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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  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: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 November 16, 2024, ******* ***** and I completed a rental application for Eon Squared, a Greystar-owned community. After discussing with the sales agent, we decided to wait for a different unit that better matched our move-in date. We were informed that our rental application could be transferred to a more suitable unit.On December 21, 2024, we found a unit we ultimately wanted to move into and submitted a new rental application. We were told we would be refunded because their system had issues transferring our initial application. ******* ***** visited Eon Squared to confirm this, and another representative advised her to dispute the charge.Following this advice, both my partner and I submitted a dispute through *****, which was successful. On January 2, 2025, my partner and I moved in, and I sent an email to address the collection issue with the Eon team. The manager did not respond until May 8, after I sent a follow-up email. On July 7, 2025, I noticed that my credit score had dropped by 100 points due to an unfair $300 charge that was disputed and won through my bank. I have lived in the building for eight months and have consistently paid on time. The Eon and Greystar teams have failed to address the issue appropriately, and I am suffering the consequences. I request a correction to our credit reports, an apology, and some form of compensation for the inconvenience.

  Customer Answer

  Date: 09/10/2024

  Hi,

  This is the documentation of the disputes with ***** that was won as duplicated charges, that they are sending me to collections for.

  Business Response

  Date: 09/10/2024

  Dear *****,
  Thank you for sharing your concerns with us. We apologize for the billing issue you encountered regarding the $300 charge related to your application transfer for Eon Squared. We have contacted the property and its leadership team to investigate the matter and ensure a prompt follow-up. A Greystar representative from Eon Squared will be in touch with you within 10 business days to address the credit issue you mentioned and provide any necessary updates.
  Thank you again for bringing this to our attention, and we appreciate your patience as we work through this matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/09/2024

  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.

  Dear Better Business Bureau,
  
  I am filing a formal complaint against The Met Apartments regarding the ongoing termite infestation I have experienced during my lease at 200 E Fillmore Ave Phoenix Arizona.
  
  Since the beginning of my lease, I have paid approximately $20,000 in rent, and for about 90% of that time, I have been dealing with severe termite infestations. These infestations have significantly impacted my living conditions, as termites have been found in my bed, my children's beds, the ceilings, and even their toys.
  
  Despite bringing this issue to the attention of the property management on multiple occasions, the problem has not been resolved, resulting in continued distress and disruption for my family.
  
  Despite numerous reports to the property management, the issue has persisted. In light of these unresolved challenges, I requested that two months of rent be waived as compensation for the significant inconvenience we have endured. In response to this request, the property management has now decided not to renew my lease, which I believe is an act of retaliation for raising valid concerns and requesting a reasonable resolution.
  
  This retaliation is deeply concerning and has further exacerbated the stress my family and I have experienced during our tenancy.
  
  I am seeking the Better Business Bureau’s assistance in addressing these issues, as I believe my request for a rent waiver was fair given the circumstances, and retaliatory actions should not be tolerated.

  Business Response

  Date: 09/10/2024

  Dear ******* **********,
  Thank you for sharing your concerns with us. We are sorry to hear about the termite infestation issues you have experienced during your time at The Met Apartments. We understand how distressing this has been for you and your family. We have contacted the property management team at The Met Apartments and their leadership to investigate your concerns. A representative from Greystar will be in touch with you within 10 business days to address this matter.
  Thank you again for bringing this to our attention, and we appreciate your patience as we work to resolve this.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/09/2024

  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.

  Myself and my roommates ended a lease with the Retreat at State College and Gray Star real estate Partners on July 31st 2024. No final bill was ever received for moveout charges, carpet cleaning, painting, etc. from these companies. On Thursday September 5th 2024 all roommates received an email from Genesis debt collection. Upon calling Genesis for information on the original bill (itemized invoice from Greystar) we were told they didn't have access to the information and I just needed to pay as interest was accruing daily. We were also told we owed well over $1,000 and I had already paid a portion (I haven’t paid anything) and I needed to pay the balance. This was a bold-faced lie as I had just received the notice and was at a loss not knowing what to do. Both the Retreat and Greystar are also claiming they no longer have access to our information on our cleaning bill, how or if they ever sent a bill, or an itemized list of services we are being charged. The Retreat as of August 26th, changed management companies and is claiming they have no past resident information. Greystar is claiming that since they stopped managing The Retreat on August 26th they have no access to the information and Genesis would have to provide it. I'm 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 making sure that our credit is not damaged? I appreciate any and all help you can give.

  Business Response

  Date: 09/10/2024

  Dear ****** ********,
  Thank you for sharing your concerns with us. We are sorry to hear about the confusion regarding the final bill and the subsequent communication from Genesis Debt Collection. We have contacted the property management team at The Retreat at State College and their leadership to investigate your concerns and retrieve the necessary information. A representative from Greystar will be in touch with you within 10 business days to address this matter.
  Thank you again for bringing this to our attention, and we appreciate your patience as we work to resolve this.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/09/2024

  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.

  Myself and my roommates ended a lease with the retreat and Greystar real estate partners on July 31st, 2024. No final bill was ever received for move out charges (carpet cleaning, painting, Etc.) from these companies. On Thursday September 5th, 2024 all roommates received an email from Genesis Debt Collection. Upon calling Genesis for information on the original bill (itemized invoice from Greystar) I was told they didn't have access to the information and I just needed to pay as interest was accruing daily. I was also told we owed well over $1000 and I had already paid a portion and I needed to pay the rest of the balance. This was a bold-faced lie as I had just received the notice and was beside myself not knowing what to do. Both the Retreat and Greystar are also claiming they no longer have access to our information on our cleaning bill, how or if they ever sent a bill, or an itemized list of services we are being charged. The Retreat, as of August 26th, changed management companies and is claiming they have no past resident information. Greystar is claiming that since they stopped managing The Retreat on August 26th they have no access to the information and Genesis would have to provide it. 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 making sure that my credit is not damaged? I appreciate any and all help you can give!

  Business Response

  Date: 09/10/2024

  Hello *****,
  Thank you for reaching out and sharing your concerns with us. I sincerely apologize for the confusion regarding the move-out charges and the communication you received from Genesis Debt Collection. We have contacted The Retreat and their leadership team to investigate this situation further. They will reach out to you within the next 10 business days to clarify the charges and provide the necessary itemized billing information.
  We understand how frustrating this situation must be, and we appreciate your patience as we work with the property team to resolve your concern.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/09/2024

  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.

  My son and roommates ended a lease with the Retreat and Greystar real estate partners on July 31, 2024. No final bill was ever received for move out charges (carpet cleaning, painting etc) from these companies. On Thursday, September 5, 2024 all roommates received an email from Genesis Debt Collection. Upon calling Genesis for information on original Bill (itemized invoice from Greystar) I was told they didn’t have access to the information and I just needed to pay as interest was accruing daily. I was also told we owed well over $1000 and my son had already paid a portion and I needed to pay the balance. This was a bold face lie as my son had just received the notice and was beside himself not knowing what to do. Both the Retreat and Greystar are also claiming they no longer have access to our information on our cleaning bill, how or if they ever sent a final bill, or an itemized list of services we are being charged. The Retreat, as of August 26th, changed management companies and is claiming they have no past resident information. Greystar is claiming since they stopped managing the Retreat on August 26 they have no access to the information and Genesis would have to provide it.
  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 making sure our credit is not damaged.
  I appreciate any and all help you can give.

  Business Response

  Date: 09/10/2024

  Hello ******,
  Thank you for reaching out and sharing your concerns regarding your son’s move-out charges. I apologize for the confusion surrounding the bill and the notice from Genesis Debt Collection. We have contacted the property management team at The Retreat and their leadership to investigate the issue and gather the necessary information. They will follow up with you within the next 10 business days to provide an explanation of the charges and the itemized bill.
  We understand how unsettling this situation can be, and we appreciate your patience as we work with the property team to resolve the matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/07/2024

  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 a complaint over move out charges for which I am not responsible from the Vineyards at Hammock Ridge. My lease ended 8/3/2024. I initially moved in on 6/4/2021. I gave the appropriate 60 days written notice and paid all of my final rental fees. I was told to expect a final utility bill after vacating. No one was available to do a final walkthrough with me so I documented with pictures how I left the unit. I received a claim notice by certified mail dated 8/23/2024 saying I owed $182.17 for my final utility bill to which my $150 deposit was applied, leaving a balance of $32.17. I paid this balance 9/6/2024. Additionally, I am being told I owe $1,357.80 for new carpeting due to “more than just normal wear and tear with very dark stains.” I have photo evidence of how I left this apartment after cleaning it and then vacating the unit. There is no evidence of this claim in these photos. A claim for $190 cleaning fee is also being charged when, as stated previously, I thoroughly cleaned the apartment before I vacated and I have photo evidence of this as well. I did speak with Emily Suarez in the leasing office in hopes of clearing this up. She received my dispute to this claim and photo evidence via email 8/27/2024 to which she responded that she would forward them on to the accounts receivable department. Accounts receivable called I believe it was 9/4/2024 only to confirm that I had received the bill with no consideration given to the evidence I provided that these additional charges were unjustified. I would like to think this is an honest mistake. Unit ***** which was across from my unit (12107) was also vacated around the same time and I know for a fact that unit was flooded multiple times. I could see pictures of that unit possibly having been confused with mine and therefore causing this confusion. Either way, I did not leave my unit in a state that would have required excessive cleaning or replacing the carpets.

  Business Response

  Date: 09/09/2024

  Dear *****,
  Thank you for sharing your concerns regarding the final move-out charges at Vineyards at Hammock Ridge. We apologize for the frustration this situation has caused. We have contacted the property and its leadership team to investigate your claims, including the concerns regarding the carpeting and cleaning charges. A Greystar representative will be in touch with you within 10 business days to follow up directly on the resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/07/2024

  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 was erroneously charged $1100 ($500 and $600 separately) on July 22nd when filling out an application for leasing an apartment in a building managed by Greystar (The Glade on Laurel). I NEVER SIGNED A LEASE FOR THIS APARTMENT NOR WAS I EVER PRESENTED WITH LEASING DOCUMENTS FOR IT. Instead, I have spent weeks attempting to get a refund to no avail, and the Greystar representative I was corresponding with (Sherry Beckford, listed on the attached doc) is not responding despite assuring me that I would be refunded (the refund was supposed to have been issued within 1-3 business days of the attached document, which was 7 business days ago).

  Business Response

  Date: 09/09/2024

  Dear *****,
  Thank you for sharing your concerns regarding the charges related to your application at The Glade on Laurel. We sincerely apologize for the delay in processing your refund. We have contacted the property and its leadership team to investigate this matter. A Greystar representative will reach out to you within 10 business days to follow up directly on the resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/06/2024

  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 was a renter at Magnolia Heights from July 2021 to July 2024. In accordance with my lease, I gave the property a 60 day notice that I would be moving out at the end of my lease on July 17, 2024. I moved out in a timely manner, never missed rent, and took pictures showing the condition I left the property in.
  
  The office told me that I would receive my security deposit and prorated rent and water utilizes back within 30 days. It’s now September 5th, and I still have not received my check.
  
  I emailed 5 times over the last week and a half, and none of my emails have been responded to. I’ve called multiple times, and the only time they answered they told me to come in. I went to the office, and was told by the office that they couldn’t help me.
  
  I’m wondering what resources are available and what steps to take next. I appreciate your assistance with this.

  Business Response

  Date: 09/06/2024

  Dear ********,
  Thank you for bringing this matter to our attention. We apologize for the delay in processing your security deposit and prorated rent and water utilities refund following your move-out from Magnolia Heights. We understand how frustrating this situation has been for you.
  We have contacted the property management team and their leadership at Magnolia Heights to investigate this issue promptly. A representative from the team will reach out to you within the next 10 business days to address your concern directly.
  Thank you for your patience, and we appreciate your time with us at Magnolia Heights.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/05/2024

  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.

  On July 14, my son began an application at the Union Apartments in Tempe, Arizona. The company offered a refunded application fee of $285.00 and a $1000 incentive to complete an application and sign a lease within 48 hours of receipt. We completed the application immediately as my son would sublease from an individual. This individual said each room in the 2x1 had its lease. On July 14, after receiving the guarantor paperwork and a copy of the actual lease, I, the guarantor, quickly realized this was not the case and that I would be responsible for the entire 2x1 apartment lease. We called Union and said we were no longer interested in the apartment, thus forfeiting the $285.00 application fee. We explained the situation, and Union did not offer an immediate solution. On July 19, I received a call from Union stating they offer individual leases and some rooms were currently available. I was verbally promised that both incentives would be applied to us as this was a new application and a new lease. This recorded phone call occurred on July 19th at 432 PM. On September 3, 2024, my son emailed the leasing office and asked for both incentives to be redeemed. Mr. Leo V* refused to provide the promised funds. I spoke to Mr. V*, who assured me all calls are recorded. I asked him to pull the transcript from July 19 at 432 PM and honor the promised incentive. He refused. Now, I believe a "bait and switch sales tactic," has been applied. This is an illegal tactic, outlined by the Federal Trade Commission. I ask that the Better Business Bureau demand this recording on July 19th at 432 PM (a six minute call) be retrieved and the Union Apartment sales team accountable to the shady sales tactics used to attract young and inexperienced tenants. The Union takes advantage of those less experienced and vulnerable to large corporations. Mr. V*, the manager, is demeaning, degrading and rude to paying customers. Shame on him and the Union for not listening.

  Business Response

  Date: 09/06/2024

  Dear Ms. *******,
  Thank you for bringing your concerns to our attention. We apologize for the frustration this situation has caused you and your son regarding the application and incentives at Union Apartments in Tempe, AZ. We have contacted the property and their leadership team to investigate the matter, and a Greystar representative will reach out to you within 10 business days to address your concerns.
  We appreciate your patience as we work to resolve this issue.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/05/2024

  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.

  Date of the transaction: The ongoing issue started a few weeks ago.
  
  Amount of money paid to the business: Lease agreement with a penalty fee of $5,498 if terminated early.
  
  What the business committed to provide you: A safe and habitable living environment without significant disruptions.
  
  Nature of the dispute: A few weeks ago, my apartment in Massachusetts became infested with a large number of flies despite all windows and doors being properly shut. I immediately contacted the leasing office, provided them with pictures, and requested urgent assistance. However, they have failed to address or resolve the problem. This infestation has caused severe mental distress and negatively impacted my daily life, including constant nightmares and potential mental health issues.
  
  Efforts to resolve the problem: I requested early termination of my lease without paying the penalty fee, as this issue is not my fault and has made my living situation unbearable. Despite reaching out, the leasing office refused my request and even entered my apartment without permission, dismissing the infestation as flies coming from outside and advising me never to open my windows or doors. Their lack of response and inappropriate actions have left me feeling helpless and extremely distressed.
  
  What you want the business to do: I am requesting to terminate my lease early without the penalty fee of $5,498, as this situation was not caused by me, and it is unfair to be charged for conditions beyond my control.

  Customer Answer

  Date: 09/05/2024

  The name of GreyStar property is Ocean 650 apartment, whose location is 650 ocean avenue, Revere, 02151.

  Date of the transaction: The ongoing issue started a few weeks ago.
  Amount of money paid to the business: Lease agreement with a penalty fee of $5,498 if terminated early.
  What the business committed to provide you: A safe and habitable living environment without significant disruptions.
  Nature of the dispute: A few weeks ago, my apartment in Massachusetts became infested with a large number of flies despite all windows and doors being properly shut. I immediately contacted the leasing office, provided them with pictures, and requested urgent assistance. However, they have failed to address or resolve the problem. This infestation has caused severe mental distress and negatively impacted my daily life, including constant nightmares and potential mental health issues.
  Efforts to resolve the problem: I requested early termination of my lease without paying the penalty fee, as this issue is not my fault and has made my living situation unbearable. Despite reaching out, the leasing office refused my request and even entered my apartment without permission, dismissing the infestation as flies coming from outside and advising me never to open my windows or doors. Their lack of response and inappropriate actions have left me feeling helpless and extremely distressed.
  What you want the business to do: I am requesting to terminate my lease early without the penalty fee of $5,498, as this situation was not caused by me, and it is unfair to be charged for conditions beyond my control.

   

  Business Response

  Date: 09/05/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the distress caused by the fly infestation in your apartment at Ocean 650 Apartments. We understand how upsetting this situation has been for you.
  We have contacted the property management team at Ocean 650 Apartments and their leadership to investigate the issue further. A Greystar representative will reach out to you within 10 business days to discuss your concerns and work toward a resolution.
  Thank you for your patience as we look into this matter.
  Sincerely,
  The Greystar Team