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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  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:08/25/2024

  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.

  ow I know without a certainty that this email will never see the CEO but what the heck I’ll write it anyway for proof of contact. I moved into Heights at Interlocken in Broomfield CO a week ago. Since my move in I’ve sent in about 13 maintenance requests and several emails to property people who don’t answer emails, phone calls, or texts. I’ve had one person only answer me, and that takes days. And this was before my move in. The apartment I rented should NEVER have been rented out. It has a tremendous amount of work before anyone should have moved in. I’ll start with the paint. It was painted in probably 30 minutes. Paint is all over the floors and bathroom tiles. All over the bathroom towel and shower holders. The bathroom caulking is a horrible mess. All over everything. The cabinet in the bathroom has a hole in the side. Has burn marks on the counter. The washer and dryer don’t work. The dishwasher doesn’t work. Now this was my last straw. The kitchen island counter has a large crack all the way down the middle, and it was painted over with silver paint! Good God. The door stop was broken off, and the outside of the front door need painting desperately. It’s very embarrassing and I notice most of the other doors have been recently painted. That would take all of 4 minutes. Now the cleaning of the place. Did I say cleaning? Very little cleaning and terrible job of it. On the bottom of the oven is a huge amount of dog hair. The faucet in the kitchen wasn’t working and has been replaced. The faucet in the bathtub leeks and looks like it’s about to fall off. And that’s what I’ve noticed in a week. Greystar should be horribly embarrassed and ashamed to have someone move in to a rundown mess like this.

  Business Response

  Date: 08/26/2024

  Dear ****** ****,
  Thank you for sharing your concerns with us. We sincerely apologize for the numerous unresolved maintenance issues you've encountered since moving into Heights at Interlocken. We understand how frustrating and disappointing this situation must be.
  We have contacted the management and leadership team at Heights at Interlocken to review your case and address the necessary repairs. A Greystar representative will be in touch with you within the next 10 business days to discuss the situation and ensure your concerns are properly addressed.
  Thank you for your patience as we work to resolve these issues.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/25/2024

  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.

  Greystar is attempting to collect payment upon move-out for physical damage not caused by any action or inaction of the tenant. I have made multiple email contacts to Greystar with sufficient and credible documentation, most of which is from their own accounting, to clearly show that the tenant is not liable for the damage/charges:
  1) Wall damage: Damage was present at move-in, clearly photographed and documented using the appropriate move-in checklist, and Greystar is in possession of this documentation.
  2) Carpet and baseboard damage: Damage resulted from a significant plumbing leak/break originating from the unit above but flowing into the tenant's unit. Documentation supports the leak was timely reported by the tenant, that Greystar acknowledged receipt of the emergency maintenance request and subsequently repaired the leak, but made no attempt to return the carpet and baseboard to move-in condition.
  Despite initiating 5 separate email contacts, Greystar has not acknowledged receipt of this documentation or responded to the merits of it. I have also made 3 requests for the case to be escalated, which have not been acknowledged. They continue sending balance notifications while blatantly refusing any attempt to resolve this dispute.

  Business Response

  Date: 08/26/2024

  Dear ****** *****,

  Thank you for sharing your concerns with us. We apologize for the issues you've encountered regarding the charges for wall, carpet, and baseboard damage at Gateway at Tempe. We understand how frustrating this situation must be, especially considering the documentation you've provided.
  We have contacted the management and leadership team at Gateway at Tempe to review your case thoroughly. A Greystar representative will be in touch with you within the next 10 business days to address your concerns and provide further assistance.
  Thank you for your patience as we work to resolve this matter.

  Best regards,

  The Greystar Team

• Initial Complaint

  Date:08/25/2024

  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 6/19/24 we decided to break our lease to move to a better living situation, after months of frustration since Greystar bought Cycle Apartments in Fort Collins, CO. The process was outlined clearly in our lease that the lease break fee was one month’s rent of $2,136.00. We signed the Intent to Move Out document with the property manager at the time, where he also documented we would owe $2,136.00. We paid this fee on 7/26/24. We were also instructed to “keep an eye” on the online resident portal as our final month of utilities would soon generate. We logged in soon after we moved out and noticed a $1,089.40 charge, when utilities would only be a few hundred bucks. We tried our best to get a hold of the leasing office but couldn’t for a while, as they don’t answer the phone and very rarely answer email.
  
  The notice that we received on our front door when Greystar bought Cycle early this year stated that “All terms of your current lease contract remain in full force and will not be affected by this transfer of management.” What Greystar tried to do was charge us the lease break fee that was a term of their leases, not the McWhinney lease that we were in. We also noticed that they took a look at our original lease to pull the correct security deposit ($99.00) and pet deposit ($100.00), but purposely tried to charge us their new, higher lease break fee (3,204.00).
  
  On 8/22/24 we got a notice from Genesis Collections. Greystar has since finally answered our email that they no longer own the balance (or the property apparently), so we can only work with Genesis. We have never had anything sent to collections before, and we also cannot believe how fast it happened; only about 3 weeks after we moved out, when we tried so hard to get in touch with them to correct the overcharge before something like this happened. They also tried to charge us for our old garage again ($99.00) that we already paid in full for the month of July that we were there.
  Can provide all documents.

  Business Response

  Date: 08/26/2024

  Dear ******** ********,

  Thank you for sharing your concerns with us. We sincerely apologize for the issues you've encountered regarding the lease break fees and additional charges after your move-out from Cycle Apartments in Fort Collins, CO. We understand how frustrating this situation must be, especially given the challenges in communication and the unexpected charges.
  We have contacted the management and leadership team to review your case and address your concerns. A Greystar representative will be in touch with you within the next 10 business days to discuss the situation and ensure it is properly investigated.
  Thank you for your patience as we work to resolve this matter.

  Best regards,

  The Greystar Team

• Initial Complaint

  Date:08/23/2024

  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 daughter had an apartment at Urbane in Tucscon, AZ near the University of Arizona campus.
  
  We cleaned her apartment prior to departing yet were still charged for items left behind as well as bathroom cleaning charges. They sent me fraudulent photos that were not of my daughters apartment 2 weeks after I complained.
  
  In addition, they had been charging me for premiums for insurance, when I provided insurance coverage for the apartment myself and is noted as approved at the beginning of the year.
  
  Finally, when I received a letter, they told me within 2 weeks that they were being fired as the management company and that the account was going straight to collections without even talking with me.
  
  Furthermore, Joey Romero, their AR specialist would not connect me with a manager to discuss with, stating that is not "how it works".
  
  This company is fraudulent and it is important to investigate.

  Business Response

  Date: 08/26/2024

  Dear ***** *******,
  Thank you for sharing your concerns with us. We apologize for the issues you've experienced regarding the move-out charges and insurance premiums related to your daughter's apartment at Urbane in Tucson, AZ. We understand how distressing this situation must be.
  We have contacted the management and leadership team at Urbane to review your case and address your concerns. A Greystar representative will be in touch with you within the next 10 business days to discuss the situation and ensure it is properly investigated.
  Thank you for your patience as we work to resolve this matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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 would like to file a complaint about the mold and the foundation issue. Also the unauthorized access to my apartment. Things were stolen out of the unit, devices were planted in the unit while I was not home and my security was placed in jeopardy. We vacated the premises in a timely afternoon 7 years and the complex is stating that we owe them something and we don't.
  
  Bellfort Apartment Homes
  8100 Stone Street Apt 2003
  Houston Texas 77061.

  Business Response

  Date: 08/23/2024

  *******,

  The Finger Companies sold Bellfort Apartments to Greystar back in December 2021.  Please remove this review from the Finger Companies as we are no longer the owner or management company of Bellfort Apartments.  

   

  Thanks!

  Business Response

  Date: 08/23/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you've encountered, including the mold, foundation concerns, and the unauthorized access to your apartment at Bellfort Apartment Homes. We take these matters very seriously.
  We have contacted the management and leadership team at Bellfort Apartment Homes to investigate the situation. A Greystar representative will reach out to you within 10 business days to discuss your concerns and work towards a resolution.
  Thank you for your patience.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/23/2024

  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 complaint against The Flats at 1500 regarding an unresolved and incorrect billing issue. I moved out of The Flats at 1500 in August 2023. Before I could close on my new home, I paid my move-out balance of approximately $2,700. This payment was sent directly by my closing lawyer via check.Given this payment, I believed my account should have been fully settled. However, in October 2023, I began receiving emails stating that I owe a balance of $1,356.49. To make matters worse, I recently received a notification that this alleged debt has been sent to collections.This situation is utterly perplexing and unacceptable. I have all the necessary proof, including move-out videos, receipts, and copies of the payment, to demonstrate that my account was settled in full.The management at The Flats at 1500 has been unresponsive and negligent in handling this matter. If I do not receive a satisfactory resolution immediately, including the removal of this erroneous debt from collections, I will have no choice but to pursue legal action.I demand that someone from Greystar who manages The Flats at 1500 to contact me immediately to resolve this issue and ensure the debt is removed from collections.

  Business Response

  Date: 08/23/2024

  Dear ********,
  Thank you for bringing this matter to our attention. We apologize for the confusion and frustration caused by the billing issues you’ve experienced after moving out of The Flats at 1500. We have contacted the management and leadership at The Flats at 1500 to investigate this matter thoroughly. A Greystar representative will be in touch with you within 10 business days to discuss and resolve the situation.
  Thank you for your patience as we work to resolve this issue.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/22/2024

  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.

  Upon moving out of her apartment, my daughter and her 3 roommates were charged excessive fees, early termination fees which were inaccurate, and reported to a credit agency, after errors have been made by the apartment complex. Initial lease term of 10 months was signed September 1, 2023 through June 30, 2024. Girls decided to move out early, as everyone had left town to return home; They dropped off the keys 5 days early on June 25, 2024, at which point Regents La Jolla assessed an "early termination fee "that was $773.33. The apartment complex did credit back the last 5 days of prorated rent, which came out to $704.17. However, they effectively charged the girls an extra $72 to leave early, which is in violation of the contract signed and agreed to. They also charged arbitrary amounts for $300 for deep cleaning, when the apartment was relatively clean, and $300 to paint, after the girls hung three pictures on the living room wall.
  After a discussion early August 2024 with the property manager, he would not wave the cleaning or painting fee. However he agreed they made an error with the move apathy., Unfortunately prior to that, the apartment complex initiated a debt collection process, even though the move out process was within the last 4 weeks, and there was discussions re: the correct amount to be assessed. This debt collection process was initiated well before they acknowledged the errors as described above. A final bill was submitted to us on August 7, 2024, stating we had 60 days to pay. That was paid within the last couple of days, well within the stated window on the final statement. They have been unwilling to help rectify their errors and the collection process that has ensued. I am uncertain whether they have caused harm to my credit or any of the other parents credit. Regardless they are praying on young college students who have little recourse and power, while threatening to harm people's credit

  Business Response

  Date: 08/22/2024

  Dear *** *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues your daughter and her roommates faced regarding the fees and credit reporting after their move-out from Regents La Jolla. We understand how frustrating this situation must be for you and your family.
  We have contacted the property management team and leadership at Regents La Jolla to investigate the matter. A Greystar representative will reach out to you within 10 business days to discuss the situation and assist further.
  Thank you for your patience as we work to resolve this matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/21/2024

  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 apartments during the application process found out I may have my foreign fiance stay with me a few months during my lease. They said I would have to add her to the paperwork, but I told them the visa isnt even approved yet and it may or may not happen. She told me she needed all the adults staying there to be on the paperwork. I told her no, just run it as me. She insisted and told me she was just "collecting her information". Instead I was charged an additional application fee, and her name was put on the lease. (Which I dont even think is legal under a visitor visa anyway...)
  My credit had already been run and I was approved for the standard deposit, but now that they had her info they ran it a 2nd time, knowing shes a foreigner so she obviously wouldnt have a credit score, resulting in the maximum deposit. I was left to pay the $3000 deposit or forfeit the $290 I had already paid.
  I tried to escalate the situation to a manager Kevin, but he told me I was at fault and they didnt intend to mislead me, and it was a misunderstanding on my part. He told me he would remove my fiance from the lease and send me new paperwork at the original credit check deposit.
  He sent me the amounts but hadnt removed her application fee.
  I pointed this out and he told me that he wouldnt refund her fee and all fees are nonrefundable.
  
  In summary they lied to get more fees, then ran my credit a 2nd time knowing it would fail to produce a bigger deposit, then lied about taking my fiance off the paperwork.

  Customer Answer

  Date: 08/21/2024

  The Homestead Apartments, Spokane Valley WA

  Business Response

  Date: 08/21/2024

  Dear *****,
  Thank you for sharing your concerns with us. We apologize for the issues you encountered during the application process at the property, particularly regarding the handling of your fiancée's information and the subsequent fees. We have contacted the property and their leadership to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss this situation in more detail and to address your concerns.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/21/2024

  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’ve been a resident at sanctuary centerpointe for a year now. Never caused any problems, and don’t get involved in any mischievous activity. It seems to always be some type of target towards me whenever it comes to the management of sanctuary at center pointe. Just recently I left a unit and transferred to a different unit. I did everything by the book. They were offering $500 off first months rent and when I acquired about it and was told that doesn’t apply to me because I transferred I thought it was peculiar because literally every other step I did was as if it was a new move in. Today I get the bill for the month of September and see a charge on the account for $176.17 I contacted the management company and basically was treated and spoken to as a none factor. I barely could have got an explanation from them for the charge. I’m not sure if they think I’m just a non educated dense person or what. Valerie Santiago finally said after asking many times that there’s a charge for $160 and the remainder for water and utilities. She stated that the $160 charge is for leaving the apartment “dirty” that it’s a cleaning fee. Good thing I was able to snap some photos before leaving unit *** I would love to compare these images to see where did I leave the apartment “dirty” that I was charged $160 for cleaning few. In fact the unit that I moved into was left in terrible cleaning condition and I never bought it up to them as it was already too late so I had to clean it myself. I just feel that I’m treated very strange when it comes to the management at sanctuary at center point. They didn’t even have the decency to explain what the charges are for. The cleaning charge is definitely bogus. There seems to always be a disconnect/issue when it comes to dealing with the management at sanctuary.

  Business Response

  Date: 08/21/2024

  Dear ********,
  Thank you for bringing your concerns to our attention. I sincerely apologize for the frustration you've experienced regarding the charges on your account and the communication issues with the management team at Sanctuary at Centerpointe.
  I have contacted the property management team and leadership at Sanctuary at Centerpointe to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide clarification.
  Thank you for your patience.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/20/2024

  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 charges 8/5/2024 in the amount of $335.45 for cleaning and painting of my apartment.
  According to the lease I was to thoroughly clean the apartment doors, windows, bathroom, kitchen appliances, balcony, and storage rooms, which I did. I did not do detail cleaning. Management wrote me up for dust on top of the ceiling fan, a sticky spot I missed in the refrigerator, a hand print by the light switch, some scuff marks by the base of the counter top. They also noted a slight amount of mold on the interior of the toilet, and around the base, Mold was a ongoing problem in that apartment. I needed to clean it weekly to prevent the mold from spreading. I cleaned the toilet and base thoroughly before moving out, at least several weeks before the inspection, and of coarse the mold came back. I was also charged for painting of the entire apartment. It does not say in the lease that I need to pay for painting. The walls showed normal usage, for someone who had lived there for several years. Before my move out and upon turning in my notice to leave, I asked if there was any specific cleaning that I needed to to before vacating, I was told just do the best you can. I was not permitted a walk thru before moving out of state. Management should have been more transparent about what detail cleaning needed to be done, and if not done I would be charged for it.
  I am requesting a refund of $335.45.

  Customer Answer

  Date: 08/22/2024

  The name of the property Is Overture Kierland 55+ apartments. located in Scottsdale Az. Operated by Graystar property management.

  Customer Answer

  Date: 08/22/2024

  Sorry, I misspelled the company name incorrectly. It is GREYSTAR property management.

   

  Customer Answer

  Date: 08/23/2024

  COMPLAINT # ********

  I submitted the information yesterday that was requested.

  The company is Greystar Property Managment.

  They own Overture Kierland 55+ community in Scottsdale Az. which is the apartment complex I lived at. 

   

  Business Response

  Date: 08/26/2024

  Dear ********,
  Thank you for sharing your concerns with us regarding the move-out charges at Overture Kierland. We apologize for any inconvenience this situation has caused you. We have contacted the management team at Overture Kierland, as well as their leadership, to investigate this matter. A Greystar representative will reach out to you within 10 business days to discuss your concerns further.
  Thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team