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:10/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an application and deposit fee on October 9th or 10th for a Sherwood Crossing Apt in Elkridge, MD. I was not accepted. I emailed the rep that showed me the place and in whom I was in contact with about when my deposit would be refunded. She told me it would be mailed back in 3-4 days and to submit the address as to where to send it. Twenty days later I reached out to her again and asked where, and to whom was my deposit sent. She responded a day later saying she would speak to the Assistant Manager and get back to me the end of the day. That was 4 days ago. I called the office back repeatedly and no one has picked up nor returned my call. I drove over there yesterday and walked in to speak to a Manager and they replied no one was available. I explained to her my situation and she said, O refunds are given back 45 business days later. I replied... you mean to tell me that that information is common knowledge amongst the agents working here and could not that have been relayed 5 emails ago? Or are you just giving a response off the top of your head. They are shady and crooks. It shouldn't take 3 months to return a deposit and that is BS. I want my refund back. She randomly gave a response just to make me leave.

  Business Response

  Date: 10/31/2024

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We apologize for the delay and lack of clarity regarding the status of your deposit refund for Sherwood Crossing Apartments. We’ve contacted the Sherwood Crossing team and their leadership to investigate this matter further, and a Greystar representative will reach out to you within the next 10 business days to assist with this issue directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against The Chadwick Apartments located in Los Angeles, CA. Recently, I applied for an apartment at The Chadwick and, as part of the application process, I was required to submit a holding fee of $500. Despite being denied the apartment, I have not received a refund of my holding fee.
  
  On October 7, 2024, I submitted my application along with the $500 holding fee with the understanding that this amount would be returned should my application be unsuccessful. Following the application review, I was informed of my denial, yet, despite multiple requests, The Chadwick Apartments has not refunded my holding fee. I have attempted to resolve this directly with their management team, but they have failed to address the issue.
  
  This withholding of funds is unfair and potentially violates consumer rights. I respectfully request your assistance in addressing this matter to ensure that The Chadwick Apartments promptly returns my $500 holding fee. I would appreciate any guidance or intervention the BBB can provide to resolve this matter.
  
  Thank you very much for your time and assistance.

  Business Response

  Date: 10/31/2024

  Dear **********,
  Thank you for bringing this to our attention. We apologize for the inconvenience regarding the refund of your holding fee at The Chadwick Apartments. We have contacted the team at The Chadwick and their leadership to investigate your concern further, and a Greystar representative will reach out to you within 10 business days to assist with this matter directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to live at this apartment complex and was approved. Unfortunately, the price that was advertised on their website was much less than the price that was given upon approval. Furthermore, I scheduled an appointment to see the apartment I had applied for and when I showed up for the appointment I was denied and told the apartment wasn't available for viewing. After these inconsistencies I canceled my application and requested a return of my deposit of $1100 which had been paid to them on August 7th. My request for it to be returned was made on August 29th which is over 2 months ago now and I have still yet to receive any of my deposit after 9 emails requesting follow up.

  Customer Answer

  Date: 10/30/2024

  This would be The Dutton Apartments located at:

   

  25800 Industrial Blvd, Hayward, CA. 94545

  Business Response

  Date: 10/31/2024

  Hello ******,
  Thank you for sharing your concerns with us. We apologize for the issues you've experienced with the application process at The Dutton Apartments, including the pricing discrepancy, the canceled viewing, and the delay in receiving your deposit refund. We've contacted The Dutton Apartments team and their leadership so they can review your situation and reach out to you directly within the next 10 business days.
  Thank you for your patience, and please feel free to reach out with any additional questions.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greystar charged $209.13 after moving out. Painting and carpet removal after living there for over 2 years and taking GOOD CARE of the carpet should be considered "normal wear and tear". These charges are false and should not have been charged. Especially when they charge $2000 a month for a 1 bedroom apartment. The deposit should cover this as well. We disputed these charges and Greystar failed to communicate back or resolve this issue. Instead they sent it to collections which has now taken a hit on our credit report. Greystar in my opinion is a crooked company and does not care about the customers.

  Business Response

  Date: 10/30/2024

  I have attached the backup invoices, pictures, walk-thru sheet and
  final statement for *****.  They were charged for paint $125, the invoice
  the community paid was $310.  They were charged $50 for cleaning, the
  invoice the community paid for was $160.  They were charged $68 for carpet
  cleaning, the invoice the community paid for was $160.  

   

  This resident is trying to get out of paying the fees.

  Business Response

  Date: 10/30/2024

  I have attached the backup invoices, pictures, walk-thru sheet and
  final statement for *****.  They were charged for paint $125, the invoice
  the community paid was $310.  They were charged $50 for cleaning, the
  invoice the community paid for was $160.  They were charged $68 for carpet
  cleaning, the invoice the community paid for was $160.  

   

  This resident is trying to get out of paying the fees.

  Business Response

  Date: 10/30/2024

  Hello,
  
  Please see the below contact information for Greystar
  matters with Genesis, as this account is no longer with our receivables
  department.
  
  Agency: Genesis
  Phone Number: 866-863-9194
  Email: ********@genesiscred.com
  
  Thank you,

• Initial Complaint

  Date:10/29/2024

  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.

  Like others have previously stated, the cleaning, painting and carpet replacement fees are erroneous and fall under normal wear and tear as stated in their lease. This is even more true when you have lived in the same unit for over two years. My partner and I were discouraged to attend the walk through and now it is abundantly clear why they did. We have video evidence that shows the apartment was left fully cleaned and carpet in very good condition. We have consulted with an attorney and he agrees Greystar in fact owed us money upon move out. We could not get a phone call from anyone in Greystar property management to discuss the discrepancies. Letters from attorney went ignored. Greystar would rather Columbia debt recovery tarnish the credit of their past residents than to communicate to resolve an issue. We are strongly considering filing a civil case to let a judge decide as we are eager to show ALL of our findings. Greystar will not be getting one dollar out of us, nor this Columbia Genesis whatever they are called. What Greystar properties is doing is wrong and clearly why you read about multiple class action lawsuits against them. AVOID GREYSTAR PROPERTIES LIKE YOUR LIFE DEPENDS ON IT.

  Business Response

  Date: 10/29/2024

  Dear ***** ******,
  Thank you for reaching out and sharing your concerns regarding your move-out charges at our Colorado Springs property. We apologize for any inconvenience this situation has caused you and your partner. We have contacted the property and its leadership team to investigate the matter and ensure a thorough review of your case. A Greystar representative will follow up with you within 10 business days to address your concerns.
  Thank you for your patience.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/29/2024

  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 son rented an apartment at Grandmarc on The Corner as a UVA student and we still have not received our deposit since 8/1/2024. They have not responded or called back ands roommate has not received his deposit with either...

  Business Response

  Date: 10/29/2024

  Dear ******,
  Thank you for bringing your concerns to our attention regarding your son's security deposit from Grandmarc on The Corner. We apologize for the delay and the frustration you've experienced. We have contacted the property management team and their leadership to investigate the matter. A Greystar representative will follow up with you directly within 10 business days to provide a resolution.
  We appreciate your patience, and we look forward to resolving this matter for you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/29/2024

  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 a resident of unit #*** in building * of the Kestra Condominium, where I have been without elevator access for nearly three months due to ongoing repairs. The elevator outage has caused significant hardship, as my family and I are forced to use the stairs daily, often carrying heavy items, despite the fact that I suffer from a back injury that causes pain when lifting and climbing stairs.The elevator was a key amenity that led me to choose this unit on the top floor, and its price was included in the rental agreement. I am paying a higher rent for this convenience, and the absence of the elevator has resulted in a considerable reduction in the value of the service I am receiving. I first formally requested a rent adjustment to reflect the elevator outage, which management acknowledged with an update about repair delays due to vendor issues and anticipated parts delays. They cited that the parts would arrive imminently but have not followed through on my request for rent adjustment.Since my initial communication, I have sent follow-up emails seeking a fair reduction in rent for the months affected, given the ongoing inconvenience and the unmet amenity. I have received no response regarding a resolution. I am filing this complaint to seek assistance in obtaining a fair rent adjustment for the period of the elevator outage, as this has had a significant impact on my family’s day-to-day life and was a crucial factor in my lease agreement.

  Business Response

  Date: 10/29/2024

  Dear *****,
  Thank you for sharing your concerns with us regarding the elevator outage at Kestra Condominium. We apologize for the inconvenience this has caused you and your family, especially given your medical condition. We have contacted the team at Kestra Condominium, along with their leadership, to investigate your request. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns.
  We appreciate your patience during this time.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/29/2024

  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 have just moved out of my second Greystar apartment (Red Canyon at Palomino Park 9/29/2024) and left the property in pristine condition, 100% move-in ready, again. And AGAIN, they ripped me off and held back my deposit, returning only $58 after charging me for adhesive removal ($160), which was already removed, partial cleaning ($65) and carpet cleaning ($75). The place was literally perfect when I left it, including inside cabinets, drawers, oven and the fridge. Such greedy bastards. If I ever live in a Greystar apartment again, I will do zero upon move-out. The first apartment gave me a whopping $18 back when I was expecting close to $1K (Creekside Apartments moved out June 2022). With that place, I even spackled all picture holes and touched up the pain with THEIR paint. They charged cleaning fees for a place already in pristine condition and kept all pet deposits, even though I let them know the pets only lived with me the first four weeks of renting and there was zero evidence of pets from my 15-months of living there. Renters, beware. This is predatory and just plain unjustified.

  Business Response

  Date: 10/29/2024

  Dear *****,
  Thank you for sharing your concerns with us regarding your recent move-out experience at Red Canyon at Palomino Park. We apologize for the frustration you’ve encountered related to the charges on your final account. We have contacted the team at Red Canyon, along with their leadership, to investigate the matter. A Greystar representative will follow up with you directly within 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/29/2024

  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.

  My wife moved out on 7/4/24 and she still hasn't received her secuirty deposit back. Management stated it was mailed to her old address but we received all the other mail that was forwarded from the address. Now they won't return phone calls or emails. They are leaving us no choice but to take legal matters. DO NOT RENT HERE... More to come......As of 10/28 we still haven't got a resolution from Deer Run or Greystar. We keep getting run around that they don't have our new address or that can't reach accounting. It is getting to the point where i will be obtaining a Lawyer just to get our security deposit back. So instead of them just giving us our money back they will be paying that plus any fees i inquire from my attorney. HORRIBLE customer service here from management and the LLC.

  Business Response

  Date: 10/29/2024

  Dear ****,
  Thank you for sharing your concerns regarding your wife's security deposit from Deer Run. We apologize for the delay and the frustration you have experienced during this process. We have contacted the team at Deer Run, along with their leadership, to investigate the matter. A Greystar representative will follow up with you directly within 10 business days to address your concerns and provide a resolution.
  Thank you for your patience, and we appreciate the opportunity to assist.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/29/2024

  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 was a resident at Kapilina Beach Homes for 5 years. Upon moving out they told me that they needed up to 14 days to come up with a final move out bill which would include the final month's rent and any move out charges. Within 2 days they had removed my access from the resident portal no longer allowing me to pay the my final bill directly to them. After 14 days they sent me an email with a move out statement (not a bill). Included in this email was the contact for ****** ****** INC. However, the phone number in the email for ****** ****** INC, only goes to an automated message for a medical emergency device. I also sent an email to ****** ****** at the address provided in the email. I have received no contact from either of these businesses and am thus far unable to pay my bill regardless of my several attempts. I am now receiving letters from ****** ****** that my bill is delinquent despite the fact that neither of these companies have ever sent me an actual bill. Im left Kapilina on September 26 2024 and received the first delinquency notice by mail on October 25 2024

  Business Response

  Date: 10/29/2024

  Dear *****,
  Thank you for bringing your concerns to our attention regarding the final billing at Kapilina Beach Homes. We apologize for the difficulties you've encountered in resolving this matter. We have contacted the team at Kapilina Beach Homes and their leadership to investigate your situation with ****** ******. A Greystar representative will follow up with you directly within 10 business days to assist in resolving this billing issue.
  Thank you for your patience during this process.
  Sincerely,
  The Greystar Team