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Business Profile

Property Management

Greystar

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

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

    • 2,341 total complaints in the last 3 years.
    • 794 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:09/21/2024

      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.
      This apartment is not providing tenants a habitable living space. They are charging over 1600 a month and do not fix anything. Every week there is no hot water and we have to wait days. The last time it was a week and we received no compensation. The hot water is currently out, 9/21, and being told will be without until monday. The building has caught fire because they hire incompetent people. My apartment floods when it rains for the past 4 years. They are taking advantage of people and this place needs to be condemned. Tenants need to be compensated due to their negligence.

      Business Response

      Date: 09/23/2024

      Dear *****,
      Thank you for bringing your concerns to our attention. We apologize for the issues you’ve been experiencing at Lumiere, including the hot water outages, flooding, and safety concerns. 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 on your concerns.
      We appreciate your patience as we work to resolve this issue.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/20/2024

      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.
      Never received my refund for my security deposit upon moving out. Was told it would be sent to me within 21 days (per my lease) of my moving out, but the company took many days to respond to me and said there was an accounting problem. I've been trying to get my refund for a month now and they have not been helpful or very responsive.

      Business Response

      Date: 09/23/2024

      Dear ******,
      Thank you for bringing your concerns to our attention. We apologize for the delay in processing your security deposit refund and the frustration it has caused. We have contacted the property management team and their leadership to investigate this matter. A Greystar representative will be in touch with you within 10 business days to follow up and address your concerns.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/20/2024

      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.
      My father, **** ** *******, age 85, was a resident at The Pointe at Siena Ridge from 1/5/2023 to 8/26/2023, apt #135. He was moved from the facility upon a decline in his health and urgent recommendation from his physician that he no longer live independently. Due to the income requirements of the apartment building, I needed to co-sign on the apartment with my father as his income did not meet the requirements. I did not reside there at any time. I was told when entering into the lease that, if at any time my father could no longer live independently, that any lease penalties would be waived upon confirmation of his medical condition. Upon receiving the advisement from his physician, I spoke to the building’s management and office staff. Each assured me that upper management would reach out to me to obtain all necessary documentation to waive any early lease termination penalties given my father could no longer live independently. I also posted messages to the resident portal and paid all outstanding fees posted to the account through the end of August, including exit cleaning fees.
      A few days after moving my father out, he was admitted to the hospital for 3 weeks, then spent 3 months in a rehabilitation facility before moving into my home. At no point after moving my father from the apartment building did anyone reach out to me regarding outstanding fees or charges, until I began receiving collection calls in August 2024, stating that I owe $3,800+ in unpaid rent and fees. This is now on my credit report. I am appalled at the mistreatment of myself and my father in what has been a very difficult situation as I watch my father’s health decline and him unable to care for himself or handle daily tasks. I have been given no ability to provide documentation of my father’s health and have apparently been lied to by the apartment complex staff repeatedly. From all information that was provided to me, I do not owe The Pointe at Siena Ridge anything further.

      Business Response

      Date: 09/23/2024

      Dear ****,
      Thank you for sharing your concerns with us. We apologize for the distress this situation has caused you and your father during what is already a difficult time. We have contacted the management team at The Pointe at Siena Ridge, along with their leadership, to investigate the matter. A Greystar representative will reach out to you within the next 10 business days to address your concerns and provide any necessary assistance regarding the outstanding charges.
      Sincerely,

    • Initial Complaint

      Date:09/20/2024

      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 am writing to you about a concern I’ve had with Greystar property management and particularly their Welton Park property at 2300 Welton St.2 years ago, I applied to live here and was mislead by the property manager that I would be eligible. In the end, I was denied and ended up finding other accommodations. I was never given a key nor signed a lease.A few months later I get calls that I am being evicted for non-payment. I was confused and worked with the current manager to find the previous one had been committing fraud and had signed me up in their system without my approval and was supposedly fired for this. He even went over to the apartment to find it had clearly been empty and unused for months. I was assured he would take care of it and I didn’t need to worry.However, now about a year later, I have started getting demands from Greystar’s Accounts Receivable department for over $13,000 they say I owe them.My only relationship with this company was an application that they denied. They are attempting to resolve the issue internally but said it would take a while (and they’ve said that in the past and been wrong.)As one of the largest property management companies, there is a huge power differential between us; I feel like they are abusing their power over people in low-income housing. I can only imagine what actual tenants are experiencing if this is how they treat random citizens who never lived there.

      Business Response

      Date: 09/23/2024

      Dear ****,
      Thank you for bringing this to our attention. We apologize for the confusion and frustration caused by this situation. We have contacted the management team at Welton Park and their leadership team to investigate this matter. A Greystar representative will be in touch with you within 10 business days to follow up and address your concerns.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/19/2024

      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.
      When it was time to sign a new lease (2024) with Aventura Decatur in Atlanta, GA, we were given less than a 65 day notice of a rent increase -- we were informed of the rent increase on June 6, 2024 while the lease would renew on July 15, 2024. When we were given a new lease to sign it included the name of a guarantor who should not have been on the lease, as they had been removed from the lease in 2023. We informed the leasing office of the problem and ask that a corrected lease be issued. When the problem was not resolved by the end of the lease period, July 15, 2024, we gave a 30 day notice of moving out. We were then charged an additional $500 in month-to-month rent that we were not informed we would be charged until the charge was placed on the account. If a 65 day notice of a rent increase was not given, an increase in the rent was not valid -- as per sections 3 and 15 of the signed lease agreement. There is no mention of an increase of $500 in the signed lease agreement (attached).

      We have reached out to the leasing office and regional office numerous times over email and phone calls and have not received any response. If we do not hear back by Monday, September 24, as mentioned in the emails and phone calls we have left withe both offices, we will be pursuing legal action in small claims court.

      Business Response

      Date: 09/23/2024

      Dear *******,
      Thank you for sharing your concerns with us. We apologize for the issues you’ve encountered with the lease renewal process and unexpected charges at Aventura Decatur. We have contacted the property management team and their leadership to investigate this matter. A Greystar representative will be in touch with you within 10 business days to follow up and address your concerns.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/19/2024

      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.
      Greystar failed to notify my daughter or us as guarantors of any balance due after moving out of the Retreat in State College, PA. Instead, we were notified by a collection agency that refused to provide us an itemized statement and had also begun adding interest to the amount due as of the first date the statement was sent. My daughter contacted Grant B*****, a Regional Property Manager, to obtain an itemized list of charges. Grant agreed, in writing, to remove the cleaning fee and said the account would reflect the new balance in 48 hours. That correspondence was September 11, 2024 and it’s still not completed, Grant will not respond to my phone calls, and will not follow up with definitive action to my daughter’s emails. The collection agency gave 30 days before reporting your credit. We are continuing to be charged a daily fee for interest charges.

      Business Response

      Date: 09/23/2024

      Dear ******,
      Thank you for bringing your concerns to our attention. We apologize for the communication issues and frustration regarding the outstanding charges at the Retreat in State College. We have contacted the property management team and their leadership to investigate this matter. A Greystar representative will be in touch with you within 10 business days to follow up and address your concerns.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/19/2024

      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 am writing to file a complaint regarding unreasonable move-out charges imposed by Westgate Apartments (address: Westgate Apartments, 231 S De Lacey Ave, Pasadena), where I was a tenant of Unit ****.I moved out the apartment on August 13, 2024, and on August 20, 2024, I received a move-out statement including the following move out charges(please see attached file 0820):Cleaning Fee: $225Carpet Cleaning: $102Painting Fee: $175Upon reviewing these charges, I found them excessive because I kept the apartment in good condition, so I requested receipts and detailed explanations for the charges. Based on my understanding, it is a legal requirement under California law for the landlord to provide proof/bill of expenses within 21 days of the move-out date. However they sent me only an invoice on September 4, 2023(please see attachement 0904), which is beyond the legally mandated period.I believe that these charges are unjustified and that the apartment management has failed to comply with the legal timeframe for providing the documents. I am seeking assistance from the BBB to obtain a resolution and to have these unfair charges removed.Thank you for your time and assistance in this matter. I look forward to your help in resolving this issue.Sincerely,*****

      Business Response

      Date: 09/19/2024

      Dear *****,
      Thank you for sharing your concerns with us regarding the move-out charges at Westgate Apartments. We sincerely apologize for the frustration caused by this matter.
      We have contacted the team at Westgate Apartments and their leadership to investigate your concerns about the move-out charges and the delayed provision of documentation. A Greystar representative will reach out to you directly within the next 10 business days to follow up.
      Thank you for your patience.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/17/2024

      Type:Order 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 was living in a Stachybotrys mold infested apartment for 4 months; *** ******* Austin indicated to me and property management of the health hazard the mold posed. My request for maintenance went unattended for 10 weeks. Hazmat suits were required to address mold issue that remains a project 21 months after in progress.
      I was moved to a new apartment.
      I agreed to renew my lease in 2023 Dec for 15months under written conditions from management to reimburse ALL residents for lack of access to amenities, as promised in lease contracts, due to mold remediation forced shut downs.
      Greystar properties continues to stonewall residents and not honor their commitments.
      At minimum, I request reimbursement for the four months rent of mold exposure and termination of lease at no cost.

      Barton creek Villas resident,
      ******* *******
      Apt ****
      Austin, tx 78735

      Business Response

      Date: 09/18/2024

      Dear *******,
      Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you have experienced during your time at Barton Creek Villas.
      We have contacted the property management team and their leadership to review your concerns, including the issues with mold remediation and lease terms. A representative from Barton Creek Villas will reach out to you within the next 10 business days to address the matter.
      Thank you again for sharing your concerns with us.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/17/2024

      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.
      Greystar/Sage at Green Valley apartment complex tried charging us $1,284.67 for move out charges that we should not have been charged for, especially all the damages. My husband, **** *******, and I did not create any damages while living at our apartment unit #4318. And while we were living there the apartment complex was called 3001 Park and they were remodeling and repainting the entire apartment complex as much as they could. We think they charged us for remodeling our unit. I asked for a detailed breakdown of the move out charges and the list was a lot of "Damages" and their costs. This is the first time that I have not received money back from my deposit and credit. Greystar took our deposit, and our credit, and still charged us an additional $1,284.67.00 on top of that. This is not fair and not right.

      Business Response

      Date: 09/17/2024

      Dear ********,
      Thank you for bringing your concerns to our attention regarding the move-out charges at Sage at Green Valley. We apologize for the issues you have experienced regarding the charges you have described.
      We have contacted the property and its leadership to investigate your situation. A representative from Greystar will reach out to you directly within 10 business days to follow up on your concerns.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:09/17/2024

      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 am a tenant at the Living at Santa Monica apartment complex in Santa Monica, CA. This apartment complex is owned by Greystar California, Inc. dba Greystar | Corp. License No. ******* | Broker: Gerard S. D****** | License No. ********. This company is improperly charging me and other tenants "Building Loss Protection Fees" at a rate of $15 per month and even when we show them evidence that we have renter's insurance in place covering our apartments, they continue to charge us these fees and will not respond to our requests for reimbursement and will not respond to our requests to stop these improper charges. I have been improperly charged $105.00 to date.

      Business Response

      Date: 09/17/2024

      Dear *******,
      Thank you for bringing your concerns to our attention regarding the "Building Loss Protection Fees" at Living at Santa Monica. We apologize for the issues you've experienced with these charges.
      We have contacted the property and its leadership to investigate your situation. A representative from Greystar will reach out to you directly within 10 business days to follow up on your concerns.
      Best regards,
      The Greystar Team

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