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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

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:06/02/2025

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I were tenants at Eden at Sunterra (a Greystar-managed property) in Katy, Texas. Within days of moving in, we experienced severe health hazards, including active mold, pest infestation, and structural damage. I provided medical documentation confirming that the mold exposure triggered my asthma and significantly worsened my mental health — I was already on short-term disability due to grief and anxiety.
  
  Despite multiple requests for a reasonable accommodation — specifically, a transfer to a safe unit — management denied us, ignored our health disclosures, and escalated immediately to legal threats instead of offering support. We were told by staff that they could “refuse service” because “their feelings were hurt,” and staff refused to engage with me directly, only speaking to my white-presenting spouse. I am a Black, disabled, lesbian woman, and the treatment I received was undeniably biased, retaliatory, and discriminatory.
  
  We have filed formal complaints with HUD, the Texas Workforce Commission Civil Rights Division, the Texas Attorney General’s Office, and local Code Enforcement. Greystar has failed to take accountability or resolve the situation. We were forced to vacate the unit on May 31, 2025, due to unsafe conditions, and are still waiting for acknowledgment of our lease termination and return of our full deposit. This is not an isolated incident — Greystar has over 2,300 BBB complaints in the last 3 years. I am seeking a full security deposit refund and financial compensation for medical costs, relocation expenses, emotional harm, and discriminatory treatment.

  Business Response

  Date: 06/03/2025

  Hi Ms. ********,
  Thank you for sharing your experience with us. We're very sorry to hear about the serious health and safety concerns you encountered at Eden at Sunterra, as well as the concerns you've raised about how your accommodation requests and communications were handled. We understand how upsetting and frustrating this situation must have been.
  We’ve contacted the team at Eden at Sunterra and their leadership so they can carefully investigate what happened and follow up with you directly. A  representative will reach out to you within 10 business days.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:06/02/2025

  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 Against:** Greystar
  **Complainant Name:** ******
  **Date of Incident:** May 7, 2025 – Ongoing
  
  **Complaint:**
  
  Hello, my name is ******, and I am filing a formal complaint against Greystar due to the non-receipt of a refund that I am owed after canceling an apartment application.
  
  I submitted an application for an apartment on **May 7, 2025**, and paid an administrative fee as part of the process. I then canceled my application the very next day, on **May 8, 2025**, and was informed by Greystar that a refund would be processed within **7–10 business days**. I complied fully with their stated cancellation policy.
  
  On **May 13**, I followed up to confirm the cancellation of the check and was only given a brief and vague update. Since then, I have made **multiple attempts to follow up**, including several phone calls on **May 20**, trying to get a clear answer or resolution. Each time, I either received no direct answer or was told my issue was being forwarded to the appropriate team. Unfortunately, no one has reached out with a real update or resolution.
  
  As someone with experience in property management, I understand internal processes and the role of accounting teams. A simple refund like this should not take weeks, especially when I’ve followed company policy to the letter.
  
  We are now in **June**, and I have yet to receive my refund or any meaningful communication from Greystar. I find it unacceptable that a company branding itself as offering “luxury living” cannot follow through on basic refund processes or customer service expectations.
  
  I am requesting the immediate issuance of my refund and an explanation for the delays and lack of communication.
  
  **Resolution Sought:** Full refund of administrative fee and written acknowledgment of the issue.
  
  Sincerely,
  ******

  Business Response

  Date: 06/03/2025

  Hi Mr. ******,

  Thank you for your message. Could you provide the name of the Greystar property in question?

  Warm Regards,

  The Greystar Team

  Customer Answer

  Date: 06/03/2025

  Reached out to greystar for another update and was pushed back with this message. So now the regional who I was in direct contact with is now on leave. 

  Business Response

  Date: 06/04/2025

  Hello,

  Our accounting team is working diligently to get you your refund
  overnighted. 

  A team member will be in contact with the latest update.

  Thank you,

   

• Initial Complaint

  Date:06/02/2025

  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.

  Renters, BEWARE Greystar. My horrific move-out involved $2000+ theft and property damage, likely staff, met with denial and gaslighting by Asst. Manager Tina D****.
  
  Nearly 3 months prior, I emailed Tina D**** I wouldn't renew and would move out early. No reply, even to a follow-up. On move-out day, a herniated disc flare-up (2022 accident) hit after hours of lifting. To avoid missing my loading dock slot, I secured valuables – my late father’s shoes, Beats, Surface Pro – in a closed bedroom closet. As a former property manager keenly aware of security, I locked every bolt, as staff saw me moving. I planned to return next day.
  
  Soreness and a flare-up delayed my return 6 days. I come back to found my balcony door handle broken off and taped (electrical tape), my air purifier (running near entry) unplugged & moved, and the closet ransacked – father's shoes, Beats, Surface Pro GONE. Only employees have fobs. Yet, Tina D**** shockingly claimed I left it unlocked & maintenance relocked it 2 days later, without notifying me of this supposed major security event. Pure gaslighting. Yet all my frozen food was still there.
  
  When I demanded answers, a police report, reimbursement for $2000+ losses (plus sentimental value), & key log, Tina refused the log & became combative. Copying the managing director (helpful with a prior AC issue) yielded no investigation, apology, or compensation. To be ignored, gaslit, & robbed by those entrusted with your home is outrageous. This blatant disregard, with thieves on staff, extends to other issues like unresolved account balances. Do NOT trust Greystar property with your belongings or peace of mind. Their negligence & lack of accountability are astounding.

  Business Response

  Date: 06/04/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the experience you described related to your deposit and the resulting $273 balance at *** ******* in Baltimore.
  We’ve contacted the local team and regional leadership for *** ******* so they can investigate what occurred and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss your concerns and next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/02/2025

  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.

  In October 2024, I moved out of Sanctuary at Daytona after my lease ended. Out of my original 2400 USD deposit, I was told I would receive 1912.89 USD back. I was fine with that.
  
  At first, they said they would use some kind of online deposit refund system, but for some reason, it required verification from my roommate, whose email wasn’t even in their system. Because of this, they said they’d send a physical check instead. I gave them my new address.
  
  However, I never received the check. I have followed up more than four times, and every time, they say it was sent to a different address. This has been going on for over six months, and I still haven’t received my refund.
  
  They are kept saying they will re-send the physical check or e-check which never arrived. I want to physical check from them in front of me by this week.

  Business Response

  Date: 06/03/2025

  Hi Mr. ****
  Thank you for sharing your concerns with us. We’re sorry to hear about the delay and confusion you’ve experienced regarding your refund after moving out of Sanctuary at Daytona. That sounds incredibly frustrating, and we appreciate you bringing it to our attention.
  We’ve contacted the team at Sanctuary at Daytona along with their leadership so they can investigate what happened and follow up with you directly. A Greystar representative will be reaching out to you within 10 business days to help resolve this.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:05/31/2025

  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 completed an application on April 24, 2025 for approval to rent apartment #****.
  On May 1, 2025 I notified by phone call and email that I was not interested in renting. I requested my refund of $250 which I understood would be refunded if I did not qualify or changed my decision.
  
  I have contacted Avana leasing office spoke with Robert who informed me I needed to completed a refund form. I completed and emailed as instructed. I have also emailed my request for the status of my refund several times and have not received my refund.
  It has been over 30 days and I have not received my refund. Please help me.

  Business Response

  Date: 06/03/2025

  Hi *****,
  Thank you for sharing your concerns with us. I'm sorry to hear about the frustration you've experienced trying to receive your $250 refund after withdrawing your application for unit #**** at the Avana community.
  We’ve contacted the local property team and their leadership to investigate the issue and ensure that someone from Greystar follows up with you directly. A representative will reach out within 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:05/30/2025

  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 recently turned in termination paperwork (04/30/25 submission date for 06/01/25 termination), with sufficient notice using my military orders under the SCRA (Servicembers Civil Relief Act). The property manager Zachary D**** failed to put in my orders for my termination, and I was charged with an insufficient notice and termination fee, causing this past month’s rent to come out to $5,580.07. We are currently in the process to buy a house, and this issue caused a major inconvenience financially as we are expected to pay closing costs.
  
  This is not the first issue we’ve had. We’ve had multiple issues in the past. During the summer of 2024, we noticed some water damage in our wall, causing it to crack and bubble, which we reported. After about a week or so, the wall was leaking out puddles of water, and black mold was starting to grow, at which point I went to the management office and reported the emergency. After the assessment of the damage was done, Mr. D**** told me the course of action that was going to be taken: tear out about 30 square feet of wall, rip up the flooring, dry out the wall, and repair the wall and floor. Mr. D**** assured me that it would take a maximum of 2 weeks for all the work to be done. It took about 2 1/2 months for everything to be fixed. For about 2 of those months, we had those 30 square feet of drywall torn out, leaving the interior of the wall exposed.

  Business Response

  Date: 06/03/2025

  ****,
  Thank you for sharing your concerns with us. We're very sorry to hear about the situation regarding your lease termination under the SCRA and the resulting charges, as well as the prior maintenance and repair experience you described at Banyan Grove.
  We’ve contacted the local property team at NAV850, along with their leadership, to investigate what happened and ensure someone from the Greystar team reaches out to you directly. Please allow up to 10 business days for that follow-up.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/30/2025

  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.

  Multiple cars have been broken into in the parking garage in the last 2 months. I emailed CyanPDX for the first time on April 14, 2025. I also tried to post an announcement on the digital resident bulletin board to let the person know their car was broken into. CyanPDX never allowed my announcement to post and never emailed back. The post still says “pending”. The same thing happened again on May 24, 2025. A car was broken into so I emailed them and also tried to announce another post on the digital bulletin board, but they are still refusing to post it. I pay $180 a month for parking here and they advertise that there is a physical security person surveying the garage (he is only here once or twice a week and only during late hours). I would like the end result of this to be for CyanPDX to own up to their actions of purposefully not responding to my concerns, and I want them to install multiple angles of security cameras on every single level of the garage. I would like a reimbursement for parking directly from CyanPDX of $180 for each month of parking since the date of the first break in, April 14, 2025.

  Business Response

  Date: 06/03/2025

  Hi *****,
  Thank you for sharing your concerns with us, and we’re truly sorry to hear about the recent security issues you've experienced in the parking garage at CyanPDX. We also apologize for the lack of communication and the delays you faced when trying to post to the digital bulletin board and email the team.
  We’ve contacted the team at CyanPDX and their leadership so they can investigate the matter thoroughly. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns and next steps.
  Thank you again for bringing this to our attention.
  The Greystar Team

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at Tinker on Forty8 Apartments, which is now managed by Greystar. Since September 2023, I have experienced ongoing safety, and ethical violations in the handling of my tenancy and living conditions. Upon move-in, the unit was infested with roaches, and since then I have dealt with a failed oven heating element that sparked and caught fire never repaired, black mold caused by a leaking master bedroom wall that allows water to run down during rainfall. False maintenance completions reported in the system despite photo evidence of unresolved issues.Exclusion from property-wide renovations such as new blinds that were installed in all other units in my building. A pattern of neglect toward long-standing tenants in favor of pushing new tenants into “upgraded” units at much higher rent. A lock change that resulted in the office repeatedly losing my keys and continually asking me to re-provide duplicates. I have remained on a month-to-month lease since July 2023 due to these unresolved issues, continuing to pay full rent for substandard conditions.
  In addition, Greystar failed to adequately disclose mandatory recurring fees at the time of lease signing. After moving in, I began receiving monthly third-party utility statements through a company called Conservice, which included: Undisclosed pest control charges
  Valet trash fees, Utility administrative fees. Mandatory renters insurance that I am forced to pay for through their provider. These fees were not itemized or explained upfront during the lease signing process, and often total up to $160 in additional charges every month on top of rent. I have documentation showing these charges being automatically assessed without full transparency or proper breakdown.
  Greystar has invested heavily in renovations to other units, a new fitness center, a new pool, and tenant-facing events like free food trucks yet tenants like myself, who pay on time and have been living in unsafe conditions, are consistently neglected.

  Business Response

  Date: 05/30/2025

  Hi ********
  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about the issues you’ve experienced at Tinker on Forty8 Apartments, including unresolved maintenance concerns, condition of the unit, and billing clarity. That’s not the experience we aim to deliver.
  We’ve contacted the local team at Tinker on Forty8 and their leadership so they can investigate your concerns and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss next steps.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/30/2025

  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 have repeatedly requested a copy of a lease agreement or any other documents showing that my name is on the lease agreement for Pennwood Apartments in Meridian, Idaho. I had left numerous messages with the leasing office for several weeks with no response. I was able to reach Chelsea H*****, phone number (833) 883-**** on 5/21/25. She had advised at the time she would forward the lease agreement. On 5/27, I still had not received the documentation and placed several follow up calls and requested via email. I was provided a copy of a lease; however, the lease did not include my name on any of the documents. I am formally requesting any and all documents that Greystar or Pennwood Apartments have on file with my name on them—this includes but is not limited to lease agreements, addenda, applications, or any legal or residential documentation pertaining to my tenancy.Any assistance the BBB can provide to resolve this request would be greatly appreciated.

  Business Response

  Date: 05/30/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the difficulty you’ve had obtaining documentation related to your residency at Pennwood Apartments. We understand how frustrating it can be to make multiple requests without resolution.
  We've contacted the local team at Pennwood Apartments and their leadership team so they can investigate further. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/28/2025

  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 gave my notice on May 3, 2025. It was given to a new leasing agent at the front desk. I have to change my move out date due to emergency circumstances meaning I will have to leave to Mexico on June 13. My grandma is actively passing away. She is my mom she raced me and I have to go take care of everything over there for her before she passes. Unfortunately I have not heard back from Alexis. She is a property manager I have reached out to her via phone and email twice. I emailed her first on May 25, 2025 and have not had a response from her. I also reached out to her on May 27 2025. I sent her an email and left her a voicemail and I have not had a response today which is May 28, 2025. I went into the office to speak to someone in regards to my move out date unfortunately Chad a leasing agent informed me that my notice was never input into the system, and I will be charged the full amount of rent, which I cannot afford. It also seems like they have lost that notice that was given to them, which is completely unfair and unprofessional on their part because it was given to them Chad also informed me he would look into it and give me a call back as soon as he has more information I did inform Chad that I have been trying to reach Alexis and I have not heard back from her and it's really hard to get in touch with her and I would really like to talk to her in regards to this matter because it is extremely urgent to me. It might not be to them, but it is to me. I shouldn't be penalized because of their mistake. It is unfair and cruel. This is stressing me more than words can be. I would like this matter to be fixed as soon as possible and I would like to be able to leave and move out on June 13 since my notice was given.

  Business Response

  Date: 05/29/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We’re very sorry to hear about the difficulty you’ve experienced trying to update your move-out date and the additional stress this situation has caused during such a personal and urgent time.
  We’ve contacted the team at Novi at Lowry and their leadership so they can investigate the situation further. A representative from Greystar will be in touch with you directly within 10 business days to discuss your notice and move-out timing.
  We truly appreciate you bringing this to our attention and extend our sympathies for what you’re going through.
  Sincerely,
  The Greystar Team