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Business Profile

Property Management

Greystar

This business is NOT BBB Accredited.

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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

    • 2,337 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:09/04/2024

      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 is charging unfairly assessed move-out fees on account number ******** that were not indicated during pre-move out inspection and no final inspection was done during the scheduled time. The apartment was left in good condition and required a basic cleaning only.

      Greystar is charging for paint (wear and tear, no major damage caused by tenancy), cleaning (this one is fair), extra dirty cleaning (this is unjustified as the "extra dirty" is water stains on a sink that can be easily wiped off) and a floor scrub (wear and tear, no major damage caused by tenancy). They are also billing me for gas for a month that has been paid and I can provide receipts as proof.

      I am requesting that all the charges other than the base cleaning fee be dropped for a refund of $332 out of my initial $500 security deposit. Attempts to reach out to Greystar and the leasing office have been largely ignored. Phones are always busy and the "account specialist" assigned to my account is always away from their desk conveniently. If I do not hear back from Greystar within a week I will be starting the legal process starting with a demand letter this week.

      Business Response

      Date: 09/05/2024

      Dear ****,
      Thank you for sharing your concerns with us. We apologize for the issues you've experienced regarding the move-out charges. We've contacted the property management and their leadership team to investigate your concerns. A Greystar representative will reach out to you within 10 business days to discuss this matter further.
      Thank you for your patience as we work to resolve this issue.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:09/04/2024

      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.
      We have tried repeatedly to gain information from this business. They owe us money from a security deposit and it’s not been made. They are also charging each of three tenants $150 per person for a cleaning fee for a two bedroom apartment that was spotless when they left. And they are tracking on additional fake charges - such as an electric bill they was the highest in 11 months and nobody lived in the unit for the most expensive 12th month. They are not answering any phone calls nor replying to any voicemails. They owe us money, have not replied, and are acting criminally in their extortion.

      Customer Answer

      Date: 09/05/2024

      The complex, The Cottages at Hooper Hill in Oxford, MS, has blocked all past residence from logging in to get information from their accounts. I have no way to access the information- but I paid a security deposit of $1000 upon my daughter moving in and have not received any of that back, and they are charging each resident $150 to clean a 2 bedroom apartment - $450 overall. As well, they are charging miscellaneous charges without clarification. 

      Business Response

      Date: 09/05/2024

      Dear ****,
      Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you have experienced regarding the refund of your security deposit and the charges you have disputed at The Cottages at Hooper Hill.
      We have contacted the property management team at The Cottages at Hooper Hill 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

       

    • Initial Complaint

      Date:09/04/2024

      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.
      04/04/2024, an email was sent out to Greystar stating an urgent matter of myself being stalked. I explained the urgency of the situation and sent an email to management. I called and every time I called, I was told to await an answer by management and they would reach out via email. I never received an email and took it as I had to stay. I have still had instances of being stalked since but thought I had no choice but to stay since I never got a response. One of the calls that took place around that time, I was told that my lease would be terminated in the event of stalking once management got in contact with me. I go into the office on 09/03/2024, and they are saying that I will be switched to month to month leasing. I explained the situation and how I was told to wait and nobody ever got in contact with me on this urgent matter. The manager stated there was nobody in management at that time so that’s why there was no response. I then elucidated that it was an urgent matter and that it was negligent for no one to give me any notice. She then stated it’s been too long and that I’ve been switched to month to month leasing.

      Customer Answer

      Date: 09/04/2024

      At this time, I want the office at 14700 Vintage preserve pkw Houston TX, 77070 to reach out to me via email and not charge any month to month fees. I would also like them to address the negligence of not responding to an urgent email and having me wait all this time.

      Business Response

      Date: 09/04/2024

      Dear *******,
      Thank you for bringing your concerns to our attention. We sincerely apologize for the distressing experience you’ve had and the lack of timely communication from the management team at 14700 Vintage Preserve Parkway in Houston. We understand the gravity of your situation and regret that you did not receive the support you needed. We have contacted the property and their leadership team to investigate this matter, and a Greystar representative will reach out to you within the next 10 business days to discuss your concerns and address your request regarding the month-to-month fees.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/03/2024

      Type:Product 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.
      On July 13, 2024 I inquired about renting an apartment with this company. They wanted a admin fee of 200.00 and application fee of 50.00. My Fiancé **** paid with his bank card a total of 254.38.
      The next day I found out I was denied an apartment. We have been going back and forth trying to get our 200.00 back. It's been almost two months and nothing. We keep getting different phone numbers to call to no avail.

      Business Response

      Date: 09/03/2024

      Dear ******,
      Thank you for bringing your concerns to our attention. We apologize for the inconvenience you've experienced regarding the refund of the $200 administrative fee after your application was denied. We understand how frustrating this situation has been for you and ****.
      We have contacted the management and leadership teams to investigate your concern and ensure that a Greystar representative reaches out to you within 10 business days to resolve this issue.
      Thank you for your patience, and we appreciate your understanding as we work to address this matter.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:09/03/2024

      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 rented an apartment under Greystar's Property Mgmt, 4550 Cherry Creek apartment in Denver, from 5/2023-7/2024. Just myself, with a friend as a guarantor.Over the course of my lease, I always paid my rent on time. My lease was set to end on 7/15/2024. I reached out to Cherry Creek weeks in advance to coordinate my move-out and wanted to ensure I understood and paid all move-out costs.I was told to give 60-day notice and could move out on 7/6/2024, which I did in-writing. I also asked for a walk through of my apartment prior to moving out, but my request was denied- instead I documented the condition with pictures. I was also told that I would receive a bill for prorated rent from July 1-6th 2024. I received an incorrect bill for $1,021.56, including damages not present in my move-out pictures & administrative oversights. I immediately reached out to Cherry Creek to correct, which they did, and I paid the reduced total of $496.67 on 7/8. My final payment was the utility bill, set to arrive in the next few weeks.8/2/2024, I received a new bill for $949.24.I contacted Cherry Creek for clarity. They reduced the new bill to $449.59 and told me to work with GreyStar. I spoke with Darryl at GreyStar on 8/19, who claimed to only have the $949.24 invoice. He told me and my guarantor that he would work with Cherry Creek and get back to us, and that the balance wouldn't be sent to collections so long as we were cooperating. On 8/26, after no communication from Greystar or Cherry Creek, he called threatening to go to collections. I sent another follow-up email to both Darryl and Cherry Creek to understand the new bills regarding a matter I thought concluded on 7/8. I still haven't heard anything back, but today, I received another email from GreyStar for $949.24. I sent another email to everyone on the previous chain, including GreyStar account receivables.I am only receiving threats, no explanations or work towards resolution.

      Business Response

      Date: 09/03/2024

      Dear ******** ******,
      Thank you for bringing your concerns to our attention regarding the billing issues you’ve experienced after moving out of 4550 Cherry Creek. We apologize for the confusion and stress this situation has caused. We have contacted the property management team at 4550 Cherry Creek and their leadership to investigate your concerns. A Greystar representative will contact you within 10 business days to provide clarity and work towards a resolution.
      Thank you for your patience as we address this matter.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:09/01/2024

      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.
      I moved into a unit on August 2nd. The unit was not ready. It was still dirty and had an ant infestation in the guest bathroom.

      Since living there, I have encountered scorpions, bees and large spiders. The ant issue has not gone away and I am having to spray DAILY in my guest bathroom. I have purchased many different products to help with the issue, but nothing helps.

      I have placed service requests to have them addressed, but there is no response to the emails. I have attempted to call the office many times, and can never get through.

      Customer Answer

      Date: 09/03/2024

      The Greystar property is Avana At The Pointe Apartments

      Business Response

      Date: 09/03/2024

      Dear *******,
      Thank you for sharing your concerns with us. We sincerely apologize for the issues you have encountered since moving into your unit at Avana At The Pointe Apartments, including the unresolved pest problems and lack of response to your service requests. We understand how distressing this situation must be.
      We have contacted the management and leadership team at Avana At The Pointe Apartments to investigate this matter. A Greystar representative will reach out to you within the next 10 business days to address your concerns and discuss a resolution.
      Thank you again for bringing this to our attention.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/31/2024

      Type:Product 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 originally applied to be a tenant and was approved. However, my plans changed and I was not able to move in. In the application, there is a 48 hour clause that allows me to cancel my application and receive a refund. I informed them of my intention of not moving forward with my application. They advised I would get a refund. I advised them on 06/28/24 of my intentions of not moving in. As of today, 08/31/24, I still have not received a refund. I have been in contact with their leasing office and no progression seems to be made.

      Business Response

      Date: 09/03/2024

      Dear ******,
      Thank you for sharing your concerns with us. We apologize for the delay you’ve experienced in receiving your refund after deciding not to proceed with your application. We understand how frustrating this must be.
      We have contacted the management and leadership team at the property to investigate this matter. A Greystar representative will reach out to you within the next 10 business days to discuss your refund and assist in resolving this issue.
      Thank you again for bringing this to our attention.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/31/2024

      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.
      There are two issues:

      1. Me and my former roommate have moved out from Biscayne 112 at the end of March 2024. When we moved out we were told that we were up to date with our payments in terms of rent and such and we were able to vacate the apartment. However, I just recently received an email from a debt collection agency stating that we owe $212 for utilities that is normally included part of our rent as seen in the document provided. The issue is that if these charges were given to us at the time of vacating we would have 100% paid what we owe. However, by stating that we were up to date with our payments and allowing us to vacate the apartments without any acknowledgment of this later charge, it has ended up to a debt collection agency and has negatively affected my credit score. This could have easily been prevented if we were informed of these utility charges at the time of vacating the apartment.

      2. We were not given our deposit back nor did we get a receipt of what charges had incurred that had taken away our deposit.

      Business Response

      Date: 09/03/2024

      Dear ******,

      Thank you for sharing your concerns with us. We apologize for the issues you’ve encountered regarding the unpaid utility charges and your deposit after moving out of Biscayne 112. We understand how frustrating this situation must be, especially given the impact on your credit report.

      We have contacted the management and leadership team at Biscayne 112 to investigate this matter. A Greystar representative will reach out to you within the next 10 business days to discuss your concerns and assist in resolving them.

      Thank you again for bringing this to our attention.

      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/31/2024

      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.
      Since we moved into the apartment complex we noticed Roach and pest infestation. We reported this immediately to the property management and their corporate and submitted all evidence. They ordered pest control couple of times but it is not helping. It is impacting my daughter as they are not able to sleep and focus on their studies. Villas is not taking this seriously. These are live roaches that are making their way into the apartment and living there. We reported this more than 3 times with pictures and evidence. I would like some immediate resolution either move the occupants to a more safe and healthier unit or have them cancel the lease so my daughter can find a better unit to live in.

      Business Response

      Date: 09/03/2024

      Dear **** ************,
      Thank you for bringing your concerns to our attention regarding the ongoing pest issue in your unit at Villas on the Hill. We apologize for the distress this has caused you and your family. We have contacted the property management team at Villas on the Hill and their leadership so they can investigate and address your concerns. A Greystar representative will contact you within 10 business days to discuss possible solutions.
      Thank you for your patience as we work to resolve this matter.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:08/30/2024

      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 formal complaint against Mallard Crossing at St. Matthews regarding unjustified charges for carpet replacement and ongoing poor business practices. Despite multiple attempts to resolve this matter directly with the management, including emails sent on August 16, 2024, Greystar has completely ignored our communication. The photos provided by Mallard Crossing show only a small stain on the carpet, which does not justify the full replacement charges that have been billed to us. Moreover, the receipts from Greystar, the management company, indicate that the carpet was replaced, but there has been no clear explanation as to why such an extreme measure was necessary.

      Furthermore, the alleged stains are likely minor, as we steam cleaned the carpet not long before moving out and have video evidence of the entire unit on the day of move out, which shows the condition of the property. This evidence strongly suggests that the charges for carpet replacement are unwarranted.

      In addition to the carpet replacement issue, Greystar is also attempting to bill us a non-pro-rated amount for utilities, despite the fact that we moved out roughly 10 days into the month. Their explanation for this charge is inconsistent and makes no sense. This further compounds our concerns about the accuracy and fairness of their billing practices.

      Business Response

      Date: 09/03/2024

      Dear ******* ******,
      Thank you for bringing your concerns to our attention regarding the charges for carpet replacement and utility billing at Mallard Crossing at St. Matthews. We apologize for any frustration this situation has caused. We have contacted the property management team at Mallard Crossing and their leadership so they can investigate your concerns. A Greystar representative will contact you within 10 business days to provide clarity and discuss possible adjustments.
      Thank you for your patience as we work to address this matter.
      Sincerely,
      The Greystar Team

    Greystar is NOT a BBB Accredited Business.

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