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

  100 Park Plz San Diego, CA 92101-6695

• 

  Serenity Apartments

  101 S Huntington Ave Jamaica Plain, MA 02130

• 

  The Marquee at Andover

  460 River Rd Andover, MA 01810-4313

• 

  Stone Gate Apartments

  65 Silver Leaf Way Marlborough, MA 01752

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:01/15/2025

  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

• Initial Complaint

  Date:01/15/2025

  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 haven’t received my holding fee that is supposed to be refundable and I have been going to the office and getting told different things and now I am being told I am not supposed to get my holding fee back. I am unsure why I am not and it is a holding fee, but I am in hard times and I really need my money back.

  Business Response

  Date: 01/15/2025

  Dear *****,
  Thank you for sharing your concerns with us. We apologize for the confusion and frustration you’ve experienced regarding the refund of your holding fee at Avant at Steele Creek. We have contacted the property team and their leadership to investigate this matter further. A Greystar representative will reach out to you within 10 business days to address your concerns directly.
  Thank you for your patience as we work to resolve this for you.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to follow up on the unresolved issue of my security deposit from Marchon. Despite multiple attempts to address this matter with both Marchon and Greystar Management, I have yet to receive the deposit or a clear response.
  
  In early summer, Marchon staff contacted me to confirm my new address for the deposit. Although I carefully provided this information multiple times, no payment has been received. I have since reached out to Abi F**, the regional manager and former manager of Marchon, but my emails have gone unanswered.
  
  When I contacted Greystar, I communicated with Isa S******, and I was directed back to Marchon staff. Greystar has stated that the deposit has already been issued, which is not accurate. A smart-disburse payment link was sent, and it expired before it could be accepted. After this I contacted and asked the payment link be re-sent. My calls and emails to both parties have continued to go unreturned since then.
  
  This lack of communication and accountability is highly concerning. Additionally, I have seen many individuals are being incentivized to leave false positive reviews for the property, which is troubling, as my experience living there was plagued with problem after problem to the point that it was hardly liveable.
  
  I kindly request your immediate attention to this matter and a clear resolution regarding my security deposit refund. I expect a prompt refund of the overdue $250 deposit. Please confirm receipt of this message and provide an update at your earliest convenience.

  Business Response

  Date: 01/15/2025

  Dear ******* ******,
  Thank you for sharing your concerns with us. We apologize for the frustration and inconvenience caused by the delay in receiving your security deposit from Marchon. We have contacted the property team and leadership to investigate your concerns and ensure this matter is addressed. A representative from our team will follow up with you directly within 10 business days.
  Thank you for bringing this matter to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/14/2025

  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.

  I am filing a complaint about management at Apex at Meadows Apartment Homes regarding a neighbor who smokes indoors, causing smoke to fill my unit. This has negatively impacted my health and comfort. I reported this issue to management on November 26, 2024, but it remains unresolved, and the tenant continues to smoke daily.
  Upon signing my lease, I agreed to the no-smoking policy at Apex at Meadows, ensuring a smoke-free community. However, ongoing smoking near my apartment is a nuisance, disrupting my right to quiet enjoyment, and poses health risks from secondhand smoke. This tenant has repeatedly violated the non-smoking policy..
  The air quality in my apartment has been drastically affected, making it uninhabitable due to the contamination from cigarette smoke in the ventilation and air conditioning systems.

  Business Response

  Date: 01/16/2025

  Dear ****** *****,
  Thank you for sharing your concerns with us regarding the ongoing smoking issue at Apex at Meadows Apartment Homes. We sincerely apologize for the impact this has had on your health and living conditions. We have contacted the property team and their leadership to investigate your concerns and ensure appropriate steps are taken to address the matter. A Greystar representative will reach out to you directly within 10 business days to follow up.
  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

• Initial Complaint

  Date:01/14/2025

  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 signed a 6 month lease with a buy out option. I received a rental lease concession of $1,000.00 that was applied to the 2nd month rent (Sept). On Sept 18, I submitted my written request to buy out my lease and provide 60 days notice to vacate my apartment and was provided a letter this was approved for 11/17 (60 days from my written notice). At the end of October, I paid $3798.00 as required to buy out my lease. When I left, I confirmed with the Community Manager, Lisa Gorman, that I had a $0 balance. Mid December, I received an outrageous move out statement for around $4500.00. I called Greystar Accounts receivable as well as the apartment manager. They confirmed that was incorrect and I later received a bill for $624.96 ($1124.96-my $500 security deposit). I called the apartment managers multiple times about this and was never told this was because of the rent concession and they purposely left this off multiple accounting ledgers they sent me. Once I figured out on my own why I had a balance, the office managers refused to talk to me any longer after I told them nowhere in my lease does it indicate that the $1,000 must be paid back when I buy out my lease. In fact, it specifically states $0 will be paid back. They tried to refer me to the section of the lease that deals with defaulting on the agreement, but that is not accurate as I bought out the lease. After the bills for Nov and my security deposit, they owe me money ($124.96)

  Customer Answer

  Date: 01/14/2025

  Please close this complaint.  The property contacted me right after I submitted this with resolution.  Thanks

• Initial Complaint

  Date:01/13/2025

  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 business has made up fraudulent charges about my move out. I have contacted them to explain the charges that are unreasonable and they have refused to answer to them and threatened to send me to collections. I contacted their phone number (Jeff Austell) to discuss the matter and he refused to discuss it via writing and hung up the phone on me rudely.

  Business Response

  Date: 01/14/2025

  Dear Ms. *********,

  Thank you for sharing your concerns with us. We sincerely apologize for the frustration caused by your experience with the move-out charges at Creole on Yorktown.

  We have escalated your concerns to our leadership team, including the appropriate contact at Greystar, to review the matter thoroughly. A representative will contact you within 10 business days to address your concerns directly.

  If there is additional information you'd like to provide, please feel free to share it with us.

  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/13/2025

  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 renting an apartment from this corporation at their 1177 market st building in San Francisco. The lease requires that we give 30 days notice if we intend to vacate at the end, but we would like to renew. We have made multiple attempts to contact the office and obtain the renewal offer yet they continue to claim the person who can do this is unavailable for a variety of reasons. We are now at the final day to renew or give notice and the office once again refuses to provide the renewal offer, but also will not say they are not renewing our lease. Multiple attempts have been made to escalate this to management but nobody from management will respond to us. We are simply asking for them to provide our rental renewal offer and give us adequate time to review it- the same thing offered to other tenants but not to us.

  Business Response

  Date: 01/14/2025

  Dear Mr. ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you’ve encountered in obtaining your lease renewal offer at 1177 Market St. We understand how important it is for you to review your renewal options in a timely manner.

  We have reached out to the property team and leadership at 1177 Market St to investigate the situation and ensure a team member contacts you within 10 business days to address your concerns.

  Best regards,

  The Greystar Team

• Initial Complaint

  Date:01/12/2025

  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.

  Send Referral in Sept.
  
  Lease signed and moved in sept 13th.
  
  Should have been paid nov 13th
  
  It is now January 12th, which shows they don’t care and just want to fill these doors.
  
  Should be paid $1000 ( photos attached )

  Business Response

  Date: 01/14/2025

  Dear Mr. ****,

  Thank you for bringing this to our attention. We sincerely apologize for the delay in processing your referral payment under the program at Elan Brookwood. We understand how frustrating this experience has been and appreciate your patience.

  We have escalated your concerns to the property team and leadership at Elan Brookwood to investigate the issue and ensure a resolution. A representative will contact you within 10 business days to provide an update and address your concern directly.

  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/10/2025

  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.

  Greystar Property Management through the leasing office at “The Derby” in Phoenix, AZ is refusing to return my security deposit. They say they cannot mail this check to a Canadian forwarding address despite telling me numerous times that they could do so (see photo). They also claim to have emailed me instructions to claim my security deposit via Transcard electronic deposit on December 18, 2024. I never received this email and they later admit to an error in their system. For context, I moved out, effectively ending my lease, on December 8, 2024. Under A.R.S. §33-1321, the landlord must return the security deposit within 14 business days. It is now well past this period and the security deposit has yet to even be mailed. They also made false statements to me by saying the check would’ve been automatically issued and mailed to the address on file (the Canadian address) within 5 days of December 18th. They continued engaging with the false claim that the check had been sent after I asked for a postal tracking link. Not only did they wait until well after the required 14 day return period to inform me they needed a U.S address, they are now not answering my emails. I am entitled to the $1.326.99 return of my security deposit through first class post regardless of a non-U.S forwarding address they assured me was okay.

  Business Response

  Date: 01/14/2025

  Dear Ms. ******,

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the delays and confusion regarding the return of your security deposit from The Derby in Phoenix, AZ.

  We have contacted the property team and leadership at The Derby to review your concerns and ensure they investigate the matter promptly. A representative will contact you within 10 business days to address your concerns directly.

  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/10/2025

  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 decided not to procced with the apartment application due to the delays on their process. I requested a refund of the $500 deposit on December 7th. However, the apartment complex is now stating they will keep most of it ($414.20) out of the $500, contrary to what was verbally communicated to me. This change was not disclosed upfront or agreed upon, and I believe it is unfair and deceptive.
  
  I have attempted to resolve this issue directly with the apartment complex on January 10th, 2025, but they refused to return the deposit or provide a satisfactory explanation for withholding the funds. They verbally confirmed the day i was showed the apartment that it was refundable and now they claim, they did not had to disclosed that it wasn’t because it was on their fine print.
  This company’s representatives omitted critical information or misrepresented the terms of the agreement, which demonstrates a clear intent to deceive customers for financial gain.
  
  
  I’m requesting Greenfield Village apartments to refund my $500 deposit in full.

  Business Response

  Date: 01/14/2025

  Dear Ms. ******,

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the frustration caused by the delay in processing your application deposit refund at Greenfield Village.

  We have escalated your concerns to the property team and leadership at Greenfield Village to review the matter thoroughly. A representative will contact you within 10 business days to address your concern and provide clarity on the terms of the deposit.

  Best regards,
  The Greystar Team