Business Profile

Property Management

ZRS Management LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for ZRS Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

276 total complaints in the last 3 years.
90 complaints closed in the last 12 months.

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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:10/17/2024
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.
I have been trying to get my refund for a security deposit from *** for my rental at *******************************. They will not return my calls. They email me claiming to have sent multiple check but I do not receive their mail. I get all my other mail at my new residence. The money was due in July and here it is October. I have reached out via email and phone calls to the rental property and *** personally and they still have yet to deliver my money due. Please help me.
Business Response
Date: 10/22/2024
Good afternoon, Mr. ********************* you for reaching out. It looks like this check has been sent to the ********************** address two times now. What I can do is void the last check and have a new one cut and ***** to that address you provided so that you have to sign for it. As soon as we have the tracking number myself or the site manager, ******, will reach out with it.
Best,
***** *****
ZRS Management
Customer Answer
Date: 10/25/2024

Complaint: 22439155

I am rejecting this response because:
The address is not ********************** and it appears that yet again it is not coming to me and you guy's are having it returned due to negligence on your part. I have given the office in writing my address multiple times. It is
***********************
Apt 7108
**************, FL 33716
Sincerely,

****** ********
Customer Answer
Date: 10/28/2024
In my last response part of the address did not send. Regardless they know the address as I have given it to them numerous times. But here it is again.
*******************************;
Apt 7108
**************************
I did want to mention that they still have not called or tried to communicate with me at all on this matter and the money has been rightfully due to me for over 4, going on 5 months now.
Business Response
Date: 10/28/2024
We have reissued the checks a few times and checks have been sent on 9/20 and 10/3. We have provided an updated *** tracking number of the most recent check of ********************* of now it says the package was returned to sender from ***. We will attempt again to get this to the resident.
Customer Answer
Date: 10/28/2024
Please make sure they're aware of the address. They keep saying Saint ********* and it's *****************

*******************************;
Apt 7108
**************************

I would also like a tracking number form them as well since they still have not called me in regard to this issue.
Customer Answer
Date: 10/29/2024

Complaint: 22439155

I am rejecting this response because: Date Sent: 10/28/2024 7:39:26 PM
Please make sure they're aware of the address. They keep saying Saint ********* and it's *****************

*******************************;
Apt 7108
****************, ********

I would also like a tracking number form them as well since they still have not called me in regard to this issue.

Sincerely,

****** ********
Business Response
Date: 10/29/2024
The package was returned to the office. We are shipping out again today to the address provided. The new tracking number is 1Z2EX8210398247594. Thank you for your patience.
Initial Complaint
Date:10/12/2024
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.
My lease prohibits the use of marijuana as well as prohibits smoking. My apartment is once again filled with the smell of marijuana which causes me migraines and causes me to lost the ability to work as I work from home. As a person with a disability, your complex seems to easily discriminate considering it took 6 weeks to get service requests fixed and they automatically cancel requests regarding marijuana smell.
Business Response
Date: 10/30/2024
Hello
My name is ****** the property manager for The ***** ******* property, I already spoke with the resident that we are working on the situation, I already send notice to all resident on that building.
Please let me know if you have any questions or you can call me at ************.
Thank you
Customer Answer
Date: 10/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:10/07/2024
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.
My roommate and I moved out of the *************** Luxury Apartments on 8/8/2024. On 8/15/2024 we were e-mailed that we'd be getting a deposit refund of $452.74. We have yet to receive said refund and are beginning to feel disrespected by the nonchalant and dismissive approach this management is moving in. We spoke to a team member named **** on 8/15/2024 and we kept getting the same response to keep waiting for it. Now our phone calls aren't even being answered when we reach out to resolve this issue. This isn't the first time finances through this management has been a trouble for us and it's very concerning and aggravating to say the least. We would appreciate our owed refund as quickly as possible as well as an apology from someone in management for the unprofessionalism.
Business Response
Date: 11/05/2024
Good Afternoon, Mr. **************** sincerely apologize for the delay in your security deposit refund. The address we had on file was incorrect and we had to void and reissue the check. We sent the refund by ***** as Certified Mail. Our records indicate that the payment was left with individual at residence on 10/28/2024, at 3:41 PM, also attached to this response. Please reach out to me directly at **************************** should you need any additional assistance.
Sincerely,
******** ********
Regional Manager

Customer Answer
Date: 11/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:10/04/2024
Type:Sales and Advertising 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.
Residential apartment complex unit flooded by the apartment upstairs and is now uninhabitable. No alternative apartment or accommodations (similar or not) were provided by apartment complex. Sent correspondence requesting release from lease and relief of required payment with no reply. We seek the apartment to take responsibility for the time the unit became uninhabitable. Prorating the rent received for September and refund of the security deposit held. The lease and lack of communication and answers has necessitated payment for the October rent for the unit that is still uninhabitable. Further the apartment complex is using our utilities for water mitigation, causing an exorbitant utility cost. With that we also request the apartment complex cover the utilities they have used during the restoration on our account. We are simply asking for answers to be able to secure long term housing and for our financial liability to be what we have had access to and use of.
Business Response
Date: 10/07/2024
Can you please let me know which property you are talking about?
Initial Complaint
Date:10/03/2024
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.
I rented an apartment and gave them notice I wouldnt be renewing my lease. I was charged an early termination fee because I gave my keys to them a few days early because of my work schedule. Instead of contacting me they immediately sent a collection on my credit for this early termination fee.
Business Response
Date: 11/01/2024
Good afternoon,
My name is **** ****** and I'm the regional manager for Nova 1400. I apologize for the delay but it took some time researching the account and then reopening the account in order to make the changes. The early termination fee was removed and there were no damage charges added so a refund of the deposit at $150 has been issued and will be sent to the forwarding address left at move out. This takes an average of 3-4 weeks to be cut and sent so please keep us updated around the end of November if you haven't received anything yet. In addition, we'll be sending this to the collection company in order to have them remove the charge from reporting.
Thank you,
**** ****** | ZRS Management.
Customer Answer
Date: 11/01/2024

Complaint: 22376632

I am rejecting this response because:
I need to know how this is going to affect my credit because my score dropped a significant amount due to it going to collections and there was no effort on your end to contact me about this. Nor was I told in office this would happen? My credit has taken a huge hit because of this and its going to take months to repair. Also the 150.00$ needs to be mailed to ******************************************
a judge would agree some sort of compensation should be issued for the negligence of your company and the fact that its ruined my good credit score.
Sincerely,

***** *****
Initial Complaint
Date:10/01/2024
Type:Service or Repair 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.
It has been over 5 weeks since submitting a service request to repair weatherstripping (I can see sunlight around my door) and fix the broken chain on the back door (which was broken before I moved in) and ask about getting a peephole that I can see out of. When it rains, water seeps INTO the unit and the gutter repair still causes leakages. This also causes roaches to enter due to the gap around the door.I have had numerous issues with incorrect monies owing (it will be interesting to see how long it takes for them to update my November rent owed due to a lease signing promotion) and it takes multiple emails to get this fixed. Should this not be taken care of, I will have no recourse but to put the November rent money in escrow with the county clerk and get this matter before a judge.
Business Response
Date: 10/02/2024
Can you please tell me which property you reside at?
Customer Answer
Date: 10/02/2024

Complaint: 22365674

I am rejecting this response because: This was the only option I had in order to provide the information they requested.
I’m sorry I didn’t mention the property - it is the Sands Orlando. I have had to make numerous complaints about the marijuana smell from next door that overtakes my apartment and ever since I made those complaints, my service requests get automatically marked as completed (without any work done) or cancelled.

Sincerely,

Kristen Warner
Customer Answer
Date: 10/02/2024
Could you please add into the complaint that once again my bathroom smells like someone was smoking a joint in there? I get severe migraines from the smell of marijuana and I should be free to personally enjoy my apartment.
Initial Complaint
Date:09/24/2024
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.
I am writing to express my deep frustration with the handling of our recent move-out from ********************** in *************, **. After almost four years of living there, my wife and I were forced to leave due to ongoing property management issues that became unbearable. When we moved in, we were told we were renting a renovated apartment. Instead, we found old fixtures, outdated appliances, broken window shades, and warped floorboards. Despite multiple service requests, these issues were ignored. Over the years, we reported leaks, mold in vents and the water tank area, and strange odors, all of which went unaddressed for far too long. I have photo and video evidence of this, including emails showing delays blamed on management being on vacation.Additionally, unannounced construction for wood rot and mold forced my family to stay in a hotel due to the noise, dust, and smell. This disruption lasted almost two months with little communication from management.After moving out on August 9th, 2024, I received $67 from a security deposit, and on September 16th, 2024, an unexplained $570.27 bill from **********************. I understand paying the utilities and would like to reach an agreement.I have contacted both ZRS and Runaway Bay via your websites and have heard nothing in return. This lack of communication is unacceptable. I demand an immediate explanation for this bill and a resolution to these issues.
Business Response
Date: 10/09/2024
Mr. Moore, Attached is the final account statement that was sent to you on August 15, 2024, outlining the charges incurred in accordance with Florida Statute 83.49(3). The balance has been submitted to your deposit insurance provider, Jetty, for reimbursement, and they have forwarded the billing to you.
If you disagree with Jetty's assessment, you may contact them directly to dispute the invoice, as they are an independent third-party company.
Initial Complaint
Date:09/20/2024
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 have been trying to reach someone to fix the issues with my portal and I was kicked out. I was told my automatic payment did not work, but then got charged twice and lockout. I have late fees when my rent was paid on time
Business Response
Date: 09/23/2024
Dear resident,
we have maintenance happening on the portal causing you to not be able to access anyone online portal. We will have the office contact you to go over your account if you could email *********************************** we would be happy to look into this for you.
regards,
Brookhaven Collection Management Team
Initial Complaint
Date:09/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have living in this complex for almost 4 yrs. When I moved in I paid a Deposit of $1115. We were approved a transfer to a bigger unit, first the deposit was never posted on the ledger. When you call the office the management never have time. ****** are never answered emails are never looked at. They are very friendly but not very organize. Now I am being charged another deposit after I was told my original deposit goes with me. Still have not had a straight answer.
Customer Answer
Date: 09/16/2024
The deposit is now on my ledger after I paid the $300 but in my new lease it states $300 was the deposit. The lease was made for 10 months I was never informed of that I was under the understanding it would be for 12 months in addition the front office said that it is 10 months so I can get that rate. When I asked about the difference in deposit she said I would not receive anything.
Customer Answer
Date: 09/16/2024
The deposit is now on my ledger after I paid the $300 but in my new lease it states $300 was the deposit. The lease was made for 10 months I was never informed of that I was under the understanding it would be for 12 months in addition the front office said that it is 10 months so I can get that rate. When I asked about the difference in deposit she said I would not receive anything.
Customer Answer
Date: 09/19/2024
After moving in we have had nothing but issues the refrigerator has no glass shelf, the dish washer is full of old water, garbage disposal doesnt disposal doesnt work. We were given the keys at 7 o clock at night because maintenance was supposed to check all appliances which were not. The managers and maintenance supervisor are just disregarding residents especially move in.
Business Response
Date: 09/19/2024
Good afternoon,

I have updated your account.We only show a $300 security deposit on hand that is reflected on your account.The remaining $815 from your original deposit has been applied to your resident ledger and reflects a $1,149.91 credit that can be applied to your October rent.

If you have maintenance requests, please submit them through the portal so they can be tracked. We have no way of knowing what is outstanding if you do not submit them. Unfortunately,the Maintenance team cannot take verbal work orders because work orders require permission to enter.

The office team can walk you through the resident portal and how to submit your work orders.

Below is the documentation of your account and lease. Please let me or the office team know if there is anything else we can help with,
Customer Answer
Date: 09/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************
Initial Complaint
Date:09/11/2024
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.
We moved into ** this year in the summer and took over a lease. The aprtment smelt moldy and mildew really bad. In July we brought these issues up to ***** at the front office who wrote them all down. At that time what was on the list was bathroom fan, laundry light, toilet toilet seat. air duct. kitchen drawers and much more. We have consistently brought up these issues to the office. During this time our AC was leaking as there was no proper water flow system put in. It cause water to seep through the walls and onto our floor and under the baseboards. This happened over a weekend Our Ac unit drywall is heavily damaged on the bottom. We have moistuire in our apartment. We have had a mold test come back positive and the property manager wants to say there is no need to replace the drywall and refuses to acknowldge the mold test or send someone out to fix the issue or even inspect it. We have pictures galore of all this stuff and would be willing to share them. At this point our rent is also due but we live in a an apartment that is not livabale conditions.
Business Response
Date: 09/24/2024
Good afternoon, these issues have now been addressed and we are happy that you satisfied with the results.

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ZRS Management LLC is NOT a BBB Accredited Business.