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

  20525 S Charleston Boca Raton, FL 33434

• 

  ZRS Management LLC

  7600 Highmeadow Dr Houston, TX 77063-4800

• 

  ZRS Management LLC

  1919 Clarendon Blvd Arlington, VA 22201-2918

• 

  ZRS Management LLC

  200 E Broward BLVD Ste 1200 Fort Lauderdale, FL 33301

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:02/19/2024

  Type:Order 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 leased a 1 bedroom unit with ****** ****** located in Downtown ****** from 11/26/2022 to 1/16/2024. Despite my spotless rental history and ability to provide valid employment history while applying for the lease, I was informed I would need to provide a security deposit of $1253 to lease the unit. I provided the security deposit on 11/26/2023. I vacated the unit at the end of my lease term and left the unit in pristine condition. Despite this, ************* has still not released my security deposit. Calls to the building are only answered via concierge, who will only deliver messages to leasing agents and property management personnel - but no callbacks occur. After following up, I was informed on 2/8/2023 by concierge that "a check was cut" but the concierge refused to provide the check number or issuing bank in order for me to track this payment and repeatedly informed that *********************, Assistant Property Manager, was unavailable to speak with me directly. No such payment was ever sent to my forwarding address. Consequently, there seems to be no recourse for issue escalation as calls to ZRS' **************** went unanswered, despite my leaving multiple voice messages left regarding this matter, specifically requesting follow-up. Prior to this, Property Management were vague when corresponding via email and now, do not respond at all. ************* is out of compliance with sec. ****** of the ***** Property Code which outlines security deposits must be released within 30 days of the tenant relinquishing the leased unit. I have plans to file suit in small claims court should ZRS Management continue to withhold my security deposit.

  Customer Answer

  Date: 03/05/2024

  I filed complaint #21313543 on 2/19 regarding my former apt complex withholding my security deposit. As of today, this complaint has been resolved. They've finally sent the deposit.

  
  

  Thanks

  
  

  ******

• Initial Complaint

  Date:02/11/2024

  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.

  Hello I moved to ************************* on 12/22/2023. Upon moving here they were changing management and it really messed up the portal for all the residents. We were told that we would get information to log into the new portal ******* 15th I believe. After making a new account, some of the information was incorrect. I was promised free rent for the month or *******. I called and called but no one answered the phone. I went to the office and told them that I should have free rent for ******* and to remove the rent price from the portal for *******. I was told that I would only pay $75 dollar for the alarm system, ring camera, lawn maintenance. It info was removed and only the $75 amenity fee was showing. I paid that on February 1st. My account looked fine. On February 4th I decided to pay a portion of March rent. $249 dollars. Unfortunately, I added the wrong bank account to the portal and I was charged fees because there was no money in that particular bank account. I was also charged a $200 late fee as if I didn't pay the rent on time. There was no rent to pay for *******. I realized the mistake and made them aware of the situation February 8th. I called numerous times and but had to visit the office because they don't answer the phone. I also informed them that after I realized the wrong bank account was added, I tried to add the correct bank account. The portal wouldn't allow me to add it and that a message popped up stating management needed to be called. I was told by ************************* that they would fixe the issue. She sent me a realpage email to sign up for an account even though I already had an active building account. She also told me that she would be sending me information to sign up for *** and to get the ring camera infront of the house to work. I never received the information. Later that day, February 8th o email ******* and let her know that I never received the *** information. She emailed me the next day and told me that my account was updated with then crediting my account with free rent for *******. However, it is not reflecting on my account. I still see $2677.16 that is owned. That includes rent, late fees, and other fees. Also, thr realpage I signed up for when she sent the email is no longer active and I received a message that said the account was deleted by management. I would like this to be rectified before March 1st, which is when I have to pay rent. I would also like to add the correct bank account to the portal so that I can pay February rent on March 1st.

  Business Response

  Date: 02/28/2024

  Hello,

  Your account has been updated and your concession was added. We apologize for any inconvenience this may have caused, as you are aware there was a changed in management. Any information pertaining to residents account was provided to us by previous management. The leasing office is open Mon - Fri from 10:00AM - 5:00PM to assist you with setting up your smart home technology devices. Unfortunately, we cannot waive the *** fee as we are also charged by the bank for any funds that come back as insufficient. The manager and leasing team is available to assist with any further questions or concerns.

• Initial Complaint

  Date:02/09/2024

  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.

  At the end of November I received a call from my apartment complex, they told me that the apartment I was going to be moving in to had a pipe burst and that they needed to move my move in date. They assured me that they would still have my apartment ready before December and that there were no other issues. After I had moved in I went on a trip for a week, when I got back from my trip, I noticed a horrible smell in my apartment and started looking around. It was December 20th when I found black mold in my apartment. The next day I went down to the office to let them know what I had found so we could start working on the problem. They sent someone over that day to take off the shelf as well as put a hole in the closet to look inside the wall. They maintenance guy who was working on the closet told me that there was only mold on the shelf and no where else. He also brought a dehumidifier to help clear the air. I took a video of the inside of the wall and noticed a lot more mold. I went back to the property manager to let them know what I had seen and showed them the video I had taken. I also had decided that since the was bad, I wasnt going to stay in my apartment. I didnt stay in my apartment for 2 weeks. During these 2 weeks, they had taken out the wall, brought in. 2 more dehumidifiers, and sprayed it down. I would come home to drop off my dog before work and to check on the progress they were making. During this time I had also noticed that the mold would continue to grow back, it was also looking like it was growing on the structure. I went back to the office to let them know the update of this issue one day before I went into work. One night I had come home to pick up my dog and noticed a horrible smell in my apartment, I then noticed there was a tarp thrown on my floor, stuff moved around, and that my closet had looked like it caught fire. I called the non emergency number and had the fireman come out and they told me it was just spray paint. Theres more

  Business Response

  Date: 02/22/2024

  The repairs were made as soon as they were reported. The resident was provided with a rent credit of $500 and responded to the attached email that the situation is corrected and satisfactory. 

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair 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.

  After vacating the property I was advised that home was in perfect condition by ******* who I then returned the keys to on January 25, ****. Once I received my move out ledger I noticed I was being charged for days that I did not occupy the property. When I asked to have the documents corrected management gave me issues about doing so. Then in return to me requesting property management to reach out to the corporate office to correct my documents. I received a bill stating the carpet need to be replaced due to stains on the back side of carpet. When I asked the office manager what was the purpose of pulling the carpet up her response was we have our third party company lift the carpet to see if it is clean underneath, and from the stains on the bottom he concluded if he attempts to clean them they will come to the top of the carpet. When I asked her isnt that what is supposed to happen when you clean carpet the stains come to the top and are henceforth removed? She responded by saying we are removing the carpet and thats why you got the bill. At this point dealing with this company has been a stressful situation, *** called the main office numerous times and never got through, ******** the office manager closes the office early and gave me incorrect names for her managers. I am in disbelief with the amount of trauma this company is causing.

  Business Response

  Date: 02/21/2024

  Good afternoon, ********************,

  Thank you for taking the time to reach out and I apologize for the confusion with the ledger. I logged into our system and it looks like the site already made adjustments to the Final Account Statement on 2.5.2024, please see attached. They entered a rent credit as requested for $229.00 and there are not any damage charges on this. The only charges owed are the water/sewer and common electric charges that are prorated through your actual move out date. 

  Please let us know if we can be of further assistance.

  Thanks,

  *********************;

  Regional Manager

  Customer Answer

  Date: 02/21/2024

   
  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:01/23/2024

  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 am writing to file a complaint against *************************** for failing to return my security deposit and adding an unjust cleaning fee, adversely affecting my credit score.I vacated Apartment #*** in August 2023, ensuring its cleanliness and documenting it with photographs. Despite this, my security deposit has not been refunded in four months. Additionally, *************************** added an unwarranted cleaning fee to my account, sent to collections without prior notification.Attempts to address the issue with *************************** have been met with silence. I seek a prompt resolution, including the immediate refund of my deposit, retraction of the cleaning fee, and correction of my credit score.I request the BBB's assistance in mediating and ensuring a fair resolution.

  Business Response

  Date: 02/06/2024

  Thank you for bringing this to our attention.  This issue has been discussed and resolved with the consumer.  As we discussed last week, there is no $500 deposit on file.  We consider this matter resolved.

• Initial Complaint

  Date:01/02/2024

  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.

  Hi, having some issues at one of your complexes that I am unable to solve via the onsite staff. I have tried calling into your main line twice over the last few months and figured this would be a good next step to try and reach someone to discuss the issues I am having. Hoping to work something out for an unusual scenario and would like to continue living at your facility. No issues with payment or money in any way but I need help accommodating a living scenario and discussing options available to us. Thanks

  Business Response

  Date: 01/03/2024

  Can you please tell me which property you reside at?  Thank you.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21085443
  
  The property is at ********************
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/08/2024

  I've reached out to tenant filing complaint in attempt to communicate regarding their concern. 1/8/24, ************************* - Regional Manager.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21085443
  
  A response in this portal is not to verify contacting someone but resolution of the underlying issue. A resolution has not been met so response in this portal to the consumer is not warranted at this time.

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

• Initial Complaint

  Date:12/18/2023

  Type:Order 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.

  Our son moved to ***********, ** to attend ********************. We opted for him to have a roommate, and he was able to find a roommate. The roommate resided at ***** apartments. Our son moved into ***** apartments August 27th, 2022. The previous tenant graduated from ******************** and moved out of the apartment Sept 2, 2023. Our son has since found another roommate; however, ***** apartments denied the new roommate claiming that the roommate release form needed to be completed and a fee of $250 per person would need to be paid prior to our son getting a roommate. This is unreasonable, and ***** should not be holding our us and our son liable for a charge that is actually someone else's responsibility. We just found out about the fines of $500 on Dec 15, 2023, when we finally were able to speak to a leasing agent at ***** apartments. I then contacted the previous tenant to inform her that she is responsible for the fee, and she has flat out refused to pay the fee. ***** apartments should not be holding us liable; they should seek payment from the previous tenant, and allow our son to either get a roommate, move to a 1-bedroom apartment, or release us from this lease completely. I no longer feel comfortable dealing with the agents of ***** apartments.

  Business Response

  Date: 12/26/2023

  Hello BBB Team and anyone else of interest related to this claim.

  We have been in direct contact with *******************************, and settled all of her concerns presented to your organization under complaint #********. Unfortunately, this claim escalated too quickly and did not give the on-site management team time to assist and attempt to resolve before it made it to this stage.  We have ensured that ********* and son are happy by agreeing to waive the one-time transfer fee of $500 and additionally, the one-time fee of $500 from the current lease modifications to remove two other lease holders.  They are in agreement to transfer to a one-bedroom apartment home effective January 3rd, 2024.

  Please, let me know if anything else is needed from us at this time.
  
  Best,
  ***************************
  Property Manager
  ************************* 

  Customer Answer

  Date: 12/27/2023

   
  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,
  
  *******************************

  Customer Answer

  Date: 12/27/2023

  This business has been in contact with me and has removed the $250 per person roommate release fee and has also agreed to transfer our son to a 1-bedroom apartment without the transfer fee of $500 and will return our $1000 deposit upon move out. We are satisfied with the agreement. 

  Thank you for your assistance in the matter

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service 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.

  The initial report of the malfunction was made on September 11, 2023, and despite diligent follow-**** the involvement of the fire marshal, and interventions by the ***************, the **** alarm remains unaddressed. Despite assurances that repairs would be completed between December *****, no discernible progress has been made to date.The persistent malfunction of the **** alarm has resulted in random activations during the night, causing significant inconvenience, stress, and disruption to the daily life of the undersigned. Despite repeated attempts to contact ZRS management's corporate office, there has been no response, leaving the undersigned feeling unheard and neglected.In light of the ongoing issues and the adverse impact on the quality of life, the undersigned is formally requesting a rent reduction for the duration during which the **** alarm has remained unrepaired. This request is made in good faith, recognizing the inconveniences and stress caused by the unresolved matter.

  Business Response

  Date: 12/26/2023

  Thank you for bringing your concerns regarding the persistent malfunction of the **** alarm to our attention. We sincerely apologize for any inconvenience, stress, and disruption this issue has caused you.
  We understand your frustration and want to assure you that we are actively working to resolve the situation. Unfortunately, despite our efforts, we are still waiting for the vendor to schedule and complete the necessary repair. We share your disappointment that the repairs, initially promised between December *****, have not progressed as anticipated.
  In the meantime, we have been in touch with the fire marshal and the *************** to expedite the process, but we are still awaiting the necessary approvals and interventions to move forward. We want to assure you that addressing this issue is our top priority, and we appreciate your patience as we work through the challenges.
  Regarding your request for a rent reduction, we are unable to approve a concession until we receive guidance from our legal counsel. We have engaged our attorney to provide direction on how best to handle this situation, and once we have their input, we will be better positioned to address your concerns.
  In the interim, we understand your desire to terminate your lease, and we want to accommodate your needs. We are willing to extend the lease termination option with no penalty until the **** alarm is fully repaired and the situation is resolved to your satisfaction.
  We sincerely apologize for any lapse in communication from our corporate office. We are committed to rectifying this and will ensure that you receive timely updates moving forward.
  Thank you for your understanding and patience during this challenging time. We appreciate your cooperation as we work towards a resolution.

  Customer Answer

  Date: 01/12/2024

   
  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:12/18/2023

  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.

  Moved out of ********* in July, left the apartment in great condition, took pictures for proof, have been waiting for my security deposit for 6 months now. Theyve had a number of excuses, first saying they already sent it but they never did. Then they said it has to come from the corporate office, call back in 30 days if you didnt receive it, no answer. They said that corporate sent me a check but that Im not supposed to cash it because they are sending a new one to the ********* office with the correct amount owed for my security deposit. *** called the ********* office several times over the last month but nobody answers phone calls, responds to emails or responds to voicemails. This is illegal, ******* law requires security deposit be returned to residents within 30 days of move out. Its been 6 months of back and forth.

  Business Response

  Date: 12/21/2023

  Good afternoon, 

  We completely understand the frustration with this situation and we want to make sure to get your refund as quickly as possible. We can see the second cut check was mailed on 11/9/23 but the site hasn't received the check yet so we are submitting a support ticket to see what is going on. I will be emailing ************** directly so she has access to my email and I can keep her updated until I ensure the check is received and in hand. 

  Thank you, 

  ********************* | Regional Manager

• Initial Complaint

  Date:12/18/2023

  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.

  I’m currently a resident in the Avenue on Oakland. I have had a constant mold problem in my HVAC system. I have been completely informed and neglected. It’s been six months since my first complaint in three weeks since I’ve sent in a complaint about the mold growing now nothing has been done. I have been asked to be released of my lease, and I cannot seem to get a straight answer from anybody. I have a five-year-old daughter who has since developed respiratory infection since moving into the unit.

  Business Response

  Date: 12/19/2023

  Spoke with tenant today and provided instructions on how to vacate the premises as she is terminating the lease early. Mold inspection was completed prior to this complaint, and provided to the tenant from a licensed, trained professional - none present. Tenant would still like to vacate the premises, and has requested a rental verification to be provided from the property prior to receiving this complaint indicating that there was never an intentional window that would have been awarded to the site for resolution, and it was her intention to vacate prior to this complaint. An email outlining the estimated move out charges including termination fee, deposit offset, and estimated final utility bills will be delivered to her tomorrow for review/discussion. Additionally, the site did offer to set up a payment plan for the additional amounts outside of the deposit offset in 3 payments prior to sending to collections.