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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

    • 2,344 total complaints in the last 3 years.
    • 798 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:08/13/2024

      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.
      We are paying rent for an apartment that does not have a functional closet due to mold fixes. We were told the parts for the closet would be in 2 weeks ago and only half of our stove works and we were told this would be fixed 2 weeks ago when we moved in and it has not. We have contacted them multiple times and there is no communication or updates. They are rude when we ask for updates and are in no rush to fix anything.

      Business Response

      Date: 08/13/2024

      Dear ******,
      Thank you for sharing your concerns with us. We apologize for the issues you are experiencing with the non-functional closet and the partially working stove in your apartment at Wakefield Glen. We have contacted the property management team and their leadership to investigate these matters. A Greystar representative will reach out to you within 10 business days to address your concerns directly.
      Thank you for your patience.
      Best regards,

    • Initial Complaint

      Date:08/12/2024

      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.
      One on Centre(OOC) is trying to charge me unreasonable cleaning and repairing fees over the deposited amount. These include bed mattress replacement while it only has some dust on it, and replacement of unused TV. They also include unreasonably high trash cleaning fees. Other than that, their resident portal has my bank account and credit card information. As I moved out, it was shown that the resident account existed but I can't log in to do any operations. This means that they are holding my bank information and does not allow me to delete these from my account.

      Business Response

      Date: 08/13/2024

      Dear ********,
      Thank you for sharing your concerns with us. We apologize for the issues you are experiencing with the cleaning and repair charges at One on Centre, as well as your inability to access the resident portal to delete your bank information. We have contacted the property management team and their leadership to investigate these matters. A Greystar representative will reach out to you within 10 business days to address your concerns directly.
      Thank you for your patience.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/09/2024

      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 believe an agreement with the Leasing Manager constitutes a valid modification of my original contract with Greystar/Jackson. The leasing manager, acting with apparent authority on behalf of Greystar/Jackson, entered into this agreement with me, effectively modifying the terms of my lease termination. According to this modified agreement, all my financial obligations were met, and I was formally released from any further liabilities.


      Below is my dispute letter to Genesis Recovery Services, which I believe summarizes the issue well. Electronic communication with the apparent authority has been attached.

      ---

      Dear Genesis Recovery Services,

      I am writing in response to a debt collection notice I received from your agency, which references account number ********** and claims an outstanding debt of $3,331.97 originally associated with Jackson/Greystar.

      Please find attached an email communication chain (PDF 1 through 8) with the leasing manager of Greystar/Jackson. These emails clearly document an agreement that nullifies the claimed outstanding debt as per the conditions mutually agreed upon during my lease termination. According to this agreement, all my financial obligations were met, and I was formally released from any further liabilities.

      I request that you review these documents promptly and update your records accordingly. I also ask for a written confirmation that the debt collection efforts will cease and that any adverse information related to this matter will be removed from my credit report.

      Thank you for your attention to this matter. I look forward to your prompt response confirming the resolution of this issue. Please be advised that if these corrections are not made, I will be compelled to seek legal remedies, including filing a claim in small claims court.

      Best regards,

      Business Response

      Date: 08/12/2024

      Dear ********,
      Thank you for bringing your concerns to our attention. We apologize for any confusion and inconvenience regarding your lease termination and the subsequent debt collection notice. We have contacted the property management and their leadership at Jackson to investigate this matter further. A Greystar representative will be in touch with you within 10 business days to address your concerns directly.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/08/2024

      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 at The Art On Highland from 10/22-10/23. I had signed a lease renewal but upon the first month of what I thought was a new lease, I was hit with an additional $500 charge stating I was on a month to month as there was one signature missed in my renewal. I spoke with the leasing manager who told me I could pay the $500 and move out with a 30 day notice or sign another lease. I chose to pay the $500 and move. On 11/30/23 I was sent a charge for breakdown of move out costs being $3503.54 stating I had costs for cleaning, damages, and an early lease break fee. I then started my correspondence with the provided resolution team at *************@greystar.com asking for them to remove the lease break fee as the manager was the one who advised me I only needed 30 day written notice as I was on a month to month at that time, and to advise what the breakdown of costs were. After months and 8 emails later, but no response or call, I received an updated cost of $516.38 on 5/1/24. I repeatedly emailed asking for what the charges were with no response. On 6/16/24 I emailed my contact as well as the CEO of the company stating I was still not being given the info I needed in order to verify the charges were accurate for me to make my final payment. On 7/17/24 someone from his office messaged me stating that would be in contact to go over the fees, and 8/8/24 I received notice on my credit score that I was now in collections for this payment. Once again I proceeded to email the CEO and his office where they had the manager of the apts I lived in contact me with the initial costs containing the early lease fee and telling me he couldn't help me further and to contact *************@greystar.com as I already had. Now I have a $525 charge hitting my credit score in collections that I do not feel is a valid charge and they still have yet to tell me what these fees were for. I have been more than willing to pay my fair and accurate account but they have failed to do their jobs.

      Business Response

      Date: 08/09/2024

      Dear ********,
      Thank you for sharing your concerns with us. We apologize for the issues you've experienced regarding the billing and charges at The Art on Highland. 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 address your concerns.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:08/08/2024

      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.
      Ms. Amanda and The Greystar Property management has not responded to my letter from attorney or haven't responded to me at all, but they are fast with trying to collect money and evict tenants. The apartments on the site Greystar Realty is the total opposite, There are only old classic apartments with paint all over. They will tell you there is nothing they can do. This is pure fraud. Bait & Switch tactics and scam artist. Avana Overlook has made my living experience here horrible.

      Business Response

      Date: 08/08/2024

      Dear ******,
      Thank you for sharing your concerns with us. We apologize for the lack of response to your letter from your attorney and your attempts to contact us regarding the issues at Avana Overlook. We have contacted the property management and their leadership team at Avana Overlook to investigate your concerns. A Greystar representative will reach out to you within 10 business days to discuss and address your issues.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/07/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am being inappropriately charged an additional 3 weeks' rent beyond the length of my lease because the property manager will not provide accessible Notice to Vacate documents on a rental property I vacated 6/15/24.
      The lease requires 60 notice if not renewing, which I provided via email 7/13/24.
      My lease expires 9/20/24.
      I have saved the email correspondence spanning from 7/13/24 to current, in which I have repeatedly noticed Hideaway N Scottsdale that I have been unable to access the document due to their faulty access link.
      Although I have requested to meet both verbally and in writing with the site Manager Bry'on Carter, I have been denied verbally and ignored through email.
      When I was finally able to access the Notice to Vacate document 8/6/24, the document was not legible and I could not read the content.
      I received a legible document today via email attachment, that reflected that Hideaway N Scottsdale extended my lease to 10/10/24, stating that I had not accessed and signed their Notice to Vacate document within their assigned time frame.

      I am seeking your assistance to resolve this issue. I am willing to pay through my lease end date of 9/20/24 and sign their Notice to Vacate document reflecting the notice date of 7/13/24 and the vacate date of 9/20/24, which is reflected in numerous emails, and was also provided verbally over the phone on 7/25/24 over the phone, but I feel they are fraudulently extending my lease and attempting to charge me for a lease extension that is not applicable, when they are responsible for a dysfunctional link sent repeatedly as the only means to sign their Notice to Vacate document, and the manager would not meet with me to resolve.

      Business Response

      Date: 08/07/2024

      Dear **** ****,
      Thank you for sharing your concerns with us. We apologize for the issues you've experienced with accessing the Notice to Vacate document and the subsequent billing concerns. We have contacted the management and leadership at Hideaway N Scottsdale to investigate this matter. A Greystar representative will contact you within 10 business days to follow up and address your concerns directly.
      Thank you,
      The Greystar Team

    • Initial Complaint

      Date:08/07/2024

      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.
      They’re forcing us to pay full amount by cashiers check/money order when it makes sense to pay online. Our account is locked. I have 2 other roommates - one is my friend but we are not family. It is a huge inconvenience on everyone. We pay rent at the end of the day. I don’t believe an apartment complex can force people to pay full amount all at once by cashiers check.

      Business Response

      Date: 08/07/2024

      Dear ****** ******,
      Thank you for sharing your concerns with us. We apologize for the inconvenience you have experienced regarding the payment methods at 1717 N Verdugo Rd. We have contacted the property management and their leadership to investigate this matter. A Greystar representative will reach out to you within 10 business days to address your concerns directly.
      Best regards,

    • Initial Complaint

      Date:08/06/2024

      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 currently live in the Mira vista hills apartment by Greystar 1st the maintenance do not come to fix things if you put in an emergency work order they still don't come I went without hot water for 4 days called everyday they still hasn't shown up I had to reset the furnace myself NOW THEY HAVE CHAINS AND LOCKS ON ALL THE GATES MY CHILD HAS EPILEPSY AND IN ORDER FOR THE PARAMEDICS TO GET IN THE GATE THEY HAVE TO GO GET THE SECURITY TO COME UNLOCK THE GATE BY THE TIME THEY DO ALL THAT MY CHILD COULD DIE IN ORDER FOR ME TO BE ABLE TO LEAVE I HAVE TO WALK THROUGH A BIG PUDDLE OF WATER THROUGH DIRT WHICH HAS ORIENTAL ROACHES ALL THE WAY AROUND MY BUILDING TO THE MAIN ENTRANCE THE SECURITY TELLS ME THAT THE FIRE DEPARTMENT, AND POLICE TOLD THEM THAT IT WAS OK TO CHAIN THE GATES WHICH I DOUBT BECAUSE HAVING CHAINS AND LOCKS ON THE GATES IS A HAZZARD WHAT IF ONE OF THE APARTMENTS CATCH FIRE HOW ARE WE SUPPOSED TO GET TO SAFETY ALSO THEY HAVEN'T EVEN INFORMED THE RESIDENTS THAT THEY WERE CHAINING THE GATES

      Business Response

      Date: 08/07/2024

      Dear *******,
      Thank you for sharing your concerns with us. We sincerely apologize for the issues you've experienced with maintenance and the safety hazards due to the chained gates at Mira Vista Hills Apartments. We have contacted the property's management and leadership team to investigate these matters. A Greystar representative will be in touch with you within 10 business days to discuss your concerns and find a resolution.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:08/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      7/11/24, Thursday –We moved into apartment at Sea Glass Apartments in Destin.
      It was a nightmare from the very beginning. These were the list of things we encountered and then we had NO AC since day one for a week and a half. Emergency work orders are NOT answered in a timely manner. They took over 24-48 hours to answer.
      • Dog poop on the living room floor
      • Floors were dirty with white pet hair and debris. We cleaned them and went through an entire pack of Swifter pads (which were all black from cleaning the floor)
      • Guest bathroom had red hair stubble on the countertops
      • Windows had pet hair packed on top the windowsill and black mold (which we cleaned off with cleaners)
      • Rust on all the wire shelves in the closets (which indicates how humid this apartment was getting prior to the AC being fixed)
      • Top of fridge was filthy and so were all the cupboards and baseboards (which we deep cleaned)
      • Carpet has been gnawed at by the doors (which is causing it to come up from the floor)
      • Rust all over the dishwasher (which is not working properly), rust all on the top of the dryer, rust on the refrigerator
      • All light switch and outlet covers have started curling outwards from humidity (which we replaced to keep bugs from coming in through there)
      • Roach and spiders (live ones that we killed)
      • Air filter was black (not changed prior to move in)
      • Air conditioner was not working since day one of move in
      • Extreme humidity in the apartment (It was above 70% humidity)
      We spent over $800 on two portable AC units because maintenance was not answering the emergency work order.

      Business Response

      Date: 08/05/2024

      Dear ***** *****,
      Thank you for sharing your concerns with us. We apologize for the numerous maintenance and cleanliness issues you experienced at Sea Glass Apartments and for the lack of timely response to your emergency work orders.
      We have contacted the management team at Sea Glass Apartments and their leadership to investigate this matter. A Greystar representative will contact you within 10 business days to discuss and resolve your concern, including your request for a lease termination fee waiver.
      Thank you,
      The Greystar Team

    • Initial Complaint

      Date:08/03/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      In Oct. 2022, I rented an apartment 1142 at Avana Desert View , 17030 N 49th St Scottsdale, AZ 85254-5806 , During my tenancy, I encountered an issue with the bathroom countertop. Specifically, after a couple of months of residing in the apartment, I noticed that the paint on the bathroom countertop was peeling and popping up. I promptly reported this issue to the property management and filed a work order requesting repairs. I have shared the email with them as proof when i raised issue in 2022.

      Despite my initial complaint, no action was taken by the property management to address the issue. I was assured that the problem was covered under warranty and would be resolved. However, no repairs were made during my entire stay.

      Upon vacating the apartment on 03/08/2024 after a year and a half, I was charged $306.90 for the same scratches on the bathroom countertop that I had previously reported and filed a work order for . These charges were imposed as penalties in my final settlement statement despite the fact that I had raised the issue early in my tenancy, and the property management had failed to take any corrective action. Now I have received notice for recovery from debt collector. Avana Desert View also hold my security deposit of $300 . if we remove $306.90 from my final settlement statement , AVANA DESERT VIEW owes me $214. I am also attaching the last email conversation that I had with them .

      Business Response

      Date: 08/05/2024

      Dear ****** *****,
      Thank you for sharing your concerns with us. We apologize for the issues you experienced with the bathroom countertop at Avana Desert View and for the resulting charges upon your move-out.
      We have contacted the management team at Avana Desert View and their leadership to investigate this matter. A Greystar representative will contact you within 10 business days to discuss and resolve your concern.
      Thank you,
      The Greystar Team

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