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.

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  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:05/13/2024

  Type:Order 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 was informed by the leasing staff at ************************* and guaranteed my application would be approved. I was given the sales marketing speech by *******, ****** and *******. I paid the fees and after almost 3 weeks given so many excuses to not process my application. I called and emailed the ZRS Management office in ******* with NO response. It seems they only rent to white people. This service is unacceptable.

  Business Response

  Date: 05/17/2024

  Below you will find a timeline of events since we have worked with *******. Our staff will assist any person who walks through our doors. As a company we do have specific criteria that must be met to move forward with our application and screening processes. 

   

  -****** toured the prospect on 04/23.
  -****** sent quotes and a thank you email on 04/23.
  -****** called our office on 04/24 5x and left 2 voicemails in which our team was hosting the League City Chamber of Commerce for The Kippfords ribbon cutting event.
  -****** sent an email on 04/24 which mentioned that she called our office, and no one was answering. She was inquiring if our office was open to assist with her concerns.
  -******* called ****** on 04/24 before the end of the day to assist with her rental application. ******* was not able to get in contact but left a voicemail.
  -******* sent an email to ****** on 04/24 at 5:06pm to assist with the rental application.
  -******* called the prospect on 04/25 at 1:16pm to verify if the applicant still needed assistance, however, she was not able to contact her and left a voicemail.
  -******* sent an email to ****** on 04/25 at 1:34pm so that ****** could touch base with our team if assistance was still needed
  -****** called the office on 4/26, in which she requested to speak with *******, and he was able to assist her with her application process.
  -******* sent ****** an email requesting proof of income as a standard procedure.
  -****** completed a rental verification request to the address that ****** noted as current home in her application, in which we received it back stating that ****** had vacated the apartment home on March 1st, 2023
  -****** visited the community on 4/27 to view the unit she leased as well as additional units per her request. She did apologize to the onsite team that day regarding her calling corporate.
  - On 05/01 the team requested for proof of income as we had not received it to our SNAPPT portal. In which case, ****** provided edited paystubs, and ****** notified ****** that should she want to appeal SNAPPTs findings, she was able to email them. She then stated that she had done a print to pdf and would re-upload.
  -On 05/01, ****** re-uploaded her paystubs in which case, the team noticed that the address had been changed in her previous income documents, and her paystubs had also been previously altered. The second submission to SNAPPT was accepted by SNAPPT.
  -The team submitted a rental verification request to the address in her paystubs being that we did not have current rental verification information for her current home..
  -The team received the rental verification back from Pirates Landing on 05/02 in which it stated that ******* was not currently on notice.
  -The team reached out to ****** on 05/02 to let her know that the current rental verification from Pirates Landing in which she currently resides stated that she is not on notice, and we would require for her to be on notice and an updated rental verification once completed as part of our qualification guidelines.
  -****** called the office and spoke with ******* in which she stated that she does not want to put in her notice as she would like to ensure she has another apartment home to move to. ******* communicated to ****** that in order to move forward with the application process, we would request for her to enter her notice and our team to complete an updated rental verification with Pirates Landing.
  -****** sent an email to our team recapping the conversation with ******* and expressing her concerns with our team.
  -******* then responded to ****** to further clarify the reasoning for the request of a rental verification of her current home, and that we must comply with our rental criteria and guidelines.
  -****** did not respond to our team, until May 13th stating that she has concerns regarding the application processing and made accusations regarding discrimination.
  -******* responded to the email on May 13th to further explain that our team is pending for her to submit her notice and so we may proceed with an updated request for rental verification to Pirates Landing.
  -As of May 16th, 2024, our team has not received any additional communication from *****************************.

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21703593
  
  I am rejecting this response because: I did the unintentional favor to ZRS Mgt. by notifying ******* at ******** that I filed a complaint. Please note that NOT one of the management representatives that I called and emailed in their corporate office responded to any of my messages which is absurd.  The date of their "event" I called twice NOT 5 times so let's not make up stories. I did reply to their last email from *******, reply email attached and sent on May 17th and NO response received as of today's date May 19th Screenshots attached. My friend who is African American is receiving the same type of treatment with the application process...MMM coincidence I think not. There's a reason ZRS Management is not BBB accredited with an F rating and 1 star review. Screenshots attached. I deserve the money the Kippford stole from me under false and fake pretenses as they were never going to approve my application. 

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

  Customer Answer

  Date: 05/29/2024

  Date Sent: 5/19/2024 2:47:02 PM
  

   
  Complaint: 21703593
  
  I am rejecting this response because: I did the unintentional favor to ZRS Mgt. by notifying ******* at ******** that I filed a complaint. Please note that NOT one of the management representatives that I called and emailed in their corporate office responded to any of my messages which is absurd.  The date of their "event" I called twice NOT 5 times so let's not make up stories. I did reply to their last email from *******, reply email attached and sent on May 17th and NO response received as of today's date May 19th Screenshots attached. My friend who is African American is receiving the same type of treatment with the application process...MMM coincidence I think not. There's a reason ZRS Management is not BBB accredited with an F rating and 1 star review. Screenshots attached. I deserve the money the Kippford stole from me under false and fake pretenses as they were never going to approve my application. 

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

• Initial Complaint

  Date:05/12/2024

  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.

  These people are very dangerous this is at ****** view at ************* the management team here is very bad they are letting tenants walk around with guns carried out with kids living on the property they are putting kids and elderly people life in danger if you don't do something about this y'all going to be held accountable for somebody's murder you need to fix this this boy is very dangerous

  Business Response

  Date: 05/28/2024

  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.It seems that the resident in question is experiencing issues with their neighbor, primarily relating to noise complaints.
  
  While there have been no reports of violence, we understand the importance of maintaining a safe and welcoming environment for all residents.We have reported this concern 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.

• Initial Complaint

  Date:05/10/2024

  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.

  This is regarding property " THE ***** ON MILLENIA " at ************************************* It has been 10 days since I've moved into this property, nothing seems to work and there is no time line as to when things will get fixed. I am not able to access the resident gate with my key fob, the faucet in my shower doesn't operate as it should, and most importantly I was not issued a mailbox key. Each time I go to the office the is no information regarding when these issues will be resolved. I should be able to access my mail for a residence that I am paying for. At minimum I should be given a date, however it seems like I am being a bother whenever I enter the doors of the office to find out the status .

  Business Response

  Date: 05/29/2024

  Good Morning, *******,

  My name is *********************************, and I am the Regional Manager for Place on Millenia.  I sincerely apologize that we have not met your expectations.  The team and I strive to provide the best possible living experience for our residents.  I have spoken to the property manager, **********************.  She has confirmed that all of the service request have been completed.  If you have any additional items that we can assist with, please reach out to ********* at ***************************** and copy me at ****************************

  Sincerely,

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

   

• Initial Complaint

  Date:05/08/2024

  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 applied for a unit at this apartment which was posted on their website for available units and paid $410 in application/admin fees. I signed my portion of the lease and updated my renters insurance to include this new address. All communication until yesterday was that I was approved and going to be moving into the unit I applied for. I was contacted yesterday by the property advising the unit is to remain occupied and they offered me another unit which is $300 more than the unit I signed for. I requested that I am offered the same price I had initially signed for as this was a mistake on the property not me and was refused. The property states that it was not a valid lease as they had not signed however I signed and paid for this unit and rate. I am requesting my money back for the application and admin fees as they did not honor the lease I signed for and was posted as available, however it is now not.

  Business Response

  Date: 05/23/2024

  Hello *****,

  I'm sorry we didn't meet your expectation for your move in.  The team at Eastmar strives to provide the best customer service and life style.  I have spoke with the property manager, and a refund for the fees has been processed.  You should receive a refund in the mail within next 15 to 30 days.  If you need any additional information, please contact the property.  

  Sincerely,

  *********************************, Regional Manager

   

   

   

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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.

  PEOPLE; DO NOT believe ANYTHING about this company or its office workers who are NOT AT ALL professional, they asked me for $275.00 USD to start my approval for a Townhome and the manager ***************** told me that first I had to give her a check for the amount mentioned above and I did it exactly as she asked me, when my wife and I took it to her in less than 25 Minutes another person from the office (*******************) told me to leave the check and that ***************** would return in a few minutes so My wife and I told her that it seemed very good to us, that we would wait for her, to which the employee ******************* responded; "Sorry but you CANNOT wait for her here inside the office, if you like you can wait for her outside"...She was very, very rude and not at all professional with us, she treated us the worst and she lied to us just like ***************** Since they practically stole the money from us, thats the way we feel because I told her that I no longer wanted ANYTHING, I told ******************* to return the check to me and she told me that she could NOT do that until ***************** arrived but she NEVER arrived, after that I contacted the office by phone too many times, (but ***** ignored me) by email and in person but they never wanted to return the check for $275.00 USD that I gave them knowing that I no longer wanted to do any business with them because they were liars, rude and NOT at all professional, that was in December 2023 when ***************** lied to us telling us that that same day we would have the keys and it turned out that she hid it from us when we left them the check and, until now, May 3, 2024 they have NOT returned our money, they are scammers, be very careful with that company and do not believe NOTHING, that was the worst experience we have had in our entire lives with people of this type, without integrity or values. We were scammed and deceived. Be very very careful. ***************** NEVER wanted to give me her supervisor's phone number or email,NOT Recommend this company AT ALL.

  Business Response

  Date: 05/07/2024

  ****************** was denied in our system. At the time of denial, we processed his FAS to refund the admin. fee of $125 - application fees are not refunded, as those are used for processing and screening the application. $125 was processed for refund on January 22nd. ****************** reached out and stated that he had never received his refund, so the team confirmed his address, stopped payment, and reissued another payment for $125. The second refund was processed on April 22nd, and the payment was sent May 7th to the new confirmed address. 

  Provided is a screenshot of our system showing the check numbers and date of check. We can reach out to ****************** in a week or so to see if he received the second check. If not, we can stop-payment and reissue. 

  If there's anything additional needed, please let me know.

  ********

  Customer Answer

  Date: 05/08/2024

  Everything they say is a big lie and they only want to justify themselves for the deception they do to people, I never told them to spread my credit or do anything with the information I gave them since that was not what was agreed upon and even less did I want to make any deal because I didn't like the way they treated me and the way they tried to deceive me by telling me that ******************* was no longer there to receive my check and that I had to wait outside, that's why I immediately told the another person to return my check, (but she refused) that I NO longer wanted to do any type of deal with them because they were liars, to which she responded that she couldn't return it to me and then I was trying to communicate with them but they ignored me, I asked them for my money and no one gave me an explanation of anything, what a coincidence that now that I am making a complaint, they want to return only a part of the $275 USD that I gave them, which means that they want to steal $150 USD from me and only hand me over. $125 USD that is unheard of, I never asked them to process anything since it would be done after delivering the check and in my presence because the manager there told me that she would give me the keys that same day, but when we realized that she did not was there and that she had cheated on me. I told the other lady (who is very rude) that she should return my money and that I no longer wanted anything with them but she did NOT want to return it to me. They are lying scammers, I want them to return all my money exactly as I gave it to them, they are scammers and liars, now they want to make excuses and wash their hands of continuing to deceive innocent people, what they do is shameless!

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21663806
  
  I am rejecting this response because: Everything they say is a big lie and they only want to justify themselves for the deception they do to people, I never told them to spread my credit or do anything with the information I gave them since that was not what was agreed upon and even less did I want to make any deal because I didn't like the way they treated me and the way they tried to deceive me by telling me that ******************* was no longer there to receive my check and that I had to wait outside, that's why I immediately told the another person to return my check, (but she refused) that I NO longer wanted to do any type of deal with them because they were liars, to which she responded that she couldn't return it to me and then I was trying to communicate with them but they ignored me, I asked them for my money and no one gave me an explanation of anything, what a coincidence that now that I am making a complaint, they want to return only a part of the $275 USD that I gave them, which means that they want to steal $150 USD from me and only hand me over. $125 USD that is unheard of, I never asked them to process anything since it would be done after delivering the check and in my presence because the manager there told me that she would give me the keys that same day, but when we realized that she did not was there and that she had cheated on me. I told the other lady (who is very rude) that she should return my money and that I no longer wanted anything with them but she did NOT want to return it to me. They are lying scammers, I want them to return all my money exactly as I gave it to them, they are scammers and liars, now they want to make excuses and wash their hands of continuing to deceive innocent people, what they do is shameless!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/08/2024

  When reviewing this further, I see that these applicants applied offline with the leasing and management team. Our team states that they assisted ****************** with the process. However, when I search our system, I don't see signed applications - just manually entered information. Since we don't have signed applications saved, we will refund the full amount. Our team has submitted a ticket to have the account opened back up so we can adjust the final account statement. Since the admin. fee of $125 has already been refunded, we will only process a refund for the application fees of $150.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21663806
  
  I am rejecting this response because:

  I do not accept ANYTHING of what these people are saying since until today 05/16/2024 I have NOT received a single cent of the money I gave them (My money...To the company ******* Bluffs Luxury Townhomes) since the month of December 2023, this is already a mockery apart from the fact that it seems to me to be a scam and a big lie to avoid their responsibilities, to cover up their lack of ethics and professionalism, I DO NOT believe them AT ALL, they do NOT have any type of seriousness and they are only trying to deceive me just as I gave them MY MONEY because THEY ASKED ME, I also want them to RETURN IT TO ME IMMEDIATELY, (My money) in full and complete, ENOUGH OF SO MANY LIES AND EXCUSES to NOT take responsibility for their deceptions!
  

  Note:I have already lost a lot of time and money because of them and that IS NOT FAIR.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/16/2024

  They know they are lying, they have the full address that I gave them to send me the check (my money) which is in ********, Tx. *****, but they know that what they say is a complete lie since they have my phone number and my email so they can contact me for any questions they may have, there are NO excuses, I WANT MY MONEY back just like I gave it to them when THEY ASKED ME, completely and instantly, I DON'T want any more delays, excuses or lies, ENOUGH IS ENOUGH!!!!

  Business Response

  Date: 05/20/2024

  Good morning, 

  The property has already processed the original refund, which should have made it to ****** some time ago. If it has not, that would still be an issue with **** and not ZRS. We are happy to place another stop-payment and then reissue the check to be sent *** Next Day. As for the second refund for the application fees, this was just processed last week and likely not set for payment until today or possibly Friday of this week. This too will be sent standard **** to the address provided. If mail is not making it to ****** then we can place a stop-payment on that check and have it sent *** Next Day. Placing a stop-payment and re-issuing is not the route we'd prefer to go given the added delay and costs associated. However, we are happy to do so if ****** is still not receiving the FAS/refund checks.

  Note: Only the first refund of $125 was previously processed. Proof of this provided in the original response, along with proof of the second payment after a stop-payment was placed on the original check that was sent out. The second portion of the refund was just processed last week and will likely have a check cut either today (5.20.24) or Friday on the next check run.

  Thanks,

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21663806
  
  I am rejecting this response because:

  Good morning, I just want to let you know that I do NOT agree and I am very dissatisfied with the way of proceeding of this company which is only trying to deceive both, me and you BBB since I PERSONALLY have been and continue to be very aware of the arrival of these checks and nothing has arrived, today we are 05-20-2024 and it is NOT possible that **** has not made any delivery of the same in 15 Days, please ENOUGH, DO NOT try to continue deceiving me, that is a complete and absolute lie, which this company wants to cover by making us believe that it has already sent the checks but that is COMPLETELY FALSE... Why don't they send the complete check of $275.00 USD just as I GAVE IT TO THEM? What is the shipping number and tracking number? ENOUGH OF SO MANY LIES, if they really wanted or had the intention of paying me the money THEY OWE ME, they would have already written a check in the amount of $275.00 USD and left it at the office at ********************************************************************** so that I could pick it up immediately and stop lying to end all this that has caused us great emotional stress, a lot of anxiety, loss of time and money, it is NOT acceptable that they continue to deceive us for 5 Months, ENOUGH IS ENOUGH!!!! You can also send me the money via Zelle to the number that ends in ****4795 that they have, I await your immediate response please.

  Note: Im NOT paying ANY extra cost or anything for their lies, I want MY MONEY BACK EXACTLY AS I GAVE IT TO YOU. $275.00 USD NOT a ***** less. 

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

  Business Response

  Date: 05/21/2024

  There's nothing further to respond to here. The initial refund was already processed. The complainant should have already received the initial refund for the administrative fees - second check cut since the initial one was not cashed/received by the the complainant. The application fees are being refunded as a customer service gesture. This refund I have requested be processed and sent via *** Next Day so I can personally track the delivery. The complainant may reach out to me directly if they would like to continue the conversation.

  Customer Answer

  Date: 05/21/2024

  How is it possible for you to say that the business or company that is keeping my money is acting in good faith when I am informing you that it is NOT true that I received a check, (NOTHING-NO CHECK) that is completely false and I do not understand why you dare to say that leaving me as a liar, I am only looking for my problem with this company to be solved and for MY MONEY to be returned to me, if you DO NOT alert other people about the behavior of this company and the way in which they deceive others people to keep their money, this is going to continue happening with all honest people like me in this case, and this company is going to go unpunished for all its bad actions, I am going to have to put several reviews to alert people and escalate it to another level because they are keeping my money and still making fun of me and my family, I want MY MONEY back IMMEDIATELY! $275.00 USD. I have been waiting for almost 6 Months, thats ridiculous!!!! They need to write a check IMMEDIATELY for $275.00 USD so I can go to pick it up today 05/21/2024 at ********************************************************************

  Customer Answer

  Date: 05/28/2024

  I have NOT received ALL of MY MONEY, this continues to be a mockery for my family and me, this is inconceivable, a real shame, it is unacceptable!

  
  

  Customer Answer

  Date: 05/31/2024

  It is really unacceptable that you side with that fraudulent company which the only thing it did was deceive me and my family, they sent me a check for the amount of $25 USD which is a mockery and they do it with all shamelessness and impunity , I need you to put the initial comment of my complaint in their record to prevent other families from falling into their frauds and deceptions.

  I sent a email to ******************* but refuses to answer my messages obviously.

• Initial Complaint

  Date:05/01/2024

  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 lived in this apartment complex for 9 months. While I was living there the amenities promised to me were never available. The claim to be luxury but the the entrance gate never worked, access points to the building never worked, the breezeways were always stained, the garbage over flowed to the streets attracting rodents and animal. After 9 months I bought a home and needed to break the lease. They allowed for a payment plan but only allow cashiers check which cost $15 to get and only are available during my working hours. They have made this whole process difficult and have staff that are not helpful at all. It has to be illegal to only accept one form of payment.

  Business Response

  Date: 05/02/2024

  Good afternoon, ****,
  
  I am *********************************,the Regional Manager for *******. I am writing to address the concerns you raised in your complaint with the BBB. We value your residency at ******* and appreciate your contribution to our community.  I am truly sorry to learn that your experience in our community did not meet your expectations. At *******, we strive to provide an exceptional living experience for all our residents. However, we understand that external factors can sometimes impact this.
  
  I have reviewed your file with the property manager. Neither one of us can recall speaking to you about the concerns you outlined in your complaint. However, we would like to speak to you directly and make a reasonable accommodation for the fees you incur for your cashiers check. You can reach out to me at ************ or ****************************
  
  You can also pay by personal check if that is more convenient. However, please keep in mind that the lease agreement outlines that we do not accept money orders or cash at any time. This is for your protection as well as ours.
  
  Thank you for being a valued resident at ********  We wish you the best of luck in your new home! 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21654620
  
  I am rejecting this response because: I have tried to reach out to resolve this issue and no response. The company has not reached out. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/06/2024

  I received ****'s voicemail at 4.24pm on 5.2.2024.  I returned her all at approximately 9:45am on Monday, 5.6.2024.  I empathize with ****'s concerns and understand the validity of some of the issues. The community and management team strive to provide a clean and attractive environment for all residents, and we have the lease agreement and community guidelines in place for the protection of all parties, I do understand her frustration.  We have come to agreeable terms surrounding the submission of the cashiers check and the the fees incurred.  

• Initial Complaint

  Date:04/29/2024

  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 moved out of the ************************ in November 2023, provided my new address, and confirmed my email and cell phone. I was expecting a final move-out statement from Viridian to include any remaining utility charges, move-out charges, and remaining deposit. After not receiving any email, mail, or phone call, I sent a follow-up email on February 7th. I received a call that day from Viridian stating I owed $120 for stovetop repair and holes in the wall from hanging pictures and the statement was emailed to me. Current Viridian management did not have a record of me paying a deposit due to the change in management at the complex within the first couple of months I lived there. I emailed the welcome letter I was given by the original management team that included a $400 deposit in the breakdown of the required move-in day payment, and a copy of my bank statement showing a cashier check that matched the amount on the welcome letter. Management responded they would review bank statement, get with their supervisor, and follow up with me. This was on February 7th. A month had passed and I still had not heard back so I emailed management on March 14th. I received a reply back on March 19th that simply stated she did not find record of a deposit. I asked for a breakdown of my move-in payment, and that was sent on March 20th. The next week my wife and I received a significant credit hit from a collections agency working with ********. During the email chain, ******** never mentioned that I was sent to collections. I never received a bill or notification from Viridian until I called and emailed the management team myself. Then, I had to wait forever to receive information about the bill, and during that time, they sent me to collections. The collection agency had my incorrect address, and they stated they were sent my case in January. I paid the balance after confirming the details, but still have a **** on our credit scores. How is this acceptable? Terrible service

  Business Response

  Date: 04/30/2024

  The $400 paid to the prior management company was applied to rent and not to his deposit ledger.  Upon renewal, a new contract was signed which reflected $0 deposits on hand (see attached).  The property manager, *****, was in contact with ******* concerning his balance.  ******* stated he would pay ProCollect and ProCollect stated they would remove the amount from his account after it was paid in full. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21643727
  
  I am rejecting this response because:

  I am not questioning that I owed the $120. That was confirmed after communicating with the current management team via email. However, it took over a month to receive the information and confirmation from the management team and during that time they sent my bill to collections. I was not provided proper notice of my bill (despite having my cell, email address, and forwarding address) and it was not communicated with me they would send me to collections before they could provide sufficient information about my bill. This issue never would have occurred if the management team sent me the bill after move out, instead I was sent the bil 3 months after move out and sent to collections within the month. 

  A business should not be allowed to send someone to collections if they do not provide a bill and allow sufficient time for payment to be received. What's the point of providing the management team of multiple ways to contact you after move out if they aren't going to contact you?

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

  Business Response

  Date: 05/01/2024

  Hi *******, apologies if the bill did not arrive to you shortly after move-out.  We can see the final account statement was processed and they are typically mailed by standard **** mail so unfortunately, we do not have a tracking number.  

• Initial Complaint

  Date:04/28/2024

  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.

  am lodging a formal complaint against ZRS Management regarding their handling of my tenancy at *********************** in **********. Upon vacating the premises in September 2023, I discovered that the leasing office had posted false cleaning charges to my account without informing me. This unjust action resulted in the account being sent to collections, consequently impacting my credit score.After filing a complaint, ZRS Management assured me that the erroneous charge would be removed and my credit score restored. However, despite their promises, the collections account remains on my credit report, causing ongoing inconvenience and financial strain.I demand that ZRS Management rectify this situation immediately by removing the unjust charge from my account and restoring my credit score to its rightful status. Additionally, I expect compensation for the inconvenience and stress caused by their failure to uphold their assurances.Failure to address this matter promptly will leave me with no choice but to escalate my complaint further and explore legal avenues to resolve this issue.

  Business Response

  Date: 05/13/2024

  Hello *******,
  

  I hope this message finds you well. Following our previous conversation regarding your complaint, I wanted to provide some clarity regarding your account.
  

  While we did address your initial concerns by removing certain charges and withdrawing the account from collections, it was also communicated to you that a remaining balance of $17.93 for your final utilities still stands. I understand there may have been some confusion, but this balance is indeed valid and pertinent to your account.
  

  It's important to note that we are unable to waive this remaining balance. However, I assure you that we are here to assist you in resolving this matter efficiently. Should you have any questions regarding payment methods or require further assistance, please don't hesitate to reach out to us at our office line, ************.
  

  Thank you for your understanding, and we look forward to resolving this issue promptly.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21637580
  
  I am rejecting this response because:
  
  There is still a collection charge on my credit file for $113. This needs to be rectified immediately. I never refused the $17 payment and offered to send it via Zelle/venmo and the management said they cannot do that. Either way it does not justify the impact to my credit score or the amount of inconvenience this has caused. Please get the collections charge off, provide proof of it and then reach out to me with your details so I can transfer the $17. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/14/2024

  Attached is the deletion letter from collections.

  Please send a cashiers check in the amount of $17.93 to: ******* Eastside ********************* **********************************************************************************************

• Initial Complaint

  Date:04/26/2024

  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.

  The property management for 1020 at winter springs which is owned and operated by ZRS management llc are rude, disrespectful, do not resolve property issues within units and lie. The property management has been aware of an issue where my balcony railing is rusted off and no longer connected to anything which is a safety hazard, the property manager said she would get somebody out to fix it and that was 2-4 months ago as of writing this. They refuse to take care of issues that arise yet I pay almost $1900 a month for this apartment just to be treated like trash, disrespected, screwed over, and lied to about issues that cause concern and most good apartment complexes should fix or resolve asap.

  Business Response

  Date: 05/08/2024

  Thanks for your patience! The balcony repairs have been scheduled, and the vendor has confirmed completion within the next ten days. We appreciate your understanding.
  To the Property Management for 1020 at **************:I'm truly sorry to hear about your experience. Your safety and satisfaction are paramount, and it's unacceptable that your concerns haven't been addressed promptly or adequately. I'll ensure this matter is escalated to the appropriate channels for immediate attention. Your feedback is invaluable in helping us improve our service standards.

• Initial Complaint

  Date:04/22/2024

  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.

  $200 refund from apartment **************** apartment ******** **. We did not sign a lease with company application fee. of the $400, $200 refundable. They only give us the run around. They said that it takes 30 days. It has been 40 days still no refund.

  Business Response

  Date: 04/23/2024

  We have confirmed that a check in the amount of $200.00 has been printed and mailed to ***************************** on 04/19/2024.  The check number is #****.  Please allow 5-7 business days for mailing.

  Regional Manager, *******************************, spoke with **************** on 4/23/2024 in reference to her investigation of the aforementioned payment.  She has confirmed that she will reach back out with check details within 48 hrs.