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

  20525 S Charleston Boca Raton, FL 33434

• 

  ZRS Management LLC

  7600 Highmeadow Dr Houston, TX 77063-4800

• 

  ZRS Management LLC

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

• 

  ZRS Management LLC

  1919 Clarendon Blvd Arlington, VA 22201-2918

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:09/10/2024

  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.

  - moved into this apartment on sept 1st.- found 11 bugs in one day. - oven did not work upon arrival - found way more bugs since Ive been here. - bugs are now going onto my bed. - cracks in walls - missing cabinet bottom - holes around entire unit.Please email me for images as it is not attaching below due to MB size.

  Business Response

  Date: 09/24/2024

  Ms. Lewis, can you please tell me which property you reside at?

   

  Customer Answer

  Date: 09/24/2024

  THE RYON (RICHMOND TX) 

   

  Monday 9/9- I went downstairs because more bugs arrived and during the meeting with the property manager a ROACH was in her office which led to me standing on her chair then her desk because she told me to stand on her desk. Alongside the roach was a mouse trap, this was horrible. Due to obviously a roach being in her office which was the point of the situation down, she broke the lease and told me I will not owe anything. However, I lost $4k total (shipping my car there and back, flights and transportation and shipping my house items there. I have spoken with an attorney before the meeting as I am not satisfied with the way that this was handled before move-in. I have made videos/taken photos of the condition of this apartment they’ve allowed me to move in when I was approved to move in for September 1st in July. They’ve had enough time to pesticide the place, close all holes through the units and to get rid of the bed bugs that according to the mgr said if the neighbors has bed bugs it’ll travel to everyone’s units. I am looking to be reimbursed for the money I’ve lost on getting me/my items to this apartment. 

  Customer Answer

  Date: 09/24/2024

   
  
  Complaint: 22259121
  
  
  
  I am rejecting this response because: 

  THE RYON (RICHMOND TX) 
  
  Monday 9/9- I went downstairs because more bugs arrived and during the meeting with the property manager a ROACH was in her office which led to me standing on her chair then her desk because she told me to stand on her desk. Alongside the roach was a mouse trap, this was horrible. Due to obviously a roach being in her office which was the point of the situation down, she broke the lease and told me I will not owe anything. However, I lost $4k total (shipping my car there and back, flights and transportation and shipping my house items there. I have spoken with an attorney before the meeting as I am not satisfied with the way that this was handled before move-in. I have made videos/taken photos of the condition of this apartment they’ve allowed me to move in when I was approved to move in for September 1st in July. They’ve had enough time to pesticide the place, close all holes through the units and to get rid of the bed bugs that according to the mgr said if the neighbors has bed bugs it’ll travel to everyone’s units. I am looking to be reimbursed for the money I’ve lost on getting me/my items to this apartment. 

  
  
  
  
  Sincerely,
  
  
  
  Allyssa Lewis

   

   

   

  Customer Answer

  Date: 09/28/2024

  THE RYON HAS STOPPED THE PAYMENT ON THE REFUND CHECK THAT THEY OWED ME. MY BANK CONFIRMED THE PAYER CALLED AND STOPPED THE PAYMENT. 

  Business Response

  Date: 10/08/2024

  on Allyssa Lewis #8305. Allyssa Lewis moved into #8305 on September 1, 2024.  On Wednesday, September 4, 2024, Ms. Lewis came into the Leasing Office to turn in her Inventory and Conditions Form. It was noted the there was bugs in the unit. EnviroSmart Pest Control came out the same day Wednesday, September 4, 2024, and reported that there was no active infestation found during the inspection. On September 7, 2024, Ms. Lewis came into the Leasing Office and spoke with Cynthia.  Cynthia stated that Ms. Lewis claimed that there were bugs in her apartment, and she wanted to speak Management. I was off on Saturday September 7, 2024; However, we spoke the Ms. Lewis upon my return on Monday September 9, 2024. Ms. Lewis expressed her dissatisfaction with the alleged bed bugs in her apartment and she wanted to be excused from the contract without penalties. I received approval to terminate the lease contract. Ms. Lewis moved out of the unit the same day on Monday September 9, 2024. I scheduled another pest control inspection on September 11, 2024, with EnviroSmart. EnviroSmart reported that there was no active infestation found during the inspection.

  Customer Answer

  Date: 10/14/2024

   
  
  Complaint: 22259121
  
  
  
  I am rejecting this response because:
  
  Melonee stated i will be getting a refund on September 9th for the days I did not live in the unit. The property issued a check and then stopped it purposely. These people are known for being scammers! ZRS MANAGEMENT/ZRS APARTMENTS have horrible reviews everywhere. 
  

  They stole from me and my images/videos prove this is a bug infested apartment as it shows the bugs coming out of holes. Please keep in mind, pest control came once when i was on the phone and he told me he is just spraying two places which was a cabinet and behind the washer. He did NOT look for any bugs as I told him i killed some a few hours before he arrived. Property manager lied under my review stating they have came “multiple times” yet this confirms they only came once when i was there then another time when i did not reside there which who knows if this is true. Horrible management!! 

  
  Sincerely,
  
  
  
  Allyssa Lewis

• Initial Complaint

  Date:09/09/2024

  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.

  I moved out of a ZRS management property (Park at ********** in ****, **) on June 24th. I have yet to have received my deposit for ****************. I've tried to email and call with no response. Their lease states they are supposed to release the deposit one month after giving back the keys but we are now approaching 3 months with no idea of when i'll receive it.

  Business Response

  Date: 09/16/2024

  I spoke with ****************** on 9/16/24 at approximately 5:45 pm and we discussed his concerns regarding the return of his security deposit. I discussed the internal accounting process that refunds go through and let him know to expect payment within the next 2-3 weeks. I advised ****************** that I will follow up with a check number once the check was cut and mailed next week. I confirmed the forwarding address and the amount of the refund for ****************** to expect. Thank you!

  Customer Answer

  Date: 09/17/2024

   
  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:09/04/2024

  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 is a 17 story building and two of the three elevators are not working leaving only one functioning elevator. The stairwells are not well lit, with many floors, having no lighting at all. And there is no access to every floor when you are taking the stairs- HUGE safety concern. The one elevator that is working has so much stress on it and has such a high wait time that if there was an event of emergency or health issue emergency services would not be able to get into a unit within a reasonable time.This building constantly has the elevators going out, taking up to two months for them to be fixed- just to malfunction and break down again. One of the elevators dropped a resident from floor 16 to floor 4 before the emergency brakes kicked in.The building management company requires we pay rent. We pay amenity fees yet. They absolutely do not live up to their end of providing a service for us.We also have frequent trespassers on our property, taking over our pool area, refusing to leave and refusing to provide any resident that they are here with on Monday September 2nd, 30 trespassers took over the ******** area. Security and management were unable and unwilling to do what was necessary to ask and require the trespassers to leave. Management has ignored every phone call and email sent by residents. I feel incredibly unsafe. Security is not sufficient, the elevators leave me with anxiety and uncertainty and I feel unsafe with them.This is not the service I pay for. This is not ethical and management refuses to take residents calls. They have lower level leasing agents returning calls. Anyone with a management title at *** will not talk to the residents directly which is unacceptable.

  Business Response

  Date: 09/13/2024

  Thank you for bringing your concerns to our attention. We understand how crucial reliable elevator service is and we regret the impact this issue has had on your daily routines. Please rest assured that we are actively communicating with our elevator service provider to expedite repairs and resolve the situation. We will send out a notice with an update on the repair schedule as soon as we have a confirmed date.
  
  Additionally, our maintenance team is prioritizing all reported issues, including stairwell lights. Inspections started last week with repairs to follow to resolve these problems promptly. Please report any other additional maintenance items through the resident portal so that maintenance can be alerted to the issue. Our maintenance team will assess and address this concern as quickly as possible.
  
  We are arranging a meeting with our patrol service to review and resolve the concerns you have raised. We are committed to finding solutions that are beneficial to all residents.
  
  To ensure smooth use of the amenities, we will be sending out a reminder to all residents about the guest policy. This will help maintain the quality and accessibility of the amenities for everyone.
  
  Please know that we are committed to addressing these matters as quickly and effectively as possible. If you have any further questions or need immediate assistance, please do not hesitate to contact us directly.

• Initial Complaint

  Date:09/04/2024

  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 2/16/24, I withdrew an application to rent an apartment at ****** on the Trail in *******, **. ************************* with ZRS Management said that my administration fee would be refunded by check mailed to his office within 30 days. After 30 days, I followed up with no response from ******. When ****** finally did respond on 4/11/24, he said he'd follow up again in 24 hours. On 4/15/24, I followed up again as I still had not heard back about the refund. On 4/22/24, I decided to contest the charge with my credit card company as it seemed the check was not happening. ZRS Management attempted to fight the charge cancellation and then called me to say the check had been destroyed. I explained that I had not heard back from them and felt they were ignoring my correspondence which is why I contested the charge. *********** (my credit card company) also ruled in my favor. I thought this issue had been resolved as they never called or wrote, but on 9/2/24, I received a notification from Experian that I had been sent to collections for $255 owed to ZRS Management. ZRS Management never contacted me to say that this issue was unresolved nor did Pro Collect (their collection agency) send me a warning or notice of collections to attempt to resolve the issue. My credit has been negatively affected due to the lack of communication from ZRS Management and Pro Collect, so I am asking for BBB's help to resolve this issue and restore my credit. Please see the attached correspondence with ZRS Management as well as the letter I sent to ***********.

  Business Response

  Date: 09/10/2024

  This particular case had a total of 2 applicants and 2 methods of payments used. The total fees that were collected at the time of application for both applicants was $460. They canceled the apartment move in and we agreed to refund the administrative fee,the application fee is not refundable. 
  
  Fee Breakdown
  Application fees = $200 (2 x $100)
  Administrative fee = $250
  Misc. fee for 3rd party processing $10 (2 x $5)
  NSF Fee - $75 Due to chargeback
  
  1.) Amount to be refunded = $250
  2.) We mailed out the refund check for this applicant and their co applicant on 2/21/24.
  3.) On or about 4/11/2024 the applicants advised us that they did not receive their refund checks. 
  4.) On 4/12/2024, the manager requested the checks be reissued and sent to the property leasing office so they could pick them up. We received them on or about 4/19/2024.
  5.) While preparing to notify the applicant,we received 2 charge back notification from each of the credit card companies.
  
  Since these charge backs came through and the applications fees were still due, we were still owed a total of $285. NSF Fee $75, Application Fee $200, Misc. fee for 3rd party processing $10.They were sent to collections in the amount of $230 which is less than what is actually due to the property.
  

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22239569
  
  The root of the issue seems to be a lack of communication from the leasing office which is why we contested these charges with the credit card companies in the first place.  As per the attached email chain, the leasing office was originally supposed to tell the accounting department to send the check to the leasing office and not the address on the application as applicant was moving on 2/23/24. Mail forwarding service was initiated on 2/23/24, so if the check was indeed sent on 2/21/24, it was not received by applicant.  
  
  As per the attached email on 3/16/24, applicant began to follow up on the refund check when it was not received.  Three emails as well as phone calls were made until applicant received a response from the leasing office on 4/11/24.  The response indicated that the leasing office would follow up with the accounting department and respond back within 24 hours, which did not happen.  At this point, applicant followed up again, without response, before notifying the leasing office that applicant would be forced to contest with the credit card company as applicant had not received an email or call back about the status of the check.  It wasn't until after the credit card charges were contested that applicant received a phone call stating that the check was at the leasing office.  Applicant offered to reverse the charges and pick up the check, but was told that it was destroyed and would not be reissued. 
  
  Applicant proposes the following to settle the issue.  The refund due to applicant was $250.  Currently, applicant received a $430 reimbursement from the credit card companies ($230 to ********************* and $200 to *************************), so applicant owes $180.  Applicant proposes that the $75 *** fee be split equally, so that applicant and leasing office each pay $37.50.  As such, applicant will pay $180 plus $37.50 of the *** fee, for a total of $217.50.  If agreeable, please notify applicant and confirm with the collections agency so that applicant may make payment and close the case.    

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

  Business Response

  Date: 09/16/2024

  Hello, Yes, we will agree to the applicants paying a total of $217.50 to clear this balance. We will notify the collection agency of this change.

  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.  I will pay $217.50 with the collections agency.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/30/2024

  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.

  Have had an issue with water intrusion in my apartment, has been going on over OVER ONE Year! Numerous attempt to correct and find the source of the water. Have had numerous false claims of will be fixed repaired by a certain date and that had not happened. I have moved my furniture to allow work space, covered the furniture to protect it, several times, moved my computer printer and finally moved my entire desk top out of the room. , all under false pretenses of they were coming to do the work. Nothing was ever completed by the dates promised. Final date set and I asked that furniture be covered and the room cleaned after work completed. It involved opening a large hole in the ceiling an then plaster and painting. Furniture was not covered and the room was a total mess, Apt. manager aware and here to witness the mess. ZRS has offered 2 weeks rent free till the end of October. But I feel that I am owed way more than that. I have been paying for a 2 bedroom apt. and have not been able to utilize the space to capacity for a year. I have made several attempt to call or contact the corporate office here in ************, but no one has yet responded. Now I am in jeopardy of securing my next apt at an a affordable rate. something needs to be done to rectify this situation. I have also worried about mold in the room as the walls along with window ***** and ceiling have been wet. Your assistance is greatly appreciated!

  Business Response

  Date: 09/09/2024

  Dear **********************, 

  While we understand the frustration and are sympathetic to your concerns, the repairs in your home were investigated when reported, and had an ongoing repair program implemented. Upper management, vendors, and ownership worked cohesively with the onsite team. As the regional manager that oversees the community you reside in, I never received a voicemail that should have gone to my extension; I was however, involved in the process of your repairs and was able to provide the approved options for you to consider as you endured the inconvenience of repairs. It is my understanding you declined a property transfer and other alternative solutions when these were offered earlier in the process and more recently when your lease was up for renewal. Upon recent events after you chose to not renew this year, we still agreed to extend your lease month-to-month with the date you provided, along with 2 weeks free and the previously received git card for your inconvenience. 

  Again, we truly apologize for any inconvenience you may have endured the last few months of your residency; however, repairs were investigated when brought to our attention along with the repair program implemented. Should you need any further information or assistance prior to your departure, please feel free to contact the onsite property manager or myself. 

  Sincerely, 

  ***********************, Regional Manager

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22219942
  
  I am rejecting this response because: I feel that over one year to correct this problem is unacceptable. I was inconvenienced on MULTIPLE occasions. I MOVED furniture and computer by MYSELF  on several occasions.  Also, why have I have been paying rent for a two bedroom apartment and not able to utilized the rented space to maximum capacity. I had concerns over mold growth.  Yes you are correct, I chose not too renew because I have lost faith in this management company. Furthermore moving to an alternate apartment would not solve the problem, It is still in the same compromised building. Other repairs to the building have caused me great concern, such as the wall that  was buckled and appeared to have structural damage in the stairway in building one  That repair was very long in coming to completion. I appreciate the over given to me, but in my heart I felt I deserved more. The on site team here has been absolutely outstanding and truly empathetic. After the repairs where FINALLY completed the room was a total mess. The company you hired did not do as instructed. paint  on furniture, dust plaster everywhere. ******* was here and witnessed and actually had to come up HERSELF and clean. That is totally humiliating for her. I felt horrible! I really feel you could have done more. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/22/2024

  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.

  I moved in the apartment 8/8/23. When I was supposed to moved in 8/3/23 and they had to change apartments several times. After I moved in I told the apartment complex we need grills for the stove. They took until January of 2024 to deliver the grills and now we getting charged for 30 bucks for a dirty grill the maintenance delivered. I have pictures of it. Then they trying to charge 25 bucks for microwave that was not clean when we moved in. Also the washer and dryer never worked and caused alot of leaking water in the apartment which they charged us and it took 4 months before they delivered and then it broke down a week later. Also for months I complained of the 1st bathroom and how it had mold and tub and hole in the top. I told the maintenance they would check it and fix the tub. Now we getting charge 300 bucks for painting of the tub. Also the first bathroom didnt flush for months we told them and it took over 3 months to fixed it.Also they never fixed the mold in the apartment and it got worse in the bathroom Also I have pictures of the big hole in the bathroom. Also we didnt have Ac for months. Also we vaccinated out on the 8/6/24 I asked to do a walk through and they told us no. They just said we do are own expectations and send your refund to the new address. They charged us 675 for staying one extra day over. I have called the front office several times and no picks up the phone. Everytime you go to office its different staff up there and they speaking in Spanish which is so unprofessional and laughing. Also they have really bad attitudes when you want to speak to management. They going to send someone out. When the maintenance people come they rude and it take them months before they fixed stuff. I spoke with some of my neighbors and they are moving out cause they maintenance not fixing things in the apartment. They just patch up and makes notes that the order was completed and it never was. ZRS made their property unattainable.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went through a lot of problems with ZRS Management and their three Property Managers since they took over in 2020 while living at ************************************************ To make matters worse they withheld my security deposit with zero communication, I emailed ****** ***** and their territory manager, ******** ****** several times and tried to call but no response, no letters, emails, or phone call.They mailed me a plain check for $151.59 however my security deposit is $808. The received check is not deposited. I need all my money back.I am hoping to get this resolved amiably with no further delays or costly procedures.

  Business Response

  Date: 09/09/2024

  Good morning, 

  The disputed amount and the final account statement will be reviewed to go over any discrepancies and the manager ****** ***** will be reaching out to you shortly to go over what we're able to do including if any additional checks can be sent. 

  Thank you, 

  **** ****** | Regional Manager

  ZRS Management

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22178478
  
  I am rejecting this response because: I paid utility bills every single month, and was charged twice for utilities on your first month using Real Page when you took over the management of the property, check Statement 05/21/2020 and refer to my lease term prior July 2020 signed with the previous owner.
  
  Sincerely,
  
  ***** Tildi

• Initial Complaint

  Date:08/16/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to move into The Manor in ********** in July 2024. In the weeks leading to my move, I was completely ghosted by the staff. I sent countless texts, emails and phone calls to ask about my lease. I also sent multiple emails with my moving docs (renters insurance, power set up, etc.) All went unanswered. The communication was so inexistent, at one point I even started thinking I had fallen victim of a rental scam. Someone magically appeared a few days before my moving date, saying they had been undergoing a lot of changes. Apparently, thats a valid excuse for them to ghost people that are about to move in. The building appeared to be completely mismanaged and understaffed. This experience left a really bad impression, and this certainly was not the kind of community that I want to move into. This was my experience as a prospective resident, I cant even imagine what actual residents must go through. They stole my $500 deposit that I paid when I applied, and they are now refusing to refund it to me. So they basically ghosted me, caused me a tremendous amount of stress and uncertainty, and kept my $500 deposit. I shared my concerns with the assistant property manager who wouldnt budge. I asked her to give me the contact info of the property manager or the regional manager to share my experience, and she never responded to me and completely ghosted me. This was the most hellish experience I ever had moving into an apartment. Everyone be aware!!

  Business Response

  Date: 09/03/2024

  To whom this may concern, 

  In accordance with the qualification guidelines and criteria signed at the time of applying, this applicant would not have been entitled to a refund seeing as the application was approved and cancelled outside of the allotted timeframe. However, given the experiences sited at the time of communicating with an Office employee, a request was submitted to have their fees returned. This request was approved the same day, and this applicant was made aware, prior to the complaint date placed with the BBB. A phone call was made to request the applicants current address, so the refund check could be properly issued. No response has been received. This check will be sent to the applicants last known address, if a forwarding address is not provided. 

  Warm regards.

  Customer Answer

  Date: 09/05/2024

  The property manager **** left me a voicemail on September 3rd, saying that they will refund me the $500 app/admin fees I paid,  and that they want to confirm the address where they should be mailing the check.

  
  I reached back the same day by email to confirm my mailing address. I am awaiting confirmation that the refund check has been mailed.

   

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22156114
  
  The property manager **** left me a voicemail on September 3rd, saying that they will refund me the $500 I paid,  and that they want to confirm the address where they should be mailing the check. I reached back the same day by email to confirm my mailing address.

  I am awaiting confirmation that the refund check has been issued and mailed.

  
  

  Business Response

  Date: 09/23/2024

  As discussed with the previous applicant, the site went through a sale and was in process of transitioning bank account information, resulting in unforeseen delays. This check was issued on 9/11/2024, check number *****. Since the forwarding address provided is in ******, we kindly requested that the check to be mailed to our site, so we could ensure that the payment was sent (with tracking) to ******. We are in possession of this check, and it will be sent out (with tracking) tomorrow, 9.24.2024. 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22156114
  
  Hello, I would like to please get the tracking number of the check once it has been mailed.

  Thank you

  Business Response

  Date: 10/07/2024

  ******* check was sent (with tracking) on 9/26/2024. Tracking number 1Z0E08686808089267. This package was delivered to the address provided on 10/3/24. This refund was sent as a courtesy. In accordance with our qualification guidelines and criteria, which were signed at the time of applying, no refund should have been issued. 

  Customer Answer

  Date: 10/07/2024

   
  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,
  
  ***** B

• Initial Complaint

  Date:08/09/2024

  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.

  This case relates to The *****, located at *************************************************************************************** by ZRS. Property management employs false advertising and deceptive tactics to secure lease agreements. In this case, as documented by the attached screenshot, the propertys website promoted offering of a $500 **** gift card for applying by 5/5/2024 and 6-weeks free for move-in by 6/15/2024. The attached documents verify that my application was submitted on 5/5/2024 and lease term began on 5/11/2024.While the 6-weeks free was distributed across the lease term, the $500 **** gift card has not been delivered as of 8/9/2024 (almost 3 months after move-in). Ive inquired about the gift card with front desk staff on several occasions and received vague explanations. Most recently, on 7/28/2024, *** offered a new excuse that gift cards were stalled due to an issue with community rewards. If there is, in fact, an issue with community rewards that delayed delivery of the gift card, property management should proactively provide some form of communication to update eligible recipients, like myself. The absence of any communication from ZRS/Property management, along with the vague nature of explanations from front desk staff, suggests that the advertisement of a $500 **** gift card incentive was false advertising.This complaint may be resolved by a personal contact from ZRS Management and prompt delivery of the $500 **** gift card.

  Business Response

  Date: 08/12/2024

  The special ****************** referenced in his letter stated "Apply by Sunday, May 5 and earn a $500 **** gift card on select homes."   The apartment ****************** transferred on site to was not one of the select units the gift card offer was applied to.  

• Initial Complaint

  Date:08/07/2024

  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.

  Hello, my issue with Nova 1400 (managed by ZRS Management) is an extra Insurance Compliance fee. I moved out of the apartment on June 19th of 2024 and on June 21st an Insurance Compliance fee ($35) was added to my account. On June 28th I looked on my account to pay the remaining water bill ($78.21) and noticed the fee. I called NOVA 1400 and was told to send over my insurance documents. I emailed them over and heard nothing back. One month later I check online and see that the fee is still there and so I call again and am told once again to send over my insurance documents but for April instead of May. After a series of emails I have now not been responded too for 9 days and the fee still resides. I have been sent to a collections agency and would like to pay the correct amount to the company. In the email chain they request proof of insurance for April of 2024 which I have added in the supporting documents.

  Customer Answer

  Date: 08/08/2024

  Nova 1400 has agreed to remove the insurance fee. It was the insurance document I sent them in May of 2024. The only issue I have now is that it has been sent to collections as opposed to me paying the company directly. They said they will look into the matter but may not be able to.

  Business Response

  Date: 08/12/2024

  Good morning, 

  The property manager ****** spoke to you on Friday the 9th who ensured that the account is being reopened from our accountants to remove the fee. He will be in contact with you as soon as this is completed. 

  Thank you!

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22108729
  
  I am rejecting this response because:
  
  

  They agreed to remove the fee and was told it would be ***** hours. It has been 11 days and it hasnt been removed online. After speaking with ********** was told to bring in a check for the water bill. I have had someone stop over twice and was told he can not drop it because they were not aware of the deal. It appears as if they have blocked my phone number because every time I call it goes to voicemail and when I call with other numbers it gets picked up. I have sent numerous emails and cant get a response.

   

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

  Customer Answer

  Date: 08/20/2024

  They responded the day after I sent my update. They have since accepted the check. I would like to put the case on pause and Ill cancel it assuming it gets added to the account.

  Customer Answer

  Date: 09/03/2024

  I would like to reopen this case as I believe that I am being strung along. The company has stated that they will adjust this issue and adjust the statement but has not done so. When I spoke to ************ was told it will be ***** hours and it has been 26 days since they verified the removal and 14 days since the check has been received. Attached is the current email chain, the resolution I am looking for is the prompt removal of the fee and showing that the account is closed and paid in full.

  Customer Answer

  Date: 09/04/2024

  Date Sent: 9/3/2024 7:50:29 PM
  I would like to reopen this case as I believe that I am being strung along. The company has stated that they will adjust this issue and adjust the statement but has not done so. When I spoke to ************ was told it will be ***** hours and it has been 26 days since they verified the removal and 14 days since the check has been received. Attached is the current email chain, the resolution I am looking for is the prompt removal of the fee and showing that the account is closed and paid in full.