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

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  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

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  Greystar

  1408 N Central Ave Avondale, AZ 85323

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  Greystar

  1818 S State College Blvd Anaheim, CA 92806

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:08/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a 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

• Initial Complaint

  Date:08/29/2024

  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'm really disappointed that I just received a call from Greystar receivables department trying to get me to pay an incorrect balance after my move-out. They emailed me an invoice with charges for the final payment of rent, in which was already deducted from my bank account on 8/6/24 from your automated system. Then the invoice has a cleaning fee, in which i paid $150 to have my place cleaned, I can provide the video i took of the final walk through. I was not made aware that i needed to provide a cleaning receipt to the office at move-out. My second issue is i feel that my balance should be zeroed out due to me not being able to park inside my car garage, because of the rat infestation, due to maintenance never fixing the deep holes in the back of the garage, that was their before I occupied the garage. For the final three months of my lease, I was unable to park inside my garage due to the rats. Pest control came out once and dropped off a box for the garage and never returned, even while rats were still coming inside from the holds in the concrete in the back of the garage. So, i paid a garage fee for 3 months, that i couldn't use. i feel the fair thing to do is zero out my remaining balance. I also provided that feedback to the leasing office during my departure. I paid for the luxuries offered at Allegro that later change, even with the building access that wasn't active for over 6 months, where stranger shad access to the building. I'm asking that Greystar be fair and zero out the balance of $217.13

  Business Response

  Date: 08/30/2024

  Dear ******** ********,
  Thank you for sharing your concerns with us. We apologize for the issues you've encountered, particularly regarding the final billing after your move-out from 15800 Spectrum Drive. We understand your frustration with the charges and the inconveniences related to the rat infestation that affected your use of the garage.
  We have contacted the property management team at Allegro and their leadership to investigate your situation thoroughly. A Greystar representative will reach out to you within the next 10 business days to discuss and resolve this matter.
  Thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/28/2024

  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 this complaint against Lantera at Boston Landing for failing to return our security deposit within the legally mandated timeframe and for lack of communication and transparency regarding this matter.
  
  Details of the Complaint:
  
  1. Lease End and Key Return: We vacated Apt 408 and returned the keys on July 14, 2024. The lease officially ended on July 16, 2024.
  2. Initial Contact: After waiting for a reasonable period, we first reached out to the leasing office on July 30, 2024, to inquire about the status of my security deposit refund.
  3. Response from the Leasing Office: On August 2, 2024, I was informed by the leasing office that there was an issue with the final account statement, which was delaying the return of my deposit. They assured me that this issue would be resolved promptly.
  4. Lack of Communication and Follow-Up Attempts: Despite this assurance, we did not receive any updates or the final account statement, which should detail any deductions. I followed up again on August 8, August 17, and August 23, 2024, but received no further clarification or resolution regarding the refund or the statement.
  5. Exceeded Legal Timeframe: As of today, it has been over 40 days since the end of my lease, exceeding the 30-day timeframe required by Massachusetts law for the return of security deposits. Despite repeated requests, the apartment complex has neither returned my deposit nor provided an adequate explanation or the legally required final account statement.

  Business Response

  Date: 08/29/2024

  Dear ***** ****,
  Thank you for bringing your concerns to our attention. We apologize for the delay in returning your security deposit and for the lack of communication from our leasing office at Lantera at Boston Landing. We have contacted the property’s management and leadership team to investigate the issue, and a Greystar representative will reach out to you within 10 business days to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/28/2024

  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 moved out of my Apartment at West 27th, 530 West 27th street, Los Angeles, CA 90007 on July 31st, 2023. The company sent me a letter on 09/11/23 stating that they were keeping my deposit PLUS damages. According to our contract, they had 21 days from my move-out date to either return my deposit of $400 or send me an itemized list of expenses. The letter was well after the 21 day deadline and they were in breach of contract. Now, they sent me to a debt collector named Genesis who is sending me monthly emails. I do not agree with the damages and while that is mute because they breached the contract, I would like my deposit back and the debt collector to remove me from their list and any creditor that may affect my credit score.

  Business Response

  Date: 08/28/2024

  Hello ****,
  Thank you for bringing this to our attention. We apologize for any confusion or inconvenience regarding the handling of your deposit and the involvement of a debt collector. We understand your concerns, and I have reached out to the property management and leadership team at West 27th to investigate the situation. A representative from Greystar will contact you within the next 10 business days to address your concerns and discuss the next steps.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  
  We are writing to make a formal complaint about our time as residents at Avia Apartments in Glen Allen, Virginia. We have lived in our apartment since October 26th, 2022. We had one issue in our first year of living here but decided to renew our lease as this issue was ultimately resolved and didn’t impact our day-to-day life. Since re-signing in December 2023, we have had multiple issues arise and it has impacted our day-to-day lives. We have made attempts to resolve these issues with our leasing management but have not had success. Our well-being is being impacted to the point we are seeking assistance elsewhere in hopes of finding a solution. Any help or guidance regarding these matters is greatly appreciated.
  
  We are happy to provide specific information and supporting materials for context surrounding the aforementioned issues upon request. Thank you!

  Business Response

  Date: 08/28/2024

  Hello *******,
  Thank you for reaching out to us and for sharing your concerns. We sincerely apologize for the difficulties you've experienced since renewing your lease at Avia Apartments. We understand the impact this has had on your daily life, and I have contacted the property management and leadership team to review your request. A representative from Greystar will be in touch with you within the next 10 business days to discuss your options, including a potential transfer to another unit or an early lease termination.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/27/2024

  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.

  dear BBB:My pay schedule was changed to monthly two months ago. In good faith, I contacted the rental office each month to advise my payment would be late.I have several email exchanges with various people in the office, thereby demonstrating that I’ve contacted the rental office and made them aware of my new pay schedule. I called each month. Spoke to various people.At no time did any person at the Morgan inform me that my late rent payments would result in an “eviction status.” Furthermore, I was not served with a 10-day Notice to Quit, as required by the state of North Carolina.As of today, 8/24/24 I have made two attempts to pay my balance. I set up an automatic debit in your system for 8/22 using the card I use every month to pay rent, ending in 3922. For unknown reasons, it did not debit my account.I am the one that caught this, and so I emailed the office this morning. I got a reply stating my account is “In Eviction.” I immediately went to the office in person, and discussed the fees and the “eviction” status. I stated that I would pay in full today, although I do not believe the “court fees” are legitimate.I returned to your office at 3pm with $2140 in certified funds. That amount included the “court fees.” When I arrived back at the Office, I was told the Morgan “doesn’t accept” money orders.On August 26, 2024, I came to their office with a check for my rent plus the late fee. The person said they could not accept my payment unless I also paid the bogus “court fees.” They said they’re evicting me.

  Business Response

  Date: 08/27/2024

  Dear Ms. ********,
  Thank you for sharing your concerns with us. We apologize for the issues you experienced regarding the communication around your rent payments and the eviction status at The Morgan at Chapel Hill. We have contacted the property management and their leadership to investigate this matter, and a Greystar representative will reach out to you within 10 business days to discuss and address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in unit *** in the East Building without air conditioning for 7 days, and the current temperature in my unit is 87 degrees. My unit is uninhabitable, and despite being promised repairs on four separate occasions, nothing has been fixed. I have had to stay in a hotel for 4 nights after paying $2,172 to move in, yet I cannot occupy my unit. When I call, I receive no response, and I have had to leave work and school multiple times to try to resolve this issue. This situation has gone beyond acceptable limits due to mismanagement.
  
  Tenants have the right to break a lease due to unlivable conditions. Each state has specific health and safety codes that set minimum standards for rental units. If these standards are not met, and proper notice is given but repairs are not made within the allowable time period, a tenant is considered “constructively evicted.” Lack of air conditioning and heating falls under these conditions.
  
  They won't even respond so that I can get my money back to find a new place. Many people are having the same issue but instead of working on resolving the issue. The property manager locks the main office door and won't allow resident's to properly voice their complaints.

  Customer Answer

  Date: 08/27/2024

  3733 Lindell Blvd, St Louis, MO 63108 APT ***

  Business Response

  Date: 08/28/2024

  Hello ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and discomfort you’ve experienced due to the lack of air conditioning in your unit at the East Building. We understand how frustrating this situation has been, and I have contacted the property management and leadership team to urgently address your concerns. A representative from Greystar will be in touch with you within the next 10 business days to resolve this matter and discuss the next steps.
  Thank you for your patience, and we appreciate the opportunity to make this right.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration regarding the application process with 1122U. On July 3, I attempted to submit my application but encountered a system error that was entirely beyond my control. Despite reaching out to your team immediately via both phone and email, I received no response or assistance.
  
  To make matters worse, I was charged $306 for application fee+deposit on that day for services that were never completed. Specifically, my property has never been checked for application complete, yet I was still billed for this service. Despite my continued attempts to resolve this issue through calls and emails, I either received no response or only a delayed response from your company.
  
  This situation is completely unacceptable. I have made every effort to resolve this issue in a timely manner, but I have been left without support or resolution. Given these circumstances, I am requesting an immediate refund of the $306 but get cold rejection.
  
  My complaint will detail the following:
  
  Date of Transaction: July 4
  Amount Charged:$306
  Nature of Dispute: Inability to submit the application due to a system error, lack of response from the company after repeated attempts to resolve the issue, and being charged for services that were never provided (house completion check).
  Company’s Response:As of now, the company has not made any effort to resolve the issue despite cold rejection or hold back matters.

  Business Response

  Date: 08/27/2024

  Dear ********* ****,
  Thank you for sharing your concerns with us. We apologize for the frustration you’ve experienced during the application process at 1122U. We understand the importance of a smooth application process and regret the inconvenience caused by the system error and the delayed responses from our team.
  We have contacted the management at 1122U and their leadership team to investigate this matter further. A Greystar representative will be in touch with you within 10 business days to address your concerns and assist with a resolution.
  Thank you for your patience, and we look forward to resolving this issue for you.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/26/2024

  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.

  Date of the Transaction:
  The issue arose during my move-out process on July 29, 2024 from One North of Boston, 100 Heard St, Apt 302, Chelsea MA 02150, managed by Greystar.
  Amount of Money Paid:
  $1,106.37 was deducted from my security deposit for carpet replacement.
  What the Business Committed to Provide:
  The management promised to return the security deposit minus necessary deductions, handled fairly and in line with Massachusetts law, which requires that deductions reflect actual and necessary repair costs.
  Nature of the Dispute:
  The dispute involves the management’s decision to replace the carpets in all three bedrooms and deduct $1,106.37 due to a small bleach stain in one bedroom. Since the carpets in the three bedrooms are separate, replacing only the affected carpet would have been more reasonable. The consistency argument is excessive, especially since the carpets were newly installed on August 15, 2023, and the color and model are readily available.
  Additionally, the management failed to notify me of this issue during the pre-inspection on July 26, only informing me of the deduction in August after withholding funds. This delay deprived me of the opportunity to address the stain before moving out.
  Efforts to Resolve the Problem:
  I’ve tried to resolve this directly with management through email, arguing that replacing all carpets was unnecessary and requested a refund or adjustment. However, they maintain their actions were justified.
  Additional Information:
  The stain near the doorway likely resulted from the sofa legs being dragged across the carpet during maintenance work on March 26, 2024, when the living room floor was being replaced. The maintenance team entered the bedroom without my permission and repositioned the sofa, which could have caused friction between the sofa legs and the carpet, lightening the carpet's color and resembling a bleach stain. I have informed management that neither I nor my roommates used bleach in the apartment.

  Business Response

  Date: 08/27/2024

  Dear ***** ****,
  Thank you for sharing your concerns with us. We apologize for the issues you’ve encountered regarding the deduction from your security deposit after moving out of One North of Boston. We understand your frustration with the situation and the lack of notification during the pre-inspection process.
  We have contacted the management at One North of Boston and their leadership team to investigate this matter further. A Greystar representative will be in touch with you within 10 business days to discuss your concerns and assist with a resolution.
  Thank you for your patience as we work to address this issue.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/25/2024

  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 filled out a rental application but never submitted due to an email typo. My $250 hold deposit has not been returned even though I never went through with the application and it’s been about a month. I have called and emailed numerous times and no one is getting back to me.
  
  The property is:
  Terrano
  2804 Fashion Dr,
  Corona, CA 92883

  Business Response

  Date: 08/26/2024

  Dear ********,

  Thank you for bringing your concern to our attention. We apologize for the inconvenience you have experienced regarding the hold deposit at Terrano in Corona, CA. We have contacted the property management team and their leadership to investigate the situation. A Greystar representative will reach out to you within 10 business days to discuss your concern and assist you further.  Thank you for your patience.

  Sincerely,

  The Greystar Team