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:03/17/2025

  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.

  I have been living in my current unit for about a year and during this time I've had an infestation of carpet beetles. I've had rain water come into my bedroom window for the entire time I've been here. There was a flood in my apartment and also in the hallway in front of my door that was so bad it leaked all the way from the 9th floor to the basement. My bathtub was not up to DC code so the bathtub had to be replaced and I was living in construction for days and days and days without my own bathroom to use such as a toilet or bathtub. Yes I have pictures and videos of every single thing that I'm stating. The garage where I park my car has leaked rusty water onto my expensive car ruining my paint and the garage is constantly leaking and filled with water which is against DC law. I also have had rodents in my apartment and I brought the rodent to the staff in the office. There are constant security threats broken locks broken doors and More. Also the air quality is so dirty in here that the vents turn black. Trash is constantly in the common areas and the trash chutes are broken. We have mice and rodents. Constantly we do not have hot water the water is being shut off. And the garage is often broken. We have water leaks mold past and rodent infestation broken HVAC systems exposed wires missing fire control systems and doors and Gates that don't lock. And yes I have a picture of the rodent I found in my house because I gave it to the leasing agent. Also we were only living with one boiler so my councilman had to come from ward * and he wrote an email explaining that the only had one boiler working he also came because our heat was off. I have a video of him saying this and also an email. I have videos of everything else as well but they're too long to upload here so if we don't fix it here we'll fix it elsewhere perhaps downtown in landlord tenant court.

  Business Response

  Date: 03/18/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns regarding Elliot House. We sincerely apologize for the maintenance and habitability issues you've experienced, including pest concerns, flooding, HVAC disruptions, garage leaks, and security-related matters. This is certainly not the experience we want for our residents.
  We have contacted the property management team at Elliot House, along with regional leadership, to investigate your concerns. A Greystar representative will follow up with you within 10 business days to discuss these matters further and determine the appropriate next steps.
  If you have any additional details or documentation you’d like to share directly with the property team, please feel free to provide that information during your discussion with them.
  Thank you again for bringing this to our attention. We appreciate your patience while we work through this.
  The Greystar Team

• Initial Complaint

  Date:03/17/2025

  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 this complaint against Greystar Property Management regarding unjustified charges totaling over $6,000 that I received after vacating my apartment at McKinney Terrace. Despite being a responsible tenant who paid rent on time for two years, I have been billed for alleged “back rent” and other unexplained fees.
  
  Details of the Complaint:
  1. Unjustified Charges – I was billed over $6,000 in alleged back rent and fees, despite never missing a payment. I also paid a monthly security deposit, yet Greystar has not provided any breakdown of how those funds were applied.
  2. Failure to Provide an Itemized Breakdown – I have repeatedly requested an itemized statement of charges, but Greystar has refused to provide one. Instead, they have redirected me to their billing department, which has been uncooperative and vague.
  3. Lack of Communication & Transparency – The apartment complex refuses to speak with me directly and has instead forced all communication through their billing department, which will not provide clear explanations.
  4. Unethical Business Practices – After researching Greystar, I found numerous complaints from other tenants who have faced similar unjustified charges. This appears to be a pattern of predatory billing practices designed to take advantage of former tenants.
  
  Requested Resolution:
  • I formally request that Greystar provide a full itemized breakdown of the charges they are claiming I owe, including an explanation of how my monthly security deposit payments were applied.
  • If Greystar cannot justify these charges with proper documentation, I request that they immediately remove the balance and confirm that it will not be sent to collections.
  
  I am prepared to escalate this complaint further if necessary, including filing reports with my state’s Attorney General, the Consumer Financial Protection Bureau (CFPB), and other consumer protection agencies.
  
  Thank you for your time and assistance in resolving this matter.

  Business Response

  Date: 03/18/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We’re sorry to hear about the difficulties you've encountered with your final account statement at McKinney Terrace. We understand how frustrating it can be to receive unexpected charges, especially when you've made efforts to request clarification.
  We have contacted the property team and their leadership so they can investigate this matter further. A Greystar representative will follow up with you within 10 business days to address your concerns.
  If there’s anything else you’d like to provide in the meantime, feel free to respond to this email.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/17/2025

  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 lived in the Edgewater Apartments for six years, initially under ******* Management and later under Greystar. Never had an issue until last year when a guest of mine made the stupid mistake of smoking a couple of cigarretes in the master bathroom. I received a warning for the issue, which I accepted, but after that it was basically a persecution. I "renewed" my lease back in September, just to find out that after the renewal, manegement decided that theye were not going to renew it and that I needed to vacate the premises by December 08th (their date). I found a new place and told the manager via email that I was moving out December 02nd and that they should pro-rate the rent until that date to which she accepted and even provided me the prorated rent amount. I moved out and a month later to my surprise, I received a statement with some apartment fixtures for wear and tear, which I am ok to pay, but also charging me for the six additional days of rent from December 02nd until December 08th. I contacted the manager and told her that she had told me that it was ok for me to leave the 02nd and also sent that info to their collection personnel. To my surprise, they told me last week that the rent is due since the manager cannot confirm the information and that they will send me to a collection agency if I do not pay yhe full amount, even though I have her email. I am going to contact my attorney, but wanted to give a heads up about this horrible practice and bad way to treat a long time tenant. Be careful when dealing with Greystar, horrible customer service.

  Business Response

  Date: 03/18/2025

  Dear ********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the billing issue related to your move-out at Edgewater Apartments. We understand how frustrating it must be to receive unexpected charges, especially after what you believed to be a clear agreement on your prorated rent.
  We have contacted the property team and their leadership so they can investigate this matter further. A Greystar representative will follow up with you within 10 business days to address your concerns.
  If there’s anything else you’d like to provide in the meantime, feel free to respond to this email.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/16/2025

  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 am filing a complaint against Greystar for failing to return my refundable security deposit of $1000. I applied to lease a unit at The Highlands at Morris Plains on 2/13/25 and withdrew said application on 2/16/25. Despite multiple communications via email with property manager Tara P********, Greystar has neither sent nor processed the refund within the legal timeframe. As of today 3/16/25, it has been more than a month of back and forth and empty promises. This failure to comply compels me to seek resolution through the BBB to ensure that my consumer rights are protected and the matter is resolved promptly and fairly.

  Business Response

  Date: 03/17/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns with us. We apologize for the delay in processing your refundable security deposit for your application at The Highlands at Morris Plains. We understand how frustrating this experience must be.
  We have contacted the property team and their leadership to investigate your concern. A Greystar representative will be in touch with you within the next 10 business days to provide further assistance.
  If you have any additional questions in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/15/2025

  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 Against Greystar Property Management
  
  Company Address: 1120 Kifer Rd, Sunnyvale, CA 94086
  
  Issue: Improper Charges Following Lease Termination
  
  I am filing a complaint against Greystar Property Management for unjustified charges totaling $2,112.64 following my tenancy at 1130 Kifer Road, Unit #***. These include an improper move-out fee, wrongful security deposit deductions, and miscellaneous unexplained charges.
  
  Improper Move-Out Charge – $1,599.86
  
  I provided a timely written notice of non-renewal on December 31, 2024, more than 30 days before my lease expired on January 30, 2025.
  Greystar claims my notice was invalid because it lacked an explicit move-out date, but no such requirement was ever clearly communicated in renewal offers or emails.
  Their own communications confirm they never informed me that my notice needed a move-out date, making this charge unreasonable and exploitative.
  
  Unjustified Security Deposit Deductions – $462.78
  
  Greystar withheld $462.78 for cleaning, painting, and carpet cleaning, which are routine turnover costs under California Civil Code §1950.5 and cannot be charged to tenants.
  I left the unit clean and documented its condition via video. The photos provided by Greystar lack verification and only show normal wear and tear.
  The charges are excessive and not legally justified.
  
  Unsubstantiated Miscellaneous Charges – $100
  
  $50 late fee: Wrongfully assessed in connection with Dispute #1.
  $35 valet waste charge: Charged after I had vacated the building.
  $15 building loss protection fee: Unexplained and unjustified.
  Resolution Sought
  
  I have demanded the full removal of the $2,112.64 in improper charges and a refund of the wrongfully withheld funds.

  Business Response

  Date: 03/17/2025

  Dear ****,
  Thank you for reaching out regarding your concerns about the charges assessed after your lease ended at 1130 Kifer Road, Unit #***. We understand your frustration regarding the move-out fee, deposit deductions, and additional charges.
  We have contacted the property team and regional leadership so they can investigate your concerns. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns in more detail.
  If you have any additional documentation, such as your written notice or your video documentation of the unit’s condition, please be prepared to provide that when the property team reaches out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for #*** on June 29th (in the online portal of the Julian) and paid $750
  deposit fee for application on the same day.
  
  I signed the lease but a few days later I was told that the current resident in #***
  choose to renew the lease, so I cannot rent #***.
  After a few back and forth, I decided to withdraw my application on July 25th and
  requested my deposit back.
  
  By CA state law they should return my deposit within 21 days but they failed and
  ignored my follow-up email. On September, I have to file a dispute with my bank to
  the get the deposit back.
  
  Since the bank dispute cost additional charge on their end, recently they ask me to
  pay an extra $335 "move-out fee".
  
  Summary of the issues:
  1. Their website shows #*** is available for rent, but actually it isn't
  2. They failed to return my $750 deposit within 21 days required by law. I can
  demand a penalty up to twice of the deposit, which is $1,500
  3. Recently they asked me to pay $335 "move-out fee", which is an additional cost
  caused by the Julian's (or the Greystar's) fault.
  
  I have attached materials that can prove all my statements

  Business Response

  Date: 03/17/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you experienced regarding your application for unit #*** at The Julian, including the delay in processing your deposit refund and the confusion regarding the unit’s availability. We understand how frustrating this situation has been.
  We have contacted The Julian and the property’s leadership team so they can investigate further. A Greystar representative will follow up with you directly within 10 business days to address your concerns.
  If you have any additional documentation or details you would like to provide in the meantime, please feel free to share them with the property team when they reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/14/2025

  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.

  On February 27th, which is my move-in date, while parking near the garage entrance of Rize Irvine Apartments, my ****** vehicle accidentally made contact with the keypad pedestal, causing minor damage to its plastic casing.
  
  As soon as we realized that the ****** truck had scraped the outer casing, we immediately contacted the leasing office staff for assistance. We specifically asked them to guide us on the best direction to turn the vehicle to minimize any potential damage. The staff advised us to turn the steering wheel to the left, which was towards the pedestal. Following their instructions, we proceeded as directed.
  
  Afterward, the leasing office staff took photos as evidence, and at that moment, the damage was observed to be only a minor compression mark and surface scuffing.
  
  Initially, I was open to resolving the issue without involving my car insurance to expedite the process. I requested an estimate for the repair, expecting a reasonable cost for what appeared to be minor cosmetic damage. However, I was later provided with an estimate of $2,425.00, which I find excessively high and far beyond my expectations. The amount significantly exceeds my budget, and I am unable to pay this amount.
  
  I requested a detailed breakdown of the repair costs and supporting documents, such as an official estimate from the contractor or proof of the actual repair expenses. However, the apartment management has not provided sufficient justification for the high cost. I believe the estimated amount is unreasonable and may not reflect the actual cost of the damage.
  
  I am filing this complaint with the Better Business Bureau (BBB) to seek a fair resolution. I request that the apartment management provide a transparent breakdown of the charges and explore a more reasonable cost for the repairs. If needed, I would like the opportunity to obtain an independent estimate to verify the appropriate cost of the repair.
  
  Thank you for your time and assistance in addressing this matter.

  Business Response

  Date: 03/14/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns regarding the repair charges at Rize Irvine. We understand that this situation has been frustrating, and we appreciate the details you have provided.

  We have contacted the property team and leadership to investigate your concerns. A Greystar representative will follow up with you within 10 business days to discuss the matter further.

  If you have any additional questions or information to provide, you are welcome to share it with the property team once they reach out.
  

  Best,
  The Greystar Team

• Initial Complaint

  Date:03/13/2025

  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.

  We moved out of this apartment on 7/1/2024. We paid the final months rent and utilities. We received a bill charging us for paint, although we paid a security deposit. We have attempted to rectify this with the company since this time. We called, emailed, with little return information given back to us. When they did respond they said they would reach back out. We received an additional bill on 2/6/2025. We attempted to pay this after being sick of dealing with this but were unable to do so and told we had to call Greystar. We called Greystar and spoke with Heidi at Greystar receivables who told us that we were unable to pay this through them because they no longer had the property. We attempted to call the property 4550 E Cherry Creek Apartments in Glendale CO, however their phone number is no longer active, and it is reporting as permanently closed. Two days after talking with Heidi at Greystar, we received notice we were sent to collections. We have been attempting to pay this bill for months and have gone through the correct avenues and now our credit is being impacted.

  Business Response

  Date: 03/13/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns with us. We understand how frustrating this situation must be, and we apologize for the difficulty you’ve encountered in resolving your account.
  We have contacted our team that handles former resident accounts and collections so they can investigate your concerns regarding the paint charge, difficulties making a payment, and your account being sent to collections. A Greystar representative will reach out to you within 10 business days to discuss your case and explore possible resolutions.
  If you have any additional details or documentation regarding your previous payment attempts, please feel free to share them when the team contacts you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:03/12/2025

  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.

  This review is for Greystar property managed by Emily F****** called Quest at Cedar Park, Texas. We were considering leasing here but the leasing process was miserable. We decided not to sign the lease and this manager had the audacity to try and keep our security deposit and tell us that she is returning it only out of courtesy due to our experience here. After we got refunded the security deposit, we were then charged a $75 NSF fee for one of our application fees. Our bank records show both application fees were processed and given over to Greystar. This fee appeared around the same time period that they did their refund through Smart Disperse for our security deposit. It seems like Emily F******, whose name is on the FAS statement as the preparer, willfully charged us for something that was already paid and we have record of this payment. This is the same manager that ended our call with "I hope you have the day you deserve." Quite honestly, we think she has done something that is unethical. Also, we have not been able to get a call back from the regional director to address this issue/property manager.
  
  We are requesting this $75 fee be dropped. We have bank information showing all application fees were transmitted and we are not happy with the outcome of our experience. We are attaching the documents outlining this fee along with a copy of our bank statement showing we have paid the fees and that Greystar is in possession of that monetary amount for the application.

  Business Response

  Date: 03/13/2025

  Hi *****,
  Thank you for sharing your concerns regarding your experience with Quest at Cedar Park. We’re sorry to hear about the difficulties you encountered during the leasing process, as well as the frustration caused by the $75 NSF fee.
  We have contacted the property team and leadership to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide clarity regarding the charge.
  If you have any additional documentation that may assist in the review, please feel free to provide that information to the property team directly when they reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/12/2025

  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 moved into an apartment at Avana Portico on November 24, 2023, and moved out on February 17, 2025. On January 23, 2025, an office staff member conducted a pre-move-out inspection and confirmed “my unit was in good condition and was not in need of renovation.”
  
  Upon returning my keys, I inquired about a final walk-through inspection and was told it would be done later. On February 20, 2025, I received a "Move-Out Statement" email without the promised attachment detailing my final account balance and deposit refund.
  
  After multiple calls and delays, I finally received the "Move-Out Statement" attachment on March 12, 2025. It showed a $1,276.91 deduction from my $2,195 deposit, primarily for damages. However, the attached photos only depict normal wear and tear, which should not be charged to the tenant under Georgia law.
  
  I have attempted to resolve these charges with both Greystar and Avana Portico, but have been told the process is complete. I request an immediate review of these charges and a refund of the portion of my deposit that was unjustly withheld.

  Business Response

  Date: 03/13/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns about the move-out charges from Avana Portico. We understand how important it is to have clear and accurate information regarding security deposit deductions.
  We have contacted the property team and leadership to review your concerns, including the $1,276.91 in deductions from your $2,195 deposit. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide clarification regarding the charges.
  If you have any additional documentation, including the pre-move-out inspection details or supporting materials, please have them available when the property team contacts you.
  Best,
  The Greystar Team