Business Profile

Property Management

ZRS Management LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

271 total complaints in the last 3 years.
87 complaints closed in the last 12 months.

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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:05/31/2024
Type:Billing 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 was a resident at ******* at ******* located in *********************, ** which is managed by ZRS Management. I paid a deposit of $500 at move-in. I have fullfilled my lease and moved out, and I received my final account statement via email on 5/22/2024. Of my $500 deposit, I am only being refunded $352.50 because I am being charged $147.50 for paint charges. Upon reviewing the final account statement, I called Regatta at *******. I called a total of (7) times, and I called ZRS *************************** (2) times. 2 calls were made on 5/22/24 when I spoke with ***** who said she was just filling in and that she would pass along the message to ****** whenever she was back. I didn't hear back, so I called again on 5/23/24@ 12:37pm. No call back; called again 5/23/24@ 5:02pm-no answer. Called 5/24/24@ 1:20pm-no answer, and again 5/24/24 @ 1:24pm-no answer. On 5/29/24, I still hadn't received a call back from these unprofessional people, so I called again and spoke to ***** once more who only covers there. Again she informed that ****** wasn't there and wouldn't be back until the following week. 1 week later, I still could not get an explanation as to why I was being changed for paint when every apartment is painted upon a tenant moving out and a new tenant moving in.On 5/31/24, ***** finally called me and informed me that I was being charged for paint because the apartment "had to be repainted." Holes in the wall where shower curtain bar had to be repositioned after the apartment was "Updated" while we lived there are out of my control. The rod was not holding up, and we had to reposition. I was told that the doorways needed paint. WEAR & TEAR! From the very beginning, the pain in that apartment peeled from the slightest touch. Chunks of paint in the bathtubs would go down the drain. I reported in a workorder but was never addressed as were other things! HOW CAN I BE CHARGED FOR WEAR/TEAR OF HORRIBLE PAIN JOB WHEN EVERY APARTMENT IS PAINTED BEFORE NEW TENANT MOVES IN??
Business Response
Date: 06/03/2024
Dear BBB,
We would like to address the complaint filed by ************, Complainant, regarding their security deposit refund at Regatta at ********
After receiving the complaint, we promptly investigated the matter and reached out to ************ to discuss their concerns. Through our conversation, we were able to clarify the charges and understand the issues they raised regarding the condition of the apartment upon move-out.
We have since issued a refund of the amount charged for paint to ************, resolving the matter to their satisfaction. We deeply apologize for any inconvenience or frustration caused during this process and appreciate **************** patience and cooperation.
If ************ has any further questions or concerns, they are welcome to contact us directly, and we will do our utmost to assist them.
Thank you for bringing this matter to our attention, and we value the opportunity to address and resolve customer concerns.
Sincerely,
*************************, Regional Manager
Customer Answer
Date: 06/03/2024

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:05/30/2024
Type:Billing 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 ****** review:Update 5/29/24 In January we received a call asking if we had received our Security deposit check back and we hadnt. Found out they had the wrong address. Two weeks later got another call about the same thingstill hadnt received it. Called them in March letting them know I still hadnt received it. Called in April and *** letting them know I still hadnt received it. Every single time they had to update my address. About 3 weeks ago the office called me saying the check had been returned to them because it was the wrong address. So AGAIN I gave them the new one. Its been 3 weeks. Ive sent and received mail from ***** in that time. So at this point, ** assuming theyre just stealing my money. No surprise because they steal enough with that $60 convenience fee when you pay rent online.We lived at ******* for about a year and a half. We took over a lease from someone else and when our lease was up and we had to renew, they increased rent by about $450 a month! We had just moved everything in and didnt have many options of anywhere else to go, so we had to re sign for that crazy amount for an apartment that was way smaller than what we have previously had and about $800 more expensive than what we previously had. The maintenance guys were nice, however, I put in so many requests to fix our washing machine and they were never able to actually fix it, so instead of replacing it for us, I literally had to wash my clothes by hand in our tub. Also, our thermostat constantly broke. We would have it set at 74 degrees all the time. It would continue running but be 80 degrees in our apartment. They would come fix it and it would work for like a week and be broken again. The security gates only probably worked for a total of 3 months on and off in the total time we lived there. For about the last six months that we lived there, the key cards didnt work for the pool or amenities. The only time you could use them was if the office was open.
Business Response
Date: 06/13/2024
Can you please tell me which property you formerly resided at? Thank you.
Customer Answer
Date: 06/13/2024

Better Business Bureau:

I was living at *************** in ********

Sincerely,

***** Days
Initial Complaint
Date:05/29/2024
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.
We have continuously tried to reach out in regards to our rent at this apartment complex and it always takes weeks for us to ever get a response. We contacted the manager to try and get ahold of someone at corporate and they also failed to respond until 2 weeks later. This has caused us to be unable to break our lease in a timely matter causing us to owe thousands of dollars more. The same thing has happened to others as mentioned in the reviews at this complex. They have continuously cost tenants living here thousands owed in property damage, lack of security they have falsely claimed to have plenty of, and failure to respond in a timely matter.
Business Response
Date: 05/30/2024
******************, which property did you reside at?
Customer Answer
Date: 05/30/2024

Complaint: 21776202

I am rejecting this response because: Somebody from corporate needs to respond to us. We have sent multiple messages to those that work in office here at ******,** as well as the person in charge of the region here and we have to wait 2 weeks if not longer to get a response. This message was in regards to us breaking our lease and their delay in response has caused us to have to pay more to break this lease.

Sincerely,

*****************************
Business Response
Date: 06/03/2024
Good afternoon,
Please refer to the attached document reflecting the email correspondence with the resident. Our onsite and corporate office has been in contact with the resident to provide options according to the lease contract. Although their lease doesn't end until September 2024, we have provided early termination options of a 60 NTV in addition to the early termination fee outlined in their lease. The notice to vacate was submitted to the office in May, and the resident requested for the on-site team to back date it to 3/1/24, but do not alter documents upon receipt. The property manager and regional are included on the attached email chain provided to support the communication and policy decision regarding their request.

Please let us know if there is anything additional we may further assist with!
Thank you!
Business Response
Date: 06/04/2024
Date Sent: 6/3/2024 5:29:24 PM
Good afternoon,
Please refer to the attached document reflecting the email correspondence with the resident. Our onsite and corporate office has been in contact with the resident to provide options according to the lease contract. Although their lease doesn't end until September 2024, we have provided early termination options of a 60 NTV in addition to the early termination fee outlined in their lease. The notice to vacate was submitted to the office in May, and the resident requested for the on-site team to back date it to 3/1/24, but do not alter documents upon receipt. The property manager and regional are included on the attached email chain provided to support the communication and policy decision regarding their request.

Please let us know if there is anything additional we may further assist with!
Thank you!
Customer Answer
Date: 06/04/2024

Complaint: 21776202

I am rejecting this response because:
When it came to this company fulfilling their end of the contract, giving us our quote in a timely matter to allow us to make the decision whether to stay here or not they waited until weeks before to provide us with it. This forced us to not be able to actually leave this place in a timely matter. The contract they choose to not follow at that time is costing us even more, when we have never even had a single late payment to this place. If you were able to break your end the least you could do is actually help your tenants. Trying to get in touch with anybody here is almost impossible.

Sincerely,

Adriana
Business Response
Date: 06/04/2024
The onsite team and Regional Manager have attempted to assist via phone to discuss resident concerns and provide options accordingly. The *** lease requires a 60-day written notice to vacate whether the resident decides to move at the end of their lease, as well as, if they decide to move early. Should a resident proceed with moving early, they are provided the Early Termination options referenced in their lease in correlation with the required 60 day written notice to vacate. We sincerely apologize, but unfortunately, we are unable to back date the notice as requested by the resident due to policy regulations.
Thank you!
Initial Complaint
Date:05/29/2024
Type:Sales and Advertising 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 had to break my lease due to medical issues. I moved out 5/3/24 and my lease ends 6/4/24. I received the final statement and the property manager is charging me for 2 months of rent for early term fee, 2 months of rent for lease termination fee and for a hole in the wall that was caused from termites. Also charging excessive repair fees.
Business Response
Date: 06/02/2024
Hello ********,

Thank you for your email voicing your concerns. I have researched this and it appears our system erroneously billed the early termination charge twice to your account.

We have removed one of these charges. Please see the updated final move out statement as well as a copy of your move out inspection for reference.
Initial Complaint
Date:05/29/2024
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.
I am writing to formally lodge a complaint against ZRS Management concerning the handling of a refundable administrative fee for an apartment application at The ************************************On January 13, 2024, I applied for an apartment at *************************************************************** by ZRS Management, and paid a $175 refundable administrative fee. Unfortunately, my application was denied, and it took until March 26, 2024, for ZRS Management to send a final account statement via email. Upon receiving this statement, I promptly provided an updated address for the refund check to be mailed to.However, despite my efforts, I have not received the refund check to date. Over the past few months, I have made numerous phone calls to ZRS Management, seeking resolution, but have repeatedly encountered delays and a lack of responsiveness. Recently, I have been calling the property manager over the past couple of weeks, only to be informed that the manager is either unavailable or out of the office.It has now been four months since I began this process, and I still have not received the refund. I currently reside in ******* and have expressed my willingness to pick up the check in person to expedite the resolution. Despite this, no progress has been made, and I continue to face significant frustration and inconvenience.I request the Better Business Bureau's assistance in resolving this matter promptly. I seek the immediate release of my refund check and an end to the persistent runaround I have experienced. If this issue is not resolved promptly, I will have no choice but to pursue further action to secure the refund that is rightfully due to me.Thank you for your attention to this matter. I look forward to your assistance in achieving a swift resolution.Sincerely,****************
Business Response
Date: 06/10/2024
Hello ******,
I am sorry to hear about your experience at our community, I sincerely apologize for the delay in receiving your refund. I can understand your frustration. Unfortunately, all refunds come from our corporate office. We are unable to issue checks on site. I am working to ensure we get this payment mailed out to you as quickly as possible. Please feel free to reach out to me directly with any other concerns at ******************************.
Thank you,
*********************
Initial Complaint
Date:05/23/2024
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 live at **********, an apartment complex named ********************** that was, until a few weeks ago, managed by ZRS management. I signed a lease on March 15th, with a written agreement with management, that signing the lease I was entitled a $500 giftcard. This was articulated to me in email conversations with the manager at the time, ***********************. Since signing the lease, ZRS was unreachable and quickly sold the property management to some other property management company. I would like to receive the $500 I am entitled to for the lease signing agreement I had with ZRS.
Business Response
Date: 06/07/2024
******************,
Thank you for reaching out regarding this matter! Unfortunately, due to ZRS no longer managing ********* Ave this request will need to be directed to the new management company. I encourage you to reach out to the new management with the email screenshot you provided and they will be able to resolve this for you.
Kind regards,
*************************
Regional Manager
Initial Complaint
Date:05/17/2024
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 owed the return of my $400.00 security deposit. I was issued a check that ended up returning for "refer to maker" and then given the excuse that they were changing banks. Why issue a check if you knew your account would be closed?Florida requires the return of security deposits within 15 days, and you have not returned it for 147 days and counting.
Business Response
Date: 05/20/2024
The prior resident did move out on the 31st of December. She was issued a refund a check. However, with the timing of how long it was for the check to clear, ownership changed bank accounts. Our accounting department reissued all checks that did not clear with the new bank information. The site was notified on Friday, May 17, 2024 from ******* that she never received her deposit back. Accounting has gone ahead and voided the check and issued a new one that will be mailed out on Thursday with our payables.
Initial Complaint
Date:05/17/2024
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 writing to formally address a significant issue regarding the refund of my security deposit from The Manor in **********, which I vacated on February 17, 2024.Despite my repeated attempts to resolve this matter through multiple phone calls, emails, and in-person visits to your office, I have yet to receive my security deposit. During my interactions with your team, I was informed that the check was initially sent to the incorrect address, despite having submitted a change of address form well in advance. I have documentation to verify this change of address.Moreover, I have been told on two separate occasions that the check was reissued, but it has still not been received. Each time I inquire about this issue, I am met with responses indicating that the office staff cannot assist further. This lack of resolution and ongoing delay is causing considerable frustration and inconvenience.As it has been several months since my move-out date, I kindly request immediate action to rectify this situation.
Business Response
Date: 05/20/2024
This refund check has been re-issued several times. On Friday, May 17, 2024, the onsite team asked the accounting team to void and re-issue again while confirming the forwarding address. The check should be mailed out with tracking information this week. The previous resident was already informed.
Customer Answer
Date: 05/24/2024

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:05/14/2024
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.
Management claims that I never paid January's rent, DESPITE, proof of the receipt that they gave me and also actual pictures of the money order that I took in their office literally before I turned it in. Even in my bank statement you can clearly see the amount withdrawn. They are asking for proof on who cashed the money order, which I've tried but isn't easy to do and I've told them that but looks like they want to kick me out so they can get new resident and get that commission bonus.
Business Response
Date: 05/28/2024
Good morning,
I appreciate you taking the time to initiate the trace on the money orders as we discussed on the 14th. Once you receive the information from the trace kindly provide to us so we can take the next steps.
Initial Complaint
Date:05/14/2024
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.
Zrs management this is at *********** at ************* in ************** this is what happened when you live on the property they will come to your door and spit in it and cuss you out you will get harassed here
Business Response
Date: 05/29/2024
Thank you for bringing this matter to our attention. We take all feedback from our residents very seriously and strive to address any concerns promptly.

After investigating the situation, we would like to clarify that we had no prior knowledge of any weapons being displayed within our community.

While there have been no reports of violence, we understand the importance of maintaining a safe and welcoming environment for all residents.We will ensure that this concern is communicated to the community afterhours patrol team for further monitoring and appropriate action. If you do feel unsafe, we urge you to reach out to the local police department immediately.

Please rest assured that we are committed to addressing any potential issues and maintaining a positive living experience for our residents.

Thank you for your understanding and cooperation in this matter.

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ZRS Management LLC is NOT a BBB Accredited Business.