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:12/02/2022

  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 ENTERED INTO A ***** ON 10/29/21 WITH *********************** FOR A 2BR 2BA APARTMENT AT ********** AT ************** IN CHALROTTE **. OWNED BY ZRS MANAGEMENT.AT THE **** OF MOVE IN WE WERE OFFERED THE OPTION TO PAY THE FULL AMOUNT OF THE DEPOSIT WHEN SIGNING THE ****** OR WE COULD OVER THE DURATION OF THE ****** $43/MONTH. WE CHOSE THE LATTER OF THE TWO OPTIONS. WE HAVE PAID THIS "PREMIUM DEPOSIT" (AS WE ARE NOW TOLD THAT IS WHAT IT IS CALLED) EVERY MONTH AS EXPECTED. WE MOVED OUT ON 11/29/22 AND HAVE BEEN EMAILED A BILL THAT SAYS THAT THERE IS A $0.00 DEPOSIT AMOUNT TO BE APPLIED TOWARDS THE LAST BILL. UPON CONTACTING THE LEASING OFFICE, AND SPEAKING WITH *********** WERE TOLD THAT BECAUSE WE CHOSE THE MONTHLY OPTION "THE DEPOSIT IS NON-REFUNDABLE AND THIS IS SOMETHING THAT SHOULD HAVE BEEN TOLD TO US UPON ***** SIGNING". I ADVISED **** THAT THIS INFORMATION WAS NOT DISCLOSED TO US, NOR IS IT ANYWHERE WITHIN THE ***** WE SIGNED. HE KEPT REPEATING THAT IT SHOULD HAVE BEEN TOLD TO ME. AND EVEN WENT SO FAR AS TO SAY THAT "HE WAS SURE IT HAD BEEN TOLD TO ME". I ADVISED HIM THAT THE ELASING OFFICE HAD SEEN THREE DIFFERENT OFFICE MANAGERS SINCE I HAVE BEEN A RESIDENT THERE, SO THERE IS NO WAY HE COULD BE SURE OF SOMETHING HE WAS NOT EMPLOYED THERE AT THE **** TO WITNESS. AS WELL AS THIS NOT BEING ANYTHING THAT WE SIGNED AN AGREEMENT TO. HE THEN SAIDN "SORRY TO HEAR THAT AND THERE IS NOTHING THEY CAN DO".I THEN ATTEMPTED TO REACH OUT TO THE MANAAGEMENT COMPANY, ZRS MANAGEMENT LLC. AND THEY DONT HAVE AN OPTIOPN TO SPEAK WITH ANYONE. AND WHEN I PRESS 0 FOR AN OPERATOR, THE CALL DISCONNECTS. EVERY SINGLE ****. WE WOULD LIKE A REIMBURESMENT OF $559 ($43X13MONTHS) AND FOR IT BE APPLIED TO THE LAST BILL. AS IT SHOULD BE.

  Business Response

  Date: 12/13/2022

  ************************ Apartments (legal entity name University ****************) entered into a lease with ************************* and *******************, commencing 10/29/2021 for ************************************************************************.
  The lease agreement indicates that there is $0 held as a securtiy deposit as the prospective residents opted for the deposit alternative program we provide. ***************** is ZRS' preferred Deposit Alternative as it guarantees our apartment communities coverage of unpaid balances left after move-out. If the resident does not meet their financial obligations, the ***************** policy pays the community for the amount owed - up to the coverage amount - and promptly forwards the debt to your collection agency for reimbursement. This is also a great option for new residents as it decreases their upfront move-in costs significantly. As stated on the Welcome letter provided, the fee for the Deposit Alternative "premium" would be $40 per month.
  See Attachment/File: APTLEASE - 2022-12-05T103615.291

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair 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.

  There is continuous mold growth that the apartment fails to treat. We have complained to the management office multiple times about water leaks, they blame all appliances, but with no fix. We are outraged and disgusted that we pay so much a month for nothing to be fixed or handled. If you choose to live anywhere, DO NOT LIVE HERE!

  Business Response

  Date: 12/07/2022

  Good afternoon **********************,
  
  ZRS has received notice with reference to your CASE#: ********. Unfortunately, the name of the community was not mentioned in your complaint and unable to delegate at this time.
  
  Please provide the requested information so that we may address your concerns in a timely manner.

• Initial Complaint

  Date:11/27/2022

  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 have been ignored by the front desk staff who quit responding to my emails.
  
  I am being blatantly ignored by the property manager.
  
  I had to get a third person from the apartment complex involved to even acknowledge me.
  
  Maintenance requests are being marked as complete without even entering the unit.
  
  I'm being asked to sign documents stating issues have been resolved even when nothing has been done.
  
  Being charged late fees for the water companies mistake.
  
  Dog poop is left in the hallways
  
  Air conditioning went out in May and main fence refused to help for 8+ hours
  

  Business Response

  Date: 01/06/2023

  Consumer Response /* (2000, 6, 2022/12/14) */
  The apartment complex is letting me out of my lease before the lease end date with no fees or penalties. I have to drop the case in order to be compliant with the stipulations of the contract. I would like to drop the case

• Initial Complaint

  Date:11/27/2022

  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 date of the original transaction handing over the check was 10/20/2022, and the promise of the refund was given 10/21/2022 The amount given was $830.51 The business released us of the lease and the money submitted for the apartment and supposedly filed for a refund with their bank. There was a final account statement emailed with the intent of a refund. The address on the account statement is not the address provided to the management company for the refund.The business was an apartment management company who sold us an apartment in poor condition and not up to what the model had promised, as it was supposed to be newly renovated. There were many safety issues with the apartment along with the false advertising of the model versus what was received and so the management company let us out of the lease with the promise of a full refund of the money we invested.The business has been contacted several times by us about the state of the refund and has told us every time 'the bank cuts checks on Wednesdays, it'll show up'. The manager has been very short and rude every time we contact about an update.An account/tracking number for the refund was not provided. We were told that the check would be mailed to the address that we provided the management company.

  Business Response

  Date: 12/07/2022

  on 12/2 @ 10:14a, we reached out to the consumer via email requesting additional information (name of property). However, we have not received a response to date.The original email states...
  
  Good morning ********************,
  We are in receipt of a complaint reported by the Better Business Bureau.
  
  Please provide the name of the property for CASE#: ******** so that we may address with the management of this asset. Best regards
  
  
  

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair 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've lived at Elan ***************** since ZRS took over. I pay ZRS $50/** for internet access. I've had near-weekly internet outages. Apartment management have been apathetic towards the issues and tell me to contact WhiteSky who are slow to respond, and only have tier-2 respond after restoration of services. They then provide excuse after excuse, and refuse to permanently resolve the issue. In my most recent complaint, ******** said the outage was due to hardware failure. Previously, it was due to fiber lines being cut (repeatedly?). I'd like a refund for the outages and steps to actually correct the issue.

  Business Response

  Date: 01/19/2023

  The internet is provided by ******** to all residents.  All internet fiber lines are managed by *********  As of 11/22/22 the resident, *********************** service was in working order, per his email.  The outage was for approximately 2 hours.  We have been working with the internet provider to assist with any needed repairs due to cut fiber lines outside of our property which result in outages for the area on 11/8, as well as any other connectivity issue.   Outside of the cut fiber line, all other issues are his connectivity.  Each time the provider troubleshoots the issue, the service is working properly.   His concern was escalated with ******** in order to address his continued concerns.  The property manager has been in communication with ***** regarding all steps the provider is taking to resolve issues. 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18803926
  
  I am rejecting this response because:

  The service issues were only recently resolved. Ive documented every outage in service tickets to white sky - this was not just the fiber lines being cut. Feel free to review the six instances as documented in Zendesk.

  The property manager has not been in contact. Every time Ive contacted them, theyve redirected me to ******** and ignored my follow-up emails  

  And finally, I pay ZRS, not Whitesky. 

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

• Initial Complaint

  Date:11/18/2022

  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.

  ZRS recently took over my complex. They had us pay Oct rent by check, which I did on 9/30. The check was deposited on 10/18 and on 10/26 a notice to vacate for non-payment was posted at my door. What happened is: Oct rent was posted twice on my account by mistake - my lease renewed on 10/22 and instead of being prorated, I was charged at both the 2021 and 2022 rates. I immediately contacted the office to let them know and they assured me it would be fixed, which it wasn't. On 11/1 they debited my account for both the Nov and duplicate Oct rent.
  
  Not only did I not receive a single apology for the stress caused by finding a notice to vacate on my door when I have NEVER paid a single rent late, or overcharging me for an additional ~$1,600 on 11/1. But since then the management office has been giving me the runaround, asking me to send emails that remained unanswered and providing several deadlines which have passed without anything happening. Then, out of nowhere, a random credit appeared on my account, for an incorrect amount. No one has contacted me about it, I only found out because I logged into the portal. The credit is short by about ~$84. I have contacted staff, the property manager, and corporate, and didn't receive a single response.
  
  On top of that, it seems the new management has lost my lease. I renewed on 9/2 for a 13-month lease (just days before ZRS took over). I can provide a copy of the confirmation email received from the previous management showing the lease amount, duration, and start and end dates. And now ZRS has been trying to get me to sign a new lease for a HIGHER base rent than what I signed on 9/2.
  
  I've been a loyal resident of this property since it opened in 2018 and the previous management was fantastic. The new staff is either incompetent or trying to make extra money on the back of the residents. Ignoring residents who've been overcharged, in the hope they'll magically forget about it, is not only unprofessional, it's dishonest.

  Business Response

  Date: 12/13/2022

  WE received notification from the resident of the account being double charged and the onsite team immediately started researching the account ledger. Upon further review, the software system change facilitated by the recent sale of the property, did result in each resident's account double charged. To add to the confusion, the files provided by the previous owner at the sale transaction, did not provide the resident's lease renewal or any record of the renewal. To date, the current management still has no record of the renewal and the new management has had to rely on previous email exchanges. The resident also was not provided a copy of the renewal she claims to have signed with the previous management. The delay in getting her account fixed was due to having no back up support to the account and needing to verify the previous transaction which occurred prior to the sale of the property. The current management is working on getting the account corrected based on the previous email exchanges from prior management despite not having any proof provided of the lease renewal. The resident's account will be corrected by end of the week.

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Well, it would have been nice for me to be aware that you were researching the issue and the reason for the delay, instead of just ignoring my emails. This was never communicated to me. I would have appreciated a response if only to confirm receipt of my emails. Thankfully I can afford to have my rent charged twice the same month, but that's not the case for everyone, especially in the current economic climate. This is on top of the stress of seeing a notice to vacate on my door when my account was overcharged. I feel like I'm explaining basic empathy.
  
  
  
  Also, it has been 10 days since this response was posted and my account balance still has not been fixed and I still have not received an updated lease to sign. I understand I'm not the only resident with billing issues, and I'm not asking for an immediate resolution. But your previous message stated that these issues would be resolved by the end of the week, that deadline has passed and I'm once again left in the dark about what the hold-up is at this point.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment has been infested with roaches. I made multiple complaints as they were nesting in washer/dryer I asked to be removed multiple times with no response. I took out washer my self tonight because I had 2 roaches fly on me and my daughter in bed. and killed over 20 palmetto bugs tonight. I have a 3 year old daughter who had to experience all of this. I sprayed so much raid around my house to kill all these bugs and my dog was exposed to it as well. Couple weeks ago I complained and noticed mold growing in my kitchen. They came and sprayed but never checked for a leak anywhere after I spoke my concerns about AC possibly leaking as it wasn't working correctly cooling. They did nothing. Next week comes and my apartment is flooded and wall is now deteriorating and falling apart onto my floor. I noticed baseboards in another spot of apartment was leaking water and creating puddles on the floor. Water flooded my AC closet and storage closet with at least 2 inches of water and it sat for almost 2 days. That doesn't even count how long it was leaking inside the wall before wall finally burst. Mold has now come back into my kitchen and is now spreading in AC unit and closet. I have sent management of my apartment complex 11 different e-mails and filled multiple service request with no response. This is un liveable living conditions.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/25) */
  The resident was offered to transfer into a different unit after issues in the apartment weren't available for a quick resolution. The new unit was not in a satisfactory condition and the offer to put the resident in a hotel until remediation could be completed was not approved by the resident. Since there were no additional units available to transfer them into, management offered to let the resident out of their lease with no penalty which was accepted by the resident. A concession for prorated rent will also be made to the account to cover days that the resident was removed from the unit due to the present issues.

• Initial Complaint

  Date:11/13/2022

  Type:Customer Service 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.

  To: *************************, ZRS ******************************* ZRS CEO ZRS Management Team I am a new resident of ****************, *******, **, move-in date Oct 31, 2022. On Nov 8th at approx. 1:15pm after only 8 nights of living at ****************, I walked out to my car that was parked in the "attached" parking garage to my "assigned" parking spot only to find my driver side back window busted out. I noticed the shattered glass was all over the back seat, residual glass on the ground, in the front seat, the glove compartment opened with content emptied on the floor and middle console content pulled out as well. My ask is to receive a detailed report of the Security Guard findings related to my car...the date the window and glass was discovered since I had not been out of the house since Sat, Nov 6th did they hear my car alarm?...did anyone check the cameras?...going forward can memos be sent to resident(s) of any activity of concern. Consideration and acknowledgment that Property Management care and are concerned about the well-being and safety of their residents, etc...Sustainability of upscale and high-end apartments as **************** is advertised is to stay vigilant and proactive regarding any residential safety concerns.Link of video of car damage embedded in attached letter detailing complaint

  Business Response

  Date: 11/29/2022

  Unfortunately there is no report from any security to provide. A member of the staff noticed the window missing from a vehicle on a Sunday afternoon. However there were no signs of broken glass on the floor. There were no other incidents reported.
  
  The resident did come to the office 2 days later to make the team aware that her window was broken. They advised her that she would need to make a police report and the team reached out to the security patrol service to see if they had noticed anything in the garage over the weekend. They reported no findings over the weekend. The staff on site did provide the resident with a contact number for an HPD officer for her to file her police report. They advised her to provide us with a copy of the report number so we could complete an incident report, but she did not provide one to us.
  We sincerely appreciate the feedback regarding the team as providing great customer service is our priority.
  

  Customer Answer

  Date: 12/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was initially told that a foot security walks the garage and noted in his report seeing small amounts of glass on ground near my car. Since now a new report from "a staff member" I would greatly appreciate their recap of their findings to amend my police report on file. My question would be, why were they at my car on a Sunday on the 4th floor of the garage...did they see anything or hear an alarm go off?
  When I arrived back home from errands approx. 5:30pm Sat, Nov 5th all my car windows were intact. I work from home and did not leave my apartment again until Tuesday, Nov 8th when I found my driver side back window busted out. In the 1st paragraph you stated there was no report provided by security but here you are saying "security patrol" was in the garage over the weekend, which is a conflicting story. Staff did not provide a number but advised me to ******* number for non-urgent police department. No one advised me to leave a copy of my police report but I am more than happy to do so and will forward the case information left by the Sheriff's office.
  Again, my only ask was to receive any information that could assist with what may have happened to my car while parked in the parking garage. This is not just for me but to bring attention to such concerns for others.
  
  

• Initial Complaint

  Date:11/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ZRS management place an item on my credit report and I have been unable to get on contact with them regarding it. Instead I spoke to one of their vendors who gave me the run around. The phone number listed on ZRS management 's website is not working. I need the item removed from my credit report.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 8, 2022/11/29) */
  Hello ******,
  
  
  
  We are in receipt of the BBB notification below. However, the property name is not mentioned. Can you please provide this information so that we may respond accordingly?

• Initial Complaint

  Date:11/11/2022

  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.

  Security deposit not returned.
  I rented an apartment where ZRS Management was over the community. My lease ended in July, I had given them notice that I would not be re-signing and moved out. I gave them my new address, which someone from their office said they would send the deposit to. It's November and I still have never received it. I went to the office multiple times and finally was given an email for the manager and emailed them on October 5th, I did not recieve a reply and had to follow up again October 11th when I finally received a reply and it was discovered that they sent my check to the wrong address and that it would be taken care of ASAP. A month later, after still not seeing anything from them in the mail, I emailed them twice (November 7th and 9th) about this and they have not responded to either email.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/11/29) */
  The Business is communicating with the consumer via email and phone. This is an important matter that will be addressed by the business and corrected.