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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

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  Mason

  101 Mill Rd Everett, MA 02149-3049

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  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:05/28/2025

  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.

  On April 5 2025 I stopped by to apply for a new apartment lease. The holding deposit was $100. On April 9 I was notified via email that my application did not met the criteria. "After careful review, we regret to inform you that your rental application does not meet the screening criteria we are required to follow.
  We will now proceed with cancelling your application.
  Following this cancellation, the refund process for your holding deposit will begin. Please note that the reimbursement may take up to 28 business days to process. "
  
  As of today I have not received the refund. I've called and sent emails without a response from the leasing company.

  Business Response

  Date: 05/29/2025

  Dear *****,
  Thank you for sharing your concerns with us. We're sorry to hear that you have not received the refund for your holding deposit after your application was denied on April 9, 2025.
  We’ve reached out to the team at Coronado Palms and their leadership so they can investigate this matter. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  We appreciate your patience, and thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/20/2025

  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.

  The apartment complex has been withholding our security deposit refund for over 2 years now. We have not received any check or electronic refund from them, and contacting Spring Stewart, the Regional Property Manager, has been futile. My husband and I received a notification of our refund amount, and we are expecting this amount to be refunded to us, as was promised.

  Business Response

  Date: 05/21/2025

  Hi *********,
  Thank you for sharing your concerns with us. We’re very sorry to hear that you have not received your security deposit refund from your former apartment at Harrison Yards, despite being notified of the amount due. That’s certainly not the experience we aim to provide.
  We’ve contacted the team at Harrison Yards and their regional leadership so they can investigate this matter further. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:05/20/2025

  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.

  My apartment was affected by a flood from my upstairs neighbor. My things in my apartment where damaged. Water in the light fixture i cannot live in my apartment while they are fixing
  My apartment furniture is damaged and it may be mold in the walls now. Water was pouring from my ceiling and the entire apartment living space aside from my bedroom

  Customer Answer

  Date: 05/20/2025

  I reside at Vinoy at Innovation in charlotte nc

  Customer Answer

  Date: 05/21/2025

  I reside at Vinoy at Innovation in charlotte nc

  Business Response

  Date: 05/21/2025

  Hi ********,
  Thank you for bringing this to our attention. We’re truly sorry to hear about the flooding incident in your apartment at The Vinoy at Innovation Park and the impact it's had on your home and personal belongings. That’s certainly not the experience we want for any of our residents.
  We’ve contacted the team at The Vinoy and their regional leadership so they can look into this right away. A Greystar representative will follow up with you directly within 10 business days to discuss next steps.
  The Greystar Team

• Initial Complaint

  Date:05/19/2025

  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.

  We are long-term tenants who have been residing at The Triton Apartment in Foster City since 2018, when the building was first constructed. Over the past seven years, we had no issues or concerns regarding rent or utility billing while the property was managed by the previous management company, Legacy Partners (2018–2025), or with the utility billing service provided by Yes Utility. However, since Greystar assumed management of the property in January 2025, we have experienced several unusual and concerning issues that had not occurred under prior management. 1. Trash Room Complaint – Triton Apartment (February 2025 – May 2025) From February to May 2025, the trash rooms on all floors (1st through 5th) of the Triton Apartment were consistently filled with filth and overflowing garbage. Numerous residents, including myself, submitted both email and in-person complaints regarding the unsanitary conditions to Assistant Manager Jocelyn F****** (***************@greystar.com), Community Manager Tori A*** (************@greystar.com), and the Assistant Manager Team (*************@greystar.com). Despite repeated concerns, management responded by stating they had not yet hired staff for porter services or a dedicated trash vendor as of April 19, 2025. As a result, garbage continued to accumulate in every trash room across all five floors since February. All the residents at Triton Apartment managed by Greystar had been charged sewer fee, garbage fee with those months (Jan - May). The issue was fully resolved after I sent an ultimatum email to Community Manager Tori A*** (************@greystar.com) Saturday, May 3, 2025, at 11:58 AM. In the email, I requested a formal explanation as to why she violated the Triton Lease Agreement by using a smoker inside her unit—Unit ***—despite the lease clearly stating that such activity is strictly prohibited. Please see the attached photos submitted by multiple residents, including myself, which document the ongoing issue.  2. Utility Bill Discrepancy – Unit *** As tenants of Unit *** at Triton Apartments for the past 7 years under the BMR program, I have always paid rent and utilities on time, with no history of late payments or issues—both under Legacy Partners and Yes Utility. Since Greystar took over in January 2025 and partnered with Conservice Utility Company, I have continued paying full monthly charges: $1,988 in rent plus $150–$180 in utilities from January to April 2025. In May 2025, however, I was charged $333 for utilities—nearly double the usual amount. After speaking with multiple residents across all five floors, I discovered that ALL OF THEM were not billed for one month of utilities between January and April 2025. These residents confirmed this in writing (attached), and based on that, they found the higher May bill reasonable, viewing it as Conservice "catching up." However, I was billed consistently each month and paid utilities in full, as shown in my attached bank statements. When I contacted Community Manager Tori A*** < ************@greystar.com> the Assistant Manager, Jocelyn F****** blamed Conservice and reiterated the "catching up" explanation. But this logic doesn’t apply to resident like me who were never behind on utility payments. Both Conservice and former provider Yes Utility confirmed that utilities were billed to all units from January to April. If any residents were not charged during that time, it was likely due to Triton Greystar’s internal handling by exemption. I have written confirmations from other residents supporting this, and I’m prepared to testify or speak publicly to ensure accountability. As a long-term tenants at Triton Apartments for the past 7 years—with a spotless payment record, If this issue is not addressed promptly and fairly, I will have no choice but to escalate it through Small Claims Court to seek accountability and proper resolution.
  

  2. Utility Bill Discrepancy – Unit ***
  
  As tenants of Unit *** at Triton Apartments for the past 7 years under the BMR program, I have always paid rent and utilities on time, with no history of late payments or issues—both under Legacy Partners and Yes Utility. Since Greystar took over in January 2025 and partnered with Conservice Utility Company, I have continued paying full monthly charges: $1,988 in rent plus $150–$180 in utilities from January to April 2025.
  
  In May 2025, however, I was charged $333 for utilities—nearly double the usual amount. After speaking with multiple residents across all five floors, I discovered that ALL OF THEM were not billed for one month of utilities between January and April 2025. These residents confirmed this in writing (attached), and based on that, they found the higher May bill reasonable, viewing it as Conservice "catching up."
  
  However, I was billed consistently each month and paid utilities in full, as shown in my attached bank statements. When I contacted Community Manager Tori A*** < ************@greystar.com> the Assistant Manager, Jocelyn F****** <*************@greystar.com> blamed Conservice and reiterated the "catching up" explanation. But this logic doesn’t apply to resident like me who were never behind on utility payments.
  
  Both Conservice and former provider Yes Utility confirmed that utilities were billed to all units from January to April. If any residents were not charged during that time, it was likely due to Triton Greystar’s internal handling by exemption. I have written confirmations from other residents supporting this, and I’m prepared to testify or speak publicly to ensure accountability.
  
  As a long-term tenants at Triton Apartments for the past 7 years—with a spotless payment record, If this issue is not addressed promptly and fairly, I will have no choice but to escalate it through Small Claims Court to seek accountability and proper resolution.

  Business Response

  Date: 05/20/2025

  Hi *******,
  Thank you for sharing your concerns with us, and for being a long-term resident at The Triton Apartments.
  We’re very sorry to hear about the ongoing issues you’ve described, including the unsanitary trash room conditions from February through early May, and the unexpected increase in your May utility bill. That experience does not reflect the standard of service we aim to provide.
  We’ve contacted the onsite team at The Triton as well as regional leadership so they can review the situation in full. A representative from Greystar will be reaching out to you directly within 10 business days to follow up on your concerns and discuss the next steps.
  Thank you again for your patience as we look into this further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/18/2025

  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 have repeatedly received emails from your company billing me for the 6748.16 stating that this is due for the remainder of the lease. I do not agree because I bought out my lease per the buyout clause and gave proper notification of vacating the apt. I have called the number on several occasions to speak with the person who is sending me bills and have left messages with no response. I have also emailed this person multiple times and again received no response. The buyout would have only been 4400 which we already paid monies toward. I also received no credit for my deposit. In addition, I went to the leasing office at Avana one six four in Lynnwood, Washington, and was told they do not handle these types of situations.

  Business Response

  Date: 05/19/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the confusion surrounding the billing after your move-out from Avana One Six Four, especially regarding your lease buyout and the lack of response you’ve experienced.
  We’ve contacted the property leadership and relevant team members at Avana One Six Four so they can review your account and investigate the charges. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns further.
  We appreciate your patience as we look into this matter.
  Sincerely,

• Initial Complaint

  Date:05/17/2025

  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 moved out of an apartment managed by Greystar over a year ago. The property was mResidences Mountain View (Address: 881 E El Camino Real, Mountain View, CA 94040). At the time of move-out, I was not provided with an itemized bill explaining how my $400 security deposit was used, nor was I given any breakdown regarding prorated rent for the days I did not occupy the unit.
  
  In addition, Greystar did not return my security deposit within the 21-day timeframe required by California law. The refund I received was also incomplete and undocumented.
  
  Based on my lease, my monthly rent was $3,350. Assuming a 29-day billing period (as charged), the daily rent was approximately $115.50. I moved out 17 days before the end of the billing cycle, which entitles me to a prorated rent refund of $1,963.50. Including my $400 security deposit, the total amount due to me should have been $2,363.50.
  
  However, Greystar only refunded $1,814.62. This leaves a remaining balance of $548.88, for which I have received no explanation or supporting documentation.
  
  Under California Civil Code §1950.5, landlords must return the full security deposit within 21 days and provide an itemized statement of any deductions. Failure to do so may entitle the tenant to recover the withheld amount and up to twice the amount in statutory damages.
  
  At the time, I was unaware of these protections and did not know I could file a BBB complaint. I am now requesting that Greystar:
  (1) provide a full itemized move-out statement,
  (2) explain why only $1,814.62 was refunded,
  (3) return the remaining $548.88 that was improperly withheld,
  (4) and acknowledge that additional penalties may apply under California law.

  Business Response

  Date: 05/19/2025

  Hi **,
  Thank you for bringing this to our attention. We’re sorry to hear about the confusion and delay regarding your final account statement and refund after moving out of mResidences Mountain View.
  We’ve contacted the onsite team at mResidences Mountain View and their leadership so they can investigate your concerns, including the itemized deductions and refund timing. A Greystar representative will reach out to you directly within 10 business days.
  Thank you again for your patience as we look into this.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/16/2025

  Type:Order 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 daughter and I signed a lease March 2025 with Union on Knox. When applying, she was told by staff that they had garaged parking. This has not been the case. There is no street parking and she has paid over $20 daily to park there. She cannot afford this because she is a college student. I reviewed Her lease and on page 28 under Special Provision #9 It states: Resident will be provided a RFID Tag car windshield Sticker is to be placed on the windshield of your care to open gate and if applicable the parking garage. Cost to replace Tag is $200.
  
  She was recently told by the rental office that she could be placed on a waiting list or could park in the garage at University of Maryland for free as long as she moves her car by 7am. This was not the case also. She received 2 tickets on her vehicle as a result of this incorrect information.

  Business Response

  Date: 05/19/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns with us. We're very sorry to hear about the challenges your daughter has experienced related to parking at Union on Knox and any confusion around what was offered or included in the lease.
  We’ve contacted the team at Union on Knox and their leadership so they can review the details of your lease and follow up regarding the garage parking situation. A Greystar representative will reach out to you within 10 business days to discuss this further.
  We appreciate you bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/14/2025

  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.

  On April 30 2025,we applied to heron lakes in Kissimmee Florida,they have on their website that they accept vouchers,we have a section 8 voucher,we applied we paid 75$ for each adult (we are 2) we call to see the status and one of the employees name Sandra told us that everything was ok and the manager of the property wasn’t there to explain everything to us,we left our phone numbers cause she was going to call us back,she never did.after a week calling with no response and leaving messages,they finally answered and the manager informed us they do not take section 8,we ask for a refund for the amount of 140$,cause it was missed information from them,they said that they would call us back.and never did.i been calling them and leaving messages

  Business Response

  Date: 05/16/2025

  Hi *******,
  Thank you for reaching out and sharing your experience with us. We're sorry to hear about the confusion and lack of follow-up related to your application and Section 8 voucher at Heron Lake in Kissimmee.
  We’ve notified the onsite team and leadership at Heron Lake so they can investigate what occurred. A Greystar representative will contact you within 10 business days to discuss your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/14/2025

  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.

  I was staying at “Ascent Midtown Apartments” located at West Peachtree st. NW, Atlanta, Georgia 30309 for the for 12 months starting from 09/09/2023 up to 09/09/2024. I Have made a deposit a total amount of $6414 equivalent of 3 months rent, that was supposed to be returned upon move out given there are no damages to the apartment.
  I have informed the office of my move out in advance according to their request. On 09/09/2024 after passing the apartment inspection and returning the keys personally I was explicitly told by the property’s representative that the apartment is in great condition. Later that day at the property office I was informed by another representative that I will receive the instructions for returning my deposit electronically via email within 30 days. I did not receive those instructions or any further information on the matter during and after that time period.
  
  I have reached out to “Ascent Midtown Apartments” representative again for information regarding my deposit return status. A representative has assured me that I would receive the instructions via email within the next 5 days. I did not receive the instructions despite checking and monitoring my inbox and spam messages.
  After making more attempts of calling their office, contacting them by email numerous times and even mailing a formal letter of deposit demand all my attempts to contact them were ignored and unanswered.
  To this date I did not receive the deposit or any list of deductions that would explain the withholding of the deposit. I also did not get a single response to any of my emails, phone calls, and a formal letter mailed to their office.
  
  I want a full return of my deposit and a formal explanation of the reason for all my contact attempts going unanswered.

  Business Response

  Date: 05/16/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the trouble you’ve experienced with the return of your deposit following your move-out from Ascent Midtown.
  We’ve contacted the onsite team and property leadership so they can investigate your concerns. A Greystar representative from Ascent Midtown or their leadership team will be in touch with you within 10 business days to provide a direct response.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:05/13/2025

  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.

  On April 30,2025 I signed a lease with Overture, Greenville, I thought that my house was sold. On May 2, 2025 I found out that my house deal had fallen through. I had not moved into the apartment. I am now being told that I will have to pay near $8000 to get out of lease. I did not move in. Why would I have to pay that amount?

  Business Response

  Date: 05/16/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the unexpected situation with your home sale and the resulting difficulty regarding your lease at Overture Greenville.
  We’ve contacted the local team at Overture Greenville along with their leadership so they can investigate and have a Greystar representative follow up with you directly within 10 business days.
  The Greystar Team