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

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

• 

  Greystar

  1818 S State College Blvd Anaheim, CA 92806

• 

  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:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Alta Purl, a Greystar property, regarding the mishandling of my security deposit refund. After moving out, I received an itemized receipt stating that I was owed $1,119.87; however, the refund I received was $250 short. It has now been well over the required 30-day period, and despite this, I have yet to receive the remaining balance.
  
  Throughout my time living at Alta Purl, my experience with the company has been extremely disappointing. Poor communication, lack of responsiveness, and unprofessional management have been ongoing issues. This situation with my security deposit is just the latest example of their failure to operate with integrity and follow legal obligations.
  
  As a Greystar-managed property, Alta Purl should be held to a higher standard of professionalism and accountability. I am requesting immediate resolution of this matter and expect the remaining $250 to be returned to me without further delay. If this is not addressed promptly, I will be forced to explore additional avenues to recover the funds owed to me.
  
  I hope this can be resolved as soon as possible.
  
  Sincerely,
  ****** ******
  
  **I've attached the move out statement I received from the office on 12/27/24 along with the full email communication I've had with the office regarding this refund and their lack of response.**

  Business Response

  Date: 02/07/2025

  Dear ******,
  Thank you for bringing this to our attention. We sincerely apologize for the frustration caused by the delay in receiving the full refund of your security deposit. We have contacted the Alta Purl property team and their leadership to investigate the issue, and a Greystar representative will be reaching out to you within 10 business days to follow up.
  We appreciate your patience and will ensure this matter is addressed as soon as possible.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/06/2025

  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.

  Subject: Request for Credit Report Correction
  
  Dear BBB,
  
  I am writing to formally request the removal of a negative item from my credit report regarding my lease at Autumn Springs.
  
  I initially signed the lease in April 2020 with ******* *****. In May 2020, I moved out and was informed by Assistant Property Manager Christopher C***** that I was in the process of being removed from the lease. In August 2020, I was told that Ms. ***** had to vacate the residence due to non-payment of rent and unauthorized tenants. Mr. C***** assured me that any outstanding balance would remain Ms. *****’s responsibility and that this matter would not affect my credit.
  
  However, a year later, I discovered that the debt had been reported on my credit, despite Mr. C*****’ assurances. By that time, he was no longer employed there, and I was unable to get assistance from anyone at the property. Ms. ***** has not taken responsibility for the balance, and I have been unable to contact her.
  
  This situation has negatively impacted my financial stability and my ability to provide for my child. Given the miscommunication and incorrect assurances made by Mr. C*****, I respectfully request that this debt be removed from my credit report as it was never supposed to be my responsibility.
  
  Please review this matter and provide a resolution at your earliest convenience. I appreciate your time and assistance.
  
  Sincerely,
  ***** ********

  Customer Answer

  Date: 02/04/2025

  The lease pdf won’t let me download or view it. I provided screenshots with emails along with the charge that was place on my credit, thanks. 

  Business Response

  Date: 02/07/2025

  Dear *****,
  Thank you for reaching out regarding your concern. We understand how important this issue is, and we sincerely apologize for the confusion and frustration it has caused. We have contacted the Autumn Springs property team and their leadership to investigate this matter further. A Greystar representative will be reaching out to you within 10 business days to follow up on your request regarding the reported debt.
  We appreciate your patience and will ensure this matter is reviewed as soon as possible.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/05/2025

  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.

  In late May of 2024, I noticed that Altair/DMS/Strategic fund had made inquiry(s) to ******** regarding consumer report and my nonpublic personal information without my knowledge, authorization, or written consent to do so. Altair/DMS/Strategic fund has repeatedly violated my privacy rights by selling, trading, sharing, reporting, and inquiring about my nonpublic personal information without my written consent or permissible purpose to do so. When a company sells, trades, shares, reports, or inquires about a consumer's report without the consumer's knowledge, authorization, or written consent, it is a violation of that consumer's privacy rights under the Privacy Act of 1974, and consumer rights under the FCRA. Altair/DMS/Strategic fund has ignored the FCRA and the Privacy Act of 1974, they've continued violating my privacy rights by selling, trading, sharing, and reporting my nonpublic personal information without having permissible purpose or my consent to do so. I have sent multiple opt out letters to Altair/DMS/Strategic fund (citing the opt out laws and my rights to opt out), but I never got a response back from them. Altair/DMS/Strategic fund must immediately stop inquiring about, selling, trading, sharing, or reporting my nonpublic personal information to credit agencies without my written consent. Altair/DMS/Strategic fund does not have my written consent to sell, trade, share, or report my non-public personal information. I did not give Altair/DMS/Strategic fund consent to sell, trade, share, or report my non-public personal information to third parties and non affiliates. I do not have a contract with Altair/DMS/Strategic fund, therefore they should not be selling, trading, sharing, or reporting non-public personal information with any other third parties, non affiliates or credit reporting agencies. Altair/DMS/Strategic fund must remove all negative items from their reporting system in regards to my nonpublic personal information.

  Business Response

  Date: 02/06/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We understand your frustration regarding the inquiries made to ******** and your concerns about privacy and credit reporting.
  We have contacted the appropriate team within Greystar and our leadership to investigate this matter. A Greystar representative will be in touch with you within 10 business days to follow up on your concerns.
  If you have any additional details you would like to provide, please feel free to share them.
  Best regards,
  The Greystar Team

   

• Initial Complaint

  Date:02/05/2025

  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.

  Greystar has been deceitful in my living experience at their property in Durham, NC “The Beckon”. They allowed my car to get broken into with no increase in security measures, allowed me to go without access to hot water for 5 days and were not remorseful, have my security deposit withheld for me for more than 30+ days, and charged me hidden fees that were mandatory and added to the rent. These fees included "valet trash" fees, package handling fees, and utility fees. The fees violated the Federal Trade Commission Act and the Gramm-Leach-Bliley Act. They are not being accountable in holding up their end of the contract for returning my security deposit and have caused me distress and delay.

  Business Response

  Date: 02/06/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns regarding your experience at The Beckon. We apologize for any frustration this situation has caused.
  We have contacted the property team and leadership for The Beckon in Durham so they can review the status of your security deposit and the additional fees charged. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience while the team looks into this matter. If you have any additional questions in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/05/2025

  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 recently moved out of the Greystar managed 777 Tenn property in San Francisco, CA. The required security deposit was $1,500. I have lived in many apartments, and have always gotten the overwhelming majority of the deposit back. In this case I’m being refunded only $129 of the $1,500 deposit. Of course I expected the last utility statement to be deducted, which was the case. But I was also charged $249 for cleaning, another $144 for carpet cleaning, $141 to “repair holes”, and $455 for painting. I rented a machine to clean the carpets, spent an entire day cleaning the unit, appliances included- to the point where it was most definitely in the same conduction of cleanliness as when I moved in. Some paint touch up was needed on 3 of the walls but they really went overboard claiming to need to paint the entire unit. I filled any holes I made, all they had to do was paint touch up. Aside from that, the cleaning charge is ridiculous because I left the place clean. Most of these charges don’t appear lawful- California law states that it can only be used for damages and to bring the unit back to its original condition aside from regular wear and tear. That’s great they want the place repainted, professional carpet cleaning, and professional cleaning/sanitization of the whole unit but that is NOT my responsibility to pay for as long as I left the unit clean and in good condition. I wouldn’t have complained about a small fee for spot painting or touching up walls but when you take hundreds and hundreds out of my deposit only leaving me with a $129 refund (while I question the actual legality of the charges), it doesn’t seem fair. I paid them almost $60,000 in rent over the 15 months yet they want to nickel and dime me for stuff like this at the end. Sadly I regret living there. The community manager is nice, but didn’t really seem willing to waive the charges. I’m just very disappointed in my experience with them.

  Business Response

  Date: 02/06/2025

  Dear ******,
  Thank you for taking the time to share your concerns regarding your move-out charges at 777 Tenn. We apologize for any frustration this situation has caused.
  We have contacted the property team and leadership for 777 Tenn so they can review the charges applied to your security deposit and investigate further. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience while the team looks into this matter. If you have any additional questions in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/03/2025

  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.

  I lived here when it was called The Mark at Denton before it became The Beverly at Denton. I broke my lease early as I was going through a divorce. I contacted the previous leasing agent, Christopher P*******, via email - which I have documented, and informed him that I would be leaving and the other renter would remaining. My name was not removed from the lease at that time. My ex ended up not honoring the remainder of the lease and Greystar (the management company) ended up sending me a bill for $18,000. Even thought I informed the leasing agent that I was no longer living there, if I am to be responsible for these fees, they shouldn’t have been more than $8,458.87. I have documentation of the “final balance” before Greystar added the $12,098.19 in remaining rent for my lease. I tried reaching out to Greystar and they advised me there was nothing that could be done as my debt was sold to collections. After my ex moved out, someone lived in that unit 2 months after. Yet I was charged for the remainder of my lease.
  
  Texas Property Code Section 91.005 states that it is the landlord’s duty to mitigate damages. But Greystar charged me for the remaining months of the lease while collecting rent from a new tenant in the same unit. I am more than happy to pay the debt that I owe, but it is unlawful/unethical for Greystar charge me $12,000 in future rent.

  Business Response

  Date: 02/04/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns regarding your lease break charges at The Mark at Denton (now The Beverly at Denton). We understand how frustrating this situation has been, especially given the circumstances surrounding your move-out.
  We have escalated your concerns to the property team and leadership so they can review your account and investigate the charges. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and provide further clarification regarding your balance and any possible resolution.
  We appreciate your patience while the team reviews this matter, and we will ensure that they follow up with you as soon as possible.
  — The Greystar Team

• Initial Complaint

  Date:02/03/2025

  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.

  Reported 1/15
  Detailed Description of Problem:
  
  Unresolved Cigarette and Marijuana Smoke Odors:
  Since moving in, my unit has had persistent odors of cigarette smoke and marijuana. This is in violation of the non-smoking policy for the residence. I have reported the issue multiple times to management. I was informed that the matter was being investigated and escalated to the higher management, but the issue continues without resolution, and I have received no further communication from the management team.
  
  Failure to Apply Concessions:
  As part of my lease agreement, I was issued $9,600 in concessions for my unit. However, these concessions have not been applied to my account to date. Despite my inquiries, this issue remains unresolved, and I have yet to receive any response or explanation from management.
  
  Unresolved Billing and Additional Charges:
  Along with the concession issues, I have also encountered additional charges on my billing statement that have yet to be resolved. Despite multiple attempts to reach out to management for clarification and resolution, my concerns continue to be ignored, and the billing issues remain outstanding.
  
  Actions Taken:
  I have made several attempts to address these issues directly with the management team through reports and meetings. I met with the community manager who assured me that the matters were being escalated for further investigation, but no follow-up has occurred. The lack of response and failure to resolve these issues has left me frustrated and dissatisfied with the management at Ventana Residences.
  
  Expected Resolution:
  
  I expect the odors of cigarette smoke and marijuana to be properly addressed, with a clear action plan from management.
  I request that the $9,600 in concessions be applied to my account as per my lease agreement.
  I expect the additional charges on my billing statement to be resolved and corrected promptly.
  I request clear communication and timely responses from the management team moving forward.

  Business Response

  Date: 02/04/2025

  Dear ********,
  Thank you for reaching out and bringing these concerns to our attention. We sincerely apologize for the frustration you have experienced regarding the smoke odors in your unit, unresolved concessions, and billing discrepancies at Ventana Residences. We understand how important it is to have clear communication and timely resolutions for these issues.
  We have contacted the Ventana Residences property team and their leadership to review your concerns and investigate your account. A Greystar representative will be reaching out to you within 10 business days to discuss these matters further and provide clarity on next steps regarding your lease concessions, billing charges, and the ongoing odor issue.
  We appreciate your patience while we work on resolving this, and we will ensure that the team follows up with you as soon as possible.
  — The Greystar Team

• Initial Complaint

  Date:02/03/2025

  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 moved into Lowry Park Apartments on 12/20/2024 and was not told the apartment had a major water line break which caused major damage to the apartment. I was told this by another tenant and confirmed by Sr. Property Manager Massy and Asst. Property Manager Lillie. My apartment nor the apartment under me had not been rented for over 1 year due to the damage my. I completed work order after work order to have items fixed in my apartment and Massy and Lillie have retaliated against me for requesting service and will not fix items in my unit. and Massy has advised her leasing staff to not speak with me via phone when I call the leasing office. I am requesting this behavior cease and desist immediately and that my apartment is fixed immediately. It is my intent to seek legal action if this issue is not resolved immediately. I currently have submitted over 20 workorder that are not being addressed.

  Business Response

  Date: 02/03/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced regarding maintenance issues in your apartment at Lowry Park Apartments. We understand how important it is for your home to be in proper condition, and we take these concerns seriously.
  We have reached out to the property team and leadership to review your concerns, including your maintenance requests and any communication issues you've encountered. A Greystar representative will be in touch with you within 10 business days to follow up.
  If you have any additional details you’d like to share in the meantime, please feel free to respond to this email.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:02/03/2025

  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 leased an apartment at Vox Apartments, managed by Greystar, from December 2022 to August 2024. Upon move-in, I paid a $1,000 security deposit. After moving out at the end of August 2024, I received my final bill, and Vox Apartments confirmed that I was owed a refund of $243.05 after deductions.
  
  However, despite multiple follow-ups, I have not received my refund in the five months since moving out. The management team claims they issued a check, supposedly for $480.44, but I was only sent a link to redeem it, which had a very short expiration window. B. By the time I accessed the link, it had already expired, so I was never able to claim the funds. I have no way to verify the amount or whether the check was ever valid. Instead of reissuing my rightful refund, they are now refusing to process it and are even claiming I owe them the difference.
  
  I have made several attempts to resolve this directly, but management has been unresponsive. I am seeking the immediate reissuance of my $243.05 refund.

  Business Response

  Date: 02/03/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns. We apologize for the delay in processing your refund and any frustration this has caused.
  We have contacted the property team at Vox Apartments and their leadership team to investigate this matter further. A Greystar representative will reach out to you within 10 business days to review your refund status and provide an update.
  We appreciate your patience as we work to resolve this matter.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/02/2025

  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.

  On April 27, 2024, I moved into Novel at Val Vista after being promised by the office staff that I would receive two gift cards, each worth $250, as part of a move-in promotion. This was a key factor in my decision to sign the lease. However, despite multiple inquiries and follow-ups with the office staff, I have yet to receive these gift cards.
  
  Each time I have brought up the issue, the staff has assured me that they will deliver the gift cards, but they never follow through. I have now been living at the complex for nearly my entire lease term, which is set to end in May 2025, and the promised incentive has still not been honored.
  
  This is a clear case of misleading advertising and failure to uphold a contractual promise. I am filing this complaint with the Better Business Bureau to formally document this issue and seek resolution. I expect Novel at Val Vista to fulfill their original promise and provide the gift cards as agreed.

  Business Response

  Date: 02/03/2025

  Dear ******,
  Thank you for bringing your concerns to our attention. We’re sorry to hear about the frustration regarding the move-in promotion at Novel at Val Vista. We understand how important it is to receive what was promised at the time of lease signing.
  We have contacted the property team and their leadership so they can investigate this matter further. A Greystar representative from Novel at Val Vista will follow up with you directly within 10 business days to address your concerns.
  Please let us know if you have any further questions in the meantime.
  Best,
  The Greystar Team