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

  20525 S Charleston Boca Raton, FL 33434

• 

  ZRS Management LLC

  7600 Highmeadow Dr Houston, TX 77063-4800

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2023

  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 was a resident at ***** ******* ***** in Addison, TX. I’ve been trying to get in contact with the office but no one will call me back. I’ve called multiple times and the office staff is not willing to help and always transfers me to the voicemail. I’ve been trying to get a rental verification for five weeks now. The property manager stated that they’ve been trying to get in contact with Luxia and no one will return the calls. Subsequently, I have now been denied by the property due to this prolonged verification process (lack of communication and lack of information). I do not have a place to live currently due to this! I had to rent a storage unit for my things and I’m currently living out of my car. I called the office after the denial and spoke with Ryan who was VERY rude who stated very nonchalantly and with an attitude “I understand but no one is available to help you right now.” after I explained my current living arrangements. I’ve never experienced anything like this in my life. I’ve left messages and tried calling and calling. No one will return my calls. I’ve reached out to the “regional manager” via voicemail and multiple emails (I‘ve attached the email attempts for you to see). Then I received a move-out final account statement where they charged me $215 for the carpet to be replaced due to “black & yellow spots”. There were no stains on the carpet (I have attached the photos I took right before I turned in the keys for you to see). Also, the carpet is grey what would turn it “yellow”..? The manager of the property Holli isn’t helpful AT ALL and ALWAYS has an attitude & talks to tenants very aggressive and dismissive. I really just want this process to be over and done with. It has taken a toll on me mentally. I need someone to either contact me or remove carpet the charge. ZRS will NOT receive any of my remaining balance/last months rent until I speak with someone via email or phone call. This is absolutely ridiculous.

  Business Response

  Date: 03/14/2023

  Hello *******

  It is my understanding that we have since reached a resolution since your BBB complaint after I reached out to you via phone and was able to provide the rental verification that was needed.  Please let me know if you need anything further at this time.

  Thank you,

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

  Customer Answer

  Date: 03/15/2023

  
  
  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 spoke with the regional manager who addressed all of my needs concerns immediately. 
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 attempted to rent a unit via corporate lease at the Edison at the Battery in Smyrna, GA. Prior to starting this process I asked the leasing consultant, Vassar, what the requirements were. I informed her from the beginning the unit would not physically be occupied by me. She stated 2 years in business, articles of incorporation and business makes 3x the rent. She also said if the business does not make 3x the rent, you may get a corporate lease and personal guarantee it. With that being said, I moved forward into the process, paying $350 dollars for my full application process. She stated my business was denied but my personal application was approved and asked for my personal paystubs. I provided all the information, paid money to get utilities ($300) turned on and paid for a uhaul truck to move ($120) into the apartment. The day I was suppose to move in, the “system was down” and Vassar called me and told me I would need to remove my business name off the lease since it did not pass. I did not receive the actual lease agreement until a day after. As I was filling out the forms one stood out. There was a form about no subleasing which ultimately, was my intention from the beginning for my real estate clients. I emailed the leasing office stating I was confused because they were making me a sign a personal lease that would automatically put me in violation if I was not the person physically living there. When I got to the leasing office IONA was very rude. She did not want to correct the problem even though I have proof that I was given incorrect info (emails). When I asked her for the number to corporate she stated “I am corporate” then refused to provide me with the number. I continued to ask for the number, she threatened to say I was tresspassing and proceeded to call the police on me under false pretenses because she did not want to give me the number to reach the corporate office. Now they have stated on my “move out ledger” i am being denied due to credit.

  Business Response

  Date: 03/10/2023

  ZRS will has been in touch, and will follow up again, directly with the complainant. 

  Business Response

  Date: 04/10/2023

  We have reached out to the accounting team to void the previous check and re-issue an overnight payment.  We are currently waiting on a response for this action but expect an overnight payment made by Wednesday 4/12.

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: The date is now 4/17, literally a whole month after you claim a payment was issued and I still have not received payment. I get an email daily that shows me the mail coming to my home. I have not yet seen a notification of this payment even though now it was supposed to be sent overnight. This is very frustrating. 
  
  
  
  Sincerely,
  
  
  
  ********** *******

• Initial Complaint

  Date:02/23/2023

  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.

  Today around 5:30am when my husband and I were getting ready to leave to the airport, our key fob would not work to lock our door, the key fob was deactivated. I ran downstairs to speak to the Concierge and she contacted a maintenance employee who was in the building to lock our door so that we could leave. I had to call another Uber since the first cab had left and nearly missed my flight. I have a 15 month lease in the Bezel building, which expires May 24th 2023, my husband and I were just in the leasing office yesterday speaking to a rude leasing rep Natalia, and all of sudden this occurs. Now when I return home we won't be able to enter our home because our key fob is deactivated and leasing office will be closed. So now I don't know where we will stay since office is closed on Sundays. I had another issue with Natalia where she stated they needed a 30 day notice to return parking tag and said it was on the 6th page of the contract and would email us with this information, which of course we never received the email, I read both parking and garage addendum and it is not stated on neither of the two page documents. We have always payed our rent on time, and this is the treatment we get. You walk in then office to speak with her and days she's in a meeting, as soon as my husband asked for corporate she no longer was in a meeting. I hope this issue gets resolved. Paying and you can't get into your home.

  Business Response

  Date: 03/27/2023

  ZRS' RM responded to the resident(s) outside of the BBB the day we were notified of their concern and arrangements to assist were put in place. The fobs on the electronic doors can loose connectivity at times. In this case, the front door lock timed out after a certain amount of time. Our maintenance supervisor made himself available upon our residents return on Sunday. Thank you!

• Initial Complaint

  Date:02/23/2023

  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.

  We lived at the **** ** ********** for 15 months. Overall it was a great experience the property is very nice and they do a lot for the residents. Sam in the front office is great, very nice. But, we moved out last weekend. I specifically called the front office to ask what was expected of me to clean/prep before moving out. Kara said they mostly pay attention to the appliances to see if there was any damage/cleaning and the walls I wouldn’t be charged if there were just holes from tv being mounted etc. So the weekend we moved out I went back spent 4-5 hours cleaning and patched up some additional holes/scratches that were not attributed to the TVs being mounted and pictures. We were charged with a $150+ cleaning fee (no problem with that, I expected that being a renter.) We were also charged with a $550+ fee for painting. Charging by the hole that needed to be patched. If I would have known I would be charged by the hole, I would have spent the extra 5-10 minutes spackling the holes. I called to ask about what she said about not being charged for the paint job/cleaning job and Kara denied that she ever said that, I was with multiple people at the time and heard her say the exact
  statement above. Hopefully they record their calls. I don’t mind being charged for repairs/cleaning. I would want a clean & fresh apartment when moving in, it’s the fact that Kara lied and doesn’t seem to care. I would just be wary when moving out and take as many pictures/videos you can to prove that you fixed what you said you would. I’m just very disappointed with the whole situation moving out.

  Business Response

  Date: 03/09/2023

  *********

  Thank you for reaching out so we could review the notes from the move out inspection.  After reviewing and the property manager walking the unit herself, we did find some room for adjustments to the final charges.  Please see the revised final account statement attached.  We also appreciate you giving your honest feedback which we have taken from and added another form into our notice to vacate process to avoid any future misunderstandings.    

  If you have any other questions and or concerns, please feel free to reach out to me at the below information.

  Kindly,

  Brandi Y****, CAM | District Manager
  ZRS Management, LLC | 1909 Woodall Rodgers Freeway Suite 400 | Dallas, TX 75201
  *** ************
  

• Initial Complaint

  Date:02/20/2023

  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.

  ZRS manages ******** Apartments at **** ******* ** *** **** ******* ** ****** I was shown pictures and told that the unit in question had all the updated new renovations with the white and grey kitchen. Lisa D******* the manager lady, confirm that with her report. I went forward with the application process which costed $280. I asked Lisa D******* to send me pictures of the unit ASAP, which she did that next day. I Emailed her back immediately to express the misrepresentation of the unit and to cancel and be refunded. The unit did not have the new renovation and the kitchen was not grey and white. I went into the office and Lisa D******* told me and her supervisor that the report was wrong and I was given false information. It was agreed a refund would to submitted. It has been over a month now and no refund, I have Emailed and called with no response. I tried calling ZRS this morning and now their phone is disconnected. I just want My refund.

  Business Response

  Date: 02/28/2023

  The full refund has been processed and will mailed to the forwarding address provided by the applicant. 

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  As of the mail on 03/07/2023 there has been no refund check received. 
  
  
  
  Sincerely,
  
  
  ****** ******

  Business Response

  Date: 03/14/2023

  Spok with ****** and requested that the checks be voided and reissued, we agreed to have the payments overnighted to the leasing office as they were not received at her address that was previously confirmed. Upon confirmation of overnight of payment will follow up with ****** on delivery date. ****** will not cash if check is received at her address, is aware they are being voided. 

• Initial Complaint

  Date:02/17/2023

  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 into ***** in 2017. There has been a consistent chain of events that has dampened my experience. This was a quiet place. A community. Where you could rely on your leasing staff. What I am living now is grossly the opposite! My neighbors and I are tormented by pests including rodents. It's hard to ever get in touch with anyone in the office. Maintenance requests can go on for weeks/months without any resolution. The grounds are not kept. The mailboxes have been vandalized multiple times. My car was broken into. My unit started leaking, in May, I called it in as an emergency. They replied weeks later after I continually begged for acknowledgment. Finally, in August they sent someone to fix the leak. Of course with a leak comes mold. This was in May of 2022, The mold is still here. February 2023.
  My lease was set to renew in January. I reached out in December to go over options for my lease I received no response. In January I was advised to sign by the 11, and I did. The account still reflected a month to month rate. I reached out several times to have the portal updated. In February when the Ana F******** got around to update the lease she also charged me a late fee for Jan, Feb, and a legal fee. This totaled an additional $600. I reached out several times and she REFUSED to remove the legal fee, but is unable to explain why it was added. I am physically sick from this entire experience. ***** really needs help.

  Business Response

  Date: 02/17/2023

  Hi Ms. *******

  Once you pay your outstanding rent balance, we will offer a one time courtesy waived legal fee, however your rent and utility balance will need to be paid to current. 

• Initial Complaint

  Date:02/08/2023

  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.

  Ive had it to my wits end with these people. trying to contact them is a nightmare. You can tell they don’t care about their Tenants. I was promised my security deposit + a portion of January’s rent after one of the Tessa At Katy representatives and I did a move-out walkthrough checklist and confirm that the apartment was returned clean and with no damages. Instead, all I’m getting is completely ignored and still charged for February rent even though I and the property manager signed a mutual agreement to terminate my lease in January. So not only are they illegally withholding my security deposit, but they are also illegally charging me when I no longer have a contract with them. I swear, it’s like they’re asking to be sued. I have documents of the signed inspections, the signed mutual lease termination, pictures of the apartment before move in and after move out, all of the emails where they directly promised I would get my money back…and still nothing. All I know is that if I don’t get my security deposit + that portion of January’s rent back by the end of this month, I’ll see y’all in court.
  
  If you see a property with ZRS Management/Apartments next to its name, dont lease there — run.

  Business Response

  Date: 02/24/2023

  ZRS took over management for Tessa at Katy on January 26,
  2023. Per, Ms. ****** she moved out and turned in her keys on January 23, 2023.
  Her prior experience which led to her terminating the lease agreement was with
  prior management.  During the transition of
  management companies there is some down time of system software which we could
  not access to review her moveout transaction.
  Ms. ****** will not be charged for February rent. Her final
  account statement has been completed, and we have processed her refund in the amount
  of $1824.03.  Again, we are sorry for the
  inconvenience, but due to the transition and change of property software there
  was a lag in response time.
  
  Regards,
  
  **** ********
  Regional Manager

  Customer Answer

  Date: 03/07/2023

  
  
  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:02/07/2023

  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.

  12/3/2022 I moved into ******** ***** Apartments. Managed by ZRS Management.
  
  Upon Moving in I was told I would have 1 month free of rent as well as 1/2 a month free of rent after paying December, and January's rent in full.
  
  I paid everything in full. I came home yesterday to a notice on my door stating I had failed to pay rent.
  
  The office fails to comply, or answer.
  
  They have conveniently turned off they're phone lines so now you can only leave a voice mail message and hope someone gets back to you.
  
  I went up to the office yesterday to asses this issue and was told the "work load" was to heavy that they will get to me when they call.
  
  I have not received a call and it has been 24 hours since I received this notice. Stating I had to pay or move out in 2 days.
  
  They are stating I pay 1675$ or move out and be " evicted " come Feb 9th.
  
  This is false advertisement.
  
  Secondly, I went my whole first moth with A/C and a working toilet. I have evidence of this on going issue persisting for over a month. Repeatedly calling, venturing up to the office, and emailing service request to asses these issues I had been having since move in.
  
  When I finally reached someone in the office I was rudely spoke to and hung up on.
  
  
  I now wish to relinquish my lease. I have had nothing but stress since dealing with ZRS Management and I am now turning to legal action to relieve me of this lease.

  Business Response

  Date: 02/27/2023

  Dear ******* *******

  In an effort to resolve your concerns, contact was made on February 7, 2023, and a resolution has been given. As provided in the attachment above, we have credited your account for the full month of February's rent as originally agreed. We apologize and empathize for any inconveniences, lack of responsiveness, or miscommunication from the onsite team during your MI process.

  Customer service is one of the characteristics that separates ZRS in our industry. If this has not been your experience as a resident, please accept our deepest apologies.

  Please feel free to contact us at the office should you have any other concerns @904.875.5883

  Sincerely,

  Christina W**** 

  Regional Manager

• Initial Complaint

  Date:02/03/2023

  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 currently rent an apartment in blue isles apartments , managed by ZRS Management. Ever since they bought the complex , nothing gets done when it comes to service maintenance request, they ignore all of them. They open it and mark it progress but never even call or come by. My toilet was broken and I had to pay a plumbing company to come out and fix it cause I couldn’t get ahold of anyone in our leasing office and no answered request or emails. I have spoken with well over 20 other residents. All the same complaints, no appliances work? Some have no water or no working outlets: we ALL have mold, half the apartments have roof and some don’t. Half the buildings are painted; they keep adding money into. Our bills with no explanation at all. They are violating every human right we have .

  Business Response

  Date: 02/06/2023

  I spoke with Ms. ***** at length on Friday, February 3, 2023.  We reviewed her concerns and I credited her account for the plumbing repair by reversing a late fee.  ZRS takes pride in providing excellent customer service, and we regret that we failed to meet Ms. *****'s expectations.  Based on our conversation on Friday, everything has been taken care of, so I am hopeful that Ms. ***** is satisfied. 

  Customer Answer

  Date: 02/06/2023

  
  
  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.
  
    
  

  Ms***** **** went above and beyond for me and was absolutely amazing!

   

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

• Initial Complaint

  Date:02/03/2023

  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.

  To whom it may concern,
  I used to stay at ***** at ******** and when I left there they said I have a balance that’s it owed and which I do the problem comes when I feel like somebody is trying to take advantage of me and that’s something I don’t play as a single mother. I was told my balance is 5,810.95 how in the hell when my rent was 1772 a month and I owe for two months and a half I can clearly do math and that amount is incorrect. 1772 plus 1772 is 3,544 a month for the month of November & December then they said I had a balance of 31 from the month of October ok 1772 plus 1772 plus 31 is 3,575 now the month of January 734.90 plus 3,575 is 3,894.90 now when you add the trash fees for it 60 dollars add to 3,894.90 which bring us to 3,954.90 when you add the 43 deposit fee for two months that’s 4,040.90 when you add alarm fees 17 for months that bring us to 4,064.90 now when you add the water bill that brings us to 4,218.79 now when you when you add the late fees 4,568.79. Now you all are trying to charge me 104.47 extra on my water bill when the company said I only owe 153.89 nothing more so that what I will be paying nothing more. You all have been charging me for an alarm that I have never used not one time which I want that money credited back to the account. You all have charged me every month for trash service that I never have used since I moved here I took out my own trash everyday, which I feel that need to be credit back to my account as well. You all charged me for a key log or whatever it’s call when the gates where never closed but one time for about three hours, and for a gym that I never used. You want to charge all these fees for things that doesn’t work or didn’t used and think I’m going to pay for them want happen. I’m willing to pay the 4,568.79 nothing more nothing less just give me three month to pay of and I want in writing my balance was paid off in full and for it not to go on my credit report as long as it’s paid off in the three months

  Business Response

  Date: 02/21/2023

  I’m writing you today to let you know that me and the company have reached an agreement and asked that you please close the case out thanks have a blessed day

  Customer Answer

  Date: 02/21/2023

  I’m writing you today to let you know that me and the company have reached an agreement and asked that you please close the case out thanks have a blessed day