Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

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:12/19/2024

  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.

  well this organization isnt BBB accredited for good reason. one of the properties arbitrarily cancelled my application after approving me and charging me 400$. wouldn't even let me inspect the actual unit i was interested in - they wanted me to pay and sign without a walk thru and refuse to refund. rachel l***** and Lien are extremely unprofessional as is greystar management (rebecca n***** extremely rude) as a whole. after cancelling my application prior to move in date, ive been unable to get in touch with anyone. furthermore, the hallways are dark and rat infested and there is a foul stench from the homeless living across the street who break into cars at night as per many of the residents i spoke to. the filth of the property ended up making me sick on a subsequent visit, requiring medical care. while im happy this happened prior to actually having been forced to live in such squalor, it does not negate the fact that what the business did is illegal and unethical. furthermore, i received a move out bill for funds due, when i never even moved in. pls have this remedied otherwise legal action may be necessary thank you

  Customer Answer

  Date: 12/19/2024

  Travis Houston 

  Business Response

  Date: 12/20/2024

  Dear Mr. *****,
  Thank you for bringing these concerns to our attention. I’m sorry to hear about your experience with the application process and your interactions with the management team.
  I have reached out to the property and its leadership team to review your concerns regarding the application cancellation, the refund request, and the condition of the property. A Greystar representative will contact you within 10 business days to discuss this matter further.
  We appreciate the opportunity to address your concerns.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding Greystar Communities, Marlow Apartments, and F**** ******** **** for failing to provide the paid-for mail and package delivery services. Despite consistently paying a monthly $13 fee for these services, multiple issues have occurred:
  
  Failure to Deliver Packages: Packages, including essential items like medicine, are frequently not delivered despite having been correctly labeled, and no valid reason is given as to why. A live person cannot be reached.
  Refusal to Accept Mail: Marlow Apartments refuses to handle regular mail, leaving residents without alternatives for receiving mail from FedEx, USPS, and UPS in violation of Mail Fraud Statute, 18 U.S.C. § 1341.
  Mail Theft: Due to inadequate security, mail, including sensitive documents, has been presumably stolen, as they are not actually delivered after having been allegedly delivered.
  Fraudulent Activity: Charging residents for services that are not provided is a clear case of fraud and a violation of consumer rights.
  
  These actions violate contractual obligations and may also involve federal mail fraud violations. Furthermore, the entity does not give residents a choice to opt-out of this fraudulent delivery service and continues to charge $13 monthly for illegal interruptions of mail.

  Business Response

  Date: 12/18/2024

  Hello,
  Can you please provide me with
  the address of the property that this is concerning? We have several Marlow properties.
  Thank you,

• Initial Complaint

  Date:12/16/2024

  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.

  A deposit of $750 was paid to Cadence Apartments in Hayward CA when we first moved to the property in September of 2022. We recently left in October of 2024 and was told by the property manager that we would receive our deposit back in the amount of $675. When the payment link was sent we were only being reimbursed $76. I spoke with accounts and was provided a statement that showed we were charged for carpet cleaning, cleaning fees, a shelf replacement and window covering replacement. None of these fees were applicable because we left the apartment in excellent condition with normal wear and tear. We sent video over to accounts along with other concerns with us living at the property and all of that was forwarded to the property manager who informed accounts to inform us that the fees still stood without even speaking to us. It was also discovered that we were being charged for renters insurance when we already had renters insurance. We were provided different excuses as to why the fees where charged and none of these excuses were valid even with the video that was sent. I have contacted corporate twice within 3 weeks to express my concerns and have someone reach out to me and I was told my complaint was escalated and someone would reach out, but as of today no one has. Cadence has horrible complaints and we are not the first ones that they have nickeled and dimed out of their security deposit. We still haven’t even received the measly $76 that was supposed to be mailed to us since we didn’t accept it through direct deposit. This issue needs to be addressed and I need someone to reach out regarding this security deposit because there is no way our whole deposit should have been used to basically do what an apartment complex is supposed to do anyway when tenants move out and new tenants move in. Additionally, we need to be reimbursed for the renters insurance charges. I have videos to support our claim. I am extremely frustrated and upset and need a resolution.

  Customer Answer

  Date: 12/17/2024

  Hello, I did provide proof of insurance to the company and never received a response. I also provide proof to the accountant when I spoke with her in November and I was told that she had forwarded it to ******* which is the insurance company for Cadence and that she was waiting to hear back from them to see if they would reimburse us for the months that they had charged us which was from March 2024 until October of 2024. She never responded back to me and I have not heard anything since. I have attached a copy of my insurance to show that I was covered with my own policy and they shouldn’t have been charging me for theirs. Please let me know if anything else is needed.

  Business Response

  Date: 12/17/2024

  Dear Ms. **************,
  Thank you for bringing your concerns to our attention. We apologize for the frustration you have experienced regarding your deposit refund and additional charges at Cadence Apartments in Hayward, CA.
  We have escalated your concerns to the property team and their leadership for a full review. A Greystar representative will contact you directly within 10 business days to discuss your concerns and provide further assistance.
  Thank you for your patience as we work to resolve this matter.
  The Greystar Team

• Initial Complaint

  Date:12/16/2024

  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 should get a $350 refund from Axiom La Jolla, but still have not received it. I have told the manager I would change address, and she said just told her the new address and she would resend the deposit check. I have contacted them through phone call and email at least 5 times this half of year. They stopped picking up my phone call. The refund has been dragged for 6 months so far.

  Business Response

  Date: 12/17/2024

  Dear Ms. ****,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the delay in processing your deposit refund for Axiom La Jolla.
  We have contacted the property team and their leadership to investigate and ensure appropriate follow-up. A Greystar representative will contact you directly within 10 business days to resolve this matter.
  Thank you for your patience, and we appreciate the opportunity to assist you.
  The Greystar Team

• Initial Complaint

  Date:12/16/2024

  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 to rent an apartment at Sherwood Crossing in Elkridge, MD in mid-Ocober 2024. My application was denied due to insufficient credit history. I paid $25 application fee and $300 refundable security deposit. On 10/31/24 I received the final account notice stating I was due $300 security deposit refund. It has been over 30 days and I have not received the refund. The law in the state of Maryland is a security deposit must be refunded within 30 days or you can take it to court and get triple damages plus court and attorney fees. That is my next step. I am disabled and on fixed income and I need the money for my living expenses. My experience with the staff at Sherwood Crossing was not very good either. They were very rude and unhelpful. How they expect to rent to people by treating them like that I don't understand. I called to ask about my security deposit refund and Susanna hung the phone up on me. I waited a few weeks and called back to get the corporate office phone number and it took waiting 5 minutes for her to give me the number and then when I called the number it rang a few times and then beeped and nothing. I just want my $300 security deposit back ASAP. Final Account Statement document is attached.

  Business Response

  Date: 12/16/2024

  Dear ******* *****,
  Thank you for sharing your concerns regarding your experience with Sherwood Crossing. We sincerely apologize for the delay in processing your $300 security deposit refund and for the negative interactions you described with our team. Your experience does not align with our commitment to providing professional and respectful service.
  We have contacted the Sherwood Crossing property team and their leadership to investigate this matter. A Greystar representative will reach out to you within 10 business days to address your concerns and provide further assistance.
  If there is anything additional you'd like to share in the meantime, please do not hesitate to contact us.
  Sincerely,
  The Greystar Team
  
  
  
  
  

• Initial Complaint

  Date:12/13/2024

  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.

  Good afternoon,
  To whom this may concern, I am filing this complaint for a couple of reasons. I am currently a resident at this complex for 2 years now. There have been numerous mangers turn around, with little to no resolve to residents. I have no ways of contacting HR outside of the main office manager, who has not taken any visible actions to correct our items of concern. Items of concern as follows: Cockroaches breading in facilities shared common space laundry room (residents are charged a monthly $2.00 non-refundable fee monthly for pest control services). Outdated and foul-smelling carpets, that have attracted gnats and rats into apartment buildings. Walls littered in stains from other tents throwing liquids at the walls.Cigarette buds on the hallway carpets in non-smoking building. Doors broken and not fixed for over a year + (Has resulted in non-residents walking the halls at all times of the day testing resident’s door handles to see if they are locked.) Broken, cracked sidewalks all over the community. A very scary tripping hazard. No salting done during the winter months. Charging residents, a fee to pay for Amazon locker maintenance. When the office staff were reconciled by Amazon for hoarding packages in the office and not telling residents about it until months later only after; as a result of my roommate contacted Amazon customer service directly. I feel this is illegal and that the office should be paying these fees themselves. Due to their own neglect of their original job of maintaining and clearing out the Amazon lockers monthly. (We have this all-in writing and emails with evidential information. Involving even a package they claimed they never had, when months later to send me an email saying they had it in the office. Including an online police report for missing item, I had to file.)We have addressed these items with the office with no resolve and in most cases the property not only is falling on deaf ears, it is getting worse over time.

  Business Response

  Date: 12/16/2024

  Dear ********,
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the issues you’ve encountered during your residency at Central Park East Apartments. We understand how frustrating these challenges must be, especially regarding pest control, maintenance delays, and safety concerns.
  We have contacted the on-site team and their leadership at Central Park East Apartments to review these concerns in detail. A Greystar representative will reach out to you directly within the next 10 business days to discuss the next steps and provide an update.
  Thank you for bringing these matters to our attention. We are committed to addressing them.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:12/12/2024

  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.

  My lease ended on 11/19/2024, and I moved out at that day. But I received two rent bill, one is $1383.83 for 11/01/2024 - 11/19/2024 (I have already paid it), another one is $871.65 for 11/20/2024 - 12/01/2024. They said it was because I only submitted the move out notice 40 days in advance, their regulations required at least 60 days in advance, but my lease only required 20 days in advance. This charge is unreasonable. And I received a deck coating repair bill which is $2765, They said there was a black mark the size of a book on the balcony floor, but they had done two thorough inspections before I moved out, and both inspections passed. They didn't tell me about the black mark problem. They only brought it up after I moved out, and asked me to pay such a high price. This is unreasonable. I can't afford that.

  Customer Answer

  Date: 12/12/2024

  This complaint is for Greystar Property at 11108 Chennault Beach Road, Mukilteo, WA 98275.

  Business Response

  Date: 12/13/2024

  Dear ******** ****,
  Thank you for bringing your concerns to our attention regarding your experience with Bay Court at Harbour Pointe Apartments. We sincerely apologize for the distress caused by the billing and repair charges you received after your lease ended.
  We have contacted the management team at Bay Court at Harbour Pointe Apartments, as well as their leadership team, to investigate your concerns about the additional rent charge and balcony repair costs. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience as we work to review these matters.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/12/2024

  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 is a formal complaint against Greystar & Arlo Apartments in Seattle, WA for improper billing, withholding my $400 security deposit, & harassment over unfounded charges. Despite adhering to the lease terms & providing proper notice, I am being billed for rent & utilities that I do not owe. Timeline of Events: 1. 10/2/24: Sent written notice to vacate my unit, per the lease’s 30-day notice requirement. After no response when I gave notice on 10/2/24, I followed up on 10/7/24 & was given a notice-to-vacate form with incorrect dates. I submitted it, & Arlo staff assured me the dates would be corrected. 2. 10/10/24: Vacated the unit, returned keys, & paid the break lease fee. Assistant Manager Monique G**** confirmed no November rent or utilities would be owed. Sent an email confirming my vacate date & requested acknowledgment, which I never received. 3. 10/12/24: Sent a follow-up email to confirm receipt of my notice & provided my forwarding address for the deposit. 4. 11/29/24: Received an email from Greystar denying the return of my deposit in-turn billing me for rent and utilities from 11/1/24–11/7/24, despite my agreement with Monique. 5. 11/29/24 - 12/10/24: Sent multiple emails disputing the charges & provided documentation of my notice. Greystar ignored key facts & refused to adjust the charges.
  
  Issues of Concern: 1. Greystar’s demand for rent beyond 10/31/24 violates the lease terms. I provided notice on 10/2/24, vacated on 10/10/24 & paid the break lease fee. 2. Greystar is withholding my $400 deposit despite fulfilling my obligations. 3. Greystar continues to bully & harass me with billing notices & remain reliant on false information.
  
  Request: 1. Refund of $400 security deposit. 2. Removal of November rent and utility charges. 3. Assurance the dispute will not be reported to credit bureaus or collections. Supporting documents (lease, emails, proof of notice, payments) available upon request. I ask Greystar and Arlo to resolve this issue ASAP.

  Business Response

  Date: 12/13/2024

  Dear ******* *******,
  Thank you for bringing your concerns to our attention regarding your experience with Arlo Apartments in Seattle. We sincerely apologize for the frustration caused by the billing dispute and the withholding of your security deposit.
  We have contacted the relevant teams to investigate your concerns about the charges and the return of your deposit. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience while we work to review these matters.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 01/19/2025

  Subject: Request to Reopen BBB Complaint Against Greystar & Arlo Apartments
  
  Dear Better Business Bureau,
  

  I am writing to request that my previously filed complaint against Greystar and Arlo Apartments in Seattle, WA, be reopened, as the company has failed to follow through on its commitment to respond and address the concerns of my complaint filed on 12/12/24.

  To summarize, my original complaint (Case # #********) outlined the following concerns:
  1.Improper billing for rent and utilities after my lease obligation ended on 10/31/24.
  2.Withholding of my $400 security deposit, despite fulfilling all lease terms and paying rent for the month of October and a break lease fee.
  3.Continued harassment through billing notices based on false information.
  
  On 12/13/24 Greystar responded to the BBB assured they would follow up  with me within 10 days. As of today, 1/19/25, I have not received any communication or response from Greystar addressing and responding to the concerns of my complaint. This lack of response is both unprofessional and unacceptable, given the severity of the issues I outlined below: 
  
  I am reiterating my request for the following actions:
  1.Refund of my $400 security deposit to be mailed to me at: ******* ******* **** ***** ******* ***** **** Dallas, TX 75219.
  2.Removal of all improper charges for rent and utilities after 10/31/24.
  3.Written assurance that this dispute will not be reported to credit bureaus or collections.
  
  I am happy to provide all supporting documentation again, including my lease agreement, proof of notice, emails, and payment records, upon request.
  

  I kindly ask the BBB to intervene again and reopen this case. Greystar and Arlo Apartments in Seattle, WA should be held accountable for their unethical business practices. They have not made good on their promise submitted to the BBB and dated 12/13/24 to respond and address the concerns of my complaint and continue to withhold my deposit. 
  
  Thank you for your assistance. Please let me know if further information is needed.
  
  
  Sincerely,
  ******* *******

  
  

  Business Response

  Date: 01/21/2025

  
  Thank you for providing the details below.  In looking
  at the chain below, the resident did notify our team that she was relocating to
  Dallas, TX and planning to vacate the unit per her email on October 2nd. 
  She did inquire what the details and next step to proceed as she was planning
  to pay her termination fee and rent through the end of October.  With that
  written notice being received on the 2nd, that means she would have
  been rent responsible through October 31st which is the 30-day
  notice requirement.   Additionally, she paid her early termination
  fee on October 10th per the attached ledger which meets the
  requirements outlined in the lease. We should be reversing the November rent
  that was posted to her ledger.  It looks like her balance has already been
  written off, so we would need to revise her move-out statement and notify
  Greystar receivables of the error and to update her move-out statement balance
  owed.
  
  The second item is in regard to her security deposit.  It
  looks like we applied the $400 security deposit refund to her balance owed at
  the time of move-out.  She was charged a cleaning fee of $175 and her
  final utility billing.  Attached is a copy of this final billing. 
  I’ve asked ********** if they can adjust the final billing to reflect a
  move-out date of October 31, 2024 and am awaiting a response.  In the
  meantime, we can prorate the revised final utility billing fee.  For
  service dates 09/20/2024-10/20/2024 she owed $159.43.  The final utility
  bill from 10/21/24-10/31/24 would be $39.97 vs. $67.94 totaling her final
  utility billing at $199.40 for service periods 9/20/24-10/31/24.  I think
  the confusion is coming in from her utility billing happening in arrears.
   On October 1, 2024, she paid her rent and utilities with service dates
  through August 20, 2024.  On November 1st, the utility billing
  with service dates from 8/20/24-9/20/24 was charged at a total of $184.70.
   Then her final utility billing has the remaining true up from
  9/20/24-10/20/24 at $159.43 plus the prorate days from 10/21/24-10/31/24 at
  $39.97.  I essentially took the final utility billing service dates of
  10/21/24-11/7/24 totaling $67.94, divided by 17 days of utility billing,
  multiplied it by 10 days for the corrected dates of financial responsibility
  from 10/21/24-10/31/24 totaling the $39.97.
  
  The revised breakdown would be as follows:
  Total Refunded Security Deposit: Credit ($400.00)
  Utility Billing from 9/20/24-10/20/24 at $159.43
  Final Utility Billing from 10/21/24-10/31/24 at $39.97
  Move-out cleaning fee of $175
  
  Subtract the final charges:
  Utility Billing from 8/20/24-9/20/24 at $184.70
  Total Charges: $559.10
  
  Remaining Balance Due: $159.10

• Initial Complaint

  Date:12/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a resident at the Fletcher Southlands apartment complex since June 1st 2024. Since day 1 these issues have been happening and have been reported to management via email without resolution:
  
  -The apartment was not ready on the day of the move in. We had to wait for hours for the cleaning crew before they had the apartment ready to move in (Their team gave us the move in time and date and it was not upheld).
  
  -The apartment key did not work. We had to wait close to a week before the key was replaced and we could lock our door from the outside.
  
  -We had to wait weeks before we received a key fob to access the pool and gym areas.
  
  -The window screen in my kid's room was not installed when we moved in and we had to install it ourselves to avoid leaving a hole in the wall where my kids could potentially endanger themselves.
  
  -The screen in our master bedroom was broken (we had to fix it with tape since no one ever came and we kept getting insects in the room, this was marked as resolved)
  
  -People are not being held accountable for picking up their dog's waste.
  
  -People are not being held accountable for re-racking the weights in the gym. (Cameras)
  
  -The pool has been closed for months (We understand that we are in the cold months but the grills are located in the pool area and no one has access to them, also there is a jacuzzi and a fireplace which is literally designed for cold weather) these are amenities we pay for and we are not being able to access.
  
  -The valet trash service (a service we pay for) instead of taking the trash with them to the trash compactors, they have made it a habit of leaving it in front of our building for days, stacking it up every time they come and only taking it once a week.
  
  We attempted to negotiate but there was zero flexibility. We attempted to speak in person with the manager and the front desk help was gatekeeping. I was irate. This is unacceptable.
  
  They've been "resolving" this since we moved in.
  
  *More pictures available*

  Business Response

  Date: 12/13/2024

  Dear ****** ******* ******** ********,
  Thank you for bringing your concerns to our attention regarding your experience at The Fletcher Southlands. We sincerely apologize for the issues you have encountered, including delays during your move-in, maintenance concerns, and challenges with accessing amenities.
  We have contacted the management team at The Fletcher Southlands, as well as their leadership team, to investigate your concerns thoroughly. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience as we work to resolve these matters.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/12/2024

  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 have been a resident of Starlight Apartments, owned by Greystar, since the first half of 2023, and have had serious several issues Starlight would not resolved.
  
  -I have never had access to consistent hot water in my apartment. They have worked on it several times, and I still have to endure cold to luke-warm showers and no hot water for dishes or laundry. I have given Starlight well over a year to fix this, and they haven't.
  -The elevators are constantly broken, and my dog has an auto-immune disease of his nail beds which makes it hard for him to use the stairs.
  -I drive an EV, and nearly half of the EV chargers at Starlight have been broken for months. I have made Starlight aware of this, and they have done nothing. Additionally, the parking spaces for EV charging spots are "compact," but EVs typically aren't. If a car is parked in one spot, you cannot park next to them to charge, making half of the functioning chargers inaccessible. Additionally, non-EVs constantly park in these spaces and Starlight makes no effort to prevent this other than signs that are poorly written and ignored.
  -Since moving in, my apartment has had mold issues that either come from a broken bath tub that leaks water into the area around the tub, or from the A/C system. I have a severe mold allergy and have had headaches and a bloody nose for most of my time at Starlight.
  -Starlight management, including the regional manager, often refuse to reply to my emails about these issues. I called the regional manager, Justin C****, who promised to call me back, but he never did.
  
  After months of trying to get Starlight to remedy my issues, I have given up and moved out. My headaches and bloody nose went away within days. Starlight wants me to pay a partial lease termination fee despite them failing to assist me on these issues at Starlight. I request to not have to pay the lease breaking fee, as Starlight's lack of repair and response are the very reasons I had to leave.

  Business Response

  Date: 12/12/2024

  Dear ****,
  Thank you for sharing your concerns regarding your experience at Starlight Apartments. We sincerely apologize for the unresolved issues you described, including the lack of hot water, mold concerns, malfunctioning elevators, and challenges with the EV chargers. We understand how frustrating and impactful these matters have been for you.
  We have contacted the team at Starlight Apartments and their leadership team to review your concerns thoroughly. A Greystar representative will reach out to you directly within 10 business days to discuss and address your concerns further.
  Thank you for bringing this to our attention. We value your feedback and will work diligently to ensure your concerns are addressed.
  Sincerely,
  The Greystar Team