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.

close

Find a Location

ZRS Management LLC has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/15/2025

  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.

  My family and I currently reside in a unit managed by ZRS Management. We have submitted multiple formal complaints, more than five regarding excessive and ongoing noise disturbances from the apartment directly above ours. These disturbances occur regularly and significantly disrupt our sleep, peace, and overall ability to live comfortably in our home. Despite our repeated reports and requests for assistance, the on-site management has failed to resolve the issue or enforce community noise policies. No clear plan of action has been shared with us, and the problem has only continued, with no relief provided. As a result, the situation has caused severe emotional distress and anxiety for our entire household. We no longer feel that the unit is habitable or that our concerns are being taken seriously by management. We recently requested an early lease termination due to the unlivable conditions. However, we were told we would have to pay:A $7,750 lease break fee, and full rent for June and July, even if we move out immediately.We view this as completely unacceptable. The property management has failed to maintain a livable environment and has not upheld its responsibility to provide a safe and peaceful home as outlined in the lease and local housing standards.

  Business Response

  Date: 05/22/2025

  I have been in contact with ******* regarding her request to move out with no penalty.  Based on correspondence with her and her request for the office to no longer communicate with the upstairs neighbor we were unable to get the noise to come to an end.  Prior to being asked to stop correspondence the onsite Property Manager had called and had an in-person meeting with the upstairs neighbor.    These situations typically take more than two conversations from the office.  Because all of the noise was happening late in the night we did ask if the police were involved.   The police were never called to help to enforce quiet hours.  The involvement of the police could have helped to curb the issues and would have given us something we could have walked into court with our provided to our attorneys if we had been allowed to continue to try and solve the issues.  I can supply emails from the ******* that shows she requested we stop all communication with the upstairs neighbor.   The claim that we failed to maintain a livable environment or per her one emails claim that we were unwilling to enforce to enforce the most basic policies is not at all accurate.  In order to enforce policies, we need to be able to communicate with those violating polices. 

  We would have been more than happy to continue with communication to help resolve the issue, but we respected her request.  We value all of our residents and would have loved to make this work for both of them.  We did offer a transfer but the only top floor unit we had was across the hallway from the gentleman she was having issues with.  I did explain she could go to another unit, but we could not guarantee she would not hear noise from above in the new unit.  I explained because we were not allowed to try and remedy the situation, I followed the lease agreement and gave her the options available to her, and she chose to continue to break the lease and pay the buyout.  We are willing to set up a payment plan for the concession payback.  

  I am happy to provide all correspondence we have had if needed. 

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau,

  I have reviewed the response made by the business in reference to complaint ID ********, and I am choosing to close this case solely because we have decided to move out of the property.
  This decision was not made lightly. It stems from our deep dissatisfaction with the management companys failure to offer meaningful support when we raised serious concerns about ongoing retaliation and intimidation from neighboring residents. These individuals have shown increasingly aggressive behavior such as targeting our front camera and contributing to a rise in noise disturbances since management initially spoke with them.
  The only solutions management offered were to either call the police or move across from the same residents. We found both options unacceptable. We did not feel safe escalating the situation by involving the police, nor did we want to continue any direct communication with the residents, as their behavior made it clear they were angry and capable of further retaliation. At this point, we genuinely feared for our safety and well-being.
  Ultimately, it became clear that the management company had no intention of protecting or advocating for us as tenants. Rather than endure continued neglect and hostile living conditions, we have chosen to terminate our lease and remove ourselves from this situation entirely.

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

• Initial Complaint

  Date:05/15/2025

  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 have been living in unsafe and infested property from dead roaches left in the hallways for days to unattended food left in the parking decks along with mattresses and trash everywhere.I have asked for pest control 4 different times over the course of 3 months before I was serviced only 2 days ago after being told by ******* on the 3rd attempt that they were still on property and would send them up and no came but they closed the request out again I have had 2 packages stolen one from my front door and one during the holiday where I was not even notified I went into the office to inquire about my package with photo proof of delivery only to be told by **** that my package was on the list of stolen items from a break in to the package room and i should file a police report because if enough people to do it maybe the police would get involved. Not only was i not informed of the break in nothing was offered or fixed I had a water leak happen in my bathroom on a Sunday night when i reached out to the emergency line I was not contacted until someone came the next morning he looked at the wall and said he needed to back upstairs to see and would return he did not. I had to go to the front office the next morning to complain before being told they would reach out to maintenance again i asked for the corp # and then the property manager came w/ him to see the issue she looked around and said she would have a roofer come and check because of the two other water damages in the room and closet and no follow up they left a hole in the ceiling for a wk which leaked twice Most recently my A/C went out and I put in two requests for it to be fixed I had to call the office before maintenance came and he came at 445 he checked upstairs and said it was fixed and left my apt at 85 degrees I had to call agin at 1130 b/c it was still 85 and i had my elderly parents here visiting I have more but i will include photos as well

  Business Response

  Date: 05/18/2025

  Good afternoon, 

  My name is ******** *****, and Im the Regional Manager overseeing The ******* in ***********. Id be happy to assist with this matter moving forward. After this message, Ill be providing my direct contact information so that youre welcome to reach out to me directly if you prefer to communicate outside of this platform.

  Based on the notes provided by the on-site team and what Ive reviewed in our system, both the ** and pest control concerns have already been addressed:
  

  -Pest Control: Our vendor confirmed they were onsite on Wednesday, May 14th to treat the issue reported.

  - Air Conditioning: Maintenance responded to your after-hours emergency call on Wednesday night, and the system was reinspected again the next morning at 8:00 AM. At that time, it was functioning properly.

  Additionally, I saw that a follow-up communication was sent to you on the afternoon of May 15th summarizing the actions taken and inviting you to reach out if further issues arise.

  That said, if you ever feel your concerns arent being addressed in a timely manner, I encourage you to contact me directly so I can look into it immediately.

  Please dont hesitate to reach outmy contact details are below:

  Email: ****************************************************

  Thank you,

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

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23333116
  
  I am rejecting this response because:

  My safety concerns, the water leaks, and condition of the property were not addressed in the response. 

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

  Business Response

  Date: 05/27/2025

  The tenant has reached out to our corporate team via email to continue this conversation. 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23333116
  
  I am rejecting this response because: we are meeting tomorrow for a property assessment 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/06/2025

  We have reviewed lease break options with the tenant, and they have decided to move out without penalty. In the meantime, we will continue to work with the tenant to address the maintenance concerns that have been brought to our attention.

  Thanks,

• Initial Complaint

  Date:05/12/2025

  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.

  The apartment started billing utilities erroneously from around September October 2024. Upon noticing this I reached out to them asking for an explanation of how we are billed. That was in january, they keep sending absurd bills, I found out from conservice their meters were broken. Then how were we billed? For months when I was not staying there for even one day my bills were higher than other months. This trend is still on. And they absolutely will not attend to a single ** without numerous follow **** My last ** was raised over 10 days back, no response yet. My car was broken into because security does nothing. 16 cars were stolen / broken into that night. How is it legal to not respond to tenants request for billing review? I want out of here. They need to fix the bills and refund what is owed and address the **, and let me out of the lease without penalty.

  Business Response

  Date: 05/30/2025

  ZRS Management took over management of 10X Living at ******************** on 3/10/25.  We are aware there were several vehicle break-ins prior to our takeover of the property.  I am unaware if Ms. **** reached out to the management company that managed the property during the time concerning her break-in.  When it comes to these matters, it is the job of the Howard County Police to handle.  When we arrived at the property, we worked with the patrol company to closely monitor the property, however, we were informed by other residents that some of the activity actually took place in the library parking lot, which we do not patrol.  If we have a rash of events, we will inform residents and can ask our patrol company to increase their patrols.  Crime has no address, and unfortunately, crime can occur anywhere.

  Ms. **** had one request that her washer did not fill.  When she reached out to the office, we did have a service technician enter and test it out and it worked properly.  He did test it out while she was present.

  Ms. **** inquired of me on April 22 how she was billed for utilities.  I responded with a copy of her utility addendum on April 22 and copied the lease verbiage in the email.  Her bills have been pretty consistent.  Stove cooking, hot water, and heat are run off of gas.  There is also an increase in fees through BGE.  At this time, we are working with the third-party utility billing company to determine if any credits need to be issued, and they will take care of it.

  These issues do not warrant an immediate break of her lease without any penalty.  At this time, Ms. **** has not given us any notice to vacate her apartment. 

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently reside at ********************, one **** properties with a tenancy over 2 and 1/2 years. I recently relocated to a different unit They incorrectly charged my account for damages like it was rent, instead of keeping it separate and allowing me time to settle the balance apart from my rent. Furthermore they imposed late fees on the same balance. Although they assured me they would assist in resolving the payment, when I attempted to settle the outstanding balance they informed me I was under eviction. They declined to provide a case number and upon visiting the courthouse the clerk confirmed that no case was on file, The apartment complex is now demanding an additional $505 for attorney fees that do not exist. No documents have been filed with the Jacksonville courthouse. I currently possess a cashiers check for $3876 ready to settle the payment, but they are refusing to accept it.

  Business Response

  Date: 04/29/2025

  The property manager ****** has worked with the residents and worked out an arrangement for the balance. For additional questions or concerns, she can be reached at ******************************************************

  Thank you, 

  ZRS Management

  Customer Answer

  Date: 04/30/2025

  I really didnt like the agreement that was obtained. They still charged us 254 additional, even tho they had not filed an eviction. My partner went ahead and paid it, however I dont feel I should have been charged a cent more since they already had several late fees incorporated in the original payment. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23250927
  
  I am rejecting this response because:    Date Sent: 4/30/2025 4:44:47 PM
  I really didnt like the agreement that was obtained. They still charged us 254 additional, even tho they had not filed an eviction. My partner went ahead and paid it, however I dont feel I should have been charged a cent more since they already had several late fees incorporated in the original payment. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/20/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/05/2025

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

   

  Thank you, 

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

  Customer Answer

  Date: 05/06/2025

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

  Customer Answer

  Date: 05/07/2025

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

  Customer Answer

  Date: 05/08/2025

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

• Initial Complaint

  Date:04/19/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/21/2025

  Can you please tell me which property you resided at?

  Customer Answer

  Date: 04/21/2025

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

  Business Response

  Date: 04/26/2025

  To Whom It May Concern;

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

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

  $101.62
  $3387.43
  $6468.38

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

  I look forward to resolving this for you quickly.
  
  
  

  Mr. ******* response:

  Mrs. *******,

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

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

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

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

  
  

  Customer Answer

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

  Hi *********,

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

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

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

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

  
  Very sincerely,

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

  Regional Manager

  Customer Answer

  Date: 05/03/2025

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

   

   

• Initial Complaint

  Date:04/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

   

  Best Regards,

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

  District Manager

  Jefferson Railhead / ZRS Management

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/11/2025

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

  Customer Answer

  Date: 04/14/2025

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

  Many thanks 

  Keith 

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/21/2025

  Hello, 

  
  

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

  
  

  Thank you so much.