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Business Profile

Property Management

Greystar

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 2,342 total complaints in the last 3 years.
    • 797 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/21/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On my move-out date 9/18/2024, the property manager Brenda came in for the final inspection and confirmed the overall condition is excellent (no trash, no identical damages) and I would get some refund of my deposit, as well as informed me NO need to take final pictures of the apartment.
      On 10/11/2024 I received a move-out statement and the balance due is $1,681 after deducting all my $500 deposit balance (see attached). There's been leaking issues in the apartment which the property is been aware of. The wall went moldy and damp from the leaking. My home insurance is also covered by the move-out date (attached).
      I called at least five times to ask for explanation and receipt but no hope.

      Business Response

      Date: 10/22/2024

      Dear ****** *****,
      Thank you for bringing your concerns to our attention. We sincerely apologize for the confusion regarding the move-out charges at your former apartment located at 185 S De Lacey Ave. We understand how frustrating this situation is, especially after the confirmation you received during the final inspection.
      We have contacted the team at the property and their leadership to investigate the matter further. A Greystar representative will be in touch with you within the next 10 business days to follow up directly.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/21/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I moved from The Links at Legacy Ridge Apartments in Westminster back in May 2024, it is now October 2024 and I have not received a move-out sheet or my deposit back from this property who is owned and managed by Greystar. I have spoken to the assistant manager, Gabriella, on numerous occasions, who gave me a phone number for corporate and stated they send the move-out paperwork along with the deposit. I have left numerous messages with this corporate # and have NOT received a call back and it was been over 5 months. They make it impossible to speak with someone and when you call any of the Greystar properties it is the same thing, can't get a hold of managers and/or Greystar Corporate offices. They are running a monopoly in the Denver area and need to be dealt with accordingly. They have a number of complaints and a lot of them are regarding them not returning deposits.

      Business Response

      Date: 10/21/2024

      Dear Ms. ******,
      Thank you for bringing your concerns to our attention. We apologize that you have not received your move-out statement or deposit refund after moving from The Links at Legacy Ridge Apartments. We have contacted the team at the property and their leadership so they can investigate this matter. A Greystar representative will be reaching out to you within 10 business days to follow up.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/20/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 14, 2024, I paid $410, including an application fee and deposit, for an apartment located at 532 Union Street, Unit #***. Despite my payment and repeated attempts to follow up, I never received access to the apartment. I have contacted the business multiple times, including sending emails and providing proof of payment, but I have not received a response or the refund I am owed.

      It has now been over 3 months, and the business has not refunded the $410 or provided any explanation. This delay has caused significant inconvenience and financial stress, as I had to seek alternative housing arrangements during this time.

      Desired Resolution:

      I am seeking:

      A full refund of the $410 paid on 07/14/2024 for the application fee and deposit.
      Compensation for the inconvenience and financial strain caused by the delay in resolving this issue.
      A timely resolution, including a response and refund, within the next 5 business days.
      I would appreciate BBB’s assistance in facilitating a resolution to this matter.

      Business Response

      Date: 10/21/2024

      Dear ********,
      Thank you for bringing your concerns to our attention. We apologize for the inconvenience regarding your application and deposit for 532 Union Street, Unit #***. We understand that you have been waiting for a response and refund.
      We have contacted the management team at the property and their leadership to investigate the situation. A Greystar representative will follow up with you directly within the next 10 business days.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/19/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      When I moved in with my roommate back in 2021, we paid a $500 security deposit. A few months later, my roommate moved out and the apartment and security deposit was transferred to me. I then lived in the apartment for another 3 years. I moved out of the apartment on Sept 4, 2024. On October 1, I received a call from the accounts receivable department at Greystar stating that I have a $300 bill for cleaning and other utilities. (Which, I would argue the cleaning fees, since I had a walk through with the maintenance manager and was told it was normal wear and tear when I moved out). I stated that I had a security deposit and that I should actually be receiving money back and I shouldn't owe anything. The person I spoke to asked me to send over any information as they stated that the security deposit on my lease was marked as "other". I sent over the original lease as well as an email from the property manager at the time for the paperwork on the transfer. Since then, I have sent 5 additional follow up emails and 4 calls, all of which have not gotten a response.
      I have pictures and videos of how the apartment was left if necessary, I have attached the original lease and communication of apartment transfer.

      Business Response

      Date: 10/21/2024

      Dear *******,
      Thank you for sharing your concerns with us. We apologize for the issue regarding your security deposit and the charges you received after moving out of your apartment.
      We have contacted the management team and leadership at the property to investigate your situation. A Greystar representative will reach out to you within the next 10 business days.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/19/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally log a complaint regarding the lack of communication from the Pacific Vista Leasing Office. This issue has also been reported to the Better Business Bureau.I submitted a request on the resident portal on October 5th, which remains unanswered, along with a billing inquiry from September 28th. The last correspondence I received from Ericka, the Leasing Office Manager, was on September 9th.As I am in the process of moving, I have attempted to communicate my situation through multiple calls to the numbers listed in Ericka's email signature, often leaving voicemails. Unfortunately, many calls end abruptly, and my only consistent contact has been Johnny R******** from Greystar Management. My conversation with him regarding a lease transfer was unproductive and discourteous.Under California law, landlords are required to respond to written inquiries in a timely manner, a responsibility the Pacific Vista Leasing Office has failed to uphold. I urgently need a resolution to my lease transfer and related issues, as well as compensation for the time and effort I have spent attempting to resolve these matters.I appreciate your immediate attention to this issue and look forward to your prompt response.

      Business Response

      Date: 10/21/2024

      Dear *******,
      Thank you for sharing your concerns with us. We apologize for the lack of communication you have experienced regarding your requests and inquiries with the Pacific Vista Leasing Office. We have contacted the team at Pacific Vista, along with their leadership, to investigate this matter. A Greystar representative will follow up with you within 10 business days to help resolve your lease transfer and related concerns.
      Thank you for your patience.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/17/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We are filing this complaint regarding the move-out charges imposed by Greystar for our apartment at The Russell, 3088 Baze Road, San Mateo, CA 94403, Unit #*****.

      Timeline:

      • Move-in: November 18, 2022
      • Move-out: July 28, 2024

      Disputed Charges:

      • Housekeeper / Cleaning Service: $240.00
      • Partial Paint: $302.22
      • Carpet Cleaning: $140.00

      Background:
      We documented the condition of the unit upon move-in and move-out (document #6). According to our lease (document #0), we are required to clean the apartment thoroughly, but no professional cleaning service is specified. Before moving out, we cleaned the apartment thoroughly, addressing both the condition from move-in and any reasonable wear and tear. Despite this, Greystar charged us for professional cleaning, partial painting, and carpet cleaning, which we believe were unnecessary based on the actual condition of the apartment.

      Correspondence:

      1. Initial Dispute (Aug 14, 2024):
      We contacted Greystar to dispute the charges and provided both move-in and move-out photos, highlighting that the apartment was cleaner upon move-out (document #1). We also pointed out that some of the painting issues were pre-existing and not our responsibility.
      2. Greystar’s Response (Aug 27, 2024):
      While Greystar agreed to reduce the painting charge by half, they insisted on the cleaning and carpet charges, asserting that a deep clean is standard practice (document #4).
      3. Final Communication (Oct 3, 2024):
      Greystar sent post-move-out photos to justify the charges (document #6). However, these photos do not reflect the pre-existing conditions noted at move-in, including wall and carpet marks. Some of the paint marks resulted from using the paint provided by the apartment, which did not match the original wall color.

      Our Request:
      We request that the following charges be removed from our move-out statement:

      • Housekeeper / Cleaning Service: $240.00
      • Partial Paint: $155.00 (remaining balance)
      • Carpet Cleaning: $140.00

      Business Response

      Date: 10/18/2024

      Dear *****,
      Thank you for reaching out and sharing your concerns. We apologize for any frustration regarding the move-out process at The Russell. We understand your concerns about the charges, and I’ve contacted the property management team and leadership to investigate the situation. A Greystar representative will follow up with you within 10 business days to address your concerns.
      Thank you for your patience.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/17/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 30th I applied for an apartment to secure the first month free promotion on the property website. I was still leasing in Virginia and was lied to about the promotion ending so they could secure the lease faster. I did not receive keys until August the 13 when I officially moved to the state of NC.
      -the unit was uninhabitable(i have picture of everything from the unfinished flooring to the mold).
      -the water heater burst our first night in the unit ruining everything that was not unpacked.
      -the bathroom sink imploded to the ground, they came to "fix" it and it broke again 2 days later.
      -we were forced to stay in a molding unit until they had another available on Sep 6th
      -the day we moved into the "newly renovated" unit, the AC broke and we were left in 95 degree weather for 4 days.
      -There were many other issues with both apartments including missing refrigerator parts and fire hazardous broken lightbulbs.
      -The have filled my ledger with unexplainable charges and credits to the point where I have paid more money to then that necessary for the 2 months that I have been in the apartment.
      -When I go to the office to discuss/resolve, everyone pretends to be busy however they leave messages on my voicemail, threatening eviction with no notice.

      Business Response

      Date: 10/18/2024

      Dear ******,
      Thank you for reaching out and sharing your concerns with us. We apologize for the difficulties you experienced, including the condition of your unit and the issues with the water heater, AC, and other repairs. We take matters like these seriously. I’ve contacted the management team at The Sagewood and their leadership to ensure they investigate the situation. A Greystar representative from the property will follow up with you within 10 business days to address your concerns.
      Thank you again for your patience.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/17/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I used to live in Westgate Apartments in Pasadena, CA. I never typically leave reviews but in this case I hope this saves others from experiencing this. DO NOT expect your deposit to be refunded to you. At first glance the $500.00 deposit seems great but they will keep this anyways to charge it for the complete carpet replacement EVEN if the condition is in normal wear after you move out. My roommates and I lived here for nearly 2 years. We maintained and deep cleaned the carpet multiple times to avoid this before moving out. Upon move out we were NOT given a right for a walkthrough inspection AS WELL as charged for complete carpet and cabinet replacement. We notified them via pre-condition move in form of all the damages when we initially moved in and they LOST IT when we tried to retrieve it. The front desk ladies at the front office were no help and only one of them was able to provide us the itemized statement of the charges. For all future tenants, be prepared to pay $1,500+ when you move out to remodel the apartment for the next tenant. I work for a property management company and never in my career had the landlords CHARGE tenants for normal wear and tear complete replacement.

      Business Response

      Date: 10/18/2024

      Dear *******,
      Thank you for bringing your concerns to our attention. We apologize for the issues you encountered regarding the move-out process at Westgate Apartments in Pasadena, CA. We understand how frustrating this situation must be. We've contacted the property's management team and their leadership to investigate the charges and the handling of your move-out. A Greystar representative will follow up with you within 10 business days to address your concerns.
      Thank you for your patience.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/17/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I completed my lease in Dec 2023 at Stonemeadow Farms and was charged with move-out fees in January 2024; upon looking up the final move out costs (with no notification from Stonemeadow Farms), I was hit with charges that I was not privy of. In fact, the final inspection took THREE re-schedules due to no-shows, until I finally was able to have a tech scheduled and actually show up. I want to add that I had to adjust my work schedule in order to stay home during these no-shows, which was very frustrating as my job requires on-site presence.

      When the final inspector showed up, he walked my unit and told me that everything looks good-- he even said "wow, this apartment looks brand new!". Therefore, I was not notified of any damage cost that would be incurred.

      I contacted the SMF office for a request on pictures/proof of damages, who then deferred to Accounts Receivable. After calling and leaving messages, as well as emailing their AR team at least 4 or 5 times a week with no response for over three months, a gentleman, by the name of Darryl finally took my call and ensured me that the charge won't go into collections until the back up is sent (by him) and the charges are substantiated. I memorialized all of this in email. Unfortunately, I received a collections claim through Genesis Debt Collection last week... October 2024.

      According to RCW 59.18.280, sending the charges to collections without providing substantiation of the move out charges is illegal. I've sent out an email yesterday to the Greystar contacts I had (desperate for anyone to help) as well as the property management email addresses. Turns out that Stonemeadow Farms is no longer operating under Greystar since last Tuesday, and the new management company has let me know that the debt is tied to the previous management company.

      I will be pursuing legal action by the end of the week unless I hear back from Greystar and they subsequently do the right thing.

      Business Response

      Date: 10/18/2024

      Dear ******,
      Thank you for reaching out and sharing your concerns regarding your move-out experience at Stonemeadow Farms. We apologize for any frustration you've encountered, including the issues with scheduling your final inspection and the collections process. I’ve contacted the property management leadership to investigate this matter further. A Greystar representative will follow up with you within 10 business days to address your concerns.
      Thank you for your patience.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:10/16/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I moved out of my apartment managed by Greystart on September 8th. My lease says my security deposit would be paid back within 21 business days of moving out. I have not received it back, and have emailed the property manager and regional manger 12 times, and none of them have resolved the issue. They keep saying "will check on it". The property is:The Louise Los Feliz1633 N Edgemont Street, CA 90027The property manager is Lucy T*****. Email is ***********@greystar.comThe regional manager is Joachim R******. Email is ***************@greystar.com Please help!! We are legally owed our deposit back and they are being terrible about returning it.

      Business Response

      Date: 10/16/2024

      Hello ***,
      Thank you for reaching out and sharing your concerns. We apologize for the delay in processing your security deposit refund. We have contacted the management team at The Louise Los Feliz and their leadership, including Lucy T***** and Joachim R******, to investigate this matter. A representative from the property will contact you within the next 10 business days to provide an update.
      Thank you for your patience.
      Best regards,
      The Greystar Team

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