Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/10/2023
Type: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.
Chose Zen to manage my property. At this point, i dont know what to do. They let some live in my home with a 300 credit score. I recently had to evict the tenant whom left damages to my home. Damages the *** has acknowledged as well. *** asked zen several times for the tenants info to pursue in court in a civil suit. Nothing. I have yet to hear from Zen Owner as ive made attempts to contact. How am i supposed to rent my property with visual damages seen right away? I have no idea whats going on because of poor communication. Oil stains on my driveway that will continue to incur violations from ***
Business Response
Date: 01/17/2023
*************** - Unfortunately having to evict a poor performing tenant comes as a risk to being a landlord and owning a rental property. We do our best to find the best tenants possible but unfortunately this is not something we can guarantee. If you are unhappy with our services then you are welcome to cancel services and find a new property management company.Initial Complaint
Date:10/29/2022
Type: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.
I filed a claim on Oct 3rd - BBB file number ******** in regards to a dispute of security deposit. ******** agreed to a refund $400 which I agreed to but to date have not received the payment so I would like to reopen the file in order to resolve the dispute. This continues a pattern of delinquent correspondence pertaining to this matter (see original information submitted with file number ******** in which they were not timely with ** rental law in completing the move out assessment and subsequent processes).Business Response
Date: 11/08/2022
My apologies. I never received a notice of acceptance. I will put a check in the mail today.Initial Complaint
Date:10/03/2022
Type: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.
Dispute over security deposit not returned within the guidelines of AZ rental law in terms if timing as well as justification for amounts withheld. Requests were made for supporting documentation which was only partially sent after their dispute form was submitted. Based on their responses I feel that my ask is still justified based on the level of cleanliness the apartment was left in and now that I now that the bulk of the other charges were due to the blinds I am even more convinced we are due a portion of what was withheld for that as well. These blinds were in poor condition at the time of move in and only more deteriorated from the sun and age which I don't believe the tenant is responsible for under AZ rental laws and were previously told were a non issue at the time of the lease renewal after year 1. Supporting explanation, pictures and proof of untimeliness is attached.Business Response
Date: 10/04/2022
Hi ***** - How much do you feel you are due?Customer Answer
Date: 10/04/2022
Note: I selected "reject" since the business was asking a question I needed to answer and couldn't see any other way to respond
In response to the companies questions on how much I feel I am due....I am asking for $551.48 which represents $297.50 that was withheld for cleaning and $253.98 (50% of the amount withheld for general maintenance).
As previously stated the apartment unit was left is an exceptionally clean condition in addition to the carpet being professionally cleaned and receipt submitted prior to move out. Regarding the general maintenance deduction it appears that that was mainly due to the deterioration of the blinds over time (i.e. sun damage) which I don't feel we are responsible for but in the interest of settling am willing to settle for 50% of that total cost.
I look forward to resolving.
Business Response
Date: 10/05/2022
According to our records there was some cleaning that was needed and many blinds throughout were damaged. Can we settle this dispute for $400?Customer Answer
Date: 10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. They can mail the check to my attention at the address they should have on file which is **** * *** ***** *** ******** ** ******
Regards,
***** ******
Initial Complaint
Date:10/03/2022
Type: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.
Been with Zen for about a year. The tenant that lives there has been given a one month exemption to pay rent late. The tenant took advantage & some how made this into about 7 month in a row. The tenant agreed to pay a portion of the dishwasher replacement. Which is $310 to me. I got charged over $400. Not what i agreed to at all. The tenant also sent away my ************************ tech which i DID NOT AUTHORIZE, costing me $115 which i also did not agree to because i told *** i would be sending my own. Which got sent away by the tenant without me knowing about until i got a casual email hours later when its too late. The tenant pays rent late which makes me late on my mortgage payments. There is absolutely NO WAY to jus call a number & talk to someone about issues. Its voicemail & emails. There is absolutely no DIRECT CONTACT. its leave a ************ will get back.whenever. I am ready to pursue ZEN in small claims court for late rent payments going beyond the exemption OF ONE ************ LETTING IT HAPPEN. the unauthorized charges which i have not had ANY control over whatsoever. They tell me one thing, i carry that in my mind, then the statement comes showing me a COMPLETELY DIFFERENT outcome that what was ever discussed prior. I. E. The dishwasher charge not being the $310 they said it would in the email stating what it would /should be. I dont have time to sidt through emails about I said, they said. The here say is not gunna fly with meBusiness Response
Date: 10/12/2022
*************** and myself have discussed these issues and have come up with a solution. I have credited him $150 lease renewal fee. This will be reflected on the next statementCustomer Answer
Date: 10/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
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