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

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  Callia

  4100 N Central Ave Phoenix, AZ 85012

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  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

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  Mason

  101 Mill Rd Everett, MA 02149-3049

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:10/01/2024

  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 have yet to receive my $200 hold fee for the apartment that I applied for at the Mosaic in Largo Maryland. I was not approved for the apartment and was told I would receive my 200.00 dollar hold fee , I have been to the office on several occasions and have spoken with the leasing supervisor. I was informed that the accounting department was having a problem issuing the $200 hold fee.. it’s been a month sense I applied for the apartment ,at this point I’m very disappointed and not pleased at all.
  The leasing agents at the office of the Mosaic in Largo Maryland keep giving me the run around and empty words.

  Business Response

  Date: 10/01/2024

  Dear ********,
  Thank you for reaching out and sharing your concerns with us. I apologize for the delay in processing the $200 hold fee refund for your application at The Mosaic in Largo, Maryland. I understand how frustrating this situation has been, especially with the communication challenges you've experienced.
  We have contacted the property and their leadership team to investigate this issue further. A Greystar representative from The Mosaic will be reaching out to you within the next 10 business days to follow up directly and ensure this matter is resolved.
  Thank you again for your patience.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in a new construction for a few years - upon moving out I cleaned the unit well ensuring it was in good condition. Upon moving out I was charged for cleaning a stain (acceptable) and for a “damaged stove top.” The stove top is glass and had some residue baked onto the glass around the burners which needed to be scrubbed / scraped off. I was charged $541.13 to replace said stove top. Paired the expenses to remove the previously mentioned stain Greystar took all of my security deposit and billed me an addition $84.36 on 3/15/2024. Not happy with the consumption of my deposit for a dirty stovetop; I didn’t want to dispute the charge and agreed that they could take my security deposits and just have them waive the $84.36 balance on the account. The apartment complex passed me over to Greystar Management and finally after nearly a month of waiting 4/9/2024 I received notice they would look into waiving the fees. After not hearing a response or another request for payment, nothing, I figured this was waived from the account until 9/20/2024 5+ months later Greystar AR team threatened to send me to collections. After multiple emails and speaking with hostile staff on the phone I was told I didn’t hear from them because their staff was new and they couldn’t contact the apartment they mange so they couldn’t waive the fees. I contacted the apartment (The Fenley) acting as a liaison between the Apartment and its management company requesting that they work together on waiving the fees. The apartment pushed back and said Greystar was to manage the account, forcing me into a loop of unproductive feedback. Finally GreyStar AR team said they would not waive the fee without providing much of a reason and now I am writing you for a hopeful resolution. I also offered to pay the fee of $80 reluctantly if they would give me their customer relations contact which the AR staff continued to ignore me.

  Business Response

  Date: 10/01/2024

  Dear ****** *****,
  Thank you for sharing your concerns with us. We apologize for the experience you had regarding the move-out charges, including the replacement of the stove top and the handling of the additional balance. We have contacted the management at The Fenley and their leadership team to investigate your situation. A Greystar representative will contact you within 10 business days to discuss your concern further and work towards a resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/28/2024

  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 renter at a Greystar-managed apartment complex in Pasadena, CA called The Andalucia. I have a disability that involves sensitivity to a variety of chemicals, especially airborne fragrances.
  
  The property operates chemical fragrance dispensers from **** ****** (MSDS ****************). The scent from these dispensers covers the entire property — outdoor grounds, parking garages, and thanks to airflow, interior hallways and inside my apartment. No amount of air filtration has helped — the scents are unavoidable. Everything inside my apartment smells — all clothing, bedding, pillows, anything porous — and objects continue smelling for weeks after removal from the property.
  
  I have complained to Greystar, notified them of my disability, sent multiple Reasonable Accomodation Requests, and this problem continues to be ignored. I am paying for an apartment that I have been unable to reside in since discovering the issue shortly after moving in.

  Business Response

  Date: 09/30/2024

  Hello *******,
  Thank you for sharing your concerns with us. We sincerely apologize for the difficulties you’ve been facing regarding the fragrance dispensers at The Andalucia. We understand how challenging this situation is, especially considering your disability.
  We have contacted the property management team and leadership at The Andalucia to investigate and follow up on your requests for reasonable accommodation. A Greystar representative will reach out to you within 10 business days to discuss potential solutions, including a possible transfer or other options.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/26/2024

  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 moved out of Sundance Apartments in Vallejo (213-D Cadloni Lane) on August 8th 2024. After communicating twice with property management, they still will not return my rental deposits totaling $1,000 and we are at the end of September. No explanation, nothing. California law says 21 days.
  They even failed to do a walk through with me in the beginning and the end. I have video showing the place on move out day with everything being as clean and no new damage.

  Business Response

  Date: 09/27/2024

  Dear ******,
  Thank you for bringing your concerns to our attention. We apologize for the delay in processing your rental deposit refund from Sundance Apartments. We have contacted the property and their leadership team to investigate this matter. A Greystar representative will be in touch with you within 10 business days to address your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/26/2024

  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.

  Same situation as last year: Renewal Issues. Also, based on the past complaints, it’s seem like renewals are not this properties strong point. I was told I would get the Early Bird special which would provide $250Off for Early renewal as long as I filed before 10/4/24. I quickly signed the little renewal paper and was advised that the renewal link would be sent to me. The link was sent but it did not reflect the early bird special $250 off incentive. I asked that they update , and they said no. It’s crazy how the same thing happened last year. It’s a shame. Greystar is great, I’ve lived at various properties in different cities and always had a great experience. It’s just this property that can’t ever seem to get it together. Not only are there contractual issues, but there are issues with the pool. It’s a health hazard, always closed. I reported them to the city metro health last year. The pool is still filthy. The water is not correctly cleaned, or the “pool cleaning machine” is broken. Both my daughter and I have gotten sick so we stopped going. Which is unfortunate because it is really pretty, just a health hazard. Also, various drive byes and offficer involved shootings, breaking, law enforcement reigns heavy on the property. So maybe their non professionalism and renewal messes are a sign. Either way, they need to take accountability. It’s not only a bad reflection on the property, but sadly a bad reflection on Greystar as well. Thank you for your time.

  Business Response

  Date: 09/26/2024

  Dear *****,
  Thank you for taking the time to share your concerns with us. We apologize for the frustration regarding your renewal and the condition of the pool at your property located at 10102 Ingram Rd in San Antonio, TX. We have contacted the property management team and leadership to investigate the issues you raised, including the $250 Early Bird discount and the pool maintenance concerns.
  A Greystar representative will reach out to you within the next 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/25/2024

  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.

  The apartment didn't return my deposit and gave me unreasonable amount of cleaning charges.
  
  I thoroughly cleaned the entire apartment, as can be seen from the detailed photos I took (link in the attached PDF file). According to California courts guidelines ****************, any normal tear and wear should not be charged to the tenant. However, I was charged extra
  
  Cleaning Fee $200
  Painting Partial prorate $191.39
  Carpet Clean $115.0
  
  And after withholding my deposit, they sent a charge of ~$310.
  
  
  SAVOY opened a collection account against me at
  
  COLUMBIA DEBT RECOVERY LLC DBA GENESIS
  ###-###-####
  
  Account #: **********
  
  My request is to cancel the unfair cleaning/repairing charges against me and remove the collection from me.

  Business Response

  Date: 09/26/2024

  Dear ********,
  Thank you for bringing your concerns to our attention. We apologize for the frustration regarding the charges and the collection account related to your previous residence at Savoy in Sunnyvale, CA. We have contacted the property management and leadership team to review the charges and collection matter.
  A Greystar representative will reach out to you within the next 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair 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.

  This is a message I just sent to management at a Greystar- managed property:
  
  
  I am writing to address my concerns regarding this entire move-in ordeal. First, we have been waiting since June for what was supposed to be an exciting move. Only to be hit with one issue after another. First, we were lied to about a move-in date of 07/27 by leasing agent number 1, who we found out a few weeks later was no longer with the company. Then, leasing agent number 2 not only felt that not communicating for two weeks because she was busy was acceptable and couldn't provide a move-in date, but was one of the most unprofessional leasing agent I have ever dealt with. Subsequently, leasing agent number 3 had a lackluster attempt to appease us. She did the bare minimum and then was moved to another property before we even signed our lease. Lastly, leasing agent number 4, who doesn't advise us that the air conditioning is not working until I'm there to pick up the move-in packet. So, now we're waiting for the air conditioning to be repaired before we can move in. Oh, but that's not all, I finally had the opportunity to see the unit that is supposed to be renovated. It is not impressive from the moment you walk up to the door. There is paint on the doorbell, separation between the floor and the cabinets in the kitchen, hardware missing on the drawer in the kitchen, the flooring is hideous and definitely not the color we were shown in previous units, and paint it already broken on the base board in one area. I'm sure there are other deficiencies. However, it was SO hot in the unit. I really didn't want to spend too much time in it. Lastly, leasing agent number 4 was supposed to give me an update on the air conditioning repair today, 09/24. It is now 5:02 pm and I have yet to hear from her. I will be posting this information everywhere I can and sending it to corporate. I feel we need some remediation. Especially since we have complied with every task asked of us in a timely manner.

  Business Response

  Date: 09/26/2024

  Dear ********,
  Thank you for sharing your concerns with us. We apologize for the multiple issues you've experienced regarding your move-in process at Midtown Houston, including the delays, communication breakdowns, and the unresolved repair issues. We have contacted the property and their leadership team to investigate this matter, and a Greystar representative will be in touch with you within 10 business days to follow up on the repairs and provide further assistance.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/24/2024

  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.

  Facility agreed to pay full deposit, but each time I call to check on the status, I am told it will take longer to issue the remaining payment (two weeks, 30 days, etc…). For the first 7 months I was there, I received someone else’s mail- it took them 7 months to realize they had given me the key to someone else’s mailbox (mail fraud).

  Business Response

  Date: 09/19/2024

  I have reviewed this compliant and it appears that this individual was a renter at Tori's Place which is a Townhome Residential Rental Community.  While this community was built by *********** Construction the community is managed by Greystar Real Estate Partners.  The complaint this person has is with the company that rented the dwelling to her not the company that constructed the dwelling.  

  I was not able to respond sooner due to being on vacation.

  Please let me know if there are any further questions.

  Sincerely,

  Brad Schnell, Asset Manager, *********** Construction

  Email: brad@***********construction.com

  Customer Answer

  Date: 09/20/2024

  I received a call from ******* ****, who informed me that they don't have anything to do the the management of Tori's place, although it is listed as a "******* ****" property, but is managed by Greystar.  I am expecting that this complaint will need to be changed to a complaint aganst Greystar if we can do that.  I will await your decision on this.  If I need to withdraw this complaint, and issue one about Greystar, I will be willing to do this.  Please advise.

   

  ****** ********.

  Customer Answer

  Date: 09/25/2024

  Property was ******* **** Torri's Place, Spokane Valley, WA.

  Business Response

  Date: 09/26/2024

  Dear ******,
  Thank you for bringing your concerns to our attention. We apologize for the issues you've experienced regarding the delay in receiving your deposit refund and the mailbox situation during your stay at ******* **** Torri's Place. We have contacted the property and their leadership team to investigate this matter. A Greystar representative will be in touch with you within 10 business days to provide further assistance.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/24/2024

  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.

  Around the end of May, beginning of June, I applied for an apartment through reflections on 92nd. I was denied and was owed a $200 refundable deposit. After they sent it to the wrong address I asked them repeatedly to send it to my correct/current address... it is now nearing the end of September and the manger lacks competence to communicate with me via text, email, or call. I am still waiting for a response or at least an update as to where my refund is while she is taking a vacation.

  Business Response

  Date: 09/24/2024

  Hello ******,
  Thank you for sharing your concerns with us. We apologize for the inconvenience you’ve experienced regarding the refund of your $200 deposit from Reflections on 92nd. We have contacted the property and their leadership to investigate the matter, and a Greystar representative will reach out to you within 10 business days.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/23/2024

  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 file a complaint against Greystar for their persistent failure to respond to multiple attempts at communication regarding a critical billing issue. Over the past several weeks, we have made numerous efforts to contact the company through phone calls and emails to request an update on the final charge agreed upon with the landlord at Leigh House apartments, a property owned by Greystar. Despite these repeated attempts, we have received no response whatsoever outside of an initial phone conversation in which the agent, Angela S***, agree to adjust the charges after an emailed confirmation was sent. An email documenting the conversation with the landlord was sent to the agent - there has been no response since.
  
  This lack of communication has resulted in a significant problem: we are unable to make the final payment as agreed. The company's unresponsiveness puts us at risk of being placed in collections, despite our diligent efforts to resolve the issue.
  
  I have documented all of these communication attempts and can provide evidence if required. This situation is causing undue stress and potential financial harm. The company's failure to respond not only demonstrates poor customer service but also prevents the timely resolution of financial matters. I respectfully request your assistance in addressing this issue with greystar. My goal is to receive a response from the company, obtain the necessary billing update, and make the final payment to avoid any negative consequences. Thank you for your attention to this matter.

  Business Response

  Date: 09/23/2024

  Dear *******,
  Thank you for sharing your concerns with us. We apologize for the inconvenience you’ve experienced with the billing issue at Leigh House apartments. We have contacted the property team and their leadership to investigate this matter, and a Greystar representative will reach out to you within the next 10 business days to follow up.
  Thank you for your patience as we work to resolve this issue.
  Sincerely,
  The Greystar Team