 as you can see in the attachment.

   

  Thank you,

  Business Response

  Date: 05/19/2025

  Good evening,

  Upon speaking with the community manager, it was determined that the original correspondence was being sent to an email address that is no longer monitored. The W9 was sent to the community in March, and the invoice was received on 4/3. The invoice in question is dated 4/1. The invoice was paid on 5/14 with check number *****. It was mailed to ***************************************************. Please let us know if you have any questions or if we can assist with anything further.

  
  Thank you.

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/15/2025

  Type:Product 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 am filing a complaint against ZRS Management and property manager ********* ******* regarding my lease at **************************************. After a break-in, management failed to notify me of suspicious activity and boarded up the door instead of properly securing the unit. When I attempted to vacate due to safety concerns, my request to terminate the lease was denied. On May 14, 2025, Bathsheba changed the locks without a court order or written notice, even though I had not surrendered the unit.I believe this constitutes an illegal lockout under Georgia law and am seeking confirmation of lease termination and a refund of my security deposit. I am also in the process of contacting the ****************************** and Department of Community Affairs as well.

  Business Response

  Date: 05/23/2025

  Hello,

  I will respond to Ms. **** as well, but wanted to send a record of communication between myself and Ms. ***** where we have agreed to a final resolution regarding her account and move out charges.

  Business Response

  Date: 05/23/2025

  Hello Ms. ************* am sorry that you had to go through this. We do not want to add any more stress than you already have due to the recent break-in and having to move. I do not think it was Ms. ********* intent to lock you out of your home. I believe she was under the impression that you had already moved from your communication with her. As we have already discussed, unfortunately, we do have to charge a lease break fee when someone ends their lease early. However, as agreed, in this situation, we are willing to reduce this fee and apply the remainder of your May rent payment and your security deposit to it, so that your balance at move out will be $0. 

  I feel that our agreement is fair, and I hope you do too. I am disappointed that your residency ended on such a bad note. Please let me know if there is anything else I can do to make this right.

  Sincerely,

  ****** ****

  Regional Property Manager

  ZRS Management

  Customer Answer

  Date: 06/02/2025

  Mrs. **** and I did come to a settlement to resolve the financials  though I am still concerned with the actions of the property manager ********* *******. 

  Customer Answer

  Date: 06/03/2025

  Date Sent: 6/2/2025 9:24:28 PM
  Mrs. **** and I did come to a settlement to resolve the financials  though I am still concerned with the actions of the property manager ********* *******. 

• Initial Complaint

  Date:05/15/2025

  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.

  My family and I currently reside in a unit managed by ZRS Management. We have submitted multiple formal complaints, more than five regarding excessive and ongoing noise disturbances from the apartment directly above ours. These disturbances occur regularly and significantly disrupt our sleep, peace, and overall ability to live comfortably in our home. Despite our repeated reports and requests for assistance, the on-site management has failed to resolve the issue or enforce community noise policies. No clear plan of action has been shared with us, and the problem has only continued, with no relief provided. As a result, the situation has caused severe emotional distress and anxiety for our entire household. We no longer feel that the unit is habitable or that our concerns are being taken seriously by management. We recently requested an early lease termination due to the unlivable conditions. However, we were told we would have to pay:A $7,750 lease break fee, and full rent for June and July, even if we move out immediately.We view this as completely unacceptable. The property management has failed to maintain a livable environment and has not upheld its responsibility to provide a safe and peaceful home as outlined in the lease and local housing standards.

  Business Response

  Date: 05/22/2025

  I have been in contact with ******* regarding her request to move out with no penalty.  Based on correspondence with her and her request for the office to no longer communicate with the upstairs neighbor we were unable to get the noise to come to an end.  Prior to being asked to stop correspondence the onsite Property Manager had called and had an in-person meeting with the upstairs neighbor.    These situations typically take more than two conversations from the office.  Because all of the noise was happening late in the night we did ask if the police were involved.   The police were never called to help to enforce quiet hours.  The involvement of the police could have helped to curb the issues and would have given us something we could have walked into court with our provided to our attorneys if we had been allowed to continue to try and solve the issues.  I can supply emails from the ******* that shows she requested we stop all communication with the upstairs neighbor.   The claim that we failed to maintain a livable environment or per her one emails claim that we were unwilling to enforce to enforce the most basic policies is not at all accurate.  In order to enforce policies, we need to be able to communicate with those violating polices. 

  We would have been more than happy to continue with communication to help resolve the issue, but we respected her request.  We value all of our residents and would have loved to make this work for both of them.  We did offer a transfer but the only top floor unit we had was across the hallway from the gentleman she was having issues with.  I did explain she could go to another unit, but we could not guarantee she would not hear noise from above in the new unit.  I explained because we were not allowed to try and remedy the situation, I followed the lease agreement and gave her the options available to her, and she chose to continue to break the lease and pay the buyout.  We are willing to set up a payment plan for the concession payback.  

  I am happy to provide all correspondence we have had if needed. 

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau,

  I have reviewed the response made by the business in reference to complaint ID ********, and I am choosing to close this case solely because we have decided to move out of the property.
  This decision was not made lightly. It stems from our deep dissatisfaction with the management companys failure to offer meaningful support when we raised serious concerns about ongoing retaliation and intimidation from neighboring residents. These individuals have shown increasingly aggressive behavior such as targeting our front camera and contributing to a rise in noise disturbances since management initially spoke with them.
  The only solutions management offered were to either call the police or move across from the same residents. We found both options unacceptable. We did not feel safe escalating the situation by involving the police, nor did we want to continue any direct communication with the residents, as their behavior made it clear they were angry and capable of further retaliation. At this point, we genuinely feared for our safety and well-being.
  Ultimately, it became clear that the management company had no intention of protecting or advocating for us as tenants. Rather than endure continued neglect and hostile living conditions, we have chosen to terminate our lease and remove ourselves from this situation entirely.

  Sincerely,
  ***** ********

• Initial Complaint

  Date:05/15/2025

  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.

  I have been living in unsafe and infested property from dead roaches left in the hallways for days to unattended food left in the parking decks along with mattresses and trash everywhere.I have asked for pest control 4 different times over the course of 3 months before I was serviced only 2 days ago after being told by ******* on the 3rd attempt that they were still on property and would send them up and no came but they closed the request out again I have had 2 packages stolen one from my front door and one during the holiday where I was not even notified I went into the office to inquire about my package with photo proof of delivery only to be told by **** that my package was on the list of stolen items from a break in to the package room and i should file a police report because if enough people to do it maybe the police would get involved. Not only was i not informed of the break in nothing was offered or fixed I had a water leak happen in my bathroom on a Sunday night when i reached out to the emergency line I was not contacted until someone came the next morning he looked at the wall and said he needed to back upstairs to see and would return he did not. I had to go to the front office the next morning to complain before being told they would reach out to maintenance again i asked for the corp # and then the property manager came w/ him to see the issue she looked around and said she would have a roofer come and check because of the two other water damages in the room and closet and no follow up they left a hole in the ceiling for a wk which leaked twice Most recently my A/C went out and I put in two requests for it to be fixed I had to call the office before maintenance came and he came at 445 he checked upstairs and said it was fixed and left my apt at 85 degrees I had to call agin at 1130 b/c it was still 85 and i had my elderly parents here visiting I have more but i will include photos as well

  Business Response

  Date: 05/18/2025

  Good afternoon, 

  My name is ******** *****, and Im the Regional Manager overseeing The ******* in ***********. Id be happy to assist with this matter moving forward. After this message, Ill be providing my direct contact information so that youre welcome to reach out to me directly if you prefer to communicate outside of this platform.

  Based on the notes provided by the on-site team and what Ive reviewed in our system, both the ** and pest control concerns have already been addressed:
  

  -Pest Control: Our vendor confirmed they were onsite on Wednesday, May 14th to treat the issue reported.

  - Air Conditioning: Maintenance responded to your after-hours emergency call on Wednesday night, and the system was reinspected again the next morning at 8:00 AM. At that time, it was functioning properly.

  Additionally, I saw that a follow-up communication was sent to you on the afternoon of May 15th summarizing the actions taken and inviting you to reach out if further issues arise.

  That said, if you ever feel your concerns arent being addressed in a timely manner, I encourage you to contact me directly so I can look into it immediately.

  Please dont hesitate to reach outmy contact details are below:

  Email: ****************************************************

  Thank you,

  ******** *****

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23333116
  
  I am rejecting this response because:

  My safety concerns, the water leaks, and condition of the property were not addressed in the response. 

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/27/2025

  The tenant has reached out to our corporate team via email to continue this conversation. 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23333116
  
  I am rejecting this response because: we are meeting tomorrow for a property assessment 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/06/2025

  We have reviewed lease break options with the tenant, and they have decided to move out without penalty. In the meantime, we will continue to work with the tenant to address the maintenance concerns that have been brought to our attention.

  Thanks,

• Initial Complaint

  Date:05/12/2025

  Type:Product 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.

  The apartment started billing utilities erroneously from around September October 2024. Upon noticing this I reached out to them asking for an explanation of how we are billed. That was in january, they keep sending absurd bills, I found out from conservice their meters were broken. Then how were we billed? For months when I was not staying there for even one day my bills were higher than other months. This trend is still on. And they absolutely will not attend to a single ** without numerous follow **** My last ** was raised over 10 days back, no response yet. My car was broken into because security does nothing. 16 cars were stolen / broken into that night. How is it legal to not respond to tenants request for billing review? I want out of here. They need to fix the bills and refund what is owed and address the **, and let me out of the lease without penalty.

  Business Response

  Date: 05/30/2025

  ZRS Management took over management of 10X Living at ******************** on 3/10/25.  We are aware there were several vehicle break-ins prior to our takeover of the property.  I am unaware if Ms. **** reached out to the management company that managed the property during the time concerning her break-in.  When it comes to these matters, it is the job of the Howard County Police to handle.  When we arrived at the property, we worked with the patrol company to closely monitor the property, however, we were informed by other residents that some of the activity actually took place in the library parking lot, which we do not patrol.  If we have a rash of events, we will inform residents and can ask our patrol company to increase their patrols.  Crime has no address, and unfortunately, crime can occur anywhere.

  Ms. **** had one request that her washer did not fill.  When she reached out to the office, we did have a service technician enter and test it out and it worked properly.  He did test it out while she was present.

  Ms. **** inquired of me on April 22 how she was billed for utilities.  I responded with a copy of her utility addendum on April 22 and copied the lease verbiage in the email.  Her bills have been pretty consistent.  Stove cooking, hot water, and heat are run off of gas.  There is also an increase in fees through BGE.  At this time, we are working with the third-party utility billing company to determine if any credits need to be issued, and they will take care of it.

  These issues do not warrant an immediate break of her lease without any penalty.  At this time, Ms. **** has not given us any notice to vacate her apartment. 

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 currently reside at ********************, one **** properties with a tenancy over 2 and 1/2 years. I recently relocated to a different unit They incorrectly charged my account for damages like it was rent, instead of keeping it separate and allowing me time to settle the balance apart from my rent. Furthermore they imposed late fees on the same balance. Although they assured me they would assist in resolving the payment, when I attempted to settle the outstanding balance they informed me I was under eviction. They declined to provide a case number and upon visiting the courthouse the clerk confirmed that no case was on file, The apartment complex is now demanding an additional $505 for attorney fees that do not exist. No documents have been filed with the Jacksonville courthouse. I currently possess a cashiers check for $3876 ready to settle the payment, but they are refusing to accept it.

  Business Response

  Date: 04/29/2025

  The property manager ****** has worked with the residents and worked out an arrangement for the balance. For additional questions or concerns, she can be reached at ******************************************************

  Thank you, 

  ZRS Management

  Customer Answer

  Date: 04/30/2025

  I really didnt like the agreement that was obtained. They still charged us 254 additional, even tho they had not filed an eviction. My partner went ahead and paid it, however I dont feel I should have been charged a cent more since they already had several late fees incorporated in the original payment. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23250927
  
  I am rejecting this response because:    Date Sent: 4/30/2025 4:44:47 PM
  I really didnt like the agreement that was obtained. They still charged us 254 additional, even tho they had not filed an eviction. My partner went ahead and paid it, however I dont feel I should have been charged a cent more since they already had several late fees incorporated in the original payment. 
  
  Sincerely,
  
  ******* *******