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Business Profile

Property Management

Greystar

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 2,331 total complaints in the last 3 years.
    • 809 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2023

      Type:Product Issues
      Status:
      Answered
      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 apartment lease ended September 30th 2022 and my apartment management owes me part of my deposit back. They’ve sent multiple final statements with incorrect final amounts and the last bill had a refund due to me.
      I’ve contacted both Greystar and the leasing office and neither can tell me where the in the process the payment is or when it will be paid out.

    • Initial Complaint

      Date:01/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 filed a complaint on this company already. The property is Elan Williamsburg in Williamsburg Va. I received my final bill and they are charging me for things I have never been charged for in my life. My apartment was not dirty or unkempt. I was told I can pay my final rent in January but I was unable to get into the portal. I have not received any paperwork from this company other than what I have added to this complaint. I have felt extreme discrimination while living at Elan Williamsburg which has made my PTSD and anxiety go up. I have had to seek mental health treatment behind dealing with these people. Looking at the amount they are saying I owe, it’s wrong and ridiculous! I need a solution. I should not have to pay some of these extra fees to include a resetting fee. I have never been charge for anything like this in my life as a renter. Please help me to resolve this issue and for this company to send me the right amount I owe. Thank you

    • Initial Complaint

      Date:01/06/2023

      Type:Product Issues
      Status:
      Answered
      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 fiancé and I recently applied for an apartment. We had to pay our application fees as well as $150.00 administration fee. We were denied which was fine. I reached out to the apartment complex via email asking if our $150.00 will be refunded. They emailed back and said it should be refunded via check. We have yet to receive anything. I emailed them back asking did they mail the check and I get no response from them. They was quick to take our money but trying to get it back is a hassle.

    • Initial Complaint

      Date:01/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 received a notice about change of management on my door but I’m not able to get ahold of anyone no one has been in the office and there are no employees to contact. The notice I had on my door for who to contact with questions are non working numbers the maintenance people said they don’t know anything and I need information about my rent. The online portal was took down, I have questions about that and also how much my rent is for this month. The maintenance man contact # *** *** **** told me someone will be in the office 1/2/2023 now he is saying tomorrow but he doesn’t know when and rent is already due. I tried to contact ascension (the new management) with no luck because they don’t answer calls. Can someone please help I’m a resident of Summit at Champions and I do not know how much my rent is and where to pay, I’m ready to pay rent there is no one to contact all numbers are non working numbers and no one has replied to my emails

    • Initial Complaint

      Date:12/20/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Oct 29: I moved out of the MacArthur Commons apartment complex in Oakland, CA.

      Nov 2: I received an emailed Final Account Statement from the assistant manager stating that $1,545.52 was due to us with a statement at the bottom that said "You will receive your refund check from our corporate office within 21 days."

      Nov 21: I emailed them back stating that we had not received the check yet, and they provided a partial screenshot showing that the check was actually cut on November 15th and to "please allow 21 business days as your check is coming from our corporate office in Texas." They did not provide any additional contact info.

      Dec 5: I emailed the complex back, as I had still not gotten it, and also provided a link to the California Court website stating that "After a tenant moves out, a landlord has 21 days to mail or personally give to the tenant an itemized list of the deposit...[and] any remaining refund of the tenant's deposit."

      Dec 7: The assistant manager replied on December 7th and said "We legally have 21 days to send an itemized list of charges, and not actually receive [sic] the refund." On the same day she also noted "I see your check was cut on 11/15 to the address listed below. I already reached out to our accountant to place a stop on the check below and reissue another check immediately." I replied immediately on December 7th noting that it is not sufficient to just cut a check, they are required to mail it. There is no confirmation that this check was mailed (either the first or the second) and I have received no additional information about this alleged second check, like when it was mailed or what the check number is. I also requested that she confirm the full address they are using, as her screenshots continually only show the street address and unit number, not the city or state and got no reply. I have since received plenty of other mail to this address, both direct and redirected through the post office's forwarding service.

    • Initial Complaint

      Date:12/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The Creole on Yorktown property management team at 2400 Yorktown St does not care about their residents at all. They hired a third party vendor to access apartments unsupervised. I have only lived here for 2 months and already had a theft issue.
      They sent a notice on 12/3/22 that the between M-F of the following week, they were going to send in their hired contractors to make repairs. I left on a business trip the same day the notice was sent. After returning on 12/8/22, I noticed that two gold necklaces were missing from my apartment. There was no signs of forced entry to my apartment. After thoroughly searching every possible location, I called management twice with no callback. Next I went to the leasing office in person and they were going to call their vendors to ask about the necklaces. I asked for the name of the business, date of entry and number of people that the property management gave access to. They would not provide that information to me.
      They said I should just file a claim on my renters insurance. They are barely lifting a finger to actually help me get my jewelry back. These necklaces have more sentimental value to me. And I made it clear I just want them back.
      I do not feel safe or taken care of at this property.

    • Initial Complaint

      Date:12/06/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 05/2022 I moved in Eleva Apartments which then managed by grey star , MANAGER: Kacie G*****. June 17th I then reached out to management via email to state that I had applied for Fort Bend County rent relief the manager Kacie G***** responded confirming . 07/08/2022 I then sent her proof of rental assistance showing I was assigned a case manager and was about to be allocated funds. 08/10/2022 my case manager reached out to me for my ledger which I requested from management and was provided. My balance had not been paid since July but no notices to vacate were issued to any of the tenants nor any eviction pleadings. 08/31/2022 without prior notice the company was then taken over by EXPPM Exponential Management Group. The immediate new management (Bertha V********** -Assistant Manager, and Malcolm W*****- Manager) were placed in. They sent out an email stating that all rent cost were due immediately. Bertha then reached out to tenants via door to door 09/13/2022 to issue out notices to vacate. I reached out 09/13/2022 later that day via email to let her know about the rental assistance I had already applied for . NO RESPONSE . I then resent the email and attached the management email which is ***********@exppm.com . I proceeded to call the front office and Bertha V********** told the leasing agent to tell me she would not accept it. I ask to speak directly to her , agent stated she was busy. I then sent out an email 10/03/2022 AGAIN TO RESOLVE THE ISSUE. So once my case manager approved me I had to decline due to management refuses to accept it . Fast forward 10/17/2022 Bertha files Petition for Eviction. Which was my birthday so I was not home at all. New management never came in to offer current tenants resources nor did they care or have integrity. Within October - November while researching they’re more than 60 eviction cases for property. 12/06/2022 at 3pm is the EVICTION HEARING . Company is in violation of FCRA AND FDCPA.

    • Initial Complaint

      Date:12/05/2022

      Type:Product Issues
      Status:
      Answered
      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 October 31, 2022, I went searching for rentals near my new job with my daughter when towards the end of the day we decided to try an apartment we found on ******. At first, it was fine, the manager showed us around and showed us the unit, but then towards the end of the tour we started to feel pressured, she just kept talking and talking (I was still working and I needed to attend a Zoom meeting which I kept saying that I needed to leave and she just ignored) and telling us to apply right away in the office, my daughter started the process on her phone, and we, again were going to leave, when she goes into the office and says something about needing more information for financials, etc. I finally left to go to the car to conduct the meeting on my phone while my daughter was still in the office with her for more than 20 minutes. The application fee total for two people was $101.88, and the deposit along with the application was $700. We were not accepted, only conditionally because of income ratio. We could not provide proof of more income and decided to not take an apartment that was over 50% of my income. We emailed the same day and told her that we wanted to cancel our application. Then she sends an email (Nov 1) saying that she will refund it, showing a form like we signed a lease, and telling us we would receive the deposit in 21 days! It has been more than 21 days, and I have not received anything. I would like the application fees and the deposit back immediately paid to my card, it should not have to be a check as we did not sign anything to move in and we were not even accepted! (Also, I noticed the email stating we needed an additional deposit -- we both received the same email -- that it is in Spanish, we do not speak Spanish).

    • Initial Complaint

      Date:12/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 a resident at Lantera Boston (A Greystar property in Boston) since March 2021. I am currently in a legal agreement with Greystar to settle a rental balance. I strongly disagree with the conditions that led to this agreement but I have had to live with it. Last Friday I was forced to book a hotel at 5am after my apartment doors were not working. I missed work and subsequently preparations for my grandfathers funeral. No one on the after hours line responded I lost $100s of dollars in work and had i to pay for a hotel and late night Uber . The senior management at Lantera Boston offered no apology or explanation. I’m already on a tight payment plan and this loss of income was devasting. For the past few months I have been treated poorly by management. This is my 3rd time having to sleep outside due to faulty equipment. Management no longer respond to emails or feel the need to return direct calls. I have considered filing a discrimination complaint with the Massachusetts Attorney General Office and publicly post my predictament.

      Before doing so I would like to speak with someone not affiliated with Greystar Boston (the District Manager is no better) but I would be happy to speak to Greystar corporate.

      I love this building, my friends live here and in general the staff below management are sincere people. I have no interest in taking such steps as my goal was always to maintain a positive relationship with the building

      I no longer feel safe in the building ( I have made this clear to my family, friends and coworkers who want to move here) Im deeply concerned by recent events. I hope I can speak to someone and share my experiences.

    • Initial Complaint

      Date:11/30/2022

      Type:Product Issues
      Status:
      Answered
      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.
      ********* lux is trying to keep my $500deposit that I put down for an apt. I didn't take the apt due to the rent was high. I find this apt through a lottery on the Affordable Housing page. I have sent them emails and gave called them. This happened back in July.

      Customer Answer

      Date: 11/22/2022

      Lux at ********* | 3101 Stagecoach Rd | *********, MA 02072 

      | 781.344.9100 | *********@greystar.com 

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