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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

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:11/04/2024

  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.

  On October 5th, my 4 year old daughter, partner and I were displaced after our apartment received water damage from a burst hot water heater two units above us.
  
  We have been living in a hotel while constantly running into roadblocks and resistance. The fire department told us that we needed to evacuate as they were concerned about the ceilings collapsing and that we needed to demand mold testing.
  
  Greystar told us that they wouldn’t mold test after initially telling us they would. Once the health department got involved, they told us they would mold test and pay for our hotel expenses once our insurance ran out for living expenses.
  
  After being at the hotel for a few weeks, we stopped by the apartment to check the status and found that both of our doors were left unlocked. Our apartment is on the ground level with access from the sidewalk. Greystar apologized and sent us a $200 gift card. We asked what the plan would be to ensure that this didn’t happen again and she told us that maintenance would check the doors at 5:40pm each evening. Less than a week later, we found the patio door unlocked around 9:00pm and a box of jewelry had been ransacked, with four pieces of jewelry missing. These items belonged to my mom who just passed away on August 30th from lung cancer. We filed a police report and notified Greystar.
  
  I am also a cancer survivor and take a daily medicine to prevent recurrence. A vendor or maintenance member turned the heat to 89 degrees in our unit. My medicine refills were on the apartment and had to be discarded. I had to spend hours over a two day period work in with my oncologist, insurance company and pharmacy to get approval for emergency replacement of the medication.
  
  When they told us we could move back in on 10/31, we found the unit in worse condition than when we left. Nothing was boxed or covered during the repairs. Our belongings are covered in debris and dust. They are refusing to replace or professionally clean our items.

  Business Response

  Date: 11/04/2024

  Hello *********,
  Thank you for sharing your concerns with us. We apologize for the challenges and disruptions you’ve encountered due to the water damage in your unit at 28 Southfield Ave. We understand the difficulties this situation has caused and regret any inconvenience experienced during this period.
  We have contacted the local property team and their leadership to review the issues, including mold testing, security measures, and the handling of your belongings during repairs. A Greystar representative will be in touch within 10 business days to discuss this further with you.
  Thank you for your patience as we work to address these concerns.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/04/2024

  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 moved in during April 2024 and, within the first month, began experiencing issues with receiving consistent hot and cold water. Although maintenance has come several times to address the problem by working on the valve, the issue persists. Occasionally, when maintenance checks the water, there is hot water running; however, it remains unpredictable, and hot water is often unavailable in the mornings.
  
  On October 22, 2024, I placed another maintenance request regarding the ongoing hot and cold water issue. A maintenance worker inspected the showers and confirmed that hot water was running, suggesting that recent work on the boilers could be the cause. However, the following day, there was no hot water available. Maintenance returned and determined that the valve was not functioning properly and the pieces had to be ordered. They shut off the cold water supply in one of the restrooms, citing crossed water lines as the problem. In the other restroom, the issue continued. The maintenance worker mentioned that a part needed to be ordered for replacement. However, in one restroom, the issue persist, and then the other restroom we had scourging hot water.
  
  On October 28, 2024, I had to reach out again due to a lack of follow-up from maintenance. That day, another worker visited and stated that the pipes needed to be repaired and would be removed. When asked which day someone would be home in the morning, I confirmed that Friday would work. On November 1, when no one was present, I soon received a voicemail. I called back to inform them that they could enter the apartment, but management informed me that the appointment was canceled, and I was being charged an $80 fee, which I had not been advised of previously. To date, no solution has been provided for the persistent issue of not having functional hot and cold water.

  Customer Answer

  Date: 11/04/2024

  Reanna S***** is the property manager (Norwalk Metropointe)

  (Headquarters) CHARLESTON
  465 Meeting Street, Suite 500
  Charleston, SC 29403
  843.579.9400
  

  
  

  Business Response

  Date: 11/05/2024

  Dear *******,
  
  Thank you for sharing your concerns with us regarding your experience at Norwalk Metropointe. We apologize for the ongoing issues you've faced with the hot water and any confusion surrounding maintenance fees. We have contacted the property and their leadership team to investigate this matter, and a Greystar representative will follow up with you directly within 10 business days to address the ongoing repairs and your billing concerns.
  
  Thank you for your patience as we work to resolve this matter.
  
  Best regards,
  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.

  Upon moving out of Espria Apartments in Houston, I received a $100 cleaning fee despite leaving the apartment clean. When I called the office to inquire about the fee, the leasing agent that answered the phone could not even tell me why the fee was applied to my apartment or what was left unclean in the apartment. The leasing agent gave me the email address and phone number to an accounts person by the name of Alicia. I emailed with documented evidence of photos and a video walking through the apartment prior to the keys being returned and received no response. I called Alicia and the phone is busy no matter what time of day you call and after numerous days of calling. I also copied the regional manager. No one has returned my emails.
  
  I called the corporate office and the phone is an automated system. I asked to speak to an operator and it just loops back to the same recording of the automated system.
  
  When I informed the office two months prior as designated by the lease terms, I indicated on the form that I did not want to pay for them to clean the apartment on my behalf. It seems like Greystar just does what they want with no justification for doing so in order to make money even when there are not any damages.

  Business Response

  Date: 11/04/2024

  Hello ******,
  Thank you for reaching out to share your experience. We apologize for any frustration and lack of clarity regarding the $100 cleaning fee following your move-out from Espria Apartments. We understand your concern and appreciate the documentation you’ve provided.
  We have connected with the property team and their leadership to investigate this matter and ensure you receive a response. A representative from Greystar will contact you within 10 business days to discuss the issue further.
  Best regards,
  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.

  Complaint Summary:
  I am filing this complaint regarding an unjust charge for floor replacement by Mezzo Kirby Med Center. Upon vacating on August 9, 2024, I was charged $1,335.29 for living room floor replacement, resulting in the withholding of my $650 security deposit and an additional demand for payment. According to Texas Property Code § 92.104(b), tenants should not be charged for normal wear and tear, which I believe applies here.
  
  Details of Complaint:
  
  Condition of Floor:
  When I moved out, I documented the living room floor via video, showing it in normal condition with reasonable wear. Mezzo Kirby Med Center later provided photos from August 12, 2024, highlighting scratches. I believe these scratches were exaggerated by lighting conditions: my video was taken with the curtains open, while their photos were taken with the curtains closed, creating shadows that intensified the scratches’ appearance. Even in their photos, the scratches appear purely cosmetic, with no impact on floor functionality.
  
  Failed Resolution Attempts:
  During our communication, I proposed covering repair costs for the scratched areas alone. However, Mezzo Kirby Med Center’s itemized bill called for the complete replacement of 358 square feet—1.77 times the 201.96 square feet of the living room. The scratches affected only a small portion of the floor, and standard repair for cosmetic scratches would involve a vinyl repair kit or seam sealer, not full replacement. I also requested a second opinion, but this was denied.
  
  Request:
  I am seeking a full refund of the wrongfully charged amount. Mezzo Kirby Med Center’s refusal to address my concerns suggests potential bad faith withholding, which under Texas Property Code § 92.109 could entitle me to up to three times the withheld amount.
  
  I ask for the Better Business Bureau’s assistance in obtaining the refund of my security deposit and holding Mezzo Kirby Med Center accountable for these unfair tenant practices.

  Business Response

  Date: 11/04/2024

  Hello *****,
  Thank you for reaching out regarding your concerns with the move-out charges at Mezzo Kirby Med Center. We apologize for the frustration this situation has caused. We have contacted the property management team and their leadership to review the details of your account and the charges associated with the floor replacement. A representative from Mezzo Kirby Med Center will reach out to you within the next 10 business days to discuss your concerns and provide an update.
  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.

  See attached pdf for timeline of events and proof.
  
  I was billed an unreasonable amount of move-out charges. I paid all "normal" charges immediately (cleaning, painting of walls. leftover utilities), but they claimed that I put over 80 anchor holes in the wall and that is simply not true. I rejected the charge, to get the number adjusted (I had very few holes in the wall to put up 3 curtains and a handful of pictures). The they adjusted the number to 72 holes and added new charges to the bill. Where are the new charges coming from? And 72 is still way too high. Company stopped responding to me and send me to collections. I tried disputing with them as well. but they belong to Greystar and won't do anything. I am more than willing to pay for the very few holes I put in the wall, but what they are charging me is untrue and with the way they have been treating me I am feeling scammed. The worst part is that they refused to do a final walk through with me on my move-out day, even though I requested it. Please help.

  Business Response

  Date: 11/04/2024

  Hello ******,
  Thank you for reaching out and sharing the details of your concern. We apologize for the experience you've had regarding your move-out charges. We have contacted the property team and their leadership to review your charges and the documentation you provided. A representative from the property will reach out to you within the next 10 business days to discuss and address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/03/2024

  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 lodge a complaint against Prime Apartments for their inadequate response to a serious mold issue in my apartment. Despite numerous attempts to resolve this directly with management, the problem remains unaddressed, resulting in multiple health issues and extensive damage to my personal belongings.
  
  Since June of 2024 my unit at Prime apartments unit 353 I have noticed a persistent mold problem. Over time, this issue has led to significant health concerns, as both my family and I have experienced repeated illnesses. My daughter has contracted strep throat twice, and I have also been unwell on multiple occasions. My apartment complex management has refused to test for mold, forcing me to pay for two independent tests myself, both of which confirmed the presence of mold.
  
  In response to my complaints, management placed a dehumidifier in my apartment for one week, attempted to paint over mold-affected areas, and re-caulked the shower, none of which have addressed the underlying issue. No further action has been taken, despite my repeated requests. As a result, hundreds of dollars’ worth of personal items — including furniture, clothing, shoes, and even my bed — have been damaged by mold growth.
  
  This ongoing neglect is unacceptable and poses a serious health and safety risk. I am requesting that the BBB intervene and encourage Prime Apartments A Greystar Community to conduct a professional mold remediation process and to implement proper measures to prevent future issues. Additionally, I believe compensation is warranted for the damage to my property and the health risks my family has endured.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 11/04/2024

  Hello ******,
  Thank you for sharing your concerns with us. We apologize for the issues you’ve experienced with the mold situation in your unit at Prime Apartments. We have contacted the property management team and their leadership to review this situation thoroughly. A representative from Prime Apartments will reach out to you within the next 10 business days to discuss and address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/03/2024

  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 daughter and I turned in her keys to her apartment. They claim we did not. They could see to exchange on video and say the only way to prove that we did turn them in is to provide a receipt that they never gave us. It has happened to multiple other kids at this apartment designed to house college bids at ASU. It is a scam that works as follows:
  
  1- kids turn in their keys at the end of their lease at The District on Apache. I saw my daughter do this. I was there. There was a video in the lobby that would show it.
  2- They were not given a receipt. Nor did they know they needed one.
  3- They receive a notice that they owe $1000 for the key.
  4- They are asked for the receipt which they were never provided.
  5- They are fined $1000.
  6- Greystar and the District sell the debt to a collection agency.
  7- Greystar and the District continue to blame each other and the college student is harassed and bullied by the debt collection agency Genesis. Even after an attorney is involved Genesis continues contacting the young student.

  Business Response

  Date: 11/04/2024

  Hello *********,
  Thank you for reaching out regarding your daughter’s experience with the key return process at The District on Apache. We apologize for the frustration this has caused. We have contacted the property management team and their leadership to review the circumstances surrounding the key return and associated charges. A representative from the property will reach out to you within the next 10 business days to discuss your concerns and the next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/03/2024

  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 moved into Advenir at Mallory Lake in May of 2024. I referred my relative who also moved in May of 2024. I was promised a $500 referral fee after 30 days of my relative living in the unit. I’ve signed a document advising that I would get it and a w9 form. I have yet to get the referral fee and feel my personal information has been used in a fraud situation. Please investigate the status of all my signed forms and the referral fee.

  Business Response

  Date: 11/04/2024

  Hello ******,
  Thank you for bringing your concerns to our attention. We apologize for the delay with your referral fee at Advenir at Mallory Lake. We have contacted the property management team and their leadership to review the status of your referral fee and the documents you submitted. A representative from Advenir at Mallory Lake will reach out to you within the next 10 business days to provide an update.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/02/2024

  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 resided at Stadia Med Main located at 9330 Main St Houston, TX 77025 until my lease ended on September 6, 2024. On September 10, I received a final move-out statement from the assistant property manager, along with instructions to make a payment through the Pay Ready website. On September 15, I requested an account number from the assistant property manager to proceed with payment. The next day, I was informed that all further inquiries should be directed to the Accounts Receivable department. On September 18, I received a voicemail from Kristen T****** in Accounts Receivable, explaining that my account was inactive and would not have a due date until it became active. I was advised that I would be sent a final balance once activation was complete. On September 25, I emailed Accounts Receivable again for an update, and Kristen T****** responded the same day, confirming that my account was still inactive and was being processed in the order received. Then, on October 21, I received an automated email from ********@portal.online, directing me to pay online through Pay Ready; however, the website only displayed a PDF of the statement with no option to submit payment. Since then, I have been unable to contact their office by phone or email to receive assistance in completing the payment. When contacted during business hours, they automated message states no one is available to take the call and a voicemail must be left. Voicemails and emails were sent on 10/31 and 11/2. I would like this to be resolved by the company returning my calls and/or emails with a proper way to pay to avoid collections activity.

  Customer Answer

  Date: 11/04/2024

  The business has contacted me and this matter is resolved. 

• Initial Complaint

  Date:11/02/2024

  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.

  We resided at 101 Center Apartments in Arlington, Texas, for two years. Throughout our stay, the management consistently ignored our requests, showing a lack of responsiveness to tenant needs, especially concerning pest control. Three months after moving out, on 10/30/2024,we received a move-out statement, violating Texas state law, which requires landlords to provide an itemized statement and security deposit refund within 30 days. In this delayed statement, we were charged $1,400 for a two-seat couch, even though the initial move-out information listed the replacement cost as $500. Additionally, there was an $800 charge for pest control services. This charge is especially frustrating given that management repeatedly ignored our multiple maintenance requests for pest control during our tenancy, and no pest control services were performed.

  Business Response

  Date: 11/04/2024

  Hello *******,
  Thank you for bringing your concerns to our attention. We apologize for the issues you’ve encountered regarding your move-out charges at 101 Center Apartments. We have contacted the property management team and their leadership to review the circumstances of your move-out statement and charges. A representative from 101 Center Apartments will reach out to you within the next 10 business days to discuss your concerns and any necessary adjustments.
  Sincerely,
  The Greystar Team