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            ComplaintsforZRS Management LLC

            Property Management
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On December 30, 2024 I moved out of The Grove Apartments in Millennia, *******, ** in good standing. Left the apartment better than what it was given to me. It's March 6, 2024 and I keep getting the run around about when my security deposit will be issued. A few weeks ago they said it was being overnighted than said that request got denied a few days after I was told it sent. They say its being processed than after not sending the funds they say its being processed another date. Its been over 60 days and nothing.

              Business response

              03/06/2024

              Hi ********,

              We apologize for the delay in this. We have had a few checks cut to get this to you. We have cut a new one today which is being ***** to the ******************** (Tracking #1Z2EX8210398131922). As soon as the site receives it they will give you a call to come pick it up.

              Again, sorry for the delay with this! We appreciate your patience!

              Sincerely,

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

              Regional Manager

            • Complaint Type:
              Problems with Product/Service
              Status:
              Unresolved
              I lived at ***************** from October 2022 to December 2023. Upon departure and lease end and after numerous attempts at communication with ****** staff, I have not received the security deposit from ******/ZRS Management. Staff from ****** assured me I would receive it in the mail. It has been three months since exiting the unit. Under ******* law, this company has not fulfilled their obligation upon the lease contract.

              Business response

              03/11/2024

              The claim was filed on behalf of the property which is still under the same ownership. We can no longer access the resident's file or make any dispute as we no longer oversee the asset or have rights to do so. 

              Customer response

              03/13/2024

               
              Complaint: 21369784

              I am rejecting this response because: after another round of communication efforts with the property, they assured me I would received the deposit. This is the third time they have said I would receive it. I have not received anything 


              Sincerely,

              Mia

              Business response

              03/13/2024

              Good afternoon,

              We are not sure where the March 11th response came from,below are updates from what we intended to update for March 1st, and today March 13th.

              From the property Manager on March 1st:

              *** moved out of MiLine on December 8th, 2023. Mias FAS was finalized on December 14th and Mias check was originally cut 12/19/2023 with check #**** and was sent to her address in Brickell. About 30 days later, around January 19th, her dad, ******, came to the Office mentioning that *** never received her check. He gave me his address in **** in hopes he would have better luck receiving the check. That check was cut 2/6/2024 to **************************************************************. As of today, March 1st, neither check has been received. I have submitted a stop payment and requested to get her check reissued and sent to the leasing office directly. I spoke with *** in person on March 1st around 1pm and explained that the check would be voided and reissued on or around March 5th. The check will be sent to my office, and we will call her once in our possession.

              March 13th update: The check was reissued on March 7th; we expect to receive it soon. We apologize for the inconvenience. 

              Customer response

              03/19/2024

               
              Complaint: 21369784

              I am rejecting this response because: as stated by company, March 13th update: The check was reissued on March 7th; we expect to receive it soon. We apologize for the inconvenience.

              It is now 3/19/2024 and nothing has been received nor any correspondence from property. 


              Sincerely,

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

            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              I was a great tenant at ************************************** Community in *******, **. I never had a late fee and never any resident complaints. I was a telecommuter from ** for employment and signed a 12 month lease being a telecommuter. Seven months or so into my lease, my company implemented a mile restriction for telecommuters. I informed the property leasing consultants as soon as the discussion began with my company. After two months, the 500 mile restriction was applied and I had to either move within 500 miles of our headquarterss in ******* or lose my job. I asked for concessions with the termination fee and was denied. Albeit my great rental history and the reason to terminate, I was denied. My account was sent to collections, unbeknownst to me until I applied for credit and was informed a had this high balance in collections. I made several calls to the collection agency asking for a settlement to clear my credit reflecting a non favorable tenant. My outreach attempts have gone unanswered and I would like to settle this matter asap.

              Business response

              02/29/2024

              Hello, ********************.
              My name is ****, and I'm the regional manager that oversees ****************************************. While we certainly sympathize and understand the forced relocation due to work restrictions, we are governed and legally bound by Fair Housing Laws to ensure equal treatment to all renters. Terminations are only waived when active military personnel receive an order from the federal government. Unfortunately, the applicable fees outlined in the lease agreement do apply to those relocating for work, home purchases or other personal situations. It appears that your lease ended in February of 2024, and you relocated in September of 2023. I've included a copy of the final account statement that was emailed and mailed out on 9/8/2023 for your review. The collection agency managing the account can certainly work with you on a payment arrangement if needed. We sincerely appreciate the tenancy you had with us at Arcadia and are happy to answer any additional questions you may have. 

              Thank you for reaching out! 

            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              I leased a 1 bedroom unit with ****** ****** located in Downtown ****** from 11/26/2022 to 1/16/2024. Despite my spotless rental history and ability to provide valid employment history while applying for the lease, I was informed I would need to provide a security deposit of $1253 to lease the unit. I provided the security deposit on 11/26/2023. I vacated the unit at the end of my lease term and left the unit in pristine condition. Despite this, ************* has still not released my security deposit. Calls to the building are only answered via concierge, who will only deliver messages to leasing agents and property management personnel - but no callbacks occur. After following up, I was informed on 2/8/2023 by concierge that "a check was cut" but the concierge refused to provide the check number or issuing bank in order for me to track this payment and repeatedly informed that *********************, Assistant Property Manager, was unavailable to speak with me directly. No such payment was ever sent to my forwarding address. Consequently, there seems to be no recourse for issue escalation as calls to ZRS' **************** went unanswered, despite my leaving multiple voice messages left regarding this matter, specifically requesting follow-up. Prior to this, Property Management were vague when corresponding via email and now, do not respond at all. ************* is out of compliance with sec. ****** of the ***** Property Code which outlines security deposits must be released within 30 days of the tenant relinquishing the leased unit. I have plans to file suit in small claims court should ZRS Management continue to withhold my security deposit.

              Customer response

              03/05/2024

              I filed complaint #21313543 on 2/19 regarding my former apt complex withholding my security deposit. As of today, this complaint has been resolved. They've finally sent the deposit.

              Thanks

              ******
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Hello I moved to ************************* on 12/22/2023. Upon moving here they were changing management and it really messed up the portal for all the residents. We were told that we would get information to log into the new portal ******* 15th I believe. After making a new account, some of the information was incorrect. I was promised free rent for the month or *******. I called and called but no one answered the phone. I went to the office and told them that I should have free rent for ******* and to remove the rent price from the portal for *******. I was told that I would only pay $75 dollar for the alarm system, ring camera, lawn maintenance. It info was removed and only the $75 amenity fee was showing. I paid that on February 1st. My account looked fine. On February 4th I decided to pay a portion of March rent. $249 dollars. Unfortunately, I added the wrong bank account to the portal and I was charged fees because there was no money in that particular bank account. I was also charged a $200 late fee as if I didn't pay the rent on time. There was no rent to pay for *******. I realized the mistake and made them aware of the situation February 8th. I called numerous times and but had to visit the office because they don't answer the phone. I also informed them that after I realized the wrong bank account was added, I tried to add the correct bank account. The portal wouldn't allow me to add it and that a message popped up stating management needed to be called. I was told by ************************* that they would fixe the issue. She sent me a realpage email to sign up for an account even though I already had an active building account. She also told me that she would be sending me information to sign up for *** and to get the ring camera infront of the house to work. I never received the information. Later that day, February 8th o email ******* and let her know that I never received the *** information. She emailed me the next day and told me that my account was updated with then crediting my account with free rent for *******. However, it is not reflecting on my account. I still see $2677.16 that is owned. That includes rent, late fees, and other fees. Also, thr realpage I signed up for when she sent the email is no longer active and I received a message that said the account was deleted by management. I would like this to be rectified before March 1st, which is when I have to pay rent. I would also like to add the correct bank account to the portal so that I can pay February rent on March 1st.

              Business response

              02/28/2024

              Hello,

              Your account has been updated and your concession was added. We apologize for any inconvenience this may have caused, as you are aware there was a changed in management. Any information pertaining to residents account was provided to us by previous management. The leasing office is open Mon - Fri from 10:00AM - 5:00PM to assist you with setting up your smart home technology devices. Unfortunately, we cannot waive the *** fee as we are also charged by the bank for any funds that come back as insufficient. The manager and leasing team is available to assist with any further questions or concerns.

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              At the end of November I received a call from my apartment complex, they told me that the apartment I was going to be moving in to had a pipe burst and that they needed to move my move in date. They assured me that they would still have my apartment ready before December and that there were no other issues. After I had moved in I went on a trip for a week, when I got back from my trip, I noticed a horrible smell in my apartment and started looking around. It was December 20th when I found black mold in my apartment. The next day I went down to the office to let them know what I had found so we could start working on the problem. They sent someone over that day to take off the shelf as well as put a hole in the closet to look inside the wall. They maintenance guy who was working on the closet told me that there was only mold on the shelf and no where else. He also brought a dehumidifier to help clear the air. I took a video of the inside of the wall and noticed a lot more mold. I went back to the property manager to let them know what I had seen and showed them the video I had taken. I also had decided that since the was bad, I wasnt going to stay in my apartment. I didnt stay in my apartment for 2 weeks. During these 2 weeks, they had taken out the wall, brought in. 2 more dehumidifiers, and sprayed it down. I would come home to drop off my dog before work and to check on the progress they were making. During this time I had also noticed that the mold would continue to grow back, it was also looking like it was growing on the structure. I went back to the office to let them know the update of this issue one day before I went into work. One night I had come home to pick up my dog and noticed a horrible smell in my apartment, I then noticed there was a tarp thrown on my floor, stuff moved around, and that my closet had looked like it caught fire. I called the non emergency number and had the fireman come out and they told me it was just spray paint. Theres more

              Business response

              02/22/2024

              The repairs were made as soon as they were reported. The resident was provided with a rent credit of $500 and responded to the attached email that the situation is corrected and satisfactory. 
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              After vacating the property I was advised that home was in perfect condition by ******* who I then returned the keys to on January 25, ****. Once I received my move out ledger I noticed I was being charged for days that I did not occupy the property. When I asked to have the documents corrected management gave me issues about doing so. Then in return to me requesting property management to reach out to the corporate office to correct my documents. I received a bill stating the carpet need to be replaced due to stains on the back side of carpet. When I asked the office manager what was the purpose of pulling the carpet up her response was we have our third party company lift the carpet to see if it is clean underneath, and from the stains on the bottom he concluded if he attempts to clean them they will come to the top of the carpet. When I asked her isnt that what is supposed to happen when you clean carpet the stains come to the top and are henceforth removed? She responded by saying we are removing the carpet and thats why you got the bill. At this point dealing with this company has been a stressful situation, *** called the main office numerous times and never got through, ******** the office manager closes the office early and gave me incorrect names for her managers. I am in disbelief with the amount of trauma this company is causing.

              Business response

              02/21/2024

              Good afternoon, ********************,

              Thank you for taking the time to reach out and I apologize for the confusion with the ledger. I logged into our system and it looks like the site already made adjustments to the Final Account Statement on 2.5.2024, please see attached. They entered a rent credit as requested for $229.00 and there are not any damage charges on this. The only charges owed are the water/sewer and common electric charges that are prorated through your actual move out date. 

              Please let us know if we can be of further assistance.

              Thanks,

              *********************;

              Regional Manager

              Customer response

              02/21/2024

               
              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,

              *******************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I am writing to file a complaint against *************************** for failing to return my security deposit and adding an unjust cleaning fee, adversely affecting my credit score.I vacated Apartment #*** in August 2023, ensuring its cleanliness and documenting it with photographs. Despite this, my security deposit has not been refunded in four months. Additionally, *************************** added an unwarranted cleaning fee to my account, sent to collections without prior notification.Attempts to address the issue with *************************** have been met with silence. I seek a prompt resolution, including the immediate refund of my deposit, retraction of the cleaning fee, and correction of my credit score.I request the BBB's assistance in mediating and ensuring a fair resolution.

              Business response

              02/06/2024

              Thank you for bringing this to our attention.  This issue has been discussed and resolved with the consumer.  As we discussed last week, there is no $500 deposit on file.  We consider this matter resolved.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Hi, having some issues at one of your complexes that I am unable to solve via the onsite staff. I have tried calling into your main line twice over the last few months and figured this would be a good next step to try and reach someone to discuss the issues I am having. Hoping to work something out for an unusual scenario and would like to continue living at your facility. No issues with payment or money in any way but I need help accommodating a living scenario and discussing options available to us. Thanks

              Business response

              01/03/2024

              Can you please tell me which property you reside at?  Thank you.

              Customer response

              01/05/2024

               
              Complaint: 21085443

              The property is at ********************

              Sincerely,

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

              Business response

              01/08/2024

              I've reached out to tenant filing complaint in attempt to communicate regarding their concern. 1/8/24, ************************* - Regional Manager.

              Customer response

              01/09/2024

               
              Complaint: 21085443

              A response in this portal is not to verify contacting someone but resolution of the underlying issue. A resolution has not been met so response in this portal to the consumer is not warranted at this time.

              Sincerely,

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

            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              Our son moved to ***********, ** to attend ********************. We opted for him to have a roommate, and he was able to find a roommate. The roommate resided at ***** apartments. Our son moved into ***** apartments August 27th, 2022. The previous tenant graduated from ******************** and moved out of the apartment Sept 2, 2023. Our son has since found another roommate; however, ***** apartments denied the new roommate claiming that the roommate release form needed to be completed and a fee of $250 per person would need to be paid prior to our son getting a roommate. This is unreasonable, and ***** should not be holding our us and our son liable for a charge that is actually someone else's responsibility. We just found out about the fines of $500 on Dec 15, 2023, when we finally were able to speak to a leasing agent at ***** apartments. I then contacted the previous tenant to inform her that she is responsible for the fee, and she has flat out refused to pay the fee. ***** apartments should not be holding us liable; they should seek payment from the previous tenant, and allow our son to either get a roommate, move to a 1-bedroom apartment, or release us from this lease completely. I no longer feel comfortable dealing with the agents of ***** apartments.

              Business response

              12/26/2023

              Hello BBB Team and anyone else of interest related to this claim.

              We have been in direct contact with *******************************, and settled all of her concerns presented to your organization under complaint #********. Unfortunately, this claim escalated too quickly and did not give the on-site management team time to assist and attempt to resolve before it made it to this stage.  We have ensured that ********* and son are happy by agreeing to waive the one-time transfer fee of $500 and additionally, the one-time fee of $500 from the current lease modifications to remove two other lease holders.  They are in agreement to transfer to a one-bedroom apartment home effective January 3rd, 2024.

              Please, let me know if anything else is needed from us at this time.

              Best,
              ***************************
              Property Manager
              ************************* 

              Customer response

              12/27/2023

               
              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,

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

              Customer response

              12/27/2023

              This business has been in contact with me and has removed the $250 per person roommate release fee and has also agreed to transfer our son to a 1-bedroom apartment without the transfer fee of $500 and will return our $1000 deposit upon move out. We are satisfied with the agreement. 

              Thank you for your assistance in the matter

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