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

  333 E Palmetto Park Rd Boca Raton, FL 33432-5167

• 

  ZRS Management LLC

  1919 Clarendon Blvd Arlington, VA 22201-2918

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:12/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of my apartment in June 2022 when my lease expired. On my intent to move out form I gave my forwarding address of my current house I am living at. Along with other contact information. After I moved out I never received any communication from the apartments. I never got an itemized statement of any charges I owed. Under law they have to send me that information within 30 days of me moving out. Fast forward to Dec 2023 I receiving calls from a collection agency for a debt owed to the apartments for $750. The collection told me the only address they were given by the apartments was my old address from another state that I lived at before I moved into the apartment. Even though on my intent to move out form I gave them my forwarding address. That shows the apartments never tried to collect the debt from me before they sent me to collections. How can I pay a debt I know nothing about? This is 100% the fault of the apartments for not following the law and I also intent on filing a complaint with the Attorney General since this goes against my renters rights under ***** law.

  Business Response

  Date: 12/18/2023

  **********************, can you please tell me the name of the property that you resided at?  Thank you.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21017343
  
  Hello,

  It was The **** at ***********. Thank you 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/03/2024

  Good morning, ***********************

  My name is ***************************, and I am the Regional Manager that oversaw The **** at *********** (MAW). I read through your complaint and then took a moment to look through the files that pertained to your lease at MAW. I was able to see that the forwarding address in our system did match what was listed on your notice paperwork, and that a Final Account Statement was emailed to the emails on file back in late August of 2022. Attached you'll find your FAS, notice paperwork, and supporting photos for the cleaning and damage charges. If you have anything further you would like to talk through, please email me directly at ****************************.

  Thanks,

  ********

• Initial Complaint

  Date:12/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Husband and I lived at the *********************** Apartment complex, operated by ZRS Management, for 2 years. We recently moved out in September because they wanted to charge us over $1600 for our 1 bedroom, unrenovated apartment, a price that would drop to $1400 for a new tenant after it was completely renovated. We initially looked at another ZRS Management Apartment complex- ****************, but after being approved for an apartment and signing a lease, we were told that the renovated apartment that we had signed for WAS NOT and WOULD NOT be renovated. They tried to get us a to sign a new lease for the same unit, unrenovated and the price for the apartment would go up by $200 a month, but since they'd already violated our previous lease before we moved in, we demanded our Application fees and deposits back. ********** gave us back all the Application Fees and Deposits that we paid, but it took over a month and repeated calls and e-mails to receive it. We were hoping this was the last experience that we would have with a ZRS property but we were wrong. After moving out of ***********************, we received our Final Account Statement by Certified mail four days after we moved out. Though we don't agree with the convoluted deductions from our Security Deposit, we didn't argue any of it, and were supposed to receive $293.02 of our $500 security deposit within 30 days. We moved out on September 11th, received our Final Account Statement on September, 15th, and waited until October 14th for our deposit to be returned. We waited the 30 days, but never received our deposit back. We have now tried calling them once a week since October 14th, but have not received even a timeframe of when we can expect the check. Please help us get our security deposit back.Attached our Final Account Statement below, and have more documents, pictures and e-mail correspondents from both the **************** and *********************** Complaints noted above if needed.

  Business Response

  Date: 12/20/2023

  The check was picked up on Thursday December 14, 2023 by *******************************.

• Initial Complaint

  Date:12/06/2023

  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.

  We toured ************* on September 28th on this day, I spoke to the leasing agent about having an apartment connected to the garage due to my older dog becoming disabled. She assured me that I could lease an apartment connected to the garage that would accommodate my older dog. We decided to apply, even though we were waiting to hear pricing on the larger apartments. Once we heard the larger apartment pricing, I sent an email stating we'd like to keep the smaller floor plan, but have updated amenities for a bit more. We were promised the look and lease special of $150, along with a 6-week free if move-in was before October 31st. We set our move-in date for October 28th and moved in. We were not given the updated amenities apartment we had asked for and since we moved in there has been nothing but issues. Our AC did not work the first day here. The apartment does not look finished, nor would it be shown to a potential renter. The door is crooked and has gaps at the top and bottom, only fixed by cheap foam to keep air in and bugs out. It's already falling off, only days later. Today, November 6th, we found the sink massively leaking from under the seals at the top. The manager told us that we could only be transferred if we pay the pricing listed online now, instead of honoring our original base rent price. We did not ask to be put in a run-down apartment, and this was not our expectation. We would not have moved in here, had we seen this specific apartment.

  Business Response

  Date: 12/05/2023

  Dear *****************************,
  
  Thank you for reaching out with your concerns. However, I would like to inform you that ******** currently does not own or manage *************. This property is under the management of ZRS Management.
  
  For assistance with your concerns and inquiries regarding *************, I recommend contacting ZRS Management directly. They will be better positioned to address your issues and provide the necessary support.
  
  Thank you for your understanding, and I apologize for any inconvenience this may have caused.
  
  Sincerely,
  

  The Greystar Team

  
  

  Business Response

  Date: 01/03/2024

  The applicant reviewed the apartment they leased prior to moving in.  Minor issues were found and fixed promptly.  The door gap issue was due to settling, but was resolved the next day.  The ** needed freon, which was ordered and delivered the next day.  The resident has not submitted any additional workorders.  For the 6 weeks concession:  4 weeks was given on 11/1/23 and 2 weeks on 12/1/23 as  promised and per the lease contract.  Resident requested a PFC (Housing Discount unit which is what they received)  The pricing for a renovated A1 during the time they leased was at $1508.  We offered to transfer them to a renovated unit and if this is still a desire, we agree to lease at $1508 for the remainder of their lease term.  

• Initial Complaint

  Date:12/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I moved to Solis in October 2022. Upon signing the lease, we noted several issues to be addressed on the "inventory and condition form." It is important to note the stripping paint that was recorded on the form for the Jack & Jill bathroom. A few days after moving in, we put in service requests to sort some of the issues on the form, including resurfacing the tub, which at the time only seemed to be stripping paint. the stripping was bad enough to cut through the skin We couldn't confirm a crack because we didn't use the tub to shower; we just used the other bathtub. It is also important to note that, while we had started moving into Solis, we had our other apartment until the 16th of October 2022. This gave ZRS enough time to sort out the issues we had. We actually did not sleep at Solis until the 11th when they had cleared the strong paint fumes.
  
  Furthermore, my wife remembers when they came one week in to address the issues we had in that bathroom; she reminded them that the tub needed to be resurfaced, and the maintenance guy said the office should have someone come within a week and no one ever came until sewage water ran throughout the apartment, which apparently seeped through the crack of the tub that should've been addressed from the week we signed the lease. They eventually approved the tub resurfacing for the 1st of June 2023 and promised we could go back to the apartment by the end of the business day, which was a lie because the fumes were so bad we could smell it from outside the apartment when we got back at 6:30 pm. We could not sleep there and had to get a hotel for the night. It was the least expensive option in the area at the time. I am seeking reimbursement of the out-of-pocket expense for that day of USD $125.58, which could have been avoided if they'd simply addressed the issue within the week of us moving in! We wouldn't need a hotel room because we would've had our old place to stay in for the whole day or even up to a week.

  Business Response

  Date: 12/11/2023

  Good morning,

  We have entered the credit for the hotel stay into our system and will have a check cut to the Kissimmee address that is on file for the $125.58 refund as requested. A copy of the revised Final Account Statement was emailed as well for your records.

  Thanks,

  Solis at Winter Park Management

• Initial Complaint

  Date:12/04/2023

  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.

  Since June 30th when I moved into the apartment complex Alcove Apartments which *** manages the ** chargers have been broken and or not working correctly. I have logged over ********************************************* addition to the other complaints from the other ** owners here. While the Alcove staff is friendly and takes time to speak to me about it, they have been unwilling or unable to fix the issue with little to no progress since it's been first reported. I have spoken personally to the on-site property manager several times to voice the concerns of the ** owners. Today one 12/4/2023 I followed up with her again as I do weekly to keep it at the forefront of issues that she needs to work on. I politely asked if there was someone above her, I could speak with "AKA" her boss and she said no and became unprofessional and boarder line rude implying I now don't trust her. I never said I don't trust her; I don't trust the result since the result is that it's been since June 30th and the problem isn't fixed. The issue is that I am, and others are a paying resident, and they collect my rent for a service they aren't providing which was the sole reason why I moved in here in the first place. Again, never said I don't trust her as she implied, and I don't think it's unreasonable to ask to speak to the next higher up in the company if I have given you since 6/30/2023 to resolve and issue and you haven't. I have emailed and tried to call ZRS management several times, but no one ever answers to help me with the issue and so I can't think of what to do next other than the BBB short of taken time out of my day to drive down to their offices. We just would like both of the ** chargers that are on site that aren't working correctly to be repaired so we can use this amenity.

  Business Response

  Date: 12/13/2023

  Thank you for bringing your concerns to our attention. I understand the frustration and inconvenience caused by the prolonged issue with the ** chargers at Alcove Apartments. Your feedback is valuable, and I sincerely apologize for the inconvenience you've experienced.
  I want to assure you that we are taking this matter seriously and are actively working to address and resolve the ongoing problem. I appreciate your diligence in reporting the issues and your proactive communication with the on-site property manager.
  As communicated with you on 12/4/2023, we are in the process of obtaining bids for approval to ensure a comprehensive and effective solution to the ** charger problem. I understand the urgency of the matter, and I want to assure you that your concerns are being escalated to the appropriate channels within our organization.
  
  Thank you for your understanding.

• Initial Complaint

  Date:12/03/2023

  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.

  Dear ***** Apartments of Winter Park,
  We are writing to inform you that we have decided to terminate our lease agreement. This decision has been prompted by your failure to maintain the premises as required by Florida Statute 83.51(1).
  We have previously made several requests for you to address the ongoing rat infestation in our apartment. Unfortunately, despite our repeated communications, the issue remains unresolved.
  On May 10th, 2023 it was first reported that we heard rats in the walls and saw droppings in the kitchen. Pest control came out and opened the AC and said, “Oh they’re not in here. I think they’re gone.” Then he left. Then on Wednesday, November 29th, 2023 Ashley put in a maintenance ticket though the portal. When she did not hear from anyone on Thursday, November 30th, 2023 she called and spoke to Yarkis. Yarkis said she would let her know when Pest Control would come but she never did. On Friday, December 1st, 2023 Ashley called again about the request and Yarkis put Ashley on hold for over 30 minutes. So, Ashley decided to walk to the main office while holding and she saw Yarkis having a conversation with Waymaliz, while eating and laughing. This conduct by your staff is not only unprofessional but shows a lack of concern for the health and safety of your residents.
  Due to the severity of the situation and our concerns for health and safety, we have reached the conclusion that it is necessary for us to vacate the apartment. Therefore, we kindly request that you consider this email as our official notice of lease termination.
  Our intended date of departure is Monday, December 31st, 2023. We kindly request that you coordinate with us regarding the necessary procedures for returning the keys and settling any outstanding matters, such as the refund of our security deposit.
  Thank you for your attention to this matter. We appreciate your prompt response and cooperation to ensure a smooth transition.
  
  ***** ******** * ****** *****

  Business Response

  Date: 12/11/2023

  Good morning,

  We had ******* our pest control company, as an emergency request on 12/1/2023 and had them back out again on 12/4/2023 as well. They pulled all appliances and looked in every cabinet and could not find any entry points to the unit either. We have been in contact with the resident through the whole process and agreed to let them out of their lease penalty free as they asked.

  Thanks,

  ***** at Winter Park Management

• Initial Complaint

  Date:12/01/2023

  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 use to reside in one of their properties manages in ***** (**********) and have moved out effective September 29, 2023. Until today, I have not received security deposit of $4,020.00 which is way past state requirement. I received a final statement on October 18, 2023. I've followed up numerous times with the onsite property management team via both phone call, and e-mail only to be told by one of their team members that I did not provide a forwarding address, which I did TWICE.We were informed new check would be cut out to us on Monday November 20. We discovered after that they issued a check to the wrong unit number after our new community management contacted us that there was a check waiting. However it was already too late as that one was already voided. November 29, my husband followed up again, to which we were told new checks for previous residents should be cut on 12/4. This is extremely unprofessional and callous and it's incredibly frustrating that it's taken nearly 3 months and I still have not received my money.

  Business Response

  Date: 12/18/2023

  Former tenant's account was updated, a new check cut, and then sent via *** Next Day. We have been made aware that the check arrived and the matter is closed.

• Initial Complaint

  Date:11/18/2023

  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.

  Rented at ***** ******* Apartments in Lake Mary for 3 years. Moved out on 7/9/2023 and have not received my security deposit. Have called and emailed both the apartment complex as well as ZRS management but the never respond to that or phone calls. I am 87 years old and they are required by law to refund security deposit. Please see if you can help.

  Business Response

  Date: 12/05/2023

  We have been in contact with the residents, and we have told him that we sent it to the address below but unfortunately, he didn't receive it and we had an issue with our paying system . We are re-cutting his check and mailing it out as soon as possible. I do apologize for the inconvenience this is causing but we are on top of it.  We have processed the payment and we are overnighting a check to the resident. 
  

  Business Response

  Date: 12/18/2023

  Mr. ******** lease was from July 9,2022 to August 8,2023 as you can see in the attached lease that he signed. He made his last payment on 8/1/2023 for $632.73 for the 8 days of rent on August. The key return shows that he left keys in his apartment on 8/2/2023. We sent him an email with the Final account statement on 8/15/2023 sent via email as he requested not sure if it went to spam, but we sent it and after he didn't receive the deposit, we kept in contact via phone call.  

   

  Customer Answer

  Date: 12/21/2023

  Date Sent: 12/20/2023 4:53:10 PM
  

  You can close my case as it is not worth my time to try to get the money I think is owed to me. I want to thank you for your effort on my behalf. I finally did get most of my security deposit back after four (4) months after we moved out. Without your assistance, I'm sure I would still be waiting for my deposit. Have a Happy New Year.

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

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ZRS Management manages the property Canopy at ******* **** in Jacksonville Florida. I leased an apartment and the lease ended on July 29, 2023. ZRS/Canopy has charged for August rent and fees, which are outside the bounds of the lease terms. After trying to get clarification on the final statement communication from Canopy ceased, the bill was then sent to collections. ZRS/Canopy has no standing to charge me anything.

  Business Response

  Date: 11/14/2023

  Mr. *****

  Based on our conversations regarding this issue, the original incorrect charges have been removed from your Final Account Statement and a copy of this statement is attached and I also emailed it to you on 11.14.23.  As I stated in my email, we could not change the move-out date that was reflecting however the statement does show the zero balance.  As mentioned in my email dated 11.14.2023, I did speak with our collection agency regarding your account and also emailed them your revised FAS so they can remove this from their records.  They stated today that it would take approximately 24 hours for the charges to be removed on their end.  They also stated they would be notifying the various credit bureaus, and it could take them 60-90 days for them to remove the collection account from your credit report.  

  Please reach out with any further questions.

   

  Lisa P*****

  Regional Manager

  
  

• Initial Complaint

  Date:11/07/2023

  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.

  On October 28, 2023 I completed an application for Vista Lago/ ZRS management. On their website it stated that they use a third-party verification for credit screening and list the documents in which they accept for income verification.t They do not disclose that they use a third party for income verification until after you have paid the application fee and they also do not disclose that if this system does not accept your proof of income then your application will subsequently be denied. Furthermore they list on their website that they accept several methods of income verification. I requested a refund due to their lack of transparency and they informed me that although the screening process was not fully disclosed they cannot refund my money.

  Business Response

  Date: 12/05/2023

  Good afternoon,

  Please see the attached response from attorney ************************** in PDF format, on behalf of Respoindent, regarding *************************** v. ZRS Management, LLC Case No.: ********. Please advise as to whether there is anything further needed from our firm. Thank you. 
  
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20830722
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/21/2023

  I was rejecting their response. They were provided with the information needed (per their website) and stated they could accept the documents they listed on their website as acceptable forms of income. 

  
  

  Business Response

  Date: 01/02/2024

  Good afternoon,

  Please see the attached second response from attorney ************************** in PDF format, on behalf of Respondent, regarding *************************** v. ZRS Management, LLC Case No.: ********. Please advise as to whether there is anything further needed from our firm. Thank you. 

  Business Response

  Date: 01/02/2024

  Good afternoon,

  Please see the attached file identified as Exhibit 1 in Respondent's response submitted on January 2, **** regarding *************************** v. ZRS Management, LLC Case No.: ********. Thank you.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20830722
  
  I am rejecting this response because: They have listed on their website and the application that they accept offer letters but not solely offer letters. There was not an option for independent contractor which operates under a agency. They were provided with an offer letter and paystubs from both jobs.
  No where on the application does it state if the paystubs are unable to be uploaded to a verification system then the application will be denied.  They then responded a month later stating my application would be approved contingent upon identify verification. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/09/2024

  Good morning,

  The respondent maintains its position as stated in the responses to Consumer's complaint and rejections, dated December 5, 2023 and January 2, 2024.