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.

close

Find a Location

ZRS Management LLC has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ZRS Management LLC

  2001 Summit Park Dr Ste 300 Orlando, FL 32810-5907

• 

  ZRS Management LLC

  1919 Clarendon Blvd Arlington, VA 22201-2918

• 

  ZRS Management LLC

  200 E Broward BLVD Ste 1200 Fort Lauderdale, FL 33301

• 

  ZRS Management LLC

  20525 S Charleston Boca Raton, FL 33434

• 

  ZRS Management LLC

  7600 Highmeadow Dr Houston, TX 77063-4800

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/14/2022

  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.

  My apartment has been infested with roaches. I made multiple complaints as they were nesting in washer/dryer I asked to be removed multiple times with no response. I took out washer my self tonight because I had 2 roaches fly on me and my daughter in bed. and killed over 20 palmetto bugs tonight. I have a 3 year old daughter who had to experience all of this. I sprayed so much raid around my house to kill all these bugs and my dog was exposed to it as well. Couple weeks ago I complained and noticed mold growing in my kitchen. They came and sprayed but never checked for a leak anywhere after I spoke my concerns about AC possibly leaking as it wasn't working correctly cooling. They did nothing. Next week comes and my apartment is flooded and wall is now deteriorating and falling apart onto my floor. I noticed baseboards in another spot of apartment was leaking water and creating puddles on the floor. Water flooded my AC closet and storage closet with at least 2 inches of water and it sat for almost 2 days. That doesn't even count how long it was leaking inside the wall before wall finally burst. Mold has now come back into my kitchen and is now spreading in AC unit and closet. I have sent management of my apartment complex 11 different e-mails and filled multiple service request with no response. This is un liveable living conditions.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/25) */
  The resident was offered to transfer into a different unit after issues in the apartment weren't available for a quick resolution. The new unit was not in a satisfactory condition and the offer to put the resident in a hotel until remediation could be completed was not approved by the resident. Since there were no additional units available to transfer them into, management offered to let the resident out of their lease with no penalty which was accepted by the resident. A concession for prorated rent will also be made to the account to cover days that the resident was removed from the unit due to the present issues.

• Initial Complaint

  Date:11/13/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  To: *************************, ZRS ******************************* ZRS CEO ZRS Management Team I am a new resident of ****************, *******, **, move-in date Oct 31, 2022. On Nov 8th at approx. 1:15pm after only 8 nights of living at ****************, I walked out to my car that was parked in the "attached" parking garage to my "assigned" parking spot only to find my driver side back window busted out. I noticed the shattered glass was all over the back seat, residual glass on the ground, in the front seat, the glove compartment opened with content emptied on the floor and middle console content pulled out as well. My ask is to receive a detailed report of the Security Guard findings related to my car...the date the window and glass was discovered since I had not been out of the house since Sat, Nov 6th did they hear my car alarm?...did anyone check the cameras?...going forward can memos be sent to resident(s) of any activity of concern. Consideration and acknowledgment that Property Management care and are concerned about the well-being and safety of their residents, etc...Sustainability of upscale and high-end apartments as **************** is advertised is to stay vigilant and proactive regarding any residential safety concerns.Link of video of car damage embedded in attached letter detailing complaint

  Business Response

  Date: 11/29/2022

  Unfortunately there is no report from any security to provide. A member of the staff noticed the window missing from a vehicle on a Sunday afternoon. However there were no signs of broken glass on the floor. There were no other incidents reported.
  
  The resident did come to the office 2 days later to make the team aware that her window was broken. They advised her that she would need to make a police report and the team reached out to the security patrol service to see if they had noticed anything in the garage over the weekend. They reported no findings over the weekend. The staff on site did provide the resident with a contact number for an HPD officer for her to file her police report. They advised her to provide us with a copy of the report number so we could complete an incident report, but she did not provide one to us.
  We sincerely appreciate the feedback regarding the team as providing great customer service is our priority.
  

  Customer Answer

  Date: 12/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was initially told that a foot security walks the garage and noted in his report seeing small amounts of glass on ground near my car. Since now a new report from "a staff member" I would greatly appreciate their recap of their findings to amend my police report on file. My question would be, why were they at my car on a Sunday on the 4th floor of the garage...did they see anything or hear an alarm go off?
  When I arrived back home from errands approx. 5:30pm Sat, Nov 5th all my car windows were intact. I work from home and did not leave my apartment again until Tuesday, Nov 8th when I found my driver side back window busted out. In the 1st paragraph you stated there was no report provided by security but here you are saying "security patrol" was in the garage over the weekend, which is a conflicting story. Staff did not provide a number but advised me to ******* number for non-urgent police department. No one advised me to leave a copy of my police report but I am more than happy to do so and will forward the case information left by the Sheriff's office.
  Again, my only ask was to receive any information that could assist with what may have happened to my car while parked in the parking garage. This is not just for me but to bring attention to such concerns for others.
  
  

• Initial Complaint

  Date:11/11/2022

  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.

  Security deposit not returned.
  I rented an apartment where ZRS Management was over the community. My lease ended in July, I had given them notice that I would not be re-signing and moved out. I gave them my new address, which someone from their office said they would send the deposit to. It's November and I still have never received it. I went to the office multiple times and finally was given an email for the manager and emailed them on October 5th, I did not recieve a reply and had to follow up again October 11th when I finally received a reply and it was discovered that they sent my check to the wrong address and that it would be taken care of ASAP. A month later, after still not seeing anything from them in the mail, I emailed them twice (November 7th and 9th) about this and they have not responded to either email.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/11/29) */
  The Business is communicating with the consumer via email and phone. This is an important matter that will be addressed by the business and corrected.

• Initial Complaint

  Date:11/11/2022

  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.

  ZRS management place an item on my credit report and I have been unable to get on contact with them regarding it. Instead I spoke to one of their vendors who gave me the run around. The phone number listed on ZRS management 's website is not working. I need the item removed from my credit report.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 8, 2022/11/29) */
  Hello ******,
  
  
  
  We are in receipt of the BBB notification below. However, the property name is not mentioned. Can you please provide this information so that we may respond accordingly?

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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.

  If you're thinking of moving here. DONT! The staff sucks, it's always new people there so they can't build rapport with residents, they don't answer phones or emails ever! Even if you send follow ups. If you want a response you literally have to go in the office & wait until someone addresses you, i've literally walked in while calling staff not doing anything & continuing there conversation as if you're not there. Charge luxury fees but don't deliver, trash is not collected regularly. Who cleans the hallways? no one! Even though they state housekeepers should be cleaning everyday, they don't! I had a roach infestation when I moved in, paid out of pocket for an exterminator because whoever they used didn't work well & they expected me to call every week to get on the list even though they knew I had a problem. Don't be fooled if you take a tour! Pool is always closed during the season, grills are always broken. They constantly forget to turn off music at pool so it's constantly running when you are working or trying to sleep. The pool isn't even open so why even have pool music playing?! Gate and doors are always broken. Mail/packages are always stolen & they won't view security footage unless you file a police report, you would think if they knew about an active problem they would take action. Nope! Took like a year to fix a cabinet in my unit. They used to have security & lockers they never brought them back. Management has changed about 4 times in 2 years. They literally serve no purpose other than to take your money. I blame myself for not looking for other accommodations, I would have been moved! The only plus to this apartment is location, i'm sure you can find better!
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/04) */
  We will reach out to the consumer directly. We have addressed some of these concerns and will ensure follow up has been done for all needs addressed here.

• Initial Complaint

  Date:11/03/2022

  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.

  The manager offered me an opportunity to move out of my apartment and pay the rent until someone else signed a lease and moved into the unit. So I paid MORE than that and they are sending me to collections for more money after not keeping their word. This was a SCAM to get more money out of that rental unit. I had emailed them once I over paid and they said that they would get back to me "promptly". I never heard anything until a collection agency was calling me. This is fraud. I have the emails.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/14) */
  Contact Name and Title: Jeremiah D**** - Regional
  Contact Phone: 214.220.3880
  Contact Email: [email protected]
  The tenant making this complaint appears to have broken their lease contract. A lease break fee was charged to the account and the contracted terminated. I am happy to review any email communication that took place between the tenant and the management office - I would just need these to be sent to my work email address. I am providing this information below.
  
  
  Consumer Response /* (3000, 7, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've attached the emails and have spoken to them about the emails. They never replied to me "promptly" (didn't reply at all) nor did they acknowledge or notify me that they fired the manager that I spoke to. This response is just further proof of the fraudulent activity ran through this management company. Their manager told me how this process would go down and then once they fired her or she quit, the new person sent me to collections anyways so they could earn double rent on a unit that was leased again before I moved out. It's outright fraud. This will not stand.
  
  
  Business Response /* (4000, 9, 2022/11/23) */
  I have reviewed the attachments, as well as read through the lease contract. This property offers two lease break options, 1. a 60-day notice and a penalty equal to $2,786 2. pay a relet fee equal to $1184.05 and then remain rent responsible until someone new occupies the apartment. Given that the lease break option appears to have been chosen, the property should have charged additional fees equal to $1393 for insufficient notice.
  
  I previously provided my direct email for the customer to reach to me directly if they have additional information regarding the option they chose. From what I see in the attached - which is what the onsite teams provided me - no specific option was chosen.
  
  Again, I am happy to discuss further via email or a call. I am happy to pull the account from collections and set up a payment plan for the customer if that's what they are needing. However, the lease contract was broken and the appropriate fee was charged up.

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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.

  Executed Lease and property is not ready to live in. Move in date is 11/1/2022.
  Received an email from the staff less than 12 hours prior to move in date letting me know my move is delayed. Original move in date was 7/1/2022. Lack of communication from office staff has created a financial burden and hardship. Staff has no remorse and lacks the ability to communicate the delays.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/04) */
  The resident from which the review was submitted is correct in stating that one of our team members reached out to her within the last 12 hours prior to her move-in date and time. The team member reached out as soon as the information in the delay was provided to us to inform all residents moving in on 11/1/22. We understand this resident's frustration with the situation; however, we did make sure to update the resident each and every time we were informed of a delay as soon as the information was communicated to our office. Unfortunately, some of these updates were not in as timely of a manner as would be preferred; however, we were dealing with construction and working on their timeline and provided our residents updated information as soon as we received it. Nonetheless, we were able to move this resident in on 11/1/22 with only a 3-hour delay in their original move-in time request on this date. We as a team value our residents' opinions and encourage them to express their feelings whether good or bad; however, it is disappointing to see that they were financially burdened due to our delays. We have ordered gift cards to compensate this resident and several others for the financial burdens they may have incurred as a result of the delays in construction we have experienced. Thank you for your time and consideration in this matter.
  
  Sincerely,
  
  Ryan C****, Community Manager

• Initial Complaint

  Date:10/25/2022

  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.

  Absolutely worse company around they discrimination against me and my boys we felt unsafe In our unit expressed it several times reported they ignored make excuses and such told me they would allow me to break the lease without penalty. Then refuse to honor this I have emailed proof when I moved out charging me 1500 because I unfortunately wasn't able to do 60 days due to emergency situations we gave 55 days. Brad the manager blocked me so he wouldn't have to resolve my issues blocked me was easier. He allowed the manger Katrina to bully people and only uphold the LEASE TO CERTIN RESIDENTS SHE DIDN'T LIKE AND OTHERS WERE ALLOW TO VIOLATE THE LEASE DAILY AND WAS OK. THAT IS DISCRIMINATION PERIOD AND I'LL BE FILING THAT AS WELL SO DONT RENT FROM ANY ZRS PROPERTY EVER THIS IS WHAT THEY ALL THEY DONT LIKE ONES WHO PAY ON TIME AND DONT CAUSE TROUBLE SEEMS THEY LIKE PEOPLE WHOM DO ILLIGAL ACTIVITY. SO STAY CLEAR Katrina is a liar and they will cover her because they are all shady
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 10, 2022/11/30) */
  Hello,
  
  We have received your complaint. You were offered to break your original lease with no penalty after an agreement with our previous regional manager and current property manager. You decided not to break your lease at that time but to renew for another lease term. Since then, our regional manager has also changed.
  
  For your most recent lease term, you did not provide proper notice of move out. Your notice to vacate form was filled out with a notice date of 9/1/22 date and not signed and returned by you until 9/8/22. With your lease expiring on 10/13/22, that was just over a 30 day notice when your lease requires a 60 day notice. You were informed of the insufficient notice at that time. Attached is a copy of that notice to vacate form.
  
  After move out, you were charged accordingly to your lease and for some damages in the apartment. I've attached reference photo for the carpet pad damage. You reached out to enter a payment plan with staff. You then proceeded to pay off your full balance.
  
  Thank you,
  
  
  Consumer Response /* (3000, 12, 2022/11/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because it's a lie they choose to uphold the lease for some not all snd allow others to break the lease daily and no damage I have pictures to prove it the community manager is anl liar she discrimination against me and my kids and allows her friends to have breed restrictions dogs and loser neighbors to break the lease
  She tried to force me out and I won't let her she's nuts and don't belong in that business I was told I could leave without penalty and then lied to
  
  
  Business Response /* (4000, 14, 2022/12/02) */
  Hello,
  
  All residents are held to the same lease contract. All pets are screened through a third party screening company as part of our move in requirements. Breed restrictions do not apply to assistance or support animals approved by the third party company. You provided notice of your intent to move out and did so on your lease end date. Your move out charges were in compliance with your lease. You received your final account statement and paid in full, therefore, accepting the charges. At this time, we are requesting BBB reviews our responses and notes that we have address the disputes and concerns.
  
  Thank you,
  Vista Management
  
  
  Consumer Response /* (4200, 16, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No they are not some are allowed to break the lease I have proof nice try though if friends with the queen manager you can do anything they want breed restrictions dogs parties and special treatment

• Initial Complaint

  Date:10/23/2022

  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.

  My lease was signed in August 16 Zrs management took over my complex end of August. Since then zrs tried to undue my lease to charge me more money per month. I showed them a copy of the lease they finally backed off charges that were on the outside of my lease. I went to the office to tell them that the 3 day notice left on my door scared my daughter with no apology from them. Instead they stated they would only receive emails from me to keep everything positive. Now I owe 35.00. I submitted my payment twice and they are stating that I owe an extra 100.00 when I know that the routing number and account numbers are correct. I am paying the 35.00 today via October 25 via check free pay but I am requiring proof of the supposedly 2 bank errors before I pay 100.00 in non payment fees.!!
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Contact Name and Title: Stella S******, RM
  Contact Phone: 8134529783
  Contact Email: [email protected]
  While we are not privy to the account information entered to make the two payments that were returned, I have credited the two $50 NSF fees on the account because the payments were not returned for insufficient funds. The complainant's bank simply could not locate the account with the information the complainant provided when making the payment. Our payment processor does not return payments. They only present information for payment to the resident's financial institution based on the information the resident provided. We recommend Ms.******* check with her financial institution to confirm account and routing number prior to making future payments via our portal.
  
  
  Consumer Response /* (2000, 7, 2022/10/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The manager from ****** at *********** was very understanding toward my situation by listening to me and adjusting service fees. I appreciated her effort regarding the matter.

• Initial Complaint

  Date:10/13/2022

  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.

  I have reached out on numerous occasions for a resolution to the inaccuracies in the sewer/water portion of my rent. The charges over 3+ months shows how I was impacted by the air conditioning unit dripping in the below unit, the bathroom leakage resulted in mold/mildew and couple unresolved service ticket that marked completed for continued dripping of the AC that ended with an AC replacement. I continue to receive verbal confirmation that it will be looked upon and still no resolution, which move to file this compliant
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 10, 2022/11/18) */
  We have reached out directly to the consumer on this matter as personal billing information needs to be discussed. Thank you.
  
  
  Consumer Response /* (2000, 12, 2022/11/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)