Complaints

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

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  ZRS Management LLC

  2001 Summit Park Dr Ste 300 Orlando, FL 32810-5907

• 

  ZRS Management LLC

  1919 Clarendon Blvd Arlington, VA 22201-2918

• 

  ZRS Management LLC

  200 E Broward BLVD Ste 1200 Fort Lauderdale, FL 33301

• 

  ZRS Management LLC

  20525 S Charleston Boca Raton, FL 33434

• 

  ZRS Management LLC

  7600 Highmeadow Dr Houston, TX 77063-4800

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/21, I notified office of a water leak and that the **** unit was the source and mold was growing on 6/25 I notified office that the mold had spread and because the **** return air intake was in the same room it was spreading mold spores throughout the apartment and now am unable to use the Air conditioner.On 6/25 the leak was repaired but water remediation procedures had yet to take place.On 7/7 I sent certified letters with current pictures of the mold to ZRS management and Aspire leasing On 7/14 the sheetrock where the mold was growing was removed and openings were covered with ********** of today, 7/16 this is still an ongoing issue and I would like to be let out of my lease.This entire time I have not been able to live in my apartment due to the mold.

  Customer Answer

  Date: 07/19/2025

  The issue regarding this complaint has been resolved.

  Customer Answer

  Date: 07/21/2025

  Date Sent: 7/19/2025 10:35:24 AM
  The issue regarding this complaint has been resolved.

  
  

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against ZRS Management LLC regarding my former residence at ********* at ****** (Unit 3-******************, **).I lawfully terminated my lease under Florida Statute 83.56(1) due to unresolved habitability issues, including hostile behavior from a downstairs neighbor and a plumbing emergency (toilet overflows) reported on June 2122, 2025, which was not resolved in a timely manner. I submitted official notice via certified mail and email on June 24.I vacated on July 1, returned all keys, and signed only a Key Return Form (with a note reserving legal rights). I have since received two improper 3-Day Notices for rent not owed.These actions are intimidating and retaliatory. I seek removal of all charges, written confirmation that my lease was legally terminated, and that no credit report or collections action will be pursued Additionally, I was presented with a Move-Out/Early Termination Charges document attempting to charge me a total of $8,427.68, including termination fees and concession repayment.I did not sign this document, and I formally rejected its terms. Despite this, I received subsequent 3-Day Notices falsely claiming unpaid rent. I believe this pattern shows intentional pressure and a disregard for Florida housing law.

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to the complaint submitted by **************** *****.
  Maintenance **************start="612" data-end="615"> Mr. ***** ***** submitted a maintenance request for a toilet issue via a managers personal email address. This email is not monitored over the weekend and is not the designated channel for maintenance requests. Furthermore, Mr. ***** ***** did not utilize the emergency on-call maintenance number provided to all residents for urgent situations.
  Upon receiving the request through proper channels, our maintenance team responded promptly. The team observed that there was no visible water leakage or flooding in the apartment. The toilet was found to be clogged due to an excessive amount of toilet paper. Once the clog was cleared, the toilet functioned properly with no indication of a mechanical failure.
  Noise Complaints and ****************************start="1370" data-end="1373"> In addition, the community received multiple noise complaints related to **************** unit. In an effort to resolve the issue amicably, we offered him the opportunity to transfer to another unit within the community. Mr. ***** ***** declined this offer.
  Lease Agreement and **************************start="1674" data-end="1677"> The resident has been informed that all actions taken by the community have been in full compliance with the terms outlined in his lease agreement. Mr. ***** ***** has chosen to terminate his lease early, and as such, he is responsible for the early termination fee of $4,628.00, as stipulated in the signed lease.
  Conclusion
  Homestead at ****** has addressed all of **************** concerns both appropriately and in a timely manner. We strive to provide a safe and well-maintained living environment for all our residents and have taken all necessary steps to fulfill our responsibilities in this matter.
  Please let us know if additional information is required.
  

  Customer Answer

  Date: 07/21/2025

  BBB Representative,
  
  I respectfully disagree with the response provided by ZRS Management LLC regarding my complaint.
  
  Maintenance ***************start="1554" data-end="1557"> On June 21, 2025, I reported a toilet overflow emergency to property management via the same email previously used for maintenance communication. The emergency involved sewage water rising from two toilets. I also submitted the request through the **** system later that day. Despite the urgency and health hazard (which I documented in photos and video), no maintenance team responded within a reasonable time. By the time someone arrived, I had already cleaned the affected area to protect the health of my 3-year-old son.
  
  Noise Complaints and ********************start="2127" data-end="2130"> The noise complaints were unfairly targeted toward my family for normal living sounds from a toddler. Despite repeated reports of neighbor harassment, the administration took no action to mediate or protect us. Offering to transfer me to another unit was not a proper solutionit failed to address the safety and discrimination concerns.
  
  Lease Termination Justified by *************start="2518" data-end="2521"> As explained in my formal letter sent to the landlords attorney, I lawfully terminated the lease under Florida Statutes 83.56(1) and 83.51(1)(b), due to material breaches by the landlord. These included failure to maintain plumbing in sanitary condition and failure to address harassment. The landlords demand for an early termination penalty is invalid under Florida law when the landlord is in breach.
  
  Conclusion:
  I stand by my position. I terminated the lease for legitimate legal reasons to protect my familys health and well being. I respectfully request that the BBB not close this complaint as answered but rather mark it as unresolved or disputed. I am open to mediation but cannot accept the landlords response as satisfactory.
  
  Thank you for your assistance.
  
  Sincerely,
  ****** *************start="3361" data-end="3364"> ***************
  **************************************

  Customer Answer

  Date: 07/21/2025

  BBB Representative,
  
  I am writing to submit additional evidence to support my ongoing complaint (ID #********* against ZRS Management LLC concerning Homestead at ************************
  
  Please find attached two key pieces of evidence that further demonstrate the unlivable conditions and the emotional impact this situation had on my family:
  Video/audio evidence: A recording clearly capturing the sound of persistent banging from the downstairs neighbor. These disruptive noises were frequent and targeted, often occurring in response to normal family activity inside my apartment, such as my young son walking or playing.
  
  A short testimonial video from my 3-year-old son (in Spanish), where he explains, in his own words, how the ongoing noises and aggression from the downstairs neighbor affected him emotionally. Despite his young age, he can clearly express the discomfort and fear he experienced.
  
  Importantly, I want to emphasize that both videos were recorded inside Apartment 316 at ********* at ******. As visual evidence, note that the color of the walls and the model and color of the flooring in the videos are consistent with those of the apartment, confirming the authenticity and relevance of the recordings.
  
  These videos provide critical context for my decision to legally terminate the lease and move out on July 1, 2025. The environment was not only unsanitary due to unresolved maintenance issues, but also emotionally unsafe for my familyespecially my young child. The landlords failure to resolve these issues or to act upon repeated complaints left me no choice.
  
  I respectfully request that this complaint not be marked as resolved, as the management has failed to properly acknowledge or address these serious concerns. I trust the BBB will consider this evidence in its review of the case.
  
  Thank you for your continued attention and for providing consumers like myself a fair platform to seek accountability.
  
  Sincerely,
  ****** Gmez

  Customer Answer

  Date: 07/21/2025

  BBB Representative,
  
  I am writing to submit additional evidence to support my ongoing complaint (ID #********* against ZRS Management LLC concerning Homestead at ************************
  
  Please find attached two key pieces of evidence that further demonstrate the unlivable conditions and the emotional impact this situation had on my family:
  Video/audio evidence: A recording clearly capturing the sound of persistent banging from the downstairs neighbor. These disruptive noises were frequent and targeted, often occurring in response to normal family activity inside my apartment, such as my young son walking or playing.
  
  A short testimonial video from my 3-year-old son (in Spanish), where he explains, in his own words, how the ongoing noises and aggression from the downstairs neighbor affected him emotionally. Despite his young age, he can clearly express the discomfort and fear he experienced.
  
  Importantly, I want to emphasize that both videos were recorded inside Apartment 316 at ********* at ******. As visual evidence, note that the color of the walls and the model and color of the flooring in the videos are consistent with those of the apartment, confirming the authenticity and relevance of the recordings.
  
  These videos provide critical context for my decision to legally terminate the lease and move out on July 1, 2025. The environment was not only unsanitary due to unresolved maintenance issues, but also emotionally unsafe for my familyespecially my young child. The landlords failure to resolve these issues or to act upon repeated complaints left me no choice.
  
  I respectfully request that this complaint not be marked as resolved, as the management has failed to properly acknowledge or address these serious concerns. I trust the BBB will consider this evidence in its review of the case.
  
  Thank you for your continued attention and for providing consumers like myself a fair platform to seek accountability.
  
  Sincerely,
  ****** Gmez

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23572012
  
  I am rejecting this response because:Date Sent: 7/21/2025 5:16:28 PM
  BBB Representative,
  
  I am writing to submit additional evidence to support my ongoing complaint (ID #********* against ZRS Management LLC concerning Homestead at ****** Apartments.
  
  Please find attached two key pieces of evidence that further demonstrate the unlivable conditions and the emotional impact this situation had on my family:
  Video/audio evidence: A recording clearly capturing the sound of persistent banging from the downstairs neighbor. These disruptive noises were frequent and targeted, often occurring in response to normal family activity inside my apartment, such as my young son walking or playing.
  
  A short testimonial video from my 3-year-old son (in Spanish), where he explains, in his own words, how the ongoing noises and aggression from the downstairs neighbor affected him emotionally. Despite his young age, he can clearly express the discomfort and fear he experienced.
  
  Importantly, I want to emphasize that both videos were recorded inside Apartment 316 at ********* at ******. As visual evidence, note that the color of the walls and the model and color of the flooring in the videos are consistent with those of the apartment, confirming the authenticity and relevance of the recordings.
  
  These videos provide critical context for my decision to legally terminate the lease and move out on July 1, 2025. The environment was not only unsanitary due to unresolved maintenance issues, but also emotionally unsafe for my familyespecially my young child. The landlords failure to resolve these issues or to act upon repeated complaints left me no choice.
  
  I respectfully request that this complaint not be marked as resolved, as the management has failed to properly acknowledge or address these serious concerns. I trust the BBB will consider this evidence in its review of the case.
  
  Thank you for your continued attention and for providing consumers like myself a fair platform to seek accountability.
  
  Sincerely,
  ****** Gmez
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/28/2025

  To Whom It May Concern,
  We acknowledge receipt of the additional materials submitted by the complainant regarding their tenancy at ********* at *********************** and appreciate the opportunity to provide our response and clarification.
  Regarding Maintenance Issues
  The complainant referenced unlivable conditions, particularly citing problems related to two toilets in Apartment 316. We respectfully clarify the following:
  One toilet was reported to be unusable, but upon investigation, the issue was due to someone using an excessive amount of toilet paper, which caused a clog.
  The second toilet referenced was not reported as non-functional at the time of the complaint.
  Most importantly, the resident did not follow the designated emergency maintenance protocol. Instead of contacting the 24-hour emergency maintenance line which would have ensured an immediate response the resident chose to email a property manager's personal email address. Had the emergency procedure been followed, we would have addressed the issue without delay.
  Regarding Neighbor-Related Noise Complaints
  The resident also reported persistent banging noises coming from the downstairs unit, which they interpreted as harassment.However, our the other neighbor also complained of loud banging as well.
  Despite this, in an effort to promote the residents comfort and safety, our team offered a solution by proposing a transfer to a first-floor unit. This option was declined by the resident.
  On the Videos Submitted
  We understand that the complainant has submitted two videos one documenting audio of banging and another featuring their young child. While we acknowledge the emotional toll difficult situations can have on families, the materials submitted do not alter the findings from our on-site staff or the options we made available to the resident.
  Final Statement
  We regret that the resident chose to vacate the property on July 1, 2025. However, we believe our team acted in good faith and offered reasonable solutions throughout the duration of their lease. As such, we respectfully request that this matter be considered addressed and closed, based on the facts above.
  Thank you for your time and attention.

  Customer Answer

  Date: 07/29/2025

  To whom it may concern:
  
  I respectfully reaffirm that I do not accept the response provided by ZRS Management LLC / Homestead at ******. Their response fails to acknowledge the timeline, documentation, and video evidence proving their material noncompliance under Florida law.
  
  I lawfully terminated my lease under Florida Statute 83.56(1) due to unresolved habitability violations and a persistently hostile living environment caused by loud and aggressive banging noises coming from the downstairs neighbor. I submitted timely written notice, provided evidence of a raw sewage overflow in my unit, and documented the ongoing disturbance through multiple reports and video recordings. These issues were not properly addressed within the seven-day legal period required by law, as also supported by Florida Statute 83.51(1)(b).
  
  Moreover, their statement misrepresents the facts. I used both the official maintenance system (LOFT) and email to report these incidents and shared video and photographic evidence. The videos clearly confirm the disruptive noise and emotional impact this situation caused to my family,especially to my young child. These were not isolated complaints, but part of a documented and repeated pattern that was ignored.
  
  Additionally, the lack of intervention by the landlord in response to a pattern of hostility potentially violates the Federal Fair Housing Act, which protects tenants from harassment based on familial status (such as having a small child). And if the landlord or a third party attempts to report this disputed and legally invalid debt to the credit bureaus, I will invoke my rights under the Fair Credit Reporting Act (15 U.S.C. 1681 et seq.)to challenge and request immediate removal of any false or misleading information.
  
  I acted in good faith and vacated the unit legally on July 1, 2025. I reject any claims for rent or penalties and will continue to dispute this charge if it is submitted to credit reporting agencies or debt collectors.This complaint should remain publicly marked as consumer dissatisfied, and I reserve all legal rights in this matter.
  
  Sincerely, 
  ****** Gmez  
  15031 Stratus Loop Apt 108 
  *************, ** 34787 
  *************** 
  **************************************

• Initial Complaint

  Date:06/11/2025

  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'm a tenant in one of their properties. Since my move-in date on February 18th, 2025, the following issues have been ongoing:1) Business has refused to honor a promotion they were running at the time of my application (November 2024), which included 1st month's rent free. The assistant property manager I spoke to onsite in November promised they'd honor it. Her boss, property manager, claimed that since it was not him that made the promise, nothing can be done.2) My indoor washer/dryer unit has had mold in the rubber since the very beginning. Maintenance has refused to address the issue, property management has accused me of mistreating the washer, thus the mold. I have photo/communication proof that the mold was present during my initial walkthrough, before I moved in. 3) They're required to clean the common areas twice a day, as per our lease, I have photo evidence that the stairwells get cleaned once every week/10 days. 4) Communication with onsite property managers/the business itself is non-existent. Tenants are not able to get clear answers on their requests. 5) The entire building has been suffering by a ***** infestation for at least a few years, according to other tenants. I have had to kill 1-2 roaches daily in my unit since I moved in. 6) No proof of utilities we're getting charged. As per our lease, each unit pays a portion of the overall electricity/water bill of the building. Management refuses to provide evidence of the total bill, tenants have complained about being overcharged ($200/month on electricity for 300sq.ft. apartments). 7) Staff enters tenants' units without prior warning/approval. As per management, if we want our issues to be corrected at all, we need to allow them to come in whenever. I was told that "if you request prior approval, maintenance will never take care of your issues".

  Business Response

  Date: 07/08/2025

  RESPONSE TO BBB COMPLAINT
  Business Name: The Indigo Apartments (Formerly Managed by ZRS Management, LLC)
  Date: July 8, 2025
  Consumer Complaint #******** ***** Stourgioti
  
  To Whom It May Concern:
  
  We appreciate the opportunity to respond to the complaint submitted by ********************* We take all resident concerns seriously and strive to address them promptly and professionally. Below is our detailed response to the items raised.
  
  1. Promotion for First Month Free Rent
  Ms. Stourgioti stated that she was promised a first months rent free promotion by an assistant property manager in November 2024. After reviewing internal records and speaking with staff, including the team member in question (*******), we confirmed that no such commitment was made. All promotions are confirmed in writing and included in the welcome letter. Ms. *********** lease and welcome documents do not reflect any promotion for free rent; therefore, the request could not be honored.
  
  2. Washer/Dryer Mold Concern
  Our maintenance team responded to Ms. *********** work order and cleaned the rubber seal on the washer/dryer combo using MoldStat and soap and water. This work was completed and documented. If any new issues arise, we recommend continued follow-up with property staff for resolution.
  
  3. Common Area Cleaning
  A contracted vendor was responsible for cleaning the buildings common areas Monday through Friday. We are reviewing vendor logs to ensure compliance and will always respond to resident-reported concerns related to cleanliness.
  
  4. Communication Concerns
  We acknowledge that delays or miscommunication may have occurred and sincerely apologize for any frustration caused. We actively encouraged use of the resident portal for submitting and tracking requests and consistently aimed to improve communication.
  
  5. Pest Concerns
  The property is serviced by a licensed pest control vendor. Residents are asked to notify the office directly to be added to the treatment list, as pest control is not handled by maintenance. Ms. *********** unit was previously serviced, and she remained eligible for recurring service upon request.
  
  6. Utility Billing Transparency
  Utilities were billed per lease terms using a third-party allocation method. Charges are based on unit size and occupancy. While individual bills are not available, we are committed to transparency and had begun providing building usage summaries upon request.
  
  7. Unit Entry Without Notice
  In accordance with Florida landlord-tenant law, our staff only enters units under the following circumstances:
  
  -In response to a work order submitted by the resident, or
  
  -In emergency situations.
  
  In this case, any entry into Ms. *********** unit was to complete her submitted work orders. Staff have been reminded of notice requirements, and compliance remains a priority.
  
  Ownership Update:
  As of June 18, the property has been sold and is no longer managed by ZRS Management, LLC. Any future concerns, maintenance issues, or communication needs should now be directed to the new ownership and on-site management team. We are confident they will continue to support residents with professionalism and care.
  
  Resolution Summary:
  
  -Mold issue on the washer/dryer was addressed and resolved by maintenance.
  
  -Pest control services were provided and remain available via vendor coordination.
  
  -No billing adjustment is applicable regarding the promotion, which was not offered as part of her executed lease.
  
  We believe this matter has been resolved appropriately under our management, but we remain available to BBB for any final clarification.
  
  Sincerely,
  ****** ******
  Regional Manager
  ZRS Management, LLC
  (P) **********************
  E: ****************************************************
  

• Initial Complaint

  Date:06/11/2025

  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.

  Beginning of complaint cigarette smoke on a non-smoking property beginning November 25, 2025 filed several notarized complaints parallel to complaints were a worsening of conditions with retaliations of caustic chemical chemicals coming into the unit. Complaints were made about the gaseous caustic chemicals and pesticides coming into unit as the complaints were made to the leasing office the gaseous caustic chemicals accelerated into my unit. I do believe there is connection between the complaints at the leasing office in retrospect as the worsening happened within the residence. Several calls have been made to police fire department. The gaseous chemicals coming into the unit currently have landed me in the hospital. All request for reasonable accommodations have been denied by leasing office. All reports have been denied by **************. Made a notice to vacate within 30 days for unreasonable, living conditions.

  Business Response

  Date: 06/11/2025

  Hello, 

  We have been in frequent, ongoing contact with this resident. We have engaged multiple resources such as police and our courtesy officer to corroborate and investigate Ms. ******** claims, however there have been no basis for these claims about noxious chemicals coming into her apartment despite multiple attempts to confirm over the course of several weeks. We have received complaints from neighboring residents regarding her somewhat bizarre and combative behavior toward them and we are working with legal counsel on demanding for her to remedy noncompliance of her lease (disturbing quiet peaceful enjoyment of the property for neighboring residents). 

  Business Response

  Date: 06/12/2025

  Date Sent: 6/11/2025 5:08:06 PM
  

  Hello, 

  We have been in frequent, ongoing contact with this resident. We have engaged multiple resources such as police and our courtesy officer to corroborate and investigate Ms. ******** claims, however there have been no basis for these claims about noxious chemicals coming into her apartment despite multiple attempts to confirm over the course of several weeks. We have received complaints from neighboring residents regarding her somewhat bizarre and combative behavior toward them and we are working with legal counsel on demanding for her to remedy noncompliance of her lease (disturbing quiet peaceful enjoyment of the property for neighboring residents). 

• Initial Complaint

  Date:06/09/2025

  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.

  On May 4, 2025, I submitted a rental application for an apartment at The Lively at *********, managed by ZRS Management Company. My application was ultimately denied. Despite this, as of June 7, 2025over a month laterthe refundable fees I paid during the application process have not been returned. This includes the administrative fee, which was clearly presented as refundable if the application was not approved.I have contacted the property management office multiple times seeking a resolution, but have either received no response or vague reassurances with no follow-through. The delay and lack of communication have been both unprofessional and in direct conflict with Texas rental and consumer protection laws.Under Texas Property Code *******, an applicant is entitled to a refund of all refundable fees if the landlord fails to approve the application and the applicant was not accepted. Furthermore, under Texas Business and Commerce Code *****, withholding a refund that is rightfully due may constitute a deceptive trade practice.There has been no reasonable justification provided for this delay. The failure to issue a timely refund of my refundable fees is not only unethical but may also violate state law.I am requesting:Immediate refund of all refundable fees paid during the application process; forward refund to: ************************************************************. Written confirmation of the refund, including the amount and method of payment.An internal review of ZRS Management's refund handling practices for applicants who are denied housing.If not resolved promptly, I am prepared to file formal complaints with the ****************************************************, ****************************, and *********** of Fair Housing and Equal Opportunity, as applicable.

  Business Response

  Date: 07/08/2025

  Per our standard move-out process, a refund check was issued and mailed to the previous resident within 30 days of their official move-out date. At the time, we did not receive any updated forwarding address from the resident, so the check was mailed to the last known address on file.

  
  After receiving notice of the BBB complaint, we promptly contacted the former resident, confirmed an updated mailing address, and reissued the refund check accordingly.

  
  We consider this matter resolved and appreciate the resident's cooperation in updating their information.

  
  Please let us know if there are any further questions.

  
  Sincerely,

  ***** Lott 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23437460
  
  I am rejecting this response because: I have not received not received a refund. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 07/09/2025

  Complaint #: 23437460

  
  To Whom It May Concern,

  
  I am submitting this formal follow-up to reject the response provided by ZRS Management, LLC regarding my original complaint.
  ZRS Management inaccurately stated that a refund was issued as part of their "standard move-out process" and mailed to the "previous resident." However, I was never a resident at the property in questionThe Lively at *********. I was merely an applicant whose rental application was denied. At no point did I sign a lease, take possession of a unit, or reside at the property. This mischaracterization of my status further underscores the companys lack of attention to detail and raises serious concerns about their recordkeeping and communication practices.

  
  Furthermore, ZRS Management falsely claimed that they contacted me after receiving the BBB complaint. This is entirely untrue. All communication efforts have been initiated by me. The business has not made any proactive attempts to resolve the issue or provide an accurate timeline for the refund. As of July 9, 2025, I have not received any refund nor confirmation that one has been issued.

  
  This continued delay in returning my refundable feesdespite multiple requests and the passage of more than two months since my application was deniedis not only unprofessional but may also be in violation of Texas consumer protection laws. I again urge ZRS Management to issue the full refund without further delay and to provide written confirmation of the amount and date of disbursement.

  I respectfully ask that BBB keep this complaint open until ZRS Management resolves the matter in full and provides evidence of the refund.

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

  
  

  Customer Answer

  Date: 07/11/2025

  To Whom It May Concern,

  
  This is to formally dispute the false claims made by ZRS Management LLC regarding the issuance of my refund. As clearly shown in the attached account statement delivered today, July 11, 2025, no refund has been issued as of this date. The assertion that a refund was issued oncelet alone twiceis simply untrue.

  
  It is unacceptable that no proactive steps were taken by ZRS Management LLC or its representatives at The Lively at ********* to resolve this matter. The refund check was not processed until today, and only after I initiated contactnot as a result of any timely or good-faith effort by your office.

  
  I am requesting the following, without further delay:

  
  1.) A clear explanation for the misleading information previously provided.
  2.) Immediate confirmation of when I will receive the refund.
  3.) ***************** that this matter is being addressed with the seriousness it warrants.

  
  If these issues are not resolved promptly and in full, I will be escalating this matter further, including filing additional complaints with the Better Business Bureau, the appropriate consumer protection authorities, and considering legal recourse if necessary.

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

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current tenant at *********************** in ***************************************** by ZRS Management LLC. Since July 2024, I have submitted repeated complaints to onsite management and corporate regarding excessive noise disturbances from both the upstairs neighbor and the garage located directly beneath my unit.Ive emailed the property manager ***** ******* and ****** **** (CCIM) at ZRS corporate multiple times with supporting documentation, including videos, audio clips, and detailed incident reports. The disturbances include constant stomping, dog activity, slamming, and loud vibrations that continue through the night and early morning hours.Despite this clear and consistent communication from July 2024 through June 2025, no meaningful action has been taken to resolve the situation. Ive tried to work things out respectfully and even asked for a lease termination with a reduced fee due to the emotional and mental toll this has taken. I was told the $3,125 lease break fee still applies, regardless of the circumstances.I believe this is a breach of my right to quiet enjoyment, and Im filing this complaint to seek accountability from ZRS Management at the corporate level for failure to resolve a clearly documented and ongoing habitability issue.

  Business Response

  Date: 06/11/2025

  Since July 2024, the resident at ************ Apartments has submitted multiple complaints regarding noise disturbances from the upstairs neighbor and the garage below her unit. Management has responded to and addressed each of these concerns in a timely and consistent manner, including logging reports, conducting follow-ups, and offering reasonable solutions.
  Despite these efforts, the resident has exhibited behavior that has contributed to the conflict. Specifically, there have been documented instances of the resident approaching the upstairs neighbors door, banging on it, making faces at their Ring doorbell camera, and engaging in confrontational behavior that violates the terms of the lease agreement. As a result of feeling uncomfortable and harassed, the upstairs neighbor has chosen to vacate the unitan outcome that was intended to help resolve the situation for the resident.
  It is important to note that management has taken all reasonable steps to provide support and uphold the residents right to quiet enjoyment. However, the resident has declined reasonable alternatives, such as an internal transfer, and continues to insist on a lease termination without penalty, despite the circumstances not meeting the criteria for such a concession. Management has made good-faith efforts to address the habitability concerns while also maintaining the integrity of the community and the lease agreement.

  Business Response

  Date: 06/11/2025

  Date Sent: 6/11/2025 11:25:23 AM
  Since July 2024, the resident at Lenox Sienna Apartments has submitted multiple complaints regarding noise disturbances from the upstairs neighbor and the garage below her unit. Management has responded to and addressed each of these concerns in a timely and consistent manner, including logging reports, conducting follow-ups, and offering reasonable solutions.
  Despite these efforts, the resident has exhibited behavior that has contributed to the conflict. Specifically, there have been documented instances of the resident approaching the upstairs neighbors door, banging on it, making faces at their Ring doorbell camera, and engaging in confrontational behavior that violates the terms of the lease agreement. As a result of feeling uncomfortable and harassed, the upstairs neighbor has chosen to vacate the unitan outcome that was intended to help resolve the situation for the resident.
  It is important to note that management has taken all reasonable steps to provide support and uphold the residents right to quiet enjoyment. However, the resident has declined reasonable alternatives, such as an internal transfer, and continues to insist on a lease termination without penalty, despite the circumstances not meeting the criteria for such a concession. Management has made good-faith efforts to address the habitability concerns while also maintaining the integrity of the community and the lease agreement.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23429619
  
  I am rejecting this response because:

  
  
  I am appalled and deeply disappointed by the response submitted by Lenox Sienna Apartments and ZRS Management. Their statement is not only factually inaccurate but crosses into the territory of defamation and retaliation.
  
  
  At no point have I been made aware of any formal complaints against me regarding aggressive or confrontational behavior nor has any documentation been provided to support the serious claims theyve now submitted publicly. To have these accusations surface only after I filed formal complaints with the BBB, HUD, and the Texas Attorney General is textbook retaliation, in violation of my rights under the Fair Housing Act and Texas Property Code 92.331.
  
  
  If management genuinely believed these accusations held merit, they would have:
  
  
  Informed me in writing at the time of the alleged behavior,
  Taken action under the lease agreement if it truly constituted a lease violation, and
  Included such claims in their earlier correspondence which they did not.
  
  
  Instead, theyve chosen to weaponize falsehoods in a public forum, putting my name and character at risk. That is defamatory and legally actionable.
  
  
  Let me be clear:
  
  
  I submitted months of documented complaints, including video evidence and communication logs.
  I did not refuse reasonable alternatives I declined an internal transfer to the same environment, which does not resolve the garage vibration issues below my unit.
  My request for early lease termination stems from ongoing habitability issues, not hostility.
  
  
  
  
  I will be submitting this BBB response to HUD and the ********* office as further evidence of retaliation. I am also reviewing my legal options regarding defamation.
  
  
  I stand by my request for a penalty-free early lease termination, and I will not tolerate efforts to discredit or intimidate me for exercising my tenant rights.
  
  

  
  
  Sincerely,
  
  T'Nerra Reason

  Customer Answer

  Date: 06/25/2025

  On June 11, 2025, Regional ********************* informed me that I would be released from my lease agreement without penalty or the requirement to give notice, under specific stipulations, which I agreed to. I confirmed that I would follow up once I had a move-out date.
  
  
  On June 18, I sent an email confirming that I would be vacating the unit on July 7, 2025. ******* responded approximately an hour later, stating that their legal team would be sending over the lease termination agreement that same week.
  
  
  As of today, I have not received the agreement, nor have I received any further communication from ******* or the company. I have made multiple attempts to follow up, including emails sent on June 23 and June 24, and I also left a voicemail on June 24.
  
  
  Despite being told that the lease would be terminated under agreed terms, I am now being ignored. This lack of communication is highly unprofessional and leaves me in an extremely vulnerable position as my move-out date approaches.
  
  
  If this matter is not resolved and a balance is reported to any credit bureau, I will be forced to take legal action.
  
  

  Customer Answer

  Date: 06/25/2025

  On June 11, 2025, Regional ********************* informed me that I would be released from my lease agreement without penalty or the requirement to give notice, under specific stipulations, which I agreed to. I confirmed that I would follow up once I had a move-out date.
  
  
  On June 18, I sent an email confirming that I would be vacating the unit on July 7, 2025. ******* responded approximately an hour later, stating that their legal team would be sending over the lease termination agreement that same week.
  
  
  As of today, I have not received the agreement, nor have I received any further communication from ******* or the company. I have made multiple attempts to follow up, including emails sent on June 23 and June 24, and I also left a voicemail on June 24.
  
  
  Despite being told that the lease would be terminated under agreed terms, I am now being ignored. This lack of communication is highly unprofessional and leaves me in an extremely vulnerable position as my move-out date approaches.
  
  
  If this matter is not resolved and a balance is reported to any credit bureau, I will be forced to take legal action.
  
  

  Customer Answer

  Date: 06/25/2025

  On June 11, 2025, Regional ********************* informed me that I would be released from my lease agreement without penalty or the requirement to give notice, under specific stipulations, which I agreed to. I confirmed that I would follow up once I had a move-out date.
  
  
  On June 18, I sent an email confirming that I would be vacating the unit on July 7, 2025. ******* responded approximately an hour later, stating that their legal team would be sending over the lease termination agreement that same week.
  
  
  As of today, I have not received the agreement, nor have I received any further communication from ******* or the company. I have made multiple attempts to follow up, including emails sent on June 23 and June 24, and I also left a voicemail on June 24.
  
  
  Despite being told that the lease would be terminated under agreed terms, I am now being ignored. This lack of communication is highly unprofessional and leaves me in an extremely vulnerable position as my move-out date approaches.
  
  
  If this matter is not resolved and a balance is reported to any credit bureau, I will be forced to take legal action.
  
  

  Customer Answer

  Date: 07/05/2025

  The issue I experienced has since been resolved privately and satisfactorily. As such, I kindly ask that my review be removed from the businesss BBB profile.
  
  

  Customer Answer

  Date: 07/07/2025

  Date Sent: 7/5/2025 5:03:08 PM
  The issue I experienced has since been resolved privately and satisfactorily.

• Initial Complaint

  Date:05/29/2025

  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.

  To Whom It May Concern,I am submitting a formal complaint against ZRS Management, LLC, the management company for ****************************************************. For nearly four months, I have been dealing with a serious and unresolved issue involving my patio door, which impacts both safety and habitability.When I moved into the apartment, I immediately reported and documented that the bottom section of the patio door was bent and would not seal properly. This has created a constant draft and a loud whistling noise that makes it extremely difficult to sleep or focus. The noise is so severe it sounds like a jet engine from the wind cutting through a crack, and I have taken videos to document the issue. The gap also poses a clear safety concern during storms and high winds. Hurricane season is starting in less than a week. Ive mentioned that to them several times too. Despite daily visits to the leasing office and numerous follow-up emails, no action was taken for over two months. When someone was finally sent to assess the issue, they misdiagnosed the problem. A contractor was brought in weeks later with a hinge, which did not address the real issue. The contractors attempt made the situation worse. I documented the door before and after the failed repair. Since then, I have received no communication from management for over three weeks.This ongoing neglect has forced me to seal the door myself using foam insulation. Ive had to choose between unbearable noise or giving up access to the balcony I pay for. My utility bills have also gone up due to the air leakage.ZRS Management has failed to take appropriate action despite knowing the severity of the issue. I am requesting that this matter be investigated and addressed.Sincerely,

  Business Response

  Date: 05/30/2025

  Hi ****, we apologize for the experience you have been dealing with. The balcony door you are referring to is a special made door and has special mechanisms that allow it to seal and close properly. After discussion with the maintenance supervisor at 55 West, it appears a vendor assisted with hunting down new hinges for the door, however when these came in they did not properly fit. Please note a repair is in the works and the maintenance supervisor is working to get the correct parts to repair your door. Alternatively, we are also collecting bids to replace the door should parts not be available to make the repair. We appreciate your patience as we work to correct the issue and we will make sure you are provided regular updates moving forward. 

• Initial Complaint

  Date:05/23/2025

  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.

  Ive been a resident of *********************************************** since February 2024, and Ive been struggling with ongoing pest issues in the bathroom and the kitchen for several months. Despite reporting the problem repeatedly, nothing beyond routine weekly sprays has been done, and the issue still persists.Last year, I had to go through an entire month where my pest control appointments were repeatedly canceled without explanation. I later found out the provider contract had ended and there was a delay in finding a new one. Recently, my wife has started experiencing health issues due to the on going pest issues, which has made the situation unmanageable for us.I am requesting either a transfer to another unit or an option to terminate my lease early.Please please help me out.

• Initial Complaint

  Date:05/19/2025

  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.

  The tenant moved in on February 28, 2025. I submitted my W-9 and invoice during the first week, as requested. Despite sending everything in a timely manner, I have received inconsistent and vague updates. I was repeatedly told that the payment was being processed, that the check would be cut the following week, or that I would receive a call back yet I never received any return calls.Ive had to follow up countless times for a single payment. In my experience, I have never had to chase down payment this extensively with any apartment complex. Each time I call or email, I receive the same generic response, and no one seems to have a clear ********* this point, after exhausting all other options, I feel I have no choice but to file this complaint with the BBB.

  Business Response

  Date: 05/19/2025

  Good evening,

  
  The complainant was originally emailing a previous employee at an unmonitored email address. There is an auto response to let senders know. Once we received the his e-mail through property email address in March, we requested his invoice and W9. A W9 was sent, however, we did not receive an invoice until April 3rd. As you can see in the attachment, it is dated 4/1. The check was sent on 5/15 as you can see in the attachment.

   

  Thank you,

  Business Response

  Date: 05/19/2025

  Good evening,

  Upon speaking with the community manager, it was determined that the original correspondence was being sent to an email address that is no longer monitored. The W9 was sent to the community in March, and the invoice was received on 4/3. The invoice in question is dated 4/1. The invoice was paid on 5/14 with check number *****. It was mailed to ***************************************************. Please let us know if you have any questions or if we can assist with anything further.

  
  Thank you.

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/15/2025

  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 am filing a complaint against ZRS Management and property manager ********* ******* regarding my lease at **************************************. After a break-in, management failed to notify me of suspicious activity and boarded up the door instead of properly securing the unit. When I attempted to vacate due to safety concerns, my request to terminate the lease was denied. On May 14, 2025, Bathsheba changed the locks without a court order or written notice, even though I had not surrendered the unit.I believe this constitutes an illegal lockout under Georgia law and am seeking confirmation of lease termination and a refund of my security deposit. I am also in the process of contacting the ****************************** and Department of Community Affairs as well.

  Business Response

  Date: 05/23/2025

  Hello,

  I will respond to Ms. **** as well, but wanted to send a record of communication between myself and Ms. ***** where we have agreed to a final resolution regarding her account and move out charges.

  Business Response

  Date: 05/23/2025

  Hello Ms. ************* am sorry that you had to go through this. We do not want to add any more stress than you already have due to the recent break-in and having to move. I do not think it was Ms. ********* intent to lock you out of your home. I believe she was under the impression that you had already moved from your communication with her. As we have already discussed, unfortunately, we do have to charge a lease break fee when someone ends their lease early. However, as agreed, in this situation, we are willing to reduce this fee and apply the remainder of your May rent payment and your security deposit to it, so that your balance at move out will be $0. 

  I feel that our agreement is fair, and I hope you do too. I am disappointed that your residency ended on such a bad note. Please let me know if there is anything else I can do to make this right.

  Sincerely,

  ****** ****

  Regional Property Manager

  ZRS Management

  Customer Answer

  Date: 06/02/2025

  Mrs. **** and I did come to a settlement to resolve the financials  though I am still concerned with the actions of the property manager ********* *******. 

  Customer Answer

  Date: 06/03/2025

  Date Sent: 6/2/2025 9:24:28 PM
  Mrs. **** and I did come to a settlement to resolve the financials  though I am still concerned with the actions of the property manager ********* *******.