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:04/23/2025

  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

• Initial Complaint

  Date:04/23/2025

  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 have been attempting to resolve the rental increase issue since March, as I find the proposed increase to be excessive. I have communicated to the office that I cannot afford the new rate and would like to negotiate, as I believe the pricing does not accurately reflect the unit I occupy. Furthermore, I find the annual 15% rent increase to be unreasonable. After receiving no assistance from the office, I contacted corporate multiple times until local management finally responded. I expressed my concerns, which led to a discussion about maintenance issues that should have been promptly addressed. These include a leaking air conditioning unit in the bedroom, causing water damage and an unpleasant odor, as well as an unsafe electrical issue with the bathroom exhaust fan that consistently leaks water. Despite multiple service calls, these problems remain unresolved. Maintenance personnel have repeatedly stated the need for specialized vendors or roofers, yet no one has come to properly fix the issues. Instead, they have focused on superficial solutions such as repainting the water-stained area around the exhaust fan, neglecting to address the underlying problems.

  Business Response

  Date: 04/23/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the challenges you've experienced with the rent increase and unresolved maintenance issues at your home. We understand how frustrating this must be.
  We've contacted the local property team at your community in Mount Prospect and their leadership team so they can look into these matters. 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:04/22/2025

  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 am disputing a final balance of $8,470.35 charged by my landlord for Apartment **** at Avana West Hill. I vacated the unit on October 25, 2024, after providing proper written notice to terminate my lease early under the buyout clause. Upon vacating, I was expecting a corrected final balance to proceed with the buyout payment within the required 7-day period. However, the initial move-out summary included incorrect charges, such as double rent for overlapping periods and an unexplained $1,981.29 rent charge.
  
  I reached out to the landlord’s finance team multiple times, between November 19, 2024, and January 30, 2025, via email and in person at the leasing office, requesting clarification and correction of the charges. Despite my efforts, no corrected statement was provided in a timely manner, and I was unable to proceed with the buyout payment as a result. Now, over five months later, I am being told I owe an excessive amount of nearly $8,500, which I find unjustified given my efforts to resolve the issue in good faith.
  
  I am requesting that the incorrect charges be removed, a corrected final balance be issued, and my account be closed without penalty, as I acted in good faith throughout this process and believe the charges are unreasonable.

  Business Response

  Date: 04/23/2025

  Hi ********,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about your experience with the final charges related to your former apartment at Avana West Hill. We understand how frustrating it must be to encounter discrepancies and delayed responses when trying to resolve billing matters.
  We’ve contacted the property team and senior leadership so they can investigate your concerns in detail. A Greystar representative will follow up with you directly within 10 business days.
  We appreciate your patience and the efforts you’ve already made to resolve this.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/22/2025

  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.

  Unreasonable and incorrect move-out charges.I obtained the approval to terminate my lease early without penalty and provided a 30 days move-out notice. I moved out at the end of March, but I received a move-out statement demanding over $20,000 in charges, which includes: Rent through October 2025, utility charges I already paid before.I request to correct the move-out statement balance.

  Customer Answer

  Date: 04/22/2025

  Attached move out statement. Apartment is The Triton, Property name is also listed in the move out statement. Thanks. 

  Business Response

  Date: 04/22/2025

  Hi ****,
  Thanks for sharing your concerns with us. We're sorry to hear about the confusion surrounding your move-out charges at The Triton. We understand you were expecting no penalties due to an approved early termination and that you had provided the required 30-day notice.
  We’ve contacted the team at The Triton along with property leadership so they can review the details and follow up. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns further.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:04/21/2025

  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.

  04/01/2023
  $200
  they were supposed to rent me a unit at an apartment but I was denied
  I would like my refund
  No,they have not tried to resolve it I keep getting the run around about my money

  Business Response

  Date: 04/21/2025

  Hi ******,
  Thanks for reaching out and sharing your concern with us.
  We’re sorry to hear about the experience you’ve had with your application at The Saulet Apartments and the frustration over the refund status. We’ve contacted the on-site team and their leadership so they can investigate and follow up with you directly.
  You can expect a Greystar representative to reach out to you within 10 business days to continue the conversation.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:04/20/2025

  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 charged a second $500 security deposit without written notice after transferring units. My lease says deposits are due before move-in, but I wasn’t asked until after moving. $86.06 I paid for water and sewer was misapplied to this second deposit. I also received a $200 parking ticket due to poor snow management and no available spaces. Lastly, I only got $460 of my original $500 deposit back, months after my lease ended, with deductions for wear-and-tear and cleaning, even though the apartment did not pass inspection before I left. I’ve requested $1,361.06 total.

  Business Response

  Date: 04/22/2025

  Hi ********,
  Thanks for sharing your concerns with us. We're sorry to hear about the billing issues you experienced at Avana Weymouth, including the second security deposit charge, the misapplied water/sewer payment, the parking citation, and your partial deposit refund.
  We've contacted the Avana Weymouth team and their leadership so they can investigate the matter in detail. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:04/18/2025

  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 currently am a resident of The Monterra apartment complex in Austin, TX and have been for two years. I am being charged $1,651 monthly for my rent for a 748 sq ft unit. The Issue I am reporting began on 2/13/25 when I received a notice for early renewal of my lease, I first communicated with the leasing office on 2/24 stating my interest in a unit.
  
  I went to the leasing office where I spoke to a leasing agent on or around 3/1/25 and inquired about getting a certain price on a unit that was lower than mine, to which she responded that as long as I have a screenshot of the unit price they would be able to honor it even if it changed.
  
  I returned to the leasing office on 3/5/25 the unit I was interested in had been leased out and when I arrived, I attempted to talk to the leasing agent but the Assistant Manager; Manali asked me to step into the office where we talked about me preferring to stay in my current apartment and just adjust to the current market rate to save the hassle of moving to a different unit in the same property for the lower price; but I was told "that decision was made above the property management level. I sent a follow up email to Manali documenting my request and intent regarding getting my rent lowered to match the current market value of multiple larger units (819 sq ft) that was going for $1,141.
  
  After a week of not hearing back (3/10/25) I put in a tentative transfer request to another apartment of the same size that faces mine for $1,270 which allowed my current apartment to be put up for lease. This put my unit on the market at $1,380 which I amended the transfer request to keep the same unit that same week.
  
  At this I had no communication for over two weeks at which point a new property manager was brought on and the market value went up to an average of $1,350 after an additional week (3/18/25) was the offer that he made. I signed a lease today (4/3/25) to prevent the rate from going even higher on me as the deadline was approaching.

  Business Response

  Date: 04/21/2025

  Hi ********,
  Thanks for taking the time to share this detailed feedback with us.
  We’re sorry to hear about the confusion and challenges you’ve experienced during your lease renewal process at The Monterra. We understand how frustrating it can be to feel like pricing isn’t aligning with what's advertised or discussed.
  We’ve shared your concerns with the on-site team and property leadership, and a Greystar representative will be reaching out to you directly within the next 10 business days to review your experience and discuss next steps.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:04/17/2025

  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 applied for an apartment on March 9th was denied on the 10th due to a false statement on my credit report. I disputed. Before dispute I asked for my monies to be refunded which I was told would be sent by check. I called several times after that being it’s ridiculous that I’m in the process of moving that it would be sent by check not to mention I was informed that my eldest son who is autistic should not have had to pay a fee. I received no response. It’s not over 6 weeks and with information that denied me being lifted I was informed that my check will be cut this week so even though I was now approved for the property it’s too late. I asked when it would be mailed and told they don’t know. I would like to know my rights and what laws in Nevada regarding the above. The people at the property are inadequate, uninformed and laughable. I have reached out to who they claim to be the agency that oversees them without response

  Customer Answer

  Date: 04/21/2025

  Aspen Ridge in Reno Nevada is the name of the property 

  Business Response

  Date: 04/21/2025

  Hi ******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the challenges you experienced with your application at Aspen Ridge in Reno, especially regarding the refund process and communication with the onsite team. We understand how frustrating this must be.
  We’ve contacted the team at Aspen Ridge and their leadership so they can review your situation in more detail. 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:04/16/2025

  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.

  Village at West University apartments, a Greystar managed company, has placed a refundable deposit in collections. We never signed a lease and did not move in. They sent it to collections and is now on our credit report. They said that once the application is approved, we cannot get a refund. However, they did not return our calls or emails between the time we applied and got the approval. Then, they tried to charge us a moving out fee. Our bank did an investigation and weeventually got our deposit back.
  
  See attached documents.
  
  **** and ******* ****

  Business Response

  Date: 04/17/2025

  Hi ****,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the experience you had related to your deposit at Village at West University, especially regarding the collection activity and the communication issues you mentioned.
  We’ve reached out to the team at Village at West University and their leadership so they can review your account and follow up with you directly. A Greystar representative will be in touch within 10 business days to help address your concerns.
  Sincerely,
  The Greystar Team

  Business Response

  Date: 04/17/2025

  Hi ****,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the experience you had related to your deposit at Village at West University, especially regarding the collection activity and the communication issues you mentioned.
  We’ve reached out to the team at Village at West University and their leadership so they can review your account and follow up with you directly. A Greystar representative will be in touch within 10 business days to help address your concerns.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 04/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me in that you are working to remove this from my credit report.  I reserve the right to reopen if it stays on my credit report.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Customer Answer

  Date: 04/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me in that you are working to remove this from my credit report.  I reserve the right to reopen if it stays on my credit report.
  
  
  
  Sincerely,
  
  
  
  **** ****