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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Greystar

  100 Heard St Chelsea, MA 02150-1954

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:08/18/2024

  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.

  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:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was 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:

  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.

  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:

  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 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:

  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.

  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:

  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 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

• Initial Complaint

  Date:08/14/2024

  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.

  Good evening, I am writing in regards to account 59180152. Attached is an original copy of my lease when I moved into Avisa Lakes in 2022 showing I paid a deposit of $600. Greystar is insinuating I owe $261.36 when that is not accurate. Greystar owe me $338.64. Also I will attach an email from Ms Lynn regarding this situation. She has not reached out to me since that email.

  Business Response

  Date: 08/15/2024

  Dear ********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the confusion regarding the balance on your account related to your deposit and the outstanding amount. We have contacted the team at Avisa Lakes and their leadership to investigate your situation thoroughly. A Greystar representative will reach out to you within the next 10 business days to discuss the details and resolve the issue.
  Thank you for your patience and for allowing us the opportunity to address this matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/13/2024

  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 lived at the Ashton at Dulles Corner for about 3 years and enjoyed my experience there. We never had any major issues during our time there, and the staff was always nice and willing to help with our issues when the arose. We were originally in a one-bedroom for our first lease, then upgraded to a two-bedroom for our last two leases. When moving into our two-bedroom, we recorded numerous issues with the state of the apartment from the previous tenants, but we were able to work out these issues with the local staff at the Ashton. When the time came to move out of our two-bedroom, we complied with the move out checklist that was provided to us, to include cleaning our apartment thoroughly. We did not have any pets during our time at the Ashton, and kept the entire apartment in very clean and neat order. However, a few weeks after our departure, we received mail stating we owe Greystar money for damage to the carpet in the apartment. I managed to get ahold of Greystar's receivables department where they sent me photos of the reported damage which only showed signs of normal wear and tear. When I asked the receivables department representative what Greystar considers to be normal wear and tear for a carpet, the question was avoided and I was asked in return what I consider to be normal wear and tear. I continued by citing directly out of my lease agreement, as well as referencing a phone call I had with the Ashton's onsite representative stating that they replace the carpet after every tenant leaves an apartment, despite the carpets age. Since this call, I have not been able to successfully get ahold of anyone from the Greystar receivables department after weeks of calling them.

  Business Response

  Date: 08/14/2024

  Hello ****,
  Thank you for reaching out and sharing your concerns. We apologize for the frustration and lack of communication you've experienced regarding the carpet damage charge after moving out of your apartment at Ashton at Dulles Corner. We understand how important it is to have clear and timely responses in these matters.
  We have contacted the property management team at Ashton at Dulles Corner, including their leadership, to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss the situation and work towards a resolution.
  Thank you for your patience and understanding.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/13/2024

  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 lived at the McHenry Row Apartments in Baltimore, MD from February of 2020 through July 20th of 2024. We were given a $125 credit on December 19, 2023 because of a serious mouse problem in the building. We lost $100s worth of food due to this issue. We also spent our own personal money on traps. We also had a maintenance intern accidentally blow mice feces all over our apartment. Due to this Cache Jackson, the new Assistant Manager, called me and gave us a $125 credit on December 19, 2023. We had this credit up until the time that we moved out. We also had a parking charge be double charged on our account for the date 6/30. I sent emails to Cache Jackson and Augustine (the property manager) and had Augustine call me up to discuss it. I do not appreciate the extent to which she gaslighted me. She indicated that the Assistant Manager hadn't started yet. This is false. She indicated that we would have only been informed of a credit via email. This is false. She indicated that the office wouldn't have had an issue with us carrying a $125 balance which is false. We paid our rent on time and in advance every month that we lived there. This has been a perpetual issue with this office. It's poorly run. Multiple employees have come and gone and no matter how many times the employees in this office mess up, Augustine always takes an adversarial stance against the tenants of the building. I did not make up this credit and there has to be some indication in the company's system that it was there. We are due a refund of our deposit in the amount of $132.29. I find it to be in extremely poor taste to be given a credit for a situation that was out of our control and then to have removed right after we move out. This office is poorly run. Information isn't shared. Errors happen all of the time. We didn't get our renewal lease in 2023 for months because of an issue with how an employee processed our renewal. This credit was issue and we were double charged for guest parking on6/30

  Business Response

  Date: 08/14/2024

  Hello *******,
  Thank you for sharing your concerns with us. We apologize for the issues you experienced during your stay at McHenry Row Apartments, particularly regarding the mouse infestation, the disputed $125 credit, and the double parking charge. We understand how frustrating this must have been for you.
  We have contacted the team at McHenry Row Apartments, including their leadership, to investigate your concerns. A Greystar representative will be in touch with you within 10 business days to discuss the situation further and to ensure your concerns are addressed.
  Thank you for your patience.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/13/2024

  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.

  While I was away from my apartment for two days last week, there was a major leak in my apartment unit caused by the installation of the water heater in the unit above mine. Not only was I held responsible for this mistake caused by the grey star staff but my 5 year son and I have to relocate because of the damages caused. I submitted an emergency service request immediately on the night of 08/09 for the major leak and received a service response on Saturday 08/10. The floor was damaged and there were puddles of water as the ceilings continued to leak, myself and the maintenance team were able to take pictures of the damage. This leak did not stop until Monday 08/12 despite the teams efforts to stop it on Saturday 08/10. As imagined, my son's clothing, toys and electronics were damaged beyond repair, they either molded or were impacted by liquid then damage. I took photos of this damage as well. The damage was discovered to be caused by improper installation of the water heater upstairs making it officially a fault of the grey star team. With that said, the damage caused to my son's entire room was not a fault of mine and the cost of this repair and any damages caused should be covered by greystar and not me or my insurance. Grey star should have the proper coverage to reimburse my family for the tremendous damages caused however at this time they have only credited my account $500 out of the total damage amount of over $5000. I am constantly reaching out to the leasing office and they are not able to authorize any exceptions or help. This is highly unacceptable. I have been with grey star for 4 years and I am horrified by this experience. I was willing to pay the cost of moving and simply requested reimbursement for the items damaged since I am mainly concerned about replacing my son's clothing and electronics that were purchased for this upcoming school year. We have to uproot our entire home to a livable unit and that is not at all fair to us.

  Customer Answer

  Date: 08/14/2024

  Duraleigh woods is the grey star community in reference.

  Business Response

  Date: 08/14/2024

  Hello ******,
  Thank you for bringing this serious matter to our attention. We sincerely apologize for the distress and inconvenience caused by the water damage in your apartment at Duraleigh Woods. We understand the impact this situation has had on you and your son, and we are committed to ensuring that your concerns are addressed appropriately.
  We have contacted the property management team at Duraleigh Woods, including their leadership, to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss the situation and work towards a resolution.
  Thank you for your patience and for being a valued resident.
  Best regards,
  The Greystar Team