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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  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:03/05/2025

  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.

  Problem started with a flood in my apartment caused by the building. The building, maintenance, and manager all agreed that it was the fault of the drainage system that I experienced the flood that took out half the apartment. After being woken up in the morning by sparks, I looked and my whole apartment was flooded where I immediately began to take action. I ran outside and the maintenance person had already looked at the unit next door. Long story short they told me to move things and they'd be in there shortly.
  
  The property manager refuses to respond to my messages about maintenance staff leaving things in the unit and the unit being uninhabitable as the floor was still wet when they said I could move back in after several days, the insurance company says that the property manager will not return their calls, so they cannot finish the claim, after repeated emails and calls to the office there is no response from management even after admitting fault to all the problems. I knew something was weird about this management when I submitted a referral offer they ADVERTISE and I've sent them info in OCTOBER of 2024 and they said it was "waiting for headquarters" and then I recently got another email that they are sorry and submitting it to the manager. My main problem is with the manager and staff. When I moved in, the staff seemed friendly but after living here a few months I can tell you that the staff is combative, irresponsible, does not communicate, and neglects residents (as myself) on a regular basis. Before consulting legal council I've brought it to the BBB to resolve this issue. The property is La Plaza Village Apartments in Los Angeles and the manager's name is Leslie. Even when promised I would have a reply, the manager sends emails to all the tenants about "Dryer cleaning" before she even looks at my issues. If I seek legal council I will be looking for punitive and time damages as well. Greystar is the worst.

  Business Response

  Date: 03/06/2025

  Dear *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you have experienced at La Plaza Village Apartments, including the impact of the flood, the condition of your apartment, and difficulties in communication with the management team regarding your insurance claim and referral offer.
  We have contacted the management team at La Plaza Village Apartments, along with their leadership, so they can investigate the situation and have a Greystar representative reach out to you within 10 business days. If there are any additional details you’d like to share in the meantime, we encourage you to provide them directly to the property team once they reach out.
  We appreciate your patience while this matter is reviewed.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/04/2025

  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.

  After receiving move out charges from our former property management company on 9/9/2024 I asked for an explanation for charges including a breakdown of the cost for one of the items listed (patio screen repair cost) via email communication on 9/16/2024. We didn’t receive a reply until November after asking for a follow up and the rep, Brianna T*********, did not provide this in their email on 11/12/2024. After replying asking for a breakdown again on 11/14/2024 I did not receive an answer and recently received a call from a debt collection agency on 3/3/2025 about the charges which my husband (******* ******) paid in full through Genesis. I do not feel this action is justified as I deserved to have my question answered before having the issue escalated and being forced to pay in order to avoid a negative credit impact. I would like a refund for the disputed amount related to the patio screen charge of ($61.69).

  Customer Answer

  Date: 03/11/2025

  The name of the property is Maddox in South End Charlotte. My issue and complaint is not with the building but with the corporate company.

  Business Response

  Date: 03/11/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns regarding the move-out charges at Maddox in South End Charlotte. We apologize for any frustration caused by the lack of timely communication regarding the charge breakdown.
  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:03/04/2025

  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 rent statements for every month it says grand total due. But every month they withdraw more than that amount

  Business Response

  Date: 03/05/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We apologize for any confusion regarding the rent charges on your account. We have contacted the team at your community, along with their leadership, so they can investigate this issue and follow up with you directly within the next 10 business days.
  If you have any additional details you’d like to provide in the meantime, please feel free to share them with your community management team.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/03/2025

  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 January 15, I submitted my 60-day lease termination notice via email and in person at the leasing office. When I inquired about any lease break fees, I was assured that no additional steps were needed beyond the notice.
  
  On January 18, I visited the office to confirm the move-out process and ask about elevator reservations. Again, I was told my notice was on file and that everything would be processed accordingly.
  
  On February 26, my rent statement showed a full charge for March. When I called, management confirmed my move-out was in order and said I only needed to cover utilities, which could be paid via my security deposit or a small certified check.
  
  On March 1, I contacted the leasing office because my prorated rent had not been posted. I was then informed that my move-out had not been processed.
  
  On March 3, I was told my lease break request was never recorded and that my 60-day notice was only valid for standard move-outs, not early lease termination. Had I been properly informed, I would have vacated in January.
  
  I vacated two months ago, fulfilling the required notice period. However, the complex is now demanding four months' rent instead of two (given that I have paid 2 months of rent since my notice was complete per their lease document), due to their failure to process my notice correctly. I seek a resolution to this improper charge of two months rent.

  Customer Answer

  Date: 03/04/2025

  Thank you for your message. It is The Stewart at 800 N Central Ave in Phoenix, AZ. Please let me know if you have any additional questions. 

  Business Response

  Date: 03/04/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns. We understand how frustrating this situation must be, and we apologize for any confusion regarding your lease termination and billing.
  We have contacted the The Stewart property team and their leadership to review this matter. A Greystar representative will be reaching out to you within the next 10 business days to discuss your concerns and provide clarification on your lease charges.
  If you have any additional documentation or details to share, please feel free to respond to this message.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/28/2025

  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.

  Neighbor on the property causing emotional and property damage due to dog peeing and pooping on patio. Letting dog bark late at night and early in the morning. Pee and poop trickled onto my patio and destroying my outdoor rug. Another neighbor called me “white trash” while walking my own dog. Multiple residents smoke cigarettes and marijuana on property, it is a smoke free property. I have made management aware and they refuse to enforce community policies. I have spoken with apartment leasing staff and GreyStar staff about ending lease early due to inability to live at a proper standard of living. I cannot open my windows or blinds without smelling urine and poop or looking at poop stains.

  Customer Answer

  Date: 03/03/2025

  Bluffs at Midway Hollow 

  Business Response

  Date: 03/04/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the challenges you’ve been experiencing at Bluffs at Midway Hollow, including the issues with your neighbor’s pet, smoking violations, and the overall impact on your living environment.
  We have contacted the property team and their leadership to investigate this matter further. A Greystar representative will be reaching out to you within the next 10 business days to discuss your concerns directly and explore possible resolutions.
  If you have any additional details you’d like to share in the meantime, please feel free to respond to this message.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/28/2025

  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 writing to formally file a complaint against Telegraph Arts, located at 471 26th St, Oakland, CA 94612-2540, for failing to refund my $250 deposit in accordance with California law. Below are the details of the dispute:
  
  Date of Transaction: I submitted my rental application and deposit in January 2025. My application was officially denied on January 21, 2025.
  
  Deposit Amount: $250
  
  Nature of the Dispute:
  
  My rental application was denied on January 21, 2025, and per California law, a landlord must refund an applicant’s deposit within 21 days of denial.
  
  On February 25, 2025, I followed up with Telegraph Arts regarding the refund. In response, a representative, Jasmine K*****, provided me with a final account statement that clearly shows a refund due in the amount of $250.
  
  Despite this documentation, I was informed that my account had been closed and that I was not due a refund. However, the final account statement contradicts this claim, explicitly stating that a refund of $250 is owed to me.
  
  I provided proof of the denial to the management representative as requested but received no further response or resolution.
  
  Business’s Attempt to Resolve the Issue: The business has not taken the necessary steps to process my refund despite acknowledging it in the final account statement. My attempts to communicate and resolve the matter have been ignored.
  
  I am requesting the assistance of the Better Business Bureau in resolving this matter. I seek the immediate return of my $250 deposit as required by California law. Enclosed with this letter is the final account statement from Telegraph Arts, which verifies the refund due.
  
  Please let me know if you require any additional information to process this complaint. I appreciate your time and assistance in this matter.

  Business Response

  Date: 03/04/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We understand how important it is to have clarity on your application deposit refund, and we’re sorry for any frustration this situation has caused.
  We have contacted the Telegraph Arts property team and their leadership to investigate this matter further. A Greystar representative will be reaching out to you within the next 10 business days to discuss your concerns directly and provide an update on your refund request.
  If you have any additional details or documentation you'd like to share in the meantime, please feel free to respond to this message.
  Best,
  The Greystar Team
  
  
  
  

• Initial Complaint

  Date:02/28/2025

  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 am writing to file a former complaint regarding the loud disturbances the tenant in 213, directly above my unit, has continually made in the last year at this residence. I have reported the issue of loud music/bass vibrations and yelling numerous times to both the office as well as to the police. I have been told differentiating things such as you all are not allowed to do anything because the city of Aurora does not have any noise ordinances, or if I get a police report you all will issue a demand to stop the music, or quiet hours start at 10pm (which I am not aware of as this is not something that is posted in the lease or in any email), or that there have been emails sent to the guest asking to respect his fellow neighbors. This issue has now escalated into a safety issue. I have been told not to approach guest on my own for my own safety but there has not been anything done to actually get the guest to abide by the lease terms. I do not feel safe in the apartment as I am a female that resides alone. I work all hours of the day due to the nature of my business which is in hospitality and need certain hours where I can rest undisturbed. I am not saying that any of the tenants or guests can not make noise in the space they also pay for, but there is a respectable level of noise that should be allowed in any residence. The tenant has begun to exhibit intimidating behaviors as if to stop my complaining about the noise, which I have asked not to reveal whom was filing the complaints for my safety. The unit is occupied by multiple guests at any given time and presents another hazard for possible attacks or retaliation. I have called the office to report this as well as the non emergency police. Nothing is being done. I feel unheard and unsafe. I would like the complex to do something or let me out of my lease with no penalty.

  Business Response

  Date: 03/03/2025

  Dear Ms. ********,
  Thank you for reaching out and sharing your concerns regarding noise disturbances and your safety at Five810 Southlands. We sincerely apologize that this has been an ongoing issue and that you feel unheard.
  We have contacted the property team and their leadership so they can review the situation and explore possible next steps. A Greystar representative will reach out to you within 10 business days to discuss your concerns further. Your safety and comfort are important to us, and we appreciate your patience as we investigate this matter.
  If you have any additional details to provide in the meantime, please don’t hesitate to share them.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/25/2025

  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 wasn’t going to leave a review, I didn’t have much positive to say about Seven, however, 29 days after moving out I received a $1,700 invoice for move out charges on top of keeping my $1,000 security deposit. I reached out to Greystar on October 20th with a list of questions regarding the final bill, the rep told me she would look into and get back to me. I didn’t hear anything until January 27th, when I was called by them and asked why I hadn’t paid. They then ignored for another month, then sent a new invoice for nearly $10k, they had added a floor repair for over $7k. You have 30 days in Texas to refund the deposit or send an itemized list, they never did this, just an invoice 3 months after the lease ended and have ignored communication.
  
  1. I was charged $140 for a cleaning fee. I spent $600 the day before move out on a cleaning service who spent 6 hours cleaning every inch. The place was spotless.
  2. I was charged $550 for repainting the walls. I never hung art or painted any walls. I mounted 1 TV which should’ve cost under $100 to patch.
  3. Utilities charge of $1,016.56 for the last month. My rent ended on the 25th of the month and I moved out the 19th so the AC, lights, and were off the last week. My highest month of utilities throughout the year was under $400.
  4. There was an amenity rent charge for $400 added to my last statement as well. There’s nothing mentioned in the lease about an amenity charge and was never discussed by the leasing agent at any point when touring or signing my lease.
  5. They tried to bill me an additional $7,300 for "damaged vinyl flooring" 50 days after my lease ended. I never damaged any flooring, the floor is pulling apart in several areas and I was told this was normal and ignored. In the state of Texas you have 30 days to refund the deposit or send a itemized list of repairs, this did not happen and was added recently when they reached out.

  Business Response

  Date: 02/26/2025

  Hi *****,
  
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the frustrations you’ve encountered regarding your move-out charges at Seven. We’ve contacted the property team and their leadership so they can investigate your concerns. A Greystar representative will follow up with you directly within the next 10 business days to discuss your concerns in further detail.
  
  If you have any additional details or documentation that may assist in reviewing your concerns, please feel free to share those when the team reaches out.
  
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/25/2025

  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 writing to formally file a complaint against [Apartment Complex Name] in Culver City, Los Angeles County, regarding excessive and unjustified charges deducted from my security deposit after my recent move-out.
  
  My tenancy at VOX ended on February 9, 2025. Upon moving in, I paid a security deposit of $1,000. However, upon receiving my refund, I was only returned $239.97. Based on my estimation, considering the final month’s utility bill (our average monthly utility cost is approximately $230), the apartment management deducted an estimated $530.03 for cleaning and move-out costs. This charge appears to be excessive and unreasonable.
  
  According to the California Tenant Guide, landlords are legally allowed to deduct from the security deposit for:
  Unpaid rent;
  Cleaning costs to restore the unit to its original cleanliness;
  Repair of damages beyond normal wear and tear;
  Costs of restoring or replacing personal property (if allowed in the lease agreement).
  
  My concerns regarding this charge are as follows:
  Cleaning Charges: My household thoroughly cleaned the unit before moving out and have photographic evidence to support this claim. The amount deducted for cleaning is unreasonable.
  Painting Charges: We strongly doubt the legitimacy of any painting costs, as the unit only exhibited normal wear and tear. California law states that landlords cannot charge tenants for standard wear and tear.
  Lack of Itemized Invoice: The apartment management failed to provide an itemized statement within the legally required 21 days, as mandated by California law. Under the law, landlords must either return the full security deposit or provide an itemized list detailing the deductions along with receipts for work exceeding $125.
  
  I request that the BBB investigate this matter and assist in facilitating a resolution. Please contact me at your earliest convenience regarding the next steps.
  
  Thank you for your time and assistance.

  Business Response

  Date: 02/26/2025

  Hi *******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about your frustrations regarding your security deposit refund at VOX. We have contacted the property team and their leadership so they can investigate your concerns. A Greystar representative will follow up with you directly within the next 10 business days to discuss your concerns in further detail.
  If you have any additional documentation, such as photos or receipts, that may assist in reviewing your concerns, please feel free to share those when the team reaches out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/21/2025

  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.

  On January 9, 2025, ******** (******** ******* Insurance Company) issued a renters insurance policy placed by Greystar on my behalf. Neither ******** or Greystar had my authorization or consent to issue or bill for such a policy. Following notification about the policy, in January 2025, a Greystar agent assured me, in person, that I would not be charged for the ******** policy since I had previously provided proof of my Allstate renters policy to Greystar on November 30, 2024. On February 1, 2025 Greystar billed 10.75 for the ******** policy despite the previous assurance that I would not be billed. In subsequent email correspondence during February 2025, Greystar has refused to direct ******** to cancel the policy and refund me or otherwise address that matter.

  Business Response

  Date: 02/25/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns regarding the renters insurance policy charge at 33 8th Street. We understand your frustration regarding the unauthorized billing and the difficulty in resolving this matter.
  We have contacted the property team and their leadership so they can investigate this issue and have a Greystar representative reach out to you within 10 business days to discuss your concerns.
  If there is anything else we can assist you with in the meantime, please let us know.
  The Greystar Team