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

  1919 Clarendon Blvd Arlington, VA 22201-2918

• 

  ZRS Management LLC

  200 E Broward BLVD Ste 1200 Fort Lauderdale, FL 33301

• 

  ZRS Management LLC

  20525 S Charleston Boca Raton, FL 33434

• 

  ZRS Management LLC

  7600 Highmeadow Dr Houston, TX 77063-4800

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:04/20/2025

  Type:Customer Service 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.

  Final bill statement of ******. The charges are not accurate. I have contacted the property staff ****** ****** and the new office manager. No resolution has been given at this time. I have also requested the corporate office ZRS Management reach out to med in regards to my concerns. I have left voice messages with corporate and still no response. This bill is not accurate I was told and emailed by ****** stating there would be no charges for the month of December due to the billing issues and bill not being sent out within in a timely manner. I spoke with Conservice which is the utility company and was advised that there was no charges for the month of December billed to them by *************. Per Conservice the final bill they have on file reflects the originally letter sent out by ****** stating no charges for the month of December. The final bill on file with Conservice are the charges for the month of January only. I also held renters Insurance by ********** during the last 2 months of renting there and was still charged a ***** lease violations fee. I am asking for the ***** Violation fee and ****** for December utility serviced be removed per the letter sent by ****** attached below and I will pay the remaining balance once adjustments have been made.

  Business Response

  Date: 05/05/2025

  Hi *****,
  I wanted to introduce myself; I'm the new Manager at Provenza at ********** as of today. Ive received your message and wanted to let you know that Im currently working on getting this issue resolved.
  Ill be gaining further access to Conservice tomorrow, and once I have everything I need, Ill follow up with you then with an update.

   

  Thank you, 

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

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23228366
  
  I am rejecting this response because: I tried calling ******* back to discuss the matter no return call.. The same final bill was emailed to me which again is not accurate.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/07/2025

  The property manager ******* has resolved my concern.. Thank you so much

  Customer Answer

  Date: 05/08/2025

  Date Sent: 5/7/2025 4:46:43 PM
  The property manager ******* has resolved my concern.. Thank you so much

• Initial Complaint

  Date:04/19/2025

  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 provided written notice to vacate my apartment on November 28, 2024, and moved out on January 1, 2025, in full compliance with the 30-day requirement in my lease. Prior to move-out, I paid approximately $12,000an amount that onsite management confirmed as paid in full. This payment was made by a third party due to a business affiliation that no longer exists, which is why I took extra steps to verify that no further balance remained.Since management changed, my notice was mishandled, and I have been given no clear accounting of how my payment was applied. I have also received no confirmation of when the unit was re-rented, which is critical to determining whether any rent beyond January 1 is even applicable under Georgias mitigation of damages laws. Despite repeated follow-ups, Ive been met with silence and a ping on my credit from collections, without prior demand or justificationdirectly violating my leases process and my rights.I am requesting:All charges and claims be wiped immediately;My credit be corrected and the collections record removed;A written statement confirming my lease was fulfilled.If this matter is not resolved promptly, I am fully prepared to pursue legal action for breach of contract, credit harm, and bad-faith handling of tenant records.

  Business Response

  Date: 04/21/2025

  Can you please tell me which property you resided at?

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23226131
  
  EmmaJames Apartments APT#***
  
  Sincerely,
  
  Karter Peoples

  Business Response

  Date: 04/26/2025

  To Whom It May Concern;

  ZRS Management took over management of EmmaJames on December 12, 2024.  The property was previously under management by Greystar.  From the complaint,I understand that Karter Peoples stated that he provided written notice to ******** on November 28, 2024 however he was unable to provide on documentation from November 28, 2024.  He contacted the ZRS Management property manager on April 7, 2025 regarding his account that was placed with the collection agency.  At that time the property manager requested that ************** provide us with written documentation of the notice given to ******** (attached) that was dated as of December 5, 2024.  The property manager also explained that per the lease agreement (attached) ********** would be responsible for a written 60 day notice and a termination fee.  The property manager completed a final account statement for ********** (attached) which provides a breakdown on any charges or fees applied to his account. Mr. ******* was charged for a 60 notice and termination fee as defined in the lease agreement. 

  Below are the email conversations between the property manager and *********************************** Response:
  Thank you for bringing this to our attention.  It appears that you gave notice on 12/11.  We took over the property on 12/12. Do you have the notice that you submitted to Greystar?  I want to make sure you did not get over charged.  I do see that there may have been a duplicate charge on your account, so I have requested support to reopen your account for any edits needed.  I see three payments made for the following amounts:

  $101.62
  $3387.43
  $6468.38

  If notice was given on 12/11 and you vacated on 12/31, you would have been charged through a 60 day notice plus a termination fee. If there was an error on our end that has resulted in collection efforts, we can correct these with the collections department to be removed.  I want to ensure your account is accurate.  The timing of your notice is just at the take over date so if you submitted a full 60 day notice, I will remove the notice fee portion.  Please send me any documentation you have between you and Greystar as far as your notice is concerned. 

  I look forward to resolving this for you quickly.
  
  
  

  Mr. ******* response:

  Mrs. *******,

  If I recall correctly, the only clearly stated amount due at move-out per my lease was around $6,000. However, I ultimately paid over $12,000 (communicated as additional monthly charges) in full. That amount was confirmed and signed off at the front desk after I spent several hours ensuring its accuracy, and I clarified on four separate occasions that it represented the total balance. This was necessary for my January P&L submission, as the payment was made through my businessnot out of pocket.
  The apartment was inspected, no additional charges were communicated, and I returned my keys under the clear understanding that my account was fully settled. If new charges are now being presented, that reflects either a breakdown in internal communication or an error on your end.If this is the case, the correct process would be to send some form of letter of intent to collect upon said balance.
  If your accountant can provide a detailed breakdown of what was due as of January 1st and what is now being claimed, Im willing to review it. I will also need a copy of my original lease for reference. That said,unless there is legitimate, lease-backed documentation to support any additional amount owed, I will consider this matter closed and will not hesitate to escalate legally if needed.

  Respectfully,
  Karter Peoples
  Private Equity Operator
  Phone: *************

  
  Property Manager Response:
  Please provide your dated notice to vacate.  According to our records, insufficient notice was provided resulting in rent to be charged through 60 days and a termination fee to be charged.  I have attached your lease, ledger, and final account statement.  I am happy to make any adjustments needed with the provided 60 day notice.  This would eliminate your balance owed. 
  
  Mr. ******* response:

  ******,
  I provided written notice to the front desk on November 28th. When I was informed by the new management on December 5th that they had no record of the notice, I followed up with an email on that date to ensure proper documentation.
  Forwarding that email now.
  
  Regards,
  
  Karter *. *******
  Private Equity Operations
  

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23226131
  
  ZRS Management,
  
  Based on your response, it is clear that your organization is improperly attempting to shift the burden of your accounting and administrative failures onto the consumer. This is unacceptable and without legal merit.
  
  I vacated the property on December 30th. Your ledger incorrectly reflects additional rent charges beyond that date, including charges after January 12th. I owe no further amounts to your establishment. Accordingly, you are hereby formally demanded to immediately remove any reference to this alleged debt from your accounts receivable, withdraw the account from collections, and instruct any third-party agency to cease all collection activity.
  
  This matter has been disputed across all appropriate channels and will continue to be contested as fraudulent and unjustified. Your continued pursuit of this unfounded claim exposes ZRS Management to breach of contract, liability under the Fair Debt Collection Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA), and applicable state consumer protection laws.
  
  Further, both ZRS Management and Greystar have a documented record of litigation concerning mismanagement and accounting irregularities. Persisting in this conduct only reinforces an established pattern of negligent business practices.
  
  Consumers will not bear the financial consequences of your organizations internal failures. I reserve all rights to pursue legal remedies should immediate corrective action not be taken.
  
  Sincerely,
  
  Karter Peoples

• Initial Complaint

  Date:04/09/2025

  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.

  On Feb 8, 2025 our son graduated college and moved out of the ***** apartments in ***********, **, and moved back home to **. . We received the refund check a few weeks later in the mail. I called the leasing office, and informed management that they issued the check in the wrong name. I was told that the error would be corrected, and an updated check would be issued in the correct name. It is now April, and we have yet to receive the check. I have reached out to the leasing office via email, and have not received a response.

  Business Response

  Date: 04/16/2025

  Hi *********,

  
  We sincerely apologize for the delay in responding to your request regarding the reissuance of the check.

  
  ****** received your request to have the check reissued solely in your sons name, and we had our support team review the matter. Unfortunately, since the unit transfer occurred within our systemrather than as a traditional move-out and new move-inthe account history remains unchanged. As a result, the deposit must reflect all original parties, and their names cannot be removed from the refund.

  
  However, since Christians name is included on the check and this is considered a multifamily refund, he may endorse and deposit the check into his bank account without requiring any additional signatures.
  The check was reissued today and will be processed with our next check run on 4/17/2025,under check number #**** for $810. The original check has been voided.

  
  Please let us know once the new check has been received and successfully deposited into your sons account.

  
  Very sincerely,

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

  Regional Manager

  Customer Answer

  Date: 05/03/2025

  Thanks to the BBB for addressing my complaint. I did hear back from ZRS management, and they have fulfilled their promise. 

   

   

• Initial Complaint

  Date:04/09/2025

  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.

  I signed a lease with ****************** 6 months ago. The property is marketed as a high-end luxury apartment, but my experience has been the opposite. I feel misled, overcharged, and taken advantage of.We recently had to relocate for a job and tried to work with management to end our lease early. We were originally told wed owe just a break feebut later, we were hit with over $5,600 in concession paybacks, plus two full months of rent at the undiscounted rate, totaling nearly $9,000. These costs were not clearly communicated until after payments were made, and the entire process lacked transparency and empathy.On top of that, the Wi-Fi included in the $100/month amenity fee went out nearly every week, making it nearly impossible to work from home. No one on-site could helpwe were referred to an unresponsive third party (Homebase).We also paid extra for a private yard, which became a mud pit due to poor drainage, zero sunlight, and sprinklers that ran even after rain. When I raised concerns, I was told they cant guarantee grass, despite the premium price.The unit itself was also disappointing: scratched floors, misaligned drawers, paint splatter, and recurring leaks. Soundproofing is terriblewe hear everything from our neighbors, and even wind from the hallway howls through the apartment.For over $2,200/month, this is far from luxury. I believe the property uses deceptive marketing, charges excessive fees, and fails to deliver basic livable conditions. Im requesting acknowledgment of these issues and a fair review of the fees weve been forced to pay.

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond. Please find the residents executed lease agreement attached, which outlines the terms of early termination, including all associated fees. Also included is the rent concession addendum, which reiterates these terms.
  The residents Notice to Vacate (***) has been provided as well and cites a job transfer as the reason for early move-out. While we are pleased to support the resident during this transition and have accepted the ***, the fees outlined in the lease remain legally binding.
  As a gesture of goodwill, we have applied an additional $200 in concessions by waiving the monthly Amenity Fee for two months.
  Lastly, while the residents yard currently has sod in place, we have scheduled a follow-up with our landscaping vendor to revisit the area within the next 30 days to ensure it meets our community standards.
  We appreciate the opportunity to address this matter and remain committed to resolving concerns professionally and respectfully.

   

  Best Regards,

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

  District Manager

  Jefferson Railhead / ZRS Management

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service 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.

  We left ************, a building managed by ZRS management on Feb 11, 2025. We made an agreement with the property management that a security deposit return of $3,270.53 was due to us, they confirmed the amount via email. Its now the 8th of April, 2025 and no deposit has been returned. We have consistently contact management and have received some responses after several email chases. The latest response shows a screenshot of their internal system saying a check was sent on Feb 25th, 2025 - however the are saying they can't provide any tracking number. Nonetheless the check is certainly not arriving given it's been two months since we left. They are throwing responsibility back to corporate saying that they won't provide a tracking number and will reissue the check if they find its not arrived. They are not taking any responsibilty

  Business Response

  Date: 04/11/2025

  We are sorry for the inconvenience of not receiving your reimbursement. The resident moved out on 2/12/25 and the Final Account Statement was completed on 2/19/25. Check 2144 was cut on the 25th of February. The resident followed up on their reimbursement on 3/28/25. ***' accounting department stopped payment on check 2144 and reissued another check. The replacement check is at the Maizon Brickell leasing office to be picked up. ***** acknowledged the email dated 4/11/25 from our Assistant Manager, ******* and indicated that he would stop by the leasing office tomorrow (4/12/25) to pick up the check. Thank you,

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the reacted only as a result of receiving my complaint through BBB, so thank you. This had been ongoing for 2 months, and once address by you, it was resolved in 48hours. I am hoping *** can treat others with the respect and response I received once I raised it with BBB, not like they treated me for 2 months. 

  Many thanks 

  Keith 

• Initial Complaint

  Date:04/02/2025

  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.

  I did not renew my lease with *********************** under ZRS management. I moved out on 01/01 and was informed on 01/09 that my security deposit will be returned in full (with only water deducted as expected). Due to me not receiving my check in the mail, I reached out in February inquiring as to an update; they alleged the forwarding address provided was not what they had on file and it was mailed to the incorrect address but would be cancelled and forwarded (of note: I have my letter of intent to vacate which states I did provide the correct forwarding address. So either they entered it wrong, or lied). On 03/06, I stil had no check. I reached out via email and was told by ****** ****** that she would provide an update and get back to me. No update was ever provided. I then called ****** on 3/16 requesting to speak to a supervisor. She advised she works remote, does not have one, but can see that this issue was assigned to ***** (who I assume is ***** ****** as he works at ************). She claimed she would get in contact with him, get me an update and CC me on the email. I was never emailed by anyone and never received an update or a check. It is now April. Per the Florida State Statute, I was to receive my deposit back 14 DAYS after I moved out. We are now on 3 MONTHS no one is assisting me despite my emails and calls. I intend to receive the full amount or I will be seeking legal advice.

  Business Response

  Date: 04/17/2025

  We sincerely apologize for the inconvenience you experienced with the return of your deposit. We understand your frustration, and this is not the experience we want any of our valuable residents to have after moving out. The original check was sent to your unit address since we did not have a forwarding address on file. A new check was prepared and sent via *** and should be in your possession. Again, we apologize for the delays. If theres anything else you need, please dont hesitate to let us know. 
  
  
  
  

  Customer Answer

  Date: 04/21/2025

  Hello, 

  
  

  This is to notify you that ZRS has provided me my security deposit and I wish to close the complaint. 

  
  

  Thank you so much. 

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

  Nightmare. Treated me like a delinquent. ZRs management is the worst. I have over 800 credit score and I'm never late. Lease agent is nice. Apartments ok. The management company is the absolute worst. Received all kinds of useless emails throughout the stay, but when it came time to receive the final statement, it was never sent. They had 4 email accounts in records, and not a single one received the notice. They had 5 different phone numbers in records to reach out to me and my family, but none were used to let us know how to make the last payment (because they wouldn'ttake it at the leasing office). At least 10 times attempted to get info in person as to how to pay the final payment to no avail. Leasing office would not take it, and corporate sent it directly to collections. Over 6 days I sent at least 5 emails per day and no answer. Meanwhile the collections agency treated me like I didn't want to pay. With all the scams nowadays, I simply asked for some time to try to find out from the lease agency managent as to why I never received the final statement or any way to pay it. Absolute nightmare. Horrible communication. *** managent is a horrible, terrible management company. If anyone wants proof, I may be inclined to post all the unanswered emails from the past 6 days. The rest, I hope you believe, I have absolutely nothing to gain wasting all this time to give a bad review, except I hope I can save someone from this experience. ZRSmanagement is horrible.

  Business Response

  Date: 03/27/2025

  I'm very sorry to hear about your experience.  Can you please tell me the name of the property that you resided at?  

  Customer Answer

  Date: 03/27/2025

  ZRS management's  reply was a quick "sorry 'bout yhat" and to ask which property from the many that they manage was this related.  First of all, ZRS Managent should find me by name, after all, they sent me to collections without ever sending out the final statement with the information of where and how to pay it off.  Second,  the problem was not at the apartment's local leasing office.  They told us repeatedly (at least 6 times in 1 month we went to ask), that *** would directly contact, that is E-MAIL us the final statement and the way to pay it.  We were also blocked from the portal we normally used to make payments, due to us no longer being residents of the apartments.  The complex was The Edge at **********. To reiterate, they were not responsible for this fumble and abuse....they are not the ones responsible for the final-end of lease payment processing. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23119459
  
  I am rejecting this response because:

  
  I was forced to pay through a collection agency under threats to damage my credit.  ZRS management never responded any of my emails, even after the local leasing agent marked to contact urgently. The collections agency placed an incredible amount of stress with their threats and mistreatment.   They continued to claim that it was my fault for allowing this to go to collections.  Collections waited for 5 days after 1st making contact with me to tell me my time had run out and they were going to report me to the credit agency.  Meanwhile,  the only response I've gotten from ZRS management is to this BBB complaint, less than 24hrs after placing it.  This is not proper business conduct. 
  Sincerely,
  
  ****** De La Plaza

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair 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.

  On 5/12/2021 ****** was given to the property where I resided which was **********************************************. I resided there up until 6/28/2024, in which the apartment was returned in the condition it was given and was completely cleaned out. It has been 9 months since my move and I have not received my deposit back. I placed a call in July 2024 in which I was told by the property manager at the time I would be issued the refund ***** days after I vacated. I have contacted the phone number and email on their website and no one has returned my call. I would like my money back as ****** is not cheap and they have no reason to keep my money.

  Business Response

  Date: 03/25/2025

  Hello, 

  we have notified the team at the office located at ************************************** and they have your physical refund in the office. please touch base with the new management team to retrieve your check.

  Customer Answer

  Date: 03/26/2025

  I did speak with the assistant property manager and the refund they have is about ****** short of what I gave them 393. To be exact . There is no breakdown of where the money went or why I am receiving less than what was given . I was given multiple numbers in which I followed up with but no one has been able to tell me how I got ****** from ******. It doesnt make sense as I have always received my full amount . 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23108508
  
  I am rejecting this response because:   Date Sent: 3/26/2025 11:22:54 AM
  I did speak with the assistant property manager and the refund they have is about ****** short of what I gave them 393. To be exact . There is no breakdown of where the money went or why I am receiving less than what was given . I was given multiple numbers in which I followed up with but no one has been able to tell me how I got ****** from ******. It doesnt make sense as I have always received my full amount 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:03/21/2025

  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.

  Hello, I have been trying to get a resolution to three issues: 1) Cooking voucher for two that was promised when I signed my lease December 2023 2) $2.29 fee that has recently been charged to my account starting February. It is not listed in my lease contract, and I was told by the office that they are not able to adjust it however I have been here over a year on the same contract and this fee just started. MY LEASE DOES NOT STATE ANY SERVICE CHARGES; ******** advised me to check the lease. The fee also just started in January and I have been here a year without any service fees being charged. 3) The renter's insurance violation fee of $35 that has been charged multiple times even though I have had credible coverage since the start of my lease contract with no lapse in coverage. I have attempted to speak with the office staff, but they are aggressive and dismissive on the matter, the resolution from the manager ******* was "ok and" or "it is what it is" and the rest of the responses from the assistant manager ****** and the leasing agent ******** can be sent via attachment. I would like all the fees removed from my account that are not part of my lease and that are invalid. I would also like to receive my vouchers for the cooking before the end of my 18 month lease since I won the tickets when I first signed the lease.

  Business Response

  Date: 03/27/2025

  To whom it may concern,

  We have been trying to communicate with ******* and have been playing phone tag.

  She did correct her ******************* so we were able to remove the non-compliance fees.  Regarding the cooking class, this was an incentive/contest by prior management.  We were able to confirm the class had a value of $200 and are able to send to her as a gift card once we are able to have contact with her.

  After contact is made, all complaints will be resolved.
  
  Regards,
  
  ******** ****

  Customer Answer

  Date: 04/06/2025

  I still have not received the gift card. I have called and emailed and still havent received it. 

  Business Response

  Date: 04/07/2025

  Hello,

   

  The e-gift card was emailed on 4/3/25 and was sent to ****** ******* at *****************************************.  The system does show this as unclaimed.  You might want to check your spam folder. Email may mention "community rewards".

  If you are still unable to find it, please come to the office and the team can asisst you.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23101352
  
  I am rejecting this response because: they sent the gift card attached to the portal and there is no way to claim it. On the app you have to have 500 points or more to claim any gift cards. I went to the office and was told by the manager that I would receive a detailed answer how to claim it and I still have not received that. 
  

  I also have been asking for a lease renewal since March and my lease is up June 16. Still no renewal but I was told by ******** that I can submit my notice to vacate. 
  

  Why is it so hard to get things resolved with this property? 
  
  Sincerely,
  
  Mo *******

  Business Response

  Date: 04/15/2025

  Please come to the office and we can walk you through the acceptance of the gift card.  It is there and is still pending for you to claim.

  Customer Answer

  Date: 04/19/2025

   
  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,
  
  Mo *******

• Initial Complaint

  Date:03/21/2025

  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.

  Complaint against: ZRS Management - Mosaic Dallas Issue:Improper billing practices and credit damage I am filing this complaint regarding ZRS Management's handling of my account after moving out of Mosaic Dallas. Upon vacating the property, I was never provided with a final bill or statement regarding any outstanding balance. ZRS Management made no attempt to contact me via phone, email, mail, or any other method to notify me of a $300 balance or to request payment.Without any prior communication, ZRS Management sent my account directly to collections. I only discovered this situation when I noticed an unexpected collections account on my credit report. This unprofessional practice has damaged my credit score and could potentially affect my ability to secure housing in the future.When I contacted their office about this issue, they:1. Refused to recall the debt from collections 2. Would not remove the negative **** from my credit report 3. Failed to provide appropriate corporate contact information to escalate the matter I believe these actions violate fair debt collection practices, as I was given no opportunity to address or dispute the charges before they were sent to collections. A responsible property management company should provide proper notice and reasonable time to pay any final balances before taking such damaging action.Desired resolution:I request that ZRS Management:1. Immediately recall this debt from collections 2. Remove the negative **** from all credit bureaus 3. Provide me with an itemized statement of the alleged charges 4. Allow me a reasonable timeframe to review and settle any legitimate charges directly with them Previous attempts to resolve:I have contacted the local management office multiple times but have been unable to reach anyone with authority to resolve this issue. They have refused to provide corporate contact information for escalation.

  Business Response

  Date: 04/07/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you've experienced regarding your move-out process from *************. We understand how important clear communication and proper handling of final billing are, especially when it impacts something as vital as your credit.
  

  First and foremost, we regret that you did not receive your final statement and were unaware of the outstanding balance. Our intention is never to surprise residents or negatively impact their credit without providing notice or the opportunity to resolve any issues.
  

  We are currently reviewing your account to better understand what occurred and will ensure a thorough investigation into the communication process following your move-out. We take these matters seriously and are committed to fair and transparent practices.
  

  Regarding your concerns, heres what we can do:
  1. We will gladly provide you with a detailed, itemized statement of any charges associated with your final account.
  2. We will reach out to our collections partner to explore the possibility of recalling the account, as well as options to update your credit report upon resolution.
  3. We are happy to work with you directly to resolve any legitimate balance and offer a reasonable timeframe to address this matter once full information has been shared.
  4. Additionally, we will provide contact information for a corporate representative who can assist you further, should you need additional support.
  

  Please know that our goal is to find a fair and timely resolution. We truly appreciate your patience and the opportunity to correct this situation.