Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

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  Callia

  4100 N Central Ave Phoenix, AZ 85012

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  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

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:07/02/2025

  Type:Product 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.

  601 PAX is an apartment company in Phoenix, AZ. Upon applying for a rental they guarantee a refund of the deposit if not approved. I applied in February and denied. They sent a refund link which I completed however I was never given a refund. I’ve called and emailed for months, was told it would be processed multiple times and as of July 2, I have not received anything.

  Business Response

  Date: 07/02/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay in receiving your application deposit refund following your denial at 601 PAX. We understand how frustrating it must be to follow up for months without resolution.
  We’ve contacted the onsite team at 601 PAX along with their leadership team so they can investigate and follow up with you directly. A Greystar representative will be in touch with you within 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:07/02/2025

  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 was originally billed for $467.23 upon moving out of my apartment. When I noticed a discrepancy with the utilities (they were 3x the normal amount I had paid as a tenant) I inquired to Greystar. They then turned around and billed me 2 months later adding charges that were not on the original bill (one month after moving out) stating they had to repaint and replace carpet. As you can see I was charged for carpet cleaning on the original bill, which was not in any worse condition than it was upon move in. I also sent them an email with time stamped photos of the existing paint issues when I moved in as they were trying to charge me for. I called and left several messages and emailed several times to no response. They are 100% conducting shady practices and then turned me over to collections after never responding to any emails or phone calls for months. I am willing to pay, but the original bill with the utilities being adjusted correctly and not having a collection item on my credit report. They do need to be reprimanded for these practices though. They are preying on innocent people thinking that we will just pay so we don’t ruin our credit.

  Business Response

  Date: 07/03/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the experience you had with your final billing at Avana on the Platte, particularly regarding the utility charges, carpet and paint-related fees, and the challenges you faced in getting a response.
  We’ve contacted the team at Avana on the Platte as well as their leadership team so they can investigate further and ensure a Greystar representative follows up with you directly. You should hear from someone within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/01/2025

  Type:Product 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.

  Date of Incident:6/27-6/30/25
  Nature of Complaint:
  I am filing a formal complaint regarding the unacceptable and unprofessional experience I had with Parcside Townhomes and its management team. I was scheduled to move into Unit *** at this complex on 6/27/25. However, upon arrival, I found the unit to be in completely unlivable condition.
  The apartment had an overwhelming, persistent odor that made it impossible to remain inside for more than a few minutes. The floors were dirty, the unit was clearly not properly cleaned or prepared for occupancy, and the overall condition raised serious health and safety concerns — far beyond cosmetic issues. When I brought these concerns to the property manager, I was met with extreme unprofessionalism. The manager refused to walk the unit with me, citing “liability issues,” and showed no urgency or willingness to resolve the situation. Despite never taking possession of the unit, I was denied a refund and have been told I am financially responsible for a 14-month lease for an apartment I never moved into due to these health and safety concerns.The only positive experience I had was with the leasing agent, Eriele, and the assistant manager, both of whom were professional, kind, and genuinely concerned. Even Eriele expressed disappointment when I showed her photos of the unit. Eriele was told not to walk the unit by her manager due to “liability issues”.
  Resolution Sought:
  I am requesting a full refund of all monies paid toward the lease and written confirmation that I will not be held financially responsible for a unit I did not, and could not, safely occupy. Additionally, I am asking that the property management company address the unprofessional conduct of their onsite management and ensure future residents are not subjected to similar treatment.
  I believe prospective tenants deserve to know how this situation was handled, and I am prepared to pursue further legal action if necessary.
  
  I also have videos if needed

  Business Response

  Date: 07/03/2025

  Hi *********,
  Thank you for sharing your experience with us. We're very sorry to hear about the condition of the unit and the way your concerns were handled at Parcside Townhomes. That’s not the experience we want for our prospective residents.
  We’ve reached out to the team at Parcside Townhomes and their leadership so they can investigate what occurred and follow up with you directly. A Greystar representative should be in touch with you within 10 business days.
  We appreciate you taking the time to bring this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair 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.

  Nov 2024, I transferred units at Greystar Property (The Henri at Pike and Rose), from *** to **** (with a balcony). On 11/20/24, i submitted a service request that my patio door flew open in the middle of the night, and broke. I could not secure the door, therefore I had dumbell weights holding it closed. I followed up on 25 Nov, 7 Dec (twice), 20 Dec, 6 Jan, 16 Jan, 23 Jan for updates. I have been consistently told parts were on backorder. Maintenance finally came and sealed my door frame with silver tape to keep the draft out. I sent a message to Greystar Corporate via their website, where I then received a follow-up a week later from property Management. I was informed it would be a few weeks for parts. It's not July 2025, and still no updates from my property management. I paid a $2000 transfer fee to my unit, I pay my rent in full on-time every month, yet i'm not able to enjoy the apartment + balcony that i'm paying for. I have asked for compensation for this issue, and have not received anything or response. At this point, I don't believe the property will fix this issue before the end of my lease in Oct 2025. Compensation i'm seeking, should be a reduction in my rent to the cost of a 1bedroom + den (no balcony) for the amount of time i have not been able to open my balcony door and go out.

  Business Response

  Date: 07/02/2025

  Hi *****,
  Thank you for taking the time to share your concerns with us.
  We're sorry to hear about the ongoing issues you’ve experienced with your balcony door at The Henri at Pike and Rose, and we apologize for the delay in resolving this maintenance matter. We’ve contacted the local property team and their leadership so they can investigate further and have a Greystar representative follow up with you directly within 10 business days.
  We appreciate your continued patience, and thank you again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:07/01/2025

  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 former apartment address is Naya Apartment: 1095 W El Camino Real, apt 325. Sunnyvale, CA. 94087.
  I attempted to pay my prorated rent for the last half month through the **** resident portal, but an incorrect balance on the site blocked the transaction and made the account appear settled; because of this portal error, I did not immediately realize payment had not posted and could not correct the issue before the standard grace window began. Once the discrepancy became clear, I contacted the leasing office for assistance, yet a late fee was still assessed on June 6 without granting even a single additional day of grace to offset the system’s mistake. After moving out on June 15, I received a security-deposit statement dated June 21 that included charges for repainting and carpet cleaning, but management has provided no before-and-after photos, vendor invoices, or proration calculations as required by California Civil Code §1950.5. Because normal paint fade and routine carpet wear constitute ordinary wear and tear, any painting cost must be prorated over paint’s typical three-year life, and carpet-cleaning fees must be supported by evidence of unusual damage. Despite several follow-up emails, the landlord has neither supplied the mandated documentation nor removed the disputed amounts. I therefore request that the late fee be waived in light of the portal-induced delay and lack of a fair grace-period extension, that the painting and carpet-cleaning charges be withdrawn (or fully itemized and justified), and that a corrected final account statement with any remaining security-deposit balance be issued promptly.

  Business Response

  Date: 07/02/2025

  Hi ****,
  Thank you for reaching out and sharing your concerns with us.
  We’re sorry to hear about the billing issues and your experience following move-out from Naya Apartment in Sunnyvale. We’ve contacted the property team and Greystar leadership to review your concerns regarding the rent portal issue, late fees, and move-out charges. A Greystar representative will follow up with you directly within 10 business days.
  Thank you again for your patience as we investigate further.
  – The Greystar Team

• Initial Complaint

  Date:06/30/2025

  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.

  To Whom It May Concern,
  
  I am formally requesting the immediate termination of my lease agreement, signed on for a second time on Saturday, June 28th,2025, due to multiple failures by your management team that misled me during the leasing process.
  
  I scheduled a tour for June 7 and confirmed by phone on June 6. Upon arrival, Assistant Manager Cynthia M********* stated no units were available to show and promised a follow-up. Despite multiple calls from my wife, she never responded or followed up. This lack of communication was unacceptable and raised serious concerns.
  
  On move-in day, I was not given accurate or timely information about the total amount due. This caused unnecessary confusion and financial stress, despite my deposit being submitted in good faith.
  
  The overall customer service was unprofessional and dismissive. My attempts to resolve these issues were ignored, and no accountability was taken. These actions reflect a clear breach of trust and professional standards.
  
  Due to these issues, I believe the lease was entered into under misleading circumstances. Nevada law protects tenants from deceptive practices, and I am exercising my right to terminate the lease without penalty.
  
  I request the following:
  
  Immediate cancellation of my lease
  -Full release from all financial obligations, including rent, fees, and penalties
  -Written confirmation within 7 calendar days
  -I have documented all communications and am prepared to escalate this matter to the Nevada Real Estate Division and Nevada Legal Services if necessary.
  - Receive my application fee back of $360.00
  
  Sincerely,
  ***** ********
  ***************@********* / ###-###-####

  Business Response

  Date: 07/02/2025

  Hi *****,
  Thank you for reaching out and sharing your concerns with us.
  We’re sorry to hear about your experience during the leasing process at your property in Las Vegas. We understand how frustrating miscommunication and delays can be, especially when signing a lease and planning a move. We've contacted the local property team and their leadership so they can review your concerns in detail and have a Greystar representative follow up with you directly within 10 business days.
  We appreciate your patience while we work to address this.
  – The Greystar Team

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair 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 currently reside at The Charlie Mar Vista, managed by Greystar. My apartment’s AC has been non-functional since April 7, 2025 (12 weeks). I repeatedly contacted maintenance and the leasing office. For the first month, the thermostat would briefly work, only to shut off hours later. Despite this ongoing problem, follow-up visit were not proactively scheduled and caused weeks of delays.
  
  Additionally, I’ve submitted two incident reports regarding the leasing manager entering my unit without proper authorization. In the first case, I explicitly requested to be present during technician visits. I returned home that evening to find the work order closed and someone had entered my apartment. The second time, I approved technician access while I was traveling—with the condition the leasing manager supervise. The work order was closed on a Thursday, and I returned Monday evening to find my door unlocked. Upon confronting the leasing manager, he admitted to entering that morning without an active work order—violating my lease and posing serious privacy and safety concerns.
  
  I've since been escalated from the Leasing Manager to Jill R****** (Senior Regional Property Manager), who claimed no rent adjustments could be made until the AC is fixed. I’ve now been referred to Daniel Y******** (Resident Services & Claims Management), to whom I submitted a detailed report with photos on June 18. I’ve received no acknowledgment or follow-up. I’ve paid nearly $15,000 for an apartment that’s uninhabitable during the heat waves, drywall dust in my bathroom and bedroom, giant holes in the bathroom ceiling and hole in the closet, and an unsafe environment knowing my leasing manager can enter my home at any time. No one has tried to relocate me to an available unit, pay for temporary housing, provide a break on my rent, gas money to stay elsewhere, etc.
  
  This is one of the worst experiences I've ever had with with a property management company.

  Business Response

  Date: 07/02/2025

  Hi *****,
  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about the extended AC issues you’ve experienced at The Charlie Mar Vista, as well as your concerns regarding unauthorized entry into your apartment. We understand how frustrating and concerning this situation has been for you.
  We’ve contacted the onsite team at The Charlie Mar Vista and their leadership so they can investigate these matters thoroughly. A Greystar representative will follow up with you directly within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/30/2025

  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.

  Greystar - Collection 14 in Washington D.C. trespassed into my apartment unit without 24 hour notification, did work without me knowing or being OK with it and now is attempting to back bill me for $1700. I specifically told them not to enter my apartment as I was away and wanted to be present and schedule an appointment. The issue began with the voltage in my closet in my apartment on April 18th. I noticed the issue because my wifi did not work. I filed an issue with Verizon but they told me to move it under to under the TV outlet in my living room. I filed a maintenance request to fix the outlets in my bedroom and in the closet. Maintenance guys came and they messed with the transformer and it blew. Then they had to call an outside electrician because the electricity didnt work in my apartment. The outside electrician came and got the electricity back on but could not fix the outlets in the bedroom or the closet. Later that week, the Greystar community manager Sammie C****** called me and told me they had an electrician coming to address the outlets. This was not an emergency. I specifically said I do not want anyone in my apt without me there. While I was away, they went into my apartment with a different outside electrician, did not give me notification despite me telling them they need to and they need to schedule an appt, they did electrical work without me giving the OK and then now they are trying to pin the $1700 bill on me. Tenants are not responsible for fixtures unless there is willful misconduct. All I did was put in a maintenance request, ask for them to schedule an appointment with me and to not trespass on my property and fix the closet voltage and the outlet. Why would electrical outlet work ever be a tenant's responsibility. Why would they think it's okay to trespass on my property and why would they think it's ok to do work without me knowing and then trying to back bill me.

  Business Response

  Date: 07/02/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the experience you’ve had at Collection 14, particularly regarding the electrical work conducted without your consent and the ongoing issues with the air conditioning during the recent heat wave.
  We’ve contacted the onsite team at Collection 14, along with their leadership team, so they can investigate this situation further. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns in more detail.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/30/2025

  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 received 2 calls from ****** ******** collections for an unknown debt. 4 days later I received a letter and bill from "Greystar" communities for $306.00 for a move out balance. I have NEVER lived at a Greystar property or in the state of California that they are claiming I lived in at Be DTLA in California - address listed 1122 W 6th St #2245, Los Angeles CA, 90017. I have tried to call the company and cannot get through to anyone.

  Business Response

  Date: 06/30/2025

  Hi ******,
  Thank you for reaching out and letting us know about this situation. We’re very sorry to hear that you've received a move-out bill and collection calls related to a Greystar property that you’ve never lived at.
  We’ve contacted the team at Be DTLA and their leadership so they can investigate this matter further. A Greystar representative will follow up with you directly within 10 business days to help clarify and resolve this concern.
  We appreciate your patience as we look into this.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/30/2025

  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.

  We, ****** ******* and **** ******, are filing a complaint against Juniper Apartments, managed by Greystar, due to excessive and unjustified charges after our move-out from Unit ****.After our lease ended, we received a final bill of $1,000.75, including:•$750.00 for bulk trash removal•$488.57 for carpet replacement•Our full $300 security deposit was applied•$14.96 in interest was creditedThese charges are not only excessive, but also completely unsubstantiated. **** ****** handled the entire move-out, and the apartment was left completely empty — no trash, no belongings, and no visible damage. We received no photos, walkthrough, or itemized explanation to justify these costs.Under Maryland law, landlords are required to:1.Return the security deposit or provide a written, itemized deduction list within 45 days2.Refrain from charging for normal wear and tear (e.g., aging carpet)3.Provide proof/documentation of any damage beyond thatTo date, Greystar has failed to meet these legal obligations. The $750 bulk trash fee is especially questionable, as no items were left behind. We believe these charges are predatory and violate Maryland’s tenant protection laws.?Resolution Sought:•A full, itemized breakdown with photo documentation of all claimed damages•Removal or reduction of unjustified charges, particularly the trash and carpet fees•A corrected final balance reflecting only legitimate, lawful costs•A formal written explanation that complies with Maryland deposit lawIf this is not resolved promptly, we will file a complaint with the Maryland Attorney General’s Consumer Protection Division and pursue legal remedies through small claims court.Sincerely,****** ******* & **** ******Former residents, Unit ****

  Business Response

  Date: 06/30/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns. We’re sorry to hear about the confusion and frustration regarding the move-out charges you and Mary received from Juniper Apartments.
  We’ve contacted the on-site team and their leadership so they can review the charges and related documentation. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns further.
  We appreciate you bringing this to our attention.
  Sincerely,
  The Greystar Team