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:05/03/2023

  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 toured The Alton with Taylor on April 23, 2023. She was very persuasive and convinced me to submit my application and deposit. I paid $600 that day. They sent me the lease agreement 3 days later on April 26th. I reviewed and signed the lease. However, on Friday, April 28th ( 2 days after signing my lease) I was notified by my employer that I was being let go. I was working for a software development company that has gone under. I contacted The Alton on Monday, May 1st explaining everything that had happened since signing the lease and told them I would need out since my life is currently on hold due to me losing my job. I knew that I would lose the $600 I paid for deposit and application fees as Taylor made that clear when I toured. However, I was hoping management would be understanding of my situation and let me out of my lease since it hadn't even been 1 week since I signed. Also, my lease start date isn't until May 30, 2023 (30 days out)....that was not the case, management said I would have to pay 2 months rent, $4k in order to get out of my lease. I think this is excessive given the fact that I haven't even moved in and my move in date isn't for another 30 days.

  Business Response

  Date: 05/10/2023

  Dear BBB,

  We have communicated with **** ******* on May 4th by phone and email to let her know that we have waived her termination charges due to her loss of employment.  Please see attached email confirming.

   

  Thank you,

  Kimberly W******* ******

  Regional Property Manager

   

   

  Customer Answer

  Date: 05/11/2023

  
  
  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:05/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 The National Residences in December of 2021. The sole purpose of moving into these apartments were for high security due to being in a big city without family and being a single woman, living alone. The National Residences brought me that comfort and security when I toured the apartments because of the 24/7 security guards as well as multiple security measures that you had to go through in order to get to your apartments. Fast forward to April of 2022. A trainer from The National gym was banned from the building due to sexual harassment and loitering. The security guards were notified about him as well because he would still come back in the dwelling. Now this individual was harassing and stalking(I can officially state this because it’s filed in police reports) me still even though he was banned from the building by still finding a way up to my apartment multiple times at odd hours between 2AM- 6AM in the morning and he would knock on my door. I of course did not answer and I called down to security, security never showed up. I called down again and they sent up the leasing office lady to escort a 6’4 male… now I notified the apartment complex and of course they said they needed proof so I put a camera outside my door and called the cops the next time he showed up. Now a security guard named “Orlando” (don’t know if that’s his real name or alias he went by, came up with the police officer). I showed them video footage of this individual showing up to my door masked and trying to avoid the camera once he saw I had one.
  The next day and following week, I then receive multiple text messages from the security guard writing inappropriate messagings and harassing me because he asked me to send a picture of the individual to his phone and he took advantage of having access to my personal information. The security guard would send messages such as, “You still up?” “Just know I’ll always be here for you and you have a real friend in Dallas who will help you and protect you as well.””Heyyy friend you sleep””you okay? I’m here if you need me” “Do you like my glasses?” (And sends a selfie) and I finally sent in a complaint when I told him to stop messaging me and when he asked me for money.. he mentioned his grandpa had died and he lacked resources to get out to see him and was short on money.. I submitted a complaint to the leasing office. So now not only am I being stalked, I’m now being harassed by the people that are paid to protect me.
  After two more police reports of the individual trespassing the property and stalking me, I submitted a 30 day notice to vacate to the leasing office. I included a medical letter from my provider because it was triggering my PTSD to the point where it was disabling me from completing my daily activities since I never knew when the offender was going to show up at my door and I no longer felt safe being anywhere in the complex. Also before I vacated my A/c also went out so I was paying on an apartment that not only was clearly not safe but also was inhabitable. When I vacated the premise after my notice was up, The National Residences sent me to collections within a month stating I owed $24,722. I have always made my payments on time, communicated with the leasing office on my concerns, handled everything properly in legal terms but never got a solution or a response and now I’m still dealing with repercussions. Can someone please explain to me how this is possible? I have more detailed information to share if needed.

• Initial Complaint

  Date:04/26/2023

  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.

  Hello, I am requesting the contact information for your supervisor. I have made multiple calls to the contact number listed on ZRS website, and have not been contacted back. I am specifically requesting the contact information of Erica W****** and her direct supervisor. I have made another attempt to contact ZRS Management directly, however you make that impossible to make that happen. I expect a call back within 24 hours, or I will proceed legally and we can hash it all out in court.
  
  Thank you,
  ******* ***** 
  
  This is probability my 10th attempt to reach someone in ZRS Management.

  Business Response

  Date: 04/26/2023

  Complainant was contacted by RM via email on 4/26/23. 

• Initial Complaint

  Date:03/28/2023

  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.

  Just prior to the New Year, I signed a lease at ******* **** apartments. I viewed unit I-208 and was obsessed so I started the application process. I paid nearly $4000 to move in to my **** apartment. Due to an error by the leasing staff in my quote, I was actually given the unit below it. My move-in experience was appalling. The apartment smelled of must, there were roaches, the paint job was awful, my door barely shut and had a gap which allowed bugs to come in, and the list goes on. I put in several maintenance requests and it takes WEEKS for anyone to come. They ended up fixing all the other issues but just brushed by the roaches. Prior to moving here, I had never dealt with a roach infestation and it has been a nightmare. I’ve had to throw out nearly all my food several times, several boxes of items I hadn’t finished unpacking yet. I’ve spent over $300 on roach products since I had to take matters in to my own hands. Because of all the expenses I faced due to the roach issues, I was short on rent. The leasing office posted a 3-day notice on my door. I paid my rent via money order and they took the money order but didn’t post it to my account. At this point, I am facing a 5 day evictions summons and am liable for the legal fees despite having a payment plan in order with the leasing office manager, Sherrie. I have dealt with nothing but a gigantic headache from this apartment complex and this is the cherry on top. I plan on challenging the eviction notice in court and advise ZRS Management and ******* **** Apartments to drop the case since they have accepted partial payment and work something out with me. I have notes from my doctor indicating the health repercussions I have faced from the roaches and the mold in the apartment and will sue for damages if the eviction case proceeds.

  Business Response

  Date: 04/17/2023

  Please see the below response to the claim filed, and
  attached documentation.
  
  The move in prorate and security deposit at the time of move
  in were only $2,612.19.  $1,492 was
  applied to the security deposit, and $1,022 was applied to the prorated rent
  and utilities. The resident also received a $500 move in concession off of
  their 1st month rental payment. Please see attached ledger.
  The apartment was treated for pest control on 1/5, 1/10,
  1/26, 2/1, as requested and no further issues were reported after. Please see
  attached reports. 
  The resident did surrender the apartment without notice.
  The resident was not charged any lease termination fees or
  penalties.
  Please see the attached final account statement reflecting a
  refund.   

  Customer Answer

  Date: 04/18/2023

  
  
  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:03/23/2023

  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.

  First off, I want to express my extreme disappointment with the treatment my family and I have received after being a paying tenant for over a year at Wynwood at Vinings in Atlanta GA. During this process, I have never felt as if my well-being or safety was a concern, instead, I just felt like as long as they received the rent payment every month, nothing else matters!
  Secondly, I want to go on record saying my wife and I do not feel safe living here anymore. The multiple gas leaks and maintenance carelessness has made it hard to comfortably reside here.
  On Monday 3/13/2023 we first smelled gas in the apartment and called Atlanta Gas Light and they confirmed that there was a gas leak in the water heater and furnace that was pushing gas and carbon monoxide into the apartment and shut off the gas. We had no heat and the maintenance team provided one space heater. Because there was a freeze warning we had to relocate for the night. The next day they claimed they fixed it but did not. We’ve had multiple gas technicians come and tell us that not only was it not fixed but that a new water heater was needed. The apartment complex brought a new water but failed to screw it on and left a hanging pipe. On Wednesday 3/22/2023 when my wife came home from work she smelled gas in the apartment and called the gas company. The technician said that the furnace still had multiple leaks and that it needed repairs. He also stated that the level of gas in the apartment was alarming and unsafe. The gas is shut off in our home so we have hot water or heat.
  I have been upholding my end of the contract but they have failed to provide a safe living environment for me and my family. I would like to immediately be transferred to a vacant unit for the next 60 days while we make arrangements to move out of this complex.
  On top of the safety issues, we have been dismissed and talked to condescendingly by the maintenance and office staff.

  Business Response

  Date: 03/23/2023

  Customer was contacted via phone on 3/23/23 to go through options to rectify the situation.  Awaiting response back from customer.

• Initial Complaint

  Date:03/13/2023

  Type:Delivery 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.

  This relates to the ********** **** Apt complex. The management there changed recently to ZRS and I happened to be moving out of the complex at the time 01/24/2023. During the move out process, I was informed that I would have my deposit (1,299.88) refunded within 30 days and was given a date to be no later than 3/4/2023, which is actually already more than the 30 days agreed upon in the lease. When this date arrived and I still had not received my deposit, I called the leasing office and spoke to Sofia (assistant manager) who was extremely rude on the phone and told me to follow up with the post-office adding that she is not responsible for how the post office operates and hang up on me while I was still talking. I also agreed to wait an additional week and the check has still not arrived! I do not want to engage in pointless exchanges on the phone when the party that is supposed to be responsible is not willing to offer a path towards resolution. Also, it should not be my responsibility as a previous tenant to follow up with the post office (without any kind of reference/tracking number) since as caretakers of the security deposit, ZRS should ensure that checks arrive where they are supposed to on time.

  Business Response

  Date: 03/28/2023

  Hello,

  First and foremost, I want to express our sincere apologies for the concerns you have endured during your transition from ********** ****. Would you have time to discuss something this week so that? I'm happy to call you at your convenience so that we can ensure your refund is received. 

  What is a good time to discuss? Please provide the best contact information. 

   

  Thank you for your understanding, I look forward to hearing from you. 

   

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

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

  Customer Answer

  Date: 03/29/2023

  
  
  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. I have also now received the check, so no further communication is necessary.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/09/2023

  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.

  Unfortunately I'm a resident at the ****** **** **** . I went to front office to report an incident regarding the floor from the above unit upstairs (directly over my laundry room) collapsed & fell down on my wife's head. Yes my wife & I reported the incident to the property manager here onsite three different times after my wife reported the incident & got laughed at by (Iona Neree) who said she would only discuss the incident with me & not my wife instead (who handles all my financial affairs). How can the property manager think she gone laugh & disregard my wife's request for medical treatment from her injury to her head due to the light fixture along with the ceiling collapsing (falling down) on her head. How could the manager possibly expect us to take her serious more less trust her handling the issue at hand when she laughed at my wife's injury? Bottom-line, my wife was injured and need the contact number of the property owner to report the injury for medical treatment. After the Property manager denied my wife's claim I no longer want to do business with Iona N**** bc she laughed at the matter at hand in front of her whole staff. She never asked my wife how she was doing or if she needed medical treatment. She showed no compassion whatsoever. However when maintenance responded they found that the floor indeed collapsed due to the sprinkler water system inside the walls of the unit which were reported to the Cobb County Fire Marshal. However, the water damage from the busted pipes caused the building to deteriorate & create an unsafe unlivable & hazardous conditions including the ceiling collapsing on my wife's head, all the electrical light fixtures dangling frm the ceiling, a bad foul odor due to excess mold and mildew stretching all throughout the whole unit. Property manager need to contact us ASAP to resolve this issue.

  Business Response

  Date: 03/09/2023

  ZRS will be reaching out to the complainant directly to discuss this matter.  Please watch out for an email from us today.

• Initial Complaint

  Date:03/08/2023

  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.

  This whole company is fraudulent, especially **** ********. They lie about requirements to get you to apply with supposedly refundable fees but when you try to get the refund after they deny you, they send you bad checks and stop answering phone calls and emails. These are actual criminals. They shuffle the rent prices daily. Pressure people into resigning leases with insane mark ups. Glad I got denied, I just want my money back plus the fee for the bounced check.

  Business Response

  Date: 03/16/2023

  **** ******** uses a third-party company to approve and/or deny applicants.  Unfortunately, this applicant did not meet the qualifying criteria.  We apologize for the inconvenience this may have caused and we have issued a refund check in the amount of $275, sent via *** on 3/16/23.

  Business Response

  Date: 03/27/2023

  **** ******** issued a refund check to this applicant via *** on 3/16/2023.  

  Customer Answer

  Date: 03/28/2023

  
  
  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:03/08/2023

  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 applied for an apartment on 3/1/2023 and the company charged me the $155 for the application and admin fees. Since then I have not heard back from the company. I have reached out by phone and email to no avail.
  
  I went to the property on Friday 3/3/2023 and spoke with a temp named Alexis who said she would let the property manager know. I did not hear back from the property until 3/7/2023 when Alexis called and advised they don't have my application. But they received SOMETHING to prompt their system to charge my card. My card info that was on the application they didn't receive?
  
  Manager Nikki called today 3/8/2023 to reiterate that they don't have my application and the apartment is no longer available. It is illegal in the state of Georgia to take someone's money for an application and admin fee and then not even process the application and then deny a refund of fees paid. They claim they were having phone issues from 3/1/2023 to 3/8/2023 but their text message system was working fine, they were able to text me back multiple times, but stopped responding when the questions got hard. I also emailed the property AND property management on 3/1/2023 and 3/6/2023. Were their email systems not working either? They purposely ignored my situation and pleas for assistance and now my children and I are facing homelessness due to their carelessness and failure to act. All I am requesting is that they refund the $155 they stole from me.

  Business Response

  Date: 04/25/2023

  We are sorry you had difficulty receiving your refund. It is my understanding while we were in process of refunding your monies, you disputed the charge with your credit card and received funds back in full. Please let us know if you have any further questions or concerns as we are happy to address immediately.

  Kindest Regards,

  ZRS Management

  Customer Answer

  Date: 04/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Let it be noted that I did receive a refund, but only after I filed a claim with my bank. This company, per multiple phone conversations with their on-site manager, never had any intentions of returning my money and that lack of ethics and plain old thievery should be looked into. I would never give a company a BBB stamp that practices theft. This company is currently being investigated and sued by multiple tenants and employees alike for a lot of issues, primarily money issues. But thank you for your help and your time.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/08/2023

  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.

  So the main reason I am filing a complaint, is due to the fact that I exercised a clause in my lease, also, within the state of Florida to break my lease, upon deployment/military orders. I got my deployment pushed up by 2 months, so, me and my wife decided it was best if she lives with family. We turned our paper work into the front office at **** ******* ** *** *** *****, they went under new management in October(didn't know that until we called the new office thinking it was that company), ZRS was the previous property management. I didn't get anything in writing saying I would be charged rent for breaking the lease, I gave them the letter and told them that was my 30 day notice, asked if it was okay to move sooner, before June 1st 2022. When I would leave for deployment. We were moved out by the 29th/30th of May, but due to Memorial Day weekend, we couldn't checkout until June 2nd, 2022. My wife did the final walk-thru, for us because I was gone, she was told we wouldn't have to pay anything back or pay any rent, never got any paperwork after the walk through. Didn't get or hear anything from this company until we applied for a new place to rent. They pulled a credit report, it was outstanding on my credit report that I never paid $1500 `to this company for rent, which makes me a risk on any rental loan or any loan agreements. I have been on deployment for 9-10 months I wish they would have notified me about something so it would've been resolved sooner, they haven't reached out in any way shape or form. They just sent my "debt" to collections, which in turn has weighed my credit report down for the last 9 months.

  Business Response

  Date: 03/10/2023

  Hello,

  I contacted the credit department we used at the time when managing this asset. However, they are claiming they do not have the resident info as part of a balance in collections.  

  I absolutely want to resolve this for Mr. *******.  Can he please provide additional information on the credit bureau reporting he owes the property?  This would be a big help.  

  Resident(s): **** ******* *** ***** *****
  Unit: 2003
  Move-out Date: 6/2/2023

  Levi C*****
  Regional Manager, ZRS
  *********************