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Business Profile

Property Management

ZRS Management LLC

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:07/17/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 set to move in to Bayside at Penisula on 5-26-2023 at 4 pm. The leasing agent Genesis called me the day before to see if we can arrive by 11:00 AM the next morning as she was set to leave work early that day. my husband and I arrived before 11 am we signed the lease. Then Genesis advised the apartment was not ready and she will call us back on we can pick up keys. This already was an issue due to having moving services and having to extend those services. Once we did receive the keys the apartment was completey dirty, need repairs, one shower only worked, water was backed up in the sink, roaches were in the window seals and hanging from the binds. There was so much dust everywhere. the front door had to be kicked in. The front door did not close all the way and there is a gap in the door big enough to slide your fingers through. the sliding door appeared to be stuck. Some of the walls look like they had water damage of some sort. I can continue to name all the issues wrong with this unit. We spoke to Sheronda the assistant property manager and she came to inspect the property and advised we should not have been moved into this unit due to the condition of it. She referred us to Athena B***** and Athena advised she was so sorry and due the circumstance she would waive one month free rent which is for July. Long story now move ahead to July 12,2023 i received a three day notice for my July rent for 1680.16. Keep in mind when i moved in i paid prorated rent for May and received a promotion for 750 off june rent, the month that was supposed to be free was july. I have reached out to corporate and no one has said anything. Athena B***** nor Kayla H******** will provide an update. The office clerk Regina advised Athena and a regional manager would reach out. No one will assist me. I need this months bill to be adjusted to a zero balance and I will pay my rent in August as I was told. This is unethical and morally degrading for any company to treat someone like this!

      Business Response

      Date: 07/24/2023

      Hello, 

      I was able to speak with the residents directly and was able to get to a resolution. There was a concession put on the account based on what was approved by the owners of the complex and we have our vendors coming out this week to complete any repairs still needed in the home including drywall repair, touch up paint, front door repair, and sealing any visible holes behind the cabinetry. We plan to do everything we can to make sure the resident is happy within their home. 

      Thank you, 

      Dani E***** - Regional Manager

      Customer Answer

      Date: 08/02/2023



      Complaint: ********



      I am rejecting this response because: Nothing has been completed as of today. Last friday Athena B*****, a maintenance worker and drywall repair man came to my home to see what needed to be done. Still nothing. Door has not been fixed, ants are eating out the drywall. PEzt control was scheduled to come almost three weeks ago and they never came. At this point we have been provided a $300 off July rent (which was paid 6/12/2023 and we have until August 11th to pay for August. Dani E***** - Regional Manager advvised us to let know know if a days were needed. This still puts my family in a losing position as school is coming up and we have other bills to pay. Then if I dont pay September on time im sure I will receive an eviction notice.  I feel like this should not fall on us as tenants because Athena advised us she would give us one month free due to all the trouble and money spent moving into the unit that was not ready. Athena is now saying she does not recall the conversation but Dani E***** - Regional Manager was direct and upfront about this but it does not help us at all. 



      Sincerely,



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

    • Initial Complaint

      Date:07/12/2023

      Type:Billing Issues
      Status:
      Resolved
      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 July 3, I paid my rent of $1914.40, and it was taken out of my account twice without any confirmation e-mail or reciept. On July 5, one transaction was removed, but for some reason, a $75 fee was uploaded for me to pay. I do not feel as if this charge is appropriate since I have an extensive history of paying rent on time and due to the fact that this is a problem with the company's finance/billing system itself, so I feel the company should take responsiblity & accountability for this. This is not the first time I've had an issue with their billing system, and any time I bring up an issue with their finance/billing system, I get brushed off. I would like to request a refund of that $75, please.

      Business Response

      Date: 07/26/2023

      Hello,   We sincerely apologize for this error.  The $75.00 fee is system generated and after a recent audit of the residents account, we have credited the resident leader the $75.00.  Please reach out to the property at ******************************** should you have nay additional questions or concerns.

       

       

      Customer Answer

      Date: 07/27/2023

       

      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,



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

    • Initial Complaint

      Date:07/06/2023

      Type:Product Issues
      Status:
      Answered
      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 lease term concluded on May 7th 2023, at The ******** ** ***** ***** *****. The office manager was provided the required information to complete our conclusion which was to provide a forwarding address for our deposit of $2000 returned. I was advised the deposit return is completed in 30 - 45 days.

      I have made several attempts to gather answers as to when we can expect our funds returned, and made several calls to the office and ZRS Management LLC in which I have left messages and sent emails through the company site. I have had neither a response or email in return to provide answers.

      I recently visited the apartment complex to find out there is a new management company that has taken over. I spoke with the management company and was advised that I would have to seek our refund deposit from ZRS Management LLC.


      At this point I believe our next steps will be to to seek a legal counsel and file a claim with the courts.

      Business Response

      Date: 07/06/2023

      The property was transitioned to ******** effective 5/18/23 and unfortunately we no longer have access to see the status of your refund which was transitioned over to the new management company. Please reach out to the appropriate contact below to get a further update. My apologies that we cannot assist with this matter.

      Ms. Lynn
      M***** | Property Manager
      ******** ** ********** ****** *** ******* ** * ****** ******* * ** *****
      * ************ * ********************************* * ************

    • Initial Complaint

      Date:07/05/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Every month I have to call the rental property office and get the water bill adjusted. Every month I am being charged twice for water and sewer. Along with this I have to contact the rental property office to notify them that I am being charged for renters insurance, which I have through ******* ******* Ever since ZRS management has taken over the property, which was in October of 2022. The property is ******* ******** in Smyrna Tennessee. I should not have to contact the office to have everything addressed and adjusted.
      The water bill, I am being charged for the maintenance office water. Their water runs off my water meter.
      This has to stop. I should be able to pay rent without going through this every month. This has been a conflict for the last 9 months.

      Business Response

      Date: 07/12/2023

      Upon transition from prior ownership, resident's insurance dates were not correctly entered in the ***, resulting in fees being assessed and then removed upon resident notifying the office. This occurred 3x and has since been resolved. In regards to the water, current management was not made aware of the water meter being connected to the maintenance shop water. It was brought to management attention in April and resolved in May. Going forward, the resident will not be charged more than $45 for water.

    • Initial Complaint

      Date:06/27/2023

      Type:Billing Issues
      Status:
      Answered
      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 applied for an apartment with their company ***** Apartments located at **** ********** *** ************** ** ****** We were made aware that we would receive our administrative fee back of $175.00. Which in return we received a $5.00 check from this company. My husband and I have left numerous voicemails to their corporate office which is this company and have also emailed numerous times to associate Christian B*******. We still have not received any resolution and little to no communications. When we do speak with someone, they say their manager has been trying to get in contact with their management. We have also drove over to the office in Lawrenceville, GA on numerous occasions, still nothing but the run around.

      Business Response

      Date: 07/18/2023

      Hello,

       

      We sincerely apologize for this administrative error. We have reached out to our accounting team to rectify immediately.  We will be in touch on 7/19 with an update on payment status.  

       

      Thank you!

    • Initial Complaint

      Date:06/19/2023

      Type:Product Issues
      Status:
      Answered
      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 transferred my lease from one Zrs owned apartment to another Zrs owned apartment in February and it is now June and I have heard nothing about my security deposit for apartment 1. I have called, emailed and showed up to speak with Heather but I am ignored or told she is too busy and can’t help me

      Business Response

      Date: 06/30/2023

      Hi ******

      I am looking into this situation now.  My apologies on the delayed response.  The original message was sent to a different Amanda within our company.

      I know you and I are reviewing this together in a separate email thread.  Once we receive clarification, I will update this complaint.

      Thank you,

      Amanda A*****

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

    • Initial Complaint

      Date:06/19/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 04/19/2023 around 12 am midnight, the apartment on top of us started leaking. The pipe under their sink went out causing they're apt to get flooded and mine. Due to that is caused a big leaking into our apt. Right away the power switches in the kitchen were damaged due to the water. The leak reached the kitchen, the living room and the laundry room. I called the emergency line of the complex and they did answer. So we tried our best for the water to stop, not it to mention it woke me up out of my sleep. I called the office next morning and let them know. I had to remind them about 3-5 times that it was still lacking. They put a fan 04/19/2023 to let the water dry. I understood what was happening they needed it to be dry so they can fix it, so I though. That barely dried anything. There was a big stain in the living room and they just went and painted over it. I let the office manager Amanda M**********, and let her know multiple times that nothing in the kitchen worked. For the laundry they just place the line on another wall. I was told multiple time that someone was gonna go and see it to see if it was necessary for me to move into another apartment. Again no one went. i paid the month of May and they haven't fixed anything. Right now they charged me 1800 for June's rent how do they expect me to pay if the apartment is not able to lived in. I let the officer manager know as well. I reported them to the Fair housing department on 06/13/2023 but I've had to luck being reached. If someone can please help me with this I would really appreciate it a lot, thank you for reading this.

      Business Response

      Date: 06/21/2023

      Thank you for sharing this information.  We will absolutely get all items in your home repaired.  Our team will be following up with you to begin completion of anything pending at this time.

    • Initial Complaint

      Date:06/07/2023

      Type:Billing Issues
      Status:
      Answered
      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 am a resident at the ******* ** *** ******** , I have been waiting on a response to my lease renewal ,if one, since the month of April and all I get is “We will let you know in a few days “ it is now the month of June and my lease ends in July I f no renewal , I have not enough time to find a new place .. Also I would like to know why I have not received the remaining balance of my deposit of fours years ago last year when I moved to a different apt of theirs. Their deposit is only 300$ and I have to the old owners about 1600$ I was promised last year to receive the remaining balance I never did .. And I have quite a few things since last year to be fixed that have not been touched Please help me thank you

      Business Response

      Date: 06/08/2023

      We apologize that prior management did not send a renewal letter to the resident.  One will be generated and sent today.  The resident has already spoken with the new manager about her maintenance requests and they are being addressed.  With reference to a prior deposit refund from previous ownership four years ago, we have no record of the resident transferring to another apartment or of any deposits owed, as we have owned the property for less than two years.  I would suggest the resident contact the company listed on her prior lease agreement.

      Thank you.

    • Initial Complaint

      Date:06/05/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      They are saying I owe them over $300 and I never lived their. I contacted management to let them know I never lived their . They have it on my account as never paid effecting my credit score .
      The apartment is ***** ***** at *********** in Tampa Florida . I want it off my credit .

      Business Response

      Date: 06/12/2023

      ******* ***** applied for an apartment on 3/2/22. She paid $200 for administration fee,
      $75 for application fee and $5 processing fee. Her check came back Insufficient
      Funds and therefore she was charged an additional $75. She was approved with
      conditions, which requires an additional deposit, however she did not want to
      move forward.  Since she was approved with conditions, not declined, she
      is considered a cancellation and is responsible for the administration fee,
      application fee, processing fee, and insufficient funds fee which is a total of
      $355 which is what is showing on her account to date. 

    • Initial Complaint

      Date:05/31/2023

      Type:Billing Issues
      Status:
      Resolved
      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 Jefferson North Collins at *** ********** ** *** **** I’m ********** ** ***** on September 13th 2022. On September 22nd I received a move out statement, showing I was being charged to replace carpet. My unit was brand new, I was the first occupant and I left it in excellent condition. I even overheard the maintenance man tell the leasing office that the unit was ready for move in as I was leaving after cleaning. He said nothing needed to be done and it looked brand new still. Upon receiving the move out statement, I called the JNC to let them know that TX tenant laws state a landlord cannot charge a tenant for carpet cleaning/replacement due to normal wear and tear, I was told I would receive a follow up call from the property manager. From that day forward, I continued to call because I never received a check. Every time I was given the run around and repeatedly asked to verify my forwarding address and being told the property manager would contact me about the carpet fee. Finally, I started emailing in addition to my calls because I was never getting my call returned. Eventually I was told the people I emailed were gone and there was a complete change of staff. The run around calls and unanswered emails continued. There is carpet about 5x7 (maybe smaller) in the closet and carpet in the bedroom which barely had any foot traffic because it was completely covered by furniture and left looking brand new.

      Now after finally receiving communication from the assistant property manager after 8 months, they are telling me the $92.03 fee is a vendor charge and that it is too late to dispute the charge because it is past 30 days from move out. However, this falls completely on them because I have been very active in trying to communicate with them. It is both morally and ethically wrong because I contacted them prior to the 30 days. Even if they are unable to dispute with their vendor, they should be responsible for refunding me due to their lack of comm.

      Business Response

      Date: 06/06/2023

      Please see attached Final Account Statement for ******** ******** and ********* ***** ******* *** ****, Lease Contract and Carpet Cleaning invoice.


      Security Deposit was $500

      Charges included:
      $92.02 for carpet cleaning
      $1.06 water billing admin fee
      $10.77 final water billing
      Grand Total of $103.86 was deducted from the security deposit resulting in a refund of $396.14. 

      The original check was lost in the mail.  A new check has been issued in the amount of $396.14 and was overnighted to the address of Jefferson North Collins. 

      Attached is the lease contract between ******** ******** and ********* ***** ******* *** ****  Please refer to page 5, paragraph 26.1 and 26.2 which states liability for reasonable cleaning charges - including charges for cleaning carpets.


      26. Move-Out Procedures.
      26. 1. Cleaning. You must thoroughly clean the apartment, including
      doors, windows, furniture, bathrooms, kitchen appliances,
      patios, balconies, garages, carports, and storage rooms. You
      must follow move-out cleaning instructions if they have been
      provided. If you don’t clean adequately, you’ll be liable for
      reasonable cleaning charges—including charges for cleaning
      carpets, draperies, furniture, walls, etc. that are soiled beyond
      normal wear (that is, wear or soiling that occurs without
      negligence, carelessness, accident, or abuse).


      The carpet clean for unit ***** was completed by ** ********** ******* ******** and was billed at $92.02.  There were no other cleaning charges billed to this account.  See attached invoice.

      The above referenced charges are warranted.  However, in good faith, we will waive these charges and resubmit for a full refund.  This process will take up to 2 weeks and final check will be mailed to Jefferson North Collins for ******** to pick up.


      Customer Answer

      Date: 06/06/2023



      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,



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

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