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Business Profile

Property Management

ZRS Management LLC

This business is NOT BBB Accredited.

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Complaints

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

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ZRS Management LLC has 6 locations, listed below.

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    Customer Complaints Summary

    • 277 total complaints in the last 3 years.
    • 90 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:07/18/2022

      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.
      I have lived at the Arbors of Orange Park in Orange Park, FL for 5+ years. The first week of May 2022 I handed in my intent to vacate the property at the term of my lease on 7/14/22. July rent should have been prorated however it was not. When I went to pay my July rent on 7/3/22 the resident web portal reflected an amount upward of $1600 due to being charged a full months rent. Due to the holiday the office was closed 7/4/22 so I called first thing 7/5/22 and asked them why I was being charged a full months rent. I was told my intent to vacate was not on file and they weren't aware I was moving out. They must have found my intent to vacate because the web portal was updated to reflect correct prorated amount. I, however, was charged a $150.00 late fee because of managements error. I have called, left voicemails, emails, sent messages thru their online portal from 7/5/22 til today with no response. I finally went into the office today and was told by Heather that I owe the late fee because my intent to vacate was entered on 7/2/22. In no way is it my responsibility as a tenant to file paperwork timely and have their resident portal updated to reflect correct amount due at the time of amount due. I have no issues with paying the amount I owe (and actually have been trying to do so) however the total disregard, lack of help and flat out horrible service should not warrant ME being responsible for $150 late fee. I have history of paying rent on time for an extended period of time. To leave this way puts a sour taste in my mouth and I surely won't be recommending this community or management company.

      Business Response

      Date: 08/02/2022

      Business Response /* (1000, 5, 2022/07/21) */
      Hello Ms ******,

      Thank you for your message. It comes with great disappointment that you leave the property with a bad lasting impression. This is definitely not how we want our residents to feel. I will absolutely use this as an opportunity to discuss the importance of proactive and healthy resident communication with Heather. Hopefully we can improve as a community from it.

      Sincerely,

      Levi ******
      Regional Manager
    • Initial Complaint

      Date:07/15/2022

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I moved out of the****** Apartments in ***********, TX (managed by ZRS Management LLC) on 6/27/2022 and left the apartment in near perfect condition, and did a move out walkthrough despite ZRS's failure to provide a Move-out Letter, as they are legally obligated to do in TX. Despite no issues being mentioned during the walkthrough, I received a $589.38 charge for the replacement of non-existent carpet damage on 7/11/2022. Upon inquiry regarding this charge, I convinced Ebony S**** (building manager) to provide me with the invoice for the purported carpet replacement along with pictures of the claimed damage. What I received was an estimate from an obscure company called********************************, showing a $0.00 charge and some blurry pictures of the carpet (see attached documents). I attempted to resolve this in a civil manner, even offering to give up my security deposit to put this behind us, which Ebony rejected. As it turns out,******************************** has not operated in at least 7 years (as shown in the attached documents), solidifying my belief that this charge was fabricated. In fact, it appears Ms. S**** and ZRS have been carrying out a scheme using this non-existent contractor to defraud many residents of the****** upon move-out. This is absolutely egregious behavior, especially at a time when many people are struggling to pay their bills. I investigate financial fraud for a living and have rarely seen such a despicable scheme of this scale. I am submitting the evidence I have collected to the BBB first, as I'm willing to work with ZRS/Bevan to resolve this privately for fair financial compensation. However, if they are unwilling to work with me with the help of the BBB, I will feel morally obligated to submit this evidence to the FTC, State AG, and contacts at the DOJ that I have worked with in the past. I want to be clear, however, that my goal is to settle this matter privately with the BBB's assistance.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/07/29) */
      Mr.******* moved out of ***** on 6/27/2022. On 6/27/2022, the assistant manager walked the unit with the resident upon move out. She took pictures of the carpet and informed Mr. ******* that she would need to have a contractor come out to bid the carpet. The assistant manager called out their carpet cleaning company on 6/28/2022 and stated they would not be able to clean the carpet due to pet urine throughout. The property manager ordered new carpet to be installed through Texas Southwest Floors. The property manager charged Mr. ******* the cost of the carpet replacement minus the depreciation of the carpet life cycle. Mr. ******* did pay a $350 pet fee; however, this is a fee that is non refundable and does not apply to damages, per the lease. Mr. ******* did pay an apartment deposit of $250. The total cost of the carpet replacement was $589.38. He also had a balance of a final water/sewer bill of $29.53. We applied his deposit of $250 toward the balance which left him with an outstanding balance of $368.91. I have attached pictures of the carpet and his Final Account Statement. With respect to Mr. *******'s claims set out in his Complaint, we would first note that he is actually already aware of our position with respect to his claims. Specifically, our offices previously prepared and sent to Mr. ******* a comprehensive accounting of the disposition of his security deposit, which addressed each one of his contentions, claims and demands with respect to these matters. We have previously investigated his claims , and In all we have already informed Ms. ******* that we respectfully disagree with his claims concerning his security deposit or the condition in which he left his unit when he vacated our community. We certainly deny we have either wrongfully retained his deposit or failed to adequately document the poor condition in which he left the unit, necessitating the retention of his deposit.

      We have already informed Ms. ******* that we do not believe he is entitled to any consideration or possible compensation, as he repeatedly demanded from us in his prior correspondence. He now appears to be using your good offices to again forward his efforts to gain compensation for claims that we have previously determined to lack any basis in fact.

      Nothing contained herein shall constitute an election or waiver of any rights or remedies we may have in this regard; it is our intention to preserve all rights and remedies available pursuant to the underlying lease and applicable state and federal law. Additionally, any delay or postponement in taking any action shall not constitute a waiver of our right to take such action at any time. Further, nothing contained herein shall constitute a waiver of any other default which may currently or hereafter exist.

      It remains our sincere hope that this matter can be amicably concluded, but that depends in large part on Mr. *******. In any event, if you have any questions or comments regarding this matter, or if you need any further information from us in support of this response, please do not hesitate to contact me. We look forward to hearing from you soon.


      Consumer Response /* (3000, 8, 2022/08/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have seen ZRS's response to my complaint and would like to DO NOT accept their response. I would like to clarify a few things:

      1. The assistant manager did not say a word about the carpet during our walkthrough. That is a lie. If she noticed any issues with the carpet during our walkthrough, why didn't she document them in her pictures from the walkthrough? See ZRS's document titled "334-Move out pictures" - These pictures were taken during the walkthrough (which I had to proactively schedule, as ZRS/***** never sent me Move-out Instructions/a Move-out Letter, despite their obligation to do so under Texas State Law). I do not see how any one of those pictures shows anything beyond "normal wear and tear" - which there should not be any charge for, per the lease agreement. Further, NONE of these pictures taken during the move-out walkthrough are focused on the carpet, nor do they provide any evidence of "excessive pet damage" requiring the carpet to be replaced - in fact, they show no damage to the carpet whatsoever, aside from perhaps some normal wear. Look at the pictures in that document and tell me if the person taking them seemed concerned about the carpet whatsoever, and if the carpet looked abnormal in any way. It certainly was not mentioned to me during the walkthrough, nor was I given a move-out letter or receipt following the walkthrough, as is common practice (similar to the unit condition form that I provided management upon move-in).

      2. Re: The statement:
      "With respect to Mr. *******'s claims set out in his Complaint, we would first note that he is actually already aware of our position with respect to his claims. Specifically, our offices previously prepared and sent to Mr. ******* a comprehensive accounting of the disposition of his security deposit, which addressed each one of his contentions, claims and demands with respect to these matters. We have previously investigated his claims , and In all we have already informed Ms. ******* that we respectfully disagree with his claims concerning his security deposit or the condition in which he left his unit when he vacated our community."

      The document ZRS uploaded titled "Final Account Statement" is what I was sent with no explanation or prior knowledge of any issue whatsoever with the condition of the unit. It shows the security deposit, the other small charges, which are legitimate and amount to $29.53. Therefore, I would accept the return of my $250.00 security deposit, less those legitimate charges (i.e., $220.47). As you will see in the document that I will attach hereto, I did my best to resolve this in a respectful manner, even offering to give up the rest of my security deposit to put this disagreement behind us. However, the Building Manager, Ebony S****, denied that offer and threatened to send my account to collections with the unjustified $589.38 charge for "Carpet replacement" as shown under "Additional charges/credits/payments after move-out." When Mr. S**** learned that I had looked into "*******************************" and found it hasn't been licensed to do business in the State of Texas since May 2015, she then attempted to proactively accept the offer she had just denied, although I had already told her that was off the table due to her initial denial and threat of collections, and the new information that had come to light. I will explain further below.

      3. The document uploaded by ZRS titled "Carpet Estimate12062" is the "estimate" provided by "*******************************," which as I have shown in the documents that I uploaded, has not been licensed to do business in the state of Texas since the Texas Secretary of State terminated the entity on 05/17/2015, and the Texas State Comptroller of Public Accounts terminated its right to conduct business in the state on or around 05/17/2015. Furthermore, the pictures in this document were not taken in my presence/during the walkthrough, do not even remotely show anything that justifies replacing the carpet (was that stain even noticed/visible/there when we conducted the walkthrough? I don't think so, considering it was not documented or even noticed in my presence) and, finally, considering "***************************" is not legally a real company permitted to conduct operations in the state of Texas, they do not have any legal basis to provide any opinion regarding the condition of the carpet. Not to mention it is incredibly unprofessional for ZRS/***** to use an unvetted contractor to make these ridiculous estimates after the move out walkthrough.

      I will upload an additional document that I put together summarizing ZRS/***** and Building Manager Ebony S****'s bad faith business practices and unwillingness to make a fair compromise until I discovered that the company which provided the estimate for the carpet is operating illegally. It would be one thing if I was the only former resident of ZRS Managed property with this exact same complaint, but I'm one of many. ZRS has exhibited a pattern of adding on unjustified charges post-move out, while documenting what amounts to nothing beyond regular wear and tear (very light regular wear and tear, at that) during the walkthrough. If there is one thing that I simply will not tolerate, it is large corporations taking advantage of their customers/tenants. There is clearly a reason the ZRS Management LLC has an F rating from the BBB, and although this has taken up a ridiculous amount of my time, because I investigate corporate malfeasance for a living I feel obligated to speak on behalf of the vast majority of tenants who don't know how to search companies with the Secretary of State's office, or the Office of the Comptroller of Public accounts to stand up and defend themselves.

      I will consider this matter resolved if ZRS will return the $220.47 that should be remaining from my security deposit (ignoring the fact that they are beyond the 30 day window in which they are legally obligated to return the security deposit). But more importantly than that, I want ZRS to stop taking advantage of their tenants in this manner and conduct business in good faith, which is what the BBB is all about, right?

      ZRS has stopped communicating with me directly, so I would greatly appreciate the BBB's assistance in settling this dispute. Thank you.


      Business Response /* (4000, 10, 2022/08/08) */
      Mr. ******* did create the damages beyond normal wear and tear; however, ZRS will refund the money to resolve the situation.


      Consumer Response /* (2000, 12, 2022/08/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I will accept this resolution contingent upon ZRS confirming that I will receive my full security deposit ($250.00), and that I can come pick up the check at the management office tomorrow. Feel free to contact me via email or phone if there's a specific time you would like me to come by tomorrow. Thanks.

      Also, thank you to the BBB for assisting me in resolving this dispute.

      For the record, it is ridiculous for ZRS to claim there were "damages" or anything beyond normal wear and tear in that unit when I moved out. But we can agree to disagree, I suppose.
    • Initial Complaint

      Date:07/14/2022

      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.
      ZRS Aspire gateway overcharged then altered account ledger line item for rent. 1810 in rent was paid they then altered the line item to 1780. The 30 dollars was never credited. In addition the final bill double charged service fees of and a full month of legal liability. I paid prorated rent ahead of move out and with no rent owed total billed; security deposit is $500. 30 dollars owed from account ledger altering. Total credit is 530. Correct final utilities to subtract from the balance of $530 is 195.95. Total owed is 334.05. Was told that a check was being sent for 272.57 leaving balance owed to me 61.48. Attached ledger altering proof. Breakout of the charges that are correct, material lease changes email and outline of being physically threatened by male employee, what they charged me and proof of payment that covered the entirety of the prorated rent amount. WARNING TO APARTMENT SEEKERS. If you question charges via email rarely get a response. When I was told to go into the office to go over "ledger" and getting no answers a male employee threatened to physically remove me. When I informed office of this was told he wasn't an employee and had no access to my unit, only to see him walking around with keys a few days later. If you're a woman and want to feel safe do not move here. Aspire added on "common area" utilities charges at random without providing formula which is required in the lease. They never addressed this. Roaches were a huge problem throughout tenancy and rent itself is extremely overpriced for the amount of issues you will either need to deal with or just blindly pay charges they decide on that month. Employees will just enter unit without notice. Attaching that email with proof as well. If you want clean, safe, straightforward apartment management company/complex, live anywhere else. Even if its more per month, the amount of time wasted with these people is worth spending more at a different complex.

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 5, 2022/07/27) */
      Mrs. ***** moved out of her apartment on 7/5/2022 and received her final account statement outlining her final charges as well as final utilities. On July 12, 2022. Mrs. ***** did inquire about the charges on July 13, 2022 and all charges were reviewed with Mrs. ***** via email and another ledger sent to her. Mrs. ***** is due a refund of $272.57 which was mailed on July 14, 2022, the same date of the complaint. Please allow time for the check to arrive. If the refund is not received please reach out to the community for further review.


      Consumer Response /* (3000, 7, 2022/08/05) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They didn't address the ledger altering which impacts the check they said was sent out the day I filed the complaint. Just reattached the notice they sent me.


      Business Response /* (4000, 9, 2022/08/08) */
      Ledger dating back to 1/1/2022 attached for review. The line item that is in question was the rent charge not a rental payment. You will see Mrs. ***** payments listed in the credit column. None of Mrs. ***** payments have been altered as stated, nor has a payment been made in the amount of $1780, in fact payments are in the $1900+ range. The only way the refund check would be effected would be in Mrs. ***** favor as the rental rate billable monthly was $1810.


      Consumer Response /* (4200, 11, 2022/08/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Attachment "Ledger Altering Redacted" Shows that i paid 1810 towards rent on 1/3/22 and it was then ALTERED to 1780. Ledger they attached is dated 8/8 while my attachment is dated 1/3/22. Correct that I never paid 1780 because I paid 1810 as shown in earlier ledger. I was owed a credit prior to this and instead of properly allocating credit the line item for rent was changed, even though I had already paid it. You changed the line item amount after I paid.


      Business Response /* (4000, 14, 2022/08/12) */
      Nothing has changed based on what Mrs. ***** has paid, nor has anything additional been charged. There is no additional claims made here. As stated by Mrs. ***** the rent was reduced in place of a credit owed. There is nothing to dispute per Mrs. ***** own admission. All payments made are clearly accounted for, no inflated charges. This case has been responded with supporting documentation.


      Consumer Response /* (4200, 16, 2022/08/13) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      You're literally acknowledging that you changed a line item on an account ledger. If I paid 1810 towards rent...You can't just change the amount of the rent line item. If a credit was owed but I paid everything in full I'm owed that credit.
    • Initial Complaint

      Date:07/13/2022

      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.
      On Wednesday, June 13, 2022 at approximately 10:53am, Maintenance Worker Manuel, from The ***** Apartments, arrived to my home, located at ************************************, to perform a work order requested to seal the front door completely.

      My Fiance,****** ******* and I, were inside the house when we heard someone enter our home without stating who they were or making any sort of announcement. I was in the Guest Bathroom and****** was in the Master Bedroom. Manuel did not knock, press the attached home door bell, or press my RING CAMERA Door bell, to advise he was there to complete an order. He simply opened the door and let himself inside.****** then yelled towards the door, "Who is there?! Hello, Hello, Hello!, numerous times. Manuel did not acknowledge the question and began working on the door.****** quickly dressed herself and proceeded downstairs. Once she arrived, she opened the UNLOCKED FRONT DOOR, and saw Manuel picking up materials to work on the door.****** immediately asked him why he entered our home without announcing himself. Manuel ignored her and continued to work on the door. She then informed him he was working on the wrong part of the door and he replied, "I am not fixing anything else. Go to the office and ask to speak to Manny!".****** quickly went to the office to speak to Management. The Assistant Property Manager, Michelle, seemed as if Manuel did nothing wrong and took his word over what took place. Michelle also claims ZRS Management LLC has no email address for us to inform them what took place.

      Manuel was in Total Violation of my rights and privacy.

      Since the initial move in date in April 2022, numerous work orders have been sent for the same things. Nothing gets repaired. I have Proof to back all the work orders with pictures.

      Business Response

      Date: 08/08/2022

      Business Response /* (1000, 9, 2022/08/04) */
      The comments posted to the BBB website by the resident have been reviewed and resolved directly with the resident.


      Consumer Response /* (2000, 10, 2022/08/04) */
      ***Document Attached***
      ZRS Management LLC agreed to all terms I requested to the Better Business Bureau, in order to resolve the matter. If all terms are met as agreed under the contract signed,(see attachmens), I have no reason to pursue this complaint.
    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a current resident at The Sands Orlando. I moved into my apartment almost 2 months ago. When moving in maintenance pointed out issues under both sinks with mold and stated they would clean it. Days later when I complained maintenance came out to clean the areas and paint over the remaining mold. You can see through to the mold, wet drywall, and damage. After 1 month of a submitted work order for multiple problems maintenance came back out and told me the manager is not willing to do anything else with the mold. I asked for corporates information twice and I was given the run around. You can smell the mold in those areas still, sometimes in the air, and you can see it even though I tried to foam seal the problem myself. I am suffering itchy throat, stuffy nose, and on/off headaches. Other residents have relocated due to the neglect for treating the mold issue in other units.
      There is also a roach infestation. Pest control has been to my unit twice with no positive results. I see more roaches of all sizes and not any dying from their attempts. I have purchased traps, bait, gels, boric acid, electronic plug ins to scare the bugs off. It has helped but they are still present. The office has not taken this matter serious or taken any steps to remedy this issue. This property is inhabitable please investigate this property.
    • Initial Complaint

      Date:07/12/2022

      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.
      -AC unit was not working since 05/05/2022, maintenance fixed it 07/05/2022. It is not working again as of 07/11/2022.

      -08/20/2021 there was a water leak coming from the water heater, because of that there was evidence of black mold underneath the carpet. 05/20/2022 Management was informed about my speculations of mold symptoms that me and my family have endured while we were living in our unit. To say the least, management denied the existence of mold and stated that "If you had mold, you would see it on the wall".

      -The refrigerator has been leaking since 06/04/2021, I've made multiple maintenance request to previous management. I informed ZRS management of this issue on 05/20/2022 and again 06/22/2022. Today is 07/12/2022 and no one has come to look at my refrigerator yet. I must constantly bleach to prevent mold.

      -My car was stolen on 06/22/2022 inside the apartment complex parking garage. I finally ran into the assistant manager on 06/24/22, I explained all the issues I was dealing with. Later that evening the assistant manager sent me a text message stating "I wanted to let you know that we are replacing your HVAC unit and will be reviewing the cameras for you as well." I have not heard from anyone since then. I have been having a hard time reaching management since then. No one has responded to the numerous emails I sent or answered the phone. When I got to the office the manager or assistant manager is "present but unavailable".

      -I suffer from Asthma. I had a doctors appointment 07/11/2022 because I've had to use my asthma pump way more than usually. I wanted to make sure everything was okay, my doctor stated that if I only have the symptoms in my unit than its the air quality inside of the apartment.

      -Because of the ongoing issue with the AC unit, I did not pay my rent on the 1st of July. Eventually, they came to repair it on 07/05/2022 and on 07/08/2022 I made payment. I was overcharged with late fees and extra fees that does not suppose exist
    • Initial Complaint

      Date:07/11/2022

      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.
      7/5/22 is the date the incident. Kensington crossing apartment complex is charging me a late fee $133. Will not waive this fee , claiming they already waived a previous late fee. I was never late before with payments. Previously the office made a mistake in May with processing checks,acknowledged the issue and is using this incident to count against me. They do not answer phone calls or emails. I physically go in to the office with my concerns to be met with no help and disgusting customer service. Karen ****** is the worst! she will not let you talk, she over talks you , talks super fast, repeats herself. Stephanie ***** is her new employee and has picked up what Karen has taught her. Since I moved in in November I have financial issues every month but 1. I'm at the point where we can no longer talk because of how they have handled my situations that are all on their end. I have paid on time, had funds available and kept trying to keep in contact with them. I would like the late fee to go away all together because I was not late, but if they won't , apply the late fee waive to July and be done with it. Rent is due 1st , I always pay the 1-2nd. Sunday closed and Monday was a holiday 4th. Turned in rent check at 10 am on 5th. I have proof that they take my money out from the 6th to the 13th routinely. They said they processed the checks on the 4th when everything is closed and said 9 am on the 5th was my only option. Will not respond to emails or negotiate.

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 7, 2022/07/18) */
      Megan did not drop off her rent payment herself. A gentleman delivered the check to the office, on the afternoon of July 5th. According to the lease contract, rent is due on the 1st of the month and considered late on the 2nd and late fees are posted on the 2nd. Rent checks are scanned or taken to the bank. Rent checks are scanned in the office, that does mean the funds are pulled from the account immediately. If a check is taken to the bank, the bank processes the check in their time. We go by the lease contract. A one-time courtesy waiver is not per the lease, it's a courtesy we don't have to offer. Megan's rent was delivered late. Megan was not promised the fee would be waived. Two team members were present Friday, July 1st, and Saturday, July 2nd. Neither Megan nor the gentleman stopped by to deliver the check. Our office is closed on Sundays and Monday was the holiday, so we sent out a notice saying the office would be closed. It is each resident's responsibility to ensure their rent payment is delivered to the office on time or the payment is made online via their resident portal account. The attachment is related to a prior incident however it states that we can offer a one time courtesy wiaver.


      Consumer Response /* (3000, 9, 2022/07/30) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I am not accepting the response because Karen is giving herself the waiver because of her mistake prior to this incident . I say her because no one in the office is owning up to fault and she is training them. Also, she has taken me out of getting notifications for the apartment complex which will be attached. I never received this message through our portal or an email. She is now sending things and excluding me from the announcements regarding neighborhood activity but this time it had information regarding late fees. Her waiver was a courtesy for herself. I'm not paying . Karen can admit that waiver is for herself and her lack of communication and processes on their end. That waiver wasn't for me because of anything I did. Going forward with notifications in our portal. I have not been receiving updates because those have stopped and I didn't stop them? How can you fix that ? Keeping communication open is helpful. Karen makes communication very difficult by not answering calls, messages, and being argumentative in person.


      Business Response /* (4000, 13, 2022/08/15) */
      ***Document Attached***
      We have attached to this response verification that Megan is on our distribution list. As you can see, she received a mass email that was sent to the community regarding rental payments, August 4, 2022 as long as all residents who wish to receive correspondence from the office have the ability to opt in and opt-out. We do not control the delivery list as it is controlled by the resident through their private portal login. Additionally, our office treats all of our residents the same, as we are bound by fair housing laws. We take our responsibility of abiding by this law very seriously. In an effort to remedy the situation as stated in the body of your email "resolving a complaint it requires both parties to move from their current position to a middle ground." We are willing to waive half of the late fee, as our middle ground, to come to a resolution.


      Consumer Response /* (2000, 15, 2022/08/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I am willing to pay half of the late fee which is $66.35, as our middle ground, to come to a resolution. I will pay with a personal check separate from the rent check.

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