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Business Profile

Property Management

Greystar

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

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

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    Customer Complaints Summary

    • 2,329 total complaints in the last 3 years.
    • 805 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Property is not keeping up with california living standtands. I have requested many times for pest control. They come out tell me what needs to be done and property does not allow them to come back to do what they need to do to do what needs to be done. They only allow them come out to investage and explain what is happening so the pest problem continues. They continue to not do maintence request 4 to 5 months and longer. They do not answer their phones. I had to take off of work on 12/2/2024 to go to their office with a close sign with the door open to see how I can pay my rent without being force to pay it on a new apps they Bilt are making us use that does not allow us to opt out from credit education and having them pull our credit report. I was told I had no choice unless I want to pay with a money order. So basic I have to give them premission. After I paid my rent I was flooded with ads from this app. I just want to pay my rent. This property is also allowing others people otherside drop their trash in our property and then charge one person almost $100 a month for trash. Water for 1 person is also very high $ 100 or high. because how they divided. I am not to sure why we can not have our own when we have our own engery. They also recently have let a new element of people living here and now there are drug busts and theft and gates are broken. Office stafff very un nice and not helpful. Never showing they are in the office. When I asked for their corp office information, they gave my false information. The pool has been empty for almost a year and still the claim it as one of their saleing points. And by the way they do not let you see the place before you move it. I should have known before I moved in but because I can't afford more than this does mean you can treat the place like this.

      Customer Answer

      Date: 12/04/2024

      Twin Creeks Apartment Complex. 1111 James Donlon Blvd. Antioch, CA 94509

      Business Response

      Date: 12/04/2024

      Dear Ms. *****,
      Thank you for taking the time to share your concerns with us. We sincerely apologize for the issues you have experienced, including the ongoing pest control concerns, maintenance delays, and challenges with rent payment processes at Twin Creeks Apartment Complex.
      We have contacted the property management team and their leadership to investigate these matters thoroughly. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
      If there is anything else you'd like to share in the meantime, please don’t hesitate to reach out.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:12/03/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 was forced into a lease for may apartment for more than what I requested. As a non english speaker I was in a situation where I needed a short term lease. They advertised 3 month and 6 month lease, but when I went to submit for a lease I was told the only option I have is 12 month lease. I was told I would have to pay a small fee to terminate. First I was quoted 3000, then 4000, now over 5000 dollars plus more fees. THIS IS MORE THAN THE ENTIRE LEASE REMAINING. Apartment advertises short terms, but when someone of latin orgin shows up, they do not offer that to them. All we are asking we we get fair and equal treatment with the same opportunities as everyone else. The business told me we had to find another foreigner to sublet. What kind of place is this! All we are asking is a reasonable exit without being taken advantage of. The contract was written in a language not native or comprehendible to the signor and deceptive practices were used as a result to force the parties into a lease they did not understand. This violates federal laws as well as state laws. Most places will break a lease for 2 months of rent. We never missed a payment.

      Customer Answer

      Date: 12/09/2024

      Matter has been resolved.  You can close the case.  Thank you.

    • Initial Complaint

      Date:12/02/2024

      Type:Billing Issues
      Status:
      Resolved
      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 The Esplanade for one year. It was a prime location for me but a complete nightmare. First, we were required to pay for parking but the garage door was broken for at least six months. During this time, multiple cars were broken into, strange people would walk around the garage and lastly, two cars were set on fire. When I moved out, the trumped my move out charges for things like carpets. I was not given new carpets when I moved in, even after reporting that my carpet was stained upon move in. When I moved you, they gave me $8,000 bill but I was able to get it down to $4,000. So now, I'm on a payment arrangement and they cancelled it because I missed one payment due to me not having the same debit card. The representative then sends me a final notice stating that it would be turned over to a third party. She stated that there is a seven day grace period for a missed payment, when I asked where that was stated at the time of arrangement, she stated that it's not something that is sent in writing. Not to mention, it took them almost 3 months to send me a move out letter. This company currently has a class action suit against them for charges and fees.

      Business Response

      Date: 12/02/2024

      Dear ******* *******,
      Thank you for sharing your concerns with us. We are truly sorry to hear about the challenges you faced during your time at The Esplanade and your frustrations regarding the move-out charges and payment arrangement.
      We have contacted the property team at The Esplanade and their leadership to investigate your concerns further. A Greystar representative will be reaching out to you directly within 10 business days to provide additional information and discuss a resolution.
      We appreciate your patience as we look into this matter.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:12/02/2024

      Type:Product Issues
      Status:
      Resolved
      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 rented an apartment at Morgan Park in Vacaville CA for 5 years. I gave the required 30 day move notice on August 30, 2024. My lease ended 10/6/24. I was told that if I turned the unit over on 9/30 they would forgive any move out expenses as they had a new renter., which I did. My security deposit if $2570 has not been returned by the property management company, Gretstar. I was told that they needed to research the paper trail as they seemed to have nothing on file. They were supplied a copy of the original deposit. I have spoken repeatedly over the last 2 months to get this resolved. The last communication I had was on I about 11/8/24 at which time I was told they would get back to me in a few days. It is now 12/2/24 and I have not heard from anyone at Greystar nor received the reimbursement of the security deposit. I’m a 74 year old retiree and really need the money. Hope someone can assist.

      Business Response

      Date: 12/02/2024

      Dear **********,
      Thank you for taking the time to share your concerns with us. We apologize for the frustration and inconvenience you’ve experienced regarding the return of your $2,570 security deposit from your previous residency at Morgan Park in Vacaville.
      We have contacted the Morgan Park property team and their leadership to investigate your concerns further. A Greystar representative will reach out to you within 10 business days to discuss your situation and provide a resolution.
      If you have any additional details to share, please feel free to contact us at your earliest convenience.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:11/30/2024

      Type:Order Issues
      Status:
      Resolved
      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: Immediate Lease Termination, Refund Request & Tax Document

      Dear Greystar Real Estate Partners LLC,

      I am writing to formally terminate my lease and retract my application for the apartment located at Allaso Vineyards, 8901 Holly Ave NE, Apt ****, Albuquerque, NM 87122, effective immediately as of November 30, 2024. Please consider this letter as notice to dissolve my contract.

      Enclosed you will find a completed 2023 1099-A Copy B for borrower.
      Additionally, I am requesting a refund of all the following fees:

      Deposit Fee: $500.00
      Application Fee:$55.00
      Online Administrative Fee: $200.00
      Pre-Equal Deposit:$100.00
      Welcome ACH Payment (11/26/2024): $750.00

      Please issue a check for the total refund of $1,605.00 and send it to the following address:

      *** ****
      *** *** ST NW
      STE *** PMB ****
      Albuquerque, NM *****

      I kindly request that the refund be processed and mailed no later than December 6, 2024. If any further action is required on my part, please notify me promptly.

      Furthermore, I require that your company update the records on my RealPage portal to reflect that I do not have a current lease with Allaso Vineyards. This update must be completed within 24 hours upon receipt of this letter. Additionally, I request written correspondence confirming this update within 48 hours of the update occurring.

      Thank you for your immediate attention to this matter. Please confirm receipt of this letter and provide written confirmation that my lease has been dissolved and the refund is being processed.

      Sincerely,

      *** ****

      Business Response

      Date: 12/02/2024

      Dear *** ****,
      Thank you for sharing your concerns with us. I apologize for the inconvenience you’ve faced regarding the lease and refund process at Allaso Vineyards in Albuquerque, NM. We have contacted the team at Allaso Vineyards and their leadership to investigate your concerns. A Greystar representative will be in touch with you within 10 business days to provide an update on this matter.
      Sincerely,
      The Greystar Team 

    • Initial Complaint

      Date:11/28/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 around May 2024, Avana Long Point manager and staff have been made aware of of 5 raccoons living by our building. These animals have attacked pets and people. They are not afraid of people due to some of the tenants feeding them. The children cannot go outside without the raccoons approaching them. Same if you are trying to walk a dog. The raccoons continue to rip open trash bags that are left in breezeways for valet pick up, per contract and fees. The trash is spread around the building by these animals. To further the problem, valet pick up does not occur as scheduled. And there is no notice. Contract dictates that we are to pay the pest control and trash valet fees, but we cannot opt out of either. Both services that are in the lease (pest and trash) are not being performed. Managers and staff seem to be indifferent and suggest putting a bungee cord around the trash containers. That is their only solution. They will not contact animal control and make futile promises of resolving the valet pick up.
      To further the problem, due to wildlife (raccoons) living under the building, there is a continuous infestation of fleas. Multiple apartments have complained. Families with kids and pets are all greatly affected.
      We try to take our own trash to the dumpster when it is not picked up. But even community dumpster posses a biohazard. Pics attached. As the dumpster is broken and trash is dumped around it and spread out on the property. This was an issue 3 years ago, and it still continues today.
      We want the raccoons removed, so it is safe for people to walk out their front door. And that our trash is not ripped apart and spread out.
      We want the dumpster fixed, so it doesn’t collect maggots, flies and attracts more wildlife.

      Business Response

      Date: 12/02/2024

      Dear ****,
      Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have been experiencing at Avana Long Point regarding wildlife, valet trash services, and the condition of the dumpster.
      We have contacted the property team and leadership at Avana Long Point to investigate and address these matters. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide further assistance.
      Thank you for your patience as we work to resolve these matters.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:11/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      After vacating my apartment at 100 Park Plaza, Unit ****, on July 1, 2024, and returning possession by turning in the keys and completing a walkthrough, I was erroneously billed for rent totaling $8,951.87 for the period from July 2, 2024, to August 7, 2024. These charges are unjustified as I had vacated the property and was assured by Greystar representatives that no further charges would apply after my move-out date.

      Additionally, I was prevented from mitigating any potential liability by finding a replacement tenant, as Greystar denied approval of a qualified applicant and restricted me from marketing the unit, violating California Civil Code Section 1951.4. Despite multiple attempts to resolve this matter via email, physical correspondence, and phone calls, Greystar has failed to respond and has escalated the matter to a collection agency.

      I am seeking the immediate removal of the charges, written confirmation that I do not owe any balance, cessation of collection efforts, and a corrected final statement. This matter has caused undue stress and threatens to impact my credit through no fault of my own.

      Business Response

      Date: 12/02/2024

      Dear *******,
      Thank you for reaching out and sharing
      your concerns. We sincerely apologize for the stress and frustration caused by
      the billing issues following your move-out from Unit **** at 100 Park Plaza.
      We have contacted the property team
      and their leadership to review your account and investigate the charges in
      question. A Greystar representative will reach out to you within 10 business
      days to discuss the matter further and work toward resolving your concerns.
      If there is any additional information
      you would like to provide, please do not hesitate to contact us.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:11/27/2024

      Type:Billing Issues
      Status:
      Resolved
      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 Account #: ********. I requested the property management personnel at Cypress Apartments in Seattle and early termination of my lease without penalty due to my disability under the federal Fair Housing Act. The property managers have agreed to this and I moved out in October 2024. However, Greystar has decided to add absurd charges to my account after I moved out and are demanding $12,923.02 of baseless charges. They have also stolen my security deposit of $500.

      Business Response

      Date: 11/27/2024

      Dear ****,
      Thank you for bringing this matter to our attention. We apologize for the difficulties you’ve experienced regarding the charges on your account and your security deposit following your move-out from Cypress Apartments in Seattle.
      We’ve escalated your concerns to the appropriate department for investigation. A representative from our team will contact you within 10 business days to address these concerns and provide further clarity.
      We appreciate your patience as we work to resolve this matter. If there is any additional information you’d like to share, please feel free to reach out.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:11/26/2024

      Type:Product Issues
      Status:
      Resolved
      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 11/25/2022, I submitted an apartment application for Residences at Westgate which managed by Greystar Real Estate Partners. The online application charged me for $606. The application fee was $106. Later on, I decided not to proceed with this application, and I withdrawn the application in Dec. 2022, and tried to get my $500 back. However, the leasing office only admitted the $106 application fee charge. I spoke with the Bank, bank shown me the charge was completed and there is nothing they can do. I have the bank statement showing the charge is $606.
      I just try to get my $500 back.

      Business Response

      Date: 11/26/2024


      Thank you for sharing your concerns with us. We sincerely apologize for the frustration you’ve experienced regarding the application fee and refund at Residences at Westgate.
      We have contacted the property team and their leadership to investigate your concern further. A Greystar representative will reach out to you directly within 10 business days to provide assistance.
      If you have additional details to share in the meantime, please feel free to let us know.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:11/21/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      9/20/2024- management taped a notice to our apartment door warning of a new fee that was going to be added to our bill for parking space and that they could do so per California Civil Code Section 827 (We are in our second 15 month lease)
      October 28, 2024--I Sent an e-mail about the new fee that was being imposed against the lease terms and that we did not have to pay for parking per our lease with evidence of lease terms and assigned parking spaces NO RESPONSE
      Nov 1st 2024--was charged this $150 fee without response from email.
      November 5th, 2024 sent a follow up email for resolution of issue, NO RESPONSE
      November 12th, 2024 sent a follow up email after we received an overdue notice on our door for the $150 parking fee that we don't believe should have been added. NO RESPONSE

      I do have More details in email that is too large to attach -

      At move in we were assigned 3 spaces, 3 parking fobs and 3 car registration stickers. The apartment complex is now saying that we were only supposed to have 2 parking spaces and that the third is a add on that we now have to pay for.
      in our lease / paperwork that we were given, it lists 3 spots with no stipulations or expiration of those parking allocations. We have been residents since ~09/2022.

      Business Response

      Date: 11/22/2024

      Dear *******,
      Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced regarding the parking fee at Neptune Marina Apartments.
      We have reached out to the property management team and their leadership to investigate the matter thoroughly, including reviewing your lease terms and the details you provided. A Greystar representative will contact you directly within the next 10 business days to address your concerns.
      If there is anything else you'd like to share in the meantime, please feel free to reach out to us.
      Sincerely,
      The Greystar Team

    Greystar is NOT a BBB Accredited Business.

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