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

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

• 

  ZRS Management LLC

  20525 S Charleston Boca Raton, FL 33434

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:10/30/2023

  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.

  I use to reside in the said property and moved out on 9/22/23. I'm received a
  move out ledger on 10/9/23 with incorrect fees. When I received the email I immediately typed up my letter of onjections and took off from work to hand delivered it to the staff the same day. Was told that someone would get back to me and no-one STILL haven't. I'm being charged for items that was already broke prior to me moving in. If and when new management took over IF they would have done a walk through of the units they would have known of the issues at hand. They're also trying to say I moved out on 10/3 which is incorrect. My lease and move in date in my new place started 9/22. I have tried calling NUMEROUS of time and of course no one EVER answers. I then receive a ledger again on today 10/26/23 with the SAME information as before. This is very frustrating and I can't keep taking off to try and get this resolved. I even attempted to contact the office manager and waiting to see if she will respond. I'm at my ends whit and dont know what else to do, due to them being unresponsive.

  Business Response

  Date: 10/30/2023

  Good afternoon, 

  I have spoken with the previous resident and reviewed all the paperwork she had. We have removed any damage charges and rent past the day she moved out from her final account statement and a copy will be sent within 24-48 hours. Thank you! 

  Customer Answer

  Date: 10/31/2023

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

• Initial Complaint

  Date:09/28/2023

  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.

  Applied for complex unit on 08/17/23, never heard back from complex called many times to cancel my application which was refundable if I decided not to go through with it. never received a refund and they no longer manage that complex I've called their HQ number many times to never get a call back I've also sent many emails * **************

  Business Response

  Date: 10/24/2023

  I spoke with Mr. ***** on 9/28/23 and explained, he will be receiving his refund from current management for ******** ** ***** ****** as ZRS does not have access to the ownership's account to make payments from.  A representative from the current management company reached out to Mr. ***** on 10/3/23 with a response indicating they would be processing the refunds owed.

• Initial Complaint

  Date:09/18/2023

  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 rented an apartment from October 1, 2022 to May 31, 2023 in which I paid a $500 security deposit. On June 4, 2023 a check was cut for $461.83 ($500 minus the last month’s water bill). I deposited the check but a few days later it bounced and I incurred a returned check fee of $32. I contacted the business on July 13, 2023 explaining the issue, requesting another check along with reimbursement for the $32 fee incurred. After several telephone and emails between property management and upper management I finally received another check for $461.83 on August 28, 2023 which did not include the returned check fee of $32. Again, I reached out to management and they assured me the accounting department was working to resolve the issue. My last communication from the company was on August 31, 2023. It is now September 15, 2023 and I have still not received reimbursement of the $32 returned check fee incurred nor have I received any interest on the $461.83 for returning my security deposit late. According to Florida statues, the landlord has 15 days to return a renters security deposit. It took ZRS Management 89 days to return mine.

  Business Response

  Date: 09/29/2023

  Hello, 

  The onsite manager of this community has been in communication with Mr **** via email regarding this matter. The manager's most recent communication was on 9/28/23 indicating that Mr. ****** refund of the returned payment fee was being processed via certified mail early next week.  We understand the frustration due to the delays (beyond the on-site team's control). Due to the inconveience, we will issue a $75 payment versus the $32 to which Mr. **** would otherwise be entitled. We hope that this will satisifactorily resolve Mr. ****** concerns. Again, we apologize for the inconvenience. 

• Initial Complaint

  Date:09/05/2023

  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.

  The company owes me refund of rent deposit, in the amount of $537.00 and has said numerous times, that they sent the refund check. This has not been so. For over two months there has been no check arrive at my forwarding destination.
  
  There is still an amount owed to me, in the sum of $537.00

  Business Response

  Date: 09/06/2023

  The resident moved out on 7/4/23.  The first refund check was issued and mailed out on 7/5/23 in the amount of $537.42 and was mailed to the forwarding address provided to our team: 

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

  When **** contacted us that he had not received the check, we confirmed with him again (on 8/17) that the address was correct.  A stop payment was issued on the first check and a second check was cut and mailed out on 8/24.  

  This check has been cut and mailed twice to the address provided by the resident.

  Thank you,

  Lisa F******* **

   

   

   

   

• Initial Complaint

  Date:09/05/2023

  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.

  I have been in contact with this business regarding security deposit from my apartment that I moved out of over a year and a half ago.
  
  They have said numerous times a check would be on the way and it has still not arrived.
  
  I have now gone without a return call for a month and a half and leaving messages several times.

  Business Response

  Date: 09/13/2023

  Please be advised that we are overnighting a check for $173.53 that is being sent by *** with an anticipated delivery date of 9/14/2023.  The check is being sent to the address provide by Mr. ******* and will be issued in the names of both individuals that were listed on the lease at the time of move out.  

  Customer Answer

  Date: 09/14/2023

  
  
  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,
  
  
  
  **** *******

• Initial Complaint

  Date:08/22/2023

  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.

  I moved into my apartment about a month ago. there is a massive leak from the exterior wall causing water to pour into my apartment. nothing has been done to stop the water from coming in. I am concerned about mold. they are getting quotes to fix it but Everytime it rains at least 2-3 gallons of water come into my apartment.

  Business Response

  Date: 08/25/2023

  The community received the resident's complaint and immediately sent the onsite Maintenance Supervisor to the apartment home to assess the water intrusion.  Several licensed contractors were solicited to obtain pricing for repairs on the exterior of the building and to repair a downspout next to the unit in question.  The exterior damaged has been covered to prevent water entry and a new downspout has been installed to divert water away from the building.

  The Community Manager was working to expedite the repairs but was delayed due to contractor cancellations.  Repairs are scheduled next week, and the site is currently working to procure long-term capital expenditure repairs.  The resident is not expected to experience water intrusion moving forward.  Due to the delays in the repairs, the property is offering a concession for the inconvenience.  The Regional Manager contacted the resident earlier this week to convey the action plan and assured the resident we are diligently working on a solution for the resident and family members.

  Customer Answer

  Date: 08/28/2023

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

• Initial Complaint

  Date:08/21/2023

  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.

  The building is gorgeous, but ZRS management is awful. Frankly the worst I've ever experienced. I moved out of ***** at ***** ***** ****** on 4/23/23 and still have not received my security deposit. They initially refused to return my security deposit despite leaving the apartment in perfect condition. Then, leasing agent Natalia Nigh said my security deposit would be returned, but it still hasn't been received.
  
  During my time living at *****, this is what I experienced: they are slow to respond to any issues, if they respond at all. They added multiple bogus fees to my monthly bill and stopped responding to emails/calls when I attempted to dispute them. They filed an unwarranted eviction notice (for their mistake) and charged ME for the attorney fees. Despite multiple attempts to contact them about this via phone, email, and by visiting the leasing office, I was told that I had to pay all fees via cashier's check or I'd be evicted for THEIR mistake. This occurred all while I had Covid. All in all, this has cost me nearly $1,500.
  
  Moreover, during the 15 months I lived at *****, my shower leaked & flooded my bathroom every day, the jacuzzi & steam room rarely worked, and I had difficulty scheduling my move out. They are scammers and don't seem to care how it impacts residents. After reading the other complaints on this page, I'm shocked there hasn't been a class action lawsuit against them.
  
  ZRS, return my security deposit. I moved out FOUR months ago.

  Business Response

  Date: 08/23/2023

  Hello *********

  We have submitted for another reimbursement since the sec. dep. refund did not reach the last two times. You should receive the refund in the amount of $750 within 5 to 7 business days provided the mailing system reaches you. Thank you for confirming your mailing address with us yesterday afternoon.

  Thank you,

  Dawn

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a final account statement today from *** ***** Orlando located at **** ***** **** ** Orlando, FL 32806 the leasing office manager, Glenda M******* billed me for dates when I was no longer residing at this property. I moved out on Saturday, July 22nd, 2023. The key was returnedo ******* ****** *** at approximately 10:49am on the morning of Saturday, July 22nd, 2023. I also sent an email advising that I had moved out. My electricity with OUC was scheduled for shut off on Monday, July 24th, 2023 because OUC informed me that they can not turn the power off during the weekend. The statement inaccurately states that I moved out on Tuesday, August 1st, 2023. So I was billed for Billing Fee $3.28, Insurance Compliance Fee $35.00, Trash per day $52.36, Water per day $16.32. I would like for this bill to be corrected and I'm writing to you all today to inform you all and others of the dishonest acts committed by Glenda M******* the property manager at *** ***** Orlando.

  Business Response

  Date: 08/15/2023

  Good afternoon, 

  This is Dani E***** with ZRS Management. I'm happy to say that the resident and I were able to address the issues on her final account statement together this week and fixed any issues that were present. 

  Thank you, 

  Dani ****** | District Manager

  Customer Answer

  Date: 08/16/2023

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

• Initial Complaint

  Date:07/24/2023

  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.

  I am writing to file a formal complaint against the ZRS management team of Signature at Sugarloaf due to their continuous negligence and failure to address critical service requests and maintenance issues in my apartment.
  
  Upon moving into my apartment on the first week of May 2023, I submitted a pre-inspection form highlighting various repairs and safety concerns that required immediate attention. Despite raising these issues on multiple occasions through email and in-person visits, the management has failed to provide any resolution or acknowledgment of the matters at hand. Also, during the last two months, I had to do service requests for maintenance of some serious issues through online portals and emails but received no response.
  
  The list of outstanding issues is as follows:
  1. Non-functional washer and dryer, leading to multiple service requests and incurring excessive expenses on outside laundry services.
  2. Plumbing issues causing leaks and water damage.
  3. Safety concerns associated with the main door frame and window.
  4. Unstable fixtures and fittings posing safety hazards.
  5. Kitchen cabinet with peeling laminate, creating openings that attract insects and render it unsuitable for storing food and other items. Urgent rectification is imperative.
  
  The management's lack of action in addressing these concerns within a reasonable timeframe has left me deeply dissatisfied and increasingly worried about my safety and well-being as a resident.
  
  As tenants, we have the right to reside in a safe and habitable environment, and the continued negligence displayed by the management team is wholly unacceptable. Despite multiple attempts to contact the leasing office in person, we have been met with unhelpful responses and no concrete solutions. Furthermore, we have been informed that the maintenance backlog is approximately three months, reflecting a lack of coordination and poor management, ultimately causing distress to the residents of this community. The management's disregard for our complaints on pending requests has further added to our dissatisfaction, as we find it difficult to lead a satisfactory living experience while the management consistently collects monthly rent on time.
  
  I am urging the intervention of the Complaint Board Platform to facilitate a swift resolution to this matter. I expect immediate action to rectify the outstanding issues in my apartment, and I implore the management to handle future service requests promptly and efficiently.
  
  Additionally, I demand that appropriate compensation be provided for the prolonged inconveniences and discomfort endured over the past two months.
  
  Thank you for your assistance.

  Business Response

  Date: 08/22/2023

  Our sincere apologies that these items have not been addressed to date. We will review all of the items listed for repair within 24 hours and start repairs to rectify all issues.  We apologize for these inconveniences.  I will also issue a $300 credit to your ledger for your inconveniences.  

  Customer Answer

  Date: 09/06/2023

  Date Sent: 9/5/2023 4:57:04 PM
  

  
  I wanted to express my gratitude for your assistance regarding the ZRS management issue. I'm pleased to inform you that after receiving your last message, wherein you relayed ZRS management's commitment to addressing pending matters within 24 hours, they followed through by addressing most of the maintenance requests promptly the next day. However, there is still one outstanding request pending resolution by their maintenance department, despite their assurance that they would handle it.
  Furthermore, ZRS management has fulfilled their promise to provide a $300 concession for the inconvenience I've experienced over the past three months. This amount has been credited to my account as of today. With the help of BBB, I consider this case to be nearly 90% resolved, and I truly appreciate the actions you've taken in facilitating this process. Please update the case accordingly.

  
  Thank you once again.

  
  Best regards,

  ***** ****

• Initial Complaint

  Date:07/17/2023

  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.

  I want to say that I've rented with ZRS and have always had a good experience until now.
  I rent at The Waves, a ZRS Management LLC property in Plantation, Florida. I moved in Dec 2022 and the apartment appeared to be great because of the size, the new features, and the location. When it started raining (earlier than usual - in January) the leaks started. I have several maintenance requests and they come to the unit and they look at the ceiling and have promised over and over that they will go up and fix the roof to stop the leak and that when it stops leaking they will come in to repair my ceiling and paint it. It has been 7 months and nothing has happened. I've lived in this apartment with towels and buckets and wet rugs. It has been a very unpleasant experience. I send this complaint to see if I can get help because I do not want to take this to a lawyer. I want to see if it can be worked out amicably without having to take legal action. I attach pictures of a roof that feels it's about to cave in and become a big problem. This problem can turn into a health issue or an accident.

  Business Response

  Date: 08/18/2023

  The
  roof and ceiling repairs were completed several weeks ago, not long after the issue was reported.  Our team followed up with the resident the next day to make sure that the resident was satisfied with the work. As of today, there have been no further reports of maintenance issues pertaining to the leak.  We are happy to have been able to take care of the problem and regret any inconvenience to the resident.  

  Customer Answer

  Date: 08/21/2023

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