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

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  Greystar

  100 Heard St Chelsea, MA 02150-1954

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:01/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my formal complaint against Greystar & Mission at Johnson Creek in Arlington, TX for improper billing & lack of responses for my refund. I moved into the apartment complex 5/22/23 and stayed until 9/6/14. When i first moved in the complex was owned by a different company however Greystar took it over in December of 2023. That is when we noticed a discrepancy of charges for the apartment. Timeline of Events: 1. 12/28/23: we were charged for backdated water despite being told we didn't pay for water. The amount was for around $300. We tried to ask why we were being charged however the old company said it was Greystar who charged and to ask them. We never heard back and assumed it was a fluke. 2. In August 2024: we put in our notice to Vacate the unit due to my husbands miltary job. We were approved and given a number we would pay. 3. On 9/6/24 we vacated the unit and sent an email letting them know the unit was vacated and locked. Upon receiving our FAS we reached out due to the $175 we were due back out of our $1200 deposit and the move out date being 9/9/24 instead of 9/6/24 along with various charges. 4. Sent called and sent various email from 9/15/24 - 9/30/24: Sent multiple emails disputing our water and sewer charges from 12/28/24 - 5/21/24 & provided documentation. After I was told there is nothing they can do I was connected with Mr. Serna of Greystar who said he would issue us a credit of $293.55 and he would look into the water/sewer issue. However i have not received any money or any other follow up emails since 9/21/24 despite reaching out. I am scared to cash any check that i have received because i believe it would lead to Greystar washing their hands of my situation and not fixing anything.
  
  I am at my wits end with this situation and would like to see if this can be rectified ASAP. I also have any all al supporting documentation to my claim. Should you need to see receipts I can send them via email.

  Business Response

  Date: 01/22/2025

  Dear ******** ********,
  Thank you for sharing your concerns with us. We sincerely apologize for the difficulties you have encountered regarding billing and refund issues at Mission at Johnson Creek.
  We have contacted the property team and leadership at Mission at Johnson Creek to investigate this matter further. A Greystar representative will reach out to you within the next 10 business days to address your concerns.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:01/21/2025

  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 moved into this apartment on December 3rd 2023. After living here for over a year, these apartments are grossly overpriced, because of how they are managed.
  
  The management does not care about solving issues around the complex, and seems to procrastinate unless an issue is time sensitive.
  
  For example: when I moved in, I noticed a lot of my neighbors entering the gate by using a number code.
  I never received a gate code for my apartment, when I called and asked how to get my gate code, (so I can enter the apartment freely) they told me “you must use the screen, to call yourself, and then you can open the gate over the phone.”
  This was frustrating, because I was easily able to talk to one of my neighbors, and ask to borrow their gate code, which lets me enter my apartment quickly and freely.
  It’s frustrating that even though I’m paying the same as everyone else, I get worse treatment, and they’re too lazy to generate a gate code for me, it’s lazy.
  If I’m paying $1,700 a month, it’s not fair to treat some tenants better and offer them a gate code instead of other tenants.
  
  Currently, the screen on my gate has been out for a week+, which is frustrating because I don’t have a gate code. So I need to use the gate that is away from my apartment, wasting my time, all because my complex 1. Is too lazy to generate a gate code, and 2. Too lazy to fix the screen that allows tenants to enter.
  
  There is a second gate, next to my apartment, that was designed to be entered/exited through, it has a keypad, and a gate.
  Unfortunately for the year I’ve lived here, the complex has been too lazy to fix the opening function, the screen reads “no internet”
  
  Before moving in I was shown a furnished room, looked nice, the paint was perfect, but moving in the carpet is uneven, and the paint is sloppy, the drains barely work, and the list goes on. I feel scammed, and management is too lazy to care.

  Business Response

  Date: 01/22/2025

  Dear *****,
  Thank you for sharing your concerns about your experience at Westhouse Apartment Flats. We sincerely apologize for the frustrations you have encountered with the gate access system and the condition of your apartment.
  We have contacted the team at Westhouse Apartment Flats, along with their leadership, to investigate these matters further. A representative from the property will reach out to you within 10 business days to address your concerns directly.
  Thank you for bringing these matters to our attention. We appreciate your patience while we work to resolve this for you.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/20/2025

  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.

  I live with my grandma ***** ******** and my two children. We haven’t had heat or hot water ever since last week (11-22-2024) and this is going on 2 weeks starting today. They keep sending maintenance over to “fix the situation” and “they fix it” and then the next day we don’t have heat or hot water. The maintenance personnel just came over here about 10 to 15 minutes ago and “fixed it” and then once he left, it stopped working. We’ve asked them to supply us with heaters again until this issue gets resolved. I’ve called the office multiple times and no one will answer or return my call. I’ve left voicemails and everything. I have young children who are 4 years old and they have respiratory issues. It is getting very cold outside. I’ve explained the situation to one of the ladies at the front desk and she immediately caught an attitude with me. This is not fair and no resident should be treated this way.

  Business Response

  Date: 01/27/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the ongoing issues you and your family have experienced with heat and hot water at The Pinnacle At Town Center. We understand how important it is, especially with young children and colder weather, to have these matters addressed promptly.
  We’ve reached out to the property team and their leadership to ensure this situation is investigated thoroughly and addressed as quickly as possible. A Greystar representative will contact you within 10 business days to follow up directly.
  Thank you for your patience as we work to resolve this matter for you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/20/2025

  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.

  30six Noda has mold inside the walls of their apartment that is an ongoing issue that they fail to disclose before allowing residents to move in.
  
  We moved in June 2024 and black mold began growing in our apartment. They blamed it on the setting of our thermostat. We changed the thermostat and assumed accountability, unknowing that it is in almost every apartment and in the walls. The “remediation” on the first instance was wiping our ceiling with bleach.
  
  The mold came back in December of 2024. We have been in contact with the leasing office and the only time we were offered remediation for the mold was after requesting to move out and break our lease, free of charge. We lived in a mold infested apartment for 6 months. We gave them a chance to resolve the issue.
  
  If this was anyone working here, they wouldn’t subject themselves to living in mold, so why should residents have to? We’ve emailed back and forth with Brittany, the community manager, and let her know our plan of action. She couldn’t guarantee that if we tested the mold, and it was black mold, that we would be released.
  
  The maintenance came in time #2, in December, and said our moisture levels were low and our thermostat was on the correct setting. This is no fault of our own, and our health is at risk every single day. Letting us out of our lease is going to be much less expensive in the long run than paying hospital bills for the health implications of long term black mold exposure, especially to someone who makes their living doing physical activity and needs functioning lungs.

  Business Response

  Date: 01/21/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at 30Six NoDa. We deeply apologize for the issues you've encountered with mold in your apartment and the impact this situation has had on your health and living conditions.
  We have contacted the on-site team and leadership at 30Six NoDa to investigate your concerns further and ensure a thorough review of this matter. A Greystar representative will follow up with you directly within 10 business days to address your concerns and discuss potential resolutions.
  Thank you again for bringing this to our attention.
  Sincerely,

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ONLY building elevator has been out of service for over 4 weeks, which is TOTALLY unacceptable. I live on the 5th floor and I am pregnant. To say that having an inoperable elevator is inconvenient is more than an understatement. 
  
  It is extremely cumbersome and tiresome to walk up 5 flights of steps daily more than once a day. I can no longer have food and grocery deliveries to my door and cannot carry groceries up 5 steps of flights of steps in my current condition. 
  
  I drink large amounts of water and have had to resort to carrying small amounts of water to my 5th floor apartment which, of course, means I am having to make more frequent trips. The multiple trips up and down the steps is contributing to knee problems and making my pregnancy more difficult than it should be. Not to mention not being able to get packages delivered. 
  
  This has caused major inconveniences (too many to list here) which I strongly believe should result in a reduction in rent. I pay good money to live here and the current condition of my building is not indicative of such.
   
  In most jurisdictions, a broken elevator in an apartment complex is considered a breach of the "implied covenant of habitability," meaning landlords are legally obligated to maintain essential services like elevators and must repair them within a reasonable timeframe, especially if it impacts tenants with disabilities; failure to do so could allow tenants to withhold rent or potentially break their lease depending on the severity and duration of the issue. 
   
  I have reached out to the property team via email and have told me that these things happen sometimes and I will not be getting credits on my account for this.

  Business Response

  Date: 01/21/2025

  Dear *******,
  Thank you for sharing your concerns with us. We sincerely apologize for the inconvenience and frustration caused by the prolonged elevator outage at The Oliver. We understand the challenges this has created, especially given your current situation, and we regret the difficulties you have faced.
  We have contacted the team at The Oliver, along with their leadership, to address your concerns and investigate further. A Greystar representative will follow up with you directly within 10 business days to provide updates on the situation and discuss your concerns.
  Thank you for bringing this to our attention, and we appreciate your patience as we work toward a resolution.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/18/2025

  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.

  The Accolade on Chestnut has not refunded my deposit 6 months after I moved out.
  1. The Accolade on Chestnut is a property managed by Greystar. It is a student apartment of Upenn.
  2. I paid a deposit of approximately 1600 dollars in July 2023.
  3. According to the lease, they should refund my deposit within a month after I move out.
  4. I have been trying to call and email them, but they keep giving me vague excuses.

  Business Response

  Date: 01/21/2025

  Dear ****,
  Thank you for sharing your concerns with us. We apologize for the frustration caused by the delay in refunding your deposit. We understand this situation has been inconvenient and disappointing.
  We have contacted the team at The Accolade on Chestnut, along with their leadership, to investigate the issue further. A Greystar representative will follow up with you directly within 10 business days to address your concern and provide updates.
  Thank you for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Greystar Property management (The Calo) due to a towing incident caused by poor communication during a parking pass transition. This incident resulted in an unnecessary $303 expense and highlights broader issues with the complex’s management.
  The complex recently implemented new parking passes, requiring all residents to display them by January 31st, 2025. I picked up my new pass on January 16th at 5:00 PM and brought it to my apartment to cover identifying information for security reasons. Before I had the chance to hang the pass in my car, it was towed at 1:00 AM on January 17th.I planned to hang the pass on my way to work that morning.
  When I contacted the apartment management, they stated the issue could not be resolved due to the January 31st deadline. However, this is irrelevant as the towing occurred well before the deadline. Upon contacting the towing company, I learned that management had failed to notify them of the parking pass rollout. The company stated they could have suspended patrols during the transition had they been informed. Management only alerted the towing company after I escalated the issue.
  This incident reflects a pattern of poor communication and mismanagement at the complex, including: Frequent Amenity Failures: The pool, gym, and bike-share programs are often out of service without clear updates or timelines for repair.
  Last-Minute Notices: Routine inspections are labeled as “emergency” with minimal advance notice.
  Unavailable Contact Information: Emergency maintenance and security contact details are not provided to residents.
  This lack of communication caused unnecessary financial stress, as I was forced to pay $303 to retrieve my car. Prior to this, I had no history of parking issues or policy violations at the complex.
  I request reimbursement for the $303 towing fee and ask the BBB to hold the complex accountable for improving communication and operational practices to prevent similar incidents.

  Business Response

  Date: 01/21/2025

  Dear ******,
  Thank you for bringing your concerns to our attention regarding your experience at The Calo. We sincerely apologize for the inconvenience and financial stress caused by the towing incident and the communication challenges you have described.
  We have contacted the on-site team and leadership at The Calo to investigate this matter further and ensure your concerns are addressed. A Greystar representative will follow up with you directly within 10 business days to discuss the situation and explore potential resolutions.
  Thank you again for sharing your feedback.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/17/2025

  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.

  My partner and I have been severely inconvenienced and subjected to unsafe living conditions due to significant water damage and related health hazards in our apartment. After have been experiencing health issues related to the conditions inside the apartment, we contacted the property management office. Maintenance staff visited the unit and confirmed the presence of pre-existing water damage, including stains and water damage in multiple areas of the apartment. The maintenance inspected our apartment, they discovered severe water damage inside the walls of our unit, resulting in visible water stains, a strong mildew odor, and potential mold growth. Upon further discussion, Elizabeth, the property manager, deemed the apartment uninhabitable. She agreed that it would be best for us to move out of the unit, but instead of offering assistance, she stated that we should break our lease without penalty. The situation has caused us significant distress, both physically and financially.
  In addition to the health concerns, the management team has moved our personal belongings from the unit without our consent. This action is an invasion of our privacy and further exacerbates the problems we are facing.
  We are requesting that Cary Greens LP – Greystar Real Estate Partners, LLC reimburse us for the following costs incurred due to the uninhabitable living conditions:
  1. Moving costs
  2. Storage rental fees
  3. Hotel rental expenses
  4. Any other costs related to the inconvenience caused by their negligence
  Furthermore, we demand a full investigation into the unauthorized removal of our personal items from from one area to another, as this was done without our permission.
  We would appreciate prompt attention to this matter and expect a resolution to these issues. We are hopeful for a fair settlement of our claims and compensation for the disruption caused by the unsafe living conditions and mishandling of our personal property.

  Business Response

  Date: 01/17/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you and your partner have faced at Cary Greens, including the water damage, health hazards, and distress caused by the living conditions and handling of your personal belongings.
  We have contacted the Cary Greens property team and leadership to investigate these matters thoroughly. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns and work toward a resolution.
  We appreciate your patience as we review the situation further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/16/2025

  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.

  • December 20, 2024: Sublease process began.
  • January 1, 2025: I paid $3,300 for January 2025 rent.
  • January 2, 2025: Unauthorized subletter moved in.
  
  Greystar, the property management company for 1001 S State Street, committed to enforcing the lease agreement, including proper management of subleasing and guest policies.
  
  On December 20, 2024, I emailed Greystar staff, requesting that the sublease process for my roommate’s replacement be paused until I returned in January. I stated I wanted to meet the subletter before providing consent. Despite this, Greystar ignored my request, and an unauthorized subletter moved into my apartment on January 2, 2025, as a “guest.”
  
  The sublease application was incomplete as the subletter failed to meet financial qualifications. My roommate moved out on December 25, 2024, leaving the subletter to occupy her bedroom without my consent. Greystar misrepresented the subletter’s status, bypassing the required sublease process and ignoring my objections.
  
  Since the subletter moved in, shared spaces in the apartment have become dirty and disorganized. My personal belongings, including kitchenware and furniture, have been moved and used without my permission. This disruption has caused emotional distress and made me feel unsafe in my home.
  
  Greystar also forwarded my private emails to my former roommate without my consent, violating my privacy and trust. Despite multiple phone calls, emails, and an in-person visit, Greystar staff dismissed my concerns. Leasing Manager Kitrill, representing Greystar, confirmed the subletter’s stay was “legal,” despite clear evidence of lease violations.
  
  Greystar has not taken meaningful action to address my concerns. They allowed the subletter to remain indefinitely, ignored lease terms, and refused to enforce proper procedures. Their inaction has forced me to escalate this issue.

  Business Response

  Date: 01/16/2025

  Dear ****** *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you’ve experienced regarding the sublease situation at 1001 S. State Street and the impact it has had on your living conditions. We have contacted the property team and their leadership to investigate your concerns, including the sublease process, the actions taken, and the impacts you’ve outlined. A Greystar representative will reach out to you directly within 10 business days to address your concerns.
  If there’s anything further you’d like to add in the meantime, please don’t hesitate to let us know.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, December 9, 2024, I emailed the Property Manager at **************@greystar.com regarding an issue with my kitchen lights. Concerned by the lack of a prompt response, I called the office and spoke with Janeth S******, who was condescending and aggressive. She instructed me that maintenance requests must go through the online portal and informed me that Erin A***** no longer worked there. Despite her demeanor, I aimed to ensure maintenance would be sent to my unit.
  
  Janeth emphasized not emailing work orders and promised to call me with an update, which I never received by December 11. While she did send someone to my unit, she failed to check if the issue was resolved, which it wasn’t. I plan to upload a video showing how dark my unit is, highlighting the urgency of the situation.
  
  That night, I attempted to reach the after-hours maintenance emergency number six times, but each call went to voicemail. I will include my call log and the "Welcome Home!" sheet I received upon moving in, which lists the contact details but doesn’t specify that work orders must only be submitted via the portal.
  
  On December 10, 2024, I submitted a work order through the portal and emailed the office again, including a video. Janeth replied, stating she would discuss my issue with the maintenance supervisor. During the exchange, I discovered Janeth is now the Property Manager, which surprised me given her earlier disregard for my urgent request. Janeth instructed the Assistant Manager (in her email) to verify the accuracy of the maintenance emergency number, but as of December 11, there has been no confirmation from any of the three recipients. Fortunately, later that day, maintenance team member Ernesto G***** contacted me. He was professional and promptly informed me that the issue had been repaired. I would like for them to confirm the maintenance emergency phone number though. For potential emergencies.

  Business Response

  Date: 01/16/2025

  Dear ****** **********,
  Thank you for sharing your concerns with us regarding the maintenance issue and emergency contact details at Apex at Meadows Apartment Homes. We apologize for the delay in addressing your request and for the inconvenience you experienced during this process.
  We have contacted the property team and their leadership to ensure your concerns, including confirmation of the correct emergency maintenance contact number, are reviewed and addressed. A Greystar representative will reach out to you within 10 business days to follow up on your concerns.
  If there is anything further you’d like to share in the meantime, please don’t hesitate to let us know.
  Best regards,
  The Greystar Team