Complaints

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:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently rent out an apartment through Zendoor and I recently had to break my lease. It took a while to get someone on the phone to even discuss me breaking my lease. While this was happening they switched resident portals leaving one balance on the old portal that I am not able to pay since the portal does not accept payments anymore and another balance on the new portal. I have been trying to reach someone on the phone for the last 5 days and no one has been able to answer my call or return my voicemails *** left. No one is helpful at Zendoor and its like no one even works at this company.

• Initial Complaint

  Date:01/31/2024

  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.

  This company is a JOKE!!!! Im a current resident. They NEVER answer the phone in the case of maintenance emergencies unless you become irate. They also never answer the phone for RENT CHARGE DISPUTES. I rent a home in the biltmore area. They recently switched to a new resident portal and have added unwarranted admin charges to my rent yet when I call AND text I get no answer!

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called almost two weeks ago and notified that at night I could hear running and scratching in the walls and ceiling. A ticket was issued on 8/31/23 in regards to this and no action was taken by the property management. As of 9/12/23 there was a physical rat running around my apartment. This is a serious health hazard and violation to tenant safety laws. Upon bringing this to property management's attention, there was little to no urgency on their behalf. They stated they would send someone out Friday 09/15/23 to "place sticky pads and/or traps down" around my apartment - but not removing the current rat that ran behind my dishwasher (which I trapped back there and you can hear moving around). The rat needs to be removed. The dishwasher needs to be pulled out to see if there is an access point behind it, in which the rat was able to enter the apartment in the first place. The property needs to be thoroughly inspected given that there is most likely an infestation present. I had to purchase a hotel room since it is not safe for myself or my dog to be present in the apartment. I asked property management if they were going to reimburse me for the hotel stay or the other days that I cannot stay present in the apartment, in which I was told they cannot do so. In addition to not being able to stay in my apartment, this is causing me extreme amounts of anxiety and stress. Aside from personally hiring a rat removal company to come out and help me, I am at a loss and do not feel comfortable with my living situation. If the issue is not treated correctly, there is no guarantee that there are not other rats present inside the apartment, the crawl space above the apartment and/or the walls. I have requested to speak to an actual manager as well, in which I was told she is in meetings all day. With no offer to have her follow up with me or contact me. This is a very poor reflection on the management running the property.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of my unit on 7/1/23. There was $1100 taken out of my deposit to repaint. There was zero reason to repaint the unit. There were only minor touch *** where the tv's were hanging on the wall and that amount would not come close to $1100. I have been calling, leaving voicemails, and texts with no on reaching back out. ************ was in contact with briefly and said would update me after she spoke with maintenance. The last text I have from her was from 7/20/23 and she has not responded to anything since

• Initial Complaint

  Date:07/17/2023

  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.

  Zendoor is the property management group for the ***************** in *******, *******. I was a tenant in one of the units at this completed for two years. June 2021 - June 2023.Upon my lease expiration, I completed my walk-thru with maintenance on June 27th at 12:00pm. We walked through the 2-bed, 1-bathroom unit, and at the completion of the evaluation it was agreed the unit was left in good condition with no damage to the unit. Additionally, I informed the maintenance team that I had hired the same professional cleaning services Zendoor uses for other unit turnovers in that complex to conduct a deep, move-out clean. The cleaning was conducted and completed on June 16th. The receipt for that hired service was shared with the maintenance team on June 28th per their request.I have video footage and photos of the entire unit showing that it was left in an above-average condition. On July 10th, 8 business days after my lease expiration, I received an email notification that I am being charged $725 for maintenance "paint and materials." I attempted many times via phone, text, and email to connect with a Zendoor representative to discuss these charges. It was not until Thursday, July 13th that I was finally able to connect with a live representative about my refund via phone. On that call, I requested an itemized receipt for the charges. I was told she would text them to me and then the phone was disconnected. I received a 3rd party receipt about 10 minutes later that does not break down those charges by item. You can find an image of that shared receipt attached.Seeing as I was a tenant for 2 years and I made additional efforts to ensure the unit was left in an above-average condition, the fees I am being asked to pay are not justified. Any paint or materials Zendoor deemed needed would have been for a tenant's normal wear and tear. By law in *******, a landlord (property management group) cannot charge for items or time for normal wear and tear.

• Initial Complaint

  Date:07/14/2023

  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.

  Plumbing issue that started 2 years ago but Zendoor took over property in 2022 and did not take our complaints seriously. The issue was not resolved until this year (tree roots growing through pipes) . This issue caused weekly flooding, moldy sink, and tile peeling from floods.** issue started yesterday 7-13-2023. ** was not working starting at 7pm, we were told a technician was on the way but they didn't arrive until shortly after midnight.7-14-2024 we were told in the morning a tech was on the way to fix our **. They still have not arrived it is now 6PM and we have been without power or ** since 2PM. The maintenance emergency line is only accepting voicemail. It is mid summer in *******, having no power or ** is affecting our dogs, work from home life, and it is hot!!!!I called the main zendoor line during business hours of 9am-5pm Mon-Fri but received a message saying they were already closed. We got a call from the ** tech but he is unable to fix the Power outage that occurred at 2 pm and we have reset the breakers numerous times. We've checked with neighbors in our unit and no one else's Power is out.

  Business Response

  Date: 07/19/2023

  Hello ******, 
  
  Thank you for bringing your frustration to our attention, when Zendoor became aware of the back up and plumbing issues we began actively working on it. We responded to each ticket and emergency call you entered in regards to plumbing. Once we were able to find the cause of the back *** we were in contact with *************** to get this taken care of, if you are still having plumbing issues please make sure you are entering in tickets so we can address it again. 
  
  In regards to your A/C, we received your call into the emergency line on 07/14 at 3:34 and responded immediately via text letting you know we have a technician en-route as they were finishing up at a different property. A portable was provided to you immediately to provide some cooling, these do not cool off your entire apartment just a small space such as your bedroom. You called your property line at 5:23pm on 07/14 which at that time we were already closed. The technicians remained in contact and had the A/C completely fixed and running again by 6:00pm 07/15 while you had a portable.
  
  Please continue to contact the emergency line if an emergency arises (no running water, no A/C, flood, fire or locked out of your unit). Our property lines are open from 9am-5pm.

  The Team at *************

• Initial Complaint

  Date:04/03/2023

  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.

  Zendoor management, ********************* does not respond to phone calls nor the phone numbers they provide to tenants that live on their proprieties. I'm having problems contacting them just to get my rent payment to them on time. The office is always locked with a sign on the door. They continue to give me the run around with the computer links they give us to us for accessing computer, they loose cashier's checks, communication is bad. No one is available, No one is trustworthy when it comes to business. This company is BAD BUSINESS! Homeless people walking onto the property destroying the back fence nothing is being done about it. I don't like how they continue to make it an inconvenience for the paying tenant like myself. Its sad when you have to run them down to pay rent.

  Business Response

  Date: 04/11/2023

  ******* and ******- 
  
  Firstly, we would like to sincerely apologize for your recent experience. I'd like to make sure you have the correct phone number for the Arcadia Cottages for future reference: **************. You may text or call this number at anytime and we will get back to you as soon as possible. 
  
  Preferably rent is to be paid online via the tenant portal, that is how most tenants find it easiest to pay. If you do not wish to pay online the next best way is to mail via certified mail. Please keep in mind that we still charge late fees regardless of holidays and weekends if we do not receive rent based on the due date according to your lease-- so make sure if you pay by mail you are sending rent early enough.
  
  Zendoor has recently switched to office appointments only, so you must reach the number provided above to schedule an appointment and we can coordinate to meet.
  
  We very much so appreciate you bringing the homelessness to our attention. This is the first we have heard of this, so we will monitor the area to ensure this does not continue.  

  Thank you,

  The Arcadia Cottages Team

• Initial Complaint

  Date:03/24/2023

  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 attempting to get W9 forms completed for an entire week with no avail. ************ have called no one answers. Emails sent no response. I have called no one answers the phone for 5 straight days. I text the number provided to tenants no response. There was a deadline set and the only thing holding up my security in my home is forms returned that ********************************* has. Forms go to the state of which the company zendoor has the direct email to send it to not to the tenant and still no action.

  Business Response

  Date: 03/31/2023

  Dear *****************************,

  We received several emails from you on Monday with regards to your request and immediately got in contact with the case worker. We provided them with all of the forms that they requested from us. Please do not hesitate to reach out if you need anything additional and I would recommend following up with your case worker to ensure they are all set!

   

  Thank you,

   

  The Fountain Villas Team

• Initial Complaint

  Date:03/08/2023

  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 have not been able to pay my rent due to portal erroneous charges. I originally made arrangements to split an additional occupants deposit into two payments of $150. I paid $150 and the next payment is due 3/22. For whatever reason, *** door isnt acknowledging this and tacked it on my rent and added late fees when they said theyd have it removed and late fees would be waived. I essentially thought it was late fees because I had told them that I was going to be late with my rent. However, I ended up calling back the same day and telling them. Hey I ended up getting the money together I can pay my rent on time however theres $150 charge for the deposit that is not supposed to be billed until March 22 has been added on as well as now as of today late fees. All I wanna do is pay my rent. I have been trying to pay my rent since last week. Nobody has been able to help me all they tell me is that they are waiting for the asset manager to go ahead and remove the fees and that that is the only person that can remove any of the fees and that she would be the one to remove the $150 deposit and then add it back on essentially once I pay my rent . Im getting nowhere after continually calling, sending emails, with screen shots of out arrangements for the deposit, and ultimately emailing this manager. Unfortunately nothing is happening and ** very afraid at this point that I will lose my home!!!

  Business Response

  Date: 03/14/2023

  Good morning ******** - 
  
  As you know, Zendoor just took over management of this property on March 1st and we apologize that this was missed. Unfortunately, we were not provided anything from the previous management company as to your arrangement. I do know that when you called in you were instructed to wait until end of business day so management could look into this and then your balance was paid in full. 
  
  
  We are in the process of removing those fees associated with your account and correcting the deposit charges based on the email copies you provided. Once those adjustments are made, you will have a credit balance in the amount of $76.73 on your account. Again, we are so sorry this occurred during the management transition!

• Initial Complaint

  Date:02/21/2023

  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.

  We lived at the ********** property for 1.5yrs and a month or so after we first moved in, Zendoor bought the property. Previous management was great, but with zendoor weve had nothing but issues. Communication issues, which are like the bare minimum. Most times its like theyve straight up ghosted you. It took probably 8 months for them to actually answer their number listed. Until then youd have to request a text back. There is NO email given or any place to contact the company via email. Weve had plenty of other issues including leaks and a live mouse in-unit, which happens but the communication throughout all of these issues was sparse and not treated like a time sensitive issue.We recently purchased a property and needed to break the lease. We understood the fee and the 60 day notice needed to give but werent sure how to submit the notice. We called them probably three different times over 2-3 weeks in December and were told ********* was in charge of the property and she would get back to us. She never did. With no email we had to submit our notice via the TICKETING SYSTEM. It should not be that hard. We didnt hear back until about a month later through an email confirming our move out date. The email said to reach out to schedule a move out. So we called. But you can guess it, no response. I finally called yesterday because our move out is scheduled for tomorrow. I was told ****** is now in charge of our property and that a walkthrough was also needed? My 1st time hearing about this. I said I needed to hear from him today as we never get call backs. They said ok. Never called. I called and said Id hear back today. Didnt. I called probably 5 more times and sent 3 texts with no response. Even stopped by the office but of course they were closed. Like I am just trying to do the right thing by giving them back their **** keys. Im afraid of retaliation in regards to our security deposit but I am LIVID. Stay far away from this rental company if you can.