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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

• 

  Greystar

  1818 S State College Blvd Anaheim, CA 92806

• 

  Greystar

  5110 N. 129th Ave. Litchfield Park, AZ 85340

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:12/10/2024

  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.

  I am writing to file a complaint against Tomscot and Greystar, located at 3015 N. Scottsdale Road, because the property is attempting to charge us for illegitimate expenses, MONTHS after move date.
  
  They have been harassing me since July 2024 and requesting we pay $639. For example, $220 for paint, with no proof (see attachment) and a water bill for $216, which was not included as a separate payment from our rent (see lease terms attached).
  
  Greystar contacted me in July 2024, over 2 months after we moved out for these payments and requested these payments via a portal in which we never used, which is a concern of legitimacy. As seen on multiple ****** reviews, they do this with previous tenants months after move out.
  
  Furthermore, Greystar management is currently in a lawsuit with the State of Arizona due to illegally raising prices and fraudulent payment.
  
  This just furthers my claim that this is fraudulent activity and illegal activity this business.

  Business Response

  Date: 12/10/2024

  Dear Ms. ***********,
  Thank you for sharing your concerns with us regarding your move-out experience at Tomscot. We sincerely apologize for the inconvenience and frustration caused by the charges and communication related to your account.
  We have contacted the team at Tomscot and their leadership to investigate your concerns regarding the disputed charges, including the paint and water bill, as well as your concerns about the payment portal. A Greystar representative will reach out to you directly within 10 business days to discuss this matter further.
  If you have any additional questions or documents you'd like to share, please feel free to reply to this email.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/10/2024

  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.

  Greystar, property management of Pearl DTC, owes me a sizable return. Even worse, they charged me rent for leasing me a garage that was already leased to another resident. Many of my belongings were already in this space, yet when I came home another car was parked in front of these belongings. My access to them was even revoked. Yet still they charged me for this. The customer service wasn't the best as the first thing they told me was that their lease allows for them to make errors and omissions. And even though they'll charge you a late fee if your late whatsoever on paying them, the money they now owe me could take "anywhere from 30-60 days... we really have no way of knowing." They've apparently "reached out to management" but haven't heard anything back in over a week. The leasing office is attempting to refund me a pro-rated amount (charging me for two days... actually less than 24 hours... of rent), but with how miserable of an experience this was, I want my full $1,986.97 refunded. I am still out money from *****, as well as the time I spent having to move in and then back out to my old place. To now sit on their hands is criminal.

  Business Response

  Date: 12/10/2024

  Dear ******,
  Thank you for sharing your concerns with us. We deeply regret the inconvenience you experienced regarding the garage leasing issue at Pearl DTC and the subsequent challenges with accessing your belongings and obtaining a refund.
  We have contacted the property and their leadership team to investigate your concerns thoroughly. A Greystar representative will be in touch with you directly within 10 business days to address your issue.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/10/2024

  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.

  Greystar has failed on numerous occasions to resolve issue with gate entry. FOBs were reset over 5 months ago and stated that they were going to have everyone's FOBs reconfigured next week.
  
  They have not done so and when contacting management they say "next week" every time, or that their "IT department" is not there to reconfigure them.
  
  This is a huge inconvenience to most residents cannot access all gates and have to then make a detour just to get to the main entrance to get into the facility. Wasting time and mileage just to enter a facility. They fail to compensate on the matter

  Business Response

  Date: 12/10/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the ongoing issues with the gate entry system at Palms at Cinco Ranch and the inconvenience this has caused you and other residents.
  We have contacted the property and their leadership team to investigate and address the matter. A Greystar representative will be in touch with you directly within 10 business days to provide an update on the resolution.
  Thank you for your patience and understanding as we work to resolve this issue.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:12/09/2024

  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.

  Timeline of Events and Supporting Evidence
  
  November 27, 2024
  • Event: I informed the apartment complex of my husband’s serious accident, which left him unable to work, and explained the financial hardship my family was experiencing. I requested understanding and cooperation during this time.
  • Evidence: Email sent to the leasing office notifying them of the situation.
  
  November 30, 2024
  • Event: I attempted to pay rent using a $1,800 money order, mistakenly believing it was the correct payment method.
  • Evidence: Photo of the money order, ledger showing the payment attempt.
  
  December 3, 2024
  • Event: I visited the leasing office to confirm that my rent had been paid. Danielle informed me that the money order was not acceptable due to a “two-strike policy” requiring all payments to be made via MoneyGram. This policy was never communicated in writing or outlined in the lease.
  • Evidence: Lease agreement showing acceptable payment methods, no mention of a “two-strike policy.”
  
  December 4, 2024
  • Event: I received an email notice stating I had 10 days to cure my rent deficiency.
  • Evidence: Screenshot of the email notice.
  
  December 5, 2024
  • Event: I received a physical 5-day notice on my door, citing A.R.S. § 33-1368(B). This notice conflicted with the 10-day email notice sent the previous day, creating confusion and violating the law’s requirement for clear and consistent notice.
  • Evidence: Copy of the 5-day notice.
  
  December 7, 2024
  • Event: I paid the full outstanding rent amount via MoneyGram as requested, resolving the immediate risk of eviction.
  • Evidence: Proof of MoneyGram payment, updated ledger confirming a $0.49 credit on my account.

  Business Response

  Date: 12/10/2024

  Dear ******* *****,
  Thank you for sharing your concerns and detailed timeline regarding your experience at Avana Coronado. We are sorry to hear about the challenges you faced, including the confusion around payment policies and notices.
  We have contacted the property team at Avana Coronado and their leadership to review the matters you outlined, including the application of payment policies and the conflicting notices. A Greystar representative will be in touch with you within 10 business days to discuss your concerns further.
  Thank you for providing this information and allowing us the opportunity to address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/09/2024

  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.

  TENANT BEWARE!!!!!  TENANT BEWARE!!!!! Wish I could give 0 stars. I've worked with and lived in many 'high end' apartment bulidings. The building itself (Stella - Marina Del Rey) and location are great, but the GreyStar management team here is very difficult to work with. See the other peoples reviews below for yourself. I moved out September 12th 2024, and I have been emailing and calling weekly for updates on my deposit refund and they are giving the run around. They have confirmed I'm owed a refund, after I moved out on September 12th, but its December 9th 2024 today and the responses I keep getting are "hopefully next week" for my refund. Its clear they have no intention to refund people - be very very careful with this company. While I lived here, the property management changed TWICE. Just read the other reviews, this building is very poorly managed. Document every piece of communication you have with them, because they dont respond to emails, and instead ask you to come in person to talk to them, and obviously since everything is verbal when you talk in person, they renege on what they verbally said when push comes to shove. When the management company changed, the online portal to make payments didnt work. They asked residents to bring checks for a few months. Even though I had AUTOPAY on (and other residents too), the management still felt it was okay to charge late fees because THEIR TEAM took a few days to process checks LOL. Once I really started pressing them for my refund citing the California Civil Code §1950.5. requirement, the management team fully stopped responding and tied in their attorney. When people are paying close to $4k per month for a 1 bedroom apartment, its unbelievable to treat them like this. I planned to move back into this building once grad school finishes, but I am going to be staying FAR away from this building now, and advising all my friends and colleagues who live in the area to stay away from this building.

  Business Response

  Date: 12/11/2024

  Dear ***** *****,
  Thank you for sharing your concerns with us regarding your experience at Stella - Marina Del Rey. We apologize for the delay in processing your security deposit refund and the frustration this has caused. We understand the importance of resolving this matter promptly.
  We have contacted the property team and leadership at Stella - Marina Del Rey to investigate your concerns. A Greystar representative will reach out to you directly within 10 business days to provide an update on your refund and address any additional issues.
  We value your feedback and regret any inconvenience caused during your time as a resident. If you have further concerns in the meantime, please don’t hesitate to reach out.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/06/2024

  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.

  On November 11, 2024, I received a notice on my door stating that 3 days prior my dog's waste hadn't been properly picked up and a $350 fee was placed on my account. I was given 19 days to pay this fee. This wasn't a "reasonable length" of time provided to pay such a large fee. A normal billing cycle for most everything is 30 days. My lease doesn't address this other than stating, "All sums other than rent are due upon our demand", but the Florida Residential Landlord and Tenant Act addresses this by stating a "reasonable" amount of time must be given. I paid the $350 fee twenty-five days after receiving the notice. I paid December's rent in full on November 27th. On December 4, 2024, I received a three-day notice to pay rent or give possession AND a $175 late fee was added to my account. If I would have been given a "reasonable length" of time to pay an unexpected $350 fee, then there would be no reason to apply a late fee. This entire process has been predatory from the beginning. They must refund this late fee of $175.

  Business Response

  Date: 12/06/2024

  Dear ****** ****,
  Thank you for sharing your concerns with us. We apologize for the frustration you have experienced regarding the timeline for the $350 pet waste fee and the subsequent $175 late fee. We understand how important it is for all billing processes to be clear and reasonable.
  We have reached out to the property management and leadership team at your community to investigate this matter. A Greystar representative will contact you within 10 business days to review your concerns and work toward a resolution.
  Thank you for bringing this to our attention, and we appreciate your patience while we address this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/06/2024

  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 moved out of The Wright Luxury Apartment (a Greystar Property at the time) and staff assured me that we would receive our full security deposit especially since we passed move-out inspection with top marks (no damages and no major clean up required). After more than normal time had passed, I reached out check on the status of my refund only to find out that the property was under new management. I have emailed and called the corporate office numerous times to no response. I am still waiting to on my $500.00 deposit.

  Business Response

  Date: 12/06/2024

  Dear ****** *****,
  Thank you for sharing your concerns with us. We sincerely apologize for the delay in processing your security deposit refund and for the difficulty you have experienced in obtaining updates.
  We have contacted the relevant team to investigate your refund for your security deposit from The Wright Luxury Apartment. A Greystar representative will follow up with you directly within 10 business days to address your concerns and provide an update.
  Thank you for your patience and for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/05/2024

  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.

  On 11/7/24 I placed a maintenance request with photos showing the drywall next to the bathroom tub was black with bubbled paint indicating mold. I returned home later that day to the dry wall and mold being painted over and a "completed work order". On 11/11/24 I was finally able to get a hold of the office manager about the "repair" and sent her photos of the mold and wall and how nothing had been fixed. After 2 weeks of no follow up from the office, I emailed Greystar with my concerns about the wall and my health and safety as I am immunocompromised. I also expressed how I was concerned about the mold accumulating from a previous maintenance issue regarding my air conditioning leaking in the same vicinity for weeks (July 2024), only for the water to be vacuumed out and not considered a priority matter. I never heard from anyone at Greystar but the property manager reached out stating they would send someone for repairs. With still no repairs done, I contacted someone from the city of Tempe and after evaluating the wall they expressed the same concerns I stated to the office staff. After the city spoke with the office manager she finally sent an email with a timeline of repairs, which none of them have been accurate, leaving the drywall uncompleted and mold still present. I have requested multiple times for an inspection of mold with documentation stating it is safe for my return to the home and proper repairs to be made but Avana Tempe has disregarded my concerns. It has now been 28 days since my original work order with no resolution. I requested my lease be terminated only to receive a response a week later stating "not approved". Per Avana Tempe lease agreement and AZ Tenant Act I legally have the right to terminate my lease due to the noncompliance of health and safety of Avana Tempe Apartments as stated in these legal documents. Photos are below and I want to be contacted regarding this matter.

  Business Response

  Date: 12/06/2024

  Dear ********,
  Thank you for sharing your concerns with us. I sincerely apologize for the challenges you’ve experienced regarding the drywall and mold issue at Avana Tempe Apartments. We understand the importance of addressing such matters promptly, especially considering your health concerns.
  We have contacted the property management team and their leadership to ensure this situation is investigated thoroughly. A Greystar representative will follow up with you within 10 business days to discuss the next steps.
  Thank you for your patience as we work to address this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/04/2024

  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.

  Greystar property management has broken their tenancy contract with me. The negligence of staff at the CHROMA location resulted in the theft of my e-bike and they won't honor the contract and compensate me for the loss. I have tried to resolve this for 3 months on my own but they won't comment on the breach of contract. I tried to escalate with the regional manager but she has also refused to comment.

  Business Response

  Date: 12/05/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. I’m very sorry to hear about the theft of your e-bike and the difficulties you've experienced in addressing this matter.
  We have contacted the management team at CHROMA and their leadership to review your situation. A Greystar representative will investigate your concerns and contact you within 10 business days to discuss this matter further.
  If you have additional details to provide, please feel free to reply to this message.
  Thank you for your patience as we work toward resolving this issue.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/04/2024

  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.

  Price gouging, keep adding additional charges. Final bill, is $446.53 which includes water bill that is almost triple the average monthly bill, also they were going to re-model the apartment and gut the entire place. but they charged me hundreds for cleaning. Cleaning an apartment that was going to be renovated. Also( I did not leave it very dirty) anyway I was going to pay just to get out of this nightmare. So accts receivable sent me a bill that was $900.00 I said no my final bill is $446.53 so she sent another one which was around $780.00 she said I didn't submit a 60 day notice...but I did! so I sent proof of email and she sent a new link which was around $600.00 I keep sending emails saying I just wanna pay the original final bill that they mailed to me and was on my account, but she said she is sending to collections. To my knowledge I think after 30 days you can't add additional charges.

  Customer Answer

  Date: 12/04/2024

  It's the Quincy apartments Address: 5905 Tierra Antigua St NE, Albuquerque, NM 87111 Property Management Grey
  Phone: (505) 578-2440

  Greystar accounts receivable

  Jessica L********* | Specialist, Receivables Department
  Greystar | P.O. Box 2706 | Lynnwood, WA 98036
  480.648.3979 | ******************@greystar.com | greystar.com
  

  Business Response

  Date: 12/04/2024

  Dear ******* ******,
  Thank you for bringing your concerns to our attention. We apologize for the issues you experienced with the billing process, including charges for cleaning and the subsequent adjustments to your final bill. We also understand your concerns regarding additional charges and the challenge of obtaining documentation about your notice submission.
  We have contacted the management and leadership team at Santana Row to investigate this matter. A representative from Greystar will follow up with you directly within 10 business days to address your concerns.
  We appreciate your patience as we work to resolve this for you.
  Sincerely,
  The Greystar Team