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

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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:03/23/2025

  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 have been living in Galleria Palms and since day one my experience has been nothing but problematic. Before moving in, they refused to let me see the apartment, claiming it was under renovation. Within the first week, I had to request over ten repairs. I've dealt with recurring cockroach infestations and an ongoing issue with my bathroom door vibrating due to an excessively loud AC unit, which still hasn’t been fixed. The walls are so thin that I’ve never had a peaceful night’s sleep because of my neighbors.
  
  Additionally, the top layer of my cabinet doors has started peeling off, and now the AC is leaking a significant amount of water. This apartment is simply not a livable environment. I have three months left on my lease, but given these ongoing issues, I would like to move out immediately without incurring an early termination fee.

  Business Response

  Date: 03/24/2025

  Hi ***,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about the multiple issues you’ve experienced at Galleria Palms, including the AC noise, cockroach activity, maintenance delays, and overall livability of your apartment. That’s certainly not the experience we want for our residents.
  We’ve contacted the team at Galleria Palms and their leadership so they can review your concerns in detail. A Greystar representative will follow up with you within 10 business days to discuss the matter further.
  Best regards,
  The Greystar Team
  
  
  
  

• Initial Complaint

  Date:03/21/2025

  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.

  In November 2024, I received a move-out statement from Greystar Real Estate Partners (through my former apartment complex) assessing $1,109.50 in charges. This notice lacked itemized details or evidence supporting the charges. I emailed the property on December 7, 2024, requesting a breakdown of the costs. After a follow-up on December 20, 2024, I was contacted by a specialist in Greystar’s Receivables Department and forwarded my original inquiry.
  
  On January 26, 2025, I received an amended invoice addressed only to my co-tenant, despite the lease being jointly held. This invoice accounted for $586.50 in "maintenance" charges—the exact amount listed on the original summary—but combined separate charges for painting and trash removal, which were assessed separately in the original invoice, raising concerns that it was retroactively adjusted rather than reflecting actual service costs.
  
  I continued to request further explanation. On February 7, 2025, Greystar provided another revised invoice with 56 images of the unit. These images did not substantiate key charges. For example, the bill included fees for 12 small nail holes and minor touch-up painting—both considered "normal wear and tear" under Washington State law (RCW 59.18.280) and not tenant liabilities. The charges also included repainting the exterior of the front door, but the only evidence showed minor cosmetic touch-ups on a surface exposed to communal areas where third-party damage could occur.
  
  Despite multiple requests for clarification and legal citations highlighting that these charges are not tenant liabilities, Greystar insists the fees are valid without further explanation.

  Business Response

  Date: 03/24/2025

  Hi ******,
  Thank you for bringing this to our attention. We're sorry to hear about the difficulty you've experienced in getting clarity around the move-out charges from your former apartment in Seattle.
  We've contacted the property and leadership teams to review the documentation and concerns you've raised. A Greystar representative will follow up with you directly within 10 business days to discuss your account and next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:03/21/2025

  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.

  Complaint Summary: Unjustified Charges, Lack of Documentation, and Unprofessional Conduct
  
  This complaint concerns my former apartment at GreystarVert in Canoga Park, Unit ***, managed by Greystar Management. Upon move-out, I received a final accounting with a balance due of $565.53. I disputed the charges—mainly for carpet replacement and balcony repainting—as they appear to be normal wear and tear. Per California Civil Code §1950.5, landlords cannot deduct such costs from a deposit without proper justification and receipts for any charge exceeding $125.
  
  I first requested documentation in December 2024 and received no written response. After nearly three months, I followed up and was informed in March 2025 that the balance had been revised to $413 due to utility discrepancies, which had never been communicated previously. Despite multiple requests, I still have not received itemized receipts or invoices to support any of the charges.
  
  On March 21, 2025, I spoke by phone with Jeffrey Austell (480-701-3652), who was rude, dismissive, and refused to communicate via email. When I asked for written documentation, he became combative and hung up. He also vaguely stated that the matter would soon be “out of his hands,” which I found unprofessional and unclear.
  
  I am not refusing to pay a legitimate balance—I simply request a breakdown of the charges and receipts, as is my legal right. The ongoing lack of transparency and professionalism has left me with no option but to escalate this matter.
  
  I am asking the BBB to help obtain the documentation I’ve requested and ensure this is handled in compliance with California tenant law.

  Business Response

  Date: 03/24/2025

  Hi ******,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about the frustration you've experienced regarding the final charges after your move-out from Vert in Canoga Park, especially related to documentation and communication.
  We’ve contacted the property and their leadership team to review the charges and investigate the matter. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:03/20/2025

  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 former apartment complex pulled a full months rent from my bank account when they were only supposed to pull 6 days of rent. They have now owe me $1219.87 for over 2 weeks now as this occurred the beginning of the month. They are dragging their feet giving me my money back and the money is still “processing” so I don’t even have a lead on it, or proof that they are even trying to get it back to me.

  Business Response

  Date: 03/20/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delay in processing your refund. We understand how frustrating this situation must be.
  We have contacted the property team at View at Lake Lynn and their leadership to investigate this matter. A Greystar representative will reach out to you directly within 10 business days to provide an update and assist you in resolving this issue.
  If you have any additional details you’d like to share in the meantime, please feel free to reply to this message.
  Sincerely,
  The Greystar Team

  Business Response

  Date: 03/20/2025

  The reason the amount was taken out of the Resident's bank account is because the resident did not turn off Auto-Pay. This is something that has to be done by the resident. 

   

  Our team will reiterate this to the resident. 

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Greystar Properties is still in possession of $1219.87 that was wrongfully taken from my bank account and is refusing to give it back. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 03/26/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration surrounding the $1,219.87 that you believe was wrongfully withdrawn from your bank account.
  We've contacted the property and the leadership team who support it so they can review your account and follow up. A Greystar representative will be in touch with you directly within 5 business days.
  Sincerely,

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I don’t “believe” money was taken from me wrongfully. It 100% was taken from me wrongfully and there is proof of that included in this BBB complaint. I’ve already been waiting almost a month for my money back and I’m done. I’ve been getting the run around for weeks now and this is why I’m making a complaint.

  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 03/27/2025

  Hello,

   

  Our team has been in contact with you and explained our deposit return policy.

   

  Thank you,

• Initial Complaint

  Date:03/20/2025

  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.

  For the last year, I've been living in unsafe habitat conditions, forcing me to leave the rental property in November months ago. But I continued to pay since my sister lived in the apartment. Why did I leave? One morning, I woke up, and a bug was crawling on me, and I saw other bugs in the apartment. I had no choice but to move immediately. Once, Morgan Park canceled my extermination request without explanation. I am not sure if you know that cockroaches can significantly impact human health by carrying a wide range of bacteria and pathogens, potentially transmitting diseases like salmonella, staphylococcus, and streptococcus; additionally, their droppings and shed skin can trigger allergic reactions. Living long-term in a roach infestation environment can lead to infection, coughing, wheezing, and nasal congestion. California Department of Consumer Affairs, California Civil Code 1941.1 references that homeowners are required by law to provide their tenants with safe living conditions, which includes protecting them from any pest infestations. I exchanged emails with Greystar CEO Bob Faith, who, over 4 months of email exchanges, committed to resolving the issue.
  
  I vacated the property the first week in February. Now Greystar is trying to charge me $280 cleaning charge which was not listed in my lease and my photos (I shared with the management office (show the apartment was clean.
  
  My issues with Greystar are:
  
  1) 6 months living in a coach infestation housing community which was a housing department violation health hazard. I spenting $300 chemical.
  
  2) Fraudulently billing for services not rendered and utilities for the month in a vacant apartment.
  
  3) Charging me a cleaning fee not included in my original renters agreement
  
  4) Greystar's vendor insurance bills me monthly for the renters insurance I submitted in August 2024.
  
  These issue demonstrates Greystar's negligence in maintaining a habitable property and fraudulently changing for invalid services.

  Business Response

  Date: 03/20/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the challenges you experienced at Morgan Park, including issues related to habitability, pest control, and disputed charges.
  We have contacted the Morgan Park property team and leadership so they can investigate your concerns regarding pest control, billing, and fees. A Greystar representative will reach out to you within 10 business days to discuss this matter further.
  If there’s anything else you'd like to share, please let us know, and we appreciate your patience as we work through this.
  The Greystar Team

• Initial Complaint

  Date:03/20/2025

  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.

  This is a complaint regarding the refund of my deposit that has not been paid to me within the timeframe provided by state law after I moved out of the apartment at the Avana on Broad property in Durham, North Carolina. I left the property in good condition and turned over the keys to the front office on February 3, 2025. I received a move out statement on February attached to an email stating that I would receive an email from a third party refund disbursement company within 14 days. In this email it defers you to call the third party company if you have questions regarding your refund, when I called and spoke with the third party they informed me they had not received the information from Greystar in order for them to facilitate the refund and that it could likely be 3-4 weeks instead of the 14 days stated in the email with the move-out statement. Today is March 20, 2025 and past the 30 days stated in North Carolina law that the landlord has to return a deposit. Any attempts at contact that have been made on my part to get any information or follow up with this matter have not been answered by Greystar. The front office at the property of Avana on Broad is very badly managed, they haven't answered any calls and haven't made an attempt to call me back after I have left voicemails. I have attempted to contact the local Greystar office in Raleigh, NC and there is no answer at their office either. I have attempted contact through the Greystar website and that has been left unanswered as well. I feel my requests are just a shout into the void of a big corporation that cares nothing for it's residents. I am just trying to be refunded for the amount of money that I am owed.

  Business Response

  Date: 03/20/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delay in receiving your security deposit refund after moving out of Avana on Broad. We understand how frustrating this must be, especially given the time that has passed.
  We have contacted the property team at Avana on Broad and their leadership to investigate this matter. A Greystar representative will be reaching out to you within the next 10 business days to provide an update and work toward a resolution.
  If you have any additional details or questions in the meantime, please feel free to share them, and we will ensure they are directed to the appropriate team.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/18/2025

  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 paid my rent and utilities charges every month at Nexus East. Today, a month after I've moved out, I was contacted by Kristel G***** who said I had outstanding charges on my account and she would be sending me to collections in two days. She would not let me speak, hung up on me, and did not answer my call back. I then contacted Nexus East Apartments who confirmed I paid my balances in full and sent me my legers. I contacted Greystar again who put me through to Kristel G*****, and she said that if Nexus East manager does not confirm with her by tomorrow, she will still send me to collections. I have my legers and utilities statements proving that I do not owe anything.
  Two weeks ago, I sent a complaint to Greystar about the Nexus East manager, Reno U*****. The fact that these utilities charges were added post-move out is retaliatory to my complaint. Greystar notifying me for the first time about this today, giving me less than 48 hours to resolve their issue before sending me to collections is incredibly dubious business practice.

  Business Response

  Date: 03/19/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. We apologize for the frustration this situation has caused you. We have contacted the Nexus East team and Greystar’s leadership team to review your concerns regarding the post-move-out charges and potential collections activity. A Greystar representative will reach out to you within 10 business days to discuss this matter further.
  If you have any additional documentation or questions in the meantime, please feel free to provide those directly to the property team when they follow up.
  Best,
  The Greystar Team

  Customer Answer

  Date: 03/19/2025

  Greystar is using an incomplete ledger to claim I have owed charges. Nexus East provided myself and them a complete leger that shows I owe $0.00. 
  

  The fees Greystar claims I owe include a $957 trash bill that Nexus East corrected. 

• Initial Complaint

  Date:03/18/2025

  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.

  Lack of Communication: The lack of clear and timely communication regarding the change in payment policies, specifically the discontinuation of money orders.
  E-money Order System Failure: The failure of the e-money order system and the lack of instructions provided, which led to the rejection of my payment and a delay in receiving my refund.
  Inconsistent Information: The conflicting information I received regarding the acceptance of money orders, with a money order being accepted in January 2025 despite claims that they were discontinued "last year."
  Refusal of Partial Payments: The refusal to accept partial payments, which further exacerbated the financial hardship caused by the payment system issues.

  Business Response

  Date: 03/19/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you have experienced regarding billing and payment processes at [Property Name]. We understand how frustrating it can be to receive inconsistent information and to encounter challenges with payment methods.
  We have reached out to the local property team and leadership to investigate this matter. A Greystar representative will contact you within 10 business days to review your concerns and discuss a resolution.
  If you have any additional details to share in the meantime, please feel free to reply to this message.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/18/2025

  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.

  Moved out of apartment, was sent a finalized bill of &1802.66 requested a detailed itimized list via phone call and email. Can not get ahold of Greystar community. In the final bill document, They are saying $500 is due to flooring, the floor was already messed up during move in, and peeling up in the apartment. We had called them but nothing was ever done. They are charging $500 for utilities which they have never been that much in the amount of time we lived there, and finally they are charging $ 802.66 and didn't document the reasoning. This is unjust and I want these charges removed.

  Business Response

  Date: 03/18/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding your final bill at Elan East Apartments. We understand your frustration and appreciate you bringing this to our attention.
  We have contacted the property team and their leadership so they can investigate the details of your charges, including the flooring repair fee, utility charges, and the unexplained balance. A Greystar representative will follow up with you within 10 business days to address your concerns.
  If you have any additional information or documentation that may assist in this review, please feel free to reply to this email.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/17/2025

  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.

  On 3/4/25, Management failed to address our concern about excessive noise generated by 4 equipments placed by the contractors hired by the Apartment, inside our apt kitchen to dry up the suspected wet floor caused by plumber incident . It was informed that the equipments will need to stay on for 3days, 24/7. The Noise is unbearable (video recorded). Management pushed our concern to their hired contractors which refused to work with us saying they only have agreement with the Apt, not us. Manager (Lindsey) stood behind the Contractors that insited the Unit is Liveable while we argued that is definitely Not, especially for 3days, 24/7. Manager refused to inspect and insisted to contact our Renter Insurance, which is also Greystar and had to leave at 4pm for personal appointment (office open until 6pm). We were left stranded and frustated. We had to locked our self up in bedroom the whole night and still have issue sleeping and kitchen is not accessible the whole time. The next day after we made strong complaint at about 11am. Lindsey advised they are working with the Contractor to book a hotel for us, and we ended up staying in the Hotel on the 2nd day. The 3rd day, Lindsey said that they decided to hire another contractor to remove the laminated floor and removed all 4 equipments. Contractor came the next day (day 4) and work on the floor. Found no issue since the floor is concrete and just need to replace wet laminated floor. Unit issue resolved 7 days after, total of 11 days. During those days, we keep asking for update about the resolution after what happened and always got the same answer all the time from Lindsey, "I dont know, have to wait for my Boss that has planned Surgery". Provided the settlement amount since Lindsey insisted. Today Monday 3/17, same answer, and she has no clue if the Management even have a plan to consider our 11 days of disappointing experience and horrible resolution.

  Business Response

  Date: 03/18/2025

  Dear *********,
  Thank you for sharing your concerns with us. We sincerely apologize for the inconvenience and frustration you experienced during the drying process in your apartment, as well as the challenges in communication and alternative housing arrangements.
  We have contacted the team at Montessa at Whitney Ranch, along with their leadership, to review the situation and follow up with you directly regarding your concerns. A Greystar representative will reach out to you within 10 business days to discuss your concerns and any next steps.
  If you have any additional details you’d like to provide, please feel free to share them with the property team when they reach out.
  Best,
  The Greystar Team