Business Profile

Property Management

ZRS Management LLC

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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

Customer Complaints Summary

275 total complaints in the last 3 years.
89 complaints closed in the last 12 months.

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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:07/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lived at the ***** at *********************** in ************ ** from November 2022 to October 2023 and when I left I had a balance of about 46$. I was under the impression that it was taken care of until I got a notification from my credit bureaus that a collection had been reported under my name from them. No courtesy phone call, I found an email from my old email that it said that my payment was returned however when I contacted my bank they advised me that there were no payment returns from the *****. I paid my rent always on time and always referred people to the ***** but to be treated like that and have my credit damage and possibly future rental applications because of $50 dollar bill?
Business Response
Date: 07/08/2024
The resident moved out on 11/10/2023 and was sent a final account statement for the balance due on 11/17/2023. The check came back as insufficient funds on December 21, 2023. *********************** should have received a notification from her banking institution that the check was returned due to insufficient funds. The property did notify ************** via email on April 10, 2024, and did not hear back from her until July 4, 2024 in which she asked what she needed to do to resolve the balance on her account. Accounts are automatically sent to the collection agency after a period on time and since ************** waited almost three months before reaching out to the property about settling the balance, her account was sent to collections. ************** can contact the collection agency to pay the balance in full.
Please let us know if you have any additional questions. Thank you.
Customer Answer
Date: 07/08/2024

Complaint: 21945122

I am rejecting this response because:
why was I only notified 4 months after the **** A courtesy phone call and a response to my email would have been the right thing to do.
The balance will be paid but I just hope you guys care more about your previous residents.
Sincerely,

***********************
Initial Complaint
Date:07/03/2024
Type:Sales and Advertising 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 was a resident at the Drake at ********************** complex for around 6 of my 12 months lease. During my 6 months I experienced over a half dozen individual experiences of water cut-off due to emergency circumstances due to horrible maintenance on the property leading to having to find other places to stay. Zero communication of fixes given for every instance except 1 once corrected. Among that, experienced over 500$ worth of clothing damage from a washer/dryer combo that didnt work which incurred monthly fees for washing and drying for complex services instead. After 4 months and multiple water line fixes, my apartment lines had backed up in my sink and tub, and my washer/dryer would fill and dump completely into my kitchen without even opening randomly. Among that, the ** unit that was put in the bedroom instead of the utility closet as listed in their site made for issues sleeping and had to seek medical remediation for that. Turns out there was also mold growing in there which I reached out and contacted about with zero response. That is when I decided to move and put my health first as the cleaning done by maintenance on the unit did nothing for the actual mold. All email attempts with the company have been ignored. Despite the flooding, damages, constant failure to deliver simple service such as water, and not being able to fix the appliances, I was told by management when trying to work out a deal for keeping my security deposit only on breaking the lease that they dont do that due to being unhappy. Extremely condescending and was more willing to work with them but instead they are trying to grab the remaining funds owed for breaking the lease early despite the failure to maintain a safe property. Once I submitted my removal terms, they also stopped answering work orders. This place is terrible. Just trying to set the balance owed to zero for protecting my health and due to negligence by this property.
Business Response
Date: 07/12/2024
We've reviewed the service request history and it appears all requests made were resolved in a ***** hour time frame, unless additional parts were needed or an outside contractor was needed in which case it was resolved once parts arrived or contractor scheduling permitted. We also did not have any record of reports of mold. Unfortunately, water service was interrupted when repairs were being completed on the property which was unavoidable but was communicated by the staff to the residents. We regret to hear that the customer service and overall experience takeaway was not well received by ************** as a result and will agree to acknowledge his request and discount the fees imposed by the terms of the lease agreement in place regarding the early termination. The property manager has reached out to coordinate this with Mr. ***** directly.
Customer Answer
Date: 07/15/2024

Complaint: 21940217

I am rejecting this response because: No one from the property or ZRS management team has reached out to me which validates the issues listed above. I can tentatively agree to the resolution in that my account will be set to 0$ owed moving forward so this can be resolved and parties can go their separate ways, however, this needs to be communicated in writing in the response in order for me to accept the resolution and close this case.

Sincerely,

***********************
Initial Complaint
Date:07/02/2024
Type:Facilities 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 am writing to express my deep concern and frustration regarding several ongoing issues in my apartment, which have yet to be adequately addressed by the local management team.For over a week now, I have been experiencing significant problems with my air conditioning unit. Despite submitting multiple service requests, I have not received any response or assistance. As someone who maintains my apartment at a comfortable ***** degrees, enduring temperatures exceeding 80 degrees inside my home for more than seven days is unacceptable and uncomfortable.Additionally, I have previously reported issues with the closet door and elevator, which have not been resolved or acknowledged by your staff despite my repeated attempts to seek assistance.My recent interaction with your office regarding the ** issue further added to my frustration when I was informed that the only emergency ZRS considers is a flood. This policy effectively leaves residents like myself without recourse for urgent climate control issues, which should be considered essential.Furthermore, the lack of responsiveness extends beyond maintenance issues. I have noticed a ***** contrast in the timeliness of communications; a late rent notice arrived promptly, yet my maintenance requests remain unaddressed for days.As a resident, I am deeply disappointed to have to escalate my concerns to your corporate office AGAIN. It saddens me that the local management team seems unable to handle basic resident issues promptly and effectively.I understand that managing a large community involves challenges, but the consistent neglect of essential amenities such as air conditioning, and the inability to resolve longstanding issues with facilities like the pool, resident center, business center, and dog park, are concerning. It is my sincere hope that we can find a resolution to these ongoing problems, not only for myself but for the many other residents who are facing similar challenges here at the ***************.
Business Response
Date: 07/15/2024
*******************************
Business Response
Date: 07/15/2024
Thank you for reaching out to us. Please know we are aware of the issues with the items mentioned. We are diligently working with ownership and contractors to resolve all issues as quickly as possible. We do value all our residents and look forward to providing a comfortable living experience for everyone at the Mosaic.
Customer Answer
Date: 07/20/2024

Complaint: 21931612

I am rejecting this response because: there was no response.

Sincerely,

***********************
Initial Complaint
Date:07/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They neglect facilities, lie about it, and refuse to secure the garage that continues to face breakins and vandalism.on 6/7 my truck was damaged in the parking lot Of course despite years of break-in they have put in no security cameras, fixed the gate, or night garage security.My roommate sent in a bounced check for the rent payment (a felony in the state of *******)he took an eviction notice off our door and hid it from me so i wouldn't know. (he admitted taking the notice in a text message).Despite mail fraud and a felony, ******** refuses to evict him.My storage locker was broken into because they never maintained the door and the repeatedly lied about fixing it.They held my old roommates parking decal as "hostage" as a justification to continue charging me despite me requesting the space removed.Dont trust them.Broken facilities (storage locker):On 2/12 management claims they are "taking immediate action to address the situation" and, "maintenance team has been notified and upper management regarding the break-in"On 2/29 they again claim they will "inspect if the door is broken" and "will proceed with the necessary repairs as quickly as possible."On 3/4 management claims they, "have placed a ticket for maintenance to check the storage area"On 2/11, 3/9, 3/15, 4/7 and 6/7 I took videos showing the storage unit is still broken, Of course, I am still being charged for it even though its broken, and was likely broken for several months before the break-in took place (once someone got a chance to see what valuables were inside.)Police case# ****-0007-7591 damages: approx $2500 Broken facilities (Clubroom doors):On 2/12 management again claims "the roll up doors do work in the club room"On 2/28 management claims the clubroom roll-up doors are "fully operational"The video I took on 3/9 demonstrates the doors do not work.
Business Response
Date: 07/03/2024
We apologize for the issues you have experienced. The garage gate is a special ordered gate that is coming from *******. Parts have been on order for several months and we have tried to expedite the repairs through the vendor and the manufacturer. Regarding your room mate, ******** is not set-up as Student Housing and there are not multiple leases between room mates or on our apartments. You and the room mate are responsible for the apartment, and we treat the lease agreement as one legal document. We are not able to evict individuals from an apartment lease. ***** has reached out to you regarding the storage lockers and the repairs that have been made. She also explained how other residents could leave the door open behind them, so it is a community effort to make sure they are secured to prevent others from entering. Should you wish to remove the storage locker from your lease, please reach out to the office. We appreciate your patience.
Customer Answer
Date: 07/03/2024

Complaint: 21930230

I am rejecting this response because:

the garage has been inoperable for years. Theres no security or cameras despite tons of break-ins
the storage locker took five months to fix.
Of course I was still charged for an unsecured storage locker.
They held my old roommates parking decal as "hostage" as a justification to continue charging me despite me requesting the space removed.
Sincerely,

***********************
Business Response
Date: 07/15/2024
Dear ****, we disagree with your statement that the garage has been inoperable for years. This is untrue. Should you wish to remove your storage locker, you need to go to the office to discuss the removal of the locker from your lease agreement. Additionally, your room-mates parking decal has not been held hostage. It should be returned to the office so the charges can be removed from your lease agreement. Please contact the office to proceed with your requests.
Customer Answer
Date: 07/15/2024
Management admitted on 2/28 (IMG_9759) that I did infact ask the decal to be removed months earlier, but didnt do it because my old roommate hadnt returned his pass.
On 3/5 (IMG_9768) management finally removes the parking space from my account.
Customer Answer
Date: 07/15/2024

Complaint: 21930230

I am rejecting this response because:

Management admitted on 2/28 (IMG_9759) that I did infact ask the decal to be removed months earlier, but didnt do it because my old roommate hadnt returned his pass.
On 3/5 (IMG_9768) management finally removes the parking space from my account.

it follows a pattern of neglect.
Pattern of Neglect:
Broken facilities (Grills): IMG_9750, IMG_9759, IMG_9820, IMG_9821
I requested the grills be repaired on 2/11(IMG_9750).
She denies the grills are broken on 2/28(IMG_9756).
The video I took on 3/9 (VID_6473) demonstrates the grills do not work
On 6/11 (IMG_9821) she admits the grills have been broken for over a year.

Broken facilities (Clubroom doors): IMG_9752, IMG_9759, VID_6472
On 2/12 (IMG_9752) management again claims "the roll up doors do work in the club room"
On 2/28 (IMG_9759) management claims the clubroom roll-up doors are "fully operational"
The video I took on 3/9 (VID_6472) demonstrates the doors do not work.

Sincerely,
***********************
Initial Complaint
Date:07/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a single divorced male with one daughter. I finished my lease at one this comany units in ******* and I was unable to pay last month due to a job loss. I renounced to my over $2000 dollar deposit and left on last month . Now this management company sent me to collections for almost $6000 claiming damages, and early termination of lease of over $3000 and kept my deposit.All this charges are untruthful and abusive. I demand this charges sent to collection a company to be dismissed.
Business Response
Date: 07/02/2024
We are sorry to hear the situation regarding your job loss. Per the lease agreement you are required to pay rent through your lease-end date of March 18, 2024. As you did not pay February or March rent and were pending eviction, you were charged the lease termination fees per the lease agreement for not upholding the requirement of the lease agreement. We are happy to work with you regarding lowering the termination fees should you be able to pay the back-rent owed on the apartment which would complete the lease obligation for payments. Our office will be reaching out to you directly regarding this option. Please keep an eye out for an e-mail and a call from **** at *******. We look forward to resolving this matter with you.
Initial Complaint
Date:06/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I currently reside at the apartment complex called ****************, which is managed by ZRS Management. They have been doing a terrible job at managing the property as a whole with unresolved issues. I have been without a functioning ** unit for 3 weeks, because of water leakage from the apartment above me that caused the ** to go out. Yesterday evening, I put in another work order about the same issue and explained to them about the high humidity in the apartment along with the water leakage and moisture that is causing mushrooms to form on the ceiling. On 6/28/2024 at 3:18pm I went to the office to see them in person to further talk with them about the issue, but the office door was locked and there was no sign stating that they were not on the property and would return shortly. The office closes during the weekday at 5pm. The unprofessionalism of this company is ridiculous and have been an ongoing issue long enough.
Business Response
Date: 07/11/2024
Hello ******,
I am truly sorry you have been dealing with this. We want to assure you that we take service request, especially emergencies, seriously. We also have an afterhours maintenance line you can call for any emergencies 24/7. You can report any items to us by calling ************ and following the prompts. Someone will respond back within the hour. Please feel free to use in the event our office is closed, and you need immediate service. If you submit the service request online, we will not be notified right away, as we would by calling the emergency maintenance line. The maintenance staff has addressed your A/C and scheduled your drywall to be repaired from the leak. We anticipate them to be out by the end of the week. I sincerely apologize for the delay in getting this repaired.
If you have any questions or would like to discuss anything at all, please feel free to reach out to me directly at ******************************.
Thank you,
*********************
Regional Property Manager
ZRS Management
******************************
Initial Complaint
Date:06/28/2024
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 my move in date 6/20 to ****** **** in *******, TX, the leasing agent I have been working with since May 3, 2024 failed to have my apartment ready that we agreed upon. Roaches (or any pest) being in an apartment attached to the title of luxury is NOT what I expected or want to live in. Also, my keys were not working (some still aren't), and the unit she moved me into is infested with roaches. Monday, the manager of this property, Hollie C****, avoided me at all cost until I came into the office a third time demanding she speak to me. Shelly D****, the Regional Vice President at ZRS Management, was also there but ignored and avoided meeting me as well. They both admitted this in emails and also never once denied knowing they have a PEST problem. Moving forward, I want a full refund of the totals paid thus far regarding my move in, asked to speak with someone within their corporate offices to get out of immediately and this unit, since it appears they all are failing to do so. No one contacts me unless I go into their office for an update. I will need to have this lease removed from my credit report ASAP so I may sign another elsewhere. I have taken all of my personal belongings (clothing, a few toiletries, shoes, etc.) out and am on my own in a state/city away from my family for work and cancer treatments. I had to leave the larger items (televisions, furniture, bedding, etc.) behind for now. At the moment to prevent any further damage to my personal items, I have purchased another U-Haul that I have had for 4 days now at the rate (see attached) and more moving essentials in hopes to quickly find a living space as I am without a place to lay my head and accommodate my 72 year old mother who came to help with what was supposed to be a successful move she while visits from out of town. I will need those funds ASAP in order to pay for (now) a new home, new deposits, new rental insurance, movers and of course other expenses needed to rest after said treatments.
Business Response
Date: 06/28/2024
These accusations are not true as the Manager and RVP both have been in communication with the resident. The Manager was present and visited with the resident when she was in the office as requested. This is false and will not be tolerated. The office has made attempts to resolve this matter but the resident has since been in communication with legal representation as well as disrupting business operations. This matter was turned over to the legal team for future communications. We encourage the resident to communicate directly with the legal contact as the attorney has advised. If she will comply and respond with all necessary information in a respectful manner, we are confident that we can assist her and conclude this matter. However, making false accusations and disrespecting the on site team will not be tolerated.
Customer Answer
Date: 06/28/2024

Complaint: ********

I am rejecting this response because:
I do not have time or capacity to make up lies about how I have been discriminated against, nor the fact about an infestation.
Attached is my convo with Jennifer the leasing agent from June 7 about my move in date, which should give them time to prepare a unit or inspect it for roaches. She let me know that although it was empty, the earliest I can move in is 6/20. When I called the morning of June 20, she says "your move in date is tomorrow not today, babe" and "who told you that babe" as if she and I didn't email this confirming.
The second time I came to their office bc the first time on 4/19, Jennifer acted as if I was unworthy of living here and informed me that "they were not going to be able to show me a unit". She didn't even get out of her chair or even show the amenities. See attached, no lies there. Was I disruptive here or just black? I called back that next week, made another appointment wit DJ and came in to find they actually DO have units to show. Of course now that I am back Jennifer is telling me how she likes my brows, and my nails, and wanting to show me amenities. Was I disruptive then? I trust if so she would have told me how she has a home with her mom and held a convo about her high school and being from *******.
Respectfully, I was in the office Monday, June 24, in complete tears and shock as I had to sleep in the complex's clubhouse Sunday night, June 23 due to the amount of roaches crawling all over the stove, the bathroom, closets, dishwasher, island and floors. No lies there, see attached pics and vids. I couldn't even enjoy my own birthday flowers in what should be my "new home" because roaches were trying to crawl all over those. I had to throw them away. So if me crying and trying to get resolve Monday is what ZRS Management calls causing a disruption? This same day when I came into office at 10:03am, Hollie claimed to be "in a meeting doing reports until 2pm" and couldn't speak to me. After speaking to her after 12pm, she said she would let me know "something". Tuesday silence, no lie there. Wednesday morning June 26th (see attached) I had to email them for an update. Again, still no one from ****** **** responded, until I went into the office at 11:30am. Conveniently after I am asking staff for updates Hollie send me an email @ 11:45am. Where Jennifer ignored me and I asked her why, yes. I had also been in that Saturday to ask for her help. She was off and to get back to me when she returned. She was off Monday (no lie there either). Last I knew she was fine when she liked my brows. She was cool with me when she (and Tyra) called me 3 times on my move in day to ask where that $589 payment was. So this day after I have been crying and asking for her for four days now, she ignores me? She literally got up to walk out couldn't even greet me, so I asked her why? Dj helped me, and Tyra came out of the back trying to bully me I guess telling me that she is aware of the situation and the regional said she spoke with me. But as a professionally, I just simply talked to her and I know she could see how wrong they were and gross the situation but I was confused as I had never spoken to this regional person she spoke of which is why I came in the office to get her contact or at least name since no one in this office wanted to help me or would respond to my emails. She quickly switched her story as well saying oh well maybe it wasn't when you were here in our office. Now I'm confused and realize she is clearly lying for her staff like they all have been. No lie there, see attached where Shelly says she was there, but did not bother to come and address me. If I was so much of a disruption, I would like to think she or any of the staff would have had me removed? Not thank me for the feedback (as Shelly and Tyra have done), nor would I speak so highly of Tyra.
I let Shelly and their legal counsel Bob know that I am not represented by an attorney, but like most Americans have contacts in high places. I also was honest letting them know I filed this complaint with the BBB so I am knew the "she's lying and disruptive" was to be expected. Do they think I am lying abut having stage 4 cancer? Or that my mother is 72? Or that I had to get another Uhal and still have my items in there waiting to get them to release me and move into my new complex? All receipts are attached. Just more of the character behind this business and its staff. They are intentionally dragging this on and not responding to my new leasing office so that I can legally be removed from their roach infested apartment. I have no reason to lie and quite frankly am tired of the back and forth between what SHOULD be professional adults. Accountability instead of the blame game and name calling is unnecessary.
Please see attached to ensure I am not lying, but just telling the my truth and theirs which I guess they don't want me to do. Or maybe are unaware of the whole truth of there in office (front line) staff.

Sincerely,

**** ***
Initial Complaint
Date:06/27/2024
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.
***** infestation in the apartment
Business Response
Date: 06/28/2024
Good afternoon,
****, I'm sorry that we have not met your expectations with resolving the pest control issue. I will reach out to the onsite team to ensure we address the pest control issue. As we discussed in our conversation on 5/20/24, the pest control issue is the most difficult to resolve, and take cooperation by all parties, which includes the property management team, pest control and the resident. I have reviewed the pest control log and the third party vendor has noted that he has treated the unit every Wednesday since our discussion on 5/20/24. However, on 5/29 and 6/12 because your dog was loose.
Your compliant to the BBB states that we don't believe you, but that is not the case. Your living experience is very important to us and we want to ensure we are meeting your expectations. I will be on site Monday and have asked the onsite team to post the required 24 hour notice of Manager's Right To Enter so I can inspect your unit at 1:00pm on 7/1/2024. Once I inspect your apartment home, I will reach out to our pest control and we can come up with a treatment plan, and I will communicate with you.
Please note, the property manager is not on site at this time. The assistant property manager or I will be your point of contact until further notice. Please direct all correspondence to ********************************** and copy me at ****************************.
Sincerely,
*********************************
Regional Manager
ZRS Management.

Customer Answer
Date: 07/12/2024
Good morning-
The problem hasn't been resolved. I emailed the property manager and haven't gotten any response. The days that they mentioned in the email, my dog was locked in my room since the only place they "do pest control is in the kitchen" . Pest control guy goes to the apartment with the dog loose a little 4lb chihuahua and there is no issues and I have the recordings showing him going in without any issues. I told them this has become a really bad thing since I had my granddaughter in bed and when I came back there was a ***** close to her. Every time I send an email or call the office, don't get a response. Pictures have been taken since day one I moved, on July 1st the property manager went to my apartment and checked the whole thing and said that I was the only one having the issue, but the pest control guy keeps insisting for me to talk to the downstairs neighbor because that's where this problem is coming from. This is getting out of hand and me as a cancer patient cannot keep dealing with a ***** infestation. Cant keep spending lots of money throwing away food, my dogs food just because there is an issue since October and everyday is getting worse.
Customer Answer
Date: 07/15/2024
Date Sent: 7/12/2024 7:05:23 AM
Good morning-
The problem hasn't been resolved. I emailed the property manager and haven't gotten any response. The days that they mentioned in the email, my dog was locked in my room since the only place they "do pest control is in the kitchen" . Pest control guy goes to the apartment with the dog loose a little 4lb chihuahua and there is no issues and I have the recordings showing him going in without any issues. I told them this has become a really bad thing since I had my granddaughter in bed and when I came back there was a ***** close to her. Every time I send an email or call the office, don't get a response. Pictures have been taken since day one I moved, on July 1st the property manager went to my apartment and checked the whole thing and said that I was the only one having the issue, but the pest control guy keeps insisting for me to talk to the downstairs neighbor because that's where this problem is coming from. This is getting out of hand and me as a cancer patient cannot keep dealing with a ***** infestation. Cant keep spending lots of money throwing away food, my dogs food just because there is an issue since October and everyday is getting worse.
Business Response
Date: 07/15/2024
Good Morning,
The resident has been offered a reasonable accommodation for early termination of the lease agreement. We are willing to have our attorney complete the required paperwork, and executed by both parties on or before 7.19.2024, with a move out date of 7.31.2024.

Thank you!

Customer Answer
Date: 07/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me by letting me move out without any penalties. But there was no action for pest control to go to my apartment after the July 1st visit from the property manager and was told that my apartment was the only one having this problem since supposedly no one else had complaint even though i was told by their old employee ********************* that they already knew where the problem was coming from months ago. Hopefully this gets fixed and no other tenant will have to deal with all the problems that I carried from previous tenants.

Sincerely,

*********************
Initial Complaint
Date:06/21/2024
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.
When we moved in we were promised access to the new property across from us, also owned by ZRS, with a bigger gym, pool, and dog park. We were informed that we would no longer be getting access. This apartment complex has a very large issue with packages being stolen and no action is made to prevent this from occurring or to locate missing packages. Cars are broken into in the gated parking garage and nothing is done about it. The pool is always green and unusable and a health hazard and it takes weeks for it to be fixed. The dog park is also unusable due to dog p*** being left for weeks that is completely decaying. You cant even step into the dog park without stepping in dog p*** When you ask the office staff a question, they will tell you anything to get you out of the office with no action being made. They do not know how to run a business. Our lease renewal was sent to us with less than 50 days notice and when we asked them how to locate the lease renewal that was supposedly sent to our portal, the leasing agent did not know how to do it and was very rude about it. The old management at this property when I moved in a year ago was tenfold better than who we have now. We made 2 appointments with ZRS to discuss our concerns with the property and management, and *********************, who we were supposed to be meeting with TWICE, missed the appointment both times with no apology or follow up. We pay good money to live at a place where we cant even feel safe or use amenities we pay for or even receive our own packages.
Business Response
Date: 06/24/2024
Can you please tell me which property you are referring to?
Customer Answer
Date: 06/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. My response to the property I am referring to is Lenox Maplewood in ******, ** at ***********************************************************************************************;

Sincerely,

***********************************
Initial Complaint
Date:06/19/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*************************** the manager of ***** Homes Palms West is refusing to give my deposit back. I have left several VM and phone calls and she refuses to respond. The deposit was due on 3/8/2024 and its almost July.
Business Response
Date: 06/20/2024
Good Afternoon,

We are in receipt of this complaint. We have communicated with the former resident that we are in process of reissuing the security deposit refund of $300, as the check was sent to an incorrect address and name. We are putting a rush on this and will provide tracking information to ************ by end of business today.

Thank you
Customer Answer
Date: 06/20/2024

Complaint: 21875456

I am rejecting this response because:
This is the standard response they have been giving us since March 2024.
I did not get a tracking number or any form of notification from *************************** by COB today stating that there was a pending check issued.

R *******
Business Response
Date: 06/21/2024
I provided the tracking information below today...

****************** my apologies!

Please see *** tracking information below

Tracking:1Z2EX8210395011772

Thanks,

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ZRS Management LLC is NOT a BBB Accredited Business.