ZRS Management
Reviews and Complaints

We caught COVID and couldn't go down to the leasing office to get a sticker for our new vehicle and it was towed away. I'm appalled on how we were treated, our entire time living him has been a nightmare (there was a recent shooting inside the complex and everything) and the staff members are very inconsiderate. My fiancé and I had just acquired a used car but the same day were notified that we were exposed to COVID-19. At the time the office was already close and we did not want to risk getting the other residents and the staff sick. We updated our vehicle information on the resident portal and everything. My fiancé tested positive on 11/30 which was the morning after we got the car. I began having symptoms the next day and was worried about our 2 year old son. I schedule an appointment with his dr and had him tested as well as myself. Thankfully our 2 year old didn't catch it as bad as we had however that whole week was a nightmare battling COVID, planning on how to get food and medicine when quarantining (not to mention someone broke into our other vehicle). All we could think about was how much pain we were in. We could barely even talk on the phone to the agent and police without gasping for air or having chest pains. Anyways our car got towed and honestly we couldn't do anything to prevent it. We were initially told that we had to get a sticker from the leasing office but that just wasn't possible given our situation, I just don't understand how all of this is our fault. The office manager, Hope, said I should called and had one of them deliver the sticker to the door! If I would have known that was an option I would have done it. Anyone who has had severe symptoms of COVID are not thinking about a damn parking sticker. Given the situation, I don't think it's fair that we have to cover the towing expenses. We haven't worked in weeks and now we're getting blamed for being irresponsible because we got sick...a NOVEL virus that our government can't even keep under control and someone the blame is all on us. Thousands of people have died, our country almost collapsed...given how we were treat I can imagine they either haven't contacted the virus themselves or don't know anyone who has. Either way we need to be respectful and sympathetic. I don't even have a way to get the car we can't leave because we are still testing positive and the doctor says we are still contagious. I don't mind sharing my medical info if needed and I told them that at the office. It's not right to be treated like this...we pay our rent and abide by the rules just like everyone else and all this to be treated like***!

Steeples Apartments in Ocala, FL keeps coming up with charges and no explanations. August 13th we moved into the Steeples apartments (Apt 2005) in Ocala, FL. After a fire on April 25th we had to move to a different apartment due to safety issues in apartment 2005. On the same day we signed our lease for the new apartment 1314. At the signing of the lease we noticed that the new lease was to end September 13th instead of August 13th like our original lease. After we brought this to the attention of Lucy*** (sales consultant) she checked our 2005 lease and told us that we signed a 13 month lease and not 12 month like we thought. Since we had no access to the 2005 apartment due to the fire we believed Lucy and signed the new lease. On April 27th we went into the office to drop off our move-out notice and gave it to Lucy. After a week the property manager Linda called us into her office because there was a problem with our lease. We found out that our original lease from apartment 2005 was supposed to end on August 13th and not on September 13th and we now have to sign a new lease which is supposed to end on November 13th because they can't extend our lease by only one month. We refuses to sign a new lease since we never asked for an extension in the first place. Linda told us that there will be extra charges for the month of September since we are staying the extra month. Which according to our lease they can't charge us. And this is where everything started. Mid August we went into the office to ask about our move out. Lucy told us that our lease is until November 13th, we had to bring in our lease to show it to her again. Then she told us that we never submitted a move out notice and they need a 60 day notice. We luckily took a picture of the move-out notice before we submitted it. Suddenly we had charges of $35 on our account because according to their records we didn't have renters insurance. We submitted the renters insurance before moving in, when the fire happened and again when we moved into the new apartment. They keep charging us an admin fee of $5 that wasn't supposed to start until September 1st. After our move out we received our finale account statement with a $340 charge for floor damages. Which are marks from our couch and furniture. Steeples uses cheap PVC flooring and told us that those marks are not regular wear and tear marks. They also lost our inventory list for apartment 1314. Steeples claims they do not have a $150 security deposit from us even though it's in our lease. I'm trying to get a hold of the property manager since Thursday 09/24, calling the office, leaving messages for her and she just refuses to get back to me.

I applied for an apartment, I wasn't approved and I asked to refund my administration fee. Today after 30 days I haven't received my refund yet Dear Sirs, Below I will list the chronology of the events that happened to me with Envy (Pompano Beach). On August 16th I was shown an apartment to rent. I liked the apartment and also the building, I wanted to move and live in your community, I was also thinking of writing a positive review of your place and your staff in particular of Alyssa M, who was patient and kind. Before applying, I said that I am an international student supported by my dad. I was told it would not be a problem. They told me: Apply and you will see that the maximum you will pay will be 1 month of deposit. Ok, I'm confident and on August 17th I applied and paid: $ 125 application fee + $ 325 administration fee On August 17th in the afternoon Tania G asked me for further documents, I sent her everything. but then, she asked for other documents which I couldn't have, being an international student. At this point Tania said that it is not possible to proceed. He told me that only $325 will be refunded as a check by regular mail. On August 20th Tania G asked me for an address where to send the check. I sent it to her immediately by e-mail. After 7 days (August 27th) she sent me the final statement. From August 20th to August 30th, I called her every day, I wanted to know when I will receive the check, but Tania was never in the office, and no one else took care of my case. On August 31st I called Tania again and she said that I will receive the check on September 4th On September 4th I did not receive the check On September 7th I call Tania, she is not in the office. On September 8th I call and find Tania in the office, I told her I haven't received a check, I asked her why and if she can check. She replied: "The mail system is slow, there are holidays, weekends. Anyway I'll check and I'll let you know". She didn't let me know anything! On September 11th I called Tania again, she was not in the office, another manager replied saying that my check has been sent but unfortunately Tania forgot to write my apartment number, so the post office will certainly send the envelope back. Therefore, their office blocked the check and sent another check on September 8th. I asked for a confirmation letter or something to proof that the "new" check was actually sent on September 8th, but until today September 12th I have not received any confirmation from Tania and I HAVE NOT RECEIVED the CHECK. It's a disconcerting story. I already gave you $125 as a gift basically (when clearly online you can do it for $5). But I want my $350. You have to pay me back immediately; I'm tired of waiting 1 month and looking for Tania. Today is September 12th let me know where and how I can get my money

Sewer backing up through my master bedroom shower. No one is available to manage the property. Good afternoon, I put in a service request on Saturday by Monday no one took care of it. The office on the property, The Lexington Townhouse Apartments in Sarasota, FL, is always closed for long periods of time wiith no one answering calls. I tried contacting the main management company, ZRS Managements voice machine indicates they are closed too. I ran into one of the maintenance workers by driving around the property and he had no idea that the office was closed because that's where was trying to send me. I told him the sign said they were closed. I asked when would he go to my apartment about my shower and lied saying he checked but as we spoke my bathroom was flooding with sewer water and into the rug right outside the bathroom door. That's when I tried to reach the main management office. He did go get one of the other maintenance employees who eventually came, he checked my shower and my neighbor's who is over 80, shower flooding as well. That's when he contacted the plumber. I had been waiting since Saturday and he called the plumber on Tues evening. It took him several hours to unclog the sewer. I can't reach anyone to get my carpet clean. Very unsanitary to have a carpet get wet from sewer water and poop. My neighbor in the building next to me is over 80 and had the same clogged issue. The shouldn't treat the elderly or anyone this way. I have been using a friend's carpet cleaner but I need industrial size cleaner or the carpet pulled up and not at my expense, because the smell still exists just not as much. They want to charge higher rent to remove the carpet, but this was not my fault. I was able to keep it from running over into the carpet, but I was at work when it flooded and ran over to the rug. I currently have two fans, and one air purifier using the electricity, which I have to pay for becasue ventilation is so bad. I also have incents burning all day, all over the apartment because of the smell. I pay $1,256 monthly in rent, sewer and water and pest control. Haven't seen pest control since they took over management. I have little flying bugs that look like termites, wings laying around the apartment little wingless bugs laying around. There is no handicap ramp for my neighbor who is handicap and has been on hospice. She already fell out there once and my husband helped her up, but with no one in the office you can't speak to anyone. They have to do better. I pay my rent every month on-time and I have been here over 4 years things have never been like this. They hired grounds people who now have large trailers, they have no respect for the tenants who live here, they park their large vehicles in areas that effect my direct access to my apartment. Not to say I can't go a different way, I don't see it until I get there then have to u-turn to go back around a different direction. The water fountain does work anymore. For some reason since they decided to paint the outside we now have A LOT of bugs at the door way. Never had this problem before. They don't use bug light bulbs. There are lights out on my side affecting my senior neighbors.There is a build up of things that management should take care of without someone having to tell them. Thank you for taking time to read my complaint and concerns. Please have a great day and stay healthy

My complaint is regarding both billing and customer service issues with Signature at Sugarloaf Property. I moved here in Feb of 2017 it was Sugarloaf Trail apartments. The management staff was very helpful, and kind. The maintenance could have used help, but the management always took care of things if there was a problem. Since ZRS management took over they fired all of the original staff members except Helen, and placed her in a assistant management position. Helen is Korean, and does not speak or understand English very well. She is extremely rude, and when she does not understand what you are saying gets agitated. I have yet to speak directly to the property manager whom I have asked to speak with several times. I am told she is on vacation or not in the office. Whatever the case she never returns a request to speak to her. On three occasions I have been berated, and verbally abused by the staff here at this complex. The most recent was 07/31 with the person answering the phone, and then with Helen herself, who told me to deal with the corporate offices from now on. So I called the corporate office, and spoke to Angelica, who assured me that I would be speaking with the property manager today, who did not call, and when I called the office Deb said that she was out to lunch and would call me today. She did not. I want to discus why my rent each month goes higher, and higher due to fees attached. I am not on a month to month rent. I have a lease that I signed with a specific amount due each month. I want to know why the water is back dated several months, and almost $45 dollars more a month, when there are only two of us that live in this apartment. The water on my statement say June we are in August. I have paid the water bill with my rent from the time I began living here. The Water bill should be up to date. I want to know why I am paying vacancy fees for light and gas, when I pay my own light and gas, these things were not stipulated wen I signed my renewal lease with ZRX/Signature at Sugarloaf Apartments. I want my payments reviewed and any overpayments to be reimbursed. I want a real management representative from ZRS to contact me. I understand that due to Covid-19 communication may have been some of the issue, but I have asked for pest control to come because my neighbor who has a dog, has fleas, and they are in my apartment biting me and my daughter. Why it took over a week for someone to respond to my request is beyond me. I am extremely angry and fed up with how I have been treated in the last few months here. Prior to ZRS taking over the complex I had NO issues, I was treated as a valued tenant, and customer. I want someone with the authority to sit down, and listen to what I have to say as one of your consumers. I have read many of the reviews and now totally understand what those people were feeling. This is not free housing, it's not government run housing. I work hard to pay my rent to live here and expect better from those running this community. I don't smoke pot, I am not loud, and my apartment is clean. I pay my rent on time, and in the times that I have not, I have worked with the previous management to make sure that I complied with all of the fee's and charges assessed. This has been my home for almost 4 years this February, I hate that it has come to this, and just want someone to reach out and act like what I am saying matters, and they are going to do something about it.

This complaint is in regards to a property managed by ZRS in Houston, TX. I am long overdue 9 days of overpaid rent from September. I was a resident of a property managed by ZRS in Houston, TX from August through September. My lease ended on the 21st of September, however, I vacated the unit on August 30th due to a move for a new job out of state. The lease was not broken, as I paid the entire rent for the month of September in full prior to the 1st, and left the apartment in immaculate condition. When I logged onto my renters portal on 8/30, I noticed that rent was posted at the correct prorated rate for the 21 days that I owed. However, oddly enough when I logged on the following day to submit payment, my rent amount had increased to the full month's payment. I contacted the property assistant manager to inquire about this and was told that it was impossible for them to prorate or adjust the rent amount in the portal. I found this to be odd given that I had paid prorated rent on my original move in date back in August via that exact same portal. I was informed that I could either pay the rent in full online, or pay via cashiers check. At this point, I had already relocated out of state and it would have been nearly impossible to deliver a cashiers check to Houston from North Carolina in order to make an on time payment, so in an effort to avoid additional late fees, I paid the rent in full online with the expectation of a return check for the 9 days overpaid upon close of my account (as advised by the assistant property manager). I logged onto my renters portal on 9/26 to see whether my overpayment had been posted as a credit on the ledger balance indicating that a check might be issued soon, and it was indeed posted as a credit of over $300 however a check had yet to arrive. I waited over 30 days and attempted to email the property to obtain an eta and never received a response. I even provided two forwarding addresses and never received confirmation that they had been received and recorded. I'd also like to note that when I vacated the unit, I ended up needing to overnight ship my unit keys, fob, parking sticker, and mail box keys on my own dime due to no one being onsite from the management office to collect these items upon departure. The assistant property manager couldn't even be bothered to reply to an email to confirm that these items had been received. I am severely disappointed at the lack of urgency and professionalism within this company, and I now see that it extends beyond the property level. I attempted to contact the corporate office twice via phone and online form (there is conveniently no email address posted for the corporate office) and have yet to receive a reply after multiple days. Had I been the one to owe this property money on the back end of my lease, I would have had relentless notices and contact attempts but I find it interesting that on the other end of things when they owe me money, there's been radio silence for weeks. I am anticipating this return check ASAP from this company and will otherwise look to pursue legal action in the coming weeks. I have been a model tenant for two years and have always paid rent on time. This property has collected tens of thousands of dollars in rent from me (an overpriced unit for the size and location within the building if I might add), and I believe that they are more than capable of issuing a check that I am due for a few hundred dollars rather than escalating this matter further.

On November 12 my vehicle was towed from the parking garage of the building in which I reside, without merit, by ZRS management leasing agents. On November 13, attempting to run errands, I walked into the building parking garage of The Collection Apartments (where I reside) to find my car missing. I filed a police report, and was told by leasing agent Ryan B, to have the investigating officer come to the office to view the camera footage. The next day, I was instructed by family members to search surrounding towing facilities in the area. It was then, that I found my vehicle had been towed by ***, located in Alpharetta, GA. When I inquired why *** towed my vehicle, they told me, "Per request of Building Management." My vehicle was parked in a handicap parking space (I am legally disabled) which has been my parking space of choice since I've lived on the premises. Upon retrieving my vehicle from ***, I noticed my car would shake terribly whenever I attempted to make a turn, or go in reverse. I went into the leasing office to inquire why my vehicle was towed, and requested to see the camera footage Mr. B was willing to show the Investigating detective, but I was given the run around. Mr. B asked if he could contact me later, because he, nor the other leasing agents, knew why my vehicle had been towed. Mr B also informed me there was no camera footage to view. Thirty minutes later, Mr. B contacted me and informed me that a resident police officer, Jared D, was the individual responsible for having my vehicle towed. Upon speaking with Mr. D, his reason for having it towed was because he said my vehicle was parked in a reserved parking spot.I know that wasn't true. I asked Mr. D did he have proof to show my vehicle was parked in a reserved spot, and he said no. A leasing agent that works at the adjacent building (The Gateway Apartments) that lives across the hall from me, saw me in the garage and attempted to tell me I was parked in a reserved parking spot, directly next to the handicap parking spot that I WAS parked in as well. Again, she had no proof, and furthermore, she's a ZRS employee. She was only looking out for the needs of ZRS management, not me, the resident. I believe that every resident should be assured that their vehicle is in a safe environment. I no longer feel that way. I now take photos of my vehicle every time I exit it, to go inside my apartment, to have as proof. I also feel if a resident suffers the inconvenience of a tow, and they are in the wrong, they it is only right, they receive proof (a simple photo showing their car parked illegally would suffice). This is only fair, and should be mandated as protocol moving forward, especially if ZRS is comfortable with Mr. D going out of his way to police the parking garage in such a precise and detailed manner. Since this was not done, I am requesting to be reimbursed for my towing expenses, as well as for the damage my car received, as a result of being towed improperly. I took my vehicle to***, in Sandy Springs. It was there that I was informed my front passenger side rim was bent, and there was damage to my wheel bearings. To get everything fixed will cost me 1300 dollars, that is, assuming I go the cheapest route and purchase a used factory rim. I would also like an apology from Mr. Ryan B, for not only giving me the run around, but for his condescending nature and tone he displayed, while handling the entire situation. I no longer feel like an appreciated resident. I pay too much money for rent to be have my issues handled in such a careless way. It was truly unprofessional to say the least. Speaking of lease. My rent is supposed to be 1460.00 a month. I've only paid this amount once (May ) Since May, I have been charged inconsistent amounts in "service fees" along with my rent, with no understanding as to why. I only speak to the leasing office when I have a question or concern, and that is via email. What possible service am I being charged for, on a monthly basis?.