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

  333 E Palmetto Park Rd Boca Raton, FL 33432-5167

• 

  ZRS Management LLC

  20525 S Charleston Boca Raton, FL 33434

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:11/30/2024

  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.

  Before ************** was bought out by ********, I lived there. I moved out 10/29/2024. Prior to moving out, I paid the rent for October in September, but still received a move-out statement in October as if I had not paid for it already. I provided my bank statement showing the payment I made, sent it to the email provided for the "manager" of the property at the time and have never received a response. I also have not received my deposit check back as I put down a $1,000 deposit and the apartment was in immaculate condition when I left. I also spoke with one of the maintenance men before I moved out who reassured me that the apartment was in great condition and that I would have no problem getting my full deposit back. Since 10/29/2024, I have received zero communication from anyone involved and would love an update. I have also called more than once and left messages and have received no update from you guys. Please give me a call or email **** regarding the deposit check. I provided my forwarding address multiple times before moving out of **************, but would be happy to provide it again so that the check will make its way to me. Thank you.

  Business Response

  Date: 12/16/2024

  Hi ******,

  Your account ledger reflected $0 when we transferred over your information to Greystar, so this may be on Greystar's end. I included the attached ledger that reflects you paid your October rent on 9/23/24 and when we transferred your information over, you showed a $0 balance under ZRS. I am sorry for your frustration, but please feel free to provide this ledger to Greystar for further documentation. 

• Initial Complaint

  Date:11/25/2024

  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.

  I rented apartment 447 at 880 *** for 15 months. After I moved out 10/18/24, I received a statement alleging shower, tub, carpet stains and unclean oven. The statement indicated a $200 deposit was used to pay for cleaning. I spent HOURS making sure this unit was in pristine condition upon departure. I went as far as filling in all holes and painted with touch up paint provided. I have pictures of the unit PRIOR to move in as well as AFTER. 99% of the claims in the statement I received was the condition prior to move in. The ONE thing, I failed to do was clean the oven. However, there was NO damage to this property that would justify not receiving my deposit back. I emailed the mgr at the property, ****** and expressed my concerns and asked for pictures of the accusations. It took her at least a week to respond. After I finally received a response and pictures, I sent ****** an email along with before and after pictures. I sent her a follow up email about a week later. To this date, I have not received a response from her. Also, the statement I received regarding my deposit, only noted a $200 deposit. I paid a $500 deposit prior to move in. I've attached pre-move in pictures and move out pictures. The first set of pictures were taken 7/14/23, just days before I moved in. The second set of pictures, were taken the day I moved out. I am requesting that my concerns are reviewed and my security deposit is refunded to me...

  Business Response

  Date: 11/27/2024

  Dear *******,

  We take all feedback seriously and appreciate the opportunity to address your experience. After reviewing your concerns, we have reached out to you directly to address the matter. As part of our resolution process, we have refunded the remaining balance of your deposit in good faith. Please know that we strive to maintain open communication and aim for a fair and positive experience for all our residents.

  We apologize for any inconvenience caused and appreciate your efforts in ensuring the condition of the unit upon your move-out. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  

  Sincerely,
  ******* *******
  Regional Manager
  880 *** Management Team

• Initial Complaint

  Date:11/21/2024

  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.

  Rented an apartment under their management. Moved out 8/24/24 due to lease was up. Always had issues with maintenance not fixing A/C in middle/most of summer. Once we moved out, I didn't have a forwarding address to give them but kept in contact with them. Once I found a location to forward mail I contacted office and they gave me email to send my information to. Even after supplying them the information, I have not heard anything from that email address, but kept in contact and even checked portal for over a month to make sure no additional charges weren't missing. Called them multiple times checking just incase. Found out today 11/21/24 that they sent us to collection for carpet cleaning and past dues.Contacted them today and tried getting further detail. Lady said even though we paid the monthly deposit fee we still owed so instead of contacting or letting me know the multiple times I called them, they just sent to collection. Asked lady on phone to send me copies of everything and she knew my updated email and address (funny how information was there but never contacted me).I wouldn't of even complained and just paid if I would have known to just be done with them, but now they hitting my credit due to this.Just bad business practice to not inform when customer is asking frequently about these things.I have phone recordings and email timestamps when I contacted them and will be seeing about taking this and seeing about legal matters if possible.

  Business Response

  Date: 11/22/2024

  Can you please tell me which property you formally resided at?  Thank you.

• Initial Complaint

  Date:11/20/2024

  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 Property is ELEA here in ********, Ga and you no longer manage it. While ****** ****** the Property manager and ****** ***** were there, I paid $255 as an admin fee and it was flagged by my card as fraud. I paid with a money order and the card transaction was overturned. I've now paid $560 in admin fee and require my $305 to be returned to immediately. I have proof of both payment methods and transactions thereof. The property management company's (Buckingham Management) property manager states ZRS Management owes me the refund of the $305. l've left a voicemail for ****** ***** and would greatly appreciate this matter being corrected swiftly.

  Business Response

  Date: 12/10/2024

  Hello ******,

  I am very sorry you are having to deal with this issue. Neither I, nor anyone else at ZRS Management, can assist you with this. If it were up to me, I would have already credited this back to your account. Unfortunately, I do not have the access or authorization to do so. When we transitioned the property, we lost access to all resident accounts and bank accounts. All accounts were transitioned over to the new management company, **********. Any monies collected would now be in their possession and they have the access to your account to make the adjustment. I apologize you are getting the run around and I really wish I could help. I would suggest reaching out to **********, as this situation can only be resolved by them. 

  If you have any questions, please feel free to email me at ******************************************************

  Thank you,

  ****** ****

  Regional Property Manager

  ZRS Management

• Initial Complaint

  Date:11/19/2024

  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.

  Ongoing Noise Complaint Issue Dear Better Business Bureau,I am writing to formally document an ongoing issue with persistent noise disturbances caused by a neighbor at ******************** apartments. The primary concern is repeated door slamming at various hours, which has significantly impacted my quality of life. Heavy stomping I hear next door, not above me, next door to me.Summary of the Situation:1.Initial Incident: The problem began on since early September, when I first noticed consistent door slamming from my neighbors residence.2.Attempts to Resolve:I contacted the local police non-emergency number on, but no action was taken to resolve the matter.I have kept a detailed log of the disturbances, noting their frequency and timing.3.Impact: The noise has caused disruptions to my sleep and daily activities, uninhabitable living conditions, a breech in the lease agreement by the property, and creating a stressful living environment.4. After several emails sent to management, there has been ZERO efforts to resolve this matter.Despite these efforts, the issue remains unresolved, and the disturbances persist. I am seeking assistance or guidance from the BBB on how to address this matter effectively, as it has not been adequately handled by local authorities nor by property management.Thank you for your attention to this issue. I am happy to provide further details or documentation if needed.Sincerely,********* ******

  Business Response

  Date: 11/25/2024

  Good afternoon,  Our team has reached out to you multiple times to discuss this complaint in detail but have not been able to reach you.  Please reach out to our onsite community manager, ***** ********* to discuss so that we can resolve this for you.   

• Initial Complaint

  Date:11/18/2024

  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 am having an issue with Provenza at ********** sending documentation to the credit report. I returned my keys on August 30th after residing there for 2 years. I received an email invoice on October 3rd in the amount of $423.50 for carpet replacement. Within my lease, I paid a deposit $350 plus additional $50 per month for a dog which a yorkie poodle less than 7 pounds. The damage they are advising is excessive staining underneath the carpet from my dog which is not accurate. I have a video of a final walk through where I shampooed with no stains. The water from shampooing within the 2 years may have been a factor but thats unavoidable. I reached out to the leasing management to discuss the email on October 3rd up till Oct 8th which I have proof as well. I requested a payment arrangement due to the apartment complex not agreeing thats due to upkeep of cleaning throughout the years I was there. I never received an email back on Oct 8th and followed up again on November 7th due to no response. Once I got a response the assistant manager informed me that it was sent to collections prior to the email on Oct 3rd. After asking for the transfer date, she informed she made an error and it was sent on Oct 5th. After requesting higher up contact information I was provided a opportunity to make payments that their corporate office could not correct. I still requested the managers information and corporate for this matter due to lack of communication before sending out documents to credit reports before I was even able to make a payment. ******** offered to accept payment after a month of sending the report to the credit agency which is not acceptable when the customer had no idea of outstanding charges. The agency has reached out: 11/15/24 advising they received noticed on 10/16/24. I have agreed to pay it and will need this off of my credit report if able due to the ****************** of communication with the property. I have worked hard to maintain a great credit score.

  Business Response

  Date: 11/18/2024

  Once payment has been paid to the clear the debt, it will no longer reflect. We are unable to remove the charges as stated in prior emails and phone communications due to the damages sustained. From the property and management standpoint, we have provided ample documentation and explanation for the charges. With the prior resident threatening to file suit against the community, our attorney's information was also provided as well as having been copied on correspondence.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22561968

  Rejecting response because:

   A recent invoice I received regarding charges that were turned over to the credit company within less than 10 days of notifying me. Additionally, I was read that I had mentioned filing a suit, which is inaccurate.
  I requested the corporate information for your property and indicated my intention to file a complaint with the Better Business Bureau regarding this matter. Its important to clarify that I have never declined to pay these charges; I only requested detailed information about them.
  I did receive a response apologizing for the confusion and outlining potential payment arrangements, which I appreciate. The solution I am looking for is for the credit information to be retracted due to not allowing me to pay whats being request. 
  
  
  
  Sincerely,
  
  Siare ********

  Business Response

  Date: 11/18/2024

  Information about removing the charges from the credit report would have to be discussed with the collection agency. Once the account is paid, they will be able to notate the cleared debt

• Initial Complaint

  Date:11/14/2024

  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.

  Whats wrong The *** staffing mainly the property manager ****** has been anything but helpful. Weve contacted them via email many times and get no responses or fixed outcomes through them. Now that weve gone to the front office theyve taken one of us off the lease and are now thwarting us with violation papers for a couch on our patio saying its patio litter. Weve had black mold the entire time weve lived in our apt and theyve yet to come to a resolution. Theres also a breaker problem that they know about and still havent fixed the oven doesnt work properly and it recently has gotten cold outside and I tried to turn my heater and it smelt like the whole place was gonna burn down and the fire alarm went off I just dont feel comfortable Im not being taken serious especially for how much I pay monthly here I would expect better management. I have tried to resolve issues and get no results I dont feel safe here anymore I feel like the problems are being caused for a reason.

  Customer Answer

  Date: 11/15/2024

  Also I forgot to include that a maintenance man had come up to our patio I had a friend visiting me he talked to him and told him we dont want the smoke from the front threating me about a freaking couch a nice couch at this point we havent even been spoken to by the front about our couch so I go up there and then I get told oh the couch need to go this is multiple times I have had to go out of my way to get information that should have been told to me then after I go up there then they send the emails after I resolve it with Christian and now all of a sudden were getting violation notices, but yet we are still dealing with the fact of black mold being in our vents and its still not being fixed even though ****** said that it would be fixed before i moved in the black mold being a health violation and the basic necessities arent working I would prefer if i could just find a way to end the lease early with no fees or fines or evictions for me just walk away, clean slate for both parties. 

  Business Response

  Date: 11/15/2024

  Thank you, ***** for your notification regarding your concerns at the property.

  We've already taken steps to reach ***** to ensure all repairs are completed in the apartment home. In reviewing our records, there does not appear to be prior written notification regarding any growth in the apartment. During the current residency three work orders were submitted (Attached). 

  Regarding the comment about the heater producing a smell- this is normal when turning on the heater for the first time. 

  There was a work order submitted by ***** regarding the stove not working on October 2, 2024, at 11:55 AM and our onsite maintenance technician, ***** ******, completed the repair by replacing the breaker on October 2, 2024, at 3:58 PM.  We have done our best to be transparent with our residents regarding the breaker issues at the time our maintenance technicians complete the repair.  We are a new construction property and unfortunately, the Fire/Building Code prohibits analog breakers from being used when an appliance is less than 10 feet from a water source.  A recent update was provided to our management team from Construction and a modification of the breakers in question is complete and a shipment of new breakers has been sent out. We expect to fully repair this issue in the coming weeks. 

  While we try to respond to every email and answer every call, there are times we are unable to do so.  In those cases, we have an answering service that allows anyone calling to leave a detailed voicemail so we can return their call as promptly as possible.   

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22557534
  
  I am rejecting this response because:  Date Sent: 11/15/2024 10:21:11 AM
  Also I forgot to include that a maintenance man had come up to our patio I had a friend visiting me he talked to him and told him we dont want the smoke from the front threating me about a freaking couch a nice couch at this point we havent even been spoken to by the front about our couch so I go up there and then I get told oh the couch need to go this is multiple times I have had to go out of my way to get information that should have been told to me then after I go up there then they send the emails after I resolve it with ********* and now all of a sudden were getting violation notices, but yet we are still dealing with the fact of black mold being in our vents and its still not being fixed even though ****** said that it would be fixed before i moved in the black mold being a health violation and the basic necessities arent working I would prefer if i could just find a way to end the lease early with no fees or fines or evictions for me just walk away, clean slate for both parties. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 11/21/2024

  Thank you, *****, for the revised notification regarding additional concerns about the property.
  We are reiterating that we've already taken steps to ensure all repairs are completed in the apartment home,including the growth concerns prior to you taking possession of the apartment on August 25, 2024.  As stated in our prior response, there does not appear to be prior written notification regarding any additional growth in the apartment pertaining to the ** vent located in the living room.
  Our team sent an email on Tuesday, November 12th at 3:56 PM requesting the couch be removed from the patio.  You came into the leasing office shortly after that email was sent voicing your displeasure with our contact attempt and were again instructed to remove the couch.  Our onsite team conducted a patio inspection on Thursday, November 14th and confirmed the sofa was still present,which resulted in a lease violation being issued.  As of this response, the couch has been removed from the patio.  
  Should there be any future concerns with growth being found in your home, we highly recommend that you submit a work order request through the resident portal or call our main office number *************) after hours and select the emergency maintenance option.  
  We understand that it can be frustrating when policies are enforced; however, those polices are in place for the betterment of the community and all lease holders.
  
  

• Initial Complaint

  Date:11/10/2024

  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.

  ******** ***** Flats During my time in the unit, I experienced numerous water leaks from the unit above, resulting in significant damages that were addressed inconsistently by third-party vendors. One of these incidents, which occurred in June 2022, led to a broken interior closet door. This damage went unrecorded in the propertys system, and Im now being held financially responsible for ***** June 2022, after noticing the broken door following the most recent leak, I spoke directly with the then-Community Manager, **** ******, who documented several related maintenance issues by email, including recurring carpet replacements and ceiling and wall repairs. At that time, I also received approval to terminate my lease early due to the repeated disruptions; however, I chose to stay on for personal reasons. Because we discussed the door damage in person rather than by email, I did not have it readdressed, especially after multiple prior repairs and visits to my unit became disruptive to my work-from-home setup.Upon moving out, I informed ****** of these issues, assuming past records would note these maintenance efforts and damages. Unfortunately, it appears that these were never documented by the prior management, Knightvest.Additionally, I was surprised to find that my ex-partner, who was removed from my lease over a year ago, was copied on the move-out invoice email containing my new address. Despite multiple efforts to remove him during Knightvests tenure, it seems that *** referenced outdated records instead of the most recent lease.Given the sensitive nature of my information, I am concerned about the lack of adherence to updated records and would like to discuss this with upper management before proceeding with any payments. I would appreciate a conversation to address these concerns and determine a solution that acknowledges the ongoing challenges I faced and the incomplete records from Knightvest.

  Business Response

  Date: 11/12/2024

  Thank you for reaching out.  Weve reviewed your concerns collectively with you and have taken the following steps: 
  

  Were currently working with Knightvest to verify any available records on the prior damage to your closet door but as a good faith gesture we have removed the charge for the door replacement.     

  We have also corrected your file to reflect your current contact information exclusively.
  

  Thank you for your patience and allowing us to resolve the issues you brought to our attention.  

  
  

• Initial Complaint

  Date:11/06/2024

  Type:Order 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 am not liable for this debt with 880 *** Apartments/ ZRS, I do not have a contract with **************** They did not provide me with the original contract as requested.

  Business Response

  Date: 11/08/2024

  Dear ******,
  
  Upon review of your account, I have verified the accuracy of the balance due. I have also reached out to you directly to ensure that I can answer specific questions related to your account; please get in touch with me at your convenience.
  
  Sincerely,

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

  Regional Manager

• Initial Complaint

  Date:10/21/2024

  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.

  This company will not give me my security deposit back. I've called and the ONLY option is to leave a message. I've called 20 times and no one calls back regarding $500 they owe me. I was a resident at the ***** in ************ ***************************************************************************************************** for 3 years. The company is fronted by AI and only message options. There is no resolving the problem and no help. I can't even get the operator, which is an option that just hangs up the phone. They are crooks!

  Business Response

  Date: 10/21/2024

  I've spoken to Ms. ******** and explained and confirmed that her $500 deposit was transferred at the time of the property sale on 7/17/2024 to the new property owners who will be able to evaluate eligibility and refund her deposit. I offered my email address to assist in any communication with the new owner should she receive further pushback.