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

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

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  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

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  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

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  Greystar

  1408 N Central Ave Avondale, AZ 85323

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:10/15/2024

  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.

  Lease end date: June 30, 2024
  Issue: I moved out of 221 Bergen, Harrison, NJ, 07029 Apt *** on June 30, 2024.
  
  I was a resident at 221 Bergen Street since December 2022 who recently vacated the building. After moving out, I received an e-mail stating that I had been charged $1800 for the property not being listed for the 22 days.
  
  The apartment faced a heating and cooling issue in June 2024 first week which led to pest issues (common among residents here due to excess heat). I also informed the management about the same to which I was suggested that the issue would be taken care of during the first week of next month (July in this case). Despite being informed I am receiving calls and emails from Greystar asking about the money which I was not informed about for almost a month( had I been informed I would have paid $1800 while staying in the apartment)…and now they are putting it on me saying it was negligence of the resident without any proofs. I am in contact with friends who have stayed there who that mentioned the whole building has pest issues. I wonder are they charging me $1800 for their negligence or lack of a new tenant?
  
  At this point, I find that charges to be baseless as nothing was reported in pre-inspection by the management. Please help with the $800 that they have already deducted from security and remaining balance of $950 which is due.

  Business Response

  Date: 10/16/2024

  Hello ******,
  Thank you for sharing your concerns. We apologize for the confusion regarding the charge related to your move-out. We have contacted the management team at 221 Bergen and their leadership to investigate the 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

• Initial Complaint

  Date:10/15/2024

  Type:Order 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 for housing when Debbie B***** was with Overture Chapel Hill. Unit *** was available at that time, I filled out application on her computer with her assistance so a security and background check could be sent out. Later after it came back okay, she was excited and sent out an email and text me on several occasion to let me know. I was working full time in California, but my company put me on part-time before I came out to North Carolina. I told this to Debbie B*****. Came into the office to finish my paperwork signed to papers, I needed Debbie’s help with making sure all questions were answered correctly. She let me know what papers she needed, when I would go and get what she requested I would come back to her office to give her what I had. I provided all the documents that was required for this unit, what I did not have I made sure to get and bring back. I came back and forth to Overture with bank statements, pay stubs, retirement letter, also went out to get rental insurance for the state of NC. She told me the one I had from California would not work out here. I ask Debbie on several occasion to make sure all was okay. I was told I should not have any problems, just bring in all that is required, which I did. I came back and forth and even Jerry replied he had received something from me also. Debbie B***** received a promotion a letter was sent out, I came back into the office because she had a party going on, I told her I will miss her and thanked her for everything, she is now working where she lives. I was told everything was approved and I went in to the office pick up my keys, from Stephanie July 31, 2024. Which was my move in date. Recently I get a call from Jerry/General Mgr. Stating I make to much money. I was approved to move in but only to find out I need to move out or transfer to another unit that will cost $399.00 more a month. I am contesting 2 month Penalty and termination Fee’s. Moving out before October 31, 2024.

  Business Response

  Date: 10/15/2024

  Dear *******,
  Thank you for sharing your concerns with us regarding your experience at Overture Chapel Hill. We apologize for the confusion and frustration regarding your unit approval and subsequent changes to your housing situation. We have contacted Overture Chapel Hill and its leadership team to investigate the matter, and a Greystar representative will be in touch with you within 10 business days to follow up directly.
  Thank you for your patience as we work to resolve this issue.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/14/2024

  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.

  September 7, 2024 I applied for a two bedroom apartment with two applicants at the Crosby apartments managed by Greystar Properties in Inglewood California. I was denied due to insufficient income requirements. I am supposed to be refunded $612 as I was double charged two holding fees of $250 each and two excessive application fees ($56 each). I understand that two application fees will not be refunded but I was charged for four application fees. I was told I would be issued a refund in 21 days. It’s been 35 days. I have reported to the office atleast four times checking the status of my refund. I have had no resolution and I keep getting the run around. I leave messages and emails with no prevail. I am just trying to get my refund so I can try to find some where else to live.

  Business Response

  Date: 10/15/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in processing your refund for the charges related to your application at Crosby Apartments in Inglewood. We have contacted the property management and leadership team to investigate and resolve the issue. A representative from Greystar will reach out to you directly within 10 business days to provide an update on your refund.
  Thank you for your patience.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:10/11/2024

  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.

  I am writing to formally complain about my experience with Cadence Apartments in Hayward during my residency from August 2021 to June 2024.
  From the beginning, my time at Cadence was filled with problems. The leasing team changed multiple times, and upon my move-in, I found the unit in unacceptable condition. The bedroom carpets had urine stains and an unpleasant odor, the toilet seats were stained, the refrigerator leaked water, the walls were stained, and the blinds were damaged. I documented these issues in the move-in inspection. It took a month of going back and forth with the Cadence team before they finally agreed to replace the carpet and toilet seat.
  Fast forward to June 2024, when I moved out. Cadence sent me an email claiming that I had not returned my keys, despite having returned them to a leasing office employee along with my parking permit and signing a document to confirm the return. After further discussions, the leasing office finally confirmed that my keys were indeed returned.
  Upon receiving my security deposit, I was shocked to find charges for paint proration, damaged blinds, and a cleaning fee totaling $309.63. I thoroughly cleaned the apartment before moving out, leaving it in better condition than I received it. The charges for paint and blinds seem unjustifiable, as the blinds were already damaged when I moved in, and the walls were stained already. In addition, normal wear and tear should not incur fees.
  I have been in contact with Janae, the community manager, for about two months, and she insists that the painting charge is for normal wear and tear over three years of occupancy and that the paint proration/cleaning fee is standard. However, I found no mention of these charges in my lease agreement for move-out.
  It is concerning that they are charging me for issues that predated my occupancy and for normal wear and tear. I seek your assistance in resolving this matter.

  Business Response

  Date: 10/15/2024

  Dear *****,
  Thank you for sharing your concerns with us. We sincerely apologize for the issues you encountered at Cadence Apartments in Hayward during your residency and for the confusion regarding your move-out charges. We have contacted the property management and leadership team at Cadence Apartments to investigate the matter further. A representative from Greystar will reach out to you directly within 10 business days to address your concerns and resolve the situation.
  Thank you for your patience.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/11/2024

  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 suffered injuries at the property and the leasing office refuses to provide the businesses insurance information. There are multiple maintenance issues that have been pending for months with no resolution and all attempts to resolve the issues have been ignored by The Luxe staff especially Haley the property manager. There is an open code enforcement case and I have suffer loss wages yet I still have not been given the opportunity to seek mediation or resolution that does not involve further loss to myself and my family.

  Business Response

  Date: 10/11/2024

  Dear ********* ****,
  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the injuries you have sustained and the delays in addressing your maintenance issues. We understand the frustration caused by unresolved concerns, and we regret that your attempts to resolve these matters have been ignored.
  We have contacted the team at The Luxe in Sacramento and the property leadership to investigate this matter further. A Greystar representative will be in touch with you within the next 10 business days to follow up on your concerns and work toward a resolution.
  Thank you for your patience.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/10/2024

  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.

  I am writing this complaint as it pertains to my well-being, potential safety and the potential violation of the Fair Housing Act. I have attempted to file a complaint detailing the harassment that I have received at the hand of our apartment’s security officer, but I was met with combativeness and multiple omissions of discriminatory acts done by the apartment management and staff, themselves. For consecutive months I have been approached religiously by the apartment's security guard, questioned about my car, questioned about my guest in the apartment and also followed to my apartment countless times, for no reason. I first brushed it off as the security guard doing his job; but when he began to approach my guest, I admittedly became flustered. I reached my final peak of annoyance when the security guard literally ran across the courtyard in an attempt to (what I assume) harass me some more on the night of 10/07/24....I have anxiety regarding leaving my apartment at night because I don’t want to be harassed by the security guard. It does not matter where I am- the garage, the hallway of the apartment, the courtyard of the apartment, entering the gym - he is excessive in his attempts to harass me and/or my guest. I brought this to the attention of the property manager and staff on 10/08/24, after months of harassment, but they were no help. They told me that this is not harassment and that the security guard has every right to follow me to my apartment whenever he feels like it. They stated that this behavior is okay because they also frequently follow people to their apartments. Greystar, what is the point of me having an apartment decal, if the security guard is still going to harass me about my car. What is the point of having the security access on my phone if the security guard is still going to follow me to my doorstep because he doesn’t trust that I live here. Please see the attached document for the complete statement accounting the harassment....

  Business Response

  Date: 10/10/2024

  Dear ******** ******,
  Thank you for sharing your concerns with us. We sincerely apologize for the distressing situation you described regarding your interactions with the security officer at Tate Tanglewood. We understand how this must be affecting your peace of mind.
  We have contacted the property management team at Tate Tanglewood and their leadership to ensure this matter is investigated thoroughly. A Greystar representative will be in touch with you within 10 business days to discuss this further.
  Thank you for bringing this to our attention.
  Best regards,
  The Greystar Team 

• Initial Complaint

  Date:10/10/2024

  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 applied for an apartment at The Preserve at Woodridge in Kingwood, TX. She was recently separated from the military and receiving disability and going to school. Her income was the required amount but Greystar required a guarantor. I am her guarantor. While living in the apartment she started working and decided to buy a home. She asked for the correct amount for early termination. She paid the amount which was 2 times her current rent and the rent for the month of August. I received the invoice for her lease termination. Upon review I could see that the rent is never subtracted but kept on the ledger each month as a running total. Because of this practice, we were charged 4 times for rent in August. There are charges for the repair of the wall due to hanging a tv and no electricity (and it was sweltering) during Hurricane Beryl to complete the repair. That cost was less than $500. I reached out to the initial contact on the invoice through email and phone calls and no response. I recently sent an email to Bob Faith contact information and I received an email that management would give me a call. I have not received any communication to resolve this issue. I will not allow this company to ruin my credit by not responding and putting an incorrect debt on my credit report. I need a resolution to this matter. Thank you.

  Business Response

  Date: 10/10/2024

  Dear ******* *****,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the issues you’ve experienced with the lease termination process and the confusion regarding the charges.
  We have contacted the property management and leadership at The Preserve at Woodridge in Kingwood to investigate the matter. A Greystar representative will follow up with you within 10 business days to discuss the charges and resolve the situation.
  Thank you for your patience, and we appreciate your understanding.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding One North of Boston apartments, where I resided in ***, *** heard street until 7/29/2024. According to Massachusetts General Laws, Chapter 186, Section 15B, the landlord is required to return the security deposit within 30 days after the tenant vacates the property. It has been over 60 days, and I have not received my deposit or any explanation for the delay.
  
  I have attempted to contact the apartment management multiple times via phone and email, but they have failed to respond or provide a timeline for returning my deposit. This situation has caused significant inconvenience, and their failure to comply with Massachusetts law is unacceptable.
  
  I am requesting the BBB’s assistance to ensure the prompt return of my full security deposit, along with a written explanation for the delay. Should the issue remain unresolved, I am prepared to take further legal action through small claims court in accordance with Massachusetts law.

  Business Response

  Date: 10/10/2024

  Dear ** ****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in returning your security deposit after your move-out from One North of Boston. We understand the inconvenience this has caused.
  We have contacted the property management team and leadership at One North of Boston to investigate the matter, and a Greystar representative will follow up with you within 10 business days.
  Thank you for your patience, and we appreciate your understanding.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/09/2024

  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 moved out of 701 Grand Champion Dr. after only been there for 2 years. The management sent us a final notice of move out. They did not inform us of any odors/pet problems and received a $300 pet fee, they claimed it was kilz that was used for the odor. I informed them kilz is only used for paint odor, they showed me a picture of the carpet and after speaking with Miranda, she said I needed to speak with Greystar. After speaking with Rebecca Nelson, she sent me pics of the carpet stating the kilz was used on the carpet. I informed her as well, kilz is only used on walls, she then turned around and said, it wasn't the carpet???? They never showed the apt number, just the carpet. I informed her, we don't know if that was ours or the next door.

  Business Response

  Date: 10/09/2024

  Hello **** ***,
  Thank you for sharing your concerns with us. We apologize for the issue you encountered regarding the pet fee and the handling of your move-out charges at 701 Grand Champion Dr. We have contacted the property team and their leadership to investigate the matter further. A Greystar representative from the property will reach out to you within the next 10 business days to discuss your concerns and provide clarification on the charges.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/08/2024

  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 leased the apartment, sight unseen, as I was out of state caring for elderly mother. Mold was evident interior and exterior. I became sick, saw my Family Dr who referred me to ADAC/Allergic Disease & Asthma. Allergy Testing was done, along with Nasal swab. Results were'Mold positive '. I paid for a local Mold Inspection, test was positive. The management has done nothing other than cut the directly affected wall out. Wall is out, 3+ months later. Property management supposedly had "their own" testing performed. I have repeatedly asked for a copy of said Reports. No response from them. Meantime I'm stuck here, still having health issues due to mold/water damage. Please help me

  Customer Answer

  Date: 10/16/2024

  Property is AVANA @ Thornblade 

   

  Business Response

  Date: 10/17/2024

  Dear *****,
  Thank you for bringing your concerns to our attention, and we sincerely apologize for the issues you have experienced regarding mold in your apartment at Avana @ Thornblade. We understand how serious this matter is, especially with the impact it has had on your health.
  We have contacted the property management team and their leadership, including the Regional Property Manager, to investigate the situation. A representative from Greystar will reach out to you within the next 10 business days to discuss your concerns and provide further assistance.
  Thank you for your patience as we work through this.
  Sincerely,
  The Greystar Team