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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

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:04/30/2025

  Type:Order 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 lived at this Greystar property since December of 2023. When I signed the contract for our 1 bedroom apartment Greystar staff informed me and my spouse that we are not allowed to have or operate any loud exhaust or loud vehicles while we rent. I sold my ****** ***** for this same reason it was modified and had an exhaust, since December 2023 Greystar staff has been allowing some residents with loud exhaust do whatever they want. I have 4 people in direct vicinity one with a grey lifted jeep very loud off-roading exhaust late and early in the AM everyday. There is another resident two buildings away from mine with older red mazda miata racing over speed bumps until the rev line also mostly late at night. This all happens on Greystar's property daily, when I emailed their property manager Kiki Aguilar she didn't even read my email and refered to the matter as me bothering her and I should contact their parking contractor. I never told her anything about parking! This about loud exhausts and not being able to get a full night's sleep and this was their own rule since 2023. But I believe they are intentionally not addressing this because they are discriminatory towards me and wife for being brown people. This unacceptable where is your accountability, where is your common sense, where is our contract everything is written in it and Greystar is in breach of that contract.

  Business Response

  Date: 05/01/2025

  Hi *******,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about the noise disruptions you’ve experienced at Casoleil Living and the frustration surrounding how your concerns were addressed.
  We’ve contacted the team at Casoleil Living along with their regional and property leadership so they can further review this matter and follow up with you. A Greystar representative will reach out within 10 business days to discuss your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/29/2025

  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.

  This company continues to report falsely to my credit. I stayed in one of the buildings called Generation Atlanta and after having several issues with the on site management and reaching to the mangers above them about the drugs and sex trafficking going on at the place along with just several other normal apartment issues they offered me to leave without paying anything and I left but they still are reporting falsely on my credit. I still have the letter and they have a copy as well that they wrote and agreed to after trying several outlandish things to cause me problems. I simply want this removed from my credit before I have to make things public again and without a filter this time. This is my 3rd time reporting this to the BBB and it’s my last time asking in this manner.

  Business Response

  Date: 05/01/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience at Generation Atlanta and the ongoing credit reporting issue you’ve described. We understand how frustrating this must be, especially given your prior attempts to resolve it.
  We’ve contacted the team at Generation Atlanta along with their regional and property leadership so they can investigate this matter further. A Greystar representative will be reaching out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/29/2025

  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.

  I submitted a completed rental application and paid a refundable deposit of approximately $260 Thursday night. On Friday morning I was told my application was incomplete, so I called for help to understand what else they needed to complete thr application and was told someone would call me back to help me. No one ever called me back. I have called 3 more times for help with my application and nobody will return my calls. I finally gave up today and decided to just find another apartment in a better building that actually cares about customer service. Today a very rude man named Corey S**** told us since its been more than 48hours they will not return our refundable 260$ deposit. Nobody would help us figure out what was wrong with our application and now they just want to keep our money. I think maybe these people are running some kind of a fraudulent scam to get money out of people without having any intention of filling some of these units. They literally won't help when we call and now they want to keep our "refundable" deposit. I didn't see anywhere on the website that the deposit was non refundable after 48hours. COREY S**** was very rude to me and even laughed at me when I tried to just cancel the application and get our deposit back. He was talking over me and telling me that if we pull our application, we lose our refundable deposit. I just want to cancel my application because these people have literally ignored me for the past 4 days and I don't think it's a good place to live if they can't even call you back for 4 days strait. Thank you

  Business Response

  Date: 04/30/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the difficulties you encountered during the application process at The Gallery at NoHo Commons, including the lack of communication and how your deposit inquiry was handled.
  We've contacted the team at The Gallery at NoHo Commons and their leadership so they can review the situation and follow up with you directly. You can expect to hear from a Greystar representative within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:04/29/2025

  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 moved out on 5/5/2024 of last year. I then receive a move out notice on 5/31/2024 with a balance of $745.24 showing charges of rent from 5/5/24 through 5/13/24?! How is that so if I was moved out. I have called several times to GreyStar and they have mentioned it was an error but I was still receiving the notice. I have also went in office to the Union in Oakland, CA and the manager has printed me the ledger stating that Greystar is incorrect and the balance owed is $83.30 .I have made numerous attempts emails and calls and it has been ongoing for nearly a year! There has been so much turnover at the complex as well and reaching out to someone at greystar is non existent.

  Business Response

  Date: 04/29/2025

  Dear *****,
  Thank you for taking the time to share your concerns with us. We apologize for the billing issues you encountered following your move-out from The Union in Oakland and the challenges you've faced in trying to get them resolved.
  We have contacted the property team at The Union and their leadership team so they can carefully review your concerns and reach out to you directly. A Greystar representative will follow up with you within 10 business days to discuss your account and address the matter.
  We appreciate your patience and the opportunity to work with you toward a resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/28/2025

  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.

  Fire alarms going off at 7 am, 2:30 am, 3 am, and 5:30 am, three of which were in the same night. Non functioning gates on front half of the building for entire tenancy, meaning limited access to our own apartment through traffic in the parking garage only. Exorbitant 100s of dollars a month in additional rent charges not refunded, despite illegality of keeping the ill earned gains. Non functioning keys for months. Gates are always propped open due to none of the gates working, ever. Staff unwilling to resolve issues—takes weeks for a response, expect platitudes—issues never actually resolved. Money demanded never refunded, gates never fixed, off leash dog owners never penalized, fire alarms going off all night long for 10 minutes a time, amenities still up on website non functioning for duration of tenancy (good luck w the pet wash station—doesn’t exist). And if you think that you’ll receive even a dollar off of your rent due to the uninhabitable living situation, you’re wrong. Expect the bureaucratic runaround and not a single issue to be resolved. They’ll simply continually add monthly fees to your bill that takes months for them to explain. Don’t get distracted by the (odd) 5 star reviews. Read what we are actually experiencing—a nightmare that we can no longer afford to fight, due to being stripped of every cent in fake additional fees and not having slept, due to fire alarms going off all night long.
  
  We moved 5 months ago and have yet to receive our security deposit in full. I lost thousands in moving fees for choosing to move to the Verge. Every email goes to a new person and the deposit check has yet to be received. I'm now seeking the full 3,000 in moving fees lost for choosing Verge, in addition to the security deposit we email about weekly but have yet to receive 5 MONTHS LATER. I have email proof of all of this: the gates, the fire alarms and evacuations all night long, the additional charges, and the kept deposit.

  Business Response

  Date: 04/29/2025

  Dear *******,
  
  Thank you for sharing your concerns with us. We sincerely apologize for the challenges you experienced during your residency at Verge in La Mesa, including issues related to maintenance, gate functionality, fire alarms, communication, and your security deposit.
  
  We have contacted the property team at Verge, along with their leadership, so they can thoroughly review your concerns and reach out to you directly. A Greystar representative will be in touch within 10 business days to discuss your situation and next steps.
  
  We appreciate your patience as we work to address this matter.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/28/2025

  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 am a resident at [Apartment Complex Name], where internet service is included as an amenity as part of my monthly rent. Over the past several days, the internet has gone out multiple times — it would be restored temporarily, then go out again. As of today, the internet is completely down and has been for an extended period.
  
  I work remotely full-time and rely on a wired Ethernet connection to perform my job. These repeated outages have severely disrupted my ability to work and have resulted in lost wages.
  
  I contacted the leasing office to request assistance and reimbursement for the impact. However, I was told that although internet is included as an amenity, they are "not responsible" for outages. Since internet service is part of what I pay for through my rent, I believe the property has an obligation to maintain the service at a reasonable and reliable standard.
  
  I am requesting either a rent credit for the periods without service or immediate action to fully restore reliable internet. I have made a good-faith effort to resolve this directly with the leasing office, but no satisfactory solution has been offered.

  Customer Answer

  Date: 04/29/2025

  I am a resident at Shiloh Green Apartments, where internet service is included as an amenity as part of my monthly rent. Over the past several days, the internet has gone out multiple times — it would be restored temporarily, then go out again. As of today, the internet is completely down and has been for an extended period. I work remotely full-time and rely on a wired Ethernet connection to perform my job. These repeated outages have severely disrupted my ability to work and have resulted in lost wages. I contacted the leasing office to request assistance and reimbursement for the impact. However, I was told that although internet is included as an amenity, they are "not responsible" for outages. Since internet service is part of what I pay for through my rent, I believe the property has an obligation to maintain the service at a reasonable and reliable standard. I am requesting either a rent credit for the periods without service or reimbursement for lost wages. I have made a good-faith effort to resolve this directly with the leasing office, but no satisfactory solution has been offered.

  Business Response

  Date: 04/30/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the internet outages you've experienced at Shiloh Green Apartments, especially given the impact it’s had on your remote work. We understand how important a reliable connection is, and we’re sorry this issue has disrupted your ability to work.
  We've contacted the team at Shiloh Green Apartments and their leadership so they can investigate the situation and follow up with you directly. You can expect to hear from a Greystar representative within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:04/25/2025

  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.

  I completed a rental application at the Ascent at Campus Life apartments in Scripps Ranch on April 16t, 2025 and was charged a holding deposit of $333 four times totaling $1333 and requested a refund of my money as I informed the manager on April 18t, 2025 that I was no longer interested in renting an apartment. It is now April 24, 2025 and I still have not received a refund.

  Business Response

  Date: 04/25/2025

  Hi *********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the difficulty you’ve experienced regarding the refund of your holding deposit at Ascent at Campus of Life Apartments.
  We have contacted the property team and their leadership so they can investigate the matter and have a Greystar representative 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:04/24/2025

  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 reported having no hot water on a Friday, using our maintenance portal. The request was received immediately and marked “in-progress”. No one called, or came to fix it that Friday. I was not home Saturday (as I needed hot water to shower and prepare), then I returned Sunday, still no hot water.
  
  I called the emergency maintenance line, and they fixed it 4-5 hours later.
  
  I received a call from my propery manager who said they “did not receive” my request until Sunday when I called. She proceeded to say they would not compensate me for 2 days of unlivable conditions, and that it was my fault for not calling. However, I did submit my online request.

  Business Response

  Date: 04/24/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay in addressing the hot water issue at your home at Genoa Lakes. We understand how frustrating it must have been to go without hot water and to feel that your maintenance request wasn't acknowledged in a timely way.
  We've contacted the onsite team at Genoa Lakes, as well as their leadership, so they can investigate what happened and ensure you receive follow-up. A Greystar representative will be reaching out to you within the next 10 business days.
  Thanks again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/23/2025

  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.

  In association with one of their properties, I signed a yearly rental agreement. In which a number of agreements were made including being in a smoke free environment. My personal space, which I have faithfully rented for 6 months, has been filled with marijuana smoke on a daily basis from neighboring tenants. Property management refuse to take any action and refuse to respond to direct communications. The space which I continue to rent is unliveable, literally unliveable as it is constantly filled with smoke, a fact I cannot fix myself.

  Customer Answer

  Date: 04/24/2025

  The greystar property is Bask Deer Valley, an apartment complex they own/manage.

  Business Response

  Date: 04/24/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the ongoing smoke issues in your home at Bask Deer Valley and that you’ve had difficulty getting a response. We understand how frustrating this must be, especially given your expectation of a smoke-free environment.
  We’ve contacted the onsite team at Bask Deer Valley along with their leadership so they can look into this matter further. A Greystar representative will reach out to you within the next 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 05/27/2025

  The management company contacted me stating they were speaking with legal counsel and would get back to me when they have a course of action. It has been a month and despite an email from me last week, they remain unresponsive. They have not gotten back to me and the original issue of marijuana smoke in my apartment persists. I would like to reopen the complaint as they have returned to their radio silence and have taken no action(s).

  Business Response

  Date: 05/28/2025

  Thank you for your recent
  correspondence. Please note that legal counsel is currently involved with this
  matter. To ensure clear and appropriate handling, we request that all further
  communications and inquiries be directed through our legal representative.

• Initial Complaint

  Date:04/23/2025

  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.

  Leasing office won't return calls or emails about getting my security deposit back.
  
  San Marino Apartments
  2175 Aborn Rd
  San Jose, CA 95121
  888-340-1382

  Business Response

  Date: 04/24/2025

  Hi *******,
  Thank you for reaching out and sharing your concerns. We’re sorry to hear you haven’t received communication about your security deposit refund from San Marino Apartments.
  We’ve contacted the property team and their leadership so they can look into this further. A Greystar representative will be in touch with you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team