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:02/01/2025

  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.

  Discrimination against elderly tenant with disability.
  
  Neighbors Smoking on balcony and inside apartments after ongoing complaints without resolution by management. Against lease and causing escalated health issues.
  
  Ice maker not working for over six months. Written notices, emails, phone calls to management have resulted in no resolution. Surgery scheduled and this will further escalate my disabilities.
  
  Noise complaints and threats from neighbors unresolved by management.
  
  I’m submitting Bbb complaints, and a hud complaint and will be reaching out for legal advice next after greystar and agora stone oak, local management and regional management have not resolved issues for over six months. The retaliation from management and neighbors is escalating my disability and health.

  Business Response

  Date: 02/03/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns. We apologize for the frustration and difficulties you’ve experienced regarding these ongoing issues.
  We have contacted the property team at Agora Stone Oak and their leadership team to investigate and address your concerns. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  We appreciate your patience while we work toward a resolution.
  Best,
  The Greystar Team

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been struggling for 6 months now with an ongoing issue my apartment complex refuses to address and find a solution to. August 2024 was the first incident, where my vehicle was deemed a total loss by my insurance, due to rodent damage. I am currently pregnant and since this was deemed a biohazard to not only my health, but to my baby, I was forced to go through the process of getting a new vehicle. I had addressed my apartments of this event, explaining I was fearful this occurred because my assigned parking spot is directly next to the communal dumpster. I had asked for an alternative parking spot, out of fear the same would happen to my new car, but they refused. Since I was not issued a new spot, and had been parking in my assigned spot, I have had rodent damage yet again to my new car. This damage has also been confirmed by my insurance due to rodents chewing through the insulation and wiring. I have spent $1,500 on insurance deductibles for both cars. When I tried to address this again to management, they agreed to give me a new spot, however this still has not happened. I have called multiple times and I almost never have an answer. When I try to go in person, the office staff never seems to be there. I have sent multiple emails that almost always go unanswered. This has caused so much stress to me and my family, that we are forced to have to find somewhere else to live. The last email I have sent was 1/26/25 regarding to have a conversation with management about negotiating an early lease termination, as is my right as a tenant per my lease contract. I have written a detailed email explaining the situation in whole and asking we resolve this ASAP. They have ignored my email, and have yet to reach out or respond. Rent is due tomorrow 1/31/25, and I have been calling and emailing requesting their assistance. I would greatly appreciate any assistance you can provide, I feel so helpless and unheard in this situation and don't know what else to do.Thank you.

  Business Response

  Date: 02/04/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the difficulties you’ve experienced regarding your assigned parking space and the challenges in communicating with the property team at Civic Square Apartments.
  We have contacted the property management team and their leadership so they can investigate your concerns and follow up with you directly. A Greystar representative will reach out within 10 business days to discuss your situation.
  We appreciate your patience as we work to address this matter. Please let us know if you have any further questions.
  The Greystar Team

• Initial Complaint

  Date:01/31/2025

  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.

  ****** packages removed from HUB from office staff. Possibly stolen. Office says packages were returned. But ****** states items were never returned. Also trash not picked up and dumpsters overflowing resulting in health and safety hazards. All at at a cost of $5 a month. Requesting refund for the year.

  Business Response

  Date: 02/04/2025

  No property listed and the address of the customer is for a single family home. 

  Business Response

  Date: 02/04/2025

  Hello,
  Can you please provide me with the name and
  address of the property that this is concerning?
  Thank you,
  

• Initial Complaint

  Date:01/31/2025

  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 moved out of the Cadence at Frisco station apartment complex (managed by Greystar Property Management) in October 2024 and paid my last months rent with with a money order in the amount of $695.00.
  
  Upon receiving my move out bill it appears that my last months rent payment was never applied to my account.
  
  I confirmed with ******* ***** that the check was indeed cashed on October 18,2024.
  
  I have been by the apartment complex numerous times to discuss the matter with management , who acknowledges receiving the check but says there is nothing they can do about the issue at hand as they are not in the accounting department.
  
  I have spoken with the accounting department as well over 5 times to discuss the matter but they keep saying there is nothing they can do and that I should go back and speak with the apartment manager to help correct the situation.
  
  The matter has still not been resolved and the accounting department is now threatening to send me to collections if I do not pay them.
  
  At this point i feel I am being extorted because I do not have the means to take legal action.
  
  This whole situation is a result of their error yet they are going to ruin my credit and send me to collections.
  
  There's roughly $300 of moveout expenses that I owe them that I am more than happy to pay but they wont update the bill and I am unable to pay just the amount I owe.

  Business Response

  Date: 02/03/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns. We understand how frustrating this situation has been, and we apologize for the challenges you’ve encountered regarding the application of your final rent payment.
  We have contacted the property team at Cadence at Frisco Station and their leadership team to investigate this matter further. A Greystar representative will reach out to you within 10 business days to review your account and provide a resolution.
  If you have any additional documentation regarding your payment, please have it available for when the property team follows up.
  Best,
  The Greystar Team

• Initial Complaint

  Date:01/30/2025

  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 withholding our remaining security deposit after moving out of our unit at Westgate Apartments in Pasadena, CA on September 30th. After receiving our move out statement, I contacted the leasing office and they told us to contact Greystar's Accounts Receivable Department to dispute the charges. My first contact with the Accounts Receivable Department was via email on October 30th, I had to follow up on November 5th to get a response from Martha P. She informed me our case was being handled by Storm F******, who did not respond to me until November 19th after I followed up again on November 13th. He had no update on our case. Since November 19th, I have emailed Storm F. twice on December 10th and January 7th and received no responses. I know these emails were opened because of read receipts on the emails. I'm now filing a complain as the company has stopped responding to me and resolve our issue.
  
  In regards to the disputed security deposit, our two issues are as followed:
  
  1) They have charged us excessively for repainting the entire apartment when it was not necessary. It was not beyond normal wear and tear that cannot be reasonably cleaned as stated in California Civil Code Section 1950.5. We have 60+ photos of the unit showing the there was no damage or markings on the walls to back up our claim. Additionally, there was no mention of paint during our final move-out walk through.
  
  2) We also believe we are being double charged on our final Conservice utility bill statement. It seems our utility bills are billed 2 months late, and we are being charged for 3.
  
  Ultimately, according to Greystar, we owe money to the company. While we dispute that and believe we should in fact be refunded part of our security deposit. At this moment, I can no longer log-in to my Accounts Receivable account to provide documents as it has been frozen to inactivity.

  Business Response

  Date: 01/31/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns regarding your security deposit at Westgate Apartments in Pasadena, CA. We sincerely apologize for any frustration this situation has caused.
  We have contacted the property team and regional leadership to review your concerns, including the repainting charges and final utility billing. A Greystar representative will be reaching out to you within the next 10 business days to discuss your dispute and provide further clarification.
  If there is anything else you would like to share in the meantime, please feel free to respond to this message.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/30/2025

  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.

  Hello my name is ********* ******* and i live with my wife ****** ********. this letter is a formal complaint regarding violations of tenant rights and unprofessional conduct at Sage at Green Valley, located at 3001 W. Warm Springs Rd. We reside in Unit 1725 with a lease ending on January 12, 2025, and a monthly rent of $1,568.
  
  We assert that Sage at Green Valley:
  
  1. Failed to properly notify us of rent renewal procedures.
  
  
  2. Is unlawfully attempting to increase our rent to $2,979.
  
  
  
  On January 2, 2025, we submitted a physical non-renewal notice, but staff deemed it invalid, claiming our lease must extend until March due to “late notice.” This was unexpected, as earlier email exchanges show staff requested our renewal decision, to which we promptly responded, stating we would not renew.
  
  The lack of clarity in the non-renewal process delayed our submission.
  Additionally, we were informed that same day of a rent increase for February and March 2025, which we never received formal notice for. Per Nevada Revised Statutes (NRS) 118A.300 and Clark County regulations, landlords must provide written notice of rent increases at least 45 days in advance, delivered in person or via certified mail. This was not done.
  
  Our decision not to renew is also influenced by the following:
  
  Vehicle theft on the property.
  
  Delays in maintenance for essential repairs.
  
  Poor upkeep of amenities.
  
  Disorganization and hostility from staff.
  
  
  On January 6, 2025, we filed a formal complaint with management. While they claim notice was provided, they admitted they cannot prove it, they can't because we never receive such notice. Nonetheless, we are willing to stay an additional two months if the original rent of $1,568 is honored.
  
  We request a peaceful resolution to avoid escalation to eviction court. Please contact us promptly.
  
  Thank you for your time.
  
  ********* ******* ###-###-####
  ****** ******** ###-###-####
  shared email: ************@*****.com

  Business Response

  Date: 01/31/2025

  Dear ********* and ******,
  Thank you for reaching out and sharing your concerns regarding your lease renewal and rent increase at Sage at Green Valley. We understand that this has been a frustrating experience, and we apologize for any miscommunication regarding your non-renewal process.
  We have contacted the property team and regional leadership to review your concerns, including the notice requirements and the rent increase timeline. A Greystar representative will be reaching out to you within the next 10 business days to discuss your situation and provide further clarification.
  If there is anything else you would like to share in the meantime, please feel free to respond to this message.
  Best regards,

• Initial Complaint

  Date:01/29/2025

  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.

  Had I known that I was going to be scammed moving into this community I would have never came. Being able to have a conversation with the property manager is like trying to catch up with ******* herself. Certain representatives refuse to give me any contact information directly to her except a business card with an email. I was told I would get wifi services, complimentary trash pickup, exterminator services and I literally have yet to get them. What makes it so bad is that they falsely advertised online that I would get an actual one bedroom apartment, I turned the key and opened the door to a studio unit that was not even ready for me to move in.
  
  It was literally a mess from the last tenant being evicted. The bathroom was filthy to the kitchen with rotten food in the fridge. After paying a $400 nonrefundable bond. They charged me for the repairs they had to use electricity to complete when I didn’t even live there. I had to get all the utilities in my name before I even got the key. When I say I regret this entire experience it is an understatement. I cannot believe what I got myself into because the only person I can speak to for clarity or clarification is never there and the representatives in there basically have an oh well attitude about everything.
  
  At this point I have to vacate the property because they expect me to continue ignoring these ongoing issues. I have tried over and over to rectify these problems. I did not agree to a studio apartment. I was told by the assistant manager that the manager is the only one with the last say so. She is never in the office. I have been scammed by the series of unfortunate events I have experienced. I have proof from the online advertisement and my documents. I will be vacating the unit February 1st, 2025. They refuse to rectify the issue I have witnesses to prove my claims as well.

  Business Response

  Date: 01/29/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We apologize for the experience you’ve had at Coventry Park Apartments and understand your frustration.
  We have contacted the property team and their leadership so they can review your concerns, including the unit type, move-in conditions, and any charges you’ve incurred. A Greystar representative will reach out to you within the next 10 business days to discuss this matter further.
  If there is anything else you’d like to add in the meantime, please feel free to reply to this message.
  Best,
  The Greystar Team

• Initial Complaint

  Date:01/28/2025

  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’ve been dealing with a roach issue for months. Pest control has came out 2x and still the issue is not resolved. Getting in contact with the leasing office is so difficult. I’m wanting to break my lease due to the living conditions. I keep asking to speak to a director to someone in charge of the leasing office but they keep ignoring my emails.

  Business Response

  Date: 01/29/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns. We’re sorry to hear about the pest issue you’ve been experiencing and the difficulty you’ve had in reaching the leasing office. We understand how frustrating this situation must be, especially given your repeated attempts to escalate the matter.
  We have contacted the SoHay team and their leadership so they can review your concerns. A Greystar representative will reach out to you within 10 business days to discuss your situation and next steps.
  Please feel free to reach out if you have any additional questions in the meantime.
  Best,
  The Greystar Team

• Initial Complaint

  Date:01/28/2025

  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 was not invoiced for any charges within the required 30-day period following my move-out from Patriots Pointe. According to the terms outlined in our lease agreement, any charges or final invoices should have been provided within 30 days of my move-out date. I was actually told that I would receive a refund of $104.62 on July 3, 2024. After days of no follow up , I reached back out , I was told that they would have to follow up with me once they have an update. I did not hear anything back until August 22nd , now , me owing $313.27. I went from receiving a refund to now I owe 3 times the amount that was supposed to be given back to me . I explained that this was unfair since Greystar failed to inform me of this balance within 30 days and also the communication was dropped several times regarding my account. When I inquired about the breakdown of charges I was told this was for command strips that ripped off drywall and a sticky substance on the vinyl flooring that wouldn’t come clean. I asked about pictures and heard nothing . I refuse to believe that substance that was on the floor wouldn’t come up . I asked for pictures and received no response . They were vague about the details regarding the mysterious sticky substance that caused them to replace 6 planks .I was a resident for 3 years and stayed after not having A/C for 3 months in the summer heat and inheriting roaches for the unit underneath me after they moved out . It took months to get rid of the critters. I inquired if breaking my lease was an option. I was assured me that they would take care of it . I wasn’t able to cook in the kitchen . I explained that this was making the apartment unlivable at that point , but yet I was expected to continue paying rent without interruption.
  On August 22, 2024 , Danielle L**** reached out to me via email and I think she knew that this matter was handled incorrectly and offered to “work with me “ on pricing . I never received an updated invoice of decreased pricing.

  Business Response

  Date: 01/29/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We apologize for the confusion and frustration regarding your move-out charges at Patriots Pointe. We understand that you were initially informed of a refund, and later received an unexpected invoice, and that you experienced difficulties obtaining a breakdown of charges and supporting documentation. Additionally, we acknowledge your concerns regarding past habitability issues during your residency.
  We have contacted the Patriots Pointe team and their leadership so they can investigate your concerns. A Greystar representative will reach out to you within 10 business days to discuss your account and address your concerns directly.
  If you have any further questions in the meantime, please feel free to reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:01/28/2025

  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.

  We were told by management in order to terminate our contract early we would need to pay two months rent ($2,637 x 2 = $5,274 ) and provide two months notice which we did. After paying the early termination fee and providing the requested notice we terminated our lease on November 17, 2024. After receiving numerous excuses why our deposit of approximately $2500.00 has not been returned we revisited the original contract which does not stipulate the requirement to pay the termination fee but would only require loss of the deposit. As of January 27, 2025 we have yet to receive a refund of any value. We would like a refund of the of the full amount of $7,774.00 ($5274.00+$2500.00) given the delay in returning the deposit, falsely requiring us to pay the termination penalty and given Greystar has broken the law by not refunding the deposit within the time limit set by law.

  Customer Answer

  Date: 01/28/2025

  The location is The Pointe at Lakewood Ranch, Lakewood Ranch, FL 34202 which is managed by Greystar Property Management. 

  Business Response

  Date: 01/28/2025

  Dear *******,
  Thank you for sharing your concerns with us regarding your experience at The Pointe at Lakewood Ranch. We sincerely apologize for the frustration this matter has caused.
  We have contacted the property team and leadership to investigate your concerns about the termination fees and deposit refund. A Greystar representative will reach out to you within 10 business days to provide assistance and further clarify this matter.
  We appreciate your patience and understanding as we work to address this for you.
  Sincerely,
  The Greystar Team