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:08/29/2022

  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.

  I put in matinence request for multiple issues for my unit here at****************. Two of them being my elctric outlet sticking out of the island by my sink and it being a fire hazard, the other being that my toilet does not properly flush causing blockages and me having to manually push things down. It is now August 29th and those still are not fixed. Also the assistant property manager called me aggressive and stated I was harassing the leasing office for putting in so many request. They have neglected me and told me many excuses as to why the repairs have not been done. When I go to the leasing office for any help they roll their eyes, ignore me or make smart remarks. The property manager also degraded me and questioned the validity of me needing an emotional support animal even with proof. I have reached out to multiple people to help me and just get out of my lease due to being treated unethically, my Texas tenant right being violated and the hostile environment they have created yet no one seems to care. They have also entered my apartment without my permission even with me requesting for an appointment to be made before they come in.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/06) */
  We did address Ms. *******s work orders per the lease contract guidelines. We are not able to meet Ms. *******s demands or request. We did meet her in the middle and waived the termination fee; however, the concession payback and 60 day notice are still owed.
  
  
  Consumer Response /* (3000, 7, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I put in the original request for the outlet to be fixed on July 31st via Active Building which is where the property ask tenants place request. The request sat there was never tended to, On August 10th another email was sent to an employee in the leasing office requesting that it be fixed. There were also many times in between where I spoke with the property manager and another higher up and I was told that they were understaffed as an excuse for not having repairs. On August 15th my apartment was entered without my permission as I stated in the app we are told to use for request of repairs that I would like to be called before anyone enters the unit. This is an option the property provides yet that policy was not followed. While they entered the unit many of the other request were repaired yet the fire hazard of the outlet was not. Even though the apartment marked it as completed the outlet didn't get "repaired" until August 20th. I put repaired in quotations as it still was not properly fixed, a gap was left in the outlet and it was not properly secured down.
  
  The lease agreement along with Texas Property Code both state that repairs which are seen as an electrical/fire hazard are required to be repaired within a reasonable time frame which is 7 days. If not the tenant may terminate the lease without penalty. Between July 31st as the original date of request and August 20th when it was supposedly repaired that is well over 7 days.
  
  Not only did I receive neglect from timely repairs I was also retaliated against by the leasing office staff which goes against Texas Property Code. A member of the staff made a statement that "my maintenance request were excessive and harassing and the leasing office all agreed it was uncalled for". This created an extremely unpleasant and hostile living environment for me as I felt like my needs were not being met as a paying tenant. This issue when brought to the staff was also looked over and not addressed appropriately.
  
  I reached out to many members of the Lumen team including Amanda to resolve this issue cordially. Amanda neglected emails and read multiple of them without responding. When asked to provide documentation of why fees would be required from me even though the Lumen Community did not abide by our lease contract she failed to provide any reasoning. The read receipts of Amanda will also be attached.
  
  
  I have proper documentation of all other time stamps and will attach them below.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  We completed the work orders in accordance to the lease agreement and on time. The resident was not satisfied with the level of water pressure that the toilet had. The toilet worked normally and did flush but again, the resident was not satisfied with this answer and had us go back in and adjust the water pressure at multiple times.
  
  I did respond to the residents emails; however, she was not satisfied with our answer in regards to the lease break policy and I did not have an alternative answer for her.
  
  
  Consumer Response /* (4200, 11, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I have explained to the Lumen Community multiple times now. it is not only a matter of me being unhappy with the response given by them. My issue is that they have not provided any proof, documentation or proper explanation as to WHY they are requiring me to pay fees. On numerous occasions I have provided them with time stamps for my repair grievances, the lines within the lease that was signed by myself and their leasing staff, along with documents in reference to Texas Property Codes.
  
  The issue is not that Amanda did not respond, but rather the manner in which she did. All of this was extremely time sensitive and Amanda would read my emails and not respond for days or an unreasonable amount of hours. This would be acceptable if she was coming back with solutions or proper explanations but that hasn't been the case. I also sent an email to the Lumen Leasing staff, Amanda the regional manager and Lori the VP of the community on September 8th and have still received no response.
  
  I blatantly asked in the email the following questions:
  
  To be provided with proof from the lease they claim to be abiding by that they are allotted three business weeks to fix an outlet that is sticking out and poses a fire hazard.
  
  If it was proper policy for the maintenance team to say that they repaired my outlet and mark the issue as complete on August 15th yet I have video proof from August 20th that it in fact was not repaired. If this is proper policy can that please be shown to me?
  
  What explanation can be given for the lease stating that they deem electrical outlet issues to be a top priority hazard and poses a threat to the heath of the tenant and safety of the building yet I did not receive timely repairs?
  
  These are the questions that I have been asking since they first refused to let me out of my my lease without penalty due to them not abiding by Texas Property Codes. The lease also states that early termination is a remedy yet somehow they are ignoring both of these facts and are not providing proper answers.
  
  In regards to the toilet I am not sure why this was brought up in response as it is irrelevant to the issue at hand being the outlet. However, even if we did want to make that a topic the fact still stands that I originally put in a request on July 31st and it was not until August 15th that anyone even came out to see the toilet. To say that they came out per my request multiple times due to the toilet is quite the exaggeration. On two occasions they have entered my apartment. On August 15th and on August 20th. If they did enter on any other occasion this was not per my request and also without my permission.
  
  I asked two times about the toilet and was told this is the standard water pressure. Even though I was having trouble with getting bowel movements to properly flush I let that specific issue go. The lease termination letter was not submitted for the toilet it was submitted for the outlet/fire hazard so I believe the focus should remain on that.
  
  
  Business Response /* (4000, 13, 2022/09/30) */
  Hi ******,
  
  Quite simply, the outlet protruding from the wall does not constitute it being a fire hazard. if you truly felt it was a fire hazard, then did you contact the fire dept or 911? We responded to your maintenance request and repaired it as needed.
  
  I cannot keep going back and forth in email and BBB responses. You signed the lease contract. The lease started 7/5/22 and you broke the lease 9/8/22. As you know, we waived the termination fee but the other penalty fees apply. If we release your apt within the 60 day period, you will not be required to pay the full 60 day notice.
  
  Thank you,
  Amanda

• Initial Complaint

  Date:08/28/2022

  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 live in the Crescent Ridge apartments on Hodges Blvd in Jacksonville, Florida. I woke up to flooding in my apartment due to a water leak from behind my toilet in the wall. I flagged down the maintenance team and right away we shut off the water and Jeff fixed the leak from old faulty plumbing leaving a hole in the wall behind my toilet. I've talked to the maintenance crew and all of the women in the office about fixing the hole in my wall numerous times and nothing has been done. The office team seams to thing people who complain are nuisance. I jus want the wall fixed. I've experienced another leak in the meantime t
  

  Business Response

  Date: 08/29/2022

  Consumer Response /* (2000, 6, 2022/08/29) */
  The major problem has finally been fixed. No more need to pursue ZRS.
  Thank you

• Initial Complaint

  Date:08/26/2022

  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 moved her to the******** at ******** before zrs took over it was so much better, since they came it's been change of staff three times, I brought my complaint about the constant weed and drug use by my neighbor SEVERAL times only for the manger to basically lie and say one thing and does NOTHING, within our lease we know smoking is not allowed so I'm not understanding why it is allowed and nothing is being done when clearly it violated the lease and managements rules, I can't stay in the unit as I have a asthmatic child and i can't continue to inhale secondhand smoke, it has been not only a health isssue but a safety issue as I am a single mom and it is a man doing so, I'm constantly met with menacing looks and feeling uncomfortable in my own home I have not stayed in over two month's, Sabrina the property manager is beyond unless and does not care about anything property wise, from trash o the floor to loose dogs to animal feces everywhere since no one enforces folks to clean up after themselves. I on countless occasions mentioned the smoking and both Sabrina and Alicia are aware but yet nothing is done? How is this fair and a quality of life??
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 8, 2022/09/14) */
  This case should be closed as the neighbors who our resident is complaining about have moved out of their apartment and there is no longer an issue.
  
  
  Consumer Response /* (3000, 10, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I understand the response, had I had not had my parents to stay I would have been homeless, due to the rather slow pace of action taken from the residents who have broken the rules,, I and my son were displaced for an entire month behind this, the worse part is the management team was aware the residents were smoking from my first complaint 8/4. They knew I was unable to be in the home, basically forcibly evicted and no actions were taken to ensure that my son and I were 1) out of harms way 2) not inhaling second hand smoke when I stressed we were both asthmatic and both suffered from the weed smoking that was extremely strong coming in, agin nothing was done, the decent thing would have been temporarily having us elsewhere but that wasn't an option nor offered, being that I wasn't in the home become management cares more about rent than having quality of life. It would only be fair to reduce the days I was not in the home as both property managers were aware of that as I constantly came in wondering what was happening. It is in bad taste to claim it is "resolved" only because the resident moved, had they did not move I would still be unable to be home let's be for real hear and quit trying to pacify the situation

• Initial Complaint

  Date:08/24/2022

  Type:Billing 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.

  In summary, ZRS is by far the worst experience I have had in leasing a place my entire life.
  1. ZRS would not do a walkthrough with me when I physically moved out.
  2. ZRS specifically told me they would call me if they found any issues with the unit and I never received a call.
  3. ZRS passed on a bill of $1400 for the new owners to charge me that nobody can explain 47 days after I moved out.
  4. ZRS was specifically told that I would be turning off the AC and then three days later came into the apartment and turned on the AC without giving me notice and sticking me with a higher electricity bill that when it was occupied. I have detailed power usage graphs from the smart meter to prove I had shut down the AC and that it was turned on three days after I was over 1000miles away.
  5. ZRS will give you the runaround and not respond if inconvenient at all levels.
  6. ZRS will come into your unit unannounced and leave doors/garages unlocked.
  7. Leaving messages on the corporate phone number will do absolutely nothing and they will not call you back.
  8. Other residents informed me before moving out that ZRS management came through their garage while they were working from home. They heard a noise and went downstairs to see ZRS management in their home without any previous notice.
  I am writing this as yet another attempt to talk to someone who can give me answers. I have tried every other possible method with no luck. Avoid leasing any property from ZRS Management. I am more than happy to provide all data such as power usage graphs, emails and photos if the unit. I want my full refund of my $750 deposit and an additional $100 to cover the extra power usage.
  
  Please see the attachments for the full explanation.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/08/29) */
  ***** called Hollie (prior manager) at *********** on 8/22 and asked about his deposit refund. She explained to him that the property sold on 8/18 and since his move out date was for the 19th the new owners would be processing his final charges and processing any refunds due back to him. He stated he called the property and they told him ZRS would be which is why he was calling her. She explained there was not a way for her to complete the refunds since he had not turned in keys to her and She was not there to physically walk his unit. He then proceeded to explain that keys were in the mail and should be arriving that day or Tuesday. He said what Hollie was telling him made sense but that is not what new management told him. He explained he had tried to get a walk through, so Hollie asked Sara (the assistant manager) about it. She said he only inquired about the procedure of a walk through but never requested one as he stated he was in a rush to leave town. He did tell her about some damage that was there when he moved in. He was not turning in keys at the time so she didn't think anything about it. He mention to Hollie that he had turned the ac off and that someone went in and turned it on. Hollie told him the only reason someone would touch his ac would be if he had a service request. After speaking to him in more deail. it sounded like this was just a guess as to what happened because he had a monitoring on his electric account and saw that the usage increased. It is not that he later returned and found the ac on.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response as it does not address why I have been charged nearly $1500. The day before the initial response from ZRS was posted, ZRS knew of the reason for the charge and still did not address it. It does not address truthfully as to why I was not given a walkthrough. It does not address why someone entered my unit and turned on a high power consumption appliance. It does not address why I was given the runaround for weeks from people at all levels.
  
  To the person who responded. The directions from the BBB clearly state the following. "The text of your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response." It is my understanding that names would be included in the category of identifiable information. I hope that the BBB edits your response so that it can be made public.
  
  I tried getting in touch with the (prior manager) and (the assistant manager) through the Active Building web portal before they sold. Every time I called; I was told that both are in a meeting but would call me back after they get out. This happened every day for over a week, eventually they started blocking my number and the only way to get through was by using my wife's phone. The day they sold is the day my phone was allowed to get through and spoke with the new owner leasing agent. The new owners told me the property (prior manager) moved to. I again had the same issue, (prior manager) and (the assistant manager) both had meetings every day and never returned a call. The only time I got (prior manager) to pick up the phone during one of her "meetings", was after I kept asking the receptionist for the district managers phone number. (Prior manager) told me she would look into who is going to refund my deposit and get back to me. I then let her know that the second set of keys have been mailed days ago and should have arrived or will arrive the following day. What was stated in the response is wrong, (prior manager) knew nothing of keys until I mentioned it. To this day I have not heard back from (prior manager). (The assistant manager) is mistaken on her account. I enquired about the process and then asked to have the walkthrough then since I was leaving. (The assistant manager) responded that they cannot do a walkthrough until the end of the lease regardless if I have moved out. I then handed (the assistant manager) one set of keys. At that time of handing the one set of keys to (the assistant manager), I also mentioned that I turned the AC off. I emailed (Prior manager) and (The assistant manager) on two separate occasions with my same concern as to why my AC was turned on after I left. I did not have a service request. I am not guessing that my bill was high, its called math, just like the electric company does not guess at the amount of power we use. To the person who wrote the initial response, please look at the power usage graph that is in increments of 15min. It is clear that more power was used starting three days after I left the state of Texas and continued until I cut power. Explain how a small physical switch gets turned on if nobody entered the house and I did not have a service request, don't guess or assume the reason, explain. The initial response stated the following, "After speaking to him in more deail. it sounded like this was just a guess as to what happened because he had a monitoring on his electric account and saw that the usage increased. It is not that he later returned and found the ac on.". It is correct that I did not return to find the AC on. There are 5 appliances in that unit, the electric dryer is probably the highest when used (has a timer cant be left on), second is the electric oven and range when used (did not use for weeks before I left and would be obvious if I left on while packing my unit), third is the AC unit, then the hot water heater and fridge. Hot water and fridge left on and why I had minimal use for the three days after I left. When showing a unit or occupying it for whatever reason, it only makes sense that someone would turn the AC and not the dryer or oven during the month of July and August in Houston.
  
  Recently I found out from the kind people who took over the property that I am being charged the lease termination fee, nearly $1500 for a second time and the reason I am not getting my deposit. Again, doing some simple math, you will see that I have already paid that back in July to ZRS. It is interesting that I pay to break the lease with ZRS yet I am told that I am technically breaking it with the new owner. Did ZRS keep that money or give it to the new owner? ZRS failed to inform the new owner that this fee has already been paid. Due to the time I have spent in trying to resolve this I feel that not only should I get my full deposit back, compensated for the extra electric bill charges, I should also get a full refund of the termination fee that I have already paid and being charged for again. I hope the next response is meaningful and productive.

• Initial Complaint

  Date:08/19/2022

  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.

  1- AC issue been going on for few months now and never get fixed as its not flowing air in master bedroom (no air flow from ducts )with a temperature variation of 8-10 degrees difference from the rest of the rooms according to the maintenance guys and vendor diagnostic.
  its affecting my family and kids health as of inconsistent temperature changes !
  
  
  2- kitchen fixture not working for more than a month and I made a service request few times that had been completely ignored by the management company. we have no light in the kitchen
  
  3-humidifier in my apartment is not working and never got fixed!
  
  4- no wheel chair access or passage way from the exit gate ,so if you are at the exit gate and need to get out on a wheelchair you cannot and I told the management company (leasing office )and they never fixed it and completely ignored my request!
  
  5- the several attacks and burglary in the condo this month and previous month !
  I rented in this condo as its supposed to be gated community but this place became unsafe for me and my kids !
  
  6- leasing office completely ignoring all my calls and recent emails as well as services requests!
  
  7- switching off common area lights several times although they charge me a fixed amount every month to cover common area electricity!
  
  8- they did not notify me of road pavement plan near my building so I can move my car to a safe area,Which caused damages to my car and they refused to take responsibility!
  
  9- almost impossible to reach upper management if you have a problem with the property manager or the leasing office..emailed, called ,voice mailed and mailed the area manager with no response at all..so if the property manager doesn't like you for any reason and decided to give you hard time.you will not be able to get any one from higher management to sort things out or give your rights!
  
  Above issues been hanging since May 2022 and all the above is with emails ,mails, pictures and video evidence upon request
  

  Business Response

  Date: 09/06/2022

  Consumer Response /* (2000, 6, 2022/08/22) */
  Area manager contacted me.
  And they are going to terminate the contract by End of August 2022 with No termination fees.so I will not be liable of any rent after August 2022

• Initial Complaint

  Date:08/17/2022

  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.

  On June 15,2022 i was scheduled to move into an apartment at the ***** Apartment in Orlando but didn't because of a termite and roach problem. The manager of the apartment told me she world give me a refund. The check was sent out a month later but was sent to the wrong address and was told they would cancel the check and tissue one to me. It's now been another month and I've reached out to the apartments several times and was told they would contact the person who handles the finances. I've email, called several times and no one returns my calls or emails. I've even gone my the apartments to talk to management but was told they will give her the message. Still no call back to me. I'm looking for a refund of 1,159.00.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Ms.******** was due to move in on June 15th. She cancelled the move in and we agreed to refund her the amounts prepaid. A request for reimbursement was completed and a check number **** was cut on 6/23/2022. This was mailed to Ms.********. I received a call on 8/17/2022 at the corporate office stating Ms.******** has not received the funds and felt the onsite office was not assisting her. The check sent on 6/23/2022 was never received. I had a stop payment placed on this check after finding it had not been cashed on 8/18/2022. Check number***** was cut on 8/18/2022 to replace the lost check. We requested this check be sent to Ms.******** at the address she provided me using a delivery service that provided a tracking number. This check will arrive to her new address early next week.
  
  
  Consumer Response /* (2000, 7, 2022/08/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the check because it's monies due back to me. I did speak with Debby M*** regarding this matter and she was very nice about it. I failed this complaint before talking to her i had to track down someone because the management of the complex stop responding back to me and no one would help me out. Thank you Ms Debby for your help.
  
  Thank everyone involved

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to live at ZRS apt complex Savona Grand at the end of June 2022.
  It is now Aug 10, 2022 and I still have not received my $350 refund from the admin fee due to cancelling my app request.
  I have called, emailed, and now dropped by the leasing office (which says open but the doors are locked) to speak with someone about receiving my refund.
  

  Business Response

  Date: 09/06/2022

  Consumer Response /* (2000, 8, 2022/08/26) */
  Hello,
  
  The company resolved the issue.
  
  Thank you.

• Initial Complaint

  Date:07/25/2022

  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 live in ************** Apartments in Jacksonville, one of ZRS's properties. I will be turning in my keys this Wednesday, July 27th, as my lease expires, after nearly 9 years living in the complex. The primary reason is due to horrible treatment, primarily by maintenance, but also by staff in regards to handling maintenance and other correspondence. I have documented open maintenance requests including a running toilet, damaged and moldy drywall, carpet and ceiling from various leaks from other apartments, and other broken items. Some of the work orders are nearly 3 months old, the earliest dated April 30. I also have documented evidence that I gave them my notice to vacate on May 24th, yet I keep getting messages from staff about renewing my lease with threats that I'll be charged for not notifying them of my notice to vacate within 60 days of my lease expiration. I'm tired of the poor treatment and their lack of care for what their maintenance staff isn't doing, or for their apparent ignorance toward email and/or phone correspondence regarding notices and other important shared information. Most of the damage in the apartment is either unfixed items, or items that were poorly fixed.... problems that have persisted for more than 2 years overall. Any cost to restore the apartment after I'm gone should be taken from the maintenance crew's checks, not from my pocket. They are responsible. Again, I have emails, requests from their online system, and photos as evidence to all assertions.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Contact Name and Title: Toni O******,District Mgr
  Contact Phone: 407.644.6300
  Contact Email: *************************
  Dear Prior Resident,
  
  While we cannot take responsibility for any prior negligence to ZRS Management obtaining the management at **************, we do greatly apologize and empathize for any inconveniences or lack of responsiveness, or miscommunication from the onsite team during the transitions of management and staffing changes.
  
  Customer service is one of the characteristics that separates ZRS in our industry. If this was not your experience during the short period we had the pleasure of serving you as a resident, please accept our deepest apologies.
  
  I verified your notice date and move-out date were both entered correctly in the system, and due to the information we were provided on the previous issues you experienced in your home prior to us, there were no additional costs charged to your account except for the final water/sewer and trash fees through your occupancy date.
  
  We wish you the best in your move and your new home.
  
  Sincerely,
  Toni O******
  District Manager

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of this apartment at ******** Apartment Homes, ************************************** in April of 2022. I have not received my deposit of $600 back. Nor have I received a final statement.
  A check was given to me- when I questioned the amount and requested the final statement the office staff advised the check was incorrect and would have it corrected- I paid the prorated amount for April's rent as requested and the reminder of April's rent was taken from the deposit.
  The office advised to just leave the check with them and they will redo the check and to date I have not received the corrected check. The check also incorrectly written to include my minor children. I have made numerous attempts to contact the office however I have been advised the property manager Jasmina A****** who is responsible for processing the check is not in or is busy.
  I have also placed multiple calls to the corporate office ZRS management 407-644-6300 and left voicemails and a call has not been returned from someone at the corporate level.
  When I finally got the property manager on the line; She was very rude to me and even hung up the phone on me.
  The apartment was left in immaculate condition and I was not advised otherwise. This I was able to confirm with the office manager Jasmina. When I requested the amount that will be refunded to me, she advised it is the full deposit. She advised a ticket needed to be opened to reissue the check. Weeks later I have yet to receive a call back after leaving numerous voicemails to check the status of this said ticket.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 8, 2022/08/11) */
  I sincerely apologize for the delay in refunding the resident's security deposit. There have been staffing changes made at this property and we hope this will help to avoid any issues with other residents in the future. This resident's deposit refund has been issued and is waiting for her to pick up at the property leasing office.
  
  
  Consumer Response /* (2000, 10, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received my deposit refund on 8/10/2022

• Initial Complaint

  Date:07/22/2022

  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 moved into Toscana at Sonterra on or about July 5th, 2021. Shortly thereafter, there was an awful excuse for a remodel and renovation. The vendors that were hired damaged my apartment home. I was then charged for these damages when I moved out. Damages like "Full paint" even though I had emailed the office and left public reviews with the photos of the damaged paint due to their vendors. I have reached out to the corporate office and have been ignored. I want these charges to be taken off. I am also attaching the email sent to them. I was even contacted by the manager Ashley and was told in October, well after my message to them, that these photos would be uploaded to my account. Therefore, items like "full paint" are impossible since the damage was caused by vendors hired by ZRS and Toscana.