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

  333 E Palmetto Park Rd Boca Raton, FL 33432-5167

• 

  ZRS Management LLC

  1919 Clarendon Blvd Arlington, VA 22201-2918

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:10/04/2022

  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.

  We renewed our lease on 2/11/2022. We told them at the time we were just renewing for those 8 months and then would not be renewing again. My partner and I before renewing the lease had a strict threshold of 'If they want us to pay more than $1400 a month, we'll just go now and not renew.' When we renewed it was about $1300-ish. Which is close to our budget, but whatever. A few months after renewing, our bill was suddenly higher than before, over that $1400 breaking point for us. When we went down to the office to complain, they said it was all a part of the lease, and that was the water bill. Now here is where I take issue with all of this. Previous leases, water was included. If they decided not to include it in this lease, that wouldn't have bothered me, but they checkmarked that they WERE paying for water, and had an addendum stating that WE, the tenant would actually be paying for the water 'if applicable'. I understand that an addendum over rules the original lease, but the wording of it said if we were 'applicable' to pay that sort of fee, which since the lease stated we didn't have to pay for water, we assumed didn't apply to us. Got told tough luck, that's the way the cookie crumbles. Few months later I remind them we'll be moving out in October. They remind me they need it in writing so I drop by the office to drop it off. Somehow they never received it, and when my new landlord asked for a reference, they said I hadn't given notice, so now they're trying to charge me $1294 for losing my paperwork on top of so much else. There's the fact my pipes were leaking into my living room for months and I literally had to threaten to go to the city or the BBB to get it fixed because they would come and 'fix it' but it would only fix it for a day or two and would never listen when I said it wasn't fixed. I was afraid to take a shower in my own apartment for months since that would make the leaking worse. They have never once cared. I have lots more examples if needed
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Hello, my name is Jamie P******* and I am the property manager at Hamilton Point. I recently had a conversation with Ms. ******* and her partner regarding their notice to vacate. I am confused by her complaint as she stated to you that she "dropped by the office to drop it off" but per the email that she sent me on 9/26, she indicated that slipped her notice under the door back in June. When I clarified what door she was referring to, she informed me that it was a side door that was taped shut at the bottom at the end of 2021. When I asked her if she ever followed up to verify that we received her letter, she said she did but could not tell me who she spoke with.
  
  Per the terms of the lease contract that both Ms. ******* and her partner signed, a tenant is responsible for paying a liquidated damages fee (equal to one months rent) if they fail to provide a proper notice to vacate, which according to the lease, is a 60 day notice in writing. Because we have no written notice prior to the one that they both filled out in my office on September 26th, they are being charged the liquidated damages fee. In addition, she sent me another email on 9/26 stating that she was "relieved that we were able to come to some sort of compromise"
  
  With regards to the other claims in her complaint, we have no open work orders for her apartment as of today, 10/10/22.
  
  Should you need any additional information, please reach out to me via email. My email address is ******************************************************
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  
  I can't remember exactly when I took it down to the office or if I slipped it under the front or side door because it was so many months ago, and I didn't think I would have to defend myself like I'm on trial. If I knew this was going to happen I would have recorded a video of myself slipping it under the door. But unfortunately I couldn't predict the future we are currently living in. I'm unsure why we're having issues with the office not having our original notice to vacate, because of the last 3 apartments we've lived at, we never had any problems with management or them receiving our notices. If it helps, my partner informed me that I was mistaken. June was when I followed up to make sure it was received, but I gave our notice to vacate soon after we renewed our lease in February. So my apologies for giving you the wrong month in our initial discussion. Also I'm perplexed on why the idea of me slipping it under the door seems to conflict with me dropping by the office because the door I slipped it under was at the office. I dropped by the office to slip it under the door. Also I know you said in your response that the door was taped up in 2021 but that's surprising to me because when we spoke in your office you said it was taped up a little over six months ago, which would put it being taped up sometime around April.
  
  I understand the part of the lease where we would pay liquidated damages if we didn't give a notice to vacate, but the reason I'm upset is because I did. Almost 8 months ago now. Which is far more than the 60 days needed and I'm upset that because the paper can't be found, that I will be screwed out of over a thousand dollars.
  
  Also in regards to me being relieved we can find some sort of compromise, you'll note that that email from me was sent at 3:30PM, and at 3:34PM I sent another email where I said my partner and I would be coming down to the office to discuss it in person and see what we could work out. I said I was relieved at the time because when it comes to this apartment complex I feel like I'm fighting a losing battle and I so badly want to give up and be done with it and take the disrespect, but my partner helped remind me that this is a very unfair situation of us having to pay over $1000 because the office lost the paperwork somehow. I understand losing paperwork but please own up to your mistakes. I understand no one is perfect, but please admit when you've made a mistake.
  
  I also want to note that although in that first email before we spoke in person I said I was relieved, less than a few hours later my partner and I were in your office trying to explain our side and explain how we really don't think we should have to pay those 'damages'. You may remember I was visibly crying because I was so overwhelmed and saddened by the fact that I felt like we weren't being heard and no one was helping us, just saying sorry we can't do anything. So, given the fact I was crying from feeling so absolutely powerless and helpless, I feel safe to say that I did not feel 'relieved' anymore at that point and I thought that was clear.
  
  I don't remember who I spoke to in June because again, it was almost 4 months ago and I didn't think to write down every detail of who I spoke to and when because I didn't think something like this would happen. I have never had something like this happen at any previous apartment complexes I've lived in.
  
  Also, as per my complaint about the pipes, you'll notice I said it was a former problem. I stated they were leaking, not are leaking. It was fixed, after I begged and cried and had panic attacks in my own apartment for months, and only when I threatened to complain to the city did anyone even consider doing anything. I didn't say I had any open work orders at this time. I was just using some previous examples of how management has overall really let us down as tenants.
  
  Should you have any further questions or comments, please feel free to respond as I am through the BBB, but if you must, I would greatly prefer if you responded over email as opposed to calling because I think it's clear that I can not take anything said to heart unless there is a paper trail. I have tried for so long, and tried so hard to be understanding but I have genuinely never in my life had a company treat me so lowly, and when I've tried to raise concerns I am simply dismissed, much as I am being right now, and as I was when I was in your office.
  
  Looking forward to your response and hoping we can have a productive conversation.
  
  
  Business Response /* (4000, 11, 2022/10/24) */
  After speaking with Ms. ******* via email, we have agreed to a reduced liquidated damages fee of $700, which is equal to her security deposit.

• Initial Complaint

  Date:10/04/2022

  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've been a tenant for 6 years and this is the worst I've ever lived in my life. I have contacted corporate, property managers, staff, and maintenance no response in over 3 months. I've left too many messages and emails to count. I have all emails, text messages from a previous district manager( who finally texted me back today saying she no longer works for the company). No one answers the phone in the offices, no emails response just nothing. My emails and pictures speaks for itself. I will be acknowledged only if I don't pay my rent on time and that's sad. We are being treated like ANIMALS AND NOT HUMAN BEINGS!!!!
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 6, 2022/10/05) */
  Good afternoon,
  Ms. ***** was contacted via telephone on October 5th at 10 AM to go over her concerns and issues in her unit. We made a list of items in her unit that needed to be addressed and had a maintenance technician complete them at 1 pm on October 5th. We also discussed her renewal and/or transfer options. I followed up with an email and she responded that she was satisfied with today's conversation.
  
  
  Consumer Response /* (3000, 8, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did speak to the property manager Dani in regards to my 3 month old issues. She explained all my options and some extras ( thanks Dani) and sent the maintenance man Mr. K**** right over . He has always been very helpful and goes above and beyond whenever he has received any of my previous request this time it took 3 months. It was a relief to finally speak to someone and have some of my maintenance issues taken care of. Dani was a big help today. I also would like to say one of the assistant property managers swears she has a law degree and isn't knowledgeable of anything besides her name. She will try to over talk you like you aren't intelligent and don't have written proof of what you're saying. They should replace her with someone who knows the role of a property manager, has etiquette and not someone who is rude and clearly wants to be a lawyer or something. Please make sure to keep all emails, phone calls, and any ledgers of your payment history. I am satisfied that finally maintenance issues are being fixed after 3 months or more. I'm not satisfied that my unit isn't worth what I'm being charged ( not upgraded) and after my lease is up in December the rate will be higher ( totally not worth market value) and they aren't willing to negotiate my rental rate in the event I'm unable to find a home for my family. Keep in mind I've been a tenant for 6 years. Prayerfully I will find a house before my lease is up in December. Honestly it's been stressful living out here. It's going to take a lot for future tenants to be satisfied calling ***************** home. Everything I said is honest and true.
  
  
  Business Response /* (4000, 10, 2022/10/07) */
  ZRS Takes complaints against our staff members seriously and will be looking into the reported behaviors to ensure they are not repeated. Thank you for bringing this to our attention.
  
  
  Consumer Response /* (2000, 12, 2022/10/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you. This isn't the first time that Patdricka has been rude. We had a previous conversation and she attempted to tell me what she thought was a law and stated to me in regards to my living situation, " Have you thought or tried to move out and find somewhere else to stay". She is very rude and not qualified to be a property manager. I had surgery July 11 and she came into my apartment without my consent and was very rude to the person who was there. When I talked to her on Wednesday she said she came to my apartment twice and I wasn't there, I told her I previously informed her I was having surgery on that date and she argued with me swearing she wasn't there when she was. She is loud and highly rude. Please look into this as I am an honest person and I would never tell a lie or exaggerate any situation. This is why I keep all correspondence. I would like to receive a call from someone at ZRS management to resolve all my issues. I have called and left numerous messages and no one has called me back in months. I was told the complaints go to my property manager and thats disheartening.

• Initial Complaint

  Date:09/23/2022

  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.

  The property manager Daniella H******** at ************* wrongfully and unjustifiable charged my account $50 for NSF (no sufficient funds). I have made several attempts to resolve this fee and have only been met with an incompetent , hostile, disrespectful, unprofessional manger and assistant manager who do not know the meaning of a non sufficient funds transaction.
  Two payments of $1699.52 was charged to my account (9/3/22 see attached for transaction)for rental payment for the month of September. My Bank issued a credit back to me because of the duplicate charge(see attached) , Daniella H******** then placed a $50 NSF fee on my account( October statement attached) , ignoring the fact that my Bank did not charge a fee to my account because this was not a NSF transaction it was a credit and my account was NOT overdrawn at the time both transaction posted. I have verified with my bank that no fee was assessed to *************, therefore I should not be charged a NSF fee by ************* . I called the property manager Daniella on a recorded line with the***************** representative who spoke to Daniella and explained to her that this was not a NSF transaction because the funds were covered in the account when both payments posted. Daniella said she do not understand what the NSF is and that the fee was on my account because my money was given back to me for one of the charges. I do not owe any rent for September, because it was paid twice , however Daniella and Laura are insisting that the NSF is justifiable because the bank charged ************* a fee, the *************** representative explained to Daniella that NO fee was assessed from *************** to ************* because this was NOT a NSF transaction. Daniella proceed to hang up the phone and is refusing to remove the unjustifiable fee. The property management at ************* is dishonest, incompetent and unprofessional. This complaint to recover this fee.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Good afternoon,
  Please be advised that when we receive an NSF check, we are charged for it by the bank. Therefore, we charge the resident who presented the non-sufficient fund check. To resolve this issue, we have credited this resident's account for the NSF fee.
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to reiterate that this was not a NSF transaction, It was a duplicate payment credit transaction. ************* received both rental payments for September on 9/3.I was not charged a NSF fee by my bank because my account was not overdrawn, my bank also confirmed that no fee was assessed to *************.
  I received a call from a representative of ZRS Management, and was told that the property manger has been instructed to credit my account for the NSF fee. This issued was finally resolved by a sensible person.
  
  
  Business Response /* (4000, 11, 2022/10/18) */
  This fee has already been reversed and credited to the resident's account, as was explained after the original complaint.

• Initial Complaint

  Date:09/23/2022

  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.

  To be brief our dog was attacked and killed by a large breed dog at*********** Apartments. This happened on August 13 and has yet to be resolved. ZRS Management dragged their feet while we have jumped through hoops to prove who the dog's owner and which unit they were in. Management has not followed up or kept us informed about what was going on. If this had been a child I'm sure it would have been a priority. That's what basically happened and I just want it known that tenant safety is not a priority here. I have been here since 2011.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/27) */
  The on-site and corporate management teams take all incidents and allegations very seriously. We appreciate the time Mr.******* and his wife spent providing the management team with the additional information and documentation needed to perform our investigation. The information has been sent to the property's attorney for legal advice. The onsite team is following the direction of the property's attorney, and the issue is being addressed. Due to the nature of this incident and to protect all parties involved, we are not privileged to speak to either resident about the legalities of this incident.

• Initial Complaint

  Date:09/12/2022

  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.

  My husband turned in a move out notice on 6/11/2022 to property manager Roy B**** at The******* Apartments which included our forwarding address. He moved out on 6/17/2022 and on 6/18/2022 I received an email from Mr. B**** that was his final account statement. It stated that I was going to receive my full refund back of $500 (no damages) and a credit of $311.79. In the state of Florida, a landlord has 15 days to return a deposit if there is no claim against it. After two weeks of not receiving the check, I called the******** and they said it was still processing. When I didn't receive it by 7/15/2022 I started calling and they finally answered saying that they don't send mail to PO Boxes even though the property manager is the one I gave my address too and he didn't say anything about that nonsense rule. I gave them my in-laws street address to mail it to (my rural town doesn't have postal service. we all have PO Boxes). Two weeks later, still no check so I start calling again and leave several messages. On 8/19/2022 I received an email saying that because of the PO Box being listed my refund was still processing. This is unacceptable!! It has now been almost 3 months since my initial move out and over a month since I gave them my in-laws address. I want my refund check overnighted to me within the week with an email that includes the tracking number. I am filing a complaint with every business and real estate entity that I can so nobody else has to endure what I have. I was a good tenant who paid on time and left my unit in pristine condition. When we turned in our early move out notice you guys wanted over $2500 which I gave you THAT DAY...WHERE IS OUR REFUND?? Calls, emails, and messages are not being returned, this is unethical and unacceptable!
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Full refund was delivered on 9/14/22 via *** tracking ******************.

• Initial Complaint

  Date:09/12/2022

  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.

  My air conditioning has been out in my unit since August 14th. It is now coming up on a month and it still hasn't been replaced. It's an average of 80 degrees in my apartment and this property has done nothing to fix this issue or accommodate me. These property also makes its own rules when it comes to visitors. They don't follow the lease I signed. And my last issue with this property is that concierge opened my door to my apartment with a key to let the police into my apartment with no warrant without my permission which is illegal on all fronts. I want this issue addressed. And this is the first step in a lawsuit. ZRS owns the Mosaic Dallas apartments in Downtown Dallas. This is the specific property that has refused to do what is necessary for their tenants and violates peoples civil rights. The manager in the office is extremely rude and condescending
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Resident reported AC was not working properly on 8/16/22. Maintenance visited unit that day to check on unit and make repair. On 8/17/22, resident reported the repair did not work. Maintenance placed an order for a replacement HVAC unit that day. The size HVAC unit required to cool this size unit is not kept in stock and had to be ordered through our vendor. The AC unit arrived on 9/26/22 to the vendor and is being installed on 9/27/22. The resident was offered the property's model apartment to reside in while this issue was ongoing due to the lead time of the HVAC order.
  
  Resident wanted a guest who was not on the lease contract to be provided access to the unit. We only allow leaseholders access to keys and therefore advised he could not access the unit without the resident on the lease. The guest became aggressive with the concierge team and the police were called to handle the situation. Anything the police did to handle the situation should be addressed with law enforcement as it is out of the control of management.

• Initial Complaint

  Date:09/09/2022

  Type:Product 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.

  Recently applied with Atelier in Dallas. My partner and I were told our application and admin fee would be reimbursed to us, we ended up not being able to move forward with our application due to unforeseen circumstances. After this we were told only our admin fees would be given back to us even after we told them we had it in writing from Taylor P. the leasing agent we toured with. It's been well over 30 days and we haven't received any refunds of any amount.
  

• Initial Complaint

  Date:09/08/2022

  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.

  My roommate and I recently moved out of the************************* apartments after 13 months, and the move out process was disorganized and misleading. The move out date stated on the welcome letter we received when we first moved in was 09/03/2022 and we gave our move out notice on 08/02/2022. When we asked about our failure to provide a 60 days notice the leasing agent we gave our notice to explained we would receive a penalty of around $300, and made no mention of any changes to our move out date of 09/03/2022. On 09/01/2022 we were charged rent for the entire month of September at a month to month rate of $3200. By this time, we had already paid $505.25 for our moving company and $2237.28 for our first month's rent at our new apartment, in preparation for the move out date stated on our welcome letter. We brought our concerns to the leasing office and we were told for the first time that our move out date had been adjusted to 09/31/2022, and we were responsible for paying September's rent at the month-to-month rate. After hearing this news I requested to speak to the property manager. The manager reached out to me two days later to explain that the most she could do for us is charge an insufficient notice fee at our normal monthly rate of $2060 and instructed us to turn in our apartment keys on 09/03/2022. Upon this conversation with the property manager, we officially moved out and turned in our keys on 09/03/2022, as a result we received our final statement of $2300.94 on 09/07/2022 and our unit was listed on the apartment's website with an availability of 09/15/2022. We are very unhappy and dissatisfied with our move out experience. Considering we moved out on 09/03/2022 and our unit is listed with an availability for move in on 09/15/2022, we do not agree with having to pay an insufficient notice fee that amounts to a full months rent as a result of miscommunication and inconsistency among the property staff.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/22) */
  As per the lease agreement residents are required to provide a 60 day move out notice. Additionally, resident received a reminder of the move out notice requirement on their renewal offer, emailed on 06/21/22.
  Resident's lease expiration was 08/31/22. Resident provided move out notice on 08/02/22 causing the remainder of the notice to overlap the expiration of the lease agreement, under this circumstance the number of days to complete the 60-day notice requirement past the expiration of the lease agreement are charged at month-to-month fees. The renewal offers also contained information about the cost of month-to-month rate at $3200.
  According to the 60-day move out notice requirement, the notice was delivered by resident on 08/02/22 putting their move out notice status through 09/30/22.
  
  Resident reached out to management on 09/01/22 and communicated that he was officially moved out of the apartment and expressed their intent to turn in keys. Resident also requested negotiation for September's rent given the high cost of the month-to-month rate and expressed that paying September's rent at month-to month was putting a strain due to them having to pay rent at their new apartment.
  
  Resident spoke with Property Manager on 09/03/22 and was informed that Management is unable to change the notice requirement however Management agreed to charge the remainder of the notice at his most current rent and code the charge under insufficient notice fee instead of rent; given that it was expressed the financial difficulty to pay double rent. Otherwise, the full balance for September was going to be due immediately and any charge coded under rent is subject to late fees.
  
  Resident was explained that management was going to take possession of the apartment and it was agreed that the remainder of the notice was going to be charged on their final move-out statement under insufficient notice fee in efforts to avoid late fees and/or additional fees if the balance was not paid immediately and it remained coded as rent.
  
  Management reserves the right upon obtaining possession of the unit to market the apartment, however the unit as of 09/22/22 remains vacant and has not been leased.
  
  
  Consumer Response /* (3000, 7, 2022/09/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We appreciate the response, but we respectfully do not accept it. We understand that the contract requires a 60 days notice. However, at the time we were not aware that failure to provide a 60 days notice would change our move out date and neither was the leasing agent we spoke to. A vital piece to our situation was left unaddressed and that is the leasing agent we gave our notice to led us to believe there would be a penalty of around $300 for our failure to give a 60 days notice and our move out date would remain the same. As a result of this conversation, we moved forward as if we were moving out on 09/03/2022 as stated on our lease agreement. Had we not been informed this misleading information by the leasing office staff, we would not have paid almost $3000 for movers and first month's rent for a new complex as early as we did. Considering this miscommunication from the leasing office staff, we still believe the final bill we were given of $2300.94 is unjust.
  
  
  Business Response /* (4000, 9, 2022/10/04) */
  As stated in our original response, the resident spoke with the manager on 9/3/2022 and all fees were discussed. The fees were charged correctly.
  
  
  Consumer Response /* (4200, 11, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  All fees were discussed however, the fees were not agreed upon and that is why we took our complaint to the BBB. We still feel the final bill is unfair considering the misinformation provided by the leasing staff. If our initial request is unable to be fulfilled, we are respectfully asking that our final bill be adjusted to reflect half of a month's rent instead of a full month's rent. We vacated our apartment according to the date listed on our lease agreement, 09/03/2022, and the unit was made available for 09/15/2022, therefore we feel it is fair to be charged from 09/01/2022-09/15/2022.

• Initial Complaint

  Date:09/06/2022

  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've been living at what is now The Brookhaven Collection-The Hendrix since 2021. I've been very understanding and very patient with this new management team and the issues that arose once they took over in May, but at this point it is clear that this management company/team are incompetent and lack compassion and empathy for tenants. My AC has been broken since early August(8/6-7). The week of 8/23 we were told it would be fixed LAST week(8/29-9/2), it is now September, and no one arrived to fix my AC. Sure, I have a portable unit but the fact of the matter is no one is telling truth about when my AC will be fixed and this portable unit does not cool my entire apartment. I haven't received any follow-up and nothing ever gets done unless you continue to go to the office to follow-up and use colorful language. There are also a few more issues going on around our community that have yet to be FIXED and its been MONTHS. The gate has been broken for MONTHS. All of the entrance and exit doors at The Hendrix are broken! They do not close or lock correctly. This includes the MAIN door with the call box. Trash is constantly piling up every where, attracting wild life, bugs and it STINKS. I've sent emails about these issues before but no one responds to emails. I am exhausted with the responsibility always been pushed off to the previous management company/team and what they did or didn't do as an excuse for the behavior and lack of service we are receiving from ZRS. I simply do not have the energy to continuously go to the office, and receive no customer service or help. Please let me know when my AC will be fixed, and if it will not be fixed THIS week(9/5-9/9) then I will request compensation or a concession on next months rent. I have expressed my gratitude for the changes I have seen, but the ball is continuously dropped when it comes to service for important matters. I prefer to be contacted via email IF anyone responds.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Thank you for your feedback on your experience in your home. We will be reaching out to you directly for an update on all items you have mentioned here.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have spoken to the regional manager in detail about the issues in my complaint. However, I am not accepting this response until I see and receive an actual resolution or see the issues being resolved.
  
  
  Business Response /* (4000, 9, 2022/09/22) */
  WE do understand the need for resolution. As spoken about, these items are underway to be rectified on the property. We look forward to their completion in the coming weeks.

• Initial Complaint

  Date:09/01/2022

  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.

  As of 8/23/2022, My AC has been out for a month, I've put in a service request and it is currently on hold. I was told my air would be fixed over a week ago and it is not. I've still paid my rent but am not receiving what Ive paid for. The first time I went 3 days without a portable unit. When they finally provide a unit, there was only 1 for the living area which does not cool my 2 bedroom/2 bath unit and the portable leaked where towels and blankets had to be used to soak up the water. I was told I'd have to wait for another portable unit to become available. My air was also out in May for 2 weeks, I also did not have a portable unit for days. My air was out in June for 2 weeks as well. A total of over 8 weeks during the hottest months of the year without air, along with my health issues and medication is not acceptable and leasing was made aware of this. GA is hot, of course, and there have been days I have to stay elsewhere due to the heat being too much, which Also requires me to incur additional charges beyond my rent. I've called the leasing office, left multiple messages and still have not received a return call. I've gone not the office and been told management will follow up with me, and they have not. They have received my FULL rent every month and this is not right. My work order status currently shows on hold and has been in since 7/29/2022. I'm looking for the issue to be resolved and compensation reflected in my rent due to the inconvenience and not receiving what I pay for. About a year ago a complaint was filed with BBB in regards to my AC, the run around from leasing and no compensation was offered or requested. I've had several service calls in regards to air, this has been the worse and longest.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 17, 2022/10/20) */
  Hi *******,
  The property sold as of 9/30 and we no longer have access to your account. However, from your work order history, we can see your request that were made. We also see notes where the team immediately responded and fixed the issue. One was a frozen unit due to a clogged A/C filter 7/13, the other was a capacitor that was replaced after there was a power surge 7/30. I show the team even did a follow-up as well to ensure your unit was working properly. If you are having any further issues, please reach out to the new management/ownership group to further assist.