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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

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  Greystar

  1408 N Central Ave Avondale, AZ 85323

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  Greystar

  1818 S State College Blvd Anaheim, CA 92806

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  Greystar

  5110 N. 129th Ave. Litchfield Park, AZ 85340

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:02/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Greystar Real Estate Partners
  Address: 450 Sansome St #500, San Francisco, CA 94111-3306
  Phone Number: (415) 489-3900
  Description of the Complaint:
  
  I am a tenant at 1177 Market Street, a property managed by Greystar Real Estate Partners. Since 11/2024, I have encountered several issues that I believe constitute unlawful harassment and violations of my tenant rights under California law:
  
  Refusal to Accept Rent Payments: Despite my consistent efforts to pay rent through the established channels, management has repeatedly declined my payments without valid justification. I have not been served with any eviction notice, nor have there been any legal filings for eviction against me. My rental account is current, with all payments up to date.
  
  Harassment and Intimidation: Staff members have made unauthorized visits to my apartment outside of regular hours without prior notice, engaging in behavior that I perceive as intimidation. Additionally, I have been unjustly denied access to rentable lounge spaces within the building without due process or valid reasons provided.
  
  Denial of Written Documentation: I have formally requested written documentation from management detailing any reasons for denying my rent payments and access to amenities, as is my right as a tenant. These requests have been refused. Fortunately, I had a witness present during these interactions who can corroborate my account.
  
  Witnesses to these unjust actions
  Reshaun Rush
  Bryce Dalmacio

  Business Response

  Date: 02/25/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We apologize for the difficulties you’ve encountered regarding your rental payments, community access, and requests for documentation at 1177 Market Street. We take resident concerns seriously and want to ensure they are addressed appropriately.
  We have reached out to the management team at 1177 Market Street, along with their leadership, so they can investigate and follow up with you directly within the next 10 business days.
  If you have any additional details you would like to provide, please share them with the onsite team when they reach out.
  Best,
  The Greystar Team

  Customer Answer

  Date: 02/25/2025

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

  Nothing has been resolved and harassment is still ongoing. 
  
  
  
  Sincerely,
  
  
  
  ******** Rivers

  Business Response

  Date: 02/26/2025

  This situation is being handled by the property's legal team, therefore all communication with this resident is through and must be through council.

• Initial Complaint

  Date:02/20/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 26, we suffered from a flood in our apartment due to an aged pipe breaking off our toilet.
  
  Greystar is charging us the balance for damages not covered by our renters insurance, which is approximately $10,000.
  
  However, Greystar refuses to take any accountability for their role in the damage and is saying we are 100% liable. We believe they hold at least 70% accountability for the following reasons:
  
  We called property management several times during the flooding and visited the leasing office in-person several times and no one visited the unit or informed us how to shut off water to the unit during the hour before maintenance arrived. If on-site staff had visited during the flood, they could have immediately stopped the flood by shutting off the water via the water heater closet. On-site staff were dismissive and did not seem at all concerned about the flooding or damages.
  According to our email records, emergency maintenance was not dispatched until nearly an hour after Greystar was first informed of the flooding, after several phone calls. Paired with the on-site’s staff unwillingness to visit the unit during the flood, this constitutes a slow and negligent response from management.
  At our own cost and inconvenience, we took responsibility to call a plumber to get advice on how to shut off water in the unit which significantly mitigated the damage before emergency maintenance arrived. If we had not taken this step, water would have continued to flood the apartment for another 45 minutes.
  To mitigate damages, we purchased a shop-vac at our own cost and removed water from the unit for several hours before emergency services arrived.
  On-site management staff did not visit the unit once on the day of the flood despite being present at the leasing office just a 3 minute walk away during the entire incident. In addition to several phone calls to Greystar, we visited the leasing office several times during the incident to request help. None was offered

  Business Response

  Date: 02/24/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding the flooding incident at Avana Ridenour. We understand how frustrating and stressful this situation must have been for you.
  We have contacted the Avana Ridenour property team and their leadership to review the details of your concerns, including the timeline of events and the response from on-site staff. A Greystar representative will be in touch with you within 10 business days to discuss this matter further.
  Please let us know if you have any additional information you would like to share in the meantime.
  The Greystar Team

• Initial Complaint

  Date:02/20/2025

  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.

  The office instructed to pay the lease termination w/in 7 days of the payment being issued, which we did. We moved out in July and return 2-3 times to clean the apartment. I return all the keys a week early: 2 apt, 1 storage, 2 fob, and 2 pool pass. The 40's-ish white woman at the desk made notes on the computer and told me I was good to go. I asked are you sure I don't need to sign anything? She responded no because it was all noted in the system. November 19th is 1st time Christina contacted my husband about acct for failure to pay the termination fee, last months rent, utilities, not returning keys, and apartment cleaning due to the state it was in. The termination fee, rent, and utility were removed after confirmed payments. The move-out inspection pics shows 2 different apts-we are ***** (images from portal of work requests and move-out insp. Email describes images). Dec/Jan was busy-we work 50-60 hr weeks. I sent 2 emails to schedule a call but received no response. Christina O***** calls Feb 13 to offer 50% disc on last items because the property is changing mgmt companies and either close acct or go to collections. She lied saying the leasing office is unwavering in the information they gave her. The leasing manager said they sent email to Christina that all keys except 1 fob was returned. Manager said procedure is to sign for returned keys and employee didn't follow procedure but to call Christin back to fix acct. Christina continually talked over me, raising her voice, which in turn made me raise my voice. She said I either pay the disc. rate right then or she'd charge me the full $431.41. That I should be grateful for the offer and will not remove remaining fees b/c she doesnt have time to fix it and the lack of communication since we moved out in Aug is my fault. Christina should not threaten people. I shouldnt be monetarily responsible when emp.s demonstate a pattern of procedural noncompliance and inability to maintain and pass on correct records.

  Business Response

  Date: 02/24/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns regarding your move-out experience at Ashford Apartments. We sincerely apologize for any confusion or frustration you have encountered regarding your final account balance.
  We have contacted the property team and their leadership to review the details of your move-out, key return, and the assessed charges. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and work toward a resolution.
  Please do not hesitate to let us know if you need anything further in the meantime.
  The Greystar Team

• Initial Complaint

  Date:02/20/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FILING A FORMAL COMPLAINT AGAINST THE COMPANY AND
  INDIVIDUALS BELOW:
  HORNET COMMONS LASING OFFICE
  Greystar California, Inc.
  Attention: Nicolas R*****, Community Manager,
  Taylor Macias, Leasing manager, & Alex Batson
  3001 State University Drive
  Sacramento, CA 95826
  
  To Whom It May Concern:
  Regarding: ********* ********, Building * Apartment *** Room * (3001 State University Drive)
  My daughter, *********, notified the leasing office at Hornet Commons about a leak in her window on
  09/21/2024. Inspections on 09/22 and 09/23 by staff and maintenance were completed. On Thursday,
  10/3, she was notified through email that she would need to leave the apartment and move into a
  temporary room before construction started the next week on 10/9 at 9am. This email did not provide any
  information as to what room she would be moving into, but it mentioned that a follow-up email would be
  sent with said information on that following Monday. She went into the office that Friday, 10/4, to see if
  she could get any clear instruction on where she was moving and for how long. She discussed this with a
  manager named Cristian, who mentioned that he had been briefed on the situation, but overall didn’t have
  any sufficient details to spare, and proceeded to tell her to wait for the follow-up email on Monday.
  On 10/7, my daughter received the follow-up email. It stated that she could pick up her new keys the next
  day, 10/8, and move out before the morning of 10/9, when the construction was to start. According to the
  email, she would apparently have little to no access to her room while they worked on it. I told my
  daughter not to leave the apartment until we talked to the management and got answers from them about
  room assignment and the timeframe for construction.
  My daughter and I went to the leasing office the afternoon of 10/8 and spoke to a manager named Alex.
  He seemed pleasant enough but had no information. I explicitly told him that my daughter needed more
  time and that she needed to be provided with either boxes or movers. Alex stated that the management
  was meeting with the maintenance staff and would have more information later that day and that they
  would notify me or my daughter. I made it clear to Alex that he should find out how long this would last
  and that my daughter would need to be compensated in some way if this situation lasted more than a
  week. His response was “it shouldn’t take more than a week, but I will let them know what you are
  requesting. By the way, do you know what and how much you want?” He continued to bait me into giving
  
  2
  him a dollar amount. Later that day, my daughter received a call from the leasing office at 5:30pm while
  she was in class and was unable to answer it. They did not leave a voicemail.
  The following day, 10/9, maintenance showed up to the apartment at approximately 10:30am. My
  daughter asked the maintenance men the questions management had failed to answer. They said that
  they were hoping the construction would take no more than a week and that their initial plan was to have
  all four roommates relocated so they wouldn’t be disturbed by the construction, but clearly, the leasing
  office did not take their request into consideration. They also clarified that they had given Alex the
  answer regarding the timeframe, and they assumed he had relayed it to my daughter. Maintenance
  began working in the living room, removing the HVAC unit because the water damage was from the
  HVAC in the unit upstairs. The leasing office seemed to be under the impression that the leak only
  needed fixing in my daughter’s room when the water had actually seeped into the living room walls as
  well, and mold was found.
  Later, my daughter went to the leasing office after her class, around 3pm, to see what was going on and
  Alex told her that he left a message regarding the timeframe for the construction work (NOT TRUE).
  When my daughter made him aware that no message was left, she was given a cart and made to leave
  her identification as collateral (ridiculous). The cart was for my daughter to move her things, and it had to
  be returned before the office closed at 6pm! My daughter moved only her essentials since she wouldn’t
  have any access to her room or enough time to pack. One of her roommates (****) moved into the
  temporary apartment with my daughter because she could not stand to be in a living space with no HVAC
  and all the noise and dust. However, they both needed to keep going down to their apartment since all
  their pots/pan/utensils were in the apartment that construction was being done in and they did not move
  the other two roommates (***** and ****) who also needed the pots/pan/utensils.
  Week after week, both my daughter and **** stopped by their apartment to see what progress had been
  made with the construction. The workers let them know when certain things would be done, unlike
  management who failed to send any emails or consistent updates.
  Management’s negligence resulted in my daughter returning to her temporary apartment at midnight on
  11/2 to find that she was locked out (unacceptable and dangerous). An RA on call was able to get her
  back into the apartment and told her that her key had only been programmed for two weeks and that she
  needed to go to the leasing office the next day to have it reprogrammed. She did. Management was in
  the office at the same time, but they still had no updates.
  My daughter had received an email (see attached) on 10/23 stating that she could move back to her
  apartment, but that they had to order a new part for the HVAC and they would notify her when it came in.
  It being October, it was consistently 100 degrees outside during the day and the small portable air
  conditioner placed in the living room did nothing to help with the temperature, meaning that the apartment
  was always at least 80 degrees OR HIGHER inside and the noise and dust were unbearable.
  At night, the temperature outside would drop to the 40s and with no heating, ***** and ****, the
  remaining roommates, were left to freeze. My daughter and **** decided they’d stay in the temporary
  apartment until the HVAC was up and running in their unit because they hadn’t heard anything from
  management at the leasing office. I went with my daughter to check on her apartment and there was no
  heating or air. I spoke with ***** and I asked why they had not moved out and she responded “we
  asked and were told that there are no available rooms”. I let her know that that was illegal and a hazard
  to their health and they needed to ask again for accommodation, and I cited her the Code below.
  
  3
  Tenant Rights Under California Civil Code 1942
  In California, the implied warranty of habitability requires landlords to maintain properties in a
  safe and suitable condition. This includes compliance with health and safety codes to prevent
  conditions dangerous to tenants’ well-being. Essential services like plumbing, heating, and
  electrical systems must be functional. Additionally, properties must be free from hazardous
  substances like lead paint and mold.
  On 11/18, my daughter received an email and a call from the leasing office. They seemed to be confused
  as to why she was still in the temporary apartment. They demanded that she leave and return the keys
  by 6pm the next day or else they’d have to charge her rent for two units. Like the first time, this call came
  in at around 5:30pm, a half hour before the leasing office closes! When she went to check on her
  apartment room, the paint on the window was chipped, the carpet had not been replaced or installed
  properly after the work on her window was completed. I told her not to move into the apartment until it had
  been repaired and to call the leasing office.
  I called Taylor on 11/19 to inform her that my daughter would not return until the above things were taken
  care of. The lack of communication and incompetence with all the managers at this office is ridiculous,
  and I told her so. She acknowledged that there had been some gaps in communication in the office. I told
  her that they all need to have some type of training in customer service. Taylor had the gall to tell me,
  when I asked why they failed to keep my daughter informed of the status of her apartment, that, “it is not
  our fault she chose to stay more than a week in the temporary apartment when she should have
  left since the apartment repairs was already complete.” I became frustrated and explained to her that
  my daughter didn’t choose to stay that long. She was never given actual information or updates other
  than the email from 10/23 that stated a part had been ordered. I also told her that we had seen the
  apartment that evening, and the HVAC had not even been installed yet because they were still waiting on
  the part. Taylor then proceeded to tell me that “You should have notified the office!”
  I said that was not my job but hers and that her attitude and the miscommunication in their office and
  between management was unprofessional. I also stated to her that I was looking for some type of
  compensation for my daughter for all the inconvenience they caused her and her roommates, and she
  said she would take it up to higher management.
  I reminded her of all the communication my daughter and I have had with the RA and student staff along
  with management and let them know that I did not appreciate my daughter being called a liar and that all
  management by now should be aware of the situation, since both ********* and **** had continuously
  gone to the office to check in with management. They would tell them that a meeting would be happening
  later and they would relay the information to them afterwards, but no information was ever available.
  ********* and **** moved back to the apartment on November 19, 2024. More than a month after she
  had moved out on October 9, 2024.
  I continued to follow up with the leasing management and only Taylor seemed to be available and never
  had any information. I called on 11/27 and asked to speak with Taylor and was told she would be back in
  the office on Monday, 12/2. I called on 12/2/24 and Taylor was not in the office so I asked to speak with
  any available manager, because I needed the status of my request for compensation for my daughter. I
  was given a generic email and I sent the question over email. Taylor called me back on 12/3, with an
  attitude. If she had been my employee she would have been dismissed on the spot, however that was
  not the worst of it. When I asked about the status of compensation request for my daughter she stated,
  “Nico said that is not gonna happen!” I proceeded to remind her that I will and am going to go over
  
  4
  their heads and that something will have to be done to compensate not only my daughter but all the
  residents of that apartment. I also reminded her how illegal their actions were. She hung up.
  I TOLD TAYLOR THAT I NEED THEM TO COMPENSATE MY DAUGHTER AS WELL AS THE OTHER
  TENANTS FOR THE INCONVINIENCE AND I WILL DO WHAT NEEDED TO BE DONE SO THAT
  THEY WOULD COMPLY WITH WHAT WAS DISCUSSED AT THE BEGINNING OF THIS SITUATION.
  I SENT THEM A DEMAND LETTER (ATTACHED) AND HAVE NOT HEARD ANYTHING.
  I am sure your office is well aware that Sac State, and its vicinity, is a high sex trafficking area. The fact
  that my daughter was locked out at midnight because of the leasing office’s incompetence is appalling
  and unacceptable. The fact that the only information that my daughter was receiving was from the
  construction staff is ridiculous. The incompetence in this leasing office is ridiculous and they should be
  FIRED for putting students’ health and welfare in harm’s way.
  If my daughter had not informed them of the leak, the situation would’ve been much worse with black
  mold running down two floors. Ironically enough, at this time, the office posted notices on the residents’
  doors claiming they were going to have maintenance come in to inspect for leaks (which they never did).
  Each health and safety inspection thus far has been subpar, with student staff walking into people’s
  rooms to look around for a quick second and then leaving. This is one of many shortcomings of the
  Hornet Commons management leasing office and the employees. Another example, the door to the
  fourth floor of Building E is jammed, which is not ideal in a world where fires burn down buildings. They
  have been notified previously of this. They still have not fixed it. I thought about having my daughter do a
  lease takeover, since per the contract they aren’t allowed to break the lease, but she would still have to
  pay a fine, ultimately breaking her lease anyway.
  With all that being said, I was going to ask for a compensation of at least a month of waived rent,
  however, after dealing with the leasing company and their incompetent, untrained, and unprofessional
  staff, I want my daughter to receive the minimum of two months of free rent, considering how high their
  rent is. I am also asking that you train your staff or hire new managers that have some type of customer
  service skills and knowledge of what tenant laws and rights are. PLEASE! I know for a fact that I am
  not the first parent with complaints of their inability to do their jobs! I have seen the reviews in the Better
  Business Bureau website and on ****** reviews. Taylor’s and Alex’s names pop up consistently in
  these negative reviews.
  
  Sincerely,
  
  ******** ********
  **** ** ******* ***
  Elk Grove, CA 95757
  ###-###-####

  Business Response

  Date: 02/20/2025

  Dear Ms. ********,
  Thank you for reaching out and sharing your concerns regarding your daughter’s experience at Hornet Commons. We sincerely apologize for the challenges she faced during her temporary relocation, as well as any delays in communication or assistance from the leasing office.
  We have contacted the team at Hornet Commons along with their leadership to investigate this matter further. A Greystar representative will be reaching out to you within the next 10 business days to address your concerns directly.
  We appreciate your patience and understanding as we work to review this situation. Please let us know if you need any further assistance in the meantime.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to obtain a security deposit refund from Rosalia Winter Park f/n/a Calirosa of Winter Park. I had a 7-month lease ending 11/30/2024. We actually vacated the apartment at the end of October 2024. We paid our final month's rent and fees on 11/1/2024 and have the electronic receipt generated by the Calirosa portal. I have patiently waited for the refund of our $300 deposit but have never received it. I have contacted the property several times and provided an email copy of my receipt to both Rita H********-Property Manager and Austin C*****-Regional Property Manager. Both acknowledged receipt of my email and assured me they would look into this issue. I started reaching out to them in early January and have communicated several times via email, voice mail and direct phone calls, yet no check has arrived. I last spoke with Mr. C*****
  on 2/5/2025 and he assured me the refund check would be issue on or about 2/11/2025. On 2/18/2025 (a week past the due date) I left a voice mail and email inquiring about the delay and have yet to receive a response. This should have been a simple matter to resolve, but they have now become non-responsive.

  Business Response

  Date: 02/20/2025

  Dear ****,
  Thank you for reaching out and sharing your concerns regarding your security deposit refund. We sincerely apologize for the delay in processing your refund and for any frustration this has caused.
  We have contacted the team at Rosalia Winter Park (formerly Calirosa of Winter Park) along with their leadership to investigate this matter further. A Greystar representative will be reaching out to you within the next 10 business days to address your concerns directly.
  Please let us know if you need any further assistance in the meantime.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/19/2025

  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 am filing a complaint against Sage at Green Valley apartments for uninhabitable living conditions. My apartment has flooded 6 times over the past 12 months. I have only lived here 15 months. They have an emergency maintenance hotline but they have never answered my calls. Management claims to fix the issue every time, but it quite literally rains inside of my apartment every few months. They made a hole in my patio ceiling and left it for a week when they said it was the washing machine. They said rats ate through the hoses but never sent anyone from pest control. Then my washing machine broke and flooded, which took them a week to fix and I was unable to do my laundry. Other times it came from the bathroom, spreading gallons of water across half of the apartment like a small pond. No exaggeration whatsoever. The repeated flooding has caused irreversible damage to my furniture, personal belongings, and even the walls and flooring. The office staff are rude, they interrupt me when I explain my concerns or ask for solutions. They give no assurance of any action being taken or explanation of next steps. This has been the worst living experience.

  Business Response

  Date: 02/20/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns about your living conditions at Sage at Green Valley. We sincerely apologize for the distress and repeated issues you’ve experienced.
  
  We have contacted the team at Sage at Green Valley and Greystar leadership to investigate your concerns regarding the flooding, maintenance response, and the impact on your apartment. A representative will follow up with you within 10 business days to discuss next steps and potential resolutions.
  
  We appreciate your patience while we look into this matter and ensure it receives the appropriate attention. Please let us know if you have any additional questions in the meantime.
  
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/19/2025

  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.

  we moved into this place back in Aug of 2024 when the office was switching management. the one thing we didn't check was the hot water during the inspection. I've never experienced an apartment so lazy that they didn't make sure the apartment was livable. the hot water tank was compromised and was spitting out brown water and rust. it took a week to get our hot water replaced and all they offered was an empty unit for us to shower in that we couldn't use because the vendor key didn't work. second month in, our apartment was flooded by the upstairs neighbor and ruined a lot of my things, my cheap ***** **** insurance didn't cover anything, so the hotel stay for us was not reimbursed. which put us into debt, and then made my kitchen unusable because their fix was to have a restoration co. come in and install five blower fans with heat to "dry out" our unit while we still occupied it. our ambient temp in the house was 95 degrees constantly ( have pictures ) we were confined to our rooms and take out for another month. which again put us into more debt. The first two months were unlivable and we asked for comp. but yet nothing. this place is full of unhappy tenants and you push policy on us and don't enforce others. such as parking permits, but you'll send a notice out about working on cars in the garage. parking is limited we asked about unpermitted cars not showing a parking pass even sent you a pic and still guests or others are parking without permits. You annually inspected my unit twice in six months. I feel my privacy was invaded and not respected. You are cheap, and you take the cheap way out to max your profits and it shows. Like nickel and diming everyone, in your fees. I.E. why do we need to pay a gas bill for bbqs that no one uses during the winter? or even during the summer. Why do we have to pay more in water because you have more empty units? Because we pay for water as a community and split a bill that you are losing tenants i need to pay more in water?

  Customer Answer

  Date: 02/20/2025

  Property is brookside apartments. Vancouver, wa.

  Business Response

  Date: 02/24/2025

  Dear *****,
  Thank you for sharing your concerns regarding your experience at Brookside Apartments. We understand how frustrating these issues must have been for you.
  We have contacted the property team and their leadership to review the concerns you've raised, including the hot water issues, flood damages, parking enforcement, and billing concerns. A Greystar representative will reach out to you within 10 business days to discuss this matter further.
  If you have any additional details or documentation you’d like to share, please feel free to provide them.
  The Greystar Team

• Initial Complaint

  Date:02/19/2025

  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 dispute the carpet replacement charge applied to my move-out statement for Apt ***. We vacated the unit on December 19, 2025, and were charged approximately $1,300 for carpet replacement. While we understand that standard cleaning fees are part of move-out charges, we do not believe carpet replacement falls under reasonable tenant responsibility.
  
  At the time of our move-out inspection, we were not properly informed of any carpet damage that would require replacement, nor were we asked to sign any related documents. Instead, the charge was imposed after the carpet had already been replaced, without our prior knowledge or consent. Additionally, the apartment management has not provided sufficient justification for the replacement, failing to specify the exact reasons or extent of the alleged damage.
  
  We believe this charge is unwarranted and should be classified as a routine maintenance expense covered by the apartment, rather than a tenant liability. Therefore, we formally reject this charge and request that it be removed from our final statement. Furthermore, we demand a refund of our remaining security deposit as per lease terms.
  
  Please provide a response at your earliest convenience. If this matter is not resolved, we may seek further action to dispute the charge through legal means.

  Customer Answer

  Date: 02/19/2025

  The Greystar property name:

  ONE HUNDRED GRAND
  100 Grand Lane
  Foster City CA 94404

  Thanks!

  Business Response

  Date: 02/20/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding the carpet replacement charge on your move-out statement from One Hundred Grand. We apologize for any confusion or frustration regarding the charge.
  We have contacted the team at One Hundred Grand and Greystar leadership to investigate the details of your account and the reasoning behind the carpet replacement charge. A representative will follow up with you within 10 business days to provide more information and work toward a resolution.
  We appreciate your patience while we look into this matter further. Please let us know if you have any additional questions in the meantime.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/19/2025

  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 had handed over a cashier check in the amount of $155.52 as what I was told for the move out on October 30th along with the keys. As of today 02/11/2025, my Greystar account showing I still owed $117.56 instead of getting a refund $37.96 . I had called the office at Reverb and they told me your account receivable was running late in posting but it has been about several weeks. I had also emailed both to Greystar Account Receivable and ********@greystar.com. The later keep telling me they will sending me a refund check but it seems like a stall tactic. It's either the Company is in financial trouble or the mismanagement at the company to appropriate enough staffing. If I was late in paying my rent, they would make me pay penalty but it seems there are no penalty for Greystar.

  Business Response

  Date: 02/20/2025

  Dear ****,
  Thank you for reaching out and sharing your concerns regarding your move-out refund from Reverb. We sincerely apologize for the delay and frustration this has caused.
  We have contacted the team at Reverb and Greystar leadership to investigate the status of your refund. A representative will be in touch with you within 10 business days to provide an update and work toward a resolution.
  We appreciate your patience and will ensure that your concerns are reviewed as quickly as possible.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/19/2025

  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.

  My lease was up 7/7/25 I was terminating my lease early to move out because I bought a house. I went in to sign paper work and pay my early lease buy out. They needed a 2 month notice. I signed 11/2/24. I asked what day to move if there would be more expenses beyond the early termination payment. they said it didn’t matter as long as it was before the 7the of the month because that’s when my lease went through. I would only have utilities to pay. End of December I called and asked if I gave them keys early if I’d get money back she told me no, I already paid the early lease termination fee and I was moving before the 7th so it didn’t matter nothing more beyond utilities would be due. They kept half of my deposit starting I owed them for January 1&2nd and charged a $50 “late fee” because I didn’t pay them by the 1st. Hard to pay something you were never told you owed!! I want the 2 days “rent” and late fee paid back to me which is 180.32

  Business Response

  Date: 02/19/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding your early lease termination charges at The Cooper 202. We understand how frustrating this situation must be.
  We have contacted the property team and their leadership to review the charges and clarify any discrepancies. A Greystar representative will follow up with you within 10 business days to discuss your concerns and provide further assistance.
  If you have any additional questions in the meantime, please don’t hesitate to let us know.
  Best,
  The Greystar Team