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

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  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

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  Mason

  101 Mill Rd Everett, MA 02149-3049

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  Miscela

  485 Foley St Somerville, MA 02145-1266

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  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.

  In 2 years of living in a greystar community they have time and time again violated tenants rights and continue to prey on their tenants.
  
  
  1. AC was broken.
  Timeline:
  June 13, 2024, first work order submitted.
  June 25, 2024, AC still not working, emailed.
  July 12, 2024, AC still not working, second work order submitted. No response.
  July 15, 2025, email for follow up sent. No response.
  July 16, 2024, second follow up email sent.
  July 17, 2024, finally a response received that it was being looked into.
  July 25, 2024, emailed again to inquire about timeline as the AC still wasn’t fixed.
  July 29, 2024, AC finally fixed.
  It took 6 weeks during a heat wave to have my AC fixed.
  
  2. Heater not working.
  Timeline:
  February 17, 2025, work order submitted.
  March 11, 2025, heater still not working and no updates provided on the ETA for it to be completed.
  
  3. Door left open during an 18 hour time frame by their maintenance team. I have no way of knowing what may have taken place during that 18 hour period of time, whether someone may have taken things and/or an unauthorized person could have placed cameras around the apartment. This is extremely dangerous. Rather than understanding my concerns and working with me on a solution they are no charging me $3000 in order to end my lease after they violated my right to safety.

  Business Response

  Date: 03/12/2025

  Hello ********,
  Thank you for reaching out and sharing your concerns regarding your experience at Sorella in Herriman, UT. We sincerely apologize for any inconvenience and frustration these maintenance delays and security concerns have caused.
  We have contacted the property’s leadership team to review your concerns, including the maintenance history and your request for a billing adjustment. A Greystar representative will be reaching out to you within 10 business days to discuss the matter further.
  We appreciate your patience while we investigate this issue, and we are committed to ensuring that your concerns are addressed appropriately.
  The Greystar Team

• Initial Complaint

  Date:03/11/2025

  Type:Order 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'd like to speak with someone as soon as possible regarding my current issue with the leasing staff there. I was asked to provide an ESA letter for my puppy (Yorkie, 1 y/o); I sent the letter on 02/02, the letter was approved by Shireea M*** (US leasing agent at The Prato) and her manager, on 02/05, and I moved into my place on 02/07. They called my therapist to confirm, and later decided to contact me on 02/27 to let me know that they'd like the letter to be placed on letterhead paper (after the letter was already accepted and after already confirming services with my provider). I then sent them another ESA letter from my other licensed therapist, as the previous one did not have access to a letterhead at the time. The new letter was received and confirmed by them on 03/03. They then proceeded to e**** me again on 03/10 letting me know that there were "discrepancies" in the letter... They never contacted my therapist for confirmation, NOR did they search her on the licensed professional website for GA (****************). Again, my first ESA letter was approved Days before moving into my new apartment. Any issues should've been communicated via their team PRIOR TO me signing my lease; I would've never moved in if I couldn't bring my emotional support animal. I will be contacting my attorney to seek legal action, as I already have an attorney on retainer. They are discriminating against me; I notice they typically have an issue with me whenever I submit a maintenance request. This has been a horrible experience so far and it's causing me even more emotional distress. They said I am now responsible for paying for pet rent; this is completely illegal; the dog is my EMOTIONAL SUPPORT ANIMAL. This issue needs to be addressed immediately. The leasing office staff is very unprofessional; even more-so, the property manager is absolutely horrid, and she does not know how to treat guests. THIS ISSUE NEEDS TO BE RESOLVED IMMEDIATELY! ILLEGAL!

  Customer Answer

  Date: 03/12/2025

  I spoke with Shireea M***, leasing staff yesterday, 3/11 at 4:54 pm and she said “well because of the back and forth management decided to go to your profile afterwards and looked at your letter and decided that they weren’t going to accept it” it went to a few people in management. “I did a ****** search and had couldn’t find the company, the letterhead looked off/faulty”. I then asked if they searched the Secretary of State website and they said “no, I didn’t; I’m still new to this and this is one of my first times dealing with ESA letters and when we called the first therapist she sounded unprofessional when she answered her cell phone so upper management decided to deny the letter”. This is pure discrimination at its finest... My therapist gave them her cell number to contact because she only does telehealth… she doesn’t work in an office space!  A ****** search for situations like this is NOT thorough enough for me when you can go directly to GA’s Secretary of State government website. So I sent her the website for her to do a LEGITIMATE SEARCH, which should have been done in the first place… not a ****** search. I had no back and forth with management. The property manager came in my apartment and she was very rude, she came with two maintenance men. This goes to show that she’s acting off pure emotion instead of going by the contract that was signed by her staff and I. Absolutely unacceptable. Now they’re saying I’m responsible for paying for pet rent when my initial letter was accepted prior to even signing my lease and moving in. Something needs to be done about this. 

  Business Response

  Date: 03/12/2025

  Hello ********,
  Thank you for reaching out and sharing your concerns regarding your Emotional Support Animal approval at The Prato in Atlanta. We sincerely apologize for any confusion or distress this situation has caused.
  We have contacted the property’s leadership team to investigate this matter further. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and provide clarity on the ESA approval process and any related charges.
  If you have any additional documentation or information that you’d like to ensure is reviewed, you are welcome to share it with the property team during that follow-up.
  We appreciate your patience while we look into this further.
  The Greystar Team

• Initial Complaint

  Date:03/11/2025

  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 had a flood that occurred on July 2023 where it was caused by a backup due to construction in which greystar confirmed it was. I reached out when i saw water standing in my shower and informed the leasing office immediately and they said someone would come that day and they didn’t. Overnight my apartment flooded and caused my belongings to be damaged. They informed me to file a claim through my renters insurance company (Assurant, claim 00104115848) in which the claims examiner stated that it should be greystar paying for my belongings that got damaged since they’re the one who caused it. I reached out to greystar headquarters since the leasing office was no help and seemed to ignore me everytime i asked for the insurance company they have. below is the email chain with someone from their headquarters in which they also ignored me towards the end and never reached back out to me.

  Business Response

  Date: 03/12/2025

  Hello *******,
  Thank you for reaching out and sharing your concerns regarding the flood damage incident at Otis Apartments in Richmond, VA. We sincerely apologize for the difficulty you’ve experienced in seeking assistance with this matter.
  We have contacted the property’s leadership team to review your concerns. A Greystar representative will be reaching out to you within 10 business days to discuss the situation, including your prior communications and the claims process.
  We appreciate your patience while we work to ensure your concerns are properly addressed.
  The Greystar Team

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in this apartment complex since June 2022 and have had a roach problem since I moved in. The premise is uninhabitable. I cannot cook in my apartment anymore because of the roaches. I have found roaches in my technology, computer/xbox. It is completely disgusting and I have called the apartment complex to put in requests, some of which the ignore, but even with a pest control person coming out I am still finding roaches in my apartment. This is unlivable conditions and I have to replace $2000 worth of electronics because of the roaches inside of them as well as not being able to bring my furniture with me bc I do not want to bring the roaches. So $2000+ worth of technology and furniture all down the drain because of a roach infestation. I want refund for all of my rent plus no charge for terminating my lease.

  Business Response

  Date: 03/10/2025

  Dear *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the ongoing pest issues you've experienced at Sanctuary at Eagle Creek and understand how frustrating and disruptive this must be for you.
  We have contacted the Sanctuary at Eagle Creek team and their leadership to review your concerns thoroughly. A Greystar representative will reach out to you within 10 business days to discuss the matter further and work toward a resolution.
  If you have any additional details you'd like to provide in the meantime, please feel free to share them directly with the property team.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having neighbor problems with this community for the last four years. I’ve had to transfer because they refuse to adequately take care of the issues I’ve presented. I currently have a neighbor that blasts music like no other. I have provided proof of this, have even offered for them to come by and listen, and they have instead gaslit and told me I can move if I’d like. It’s getting to the point where I’ve gotten the regional property manager involved. Since I work from home, I cannot have loud music like this playing. Instead of them fixing the issue, I am told to move. This also happened when I had neighbors that smoke marijuana which is also considered a breach of the lease. I will continue to complain and bring this to anyone’s attention until this is resolved WITHOUT me having to uproot my life.

  Business Response

  Date: 03/10/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the ongoing issues you have encountered at Avana Red Run, including noise disturbances and prior neighbor concerns. We understand how frustrating and disruptive this situation must be, especially given that you work from home.
  We have contacted the Avana Red Run team and their leadership to review your concerns thoroughly. A Greystar representative will reach out to you within 10 business days to discuss the matter further and work toward a resolution.
  If you have any additional details you'd like to provide in the meantime, please feel free to share them directly with the property team.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/08/2025

  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 disputing improper security deposit deductions from my former rental property and lack of communication from management:
  
  Vacated apartment on January 21, 2025 (lease ends in Jan 31st, 2025), after being a tenant since 2019 (nearly 6 years)
  Management improperly withheld $1,212.87 from my security deposit:
  
  $746.48 for alleged floor damage
  $210 for stove top replacement
  $300 for refrigerator door replacement
  
  These charges are inappropriate because:
  
  1. Floor damage and stove top issues were not mentioned during the check-out inspection on January 21 (only the refrigerator door was noted), and such items would typically be considered normal wear and tear after 6 years of occupancy.
  2. Move-in inspection form shows clear pre-existing floor issues (attached)
  3. Items represent normal wear and tear after 5 years of occupancy
  
  
  And there are no communication on refund status despite multiple follow-ups:
  
  1. The estimate is only provided on 3/4 through email (more than 30 days over the lease end date)
  2. Contacted management on 2/23, 2/25, 2/28, 3/3, and 3/6 - full email exchange attached
  3. One account manager briefly responded but provided no further communication
  4. No explanation or evidence provided for deductions
  
  
  I request full refund of the improperly withheld $1,212.87 and proper accounting of my security deposit.
  
  I have documentation of all communication attempts and my original move-in inspection form as evidence and video footage immediately following the move-out inspection

  Business Response

  Date: 03/11/2025

  Dear ****,
  Thank you for reaching out and sharing your concerns regarding your security deposit refund at Harbor 1500. We apologize for any frustration this situation has caused you.
  We have contacted the property team and Greystar leadership to investigate this matter further. A representative from our team will be reaching out to you within 10 business days to address your concerns directly.
  If you have any additional documentation or details that you would like to provide, please feel free to share them with the property team when they reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Greystar for failing to return my security deposit of $4,716 within the mandated 21-day period following my move-out on January 28, 2025, from Unit #2-212 at 3098 Kyne Street West, San Mateo, CA, as required by California Civil Code §1950.5. Despite multiple communications, Greystar has neither provided any itemized deductions nor processed the refund within the legal timeframe. 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: 03/10/2025

  Dear ***,
  Thank you for reaching out and sharing your concerns with us. We understand your frustration regarding the delay in your security deposit refund for The Russell. We have contacted the property team and their leadership to review the status of your refund and ensure compliance with all applicable regulations. A Greystar representative will follow up with you within the next 10 business days to address your concerns.
  If you need any further clarification in the meantime, please don’t hesitate to let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/07/2025

  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.

  Applied for Broadstone Pullman Apartments last month and decided to apply. I paid $350 application fee and deposit. I called to withdraw my application less than 24 business hours after they took my money and was told it was non refundable, even though she told me I would have up to 72 business hours to receive a full refund if admin and deposit. A week later I received an email that I would get my money refunded but nothing has been sent. Now when I call they act confused and are saying it’s non refundable?? I cancelled within the allotted time and they are trying to keep my money.

  Business Response

  Date: 03/10/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We understand your frustration regarding the refund of your application fee and deposit at Broadstone Pullman. We have contacted the property team and their leadership to review the details of your application and cancellation. A Greystar representative will follow up with you within the next 10 business days to address your concerns.
  If you need any further clarification in the meantime, please don’t hesitate to let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/07/2025

  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 leased an apartment at Elan Madison Yards in Atlanta. The entire time I lived at this property it was a nightmare. I lived in a two bedroom apartment with my son who at the time was twelve years old. We had bugs all over our unit and were told the bugs were coming from the building material used during the buildout. I had to move and relocate to another apartment and pay for my own movers. After moving into our new apartment we had people break into our storage unit and several other storage units. At the time we literally didn’t have an assistant manager nor a property manager. I walked into the leasing office to let the office know that all of our storage units were broken into and they had an apprentice working who said a new manager should be starting soon. Now this is very odd our storage units were broken into because you need a key fob to get through the hardwired doors. The people who broke in managed to get through two hardwired doors. We also had homeless people sleeping by in the residents common areas and offices. Shortly after a resident who resided in our building was moving out, one of the movers tried to grope her and she asked to have them removed from the property. Atlanta police arrived on the scene and an argument occurred, one of the movers reached for his weapon and was shot in the face literally outside of our apartment building this happened in front of my son and several other witnesses. Due to all of these issues my son and I didn’t feel safe. We decided to move. I voiced my concerns to the corporate office since we didn’t have any managers on site. I never received a response. A few weeks later I turned in a 90 days notice to the new assistant manager and told her I am breaking my lease due to safety concerns. She said she understood and that I wouldn’t be charged for the remaining balance left on my lease agreement. Now I’ve noticed that Greystar has in fact sent the balance over to collections in the amount of $16,000.

  Business Response

  Date: 03/10/2025

  Dear ****,
  Thank you for reaching out and sharing your concerns with us. We understand how difficult this situation has been for you. We have contacted the appropriate teams to investigate your concerns regarding the lease break charges and collection account associated with your former residence at Elan Madison Yards. A Greystar representative will follow up with you within the next 10 business days to discuss the matter further.
  If you need any additional clarification in the meantime, please feel free to reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/06/2025

  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.

  My apartment flooded on the weekend, and because the emergency line was not turned on I could not get ahold of maintenance. The flooding came from the washing machine and was so bad it effected the two apartments below me. The water was leaking directly into light fixtures. In an attempt to stop the leaking since I couldn't het ahold of maintenance I tore up the carpet to clean up the water. This only happened because of their neglect. I had to call the police in order to get in touch with someone after several hours. Now, I've found out they put a claim against my insurance policy. They were negligent not me. I lost property and didn't hold them accountable for it, now, I want them held responsible for their part in this. If I'd been able to reach someone I never would have felt it necessary to rip up the carpet. I refuse to apologize for putting the safety of myself and my neighbors over a carpet.

  Business Response

  Date: 03/07/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the challenges you experienced at Arbor Glen, particularly regarding the flooding incident and your inability to reach emergency maintenance. We understand how frustrating and stressful this situation must have been.
  We have contacted the management team at Arbor Glen and their leadership so they can review the circumstances and have a Greystar representative reach out to you within 10 business days to discuss your concerns, including the insurance claim and the response to the incident.
  If you have any additional details you’d like to share in the meantime, please feel free to do so. We appreciate your patience as we work through this matter.
  Best,
  The Greystar Team