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:06/19/2024

  Type:Customer Service 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 resident at **************** *********. ZRS is the second management company to run the community since I've been here and the third since the community was established.My experience with the on-site property manager, ****** (****) *******, has been disheartening. As my family and I prepared to move out, I attempted to schedule a joint walk-through inspection. Despite giving a 30-day notice to ****, she was reluctant to schedule the walkthrough; she told me she didn't know "what fires she would be dealing with that day." I countered, and that is why I am making an appointment. She rolled her eyes and, in a condescending tone, stated, "We don't have to do a joint walk-through because we take pictures and always win." I stated I've spoken with a few residents who have previously left unhappy and would like a walk-through. She stated, "Well then, whatever fires are happening that day, I'll drop everything for you." She came off rude, and as a customer paying nearly $3,000.00 per month, I'd expect more professionalism and attention to detail with the services provided. Additionally, she is a resident of the community herself. Despite a lengthy array of community standards and rules, she does not maintain her personal property and directly violates community standards, which have scheduled fines for non-compliance. How can she, as a property manager, assess fines against residents when her property is in non-compliance? The double standards and poor service of ZRS Management and their employees at ************************** in ******** are dismal.

  Business Response

  Date: 07/05/2024

  Good morning,

  Please allow me to research this incident and get back to you on Monday as the Property Manager is out on vacation.

  Thank you,

   

  ******* De *******

  Regional Property Manager

   

  Business Response

  Date: 07/08/2024

  We will be refunding the full $300 deposit and not charging any fees for damages.

   

  Please let me know if you need anything else.

   

  Thanks,

   

• Initial Complaint

  Date:06/17/2024

  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.

  Company charged a refundable deposit and application fees. Upon declination, funds were not returned. Spoke to property manager who said it would be then they added a collection for deposit that was suppose to be returned and stated it was rent dues that were defaulted on but we never resided there.

  Business Response

  Date: 06/17/2024

  Can you please tell me which property you are referring to?

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21853153
  
  I am rejecting this response because: they responded with a question. The property in question is ***************************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/18/2024

  Hello, 

  This applicant applied back on 7/7/2023. Per our policies there is an admin fee of $250 and an application fee of $85 per applicant. If denied, the applicant will receive the $250 admin fee and forfeit the application fee. Security deposit is not due until move-in. The complainant was denied and NSF'd on her funds which is why nothing was refunded back to her. The application and admin fees were never paid which is why her balance was sent to collections. 

  Thank you, 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21853153
  
  I am rejecting this response because: the amount reflected is not accurate

  admin fee: $250 (refundable)

  App fee $85 (x2)

  total :$420

  the information being reported in collections is $580

  If the correct refundable fee was applied, then it should reflect $170. The ** let me know the $250 was refunded but it wasnt. The return item was due to being charged again after denial. 
  

  The balance should reflect $170, which was the application fee that is forfeited.

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

  Business Response

  Date: 07/03/2024

  Date Sent: 6/18/2024 10:31:14 AM
  

  Hello, 

  This applicant applied back on 7/7/2023. Per our policies there is an admin fee of $250 and an application fee of $85 per applicant. If denied, the applicant will receive the $250 admin fee and forfeit the application fee. Security deposit is not due until move-in. The complainant was denied and NSF'd on her funds which is why nothing was refunded back to her. The application and admin fees were never paid which is why her balance was sent to collections. 

  Thank you, 

• Initial Complaint

  Date:06/14/2024

  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 live in Integra 289 Exchange, and have been here since 02/2022. I pay my rent every month. It is absolutely horrific what this complex has turned into since ZRS took overwhile our previous property manager wasnt perfect, he was very hands on with the property, and had an amazing staff that truly made this complex amazing luxury living - monthly events, a clean pool, clean buildings, and minimal noise. He was accessible - if I had an issue with something on the property I could reach him and know I would at least be given the consideration of a reply. The people you have in the office are full of nothing but excuses and no resolutions. For months my garbage service has been inconsistent and IF I get a reply, its an excuse and oh they will make it up tonight. I pay my trash service as part of my rent, and it is not right that I pay in full and dont get a full months service. I pay over 2000/month for a luxury apartment and the complex went without a pool or grills for 7plus months. Now that the pool is open its filthy - bugs, dirt, chips of God knows what - so no way am I gonna swim in that. I email the leasing office and get no reply, when I do get a reply to a complaint its snarky rather than customer-focused. I have to deal with filthy walls, dirty elevator, lack of proper access to amenities, and never once has any sort of discount or credit has been offered weve just had to **** it up. something needs to be done because the constant laps of motorcycles through the parking lot, the smell of weed on a regular basis, because your new manager set up our maintenance supervisor for failure we are short staffed and work orders are taking forever. You truly lost a tremendous asset when he left. I dont like to complain but I moved into a luxury complex that is quickly deteriorating to a ghetto.

  Business Response

  Date: 06/19/2024

  Thank you for bringing your concerns to our attention. We strive to provide an excellent customer service experience for all our residents and deeply regret that we did not meet your expectations in this instance.
  We understand the frustration that can arise from delays in resolving issues such as trash collection. Unfortunately, these delays can occur from time to time due to our reliance on third-party services. We are actively working with our trash collection provider to ensure a more prompt and reliable service moving forward.
  Your feedback is invaluable to us, and we are committed to improving our processes to prevent similar issues in the future. If there are any other concerns or if there is anything we can do to rectify the situation, please do not hesitate to reach out to our office directly.

  Integra 289 Exchange Management

   

• Initial Complaint

  Date:06/13/2024

  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.

  ZRS Management hasn’t been honest and has lied several times about my denial reasons which is suspicious. Why blame the credit reporting agency if they don’t make the credit decisions? Very suspicious and it’s giving discrimination. Ofcourse the screening agency isn’t making the decisions for applicants the property manager is. Please read the following emails which proves that I’m being honest. This is truly concerning. I am absolutely terrified after reading these complaints online about ZRS. I Absolutely appalling. Nevertheless, I applied for an apartment on May 6, 2024. Phones disconnected, excuses after excuses. On May 7, I attempted to check on the status of my application once again and was immediately given more excuses and was told “I’ll call you later”. Hours later I received a denial email not an adverse action letter as required by law. Once again, I’m calling and trying to figure out why I was denied and all 3 numbers listed online are disconnected. I started to feel discrimination against immediately. I returned back to Maizion for the third time and was handed a credit report with certain things listed that I couldn’t believe. I was told, there’s nothing they can do they “don’t make applications decisions”. There was inaccurate information listed on my report after paying $850 almost to apply, I was appalled. I immediately contacted the third party company listed and had this information corrected. Jordan M***** and Jermaine L******** both stated that I needed to reapply even after my report had been corrected. On June 12, 2024 I was denied again even though everything has been resolved and the new report says that I meet property requirements please see attached documentation. I’m very concerned about my civil rights being potentially violated due to FCRA regulations. I am still being told by ZRS management that Rentgrow denied my application which is untrue. Somebody is lying and I’m very concerned.

  Business Response

  Date: 07/09/2024

  A third-party company is utilized for the processing of all rental applications.  Both times you applied your application was declined and an adverse action letter from the third-party company was provided.  Any monies paid at the time of application were promptly refunded less the application fee.

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the third party agency only provide screening results they don’t make screening decisions. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 07/11/2024

  The third-party agency reviews all screening criteria and does make the decision if an applicant is approved or denied. If you have any additional concerns, please contact the management office at Maizon.  The number is ************

• Initial Complaint

  Date:06/10/2024

  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 resident at *********************** *****************. We originally signed a lease from 6/13/24-6/12/24. However, a week before our move in date we were notified that our apartment wasnt ready and they offered another apartment to move in instead. We were notified during move in that we had to resign the lease but were not made aware that they changed our move out date to 9/9/24. When we realized this, the manager agreed to end our lease on 7/10/24 which is 60 days from notice (I have proof of agreement signed). I thought that this has been resolved but even after a month they have not change a thing in the system and it still says I will be charged a full months rent in July and lease still ends 9/9/24! The most frustrating part is I have reached out multiple times via email and the office never picks up their phone (or return my voicemail). Office is also only open from 10am-5pm and I have to take days off to visit the office. Even then the manager was not around and front desk always respond with you can email our manager. The last time I emailed the manager (*******************************) it took 2 weeks for her to respond with it has been resolved. Im out of wits end due to poor communication from them and just need this to be resolved in the system so I can peacefully move out, thanks!

  Customer Answer

  Date: 06/12/2024

  Good morning,

  This issue has been resolved and they have fixed it in the system.

  Customer Answer

  Date: 06/12/2024

  Case has been resolved 

• Initial Complaint

  Date:06/10/2024

  Type:Billing 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 rented a 2/2 with ************** in ************, ** from February 2023-May 2023. My apartment had a lot of mold and was infested with rodents, which caused me severe health issues. ******* and *****, the ******** manager and asst. ******** manager at the time, approved me to move out early with no termination fees due to the several inconveniences. My rent was always paid either early or on time when I was there.I met with them several times, moved out with no issues, and they apologized profusely but confirmed that they had everything they needed and that I was all set. In August of 2023, I saw this charge of $1600 on my credit as a collections account and was also told that I owed Jetty money as well. I reached out to the office and connected with ***** who was the new ******** manager. When ***** sent me the statement, it showed a rent charge and late fee plus additional fees that I did not owe for the month of June 2023. Even though I moved out on May 27th, 2023 with their approval. At no point was I ever late on my rent, this is why they were so understanding of all of the unit issues and agreed to let me out of my lease without any early termination fees. I left it cleaner than I found it when I moved out and they even thanked me for this. Even rented my apartment out immediately after I left because of how clean I left it (even though the mold was never treated). I found this out when I tried to retrieve my mail from the box the week after moving.Im not trying to be difficult at all. I always pay my bills & this is the only thing currently on my credit as collections. It is causing me trouble finding somewhere to live. If I truly owed this money, I would have no issue paying it.The ************************ is now under new ownership so they referred me to *********************. I reached out to her and there was no response. I emailed the *** corporate office, but again, no response.I have attached the email transcripts confirming my statements.

  Business Response

  Date: 06/11/2024

  ****************,

  I am sorry for the confusion. ********************* is no longer with the company.  It does look like you have a balance on our account of $1610.08. This is due to having a rental payment that came back as an NSF in May of 2023 as well as a late charge and NSF fee. Then the keys were not returned until June 6, 2023. You were also charged the prorated rent for the six days in June as well as the Water, sewage, late fee, trash and package locker. Please see the attached ledger with the breakdown of the charges. If you have an additional question, please feel free to email *********************************. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21828362
  
  I am rejecting this response because the details stated are incorrect.

  I moved in on a special that stated that my 2nd full month's rent would be free and my 3rd full month would be half-off. This is even reflected in the ledger provided.

  Rent for March 2023- 1st Full Month- All rent and fees were paid, as reflected on your ledger

  Your payment system was down and although I submitted my payment on time, it was rejected. I called my bank in front of ******* (former asst. ******** manager) and provided her with my bank statements & transaction history reflecting that they never attempted to withdraw the funds in the first place. She also was able to view my balance and saw that I'd gotten paid the week before and the money was there the entire time. She reached out to someone on your team then told me that the system was having issues and that I should bring money orders in. I left, went directly to the Publix, brought back the money orders within 30 minutes. The statement that you sent over reflects that the money orders were scanned and my rent was paid, no late fees were charged this month because I was not the reason why it was late.

  Rent for April- 2nd Full Month- Free (due to aforementioned move-in special)

  Since I moved in on 02/03/2023, April's rent was free (based on the move-in special) and I only had to pay for my water, trash, and locker fees which I did. This was paid on 4/05/23 and is also reflected on your attached ledger. The reason it was paid late was because the office staff did not update this in the portal (it showed my full rent amount) and I had to wait for them to correct it. They charged me late fees, then reversed them because their delay in updating the amount in the system was the reason why I could not pay it.

  Rent for May- 3rd Full Month- Half off (due to aforementioned move-in special)

  On 05/02/23, I attempted to pay my rent and fees through the portal (transaction for $801.50 on 05/02/23) . On 05/04/23 I was told by *********************** Agent- that the system had issues and rejected my payment again. On 05/04/23 I brought money orders for my rent and other fees after work, and this entered in as "Check Scan" on 05/04/2023 (reflected on your ledger statement).

  Because I was single at the time and lived alone, I had to hire movers to assist with transitioning my furniture from the apartment to my storage unit in ********, **. I rented the Uhaul on 05/27/2023 from ************* (receipt attached). I had the movers load & drive the Uhaul while I drove my personal vehicle. The movers can confirm that they saw me return the keys on 05/27/2023 because they had to wait for me to go into the office so they could trail my car to ********. I was gone long before 06/07/2023.

  While there may have been a water bill due and trash fees that I needed to pay, it is not at all fair to charge me another full months rent and late fees for time that I did not even live there. I am more than happy to pay what I owe, as I always have been. I provided my forwarding address and have been trying to reach out ever since August of 2023 when I received the statement. The back and forth was due to several staff changes in the leasing office of the complex which I completely understand but should not be penalized for. Everyone has given me the run-around up until this point. There were several administrative errors that occurred during my stay at ************** as reflected in the emails that I sent over and even on your ledger. I was always patient and kind with the team members which is why they gave me no issues when I vacated the ********. 

  Please look at old emails from ******* and ******* if you do not believe me.

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

  Business Response

  Date: 06/17/2024

  We went ahead and sent an email to the collection agency to remove the collection on the account. Once I receive confirmation from the agency, I will send it to you, 

   

  Thank you,

   

  Customer Answer

  Date: 06/20/2024

   
  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:06/06/2024

  Type:Customer Service 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 was held up for 3 weeks, after telling the office manager we were in need of a place within a couple weeks and had all my documents on the table for them, and the first problem I ran into was she tried to say I had something on my background and never hit me up about the situation letting me know if we got approved or not after a week of waiting had to hit them up on my behalf and after recently doing a background check for the post office which is a government job, and passed with flying colors so I felt as if that were already suspect, that I failed a background check and have never had a problem with that in the past, So they asked if I could resend my documents in which I passed and then came up with another thing, saying I dont make enough, so I would have to put more people on the lease because I was off by a little, and needed another person on the lease, for documentation so I get another person and their documentations and bring them up there to give them paper check stubs and they said there was no way to verify it, which was weird and gave me the feeling that it was just discrimination, because after being held up for another 2 weeks and I get someone extra on my lease now they cant confirm a couple of recent paychecks, did 2 application fees of 215 for me and my son that was originally on the lease and then another 90 for my daughter and law to go on with us, which they disapproved saying they couldnt confirm check stubs brought up there to them, after saying we could bring them up there, they tell us that the paychecks are not going to work and would come up with a better solution give them time, and then they send us a disapproval letter due to income, minutes after we drive off, which we thought was rude and not professional, and wanted to get a refund, for the waste of our time and money.

  Business Response

  Date: 06/10/2024

  Can you please tell me which property you were applying to?

• Initial Complaint

  Date:06/06/2024

  Type:Billing 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 reside at ************************************* - the address for a ZRS Management property known as **************The team is trying to improperly charge me a fee not sanctioned by the lease agreement which I have signed.In April, I switched renter's insurance providers. Cancelation of my previous policy went into effect on May 9th, and the new policy under the new provider came into effect ALSO on May 9th.I received a charge to my rent and saw the charge was listed as "Insurance Compliance Fee."The assistant property manager ****** told me that it was because I did not have renter's insurance. When I explained the situation that I did have insurance and someone from his office called and told me they saw the change, I asked that they rescind the $35 charge. Essentially, the team told me they would not remove the $35 insurance conpliance fee even though I had never been out of compliance. I have maintained coverage without lapse - the only misunderstanding and miscommunication was that the office did not have an updated copy of my new insurance, which the team member told me I did not need to send in, and which I provided this morning and clearly shows no lapse.According to the lease agreement, the fee only applies when a resident fails to "buy or maintain coverage." Nowhere in the lease agreement does it say that I can be charged $35 because I failed to notify that my provider changed. It simply states it is for defaulting on not having insurance, which I have ALWAYS had. I have cleared up the miscommunication now by providing the proof which shows no lapse in coverage. The lease does not say the $35 is for failing to provide proof of insurance change, or for not notifying the office. The team also threatened me when I said I would dispute the charge with my bank that I would be charged $75 fee if my bank took back the payment. My leasing agreement, as per attached, shows the fees for returned payments are $50, not $75.

  Business Response

  Date: 06/10/2024

  This concern was resolved directly with the resident on 6/7/2024

• Initial Complaint

  Date:06/04/2024

  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.

  On Saturday May 25 I had an appointment to view an apartment for my daughter. She is out of country until June 4 and under a time crunch to move by June 30 due to her current lease ending and getting a new job at ****** ISD for next year. My agent was **************************. I viewed a model, and she walked with me down to unit 1116 which she said was available by June 30. I repeatedly told her my daughter needed to move by June 30, and she wouldn't take a third floor. After sending my daughter info and videos, she wanted to take it. *********** also told us if we "look and lease" within 48 hours, we would get $1000. She wrote 1116 on the phamplet she gave me. I told her we were going to apply.My daughter tried to fill out the application, but technology in ***** didn't work, so I did it for her. It was my credit card that was charged $230. After we had already paid and applied, they told us that unit was not available by June 30 after all. She then mentioned 1111, and we were good with that, but then it wasn't available by June 30 either after she offered it. She seemed to be unable to know when units were going to actually be ready. We would not have applied if there were no units available, and that is in fact the case except a third floor which I very clearly told her when I was there that was a firm no. So, we applied and paid based on false information. I actually feel like it is a scam they are doing to get "nonrefundable" app fees when they know they apartments aren't going to be available. I told *********** on the phone I wanted to speak to the manager, and I emailed the manager on Wed May 28. The manager has refused to call or email me back. I paid $230 and my daughter paid another $30 for a pet screener thing. I understand she might have to ask separately for that.They should not of told us to move forward with the application if the apartment wasn't going to be available by when I clearly told her we needed it.

  Business Response

  Date: 06/06/2024

  *********************, Property Manager of Royalton at Discovery, has been in contact with *************************** and assured her all funds are being refunded due to the administrative error on our team's behalf. Her acknowledgement of that is attached.

  Customer Answer

  Date: 06/06/2024

  I am pleased they say they have agreed to the refund. I would like to leave the case open until I receive the money. 

  Customer Answer

  Date: 06/10/2024

   
  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.   Date Sent: 6/6/2024 10:42:20 PM
  I am pleased they say they have agreed to the refund. I would like to leave the case open until I receive the money. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/03/2024

  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.

  Our air was out for almost two weeks because the office kept telling us it would be fixed on different days. They also allowed their vendor to continue working with a minor in the apt.

  Business Response

  Date: 06/04/2024

  Good afternoon, 

  My name is **** and I'm the regional for ***** on Beach. I am truly sorry that the ac repair wasn't able to be completed quicker. Due to vendor scheduling and the different parts needed, the repairs had to be completed in stages in order to get the ac working properly. During this time, a portable unit was offered to provide temporary relief while repairs are being made. The vendor did advise the head of household on what days they would be working in the unit and on their scheduled day, the person in the home at the time allowed them entry with the head of household on the phone the entire time which the vendors used as permission to complete the work in order to avoid having to wait an additional weekend to get the ac running properly. If at any time, the head of household on the phone wanted to pause the repairs, the assistant manager was in communication with them throughout the process and could have rescheduled with no hesitation. In order to best help during this situation, we're able to waive the late fee for Junes rent and can schedule a time between the 10th and 15th when rent can be paid in order to give more flexibility and time. 

  Thank you! 

  ********************* | Regional Manager

  ZRS Management

  Customer Answer

  Date: 06/04/2024

  It doesn't matter if I was on the phone with her or not. They shouldn't have stayed in there period. I don't need a late fee waived or an extension, because we pay our rent on time. We'll be retaining a lawyer to further handle this situation. Thank you.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21795322
  
  I am rejecting this response because:Date Sent: 6/4/2024 1:15:01 PM
  It doesn't matter if I was on the phone with her or not. They shouldn't have stayed in there period. I don't need a late fee waived or an extension, because we pay our rent on time. We'll be retaining a lawyer to further handle this situation. Thank you.
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 06/04/2024

  We understand your frustration given the circumstance and how long it took for vendors to repair the ac. I ask and encourage you to stop by the office to speak with the property manager ************************* to go over any options we can explore in order to resolve the issues. She'll be available in the office or you can set up a meeting with her via email: **********************************

  Thank you, 

  ********************* | Regional Manager

  ZRS Management

  Customer Answer

  Date: 06/04/2024

  I've tried to talk to her, but she acted like she couldn't comprehend what I was saying. All I asked was for her to deduct $200 off of our rent for this month, & she couldn't even do that. Knowing we're going to have a high electricity bill due to that portable one running all day every day. So we will proceed with taking legal action.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21795322
  
  I am rejecting this response because:   Date Sent: 6/4/2024 3:05:01 PM
  I've tried to talk to her, but she acted like she couldn't comprehend what I was saying. All I asked was for her to deduct $200 off of our rent for this month, & she couldn't even do that. Knowing we're going to have a high electricity bill due to that portable one running all day every day. So we will proceed with taking legal action.
  
  Sincerely,
  
  **************************************

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21795322
  
  I am rejecting this response because:   Date Sent: 6/4/2024 3:05:01 PM
  I've tried to talk to her, but she acted like she couldn't comprehend what I was saying. All I asked was for her to deduct $200 off of our rent for this month, & she couldn't even do that. Knowing we're going to have a high electricity bill due to that portable one running all day every day. So we will proceed with taking legal action.
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 06/05/2024

  After checking with the Property manager, **** informed me of your conversation late yesterday about a $700 concession to which both parties agreed to. We're getting a mutual release form drafted from our attorneys in order to get this concession added to the account which is our normal procedure for any concession over a waived late fee for current residents. As soon as we have that in hand to sign, we'll give you a call so we can get this all taken care of! 

  Thank you, 

  ********************* | Regional Manager

  ZRS Management

  Customer Answer

  Date: 06/05/2024

  Yes we spoke yesterday. Once we receive it and look over it, we'll be letting her know. Thank you.

  Customer Answer

  Date: 06/05/2024

  Also just to clarify, they're deducting $700 from our rent next month correct? It's not going to be broken up or anything to where we can only use portions of it?

  Customer Answer

  Date: 06/05/2024

  Date Sent: 6/5/2024 11:34:16 AM
  Also just to clarify, they're deducting $700 from our rent next month correct? It's not going to be broken up or anything to where we can only use portions of it?

  Business Response

  Date: 06/05/2024

  Correct, its a one time concession that will be added in full to your account and will be deducted from any charges that get billed to the account. In this case, it would be taken off the next months rent. 
  

  Thank you! 
  

  ********************* | Regional Manager

  ZRS Management 

  Customer Answer

  Date: 06/06/2024

  Okay, because I just checked the portal and it's still showing the full amount of $1,541.00 for July.