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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

    • 2,334 total complaints in the last 3 years.
    • 791 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:08/20/2024

      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 6/9/24 I have placed nine (9) separate service orders with my apartment complex for the repair of my A/C. To date, 8/20/24, this problem has not been resolved. Over two months of unacceptable living conditions. The technicians have come by and added more refrigerant to the system, acted as though they've done their jobs, and closed the request. Then days later it is malfunctioning again, it takes them days to address the problem and then once they do it is cool again only briefly. My home was 83 degrees as I slept. That's as cool as it's getting right now, 83 degrees F. There is no urgency to repair the problem. The refrigerant is leaking somewhere but no one has bothered themselves to find and repair the leak. I've been experiencing a staggering level of disregard for what is ultimately a matter of critical importance. I pay to live in a home with air conditioning. I have not had this matter resolved after months of attempting to do so. Meanwhile my air conditioning unit runs non-stop trying in vain to cool my apartment so I'm wasting electricity and money blowing slightly-less-cool-than-outside-heatwave air through my house in an attempt to not sweat miserably the entire time I'm occupying my full-time residence.

      Dates of Service Request Submissions:
      6/9/24
      6/17/24
      7/7/24
      7/12/24
      7/14/24
      7/30/24
      8/7/24
      8/12/24
      8/19/24

      Business Response

      Date: 08/21/2024

      Dear *****,
      Thank you for sharing your concerns with us. I sincerely apologize for the ongoing issue with your A/C unit at Estates at Memorial Heights. I understand how frustrating and uncomfortable this situation has been for you.
      I have contacted the property management team and leadership at Estates at Memorial Heights to investigate this matter urgently. A Greystar representative will reach out to you within 10 business days to address your concerns and work towards a resolution.
      Thank you for your patience.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/20/2024

      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 lived in the Ascend Community in St. Charles, IL from 2022-2024. I submitted the required notice to vacate form, which included a list of estimated pricing for repairs on damage to the apartment for one, two, and three bedroom units. I moved out of my one-bedroom unit on June 21, 2024 and received a final invoice from the Greystar Receivables Department on August 1, 2024. The invoice charged far more than was stated for even the three bedroom units on the pricing sheet I was provided. When I inquired with Greystar about the charges, they provided some photos, but did not provide photos for all of the damage they claimed needed to be remedied (sealing the subfloor), even though some of the photos indicated they had the opportunity to do so (the carpet was pulled up, but the subfloor was not shown.) After multiple phone calls with Greystar to explain why the charges were so high and a request from them to pass on to them the pricing sheet I was given, they stopped answering phone calls and emails from myself and my roommate. We have tried repeatedly to get in contact for weeks and they will not respond.

      Business Response

      Date: 08/20/2024

      Hello *****,
      Thank you for sharing your concerns with us. We apologize for the issues you’ve encountered with the final move-out charges at Ascend St. Charles. We understand that you have not received a response regarding the disputed charges, and this has caused frustration.
      We have contacted the property management team at Ascend St. Charles and their leadership to investigate this matter. A Greystar representative will contact you within 10 business days to follow up on your concern.
      Thank you for your patience.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/20/2024

      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.
      After we moved out the Allegro apartment on 6/20/2024 at 15750 Spectrum Drive, Addison TX, we received move-out charges that include $966.05 for full carpet replacement and $160.25 for full repaint of wall. but we didn't cause any damages beyond normal wear and tear. The apartment management team took photos (attached) of the apt after the move-out, which didn't show any signs of damages either. this is an unjust charge we are not responsible for. I was talking to someone from Greystar, the parent company's receivable department, but when I asked for evidence of damages that would justify these charges and for where in the lease it says tenants are responsible for wear and tear. They stopped responding to me, even after a couple of reminder emails. We'd like these two charges removed from the move-out bill. And we would like to get a response from the company if they disagree.

      Business Response

      Date: 08/20/2024

      Hello ***,
      Thank you for sharing your concerns with us. We apologize for the issues you've encountered with the move-out charges at Allegro apartments. We understand that you believe the charges for carpet replacement and wall repainting are unjust and that you have not received a response regarding your requests for evidence.
      We have contacted the property management team at Allegro apartments and their leadership to investigate this matter. A Greystar representative will contact you within 10 business days to follow up on your concern.
      Thank you for your patience.
      Best regards,
      The Greystar Team 

    • Initial Complaint

      Date:08/19/2024

      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.
      Initial email to business on July 2, 2024: Several times a week they are playing very loud music that often goes past 10pm quite hours. Additionally, they smoke marijuana on their balcony and the smell drifts into our apartment. This unfortunately happens multiple times a day and we have noticed it almost every day for the past couple of weeks. My wife is pregnant and this is a half hazard to her and her baby. Please address these two incidents directly with the residents of apartment 2410 as soon as possible. No response and no action taken for almost two months. Second follow up email on August 19, 2024 I am writing to address a serious concern regarding our apartment. Despite our previous communications, the ongoing issues with excessive noise and weed odors from the apartment below us have not been resolved, nor did we ever receive a reply or acknowledgment. This situation has been particularly distressing as my wife is pregnant, and these conditions are posing a significant health risk to both her and our baby. Given that this issue has persisted for several months and has severely impacted our living conditions, we find ourselves in the position where we must seek alternative living arrangements. Therefore, we are requesting to terminate our lease early without incurring any penalties or fees. We would appreciate your prompt confirmation of this request. If we do not receive a satisfactory response, we will have to consider escalating the matter through legal channels.

      Business Response

      Date: 08/20/2024

      Hello ******,
      Thank you for sharing your concerns with us. We apologize for the ongoing issues with noise and marijuana odors at One Paseo and the distress this has caused, particularly considering your wife's pregnancy.
      We have contacted the property management team at One Paseo and their leadership to investigate this matter, including your request to terminate your lease early. A Greystar representative will contact you within 10 business days to follow up on your concern.
      Thank you for your patience.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/18/2024

      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.
      Kent Place Apartments has been an awful experience.
      Having moved out in June 2024, I still have not received my deposit. After several emails and phone calls there is still no action from them.
      I do believe they have charged me twice for utilities,, services.
      Overall, communication is poor, almost impossible to ever get a straight answer.

      Business Response

      Date: 08/19/2024

      Dear **** *********,
      Thank you for sharing your concerns with us. We apologize for the issues you've encountered regarding the refund of your deposit after moving out of Kent Place Apartments and for any confusion related to charges for utilities and services. We understand how frustrating this situation has been for you, and we're sorry that our communication has not met your expectations.
      We have contacted the team at Kent Place Apartments and their leadership to investigate your concerns further. A Greystar representative will reach out to you within 10 business days to address this matter directly.
      Thank you for your patience as we work to resolve this issue.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:08/18/2024

      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 was supposed to get a refund of my security deposit and rent balance of $1,884.66. (Pre-paid Remain Balance $1634.66 + security deposit $250)In Texas, the landlord is legally required to return this amount to the tenant within 30 days. On July 5th, my lease with the apartment was terminated, and as of August 16th, I have not received any refund. They recently delayed the refund, telling me that they are processing additional claims.They sent me a final statement on July 8th, but 30 days later they still refuse to issue a refund and are trying to file additional claims.The amount is an expense paid by a corporation called Luna Skyline for ****** ****. And I would like to hold this management company or the person in charge responsible for the damages that occurred due to not receiving a refund within the period.Also, the cost of $1634.66 is the remaining balance after prepaying the rental fee until July 5th, separate from the security deposit of $250. It is strictly illegal for them not to return this within 30 days.

      Business Response

      Date: 08/19/2024

      Hello ****** ****,
      Thank you for sharing your concerns with us. We sincerely apologize for the delay in processing your refund of $1,884.66 from Lakeside Urban Center. We understand the importance of receiving your funds in a timely manner.
      We have contacted the team at Lakeside Urban Center and their leadership so they can investigate this matter further. A Greystar representative will reach out to you within 10 business days to follow up on this issue.
      Thank you for your patience as we work to resolve this.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/17/2024

      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.
      Complaint Location: Legacy Encore Apartments 1251 Ray Charles BLVD Tampa FL 33602 Lived here for over 2 years, fire alarms have been proven faulty for that time span and continuously go off 3-4x a month. Business is aware of faulty alarm and will not repair due to the costs. Safety is at risk to all residents due to the frequency of times alarms have gone off with no real emergency. Fire department has stated that the amount of times alarms have gone off is also concerning. Airbnbs are also being ran by the Greystar company due to low resident occupancy and not disclosed to future/current residents which is causing a safety issue since anyone now has access to secure building entrances and secure parking garage causing break ins and thefts. Noise levels from constant fire alarms and construction is also at a high.

      Business Response

      Date: 08/19/2024

      Dear *****,
      Thank you for bringing your concerns to our attention. I apologize for the ongoing issues with the fire alarms and the discomfort caused by unauthorized Airbnbs. We take your safety very seriously. We have contacted the team at Legacy Encore and their leadership to investigate your concerns. A Greystar representative will reach out to you within the next 10 business days to discuss this matter further.
      Thank you for your patience.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/17/2024

      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’ve lived at Legacy Encore in Tampa for 2 years. Managed by greystar for the second year. Throughout this year, we have had months upon months of false fire alarm going off through all hours of the day and night. Upper management all the way down to the front desk will not answer anything or tell us why this is happening so I went directly to the fire Representative, who was on site from ******** and he told me that there was a part missing and the company will not pay for it so all they can do is continue to come out every few hours and turn it off. I do not feel safe with a nonworking fire alarm that has been shut off in the middle of the night on dozens of occasions. I do not feel comfortable knowing that they just shut it off because if there were to be a real fire, nobody would be alerted. The fire department comes every so often but for a lot of them, they don’t even bother coming out anymore, Legacy encore also has multiple ******’s being run illegally out of this building which is a huge safety hazard because people who do not live here have the passcode to now get into all of our locked doors. Overall, I have spoken to dozens of other residence and none none of us feel safe, living here and the company will not give us any answers or work with us when it comes to finding a resolution for these issues.

      Business Response

      Date: 08/19/2024

      Dear ******,
      Thank you for bringing your concerns to our attention. I apologize for the ongoing issues with the fire alarms and the discomfort this has caused you. We take your safety very seriously. We have contacted the team at Legacy Encore and their leadership to investigate your concerns. A Greystar representative will reach out to you within the next 10 business days to discuss this matter further.
      Thank you for your patience.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/15/2024

      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.
      After living at The Frederic in Downtown Sacramento, we decided to move out for a change of scenery. On May 1st, we paid our rent - that was pro-rated and our account was at $0 owed. The last day of our lease, May 26th 2024, we moved out as per our agreement and turned in all keys. Unfortunately there was no one in the office all day, so we slide all keys under the door and took a picture and emailed management that we had left them there. 30 days after we moved out, we received an email notice for the move-out statement (which is past the 21 days under california law) and 2 days after the email, we received a letter in the mail. Regardless, we reached out to rectify the statement as we were being double charged for a month of utilities, added extra rent on as they said we didn't move out until June 1st, and charged for additional utilities. Ontop of losing our deposit, we were being charged extra. The day we received the email I called the Greystar number and left a message and then sent an email - all documents attached. Within a day we were given a case contact, Sherry C******* who said they would look in to it. Since June 27th, we have not heard back from Greystar once on trying to rectify the issues, even though we have reached out multiple times. At this point, we understand that they were way past the 21 days of notifying us and have decided we would like our deposit returned to us in full and the charges incurred to be removed, as they were past the 21 day notification deadline. We tried to be extremely patient and fix the issue before it got to this point as we followed all steps, gave the appropriate 60 day notice, and have never had an issue once while living there.

      Business Response

      Date: 08/15/2024

      Dear ***** *****,
      Thank you for sharing your concerns with us. We apologize for the confusion and any inconvenience caused by the charges you received after moving out of The Frederic. We have contacted the team at The Frederic and their leadership to investigate your concerns. A Greystar representative will reach out to you within 10 business days to discuss the charges and address your concerns regarding the move-out statement and the return of your deposit.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/15/2024

      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 paid Solis Hills apartment complex the total I owed when I left per a bill that Solis Hills sent me through the rent cafe. The money was drawn from my checking account early June 2024. I vacated the apartment end of May 2024. I have a copy of that acknowledged payment and from my checking account that the money was taken out. Solis Hills is part of Greystar Corporation. Now accounts receivable from Greystar has been harassing me about paying this same amount of money again. I sent them a copy more than once, talked to Jessica lilywhite on the phone from accounts receivable. There has been no settlement. I asked her where did my money I sent go? They have no explanation. Furthermore, they have not closed my account as paid. I want to file a complaint and would like follow up. Making me pay twice for the same bill is not ok? What is my remedy to get them to stop harassing me and to do their job.

      Business Response

      Date: 08/15/2024

      Dear *****,
      Thank you for bringing your concerns to our attention. We apologize for the frustration you've experienced regarding the payment issue at Solis Hills. We have contacted the Solis Hills property management team and their leadership to investigate this matter. A Greystar representative will be in touch with you within 10 business days to discuss your concerns and ensure this issue is resolved.
      Best regards,
      The Greystar Team

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