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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

    • 2,333 total complaints in the last 3 years.
    • 812 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:06/27/2025

      Type:Billing Issues
      Status:
      Resolved
      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 charged additional trash pick up service fees for several months with no indication or justification as to why. I have been charged more than the $30 per month agreed upon amount. In February, March, and April of 2025, I have been charged $55 per month. For May and June of 2025, I was charged $40 monthly. I have been charged as of today an additional $95 with no reason as to why. I am expecting this to be credited to my account immediately by Greystar. They are charging me for no reason other than they can because I cannot avoid paying it along with my monthly rental payment. They can review my monthly rental invoice and see additional charges for no reason. I have been given no notice by the trash valet service as to why I am being charged more than agreed upon.

      Business Response

      Date: 06/30/2025

      Hi ****,
      Thank you for sharing your concerns with us. We're sorry to hear about the unexpected valet trash charges you've experienced at Four Lakes at Clearwater. We understand how frustrating it can be when billing amounts differ from what was originally communicated.
      We've reached out to the on-site team at Four Lakes, as well as their leadership, so they can investigate this further. A Greystar representative will be in contact with you directly within 10 business days to review and discuss your concerns in more detail.
      Thank you again for bringing this to our attention.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Resolved
      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 waiting for my security deposit back. I received the final disclosure and it was incorrect. I contacted the office to advise them that we already paid for the 2 days that were due in June with May's rent (the lease expired on 6/2/25) and requested that it be corrected. I have called several times, left messages several times and emailed with no reply. It is very unprofessional to not return someone's calls and emails especially when a mistake was made. We have moved out over 25 days ago and still no refund of the security deposit for even the amount that was incorrectly done. From the beginning until the very end the communication was terrible. The apartment on the website was deceptive showing wood floors when it was carpet. The apartment was not move in ready and pictures were taken at the time to show all the damage that was in the apartment. I know the Attorney General has had a complaint with your company due to deceptive practices. Under Arizona law you have 14 business days to return the deposit and it has been longer than that. When I requested the contact information to reach out for my refund i was ignored by all of the office in Peoria Arizona.

      Customer Answer

      Date: 06/25/2025

      The Greystar Property  is Artessa and the  address is 7100 W Grandview Rd, Peoria, AZ 85382.  

      Business Response

      Date: 06/25/2025

      Hi ********,
      Thank you for sharing your concerns with us, and we’re sorry for the frustration caused by the delay and lack of response regarding your security deposit from Artessa in Peoria, AZ. We understand your disappointment, especially after receiving a final account statement you believe is incorrect and not hearing back from the team after multiple attempts to contact them.
      We’ve escalated your concerns to the Artessa property team and their leadership so they can review your situation in detail. A Greystar representative will reach out to you within 10 business days to follow up and help resolve the matter.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:06/24/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 applied for an apartment and were denied during the background check for something from over 7 years ago. We were then told we’d be getting out $200 administrative fee refunded but it’s been over two weeks and they are ignoring our attempts at communication.

      Customer Answer

      Date: 06/24/2025

      It is run by greystar but the location is Villatree. 

      Business Response

      Date: 06/25/2025

      Hi *******,
      Thank you for sharing your experience with us. We're sorry to hear about the delay and lack of communication regarding your $200 administrative fee refund after your application at Villatree in Tempe, AZ was denied.
      We've contacted the Villatree property team and their leadership so they can investigate and follow up with you directly. A Greystar representative will be reaching out within 10 business days to help resolve this issue.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Resolved
      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 April 15 of 2025, I submitted an application to the apartment complex Pinnacle at Germantown town center. On this day, I gave the business $500 for a Security deposit. As well as $75 in application fees. According to them “to secure our apartment”. On April 17, my application was accepted. On May 8, I declared to leasing Manager Christina, that we were no longer interested at no fault but theirs. The apartment we paid $500 to secure was in fact not secure and we were told that it was no longer available. Christina told me that it would take about two weeks to receive my refund back. We agreed to use an electronic refund system. On Monday, May 26 the refund system said I would receive my money and no more than three days. However, nearly a month has passed since then. After contacting the refund company, (Smart Disperse) their team shared with me that the payment was pending on the side of the apartment complex. So I spoke with Christina, and she told me that she would have to work with her managers to figure out how to get the money out of pending. That I would receive a call back shortly. A week has passed since then, and I have still heard back from their leasing office. Throughout this entire process, the leasing office has ignored my many calls and emails. On one occasion, they ignored my calls so much that I had to go into the office and speak to them myself about canceling our application. Overall, their business has been unprofessional and the whole thing felt a bit like a scam.

      Business Response

      Date: 06/25/2025

      Hi ******,
      Thank you for bringing this to our attention, and we’re sorry to hear about the experience you’ve had regarding your refund from Pinnacle at Town Center in Germantown, MD. We understand the frustration of not receiving a refund you were told would be processed and the difficulty in getting timely responses.
      We’ve contacted the property team and their leadership to review your situation and follow up on the refund. A Greystar representative will reach out to you within 10 business days to address this matter directly.
      Thank you again for your patience.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:06/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      05/28/2025 to 06/06/2025

      Lack of internet service for over a week, GreyStar knows there was an outage. The service in general is overall very spotty. Greystar doesn't give any other options for internet service.

      I've reached out to GreyStar and they informed me I have to speak with ********. I pay Greystar for internet service.

      Business Response

      Date: 06/23/2025

      Hi *******,
      Thank you for sharing your concerns with us. We're sorry to hear about the internet service issues you experienced at The Prado between May 28 and June 6, and we understand how frustrating it can be when critical services are disrupted.
      We’ve contacted the onsite team at The Prado, along with their regional leadership, so they can investigate further and follow up with you directly. A Greystar representative will be reaching out to you within 10 business days.
      The Greystar Team

    • Initial Complaint

      Date:06/21/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Following my move-out on May 14, 2025, I received the final accounting of my security deposit. I am filing this complaint for the following reasons:

      1. $25 Returned Payment Fee – Improperly Charged
      On May 17, I used the resident portal (via Plaid, provided by Greystar) to pay my final utility charges. On May 20, I was informed the payment was returned. When I followed up, I was told I should not have had portal access post-move-out — meaning the issue was due to a system error. I acted in good faith and have requested a waiver of this fee multiple times without receiving a definitive response.

      2. $200 Cleaning Fee – Disputed
      At move-in, I documented existing dirt and damage via the inspection form — conditions that were never addressed. I have repeatedly asked for a breakdown of the $200 cleaning charge, including vendor receipts or staff labor details as required by California Civil Code §1950.5, but I have not received any documentation.

      3. Delayed and Incomplete Communication
      Despite emails sent on June 2, 5, 7, and 16 to both management and the Receivables Department, I have not received a full resolution.

      Tim Echiribel acknowledged my concerns and said he would follow up but never did.
      The Receivables Team confirmed receipt on June 9 and assigned Darryl Ryales to my account, yet I’ve received no reply as of June 21.
      Timeline of Key Communication:
      May 29 – June 16: Multiple emails disputing charges
      June 6: Tim said he would follow up — no response since
      June 9: Receivables confirmed receipt, assigned Darryl
      June 16: I followed up again — still no reply
      Resolution Requested:
      Waive the $25 returned payment fee due to system error
      Provide a detailed breakdown of the $200 cleaning charge (vendor invoice or internal labor details)
      A full written response from the Account Specialist or Property Manager
      Refund any unsupported or improperly withheld charges

      Business Response

      Date: 06/23/2025

      Hi ******,
      Thank you for sharing your concerns with us. We're sorry to hear about the issues you’ve encountered following your move-out from Calypso Apartments and Lofts, particularly regarding the returned payment fee, the cleaning charge, and the lack of follow-up on your inquiries.
      We’ve contacted the team at Calypso Apartments and Lofts, along with their regional leadership, to investigate your concerns and ensure someone follows up with you directly. A Greystar representative will be in touch with you within 10 business days.
      The Greystar Team 



    • Initial Complaint

      Date:06/20/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      left my apartment that is managed by greystar in march. no matter how i contact fountain palms apt they do not respond about my deposit> i even sent a letter demanding deposit back that had to be signed for. I live in Tennessee now so i cannot go down to the office. i have sent over twenty emails with no response.

      Business Response

      Date: 06/23/2025

      Hi ******,
      Thank you for sharing your concerns with us. We’re sorry to hear about the difficulty you’ve experienced trying to follow up on your deposit after moving out of Fountain Palms. That’s not the experience we want for any of our residents or former residents, and we understand how frustrating this must be.
      We’ve contacted the team at Fountain Palms and their leadership so they can investigate the matter further. A Greystar representative will be reaching out to you directly within 10 business days to discuss your concerns and provide further assistance.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:06/20/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ****** **********, and I’ve been a resident at Exo Reston since 2021 with my wife, ********, and I have been dealing with threats for eviction over the past few months.

      We currently live in one of the WDU units and have recently received an eviction notice, citing "failure to meet recertification" as the reason. The leasing office - specifically the manager, Iesha Gill - is claiming that our household income exceeds the 100% AMI limit. However, this is based on an incorrect calculation.

      We’ve submitted multiple forms of proof, including pay stubs, W-2s, and even completed the Employment Verification process—which, unfortunately, appears to have been disregarded entirely. Despite our efforts, none of the documentation seems to have been taken into account. We've since escalated the issue to ******* ******’s Planning and Inclusionary Housing Programs Division for mediation.

      To our surprise, we found another eviction notice on our door last night, after 7 PM.

      Seeking assistance if this issue falls under your scope of work.
      This situation reflects a clear disregard for our rights as tenants and appears to violate the guidelines of the WDU program. The leasing office continues to refuse to work with us and inaccurately claims that our household income is significantly higher than it actually is.

      Business Response

      Date: 06/23/2025

      Hi ******,
      Thank you for sharing your concerns with us. We're sorry to hear about the difficulties you've been experiencing regarding the recertification process and the recent eviction notices at Exo Reston. We understand how upsetting this situation is and appreciate you taking the time to outline the details.
      We’ve contacted the team at Exo Reston and their leadership so they can investigate the matter further. A Greystar representative will be reaching out to you directly within 10 business days to discuss your concerns in more detail.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:06/20/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 making complaints for the past 6 months and I just recently had to call the authorities for a consistent noise complaint. I have been told I cant have their high ups contact information

      Business Response

      Date: 06/23/2025

      Hi *******,
      Thank you for reaching out and sharing your concerns. We’re sorry to hear about the ongoing noise issues you’ve been experiencing at Union Heights and understand how stressful and frustrating this has been.
      We’ve contacted the team at Union Heights and their leadership so they can review your concerns and follow up directly. A Greystar representative will be in touch with you within 10 business days to discuss the matter further.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:06/20/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Greystar charges ILLEGAL fees (painting and flat full cleaning security deposit deductions no matter how spotless the place is, $60-150 monthly "trash/porter" fee, among others) and is undergoing several class action lawsuits for this in California and Colorado. This is in blatant violation of California Civil Code 1950. Beware - the prices are fake.

      To spell out the violations:
      - painting is only a legal charge if you damaged the paint beyond normal wear and tear. Greystar charges a painting deduction to ALL tenants unless they have lived there for more than 3 years, even if the paint is spotless
      - a cleaning fee is only allowed as necessary to make the unit as clean as it was when you got it. A flat full cleaning fee, which Greystar charges even if your place is spotless (they'll say there's dust in one spot) is illegal
      - Greystar is being sued for expensive monthly junk trash/porter fees, which other apartments do not charge, to hide their true prices. This violates California's Honest Pricing Act.

      A simple Google search will reveal the many lawsuits that are being filed against Greystar for their predatory illegal fees.

      Customer Answer

      Date: 06/20/2025

      The Greystar property was the Garey Building, which I moved out of on May 17, 2025. I've attached the move out statement and invoices, attached. I've also attached the final move-out inspection form which notes no damages and no dirtiness. Greystar charges a painting fee based on length of tenancy, not based on damages, which I dispute as violating California Civil Code 1950. Greystar also charges a full cleaning fee regardless of cleanliness, which also violates California Civil Code 1950. I also believe the monthly trash/porter fees that I've been paying since moving in June 2022 to violate California's Honest Pricing Act. 

      Thanks, *********

      Business Response

      Date: 06/23/2025

      Hi *********,
      Thank you for sharing your concerns with us. We’re sorry to hear about your experience following your move-out from the Garey Building, especially regarding the charges and fees you've described. We understand how frustrating this must be, and we appreciate you taking the time to outline your concerns in detail.
      We’ve contacted the team at the Garey Building and their leadership so they can review your concerns and supporting documentation. A Greystar representative will be in touch with you directly within 10 business days to discuss the matter further.
      Sincerely,
      The Greystar Team

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