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

• 

  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:02/23/2023

  Type:Product 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.

  Hello,
  
  I'm a former resident of 5 MLK, APT ****, Portland OR 97214 along with ****** ******(now ******). We lived in apartment **** and moved out on January 6th of this year.
  
  We are owed a deposit refund check of $1,188.71 upon moving out as stated in the attached documentation and former email correspondence. This was due by law 31 days from January 6th. As of this email it has now been 48 days and the company is in violation of Oregon rental law pursuant to ORS 90.300, section 13.
  
  Here is the documentation for reference: *********************************************
  
  Our patience is wearing thin and I'm requesting that the original amount owed be sent immediately. We've been informed this was sent to accounting on January 24th, however it needs to be escalated as it's February 23rd and this is frankly unacceptable.

• Initial Complaint

  Date:02/16/2023

  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.

  On November 18th through 20th we had our first really hard rain and it was very cold outside. On November 20th. 2022', I woke up to what seemed like black paint splattered all over my patio door blinds, my white counsel and walls, only to get closer and find that it was at least a thousand bugs from outside. I have been living at this complex for three years, and had previously complained about the patio doors being damaged, which is why I have never used them (the problem was never address). I ran to the office, they tapped the patio doors, but the bugs were still coming in. The maintenance came by daily and continued to tape until it stopped. On December 24th, I came home to the same problem with the bedroom window. I ran to the office, again, for help; ABSOLUTELY no one came to help me, in-fact, I was treated poorly by the maintenance man of 15 years. This issue could not be resolved by maintenance, so in January, YES January, they finally called in the ***** ******, whom chalked the outside of the doors, told me he had to go and to get a zapper. This did not work, so again the window had to be taped. I went to management, whom called the ***** ****** again, even after I explained what happened, and it was worse that the first time, nothing was done. I was told to take a video of the bugs coming in, and that he had to go. The manager has done a poor job resolving the issue. Finally maintenance came and noted that the doors were not leveled, and were severely damaged. He attempted to repair the doors with no luck. To date bugs are still coming in. In November, I had to spend money staying out, I was not able to celebrate the Holidays, I have had to purchase supplies (tape, etc.) to keep the bugs out. I have been living with tape on my windows since November (please see attached photos). This company has not offered reimbursement of any sort. I would like to owner to come see this for himself. SOLLE Davie office hands are tied, and they have no idea what to do. SAD

• Initial Complaint

  Date:02/07/2023

  Type:Product 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.

  it started when i moved in about 11 months ago multiple tickets created and no action from the property management, staff was very rude and i was asked to leave the site multiple times, after a large water leak they enter the apartment without authorization nearly destroying the apartment the dust damage my 75 in tv and after the report and asking them to repair they try to evict me because i didn't want to sign, the repairs where so big that i felt i wanted to sever the lease but they wanted money, the apartment was filled with cockroaches and they did they repairs anyway without my consent and damage electronic devices inside the house when they wanted to make more repairs they ask me to sign or be evited,
  
  a few months later they trick me into moving to another apartment that was better and cheaper but they told me only if i resign my notice they can give me a quote, later they change the price and apologies for it, is a very unethical conduct one after another event, i am sure they impacted my credit and did all they could to harm the tenant with bad intentions

• Initial Complaint

  Date:02/07/2023

  Type:Product 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.

  On August 17,2022, I put a $500 deposit on Apt. 1429 which was going to be in the Overture Tributary 55+ apartments that were under construction in Birmingham AL. At the time I was told by Ashley D****, a Leasing Consultant, that my $500 was COMPLETELY REFUNDABLE. I cancelled my hold on the apartment on October 20, 2022 and was told I would receive a check in the mail for $500 in 30 to 60 days. I emailed Lisa Bearden, the Property Manager, several times. On Nov. 11th she emailed me that “ She would do her best to ensure my hold fee is returned to me as quickly as possible.” The last response from her was an email on December 28th saying she would check with Accounting about my check. I still have no check. I called the Greystar corporate office 3 times over the last two weeks and each time I’m told I will be called back by the end of the day but no ever calls! The last call I made to Greystar, I was told that there is a delay in giving me my $500 because the building is still under construction. This sounds like an illegal pyramid scheme and I believe I am a victim of fraud.

• Initial Complaint

  Date:02/02/2023

  Type:Order 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 April/May 2022 I went to the leasing office and informed them that I will be moving out once my one year contract ends in July. I was told to move out by July 18 and needed a written notice. So on the same day I went back to my apartment, typed up a move out notice with “July 18” on there as I was told to do so. I signed my name at the bottom and brought it back to the office on the same day. The secretary signed the move out notice and made a copy of it to keep. I kept my original copy. On July 18, 2022, I moved out of my apartment and returned the keys as well as signed the paper that states that I had moved out. In late August, I received a mail from ** **** Collection, saying I owe some $600+ to Carelton Courtyard Apartments (also called University Place). I contacted the apartment but could not get ahold of anyone by phone or email, so I drove over an hour down to Galveston to talk to the manager Joe Mallard. I was told that I owe money for the month of August 2022. However, that information is incorrect because I was told I had to move out by July 18. Joe had talked to his secretary after my departure to confirm if I had moved out or not and it was confirmed that I did turn in my keys to the secretary but my paperwork was somehow missing. Joe and the secretary said that someone in the office had messed up when filing my move out paperwork so that’s why the system charged me another month of rent. Joe said he would contact administration to get this fix and send over a ledger to ** **** collection to cancel the charges. After waiting about two weeks, I checked back with Joe and had been driving down to Galveston every week to get updates on the situation (since they did not pick up their phone calls with me). I did not hear a response from Joe and was told to only “wait” when I asked at the leasing office. So I waited and it has been about 4 months now and my credit score has been decreased by 130 points. Could you please help me with this situation? If you need scans of my monthly rent payment, move out notice letter, or emails between Joe and I, please let me know. Thank you.

  Business Response

  Date: 02/02/2023

  In response to this claim, Cushman & Wakefield does not manage this property anymore.  All resident information is left with the property and the new management company which is Greystar.  The regional property manager has reached out
  to Greystar to see if they could pull her file so that we may respond.  Unfortunately, we were unable to get a response.  The owner/property management would have to agree to remove the amount from the collection agency.  The contact for Greystar is Beverly N***** - *******@greystar.com.

  Customer Answer

  Date: 02/02/2023

  After receiving this message from Lori W******, I reached out to Carelton Courtyard by phone (************). I was told that Greystar had already responded to the regional manager from Cushman and Wakefield regarding their request. I was also told that Cushman and Wakefield was the ones who sent me to collection and that I would have to contact someone from Cushman and Wakefield to resolve this matter. 

• Initial Complaint

  Date:01/31/2023

  Type:Billing 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.

  My name is ****** **, and I'm a victim of a greystar property: The Washingtons Apartments at Melrose, MA. I wrote you this message is because I'm truly desperate by being ignored by the receivable department even after an official demand letter:
  
  I applied this apartment but got denied in 2019, so I've never lived there.
  During the application process: we paid application fee and deposit by credit card. We understand the application fee is un- refundable, but we never got our $500 deposit back. After over 30 days of waiting, with no response from the management, we disputed this charge with our credit card company.
  
  Fast-forward to 1/16/2023, I was unfairly charged a fee $100 on my account # ********. The apartment manager admitted the error and willing to remove it, but the receivable department is not cooperating. My husband was able to get hold of the specialist Kyle H***, we were threatened to send this fee to collection and wreck our scores. That was the only time we spoke with him, after that: numerous calls, emails, messages, I received zero response from them, even after I sent a written demand letter.
  
  Please help with this issue.

• Initial Complaint

  Date:01/30/2023

  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.

  I notified staff in November 2022 that I would not be renewing my lease. This information was not passed on to other staff members. I was out of town during the holidays with limited access to wifi - I did not send the paperwork in. What the office staff tells you differs from what's in the lease agreement, this then gets pointed out after the fact. The staff is unprofessional, dishonest, and unethical. I have been told differing things depending on who you speak to. Staff also has complaints from other tenants. They are charging me extra money from security stating I did not notify them of my intent to vacate prior to the 30 days. Staff is unresponsive and hostile.

• Initial Complaint

  Date:01/26/2023

  Type:Product 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.

  I was living at ******* ***** in Roy utah run by greystar. I was renting apt 99. I gave the manager karina a security deposit for $500. I moved-in on June 17 2022, I decided to vacate on December 1st 2022. I spoke with the manager karina at the time about moving out and that I would pay rent until the unit was rented out so it would break my lease. Somewhere around the 10th of December I spoke with karina and asked if the place was rented out and she informed me that it had been taken over by someone new so I asked about my security deposit. She told me it would be mailed and asked for my forwarding address which I had given to her but I provided it again. Later in December I reached out again because I hadn’t received a check and she told me her system was down and wasn’t able to tell me when it was mailed but that it had been mailed. I waited for that check and still nothing. I reached out to the greystar office in salt lake utah and they said it might take a month. Now it’s been over a month and still no check. Now when I call the greystar phone number only an operator answers.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair 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.

  They're failing to pick up dog business and won't open the dog park. It has been closed since last year due to lack of cleanup. Pet parents are getting irritated paying for these amenities to be taken care of and are tired of themselves AND their kids falling in, stepping in, and being around dog business that can potentially cause health issues. They refuse to punish residents who don't clean up dog business and their workers also refuse to help clean and keep it in livable conditions.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair 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.

  My wife and I lived at the Solana at Grand Apartments located at 1501 E. Grand Avenue, Escondido, CA 92027 from September 2019 to October 2022. They are owned by Greystar, and managed by Eagle Rose LLC. At move-out, there was a final inspection walkthrough where we were told that everything was okay with the apartment, and that we would most likely get some money back from our security deposit. However, a couple of weeks later, we got a letter stating that we owed Greystar $437.80 on top of them keeping our $750 security deposit. They allege that we owe them for replacing the glass on a window, the gasket on the fridge, and the carpet. There were no broken windows at move-out, and the pictures they provided of their evidence for the charges do not show any broken windows, gasket, or irreparable damage done to the carpet that wouldn't qualify under normal wear and tear. Therefore, I have been asking Greystar to remove the carpet, gasket, and glass replacement charges from my account (Account# ********) since November 8th, 2022, but the accounts receivables representatives at Greystar (Teresa L**** and Jeffrey A******) maintain that I have to pay for these charges because of the invoices they have. According to them, just the invoices they have (attached below) are enough evidence for me to be charged. They also stated over the phone that the final walkthrough saying that everything was fine with the apartment does not count at the end as evidence that everything was actually fine with the apartment even if they can’t provide any picture evidence.
  
  Besides there not being any damage done to these items, I'm also skeptical of their charges because, before we moved out, the new lease would force any new/renewing tenants to not be part of any class action lawsuits against them in case of any disagreements/disputes with their tenants. I hope that I am the only person they have tried to do this to, but I suspect that they have done this to other former residents also.