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

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

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:11/11/2024

  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.

  Excessive Move-Out Charges and Unfair Treatment for ****** ****** and ****** ********
  Date: February 2024
  Location: Apartment #***, 2255 S 300 E
  Amount Paid: $3,900 (Early Termination Fee) + $125 (Cleaning Fee)
  Upon receiving the move-out statement, I promptly paid the $125 cleaning fee. However, I was subsequently contacted and informed that I owed an additional $1,845 in move-out charges.
  
  I spoke with Ms. Shin, who initially seemed understanding when I explained that these additional charges were excessive and unjustified. She acknowledged my concerns, assuring me she would reach out to The Zeller complex for clarification.
  
  Following this, Angela sent additional pictures, supposedly justifying the charges. Yet, upon reviewing these photos, it was clear that they did not support the fees they were trying to impose. When I raised this with her again, she only inquired about my “preferred payment method” for the balance, disregarding my request for a fair adjustment. Despite repeatedly agreeing that my claims were reasonable, she never offered a resolution.
  
  Now, after explaining in details to them by email, and leaving me without further notice or any attempt at mediation, I find myself sent to collections for a balance I do not rightfully owe. This handling is profoundly unfair. The property itself has significant cleanliness issues, including pet stains and unmaintained carpets. They expect me to pay for a “full carpet replacement” on my unit, even though my carpet only required standard cleaning—as shown in their own images.
  
  I urge you to also consider the property’s Google reviews, which reflect a similar pattern of unjust charges and mistreatment of tenants.
  
  In addition, after asking them, they are now claiming that they do not have my move-in checklist on file.
  Link with my pictures: ****************
  
  Attached also is my explanation to them about the charges.
  
  Thank you.

  Business Response

  Date: 11/12/2024

  Hello ******,
  Thank you for reaching out and sharing your experience with us. We’re sorry to hear about the difficulties you've encountered regarding the move-out charges and collections. We understand your frustration with this situation.
  We have contacted the property and leadership teams at The Zeller to investigate your concerns thoroughly. A Greystar representative will be in touch within the next 10 business days to follow up with you directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/11/2024

  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 currently live at 806 Channing Place NE, Apt ***, I moved in on January 5, 2024, the rent is $1910 a month plus water and sewage, with this utility, the rent would average around $1965-$1975, yet the rent is a different amount every month, not according to the Lease I signed, and the Property Manager refuses to let maintenance service any requests that I put in, my washer and dryer do not work properly, my oven doesn't work, the balcony door is broken, and I have a major pest problem, roaches, ants and spiders. I live next door to the trash room and the tenants here leave trash on the floor in the room and do not put the trash bags in the trash chute, the trash smells and lingers into my apartment next door. I want a refund of eight months rent.

  Business Response

  Date: 11/12/2024

  Hello *********,
  Thank you for reaching out and letting us know about the issues you've experienced. We apologize for the challenges with maintenance, pests, and variable charges you described.
  We've contacted the property management and leadership teams at your community to investigate these concerns. A Greystar representative will connect with you within 10 business days to address your experience.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/10/2024

  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.

  We live in a non-smoking apartment at Park 12 Collection in Downtown San Diego and for months have reported the smell of weed traveling through the vents which has made our unit smell so strongly all the time, as if I’m smoking it in my room. We can’t have guests over because they’ve gotten sick from the strong odor and we have been dealing with headaches and nausea.
  
  We reported this to apartment management, but they said we need to provide a photo or video of the person smoking weed for them to take action. This isn’t possible since we don’t even know exactly which neighbor is doing it, although it must be a neighbor either below or above us as people smoke outside on the balcony. The neighbors above us smoke as we have provided photo evidence of weed joints on our balcony to local management.
  
  Local management isn’t taking it serious, that is why we want corporate management involved as local management has not followed up or helped resolve the issue.
  
  Local management needs to send out strongly worded emails to all tenants about their NO smoking policy.
  
  Also local management and security can investigate by simply sniffing out the front door above or below your apartment, hallways and can tell where it’s coming from. It’s a strong smell that doesn’t go away that easily.
  
  I have also asked local management to look at the ventilation system to see who we share it with to no avail.
  
  The apartment has become unlivable and is affecting our health and our right to quiet enjoyment.

  Business Response

  Date: 11/12/2024

  Hello *******,
  Thank you for bringing your concerns to our attention. We’re very sorry to hear about the impact this odor issue has had on your comfort and health. We understand your concerns regarding the non-smoking policy enforcement and the difficulties you've faced.
  We have contacted the management and leadership teams at Park 12 Collection to investigate your concerns fully and to address the situation. A Greystar representative will reach out to you within the next 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/07/2024

  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.

  To whom it may concern,
  
  I am writing to formally address an issue concerning my October rent payment and to request prompt assistance in resolving the matter.
  
  On October 2, 2024, I provided a cashier's check in the amount of $1,499.57 to the Wyldewood Gosling Management team as payment for my full rent. This payment was consistent with my previous submissions over the past two years of residency. However, I was informed that checks are no longer an accepted form of payment and that online payment was required.
  
  Following this, I registered my card online and promptly submitted a payment for the same amount. On October 5, 2024, I was notified by the management team that my payment had been declined, resulting in a $75.00 fee, without any explanation as to why the payment was unsuccessful. During an in-person visit to the office to discuss the matter, the complex manager and an additional staff member exhibited unprofessional conduct and showed no interest in acknowledging that I had hand delivered a check days earlier for the total rent due, and that this was a mistake.
  
  I have reached out to Greystar through their online messaging system on October 4, 2024, October 8, 2024, and October 15, 2024, but have not received any response. This lack of communication and disregard for my situation has compelled me to seek legal advice. While the financial aspect is important, this matter is fundamentally about the principle of fair treatment and accountability, and I am not the only resident with these types of complaints.
  
  I have also attached the payment in question as evidence.
  
  I am requesting that someone from your team contact me at your earliest convenience to discuss and resolve this issue.
  
  Thank you for your prompt attention to this matter.
  
  ******** Hill

  Business Response

  Date: 11/08/2024

  Hello ********,
  Thank you for reaching out and letting us know about the issues with your October rent payment and your experiences with the Wyldewood Gosling team. We apologize for the challenges you’ve encountered in getting a response and for any unprofessional behavior you've described. We've connected with the property management and their leadership to investigate this situation. A Greystar representative will reach out to you directly within 10 business days to discuss your billing concerns and work toward a resolution.
  Thank you for your patience as we address this matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/07/2024

  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.

  To Whom It May Concern,I, ******** *****, a resident of Esteban Park Apartment ***, am filing this formal complaint regarding the ongoing and unresolved fire alarm disturbances in my building, which have caused significant distress to both me and my elderly grandmother. Despite multiple attempts to address the issue directly with property management, the situation remains unresolved, severely affecting our health, safety, and quality of life. I am seeking assistance from the Better Business Bureau (BBB) to ensure that management takes prompt action to resolve these issues.

  Business Response

  Date: 11/08/2024

  Hello ********,
  Thank you for reaching out to us about the fire alarm disturbances in your building. We apologize for the distress this has caused you and your grandmother. We have shared your concerns with the management team at Esteban Park Apartments and their leadership to investigate the issue. A Greystar representative will contact you directly within 10 business days to discuss your request for accommodations and work toward a solution.
  Thank you for bringing this to our attention, and we appreciate your patience as we address this matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/06/2024

  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 formally express my concerns regarding the handling of my tenancy and deposit refund following the tornado that impacted my apartment at Pros at Hardy. A atornado struck the apartment complex, causing significant damage to my unit, including a hole in the ceiling. As a result, management required fourteen tenants to relocate. Unfortunately, I was the last tenant notified, and no alternative units were available by the time I was contacted. This left me with no choice but to vacate the apartment on only three days’ notice, and I moved out by June 4th.
  
  Despite multiple attempts to communicate regarding my deposit refund, I have yet to receive any response or follow-up from the management team. Since my move-out, I have called and emailed consistently, hoping for assistance with my deposit but have not received any acknowledgment or information regarding the status of my refund.
  
  The lack of communication and resolution in this matter has left me with no alternative but to file this complaint with the Better Business Bureau to seek a timely and fair resolution. I respectfully request that management respond to this matter promptly and process the return of my deposit as required by law.
  
  Thank you for your attention to this issue.

  Business Response

  Date: 11/07/2024

  Dear ******,
  Thank you for reaching out and letting us know about the challenges you faced. We apologize for the lack of communication regarding your deposit after your move-out from Prose at Hardy Yards in Houston, following the tornado-related damage. We have notified the property team and their leadership to investigate this issue, and a Greystar representative will contact you within 10 business days to discuss your deposit refund.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/06/2024

  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.

  I lived at Georgia Heights, a Greystar-owned complex in Athens, GA, from August 2022 to July 2024. On August 17, 2024, I was notified that I owed Greystar Receivables $1,000 for damage to the prefurnished armchair and couch provided in the apartment. I contacted the community manager at my complex to request an explanation for these charges. I had noted damage on the cushions on my move-in date and was charged for the replacement of the armchair and couch instead of just the additional damage to the cushions.The community manager informed me that I needed to contact the Accounts Receivables department. A customer care representative assigned my case to Jeffrey A******, forwarding my email to him, and stated he would respond at his earliest opportunity.I did not receive a response directly from Mr. A****** regarding my request for an explanation of the charges or to follow up on my offer to provide documentation of the condition of these items during my move-out. I continued to receive reminders from him about my outstanding balance. On October 24, 2024, I was informed that my balance might be sent to a third party for further collection efforts if not resolved.On November 5, 2024, I paid off the balance, totaling $1,008 after processing fees, to avoid being sent to collections. However, I still did not receive an explanation as to why I was responsible for this balance when the damage to the cushions was the only issue with these pieces of furniture, and I had documented the damage when I moved in. In every reminder about the balance received from Mr. A******, I was instructed to contact him either by phone or through a toll-free number. When I attempted to call what was listed as his direct number, I was never able to reach him, and the toll-free number had employees who said they were unable to provide this information and that I needed to contact my case specialist.

  Business Response

  Date: 11/06/2024

  Hello ******,
  Thank you for reaching out regarding the charges for furnishing damages at Georgia Heights. We apologize for any difficulty you experienced in getting an explanation for these charges. We have contacted the property team and the relevant department to review the charges. A Greystar representative will follow up with you directly within 10 business days to provide further clarification and address your concerns.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/05/2024

  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.

  Overture Apartments refused to agree to a walk through on lease move out day. Even after professional cleaning, they charged me a $260 cleaning fee on top of my last water bill. I agree to pay the water bill, but not the cleaning. Ryan Hunsucker later received the pristine photos we took on move out day and agreed to get the cleaning charges removed by Greystar corporate office on October 28th. I was advised to call Greystar the next week to pay the remaining charge, but Greystar said they never received anything. Ryan Hunsucker says it's not his fault, but I'm considered to be behind in making this final payment.

  Business Response

  Date: 11/06/2024

  Hello *****,
  Thank you for reaching out to us regarding the move-out cleaning charge at Overture Apartments in Daniel Island. We apologize for the inconvenience and the delay in resolving this matter. We have contacted the property and the relevant team members to investigate the charge. A Greystar representative will follow up with you directly within 10 business days to address your concerns about the billing adjustment and your credit report.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/05/2024

  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.

  Subject: Request for Correction of Credit Report – Incorrect Reporting of Lease Termination by Greystar (2200 Apartments)
  
  Dear BBB, I am writing to formally request assistance in correcting an error on my credit report concerning my lease with Greystar (2200 Apartments). Greystar has inaccurately reported to the credit bureaus that I broke my lease, which is incorrect.
  
  To clarify, I gave proper notice to vacate on April 2, 2022, as required, and moved out on June 1, 2022, fulfilling all terms of my lease. I have attached documentation, including a snapshot of the text message exchange with Samone C****** (property manager), who confirmed the receipt of my notice.
  
  In addition, I sent the information by overnight mail in which I paid $185.45 as requested by Greystar to cover painting and carpet damage, as reflected in their final statement. This payment was accepted, further indicating that my lease obligations were met.
  
  I am respectfully asking that the BBB assist me in reaching a resolution with Greystar to correct the information they reported to the credit bureaus. This erroneous report has affected my credit, and I wish to have it corrected as soon as possible.
  
  Thank you for your attention and assistance with this matter. Please do not hesitate to contact me should you need further information at ###-###-####.
  
  
  Attachments: (1) Text message exchange with Samone C****** (acknowledgment of notice to vacate) (2) Statement from Greystar showing payment of $185.45 for painting and carpet (3) Letter that I sent to Greystar

  Business Response

  Date: 11/05/2024

  Hello ****,
  Thank you for bringing this to our attention, and we’re sorry for any issues this reporting has caused. We have contacted the team at 2200 Apartments and their leadership to investigate this matter further, and a Greystar representative will be in touch with you directly within the next 10 business days to address your concerns and work toward a resolution.
  Thank you for your patience as we look into this for you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/04/2024

  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.

  My wife and I rented an apartment at the Quincy for the last four years. After the end of our lease and giving the proper 60-day vacation notice, we were shocked to find out that the Quincy has charged us double the amount of rent in the last month. We were paying through the website portal, and we had autopay on. So, we only noticed after the transaction has been completed.
  This was unauthorized charge by the Quincy for no reason.
  We had a lot of back and forth with management by email and on the phone and we requested that they refund us for the money they charged us plus the security deposit. Finally, they acknowledged the mistake and send us the statement that shows they owe us a total of $7,133.03 (attached). However, they haven't pay us the amount due for more than two months and every time I contact them, they say it is being mailed, or it will arrive this week and nothing happen.
  We did not receive anything as of 10/14/2024.

  Business Response

  Date: 11/04/2024

  Hello *******,
  Thank you for sharing your concerns with us. We apologize for the difficulties you've encountered with the double charge in your final month at The Quincy and the delay in processing your refund. We have contacted The Quincy team and their leadership to investigate this further, and a Greystar representative will reach out to you within 10 business days to address your concern directly.
  Thank you for your patience, and please let us know if there’s anything else we can assist you with.
  Best regards,
  The Greystar Team