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Complaint Details
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Initial Complaint
04/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
HI,on January 25th, 2024 I received from ************************ apartment complex management "final account statement" email (attached) where shows the amounts we supposedly owe, $146.57 for utility bills which we do agree on paying the amount, but also they want to charge $229.97 for a replacement for a stovetop, which we don't agree to pay because the stovetop was in bad condition when we rent the apartment (11/2020) as many other issues that we disclose in their "INVENTORY and CONDITION" form which they never being repaired or replaced. In order to solve this situation, I sent a response e-mail on January 26, 2024 accepting to pay the utilities charges for the amount of $146.57 and ask them to be removed the stovetop charge, they never got an answer and now I'm being harrased by a collection company **************., which we dispute the same issue with them. The resolution we want is to pay the utility bills amount and to be removed form collection and credit reports the $229.97 amount.I'm attaching all communications for your review, thank you for your time.Business response
04/03/2024
Hello,
When completing the final account statement, the stovetop damage charge was added due to the damage seen in the attached photos upon move-out. This resident moved in under a former management company in 2020, and this company did not provide the original move-in inventory and conditions form. Because ZRS Management did not have this form available, the damage was assumed to have occurred during this resident's tenancy. We are willing to work with this former resident to come to a resolution in reviewing his request of the $229.97 charge. We will also reach out to this former resident today to maintain communication.
Customer response
04/03/2024
Files attached.Customer response
04/03/2024
Complaint: 21519848
I am rejecting this response because:I am rejecting this response because: The image " 6411 move out image" couldn't open it, I'm attaching to the complaint a screen shot of the stovetop from the move out video (1/19/2024) we took before leaving the apartment in question, where it shows the good condition of the stovetop at the moment of move out, for this reason I request to remove the charge of $229.97 so we can proceed to pay the amount of $146.57 for the utility bills.
Sincerely,
***************************Business response
04/04/2024
We are attaching the move-out photos again and also sent them to your email address. We are asking for a signed move-in condition form as we do not show one was turned in after you moved in. Thank you.Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
There is not a star low enough to rate them ! My experience has been a nightmare! I was not approved for an apartment back in December 2023. After being denied approval due to income, I requested to get the $150 application fee refunded. I was told this would take 30 days, it has now been 3 months! I have called the Bayside Peninsular apartments in ************, ** where I filled out the application and paid $220 dollars. It didn't take them 30 days or 3 months to take my money. I am a senior citizen on a fixed income. I have spoken to *********************** at the Apartment complex in ************, I have emails conversations between ******************************* (District) and now I have been in contact with the Regional Manager ***************************** in *******, **. I have called and left numerous messages, no one ever returns your calls. Most calls and just a recorded message to leave a message and then you are immediately disconnected.Customer response
04/15/2024
*************************<**********************
Fri, Apr 12, 5:24 PM (3 days ago)tomeI received my refund today.Thank you for your assistance.Initial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear Better Business Bureau,I am writing to file a formal complaint regarding the delay in receiving my deposit refund from my former apartment complex, *******, which is managed by ZRS Management. My name is *****************************, and I moved out of the property on January 22nd, 2023.Since my departure, I have made numerous attempts to contact both ******* and ZRS Management regarding the status of my deposit refund. Initially, I was informed by ZRS Management that they would be mailing my deposit refund to me. However, despite their assurance, more than 60 days have passed, and I have yet to receive any refund.Despite my repeated attempts to reach out to both ******* and ZRS Management, I have been met with poor communication and, in some instances, outright ignoring of my inquiries. Approximately 20+ days ago, I was informed by ZRS Management that my deposit refund had been mailed to me. However, I have not received anything, and my subsequent attempts to follow up have been ignored.As a loyal past tenant who always fulfilled my lease obligations and paid rent on time, I find this treatment unacceptable. It is incredibly frustrating to be ignored and denied what rightfully belongs to **** am turning to the Better Business Bureau in the hope that you can assist in resolving this matter and ensure that I receive my deposit refund promptly. I believe that the behavior exhibited by ******* and ZRS Management is not in line with fair business practices and warrants intervention.I kindly request your assistance in facilitating the return of my deposit refund and ensuring that this issue is addressed appropriately. Thank you for your attention to this matter.Sincerely,*****************************Business response
03/28/2024
We apologize for the inconvenience. We initially received a different mailing address for the refund that was sent out. We received updated mailing instructions and it took some time from our accounting department to void and reissue the check to the new mailing address. We feel we have been in communication with ****** and do apologize for the delay in him receiving his refund. We encourage ****** to keep us posted should he not receive his deposit, however we have already processed the reissued check and mailed out to him with the updated address he provided us.Customer response
03/29/2024
Complaint: 21485992
I am rejecting this response because:
To clarify my complaint against ******* and ZRS Management. Despite their response indicating a misunderstanding regarding the mailing address for the refund, I must express my disappointment with their lack of accountability and misrepresentation of the facts.
To reiterate, I reached out to ******* and ZRS Management on March 5th, 2024, and was assured by **** that the refund would be promptly mailed out. Despite my efforts to follow up, including contacting ZRS Management directly on March 25th, 2024, my requests were ignored.Contrary to their claim, I have evidence that no address change was made.
On March 29th, 2024, I received the refund check at the original address, as confirmed by timestamped photos included in my previous correspondence.This timeline and documented communication efforts reflect negligence and lack of transparency on behalf of ******* and ZRS Management. Their attempt to shift blame onto a nonexistent address discrepancy is unfounded and evasive.I refuse to accept their inadequate response and demand a thorough investigation.
My aim is not only to seek resolution for myself but also to prevent similar mistreatment in the future.Thank you for your attention to this matter. I trust the BBB will conduct a fair review of the evidence provided.
Sincerely,
*****************************Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a resident of ******************** Apartments since 7/19/2021 with an excellent rental record paying over $60K in rental fees to date. On 1/15/24 my legally parked and unoccupied vehicle was damaged by employee, *******************, ZRS Grounds ******. A headlight was broken out, bumper was cracked and **** was dented after he lost control of the golf cart he was operating. I followed instruction from the note that was left on my car by management asking that i contact their 844# the next day. Was told by manager, *** that *** would be reaching out to me and providing his insurance information. After speaking with *** several times after, it was determined that it was not his insurance info that was needed. I then contacted management once again and requested the proper insurance info. however she would not release the info to me. I followed up with Regional Manager *************************, who indicated, due to a large deductible under their policy, they would just pay out of pocket. She asked that I provide them with an estimate. The requested estimate was attempted on 2/12 when I was informed by the body shop of a 3 week wait before they could get to me. Appt was scheduled for 3/1. Estimate was complete on 3/1 and delivered to the manager same day. On 3/11, I received an mail from management requesting a 2nd estimate. I visited the shop recommended by *************************, received and forwarded estimate to management on 3/11. On 3/19, I received an email requesting a ************. I have complied with previous request and don't understand why this is necessary. I am requesting payment for the damage to my car totaling $4,120.59 plus rental car charges of ($238/week x 6wks =$1,428). A rental car was necessary, due to car being unsafe and illegal to operate on our highways. All documentation has been submitted to apartment complex management.Business response
04/03/2024
******************,
We sincerely apologize for the inconvenience this issue has caused you. Our team is working diligently to rectify this issue as quickly as possible. Two quotes were initially requested upon our teams first conversation with you. We do understand that a 3rd quote was requested at a later date, however, upon requesting our team made suggestions for places to visit for the quote and also offered to call for appointment times to assist. Upon following up last week we were advised that we would have a quote by the end of last week, this quote has not been received. We also followed up with you via email for an update. Regarding the rental car, rental car compensation was never discussed with our team to determine if this would be covered. Additionally, as mentioned in your email above, you did not request the initial quote for your vehicle until 4 weeks after the initial damage occurred. Unfortunately, we are unable to reimburse this expense. We look forward to receipt of the final quote for your vehicle repair so we can rectify this issue for you.
Respectfully,
*************************
Initial Complaint
03/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a former resident of ********* located at ************************************************************************I moved out on 10/11/2021 and on this same day *********'s property management ZRS Management, LLC placed a delinquency on my credit report. I have uploaded both the my Equifax report and The Slate final statement which indicate such. I emailed *********************************, Regional Vice President **** of ZRS Management, LLC who stated they do not manage The Slate anymore. I spoke the *****************************, Community Manager of the Slate and she stated the Slate's they emailed me on 10/15/2021. I did not receive said email. The fact that ZRS Management, LLC placed my account in collections the same day that I moved out further shows how devious and unlawful they were being as I cleaned the apartment from top to bottom and there were no damages to the apartment. I am disputing the final balance of $945 and I requesting this derogatory report removed from my credit report, swiftly and promptly.Business response
03/08/2024
The Slate is no longer managed by ZRS Management effective February 2023, however it's still under the same ownership. ZRS no longer has information on the file to provide any feedback or dispute anything further. This was relayed to the former resident as well.Customer response
03/08/2024
Complaint: 21401929
I am rejecting this response because:
Sincerely,
******************Customer response
03/11/2024
ZRS Management is stating they dont have access to view my account and that I would have to contact the property, The Slate, yet they are the one that placed my account in collections with IQ ******************* I called The Slate and they told me that I would need to contact ZRS Management because they are under new property management. I called IQ ****************** and they told me that I would need to dispute the claim with ZRS Management. Neither ZRS management, nor The Slate are willing to remove the "Derogatory Account" with IQ *******************Business response
03/25/2024
As previously noted, ZRS no longer oversee this asset, and cannot make any changes to a resident's file. The ownership group has remained the same and any dispute will need to be handled by ******** who currently oversees the asset.Business response
03/26/2024
Date Sent: 3/25/2024 1:59:24 PM
As previously noted, ZRS no longer oversee this asset, and cannot make any changes to a resident's file. The ownership group has remained the same and any dispute will need to be handled by ******** who currently oversees the asset.Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- 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
Initial Complaint
03/01/2024
- Complaint Type:
- Customer Service Issues
- 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,
MiaBusiness 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,
*******************Initial Complaint
02/25/2024
- Complaint Type:
- Sales and Advertising 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!
Initial Complaint
02/19/2024
- Complaint Type:
- Order Issues
- 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******Initial Complaint
02/11/2024
- Complaint Type:
- Service or Repair Issues
- 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.
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