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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

    • 2,325 total complaints in the last 3 years.
    • 799 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:05/13/2025

      Type:Order 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.
      Originally when I moved into my apartment, it was a 3 By 3 and I had one roommate that I knew and another than was random. When we signed our leases and filled out forms, we said no to a roommate with pets. I have slight allergies to dogs and I did not want to live with pets. When we moved in however they gave us a roommate with a dog which was completely against what I had already filled out. I had spoke the manager many times about this and nothing changed. The roommate with a dog is still in our apartment. Management had said multiple times that they would move her out but they didn't. Additionally this month they charged a much higher price for water and electricity then it is normally. After many people who had this same issue called about this problem, they reported back through the apartment portal that they had been charging us the wrong amount for utilities and would start charging the correct amounts now.

      Business Response

      Date: 05/14/2025

      Hi ******,
      Thank you for sharing your concerns with us. We're sorry to hear about the issues you've encountered with the roommate placement and recent utility billing at The Varsity in College Park.
      We’ve contacted the on-site team and their leadership to review your concerns, including your original roommate preferences and the updated utility charges. A Greystar representative will reach out to you directly within 10 business days to follow up.
      Sincerely,
      The Greystar Team 

    • Initial Complaint

      Date:05/13/2025

      Type:Product 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.
      Formal Complaint - Failure to Return Security Deposit by 225N Calvert St Apartments
      Dear Better Business Bureau,
      I am filing a formal complaint against 225N Calvert St Apartments (Baltimore, MD 21202, Apt ****) for failing to refund my $1,600 security deposit and account balance. I moved out on January 10, 2025. Under Maryland law (Real Property Code 8-203), they had 45 days to return my deposit. Five months later, I still haven't received payment. In March 2025, the office claimed a check was mailed and referred me to ***** ******** (###-###-####), who confirmed a February 2025 check was never cashed. They said the apartment must resubmit the request, but the office refused, became hostile, and hung up on me. All subsequent emails and calls have been ignored. This violates Maryland tenant rights and shows unprofessional conduct. I request BBB's help to: 1) Investigate their violation of deposit laws, 2) Force them to reprocess the refund, and 3) Hold them accountable. This money is important to me. Attached are relevant documents. Contact me at **********@*******.com
      Thank you for your help.
      Sincerely,
      ****** ***

      Business Response

      Date: 05/14/2025

      Hi ******,
      Thank you for sharing your concerns with us. We’re sorry to hear about the difficulties you’ve experienced in receiving your deposit refund from 225 N Calvert in Baltimore, MD, and we understand how frustrating this has been.
      We’ve contacted the on-site team at 225 N Calvert as well as their leadership team so they can review your concerns and the status of your refund. A Greystar representative will follow up with you directly within 10 business days.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:05/12/2025

      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.
      We paid a security deposit of $1,000 to Avia Apartments. They are keeping $750 of our deposit. They sent pictures of some cleaning that needed to be done which was valid, but they are claiming the carpets needed to be replaced. They showed one terrible picture of the carpet where they said there is a stain. We did not stain or damage anything in that apartment for them to keep $750 of our deposit. They are telling us there is nothing we can do to get our money back.

      We lived there from 05/2024-04/2025.

      Business Response

      Date: 05/14/2025

      Hi ********,
      Thank you for sharing your concerns with us. We're sorry to hear about your experience with the deposit refund process at Avia Apartments in Richmond, VA, particularly regarding the charge related to the carpet replacement.
      We've reached out to the on-site team at Avia as well as their leadership so they can review your concerns in more detail. A Greystar representative will follow up with you directly within 10 business days to discuss the matter further.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:05/09/2025

      Type:Product 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 moved in to Co/Relate in Los Angeles. February 2024. My lease ended on April 8th, 2025. I received a document from Co/Relate saying my full deposit will be sent within 21 days. Well, I haven’t received it and when I call the office they do not answer my call. I did receive an email from the manager, Steven at Co/Relate saying that I have to contact Graystar. Greystar hasn’t replied to my emails and my calls go to voicemail. This company is so attentive when you’re moving in, but once you’re in or moving out and have an issue… a human is no longer involved in the process. Please help me get my deposit back.

      Business Response

      Date: 05/09/2025

      Dear *******,
      Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the delay in receiving your deposit refund and the difficulty you've had getting in touch with the team at Co/Relate in Los Angeles.
      We've contacted the property and their leadership so they can investigate the situation and follow up with you. A Greystar representative will be in touch within 10 business days to provide an update regarding your deposit.
      We appreciate your patience and the opportunity to address this matter.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:05/09/2025

      Type:Sales and Advertising 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 writing to report a potentially deceptive rental practice I experienced with Matheson Mills Broadstone Complex located at Charlotte NC.

      The complex is currently advertising a promotion offering “two months free rent” on certain units. However, I noticed that an identical unit with the same square footage (672 sq. ft), layout, and features is listed at the exact same monthly rent without the “two months free” promotion. After reviewing both offers, it appears that the promotional pricing is not actually a discount, but rather a marketing tactic that creates the illusion of savings while charging the same total lease amount over 12 months.

      I believe this may be a violation of consumer protection standards, as it constitutes false or misleading advertising and potentially a bait-and-switch tactic.

      I am requesting that this situation be investigated to ensure transparency and fairness in rental practices for all potential tenants.

      Please let me know if further information or documentation is needed. I have retained screenshots and communications as evidence of the issue.

      Business Response

      Date: 05/09/2025

      Dear ******,
      Thank you for taking the time to share your concerns with us regarding your experience at Matheson Mills Broadstone. We’re sorry to hear about the confusion around the “two months free” promotion and understand your concerns about how the pricing was presented.
      We’ve contacted the team at Matheson Mills Broadstone and their leadership so they can look into this matter further. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns and provide additional clarity on the promotional pricing.
      We appreciate your feedback, and we’re committed to ensuring all advertising practices meet our standards of transparency and fairness.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:05/07/2025

      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’m filing a complaint against The Kenzie Apartments for misleading utility billing and unresolved excessive charges. I lived alone in a 500 sq ft unit and was charged nearly $400/month in utilities, despite minimal usage and conservative habits. Management told me utilities were billed in arrears (3–4 months delayed), but I was never given clear breakdowns or documentation of what usage period I was actually paying for.

      I vacated the unit on March 20, 2025, although my lease ended April 11. The unit was completely unoccupied and all utilities were shut off after that date. Still, I was billed $323.07 in April for utilities. Management now claims that charge covers usage from December and January, but this timeline makes no sense and implies I still owe for February–April, despite not living there. There has been no transparency, no proof of usage, and no month-by-month ledger showing what I paid for and when.

      I’ve been redirected to Conservice repeatedly for over six months, with no resolution. The Kenzie bills and receives payment, yet refuses to take accountability or provide answers. I also paid $450 in move-out cleaning charges (including pet odor and wall repair), which felt excessive for a 500 sq ft unit, but I allowed my $250 deposit to be applied and paid the rest in full to close the matter in good faith.

      I’m requesting removal of the $323.07 charge, confirmation that I don’t owe additional amounts, and a full utility ledger. If not resolved, I will escalate to the Texas Attorney General and public platforms. I want a fair and honest resolution.

      Business Response

      Date: 05/08/2025

      Hi ******,
      Thank you for taking the time to share your concerns with us. We're sorry to hear about the confusion and frustration related to the utility charges during and after your residency at The Kenzie Apartments, as well as your experience with the move-out billing process.
      We've reached out to the team at The Kenzie and their leadership so they can investigate the matter, including your request for a utility ledger and clarification of charges. A Greystar representative will follow up with you directly within 10 business days.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:05/07/2025

      Type:Product 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 submitted a refund request to Addison Grove (a Greystar-managed property) on April 14, 2025, after canceling my rental application.

      I paid a total of $250. I was informed via email that the administrative fee would be refunded within a few days. However, despite multiple follow-ups over more than three weeks, I have not received any refund, no timeline, and no proper communication.

      I contacted multiple staff members including Samantha Jameson, Steven Hammons, and Terre Holmes, and received no resolution.

      I understand that a portion (approximately $75) may be non-refundable, but no part of the refund has been issued at all. I am requesting that the remaining amount be processed immediately, as was promised.

      I have attached the original email from April 14 as proof.

      Business Response

      Date: 05/08/2025

      Hi *****,
      Thank you for sharing your concerns with us. We’re sorry to hear about the delay and lack of communication regarding your refund request after the cancellation of your rental application at Addison Grove.
      We’ve contacted the team at Addison Grove and their leadership so they can review the situation and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss your refund and clarify any remaining questions about the charges.
      The Greystar Team

    • Initial Complaint

      Date:05/07/2025

      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 moved out of my apartment complex, Solis LoSO, on 2/14/2025. I still have not been paid my security deposit of $500 or given any itemized list of deductions. I have emailed them many times about this. They keep ignoring my emails. Only once, a couple of weeks ago, they said my check is "processing". I made sure they had my correct mailing address.

      Business Response

      Date: 05/08/2025

      Hi ****,
      Thank you for reaching out and sharing your concerns. We’re sorry to hear about the delay in receiving your security deposit and the lack of communication regarding your move-out from Solis LoSO.
      We’ve contacted the team at Solis LoSO and their leadership so they can investigate your refund status and follow up. A Greystar representative will reach out to you within 10 business days to provide more information.
      The Greystar Team

    • Initial Complaint

      Date:05/07/2025

      Type:Product 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 submitted an application for tenancy with this residential apartment complex on April 4, 2025.

      A $250 refundable deposit was requested at the time of application.

      There was no disclosure up front on the timeframe for refund.

      After being declined for tenancy on April 5, 2025, I was then informed I would have to wait upwards of 45 days for a refund.

      After application decline, a consumer should not have to wait longer than a month for a refund.

      Additionally the practice is that after the 45 day period the funds are not released, there is an additional wait time after they send a link requesting deposit information.


      This is unethical to hold consumer funds for such an extended period after rejecting the consumers business.

      Customer Answer

      Date: 05/09/2025

      Hi BBB,

       

      The property in question is for Avana Cityview.

       

      Let me know if you need further information, thank you for your assistance!

       

      Best,

      **** *******

      Customer Answer

      Date: 05/09/2025

      Hi BBB,

       

      The property in question is for Avana Cityview.

       

      Let me know if you need further information, thank you for your assistance!

       

      Best,

      **** *******

      Business Response

      Date: 05/12/2025

      Hi ****,
      Thank you for sharing your concerns with us. We're sorry to hear about the frustration you experienced regarding the refund timeline for your application deposit at Avana Cityview. We understand how important timely communication and processing are, especially after an application has been declined.
      We’ve contacted the team at Avana Cityview along with their leadership so they can review your concern. A Greystar representative will follow up with you directly within 10 business days.
      Sincerely,
      The Greystar Team

      Business Response

      Date: 05/12/2025

      Hi ****,
      Thank you for sharing your concerns with us. We're sorry to hear about the frustration you experienced regarding the refund timeline for your application deposit at Avana Cityview. We understand how important timely communication and processing are, especially after an application has been declined.
      We’ve contacted the team at Avana Cityview along with their leadership so they can review your concern. A Greystar representative will follow up with you directly within 10 business days.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:05/07/2025

      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 filing a formal complaint against Galleria Palms, managed by Greystar, regarding improper and unlawful charges imposed on my account after my lease ended on 3/4/2023. The property applied a $3,108 “Lease Termination – Lease Unsatisfactory” fee, which is nowhere mentioned in my signed lease agreement. Additionally, they used my $1,390 security deposit to apply toward that fee, without proper justification or itemized support per Arizona law.

      Under A.R.S. § 33-1368(B), if a tenant defaults on rent, the landlord must issue a 5-day written notice to pay or face termination. I never received this written notice. Instead, I received an email dated March 6, 2023—after my move-out—stating that I would be charged for an “unsatisfactory lease” due to unpaid rent. Furthermore, I was notified on March 14, 2023, that I had 30 days to resolve the balance before collections, yet the debt was reported to Assurant and negatively impacted my credit before the 30-day window expired.

      This constitutes a breach of contract and demonstrates deceptive and harmful business practices. Nowhere in my lease does it state that a lease termination fee or “lease unsatisfactory” charge would be applied in this manner. These charges were never outlined, nor was proper written notice of default or legal recourse provided before the charges were enforced and reported.

      I am seeking removal of this fee, correction of the balance owed (which I calculate as overpaid), and for the negative credit reporting to be reversed. Greystar/Galleria Palms has not offered to resolve this dispute fairly.

      Business Response

      Date: 05/08/2025

      Hi *******,
      Thank you for sharing your concerns with us. We're sorry to hear about the issues you experienced regarding the charges assessed after your lease ended at Galleria Palms. We understand your frustration regarding the lease termination fee, application of your deposit, and the impact to your credit.
      We've contacted the team at Galleria Palms and their leadership so they can investigate your concerns further. A Greystar representative will reach out to you directly within 10 business days to discuss this matter and provide next steps.
      Sincerely,
      The Greystar Team

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