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:02/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is very hard to communicate with. They do not respond to leasing questions or repair questions and if they happen to pick up the phone their answers are vauge and they "pass the buck" to another person that rarely responds. I am trying to transfer my lease to a ground unit due to our downstairs neighbor not being able to get any rest as my toddler is to loud for her. I am trying to resolve this issue by moving to a ground unit and they will not respond to my request. There are available ground units that are ready but they will still not answer. Also ongoing construction at Ethos on ********* has forced me to move out temporarly as the loud construction hinders my work from home employment. Construction has been ongoing for 5 months. They do not have an end date on when the construction will end. They allow the construction company to turn off our water without notice, and raw sewage was in our walk way entrance way during last Christmas and New Years because they did not care to have the issue treated as an emergency repair. I have only lived at Ethos on ********* for under a year and Zendoor is the third property management company with this apartment and by far the worst. ************************* is the manager and she will not respond to any emails. Please get it together Zen Door, Ethos on ********* and Coast to Coast construction. I am paying rent for an apartment I cannot live at or work from. They do not care about the residents that live there now and prioritize renovations above anything else.

  Business Response

  Date: 03/16/2023

  Hi *******
  

   
  

  Thank you for reaching out. I understand living in a community that is undergoing improvements can be loud during daytime hours, especially for those who work from home. We work with the ownership group to ensure any construction is happening during allowable hours during the day. The goal of the ownership group is to provide an updated place to live and offer much needed improvements at this community.
  

   
  

  We are happy to work with you if you are looking for a different apartment or community to transfer to!
  

   
  

  Thank you,
  

   
  

  The Ethos on ********* Team

• Initial Complaint

  Date:01/09/2023

  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 is BY FAR the worst company I've ever rented from. They are a joke.We've lived in the building for about 8 months, and it has been problem after problem since the week we moved in. We have had to create 40+ "tickets" for issues in 8 months, which are RARELY even ADDRESSED, let-alone resolved. The building has been infested with Pigeons since we moved in, covering all walkways and door entrances in bird s*** Walking daily through piles of bird s*** covering the walls, railings, and doorways. We sent in requests for MONTHS trying to get help. Not ONCE did they have a professional service out, and we had to call and email daily to even get someone out to "clean" the bird p*** The guy showed up with a bucket of water and a solo cup to splash around, leaving more of a mess. I wish I was making this up.We have a water leak coming through our Drywall, which is molding and still unresolved 3 months later... Our closet shelving is falling off the walls...Our flooring is cracking...These are just to name a a few...The issues are endless, the "tickets" are endless, and we as tenants are sick of spending this much time trying to track down our landlords and get help. We shouldn't have to do this!! Even writing this complaint!!! I've spoke to multiple other tenants in the building who have same, similar, and worse issues.THE ISSUES ARE ENDLESS and the response/help from Zendoor is almost non-existent. They have major scheduling issues, using all 3rd party workers, and cancel, reschedule, and often don't show up. The staff is all virtual and impossible to get in touch with. This company is so poorly ran and a NIGHTMARE to rent from. I wish I had known more before agreeing to this lease.The attached photos are just a SAMPLE of the problems.....

  Business Response

  Date: 01/17/2023

  Hello and to Whom it May ***************** style="-webkit-font-smoothing: antialiased !important; line-height: 24px !important;">
  
  
  We have been able to research the items the resident has concerns with. 
  
  The property in which ************** lives at is new construction so we have been trying to work with the contractor as these are items that are warranty related since this is a new build and unfortunately we can be at the mercy of the contractor. 

  Pigeons are an ongoing battle in the Phoenix area and we are working to find a solution that will work.  We have completed a repair that prevents the pigeons from going into the atrium area and we are confident this will help resolve much of the pigeon issue as we work for further resolutions.  We are reaching out to the resident to help resolve any other issues he is having.  

• Initial Complaint

  Date:12/19/2022

  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 has been a nightmare company to rent from. I started renting at one of their properties in May and ever since then its been a mess. There is a severe pigeon infestation at our complex, resulting in bird f**** all over the property. Myself and various other tenants have been asking for a solution to this issue and the only thing that has been done is sending out someone to wash off the p*** spreading to other areas of the complex. This is highly unsanitary and needs to be resolved ASAP. Additionally, multiple maintenance issues have come up and getting someone out to do repairs is a nightmare. They consistently reschedule their appointments and give you a 5 hour window for them to come by, so you basically have to block off half your day. They consistently make false promises over the phone when you call to follow up on maintenance issues and then you never receive a follow up from them. I HATE living where I am and I wish I could move immediately. Im tired of living under Zendoor Management.

  Business Response

  Date: 12/23/2022

  To Whom it may concern. 
  
  I have had the chance to review the tickets and all tickets have been addressed timely until the last ticket of the closet rod being over loaded and failing. I am looking into the third party vendor that handled this ticket to see why there were multiple rescheduling.  
  
  Pigeons are an on going battle across the valley.  We have received approval to add meshing to the East Side of the building to help prevent the pigeons from entering the enclosed area and this is scheduled for today.  I have also followed up with our maintenance to ensure all nests are removed and an additional power washing is complete with extra attention paid to the heavy soiled areas. 

  We want everyone to feel comfortable in their home and love where they live! Please do not hesitate to reach out directly if you have any follow up questions or concerns.

   

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently reside at The ****** Unit 204. Zendoor, specifically ***** the Property Manager and Support, has been so incredibly unresponsive and unreliable that very simple requests take weeks to months for actual results and this specific issue has prevented us from being able to pay rent. Since 8/11, we have had a payment balance glitch in our rent portal stating we owe $4250.60 due on 9/1, which is $2,153.45 more than our current lease agreement states we owe per month (normal monthly rent is $2097.15). This issue arose after it took Zendoor and ***** nearly 2 months to send us a lease renewal offer (see images of texts to ***** starting 7/6). Once we finally got notification of the renewal offer on 8/11, the payment balance glitch appeared. I contacted ***** *************) on 8/12 about the issue and she replied on 8/13 stating "I think the system thinks you're a new move in. Let me fix it." I followed up with ***** via text on 8/16 and 8/26. No response to either, but she read the messages. Since she was deliberately not responding, I reached out to Support *************) on 8/26 via text and phone. After 3-4 calls someone answered and said they would have to speak with ***** about it. The Support Rep did follow up on Monday 8/29 to say engineering was working on it. I followed up again 8/30 via phone and text. On 8/31 they said it would be fixed on 9/1.On 9/1 the day rent is due, I gave Zendoor time since they said the issue could only be fixed on the day rent was due. By the afternoon, our payment balance was still showing we owed $4250.60. I tried to reach Support and ***** with no response. Today 9/2, a day after rent was due and the issue was supposed to be fixed. I called Support 4 times, left VMs and requested a text back. Tried calling and texting *****. Tried calling the corporate office *************) and left a VM. No answer from anyone.All we want is it to pay rent. We don't feel comfortable signing the renewal offer until this is corrected.

  Business Response

  Date: 09/19/2022

  Hi ********,

  
  

  We greatly understand your communication concern and ledger balance error. It's important to Zendoor that as a resident, we address any and all concerns accurately, and in a timely manner. We appreciate you bringing this to our attention and have since worked out the bug in our system that was calculating incorrect ledger costs. Understandably, you were very patient with us and we hope that you will give us the chance to turn this around and communicate effectively. We are so glad that we were able to renew your lease and continue your residency. 

• Initial Complaint

  Date:08/22/2022

  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 am a cosigner on an apartment that my son lives in. On July 19 his apartment, located at 929 ***********************************., unit 8, flooded due to a sewer back up which resulted in urine and f**** throughout his apartment. After 24 hours he was able to move to another unit at the same complex. He was told verbally by one of 3 representatives from Zendoor property management that they would reimburse him the $500 deductible on his renters insurance. He asked her repeatedly for this to be put in writing, which never happened. He was then told based on the lease that they would not be reimbursing him the deductible. They came back to him and said if they can confirm he was told that they would honor that, but hes heard nothing back from them since then. They seem to like to say a lot of things verbally and never follow through on what has been said. Each person he talks to says something different!Last week after almost a month he was told he could return to his apartment. He requested that the apartment be cleaned before he moved back in, since there has been workers in and out of the apartment removing and replacing flooring and baseboards for three weeks; there was a great deal of dirt and debris in the apartment. It should also be noted he left a number of items in the unit that were not there when he moved back in. After moving everything back to his original apartment he went to take a shower and found a sticky white paint substance on the bottom of his feet that also got on his legs and hands. It is difficult to understand how they could have allowed this to happen. If the cleaning crew had done a thorough job they wouldve found the bathtub issue and he could have delayed transferring back to the unit until it was repaired; now he has to deal with the inconvenience of workers thinking they can show up any time it is convenient for them, with little or no notice. They need to reimburse him for his $500 deductible, and repair the bathtub!!

  Business Response

  Date: 08/30/2022

  It has taken some time to get all the items aligned.  I did speak to the resident Wednesday (08/24/22) while I visited his apartment to check on the tub resurfacing.  
  
  
  The unit was cleaned after the demo from the sewer back up, refinishing of the unit and the tub resurfacing.  Something happened to the resurfaced tub and the product did not cure properly.  The tub appeared to be dry with water added and to the touch but below the surface of the product was not dry.  When the resident stepped into the tub he had a white substance on the bottom of his feet.  The resident was very upset and reached out to me immediately and we arranged for someone to go to his unit to see what had happened and to correct this. This was difficult for our maintenance supervisor to coordinate because the resident blocked the Maintenance ER number to text or to call.    We have since gone in; stripped the tub and applied a new resurfacing and the tub is now able to be used.  During this time, the resident had complete access to another unit to use the shower.  This is the same unit the resident stayed in while his unit was being fixed from the back up
  
  
  While I was at the resident's unit on 08/24 I let the resident know we had a Settlement Agreement  being drafted for him to sign to apply the agreed rent credits and in addition a $500.00 gift card would be paid to cover his belongings up to the deductible amount.  
  
  
  Two Settlement Agreements have been sent to the Resident and Cosigner on 08/28.  One is an option to receive the compensation/reimbursements listed above and continue the current lease; the 2nd agreement is to receive the compensation/reimbursements listed above with the option to vacate the unit by 09/30/2022.  
  

  Customer Answer

  Date: 09/01/2022

  we will not agree to the terms and conditions set forth in the settlement agreement.

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment complex, ********* Park, was sold by Zendoor to Clerel on 7/15/2022. Zendoor still charged me rent in the amount of $1481.19 on August 1st despite no longer owning the complex. They do not answer the phone and are not willing to give me my money back for the rent they incorrectly charged me. I have sent multiple emails and voicemails asking for this to be resolved and refunded and they are not returning any of my calls and are stating they have no blame in this. The screenshots provided show the $1485.04 I spent in the form of a money order to the new owners of the complex as well as the $1481.19 that was taken from my account from Zendoor.

  Business Response

  Date: 08/08/2022

  Hi Kelsey,
  
  We apologize for the inconvenience this has caused you. In speaking with the property manager directly about this concern, it sounds like your autopay wasn't disabled in time and the payment went through on 8/1. Because of this issue, we were able reimburse your payment as well as the stop payment amount at your bank. Once again, it sounds like this happened to be a technical issue and it is my understanding that this issue was reconciled. We hope you enjoy the rest of your week! 
  
  
  
  

• Initial Complaint

  Date:07/19/2022

  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.

  This is the worst company I've ever, ever worked with. I moved out over 2 weeks ago and just got a rediculous **** for move out charges. Not only do they request payment for a full clean, they request payment for a full paint. They didn't even own the building when I moved in and I can guarantee the paint is in the same condition that I received the apartment in. Furthermore, I deep cleaned that entire apartment myself. Even better, this company never, never, never answers phone calls.

  Business Response

  Date: 07/22/2022

  Dear Lauren,
  
  
  We sincerely apologize that you had this experience with us at Zendoor but we're glad you brought this to our attention as it appears that charging for the paint was a mistake on our end and we will work with you to remedy this situation. We recently took over management of this community so we are still learning some of the details about the move outs as they happen. Once again, we are sorry to hear you had a negative experience with us and we hope to be able to turn that around for you. Thank you!

  Customer Answer

  Date: 07/22/2022

  Hello,

  Thank you for acknowledging that the paint charge was a mistake. I do appreciate that; however, I am still extremely frustrated. If you know it was a mistake, then why is it still listed on my charges? Additionally I was told on Tuesday (7/19) that I would be provided pictures in 48 hours. Sherwin reached out to me and told me he had the pictures. If he has them why hasn't he sent them to me? Furthermore, why is someone not directly contacting me and admitting the painting charge mistake; let alone actually fixing my charges. This message though BBB is the only thing I have received saying that the charges are wrong. 

  Also, there is still a $150 charge for a full clean. I have made it clear that I am also contesting that charge, why is there nothing stated about this? I cleaned that apartment for days. I need to be provided a picture showing that the apartment is unclean. I need to be shown a picture proving that the apartment is dirty than the condition in which I received it. 

  I understand that mistakes happen. And I always wish to be someone that shows ****** But frankly, when the gate to my apartment is repeatedly broken over a period of months, my car is illegally moved, and I'm charged ridiculous move-out fees on top of never being able to reach anyone I just can't extend ***** anymore without feeling taken advantage of and neglected. It is extremely frustrating that the best way I know how to get in contact with this company is through reporting them to BBB. Only then do I get answers to my frustrations. I wish it wasn't that way. I wish someone could answer my phone calls and assist me directly. But alas, here we are. BBB should not be the only way that I can contact my property management company.

  Thank you