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

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

• 

  Greystar

  1818 S State College Blvd Anaheim, CA 92806

• 

  Greystar

  5110 N. 129th Ave. Litchfield Park, AZ 85340

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  Greystar

  525 Olive Street San Diego, CA 92103

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:09/16/2024

  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 have a concern with Boulevard at Grant Park a Greystar Property Management company. I have complained to the administration here at my complex since May regarding a noisy neighbor. I was first told to provide video evidence in which I did where you can hear my upstairs neighbor walking loudly, vacuuming the floor, sliding chairs and tables during our quiet hours. I have video evidence from 11pm - 1am of the person violating our noise ordinance. The leasing staff keeps telling me that they have spoken with the individual and the noise lessens for a few days and then starts up again. It’s gotten to the point where the noise wakes me out of my sleep at night and several nights I have had to wear headphones. The last conversation I had with the leasing staff they told me that this would warrant a fine. I was told that the individual making the noise went to the property manager and had the fine removed and I believe that that person was credible because the noise never stopped. I finally was able to reach the property manager who told me that she had taken care of the situation with the tenant but couldn’t disclose her methods. She even suggested for me to relocate to another unit. I don’t understand how am I having to incur a cost and additional expenses when I was the one who initially submitted the complaint. I feel as if I am not be heard, and not being treated fairly with legitimate concerns. I have rights like each tenant here to be able to live peacefully in their own unit.

  Business Response

  Date: 09/16/2024

  Hello *****,
  Thank you for bringing your concerns to our attention regarding your experience at Boulevard at Grant Park in Atlanta. I apologize for the frustration you’ve experienced with the noise disturbances and the handling of your complaint. We have contacted the property team and their leadership to investigate this matter, and you can expect a Greystar representative to follow up with you within 10 business days.
  Thank you for your patience, and we appreciate your time in bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/13/2024

  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 signed a rental agreement with HFS for the period 2023-2024 at Nordheim Court. The final contract was for the period September 10, 2023 – August 17, 2024. A few months before my graduation, UW sold Nordheim Court to Greystar. After corresponding with Greystar's management, they informed me that a new agreement was not necessary and that I could continue under the existing agreement with UW. As a result, after graduation, I continued paying rent for the remaining period, including the first half of August.
  
  Based on my prior experience, when I first moved into UW housing, I began paying rent in the second half of August. However, Greystar is now asking me to pay over $500 for rent for the second half of August, which goes beyond the terms of the contract, as the contract has already ended. I sent an email to their office stating that the contract term had already ended, but they responded that they were unable to resolve the issue and threatened to hand it over to a third-party company if I do not pay.

  Business Response

  Date: 09/16/2024

  Hello ****,
  Thank you for reaching out and sharing your concerns about the rent charges for August at Nordheim Court. I apologize for any confusion or stress this situation has caused. We have contacted the property team and their leadership to investigate the issue further. A Greystar representative will follow up with you within 10 business days to assist.
  Thank you for your patience, and we appreciate your time in bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/13/2024

  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 currently going on my third year at living at Avana At The Pointe , which is a Greystar managed property. In our lease agreement, they charge us $10 a month to use a key fob for the gate. And the gate hasn’t worked since maybe February. I just re-signed a lease with this company and in this new contract it states that they still are charging $10 a month. I am irate and I’ve reached out to Greystar in July and have not heard back from them. This is fraud they are charging us for a service. They are not providing and I plan on getting a lawyer involved. I expect to hear back from someone at Greystar immediately, you guys are absolute thieves . I moved into this apartment on the notion, knowing that I was going to live in a safe environment that was protected by a gate. Now I see strangers walking in here all the time homeless people going through our trash.

  Business Response

  Date: 09/13/2024

  Dear Ms. *****,
  Thank you for bringing your concerns regarding the gate service at Avana At The Pointe to our attention.
  We have contacted the Avana At The Pointe property management and their leadership team to investigate this matter. A Greystar representative will reach out to you within 10 business days to follow up on your concerns and provide assistance.
  Thank you for your patience as we work to address this issue.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a guarantor on a lease for my son at The Retreat in Blacksburg which ended 7/31/2023. We had multiple issues during the course of this lease with the lack of follow through with management at the property. We wanted to sublet (as per the lease allows) and because of their failure to process the paperwork or respond at all, we lost the sublet opportunity. Its been a year of phone calls and emails regarding the issue with no callback trying to reach a resolution or discuss the matter. Now they have sent me to collections for the last months rent which I withheld until the matter was addressed. I have spent the entire day calling offices to get this issue rectified only to be bounced around to another office... finally my fifth person I was referred to told me "they have no office that deals with issues". This company is a taker....and for some reason they have no accountability for their gross mismanagement and failure to respond in a timely basis. Im ready to hire a lawyer ....I see they are in the midst of one class action suit already.

  Business Response

  Date: 09/16/2024

  Hello *****,
  Thank you for sharing your concerns with us regarding your experience as a guarantor on the lease at The Retreat in Blacksburg. I apologize for the issues you’ve faced, particularly the delays with the sublet process and the follow-up. We have contacted the team at The Retreat and their leadership to investigate the matter and ensure a Greystar representative reaches out to you within 10 business days to assist further.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/12/2024

  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.

  On June 30, 2024 I moved out of 611 Landis Ridge Drive, Louisville, KY 40245, a townhouse in Middletown Landings(ML) an apartment community managed by Greystar Property Management. I had lived in that community for over 4 years in two different apartments. On August 1, 2024 I received an email from Greystar receivables with the final "Summary of Move Out Charges" with a balance due of $1518.91. According to the statement the main reason for this excessive balance was damages from having to replace all flooring. I called the number and asked for an explanation. I was sent pictures of carpet staining and a single picture of a spot on the plank flooring as evidence of damage. The first issue is the damage to the plank flooring was present when we moved in. We listed it on the the move-in inspection paperwork which I turned in to MJ at the office. I also provided dated photographic evidence showing the damage was present the day we moved in. The second issue is an additional $585 of deposit funds we paid on our initial lease was not accounted for. The collections professional stated she had no evidence of that deposit and would need proof. I provided her with a signed lease. She stated those are often wrong and would need a bank statement, which I provided. I asked that the move out charges to be recalculated to include the additional deposit and the cost of the plank flooring to be removed. The Greystar collections CSR has provided a "carpet invoice" that includes plank flooring installation as evidence that there are only carpet charges. In addition to misleading statements like a lease does not have accurate numbers. It also appears ML did not perform their own move-in inspection before I moved in> I have reached out to ML with no response from management. I would like to resolve this issue fairly and equitable. However, ML and Greystar won't consider the detailed evidence I provided and only interested in using former tenants to pay for upgrades.

  Business Response

  Date: 09/16/2024

  Hello *****,
  Thank you for sharing your concerns with us regarding your move-out experience at Middletown Landings. I apologize for the frustration caused by the floor damage charges and the missing deposit. We have contacted the team at Middletown Landings and their leadership to investigate the matter, and you can expect a Greystar representative to reach out to you within 10 business days to assist further.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/12/2024

  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 moved into my apartment at the village at lake lily after receiving the keys on August 24th and immediately noticed roaches, along with a dirty kitchen with food on the floor and between the fridge and wall. I immediately went and reported this to the office, and they asked for time until Thursday to address the issue. Unfortunately, the problem remains unresolved, and the apartment is infested with roaches.
  My son has asthma and severe allergies, and I cannot keep spraying day and night. I work in the operating room, and it would be disastrous if roaches got into my bag. I have tried everything from roach bombs to other methods, but the issue persists, especially at night when many roaches come out. I no longer feel safe and am concerned about sanitation, as roaches are crawling on plates, and I’m scared to leave food out.
  
  one of the leasing agent at the facility mentioned that after I complained about the roaches on moving day, she discussed with her colleague why I was given that apartment. She also indicated that since I saw the apartment's condition and agreed to move in, I should not have moved my belongings if I found the conditions unacceptable. Essentially, she suggested that it is my fault for agreeing to give you until Thursday to address the infestation.
  
  Since move-in day, I have been in regular communication with the office, but they have not offered me another apartment, despite my informing them that I have left my kitchen items at my old apartment. sinceI want to move out they want to give me another apartment. I cannot handle this infestation, nor can I trust the leasing office to provide a non-infested unit. I am requesting to be let out of the lease without any penalties. I have pictures and videos to document the conditions.

  Business Response

  Date: 09/13/2024

  Dear Ms. *****,
  Thank you for bringing your concerns regarding the condition of your apartment at The Village at Lake Lily to our attention.
  We have contacted the property management and leadership team at The Village at Lake Lily to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide assistance.
  We appreciate your patience as we work to resolve this issue.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/11/2024

  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.

  The apartment charged us extra on move out, claiming there was damage beyond normal wear and tear. We ensured we were present for the final inspection and we took pictures and videos throughout the final inspection. We were told by the staff that did our final inspection that everything was clean and that the apartment did not have any wear beyond acceptable wear and tear, and that we shouldn’t be charged for anything because they were going to do a full renovation of the apartment unit.
  
  They then sent us a bill. We disputed the bill within a week of receipt. They assigned a specialist to our case who was from accounts receivables who sent us a pdf document with pictures but no notes. I have pictures and videos disputing their claims which I shared with them. We asked for receipts and documentation to substantiate their claims against our security deposit. They did not respond to that email and we heard nothing back from them. They also did not return our security deposit. Now they have sent us to collections even though they did not respond to our last correspondences.

  Business Response

  Date: 09/11/2024

  Dear Mr. ***,

  Thank you for bringing your concerns to our attention, and we apologize for the issues you’ve experienced with the additional charges following your move-out. We have contacted the management team and leadership at the property to investigate this matter, and you can expect a Greystar representative to reach out to you within 10 business days.

  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/10/2024

  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.

  Alaire Apartments. On Aug 29 I put in a maintenance request for a clogged toilet. It is now September 10, and I have heard nothing. I moved in Aug 2021 and from the first day had issues with the toilet. They have replaced it twice with the same type of low water toilet. It has not been fixed. My toilet is still full of poo and unusable. This means everyone in my household must use the master bath in my room. This is extremely inconvenient. Sept. 5th the freezer portion of my refrigerator went out. The freezer I fixed myself but i did not tell them. I was hoping they would come fix it and I could ask about the toilet. I have not heard anything from anyone about either of these issues. I understand you just took over this property at the end of July but the Communication in none. I have 2 phone numbers for the front office. I have sent numerous emails to management and Greystar corporate. No one answers either number or they both go to a voice mailbox that is full. This is very frustrating.

  Business Response

  Date: 09/11/2024

  Hello Ms. *****,

  Thank you for sharing your concerns with us. We sincerely apologize for the issues you've experienced with the maintenance requests at Alaire Apartments, particularly the clogged toilet and the freezer malfunction. We understand how frustrating this has been for you and your household.

  We have contacted the property and their leadership to investigate this further. A Greystar representative from Alaire Apartments will reach out to you within the next 10 business days to address your concerns directly.

  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/10/2024

  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.

  On July 31, 2024 my roommates and I ended our lease with the Retreat and Greystar real estate partners. No final bill was ever received for move-out charges from either of these companies. On Thursday, September 5, 2024 all roommates received an email from Genesis Debt Collection. Upon calling Genesis for information, I requested an itemized invoice from the original bill, but that was never sent to me. I went to the Retreat on Friday, September 6, 2024 to ask questions and inquire about an itemized list but they claimed they no longer have access to any of our information, the final bill, or an itemized list of services we are being charged. The Retreat directed me to contact Greystar. I have attempted to contact Greystar 5 times since Friday, September 6, 2024 with no returned calls. I am reaching out to inquire if it is legal for a company to not send a final bill, sell our debt to Genesis collection agency, and accrue daily interest on a bill we never received? How can I go about getting this information and ensure that my credit will not be damaged. I appreciate any help you can give.

  Business Response

  Date: 09/10/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We apologize for the confusion and frustration you experienced regarding the move-out charges from your lease at The Retreat. We have contacted the property management team at The Retreat and their leadership to investigate your case. A Greystar representative will follow up with you directly within the next 10 business days to provide further clarification on the charges and assist with your request for an itemized invoice.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/10/2024

  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.

  In Nov 2024, I completed a rental application for a unit at EON squared. Unfortunately we were told the system can’t transfer the application within the same building. This resulted in a duplicates charge for the rental application fee. I disputed this secondary charge with my bank prior to moving into the property. Now after living at the property for 8 months it has come to or notice this duplicate application fee is now hit my credit report. The Greystar team have failed to address the issue appropriately, and I am suffering the consequences. I’d like to request a correction to our credit reports and a form of compensation for the hindrance.

  Business Response

  Date: 09/10/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We apologize for the inconvenience caused by the duplicate application fee at Eon Squared and the impact it has had on your credit report. We have reached out to the property and its leadership team to investigate and ensure this matter is addressed. A Greystar representative from Eon Squared will contact you within 10 business days to follow up on your credit report and any further resolution steps.
  We appreciate your patience, and we are committed to resolving this issue promptly.
  Best regards,
  The Greystar Team