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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

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:04/12/2025

  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.

  To Whom It May Concern,
  
  I am writing to formally file a complaint against Greystar Property Management, Alaire Apartment 516 Stevens Renton WA 98057) regarding unresolved maintenance issues and poor customer service.
  
  On April 9, 2025, I discovered a serious leak in my bathroom ceiling, which was visibly coming down and showed signs of mold. I immediately went to the management office and reported the emergency. I was advised by an employee named Bill not to use the bathroom to prevent the ceiling from collapsing further and was told it shouldn't worsen within 24 hours. A staff member came to my home that day to take pictures of the damage.
  
  The following day, April 10, 2025, my son—who is listed on the lease—went to the management office to follow up and was told that maintenance would need to cut a 4x2 section out of the ceiling. Based on this information, I took the day off work in anticipation of the repair. However, no one showed up, and we received no further communication from management or maintenance.
  
  As of today, April 12, 2025, I still have not heard anything. The smell of mold is worsening, and I am still unable to use my bathroom. This delay is unacceptable, particularly considering this same company took four months to repair storm damage to my door from November 2024.
  
  Additionally, the management company previously withdrew money from my bank account for a charge I did not owe. This fraudulent transaction, along with their ongoing neglect, raises serious concerns about the integrity and reliability of this property management company.
  
  I am requesting that the Better Business Bureau investigate this matter and assist in prompting a timely resolution. No tenant should be forced to live under such conditions, especially when health and safety are at risk.
  
  Thank you for your time and attention to this urgent matter.
  
  Sincerely,
  ******* *****

  Business Response

  Date: 04/14/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the delay in addressing the bathroom ceiling leak and the impact it’s having on your daily life, especially with the smell of mold and the inability to use the space. We also understand your frustration given the prior delay in storm damage repairs and your concerns around past billing.
  We’ve contacted the onsite team at Alaire Apartments, along with their leadership, so they can investigate the situation further. A Greystar representative will be reaching out to you within the next 10 business days to follow up directly.
  We appreciate you bringing this to our attention and allowing us the opportunity to help get this resolved.
  – The Greystar Team

• Initial Complaint

  Date:04/12/2025

  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.

  After moving out on 10/1, I did not get any communications from the complex. After reaching out repeatedly starting in December 2024 to inquire, I have still not had my $500 security deposit returned that they informed was sent to me (at the wrong address and not what was provided). After communicating with the leasing office and others at corporate, still in April of 2025, NO resolution has been found. They have stopped replying to any and all communications. My next step will be filing in court as Indiana law says deposits are returned within 30 days.

  Customer Answer

  Date: 04/14/2025

  The property the complaint is against and managed by Greystar is Summit Pointe Apartments. 

  Business Response

  Date: 04/14/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the difficulty you've experienced regarding the return of your security deposit after moving out of Summit Pointe Apartments.
  We've reached out to the onsite team at Summit Pointe, along with their leadership, so they can investigate this matter further. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  We appreciate your patience while the team works to review and resolve your concern.
  – The Greystar Team 

• Initial Complaint

  Date:04/11/2025

  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 HAVE NEVER RECEIVED MY SECURITY DEPOSIT BACK AFTER MOVING OUT. ILLEGAL PRACTICE AND SHADY BUSINESS. NEVER renting from Greystar EVER again. I was a tenant of Alta Town Center at 6500 Roxboro St Unit 204, Raleigh, NC 27616 and moved out on 2/28/25. Almost 2 months later, I've never received anything about my return security deposit which was promised by the property management leasing office at Alta Town Center. I've provided all necessary documents, left the apartment pristine, and did everything correct upon move-out according to the lease and NEVER missed a payment. Greystar has been keeping my (and others, presumably) security deposits and will not answer any phone calls or mails. They are impossible to reach and are illegally withholding people's deposits. They do not honor what's written on the lease and ignore the tenants. This is the worst property management company I've ever dealt with. I may have to make a complaint or file a small claims court for this, it's ridiculous

  Business Response

  Date: 04/11/2025

  Hi ******,
  Thank you for taking the time to share your concerns with us. We're sorry to hear you haven't received your security deposit following your move-out from Alta Town Center, and we understand how frustrating that must be.
  We've contacted the onsite team at Alta Town Center, along with their leadership, so they can look into the issue further. A Greystar representative will be reaching out to you directly within 10 business days to follow up.
  Thanks again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/10/2025

  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 filing a complaint against Escena Apartments for mishandling my lease, rent payments, and inaccurately reporting debt to a collection agency.
  
  Overview:
  I rented a 1-bedroom apartment with Escena for 13 months and planned to move into a 3-bedroom unit. My lease ended on November 7, 2024, with a scheduled move-in on November 11, 2024. However, Escena failed to provide the lease and delayed my move-in to November 15, 2024. After deciding not to proceed with the move, they sent me an incorrect final account ledger, which was later revised. However, the original incorrect balance was still sent to collections.
  
  Failure to Provide Lease and Delayed Move-In
  Despite multiple requests, Escena failed to provide the lease in advance. The apartment was unlivable due to plumbing issues on the scheduled move-in date, delaying my move-in until November 15, 2024. Due to no one checking the apartment in advanced.
  
  Incorrect Rent Charges and Failure to Honor Agreements
  I had a verbal agreement to keep my rent at the previous lease rate, but Escena applied a higher month-to-month rate, inflating my balance. The final ledger sent on December 8, 2024 showed an incorrect balance of $980.43 due to their system automating the charge, which included a $350 paint charge meant for a different tenant with the same name.
  
  Incorrect Collection Reporting and Debt Disputes
  Despite the revised ledger showing Escena owed me a refund, the original incorrect balance was sent to collections, negatively impacting my credit. The debt was reported to IQData Inc. under account number 9189864. I have not received any communication from Escena to resolve this issue.
  
  Unresponsive Management
  I attempted to resolve the issue multiple times through calls and emails, but Escena's management was unresponsive, causing frustration and delays.
  
  Refund Delays
  After receiving the correct account statement showing I was owed a refund, Escena issued it only after significant delays, requiring multiple follow-ups.

  Business Response

  Date: 04/10/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the challenges you experienced at Escena Apartments, including issues related to your lease, incorrect charges, and the reporting of a disputed balance to collections.
  We’ve contacted the team at Escena Apartments along with their leadership so they can review the matter in full. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and assist with next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/10/2025

  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.

  In June of 2024, we moved to Charlotte, NC from Jacksonville Florida. In doing so, we applied to a few apartment communities. Residences at Brookline was one of them and they denied approval. This meant that per their rules, they would refund the Admin fee for both myself and my husband (***** ******). We never received anything. We called several times and sent many emails. They had me reach out to some company that was not able to assist and stated that they had no idea as to why they had us call them. I've attached the emails I do have. The manager requested that I email the updated address for us here in Charlotte, which I immediately did, yet we still never received anything. It will be a year in June and I'm shocked that a luxury apartment community would take one through so much for a simple refund. I've lost track of everything and normally think about this every few months or so and check in. I checked in with the community today but as always, I doubt I'll here anything. Can you guys please assist with receiving what is owed to us? If needed, I can be reached at ###-###-#### or husband can be reached at ###-###-####.

  Business Response

  Date: 04/10/2025

  Hi ********,
  Thank you for reaching out and sharing your experience with us. We're sorry to hear about the difficulty you've had trying to get a refund following your application to Residences at Brookline. We understand how frustrating it can be to follow up multiple times without resolution.
  We've contacted the onsite team and their leadership at Residences at Brookline so they can review your concerns and the history of your request. A Greystar representative will follow up with you directly within 10 business days.
  Thanks again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/09/2025

  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 Name is ***** ****** . I recently moved out of Avana Eldridge apartments owned by greystar. The lease was up 3/26/2025 in apartment 1036. I gave the apartments their 60 days notice, though I moved out at the beginning of March I still paid the full month of March rent . I received an email from Sharon J***** on 4/8/25 stating that I owe $916.41. I have asked for an itemized statement .No one has given me an answer on why I owe this amount of money nor is answering the phone .could you please help me on resolving this issue. Thank you . ***** ******

  Business Response

  Date: 04/10/2025

  Hi *****,
  Thank you for reaching out and letting us know about your experience after moving out of Avana Eldridge. We’re sorry to hear about the difficulty you've had getting clarification regarding the charge of $916.41 and your request for an itemized statement.
  We’ve connected with the team and leadership at Avana Eldridge 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 clarify and address your concerns.
  Thanks again for bringing this to our attention.
  – The Greystar Team 

• Initial Complaint

  Date:04/09/2025

  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 husband and I moved out of an apartment managed by Greystar September 15, 2024. Greystar initially said that we still owed them approximately $80, this included after they made deductions from our $600 deposit. This included erroneous over charges & double charging from a utilities bill; there were no charges for damages to the unit. After a lot of getting the run around from Greystay, they have finally admitted (verbally over the phone) that my husband and I do not owe them money, they owe us money, in the amount of $251.24. However, they are now telling us that they (Greystar) no longer manage the property we had rented and that the new owners are responsible for returning our deposit. My husband visited the apartment complex and the manager said, no they are not responsible for returning our deposit, Greystar is responsible for the return of our deposit.

  Customer Answer

  Date: 04/10/2025

  The property is called The Trails at Canyon Creek.

  Business Response

  Date: 04/10/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the frustration you’ve experienced regarding the refund following your move-out from The Trails at Canyon Creek. We understand how confusing and frustrating it can be to get conflicting information.
  We’ve contacted the team at The Trails at Canyon Creek, along with their leadership, so they can review the situation and follow up with you directly. A Greystar representative will be in touch within 10 business days to discuss your concerns further and help clarify the next steps.
  Thanks again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/09/2025

  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.

  July 22, 2024 I paid a nonrefundable application fee of $180.16 and informed the Employee Heidi in person and over the phone that I would have additional pay stubs to add to my application after I began my second job within the span of 2 weeks. Our correspondence extended to August 3, 2024, when she unreasonably closed my application without fully processing the information provided. I followed up on the case with my credit card company and through ***** ****** (08/16, 08/27, 09/02, 09/06, up to 04/05/2025) without a resolution provided.

  Business Response

  Date: 04/10/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the experience you had during your application process at Fountainhead Apartments—specifically around the timing of your additional income documentation and the decision to close your application.
  We’ve contacted the onsite team and leadership at Fountainhead Apartments so they can review your situation in detail. A Greystar representative will follow up with you directly within 10 business days to discuss this further.
  Thank you again for reaching out.
  – The Greystar Team

• Initial Complaint

  Date:04/09/2025

  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’ve been complaining about my upstairs neighbors since I’ve moved in. I moved in out here in December. Been calling the office since January complaining and most they say is to keep calling. My neighbors are ridiculously noisy. The times that they make the most noise are insane. They always start around 10 PM and carry throughout the night all the way through till 3 AM. Sometimes the noise stopped from there but picks back up around 6 AM. The Most office the office do is tell me to call, who’s getting up out of there sleep at 12 in the night at 2 AM in the morning to call about a noise complaint while I’m trying to sleep because I have to in at 4 AM on some days . everything is I have been calling almost every night and when I go up there to the office to complain, they say oh yes, I received your calls. Continue to call. What do you mean? Continue to call. Then they asked me wht do I be hearing and I tell them it sounds like dogs jumping around. They proceed to tell me the neighbors aren’t supposed to have any dogs record it and they will send them a violation. I record multiple videos email them and it’s still the same thing. I asked them how many calls does it take for the violation to go through they tell me “I don’t know” , but I thought you said you could send it through after I sent y’all the videos of the dogs. I’m just annoyed.. 4-5 months staying here.. not one late payment nor violations and can’t even get a peaceful night of sleep. Like I promise the noise is so loud some night I’m jumping out my sleep thinking someone is trying to break in

  Business Response

  Date: 04/09/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're very sorry to hear about the ongoing noise disturbances you’ve been experiencing at Upton at Longhorn Quarry, and how disruptive this has been to your ability to rest—especially given your early work schedule. We understand how frustrating it must be to feel like your complaints haven’t resulted in meaningful action.
  We've contacted the team at Upton at Longhorn Quarry, along with their leadership, so they can investigate further. A Greystar representative will be in touch with you directly within 10 business days to discuss your concerns and next steps.
  Thank you again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/06/2025

  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.

  Our water smelled so bad when we moved in that it stained our body, dishes, and anything that it touched . We could not drink, bathe, or cook using this water and for the next 4 weeks we relied on water bottles. my water was not usable or drinkable water until October . 5 weeks after i moved in.
  On the day of move in we were racially profiled. After less than 15 minutes of being there we were approached by Doug . he asked did we know another black family that was sitting on the completely opposite side of the patio because they were smoking and he wanted to remind us there was no smoking. We had no interactions with that family nor did we agree that we knew them so the comment about smoking was simply made because both families were black. outdoor parking is $30/ mo and garage parking is $125. After moving in we noticed the gate on the garage had been broken for months. we simply decided to remove the vehicles all together until the garage was actually fixed and we were using what we were paying for.I was charged 2 late fees (1 in jan. 1 in feb) although my payments were not late. There was a month where we expressed rent would be late. During that month i was charged 2 late fees for a one month cycle. After 3 weeks of emailing the property manager i didn’t get any answer… they take 1-3 weeks to respond to simple things like questions, concerns, and maintenance requests.My neighbor who lives to the right of me is extremely racist. The female occupant has called me racial slurs on several occasions. They have violated me in many ways including coming to my apartment late at night, calling the police for false reports (which have been proven) , and making false noise complaints. i emailed the property about receiving complaints on days when no one is occupying the unit. i was told that if the neighbor said it was my unit there’s nothing they can do about it even after i gave proof that i was out of town. my ****** review can be read for more details under The Westlyn

  Business Response

  Date: 04/08/2025

  Hi *,
  Thanks so much for sharing your concerns with us. We're really sorry to hear about your experience with the water quality, parking garage issues, inaccurate fees, and the interactions you described at The Westlyn. We take all resident feedback seriously, especially when it involves concerns about health, safety, and how our team responds to your questions and needs.
  We’ve reached out to the local team and leadership at The Westlyn so they can investigate everything you’ve shared and reach out to you directly. A Greystar representative will be in touch with you within the next 10 business days to follow up.
  – The Greystar Team