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

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

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  Greystar

  1818 S State College Blvd Anaheim, CA 92806

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:06/19/2025

  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 am filing a complaint against Avana Chase apt complex in Tucker, GA, owned by Greystar Worldwide, LLC. This is regarding false advertising on their website vs what they are verbally telling applicants.
  On 5/14/25 we applied for an apt paying an app fee of $125 each (myself and my husband).
  On 5/16/25 I logged in to check the app status on their website & saw a list of detailed pricing & the app fee was listed $35 per applicant. Meaning we each paid $90 over the advertised fee.
  I have inquired multiple times why we were overcharged. I have spoken to Atziri, Eilene, & Esther at the leasing office. I contacted the corp office in SC speaking to Grace. I emailed CEO Bob F**** & received an email from Mallory L****. They claim the pricing changed in Jan 2025 & “everything has been updated”
  Today 6/19/25 the chat bot STILL says app fee is $35. Esther said to me over the phone, “I guess the website got missed.” That is not an excuse.
  Per Mallory’s email, “Due to Fair Housing what I do for one I must do for all and that would not be fair to others that have paid the required application fee. You also agreed to pay the $125 when you submitted your payment online.”
  The Fair Housing Act “prohibits discrimination in housing and housing-related activities because of disability, race, sex, color, national origin, religion, or familial status” via **************** It has nothing to do with a company not updating their website pricing and over charging consumers.
  While I “agreed” to pay the $125, I paid in good faith that they were truthful what their fees were. Had ALL their communication been properly updated we wouldn’t be in this situation.
  I am simply asking for $180 to be refunded since I overpaid due to the company’s negligence in properly updating ALL their documentation clarifying the correct fee. To confirm we did sign the lease. I have pics & videos proving what the website said before & after the update.

  Business Response

  Date: 06/20/2025

  Hi *******,
  Thank you for bringing this to our attention. We're sorry to hear about the confusion you encountered regarding the application fee during your leasing process at Avana Chase.
  We’ve contacted the team at Avana Chase and their leadership so they can review your concerns about the fee discrepancy and follow up with you directly. A Greystar representative will be in touch with you within 10 business days.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 06/20/2025

  Thank you for your response. However, I do not wish to speak to anyone at the local leasing office regarding this as I've exhausted all efforts with them and haven't gotten anywhere. I respectfully request someone else contact me, NOT Esther or Mallory. Lastly if needed I do have video proof of the website before and after the update. I have also filed complaints with the FTC and AG. Thank you, ******* ****

• Initial Complaint

  Date:06/19/2025

  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.

  Apartment complex Rosemont City previously ran by ***** *********** was brought out my greystar back in 2024. However I renewed my lease in 07/2024. My granddaughter past away in 11/2024 and I inquired about a bigger space 2 bed 2 bad but the requirements did not make sense due to me already being a tenant I reached out to the property manager at the time Mitchel in regards to moving out early and what fees are included. No communication wasn't provided after several emails and left voicemail until finally someone from the office advise I would need to provide a 06 day notice and first months rent which I did. I moved out on 12/31/2024. Still inquiring about any additional fees via email however no response. Unfortunately I am not able to retrieve those emails due to the email address has been closed down and I am unable to retrieve any emails for reference. I provided my receivables account representative the move out document that was provided to me at move out and was advised this does not suffice and I am charged a terminated fee. This is very unprofessional and lack integrity from the company. I was not advised any release form needs to be submitted or returned to the office or all information and fees would have been submitted. STAY AWAY FROM COMPLEXES THAT ARE RAN BY GREYSTAR. CRIMINALS IS WHAT THEY ARE.

  Business Response

  Date: 06/20/2025

  Hello,
  
  Could you please
  provide the  address of the community related to this matter?
  
  Thank you in advance
  for your assistance.

  Customer Answer

  Date: 06/24/2025

  1650 Barnes mill Rd Marietta ga 30062 Apt 2333

  Business Response

  Date: 06/26/2025

  Hi *********,
  Thank you for sharing your concerns with us, and we’re very sorry to hear about the challenges you experienced—especially during such a difficult personal time. We’re sorry that your efforts to coordinate your early move-out from Avana Cityview weren’t met with the clarity and support you needed, and we understand your frustration regarding the billing for lease termination.
  We’ve contacted the team at Avana Cityview along with their leadership so they can look into the matter in more detail. A Greystar representative will be reaching out to you directly within 10 business days to discuss your concerns and next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/19/2025

  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.

  January 14th 11:59 pm is when my lease was up. February 4th I received my move out statement from greystar/Tavera. February 5th I emailed the property(Tavera) and then contacted by phone (which they weren’t answering the phone, kept going straight to voicemail. Mid February I got response and spoke to her over the phone and she basically stated she couldn’t help me. So from there I proceeded to start a dispute letter, requesting invoices, receipts, and pictures of my exact apartment before work was done. I also try to gather evidence or something that could possibly help me since I didn’t take pictures. But I like to record my infant daughter at the time a lot which you can see the carpet in. So I used that but was not able to attach in my dispute letter that I sent March 3rd (Greystar)and again March 9th. March 11th and account specialist was assigned to my case “to help” with my inquiry. Didn’t hear anything back. June 13th get statement balance email so I respond and said I’ve been waiting for someone to contact me but haven’t heard anything. He finally sent what I requested from the letter back in March. I told him I would handle it another way, which is through small claims court. The next day I was sent an email from debt collection.
  •I do have video where I did a quick walk through that wont allow me to attach where you can clearly see the carpet was not stained which is January 10th the day the movers came to collect our things cause we’re military.
  •If I’m not mistaken the carpet life expectancy was up during my time in the apartment and they are trying to charge me for it.
  • also there was barely walking room in that room we had a king size bed, crib and Tv Stand. Didn’t eat in the room and I kept the floor vacuumed.
  •just saw that anything charged over $125 on the itemized statement is supposed to have invoices and receipts attached explaining the charges.
  • I feel like they’re taking advantage because I’m military and I moved out of that state.

  Customer Answer

  Date: 06/24/2025

  I also want to state if this is not resolved through BBB. I will be proceeding with small claims court. 

  Business Response

  Date: 06/24/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration you've experienced regarding your move-out charges and communication delays at Tavera.
  We’ve contacted the team at Tavera, along with their leadership, so they can review the concerns you outlined and ensure a Greystar representative follows up with you directly. Please expect to be contacted within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/17/2025

  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 my apartment at 21 Gramercy Park Dr., Apt ****, Bryan, TX 77802, in May 2024. I only received $77 from my security deposit and never received a Financial Move-Out Statement or any explanation of the deductions.
  
  During the move-out inspection, I was verbally told by staff that cleaning charges would not exceed $100 and that the carpet was already aged and any replacement would be based on depreciation.
  
  On June 12, 2025, I submitted a formal request via the Greystar *********** website, as well as via email (***********@greystar.com). I received no response.
  
  I am requesting transparency: a copy of my Move-Out Statement, a breakdown of all charges, and documentation regarding any carpet deduction (installation date, depreciation method, etc.).
  
  I am not disputing reasonable charges but believe that the lack of communication and failure to provide proper documentation is unacceptable.

  Business Response

  Date: 06/18/2025

  Hi En-chih,
  Thank you for sharing your concerns with us. We're sorry to hear about the lack of communication following your move-out from 21 Gramercy Park, and we understand how frustrating this experience has been for you.
  We’ve contacted the onsite team and leadership for 21 Gramercy Park to investigate your concerns regarding the move-out charges and documentation. A Greystar representative will reach out to you within the next 10 business days to provide further information and follow up directly.
  Sincerely,
  The Greystar Team

  Business Response

  Date: 06/18/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the lack of communication following your move-out from 21 Gramercy Park, and we understand how frustrating this experience has been for you.
  We’ve contacted the onsite team and leadership for 21 Gramercy Park to investigate your concerns regarding the move-out charges and documentation. A Greystar representative will reach out to you within the next 10 business days to provide further information and follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/17/2025

  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 moved out of the Reserve at Westcott in January 2025. I still have not received my refund. I have called multiple times since my move out. They told me 2 separate times that they were going to send it out but it got lost in the mail. During this time I asked if they could just write me a new check and I would come pick it up. They told me know I couldn’t do that because the checks came from corporate. Then they said that they found it and it was in my previous mailbox. I called them as I was on my way to come and get the check they told me that they couldn’t find it and would have to contact someone at the main office to locate it. Someone called later and said that they located the check. I asked them to send it over and I storage not received it.

  Business Response

  Date: 06/18/2025

  Hi ******,
  Thank you for reaching out and letting us know what’s been going on. We’re sorry to hear about the ongoing delay in receiving your refund after moving out of The Reserve at Westcott.
  We’ve contacted the appropriate teams and leadership to investigate the issue and ensure someone from Greystar follows up with you directly. A representative will reach out to you within the next 10 business days to help resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/17/2025

  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 applied for apartment at Broadstone 3118 County Rd 172 Austin Tx 78728 I verbally disclosed what was on my criminal back ground prior to paying the fee Richard told me that they only go 2 yrs back I should proceed with application he sent the link for me and my husband to complete toltalling 150.00 dollars shortly after applying I was denied wish is dis honest and misleading . I be.ieve they acted in bad faith and had no intention of approving me once they saw they saw my record not to mention fraud alart has been lifted so how could they deny due to my credit when it wasn’t viewed should say credit freezes in requesting a refund

  Business Response

  Date: 06/18/2025

  Hi *******,
  Thank you for taking the time to share your concerns. We’re sorry to hear about your experience during the application process at Broadstone and the confusion regarding the background review and credit evaluation.
  We’ve reached out to the appropriate teams and leadership to review what occurred and to ensure someone from Greystar contacts you. A representative will follow up with you directly within 10 business days to discuss your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/17/2025

  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 boyfriend and I are current residents at The Devon Apartments in Raleigh, NC. Due to an unexpected and mandatory job relocation to Virginia, we must vacate our apartment before the end of our lease. Upon notifying the management and reviewing our lease, we understood that only a 60-day notice was required—which we were prepared to provide.However, management informed us that we would also need to pay an “early termination fee” equal to two months’ rent. After thoroughly reviewing the lease again, we found no mention of such a fee. The lease clearly states the 60-day notice requirement but does not reference any additional penalties.We brought this to the management team's attention and explained the financial hardship this fee would cause, especially given the unplanned relocation. Despite this, they continued to insist on the fee. We believe it is unethical and potentially unlawful to enforce a fee that is not disclosed in the lease.Per North Carolina landlord-tenant law (NC Gen. Stat. § 42-46), landlords must make reasonable efforts to re-rent a unit and cannot charge tenants excessive fees without attempting to mitigate losses. Given the high-demand location of The Devon, we believe the unit could be re-leased quickly, making the added fee excessive.We also raised concerns about the community’s poor cleanliness—dog urine, trash, and general neglect of common areas—which have gone unresolved. These conditions further undermine the justification for charging such a high fee.We feel we are being unfairly penalized during a difficult time, and respectfully request that the termination fee be waived, as it is not stated in the lease and contradicts NC tenant law.We have been in contact with the Community Managers at The Devon, and they have not been understanding or helpful in any way. We have struggled to get in contact with anyone in a higher position that could assist.

  Customer Answer

  Date: 06/17/2025

  Attached is a copy of our lease renewal document. 

  Business Response

  Date: 06/18/2025

  Hi *********,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about your experience and the stress of navigating an unexpected relocation.
  We’ve contacted the onsite team and leadership at The Devon Four25 to investigate your concerns about the early termination fee and property conditions. A Greystar representative will be reaching out to you within the next 10 business days to discuss this further.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 06/18/2025

  We have received a message from the business letting us know that they have reached out to the local team at The Devon425. We tried to be very clear in our initial complaint that the local management team has been extremely unhelpful and unwilling to work with us with our circumstances. We do not want to continue working with the local management team. We would like this to get escalated to someone on the corporate team. 

  Customer Answer

  Date: 06/18/2025

  We would like to request that the DevonFour25 does not contact us regarding this issue. We would like to close out this complaint and continue through the end of our lease term. Although we have been very disappointed with how the onsite staff has handled this situation, we do not want to continue dealing with it. 

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2023, I left my ex and our apartment of "Legacy Lake Norman" at 108 Steinbeck Way in Mooresville, NC. My ex was then evicted from said apartments in April of 2024.
  I now live in Texas and have since December of 2023. I was unaware of having to sign any paperwork to take my name off the lease. It was a bad abusive relationship that I stayed in for 7 years. I was very distraught and depressed having to drive all the way from NC to TX by myself.
  I have bank statements that show me getting a U-haul and getting gas on my way from NC to TX.
  In November 2024, I was looking for my own apartment when the eviction popped up on my record. I found a place that would take me anyways. Now, I am having many issues with this apartment and would like to move out.
  I reached out to the regional manager of Greystar (who oversee Legacy at Lake Norman) Ashley W***. She told me she would let me know after she spoke to the Greystar attorney. I did not get a hold of her for weeks after she was to reach back out to me. She then told me I would need to find a lawyer to dispute it.
  When I asked how much it would cost to pay. She gave me two numbers to call one for "Greystar receivables" and the other a company called "Genesis". She told me to call, and they would tell me the amount to pay. I called both and neither had my name in the system at all. I tried reaching out to Ashley Ward again, but she never picked up the phone again.
  On ********** and ****** *****, the eviction does not show but it does for apartments I apply to.
  I would greatly appreciate help with this. To get this off my record.
  Since I have left my ex, he is now married and has a child. I am only wanting to move on from him and cannot do so with this eviction incorrectly on my record. He was always in charge of the rent while I was for the other bills.
  As I can prove in this last year, I have increased my credit score and got my bills back to good standing since leaving him.
  I do not know what to do anymore.

  Business Response

  Date: 06/18/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the distressing circumstances you experienced, and we understand how difficult this situation must be for you.
  We’ve contacted the team at Legacy Lake Norman, as well as their leadership, to review your concerns regarding the eviction reporting and lease responsibility. A Greystar representative will be in touch with you within the next 10 business days to further discuss this matter.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team 
  
  
  
  

• Initial Complaint

  Date:06/14/2025

  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 submitting this complaint regarding an unresolved mold issue in my apartment unit, which poses a serious health risk to both myself and my dog. A work order to address the mold was initiated on June 5, 2024; however, as of today, the issue has not been fully resolved, and I am still residing in a mold-affected unit.I have been cooperative with both the property manager and the maintenance team throughout this process. Despite receiving emails confirming that someone would be sent to address the problem on specific dates, no one has shown up. I have already taken two days off work to accommodate their schedule, but no progress has been made.Given the ongoing health hazard, I requested to terminate my lease early without penalty so I could move into a safe living environment. My request was denied, and I was informed that I would be required to pay a $1,200 early termination fee.I find it unreasonable to be held financially responsible while being forced to live in conditions that may be detrimental to my health and well-being. I am requesting assistance in disputing the $1,200 fee and in resolving this matter in a fair and timely manner.Thank you for your attention to this issue.

  Business Response

  Date: 06/16/2025

  Dear *****,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the unresolved mold issue you’ve been experiencing at Seraphina Castle Hills and the challenges you've faced trying to have it addressed. We understand how serious this matter is—especially when it impacts both your health and your ability to live comfortably in your home.
  We’ve contacted the team at Seraphina Castle Hills, along with their regional and operational leadership, so they can review the situation and follow up with you directly. A Greystar representative will be in touch within 10 business days to discuss your concerns further and work toward a resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/13/2025

  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.

  My lease is being violated at the Circuit. I am disabled and I live at 2425 Capitol St, Houston TX 77003, apt ****. I have had the worse experience of my life at this establishment.The building is full with garbage, rodents, insects, animal poop, marijuana smoke and this affects my asthma tremendously. The leasing office has being the most disrespectful group of people I have ever encountered. My home is over run with ruined appliances and roaches. My ac goes out once a month. I was moved into a NOT READY and EVICTED apartment. My original move in date was moved and cost me my movers. I have had to lose money to leave to work come to get disrespected and called a liar by your leasing staff. I put pet notices that do get acknowledged and people walking into my house after I specifically notated we have a pet and not to enter the unit. This has made my stay here unbearable, and disheartening. I get unconfirmed notices from the office to come into my home when that’s against the lease. I have an Emtional support animal for my health and now I can’t have her with me due to this complex changing the narrative of what I was explained upon move in. I pay too much rent to be treated so wrongfully. I have spoke with an attorney and have been told my lease was broken. I expect to hear back something or some sort of resolution before any following steps please.

  Business Response

  Date: 06/13/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're very sorry to hear about the issues you've experienced at Circuit, including unit conditions, service challenges, and your emotional support animal accommodations.
  We’ve contacted the local property team at Circuit and their leadership to investigate the situation further. A Greystar representative will reach out to you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team