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Business Profile

Property Management

Zen Residential
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:19/02/2025

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing regarding an ongoing issue at my townhouse (********************************************************************). Since moving in on January **** and beginning occupancy on February ***, I have repeatedly requested that the missing blinds be installed. Property manager **** ******** initially assured me that the installation would be scheduled soon; however, despite my follow-ups, the blinds remain uninstalled.Additionally, when I proposed an alternative solutioninstalling the blinds myself with reimbursementI was met with a dismissive response. My subsequent emails, calls, messages are being completely ignored and the multiple requests submitted through the resident center application have not only been ignored but, in all instances, **** deleted without explanation/resolution. This behavior is very much concerning that no one really is caring our suffering and helping us Having no blinds has left us without minimum privacy, subjecting us to excessive sunlight affecting the indoor temperature and electricity bills, and also causing significant stress and discomfort to go thru all this and to deal with irresponsible property management Also even though i want to continue healthy relationship with Zen for renting or buying I am now worried due to unprofessional / ungenerous treatment now I am afraid that **** and his team may cancell our lease now or in the future once lease ends by keeping this in mind.I value living at Zen Residential and we are with Zen since long time from ******************************************************************************************************** resolving this matter promptly, along with consideration for appropriate compensation for the inconvenience caused.Thank you for your attention to this matter. I look forward to your response and help Please

  • Initial Complaint

    Date:15/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I moved in on 3/28/23. Since then, I’ve asked multiple times to get black mould in my bathtub cleaned, and window screens for my windows. I’m on the ground floor and cannot open my windows otherwise my cat with run out, and bugs/people can come in. I was told this would be taken care of when I brought it to their attention on 3/28 when I moved in. I got a reply that it would be done. So far there’s been nothing, and the property managers are refusing to talk to me or tell me when it will get done. It’s been 30°C and I’m on the verge of heatstroke living in here, not to mention the mould I’m breathing in everyday.

    Business Response

    Date: 23/06/2023

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

    Black mould in the bathtub – Please see picture of the bathtub for this unit (picture taken from the tenants move in report) is included and as you can see there is no black mould present in the tub.  It is impossible for black mould to form in a bathtub unless the tenant has not been cleaning her tub area since she moved in.  The tub is a bit older and based on the picture and feed back from maintenance who has been in the unit the staining in the tub can not be removed.  On May 24th we completed a work order for in the unit , see attached picture of ******* where we assigned work to be completed in the unit to address the tenants concerns in her bathroom.  

    Missing screens – On June 12th a work order was submitted to repair the missing screens, see attached picture of ******* to replace the missing screens in her unit, work has been assigned to ******* ****** *****.  Vendor has the tenant’s contact information and will be arranging entry to complete the work.  Work is marked as completed as of June 12th by the vendor.

    Hopefully this provides you with the information you required.

    Customer Answer

    Date: 23/06/2023



    Complaint: 20059229



    I am rejecting this response because:

    You can see the mould from the pictures I took when I moved in, as well as the conversation I had with the property manager letting him know it was there on March 28th, the exact day I moved in. It’s only been 3 months, mould doesn’t grow that quickly. 

    Why did I have to ask for screens and wait 3 months for them when they should’ve been there in the first place. I could have done it quicker myself. 


    Sincerely,



    ****** *****

    Business Response

    Date: 26/06/2023

    Good morning

    The pictures provided by the tenant in regards to the issues with the caulking around her tub were taken before the caulking was replaced, as per the previously attached WO# this issue has been addressed and maintenance has reported that there is no more issue with the tub.  Both maintenance requests have been resolved and require no further follow up at this time

    If she has current maintenance issues that haven't been addressed the she can submit a new maintenance request through the tenant portal and we will resolve the issue in a timely manner.

     

    Regards

    Customer Answer

    Date: 26/06/2023



    ****** ******** *******
     
    The picture was in response to the claim of my neglect to clean, as it shows since day 1 it has been there. 



    Sincerely,



    ****** *****

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