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

• 

  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

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:08/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Dispute on charges sent straight to collections and then updated charges after they sent the other items to collections without informing us.

  Business Response

  Date: 08/05/2024

  Dear ********,
  Thank you for sharing your concerns with us. We apologize for the confusion and frustration regarding the charges sent to collections and the subsequent updated charges. We have contacted the management and leadership teams at the Vancouver property to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss and address your concerns.
  Thank you for your patience and understanding.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 signed a 15-month lease with Prose Northbend which is owned and operated by Greystar. My lease began on 7/20/24. I moved in on 07/22/24. On the day I moved in, my air conditioning (AC) was not working. After two calls to the office, maintenance did not come to check on the AC. By this time, it was after hours so I left a message for maintenance that I had an emergency. Someone did come after my message but said he could not fix it and he would have to call their HVAC company to look at it in the morning. He also went on to tell me that my AC not working was not considered an emergency but that he came only because I had just moved in. They did come the next day to fix the AC and it worked find for two days. On Thursday, 7/25, I noticed that the temperature in my apartment and on the thermostat began to rise. By the evening it was approaching 85 degrees. Since Thursday, 7/25 my AC has been non-working. I submitted more than one maintenance request on the resident portal, and they have been deleted or trashed but without maintenance coming to check on the air conditioning. Yesterday, 7/29 I called the office and spoke to the manager. She acted as if she had no idea that this had been going on. She apologized and told me she would escalate the problem, but no one came yesterday. The manager also informed me that a temperature of 85 degrees or higher is considered an emergency. So last night I sent an email to "Bob" who is the CEO of Greystar to let him know about my problem with one of his properties. I received an email in response this morning, again apologizing and telling me it would be escalated. It is now 4:00 PM and still no one has come to look at the AC and no one has contacted me either. I do not know what I need to do to get this problem resolved. I have been more than patient and I believe it should not have taken over a week to fix this. At the least, I could have been offered a temporary unit to live in or even a hotel room until they can fix the AC.

  Business Response

  Date: 08/02/2024

  Dear Ms. *******,

  Thank you for sharing your concerns with us. We apologize for the issues you have experienced with the air conditioning at Prose Northbend. We understand how frustrating this must be, especially given the delays and lack of communication you have faced.

  We have contacted the property management team and their leadership at Prose Northbend to investigate this matter urgently. A Greystar representative will reach out to you within the next 10 business days to follow up on your concerns and ensure this issue is resolved promptly.

  Thank you for your patience, and we appreciate your residency at Prose Northbend.

  Best regards,

  The Greystar Team

• Initial Complaint

  Date:08/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 husband and I applied to live at this apartment complex “The Northern” in CDA Idaho. This was back in the beginning of April this year 2024. We paid them $350 to apply. We were told that $250 of that would be refunded if we were denied. Well we were denied and requested a refund of our $250 back in APRIL. Since then we have not seen a dime of our $250. Greystar has stolen it. My husband and I have been in contact with the property since April repeatedly trying to get our money back. We’ve called them dozens of times over the past 4.5 months and have even gone down to speak with them in person about it!! We get a runaround answer with “oh well by Friday we will call you with more information”. Or straight up lies about checks already being sent months ago that were never sent! They never get back to us and we are still continuing to have to repeatedly contact them to try and get our hundreds of dollars back! This is INSANE. WHERE is OUR money?!?! How come no one is giving us our money back?!

  Business Response

  Date: 08/02/2024

  Dear Ms. ****,

  Thank you for sharing your concerns with us. We apologize for the issues you have experienced regarding the refund of your application fee at The Northern in Coeur d'Alene. We understand how frustrating this must be, especially given the delays and lack of communication you have faced.

  We have contacted the property management team and their leadership at The Northern to investigate this matter urgently. A Greystar representative will reach out to you within the next 10 business days to follow up on your concerns and ensure this issue is resolved promptly.

  Thank you for your patience, and we appreciate your consideration of The Northern.

  Best regards,

  The Greystar Team

  Customer Answer

  Date: 08/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  This is not a resolution in the slightest. This is only a message stating they received it. I will accept when it is actually resolved. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 08/06/2024

  Dear ********,
  Thank you for sharing your concerns with us. We apologize for the issue you mentioned, specifically regarding the response not providing a resolution but only an acknowledgment of receipt.
  A Greystar representative will be in touch with you within 10 business days to follow up on this issue.
  Thank you for your patience.

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Paid for deposit and rent. Moved into an apartment that has water leaks inside apartment . Management and maintenance knew this before I moving in. Smell is bad with the standing water. I paid 3000 to moving in with rent and deposit. Maintenance does not reply to emergencies and only 1 maintenance guy out of all complex. Multiple request to management staff. Nothing has been done in years of this water piping leaking and water heater.

  Business Response

  Date: 08/01/2024

  Dear Mr. ********,

  Thank you for sharing your concerns with us. We apologize for the issue regarding the unresolved water leaks in your apartment at the Grand Villas at Tuscan Lake property in League City, Texas.
  We have contacted the property and their leadership to investigate this matter. A Greystar representative will contact you within 10 business days to follow up on your concern.
  

  Sincerely,

  The Greystar Team

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: leak is still active and nothing has been done in 4 days. This has been leaking for years and I am being charged for water that is leaking due to the neglect of grey star apartments
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 08/06/2024

  Thank you for sharing your concerns with us. We apologize for the inconvenience and frustration caused by the water leak issues and the lack of response from maintenance at your apartment. We have contacted the property management and their leadership to investigate this matter further. A Greystar representative will be in touch with you within 10 business days to discuss and resolve your concerns.
  Thank you for your patience and understanding.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Del ray central apartments in Alexandria VA
  
  The apartment that I reside in, is advertised as a luxury apartment. However, our elevator is almost constantly out of service, and it has an expired elevator inspector certificate from 2023. We also have not had secured parking that we pay for monthly in nearly 2 months. I’ve emailed property managers multiple times without responses. I’m also not able to access the amenities on the roof deck given the lack of elevator use. I fees to live here, and they are not meeting their part of the contract contract

  Business Response

  Date: 08/01/2024

  Dear Ms. *******,

  Thank you for sharing your concerns with us. We apologize for the issue regarding the elevator and secured parking at the Del Ray Central at Fuse property in Alexandria, VA.
  We have contacted the property and their leadership to investigate this matter. A Greystar representative will contact you within 10 business days to follow up on your concern.

  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 an active duty service member of the US Navy. On 25JUL23 my family and I moved out of Greenfield Village(GV) after a horrible experience living there. They have ridiculous fees for everything. For example, we had to pay $100 per vehicle to park at the complex. this was inside of a gated area that was "patrolled by security". My truck was broken into and all of my tools were stolen. I know multiple tenants who had their motorcycles stolen as well. this isn't the reason I would like to submit this issue. The reasoning behind this report is three months after we moved out we received an "itemized move-out sheet" with a charge for tub damage. I immediately tried to call but this proved difficult since I was no longer stationed in San Diego and now stationed in Mayport, FL. Once I got ahold of the office they told me I would have to contact higher authority ie. Greystar Receivables(GS), due to the complex no longer having my file. I proceeded and contacted GS. This was around October of 2023 at this point. The woman I spoke with researched the account and told me that this damage had been caused by maintenance after we had moved out. She then proceeded to explain to me that our account was settled and had a zero balance. Being extremely busy trying to check in on my new base I felt extremely relieved to no longer have to worry about this awful living situation anymore. BUT. Come March my wife and I are expecting our second child and I am doing a little budgeting and I log onto ****** *****. Now there is a collections balance that matches that exact tub damage. Immediately I called GS, confused as to why my credit was being destroyed. GS told me GV would have to start the dispute paperwork but once they did it would get done. After months of trying to get either company to start the paperwork, they have told me they cannot help me. Collectors won't dispute without paperwork. They are destroying the credit of a Navy sailor and his spouse and doing nothing about it.

  Business Response

  Date: 07/31/2024

  Dear ****** ****,
  Thank you for sharing your concerns with us. We apologize for the issues you experienced during and after your time at Greenfield Village, especially regarding the charges for tub damage and the impact on your credit report.
  We have contacted the team at Greenfield Village and their leadership, including the Property Manager and Regional Property Manager, to investigate this matter. A Greystar representative will contact you within 10 business days to follow up and address your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Pay monthly 360 dollars for EV parking.
  In the last 30 days 3 people have parked in my reserved parking spot.
  E-mailed Andi apartments and have not heard response in over 72 hours.
  At this time would like refund full of monthly rent of 360 dollars for parking spot.
  If this continues, and they are not able to protect my paid for reserved parking spot will need refund of 360 dollars.

  Business Response

  Date: 07/31/2024

  Dear T*****,
  Thank you for sharing your concerns with us. We apologize for the inconvenience you've experienced with your reserved EV parking spot at Andi Apartments. We have contacted the property management team and their leadership to investigate this matter. A Greystar representative will contact you within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/21/24 I received a letter in regard to move out charges from The Laurels. In the letter, it states that I must object in writing to the claim. I was assigned an accounts receivable associate named Jeffrey A. Since day one of calling the provided 866 number, he has been very rude. I would email and leave messages in regard to the claim and would not receive any response back. Today, 7/29/24 I received a call from Jeffrey inquiring of when I was to pay the outstanding balance. I notified him that I have objected the claim in writing, as I have received the certified copy that it was received by Greystar, and I am waiting to receive a response back. Jeffrey was very rude and basically said, it does not matter about the dispute, all the charges still stand.
  
  This account associate needs more training with how to speak to customers. He does not let the customer speak and is very sassy. As I have told Jeffrey, as per the letter I have a right to object in writing which I have done, and I deserve the right to receive the documents that I have requested in the dispute besides a ledger of charges. This claim should not be put on my credit as both The Laurels and Greystar accounts receivable has not been cooperative. The only charges that I feel are accurate are the cleaning charges, but I am disputing the other charges in question.

  Business Response

  Date: 07/30/2024

  Dear ******
  Thank you for sharing your concerns with us. We apologize for the issues you've encountered regarding your move-out charges and your interactions with our associate. We have contacted the management and leadership team at The Laurels to investigate this matter. A Greystar representative will be in touch with you within 10 business days to address your concerns and provide a detailed explanation of the charges.
  Sincerely,

  Customer Answer

  Date: 07/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/29/2024

  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.

  The Lofts at City Center is an apartment complex managed by Greystar. Throughout my stay I've run into several issues, but the most aggravating ones were after I moved out.
  1. I moved out on May 4th, signed a move out sheet, and turned my keys in. I flew home on May 5th. However, they put in my move out date as the 24th of May, causing me to pay extra in utility bills. They completely cut off contact and would not allow me to pay my last month of rent until after it was due. I was blocked off the Resident Portal and haven't been able to pay. After calling the front office multiple times, they keep telling me that Greystar policy is that I can no longer talk to the front office, so I should take it up with them.
  2. Greystar was very uncooperative. After a month of waiting, they got back to me and tacked on some junk fees. First, they claimed that I had left some garbage outside my door. The agent, Chris S, then proceeded to attach an image (their proof) of a trash bag. However, this image was taken last year, way before I moved out. After asking staff if they took the picture, they lied to me and confirmed they had. I showed them proof that they were lying. I've attached a video I took of the original picture dated to September 2023; they're claiming it was taken May 2024. Once they saw the video, they pulled up pictures of the room with random junk in it. I proceeded to send them a video of the completely empty room after I moved out, but I've received no reply. The videos: https://**************. They will not allow me to pay the invoice anymore.
  3. There have been water shut-offs throughout my 2-year stay. For my last bill it seems that one of the meters was broken. This lead to the meter reading almost 40k gallons of water & sewage used while our average is 3-4k gallons. After they discovered the broken meter, all they offered was a 25% discount. This issue is shared with *********** as well.

  Business Response

  Date: 07/30/2024

  Dear ******,
  Thank you for sharing your concerns with us. We apologize for the issues you have experienced with the incorrect move-out date, the additional fees, and the water billing discrepancies at The Lofts at City Center. We have contacted the property management team and their leadership at The Lofts at City Center to investigate these matters. A Greystar representative will contact you within 10 business days to discuss your concerns and work towards a resolution.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 07/30/2024

  
  
  Complaint: ********
  
  
  I appreciate your reply, however, I will accept your response once your agent reaches out to me.
  
  
  
  Sincerely,
  
  
  
  ****** ******* ********

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 entered into a lease agreement with Archer Tower in May of 2021, and this agreement was renewed each year until May 2024, move-out day May 16th, 2024. A security deposit of $500 was collected at time of move-in, and has been withheld for 60+ days past my lease-end. I would like my deposit returned to me promptly and in full.

  Business Response

  Date: 07/30/2024

  Dear ********,
  Thank you for sharing your concerns with us. We apologize for the delay in returning your security deposit for your lease at Archer Tower. We have contacted the management and leadership team at Archer Tower to investigate this matter. A Greystar representative will be in touch with you within 10 business days to address your concerns and provide an update on the refund process.
  Sincerely,