Complaints

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

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• 

  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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:11/21/2024

  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.

  This business advertised a free application fee, but when
  applying to the apartment as a new resident, the application
  fee was still applied to my account. I was advised to pay the
  application fee in the interim, and would later receive the
  application fee refunded to me. Once my payment was made
  I requested my refund to where I was told the refund had
  already been processed. This payment was made in June
  2024. We are now in November 2024 and there has since
  been no refund, I have visited the place of business and
  emailed at least 10 times since then to request this refund to
  no avail . on many of my communications with this business
  and these individuals, they have confirmed that they will
  send the refund and that it is being processed, but I have
  never received the refund after many times told to wait. I paid $235 on June 8,2024

  Business Response

  Date: 11/21/2024

  Dear Ms. *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced regarding the refund of your $235 application fee at Lenox Reserve.
  We have contacted the property team and leadership at Lenox Reserve to investigate your concern thoroughly. A Greystar representative will be in touch with you within 10 business days to address your situation and follow up directly regarding your refund.
  Thank you for your patience and for allowing us the opportunity to resolve this matter for you.
  Sincerely,

• Initial Complaint

  Date:11/20/2024

  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.

  In June 2024, my wife and I moved out of our apartment at GreyStar Novel Apartment Residence after nearly three years of tenancy, from August 2021 to June 2024. Throughout our time there, we consistently made on-time rental payments. However, following our move-out, we encountered an ongoing issue with GreyStar.
  
  Not only did we experience one apartment transfer, but we also dealt with numerous leaks—around a dozen incidents—that caused significant health issues for both my wife and me, as well as our cat. We believe these issues were caused by mildew or mold resulting from the leaks, which exacerbated our allergies.
  
  We were recently informed that we owe an additional $165.65, which was both unexpected and frustrating. Not only did we not receive our security deposit, but we are now being harassed with repeated attempts to collect this amount. The account number associated with this dispute is ********.
  
  For over three months, I attempted to contact the Accounts Receivable Department at GreyStar through email, mail, and phone, but received no response. The first form of communication I received was an invoice sent today, November 20th, 2024. The invoice claims it was sent multiple times, yet it bears today's date. This inconsistency is unprofessional and concerning.
  
  Despite reassurances from GreyStar that the matter was resolved, we have received calls from multiple debt collectors demanding the $165.65. This situation has caused significant stress and contradicts the information we were provided. We are frustrated by the continued harassment and broken promises.
  
  It is disheartening to be in this situation after having been responsible tenants who endured apartment transfers, recurring leaks, and health issues due to mold. The lack of communication from GreyStar only adds to our frustration.

  Business Response

  Date: 11/21/2024

  Dear ****,
  Thank you for taking the time to share your concerns about your experiences at Novel Apartment Residence. We sincerely apologize for the stress caused by the ongoing billing issue and the health concerns you and your family faced during your residency.
  We have reached out to the Novel Apartment Residence team and their leadership, as well as the relevant departments, to investigate this matter thoroughly. A Greystar representative will contact you within 10 business days to discuss your concerns, including the disputed charge, credit reporting, and collection calls.
  We appreciate your patience as we work to resolve this for you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/20/2024

  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.

  For the last several month, Greystar property (Inscribe Apartments) has resorted to the unscruptulous practice of adding random fees to my monthly statement ledger in hopes that I pay the added amounts without checking my itemized bill. I have haggled with them over the last few months to remove these random fees from my account, but each month they continue to either duplicate my utility charges or charge me an additional $15 for insurance, which I have current and in compliance with another company. Not only are these unfair and bad billing practices a hassle to deal with each month, but they appear to be fraudulent. How many residents at Inscribe Apartments alone have they duped out of EXTRA money each month due to these random additional charges they continue to tack on to the already unusually HIGH rent, and added fees for the unreliable services of trash and internet?

  Business Response

  Date: 10/07/2024

  The following tenant did not provide proper renters insurance document at move in and was advise of the adjustments needed and took two months to complete. The insured address was incorrect and the other lease holder was not shown on the policy as required. Due to this the tenant was charged $15 of a renters insurance since the system read it as an incorrect policy. The tenant has also never been charged duplicate utility fees, here at Inscribe we use conservice which is a third party who distributes water/sewer charges to residents ledger. Ms. ***** has already been told that the conservice statement she sees monthly prior to the first is just a courtesy to let her know what her billing will be. Conservice posts this amount on her ledger a couple days prior to the 1st and she assumes its just duplicate charges. This tenant has been provided all proof of her lease charges and required of her policy on numerous occasions and still doesn't comply. I have attached all addendums needed as proof for this complaint. 

  Customer Answer

  Date: 10/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The agents of Greystar Property Management (aka, Inscribe Apartments) continue to be untrustworthy in their unscrupulous business practices. They a appear to have created a scam to mislead and try to deceive residents to for personal gain. They then lie and deny to coverup their fraudelent practices. They have given Bob F**** and Greystar Property Management a bad name. Their acts are not only bad--they are criminal. And they need to be held accountable.

  I have attached a copy of my records as proof. If you need more detail information and an explaination of these records (to include a copy of my insurance policy), let me know.

  Upon a recent review of my payment history ledger, I discovered I was charged multiple times for insurance, when I in fact had the proper coverage from day one.

  When I wage a complaint about the additional monthly charges placed on my account ledger, they resort to gaslighting and retailiation tactics such as harassment and intimidate by leaving threatening notices on my door. When asked about these threatening notices--- they become silent. 

   

  Not only have they refused to reverse the fraudulent charges placed on my account, but they have now resorted to the daily intrusive invasion my personal privacy through wifi monitoring. This constant wifi interference and monitoring through their forced-use, yet insecure network has caused my PII to be leaked on the Dark Web over 12 times in the month of August alone. This data leak (which they take no accountability for) has caused me personal harm, because it has resulted in my credit score dropping by over 40 points. Can you imagine that?! Thus, I  have filed a separate complaint regarding this illegal activity and issue with the FCC.

  Finally, I have requested that Inscribe Apartments (Greystar) refund the additional $45 they  fraudulently charged my account in February and March of this year. As of this response, they have NOT issued a credit or REFUND.
  
  
  
  Sincerely,
  
  
  
  ***** * *****

  Business Response

  Date: 11/21/2024

  Dear *****,
  Thank you for sharing your concerns with us regarding your experiences at Inscribe Apartments. We sincerely apologize for the ongoing issues you’ve experienced with your monthly statements, including the duplication of utility charges and additional insurance fees.
  We have reached out to the Inscribe Apartments team and their leadership to investigate this matter further. A Greystar representative will contact you within 10 business days to discuss your concerns directly and provide any necessary follow-up.
  Thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/20/2024

  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 moved out from Revo apartment on 11/12/2024. And they charged us for almost 600 dollars move-out fee. $200 cleaning fee, $201 Prorated Paint Use. Original Invoice $345(according to them it is the fee for cleaning the wall, and they just charged a part of $345 which is $201, totally no idea where this number come from, and I don't quite remember we did anything terrible to the wall deserve $200), besides $84 painting material fee. I don't think those fee are reasonable as a 2b2b apt, and please give us a respond as soon as we could, because the Greystar says it will affect our credit.

  Business Response

  Date: 11/20/2024

  Dear **** *****,
  Thank you for sharing your concerns regarding your move-out charges at Revo Apartments. We apologize for any inconvenience or confusion regarding the fees assessed.
  We have contacted the property and their leadership team to review your concerns thoroughly. A representative from Greystar will reach out to you within 10 business days to discuss this matter further.
  If you have any additional questions in the meantime, feel free to let us know.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/19/2024

  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 am writing to file a formal complaint against The Haven at Mansfield Apartments regarding their failure to fulfill a promised $750 referral fee. In May 2024, a new tenant whom I referred submitted my name as part of their referral process. On June 21, 2024, I completed all necessary documentation, including the W-9 and referral forms, as required by the property.
  
  Since that time, I have made multiple attempts to follow up on the status of the referral payment through email correspondence with their staff. Each time, I was informed that the payment had been submitted and that I should expect to receive it within two weeks. Despite these assurances, I have yet to receive the payment, and my inquiries have gone unresolved.
  
  I have maintained detailed email chains to support my claims and validate the timeline of my complaint, which I have included below for your review.
  
  I kindly request your assistance in facilitating a resolution to this matter. I am seeking the fulfillment of the $750 referral fee as initially promised, along with a formal acknowledgment from The Haven at Mansfield Apartments regarding this issue.
  
  Thank you for your attention to this matter, and I look forward to your response.
  
  Sincerely,
  ******** ********

  Business Response

  Date: 11/20/2024

  Dear ******** ********,
  Thank you for sharing your concerns with us. We sincerely apologize for the delay in fulfilling the $750 referral payment you were promised by The Haven at Mansfield Apartments. We understand how frustrating it is to experience delays despite completing all required steps and following up multiple times.
  We have contacted the property team at The Haven at Mansfield Apartments and their leadership to investigate your concerns. A Greystar representative will reach out to you within 10 business days to follow up directly regarding this matter.
  Thank you for your patience as we work to resolve this issue.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/18/2024

  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.

  My apartment application was denied and was told my holding fee would be refunded. I was told I would receive an email with my refund within 30-60 days. I have not received the refunds for myself and my daughter who was supposed to be renting also. I was then told it would be 30-60 business days for the refund. Nobody in the office has any information and does not know how to contact their corporate office. I have sent several emails demanding the refund and made phone calls. I have tried to contact Greystar at the number listed on BBB and it rings a few times and disconnects.

  Customer Answer

  Date: 11/18/2024

  Prose at Prairie apartments 

  Business Response

  Date: 11/19/2024

  Dear *****,
  Thank you for sharing your concerns with us. We sincerely apologize for the inconvenience you have experienced regarding the refund for your application at Prose at Prairie Apartments. We have contacted the property and their leadership team to investigate this matter further. A Greystar representative will be reaching out to you directly within 10 business days to assist with resolving your concern.
  We appreciate your patience and understanding as we work to address this issue promptly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/18/2024

  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.

  Security Deposit Refund for 101 Center Apartment
  
  
  I am writing to follow up on my ongoing concern regarding the refund of my security deposit for the apartment I rented at 101 Center in Arlington. I moved out in July and, despite multiple attempts to resolve this issue, I have not received my refund or clear communication.
  
  The last time I reached out was about three weeks ago via a ****** review, where I was informed that the refund was supposedly sent and was in the postal office. However, it does not make sense that it would take three weeks to arrive, especially without any tracking information.
  
  I also sent an email requesting clarification about the total refund amount and the tracking number for the payment, but I have not received any response. This lack of communication is both frustrating and unacceptable.
  
  Per Texas law, security deposits should be returned within 30 days of move-out, along with an explanation of any deductions.
  
  Sincerely,
  ****** **
  ***********@gmail.com
  560 D, 101 center, Arlington

  Business Response

  Date: 11/18/2024

  Dear ****** **,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in resolving the refund of your security deposit for your apartment at 101 Center in Arlington.
  We have reached out to the property management and leadership teams at 101 Center to investigate this matter promptly. A representative will contact you within 10 business days to provide an update and address your concerns regarding the refund amount and payment tracking.
  We appreciate your patience, and we are committed to resolving this issue as quickly as possible. Should you have any further questions, please feel free to let us know.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/18/2024

  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 not liable for this debt with The Vineyards at Hammock Ridge. I do not have a contract with Genesis Credit Management. They did not provide me with the original contract as requested.

  Business Response

  Date: 11/18/2024

  Dear ***** ******,
  Thank you for sharing your concerns with us regarding the debt associated with The Vineyards at Hammock Ridge. We apologize for the inconvenience this has caused.
  We have contacted the leadership team at The Vineyards at Hammock Ridge to investigate your concerns and ensure this matter is reviewed. A representative from our team will reach out to you within 10 business days to address your concerns.
  If you have additional questions in the meantime, please don’t hesitate to let us know.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/18/2024

  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.

  Unauthorized withdrawal from checking account for September 's rent even though payment for September's rent was paid in advance. I was charged a $100 NSF.When November's rent was paid throughresidentsportal, rent was not presented to my bank. Management made statement that my bank information was not located. Management never notified me of problem concerning information being lost. I was charged $193 NSF FEE and locked out the computer so payment could not be resubmitted.

  Business Response

  Date: 11/18/2024

  Dear ******* *****,
  Thank you for bringing this matter to our attention. We apologize for the frustration and inconvenience caused by the unauthorized rent withdrawals, associated fees, and issues with the resident portal.
  We have contacted the leadership team at Dalian Monterrey Village Apartments to review your account and investigate the concerns you have outlined. A Greystar representative will follow up with you directly within 10 business days to address this issue and provide clarification.
  We appreciate your patience while we work to resolve this matter. Please feel free to reach out if you have additional details you would like to share.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/16/2024

  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.

  My partner and I signed a lease with Greystar Hyde Square approximately a year ago. There was confusion regarding the lease end date, as two separate documents provided conflicting information. One form stated the lease ended on the 2nd, while another indicated the 3rd. Unfortunately, this discrepancy led us to mistakenly stay until the 3rd.
  
  Despite this misunderstanding, we have now been charged:
  
  A reletting fee
  Base rent
  Painting costs
  Cleaning fees
  The total charge is $4,575.33, which feels unjustified and excessive. We left the property in the same clean condition as we found it, with no damages or scratches to necessitate repainting. These charges seem unreasonable, particularly given the confusion surrounding the lease end date and our efforts to maintain the property.

  Business Response

  Date: 11/18/2024

  Dear **** *** *********,
  Thank you for sharing your concerns with us. We sincerely apologize for any confusion caused by conflicting information regarding your lease end date and for any frustration stemming from the charges assessed at move-out.
  We have contacted the leadership team at Hyde Square to investigate your concerns and review the circumstances surrounding your move-out charges. A Greystar representative will reach out to you directly within 10 business days to discuss the matter further and address your concerns.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this issue. If you have additional details you’d like to share, please feel free to let us know.
  Sincerely,
  The Greystar Team