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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  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:01/10/2025

  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 applied for housing at Equinox in January 2023 and paid a $450 application deposit. My application was denied, and a check refunding the deposit was sent to my previous address after I had moved out. By the time I received the check it had already expired. I have made several attempts in 2023 and 2024 to be refunded. I was told to reach out to the property management company Greystar, who directed me to resolve the issue with the Equinox leasing department, but I haven’t made any progress.

  Business Response

  Date: 01/14/2025

  Dear Ms. *****,

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the frustration and inconvenience caused by the delays in resolving your application deposit refund for Equinox.

  We have contacted the property team and leadership at Equinox to review the matter and work toward a resolution. A representative will be in touch with you within 10 business days to address your concern.

  If there is additional information or documentation you believe would help, please feel free to share it with the property team directly.Best regards,

  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  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: Complaint Regarding Holding Deposit Refund for Rental Property
  I am filing this complaint against Greystar Management Company regarding the handling of my $500 holding deposit paid on December 28, 2024, for a rental property located at the Milano Anza apartments in Torrance, CA. The deposit was paid based on terms disclosed to me at the time, including a monthly rent of $2,985 and $50 parking fees.
  However, there were significant issues:
      1    Delayed Lease Delivery: The lease, which was promised by January 3, 2025, was not delivered until January 4, 2025, just before your office closed for the weekend. This delay left me with limited time to review the terms before the office was closed for two days.
      2    Change in Rental Terms: Upon reviewing the lease, I found that the rent increased to $3,108 and parking fees raised to $200—terms that were never disclosed before the deposit was paid.
      3    Refund Request: I notified your office within 24 hours that I intended to withdraw from the rental process due to these material changes and requested a refund of my holding deposit.
      4    Refusal to Refund: Your office denied my refund request, citing a 72-hour refund policy that was never disclosed to me at the time of payment. This omission constitutes deceptive business practices.
  Violations of Law: Your actions violate California Civil Code §1950.5, California Business and Professions Code §17200, and the California Consumer Legal Remedies Act (CLRA), which protect tenants from unfair and deceptive practices.
  I am requesting the immediate refund of my $500 deposit. I trust this matter can be resolved promptly and amicably.

  Business Response

  Date: 01/10/2025

  Dear Mr. *****,

  Thank you for bringing your concerns to our attention. We apologize for the challenges you experienced regarding the handling of your holding deposit and the subsequent changes to the lease terms at Milano Anza apartments. We understand the importance of transparency and timely communication in these matters.

  We have contacted the management team and leadership at Milano Anza to investigate this matter further. A representative from Greystar will reach out to you directly within 10 business days to address your concerns and work toward a resolution.

  Thank you for your patience, and we appreciate the opportunity to assist you.

  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  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 live at Visconti apartments in Scottsdale. I paid my January rent on time. The apartment complex system had some kind of glitch and attached an old closed bank account to my payment. One I have zero access to and was not even a saved payment in my apartment app. I attempted to resolve this with management. I shared my mobile app and showed the issue. I obtained a cashiers check as to ensure there’s no question on funds. The apartment in turn charged me an nsf fee and late charge. I have attempted to dispute however the management lies and accuses vs hold an adult conversation. The apartment went as far as calling the police on me after attempting to resolve in office. This is aggressive and unacceptable. I have attempted to reach out to the property management company, Greystar, with no success on a return call.

  Business Response

  Date: 01/10/2025

  Dear Ms. ******,

  Thank you for bringing your concerns to our attention. We apologize for the issues you’ve experienced regarding the billing system error and the subsequent challenges in resolving this matter at Visconti apartments. We understand the frustration and stress this situation has caused.

  We have contacted the management team and leadership at Visconti apartments to investigate this matter further. A representative from Greystar will reach out to you directly within 10 business days to address your concerns and work toward a resolution.

  Thank you for your patience, and we appreciate the opportunity to assist you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  Type:Billing 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.

  This organization AND it's CEO and staff have violated
  1. Can spam act
  2. Harassed me by refusing to unsubscribe me from marketing emails.
  3. Charged me 3x for my application so instead of $200 I've been charged nearly $600 and they are refusing to refund me
  4. They advertised first four months as 1/2 price yet the lease agreement is for full price and several attempts to get it corrected was ignored so I wanted to withdraw, yet that was not honorrd.
  5. My requests to Bob F**** and his team are considered feedback...they tell me they are thankful for my feedback yet do not take action to
  A)refund me
  B) stop harassing me
  C)demonstrate respect for my choice not to live in an org that lies
  D)correct their website falsely advertising 4 months at 1/2 off.

  Customer Answer

  Date: 01/09/2025

  Forgive me for not including that info.

  Bennet at BullStreet in Columbia.

  Screenshot is attached also showing the offer.

  I believe I sent through the lease showing full rent amount but if I'm made errors in attaching, please let me know.

  Your attention to this is appreciated. Thank you.

  Of note, I had the same issue with their West Jordan property in Utah however I did not file because I was able to work thru the issue that week,with the property manager so this is a thing with Greystar.

  Business Response

  Date: 01/09/2025

  Dear Ms. *******,

  Thank you for bringing these concerns to our attention.

  We have escalated your concerns to our corporate team, including leadership, for further review and resolution. A representative from Greystar will be in touch with you within 10 business days to address these matters.

  Thank you for your patience as we work to assist you.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 01/16/2025

  I didn't sign a lease with you because I don't want to live in your community because you all deceive and lie. So I don't owe you anything and if anything you owe me an apology for harassing me.
  
  Fyi, I had my bank refund me. When it became clear you were a fraudulent company I pulled my funds because I don't do business with liars and deceivers.
  
  I want nothing more to do with you or your community.

  Customer Answer

  Date: 02/10/2025

  Of note this is the latest request for funds

  You said they were ok so they continue to send notices to my creditors.

  Business Response

  Date: 02/10/2025

  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the continued notices being sent to your creditors.
  We have contacted the property in question and escalated this matter to the appropriate Greystar leadership team for review. A representative will be reaching out to you within 5 business days to discuss your concerns and provide further clarification.

  Business Response

  Date: 02/10/2025

  This applicant NSF'ed their payments to the community. The
  collection notice is for the NSF fees that were charged.  She was notified
  but doesn't think she should have to pay.

• Initial Complaint

  Date:01/09/2025

  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.

  This property is infringing on my legal right to quiet enjoyment. I am a tenant here who is dealing with unbearable noise caused by the apartment itself. There is a metal security gate outside of my unit with a broken spring, causing the gate to slam so loudly that it wakes the tenants in my unit up every night and morning. I have contacted the apartment to resolve the situation and they refuse to respond or help.

  Business Response

  Date: 01/09/2025

  Dear Ms. ******,

  Thank you for bringing your concerns to our attention. We are very sorry to hear about the noise issue caused by the metal security gate near your unit at District at Memorial.

  We have contacted the management team and property leadership at District at Memorial to investigate the issue further. A Greystar representative will be in touch with you within 10 business days to follow up.

  Thank you for your patience as we work to address this matter.

  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  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 here June 21, 2021 and my rent was 1,070 and they have been going up at will at least 100 every year I renew my lease, is this legal? I cannot afford this and about to renew another year, they were on the news last night, Greystar for doing this to residents, this is not right, can you do anything? We have had 4 managers since 2021 and each go up, plus 150 late fee every month. Just need rent to stay one price, my original price.

  Business Response

  Date: 01/09/2025

  Dear *****,
  Thank you for sharing your concerns regarding your rent and lease renewal terms at Regard at Med Center. We understand your frustration and appreciate you bringing this matter to our attention.
  We have contacted the management team at Regard at Med Center and their leadership to review your concerns about rent increases, late fees, and potential overpayment. A Greystar representative will reach out to you within the next 10 business days to provide further information and address your concerns.
  If you have any additional details or questions in the meantime, please feel free to reach out to us.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  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.

  Since early September 2024, I have been experiencing ongoing HVAC issues in my unit at Porter St. Apartments, managed by Greystar. The thermostat frequently errors out, causing the HVAC system to shut off unpredictably. These outages often occur at night or while my family is away, leading to significant anxiety and discomfort, especially concerning the safety of our dog when left alone.
  
  Despite multiple attempts to resolve the issue:
  - The in-house maintenance team has made several visits but has been unable to identify or fix the root cause.
  - External contractors have been brought in twice, but their efforts also failed to resolve the problem.
  - Both the thermostat and the HVAC unit itself have been replaced, yet the issue persists.
  
  This ongoing problem has made it impossible to rely on the HVAC system, which is a basic and essential service covered under my lease. The lack of resolution over the past several months is unacceptable, and the failure to provide this critical amenity while continuing to charge full rent is a serious concern.
  
  I have been a reliable tenant, paying rent on time and maintaining good communication with the management team. However, this matter remains unresolved despite my repeated reports and cooperation. I am filing this complaint to request immediate action from Greystar to fully resolve the HVAC issue or provide compensation for their failure to deliver this essential service.

  Business Response

  Date: 01/09/2025

  Dear *****,
  Thank you for bringing your concerns to our attention regarding the ongoing HVAC issues in your unit at Porter St. Apartments. We apologize for the challenges and inconvenience this has caused you and your family.
  We have contacted the property management team and their leadership to review your concerns and prioritize a resolution for your HVAC issue. A Greystar representative will contact you directly within the next 10 business days to provide further assistance.
  If you have any additional information or questions in the meantime, please do not hesitate to reach out to us.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/08/2025

  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 applied for an apartment called Heritage Park owned by GreyStar two years ago and was denied (this is not the issue), when I applied I paid 60$ in application fees and 250$ in admin fees, both were accepted and I have receipts confirming that the payment was accepted by the apartment and successfully withdrawn from my bank account. After I was denied they returned these fees to me (of which I also have the receipts). Around 2 years later they are claiming I owe them $100 in unpaid fees in which they charges me multiple non-sufficient fund fees despite having sufficient funds and an unspecified negative credit amount which doesn't make any sense. After speaking with someone on their team and thinking I had issue sorted last September they sent a debt collection agency to harass me in which I have now had to provide their own documentation along with my own proving that I paid them, and that they charged me with bogus fees.

  Business Response

  Date: 01/09/2025

  Dear ******,
  Thank you for sharing your concerns regarding the disputed fees associated with your application at Heritage Park. We sincerely apologize for the frustration and inconvenience this situation has caused you.
  We have contacted the management team and their leadership to review your concerns and investigate the charges and collection activity in question. A Greystar representative will reach out to you within the next 10 business days to provide further clarification and assistance.
  If you have any additional details or questions in the meantime, please feel free to reach out to us.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/08/2025

  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 leased a one-bedroom apartment at Greystar's Atlantic at Grand Oaks in Charleston (Unit#****) from April 2023 to March 2024. It was used several days a week due to traveling and I took photos on the day that I moved out. The next tenant could have moved right in it was so clean. After not receiving my deposit back, I stopped in the office to speak with Kimmie Gibbs. She looked me straight in the face and said that the computer indicated I would receive a full refund soon. I believed her since she was the person I dealt with when I signed the lease. I told her that I had received a $200+/- refund already and she said that was for utilities. I never received a refund, so I followed up by email and a different person responded indicating that the $200 amount was the apartment refund. The refund should have been around $1,650. There was a class action lawsuit against Graystar in 2022 in South Carolina. Maybe there needs to be another.

  Business Response

  Date: 01/09/2025

  Dear *******,
  
  Thank you for sharing your concerns regarding your deposit refund with us. We apologize for any confusion and frustration this issue may have caused.
  
  We have contacted the management team at Atlantic at Grand Oaks in Charleston and their leadership to investigate the details of your move-out and refund process. A Greystar representative will contact you directly within the next 10 business days to discuss your concerns and provide further assistance.
  
  If you have any additional information or questions in the meantime, please feel free to reach out to us.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/08/2025

  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,
  I was provided a lease renewal form from my apartment complex on Nov 7. On Nov 8, I attempted to reach out to see what could be done in order to transfer apartment and what my options would be. I never received a response so I sent a follow up on Nov 13 and was ignored. The week of Nov 20 - I had stopped down to the leasing office three times to work to set up a transfer and had an apartment picked out, saw it and wanted to start the process. Was told by the complex to submit an email, I followed their instructions , but I went ignored. I owed this complex a response if I was staying by 11/25 and couldn’t get any answers from them. I then decided for my best interest I needed to find another apartment complex ASAP as my lease was coming up and the holidays were approaching and I would be traveling by this time. After a month of being ignored and disrespected by my apartment complex I made the decision to lease elsewhere to ensure I had housing when my lease was up. When I had the opportunity I left with 23 days left on my lease and moved to my new place. I refuse to pay my Jan rent because this all could’ve been avoided if they just worked with me but they didn’t want too and just left me isolated to figure this out on my own with no communication. I also had police looking for my neighbors a few weeks ago, so to be honest I didn’t feel all that safe.
  I want them to just allow me to leave the place early and just drop it. They are telling me I owe all these fees and such which is unnecessary since they failed to work with me on my transfer which would’ve avoided all this. They could’ve even told me I was declined for a transfer. I would’ve atleast had someone to work with. No one at all worked with me. They ignored me for a month and essentially forced me out.
  
  I have all the emails that went ignored, along with the communication with the manager telling him I’d be leaving at the end of Dec 2024 and he said I said 1/24/2025. I can provide those.

  Customer Answer

  Date: 01/08/2025

  Hello,

  the Greystar property is: 

  Bradham at New Bern

  145 New Bern Street

  charlotte, nc 28209

  yesterday a DOJ lawsuit was brought against them for antitrust. 

  Business Response

  Date: 01/08/2025

  Dear ***** ******,
  Thank you for sharing your concerns with us regarding your experience at Bradham at New Bern. We sincerely apologize for the challenges you faced while trying to facilitate a lease transfer and for any frustration caused by the lack of communication during this process.
  We have contacted the management team at Bradham at New Bern and their leadership to investigate this matter thoroughly. A Greystar representative will reach out to you directly within 10 business days to address your concerns and discuss the situation further.
  Your feedback is important to us, and we appreciate your patience as we work to resolve this matter. Should you have additional questions or documentation to share, please feel free to include them in your communication with the team.
  Thank you,
  The Greystar Team