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:05/07/2025

  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.

  We live in the The Kinstead apartment in McKinney, TX for about 2 years. During our last months there from August 2024-December 2024 we noticed an increase to our water and sewage bill to amounts that were above $250 for a 2 bedroom 1152 sqft apartment. After several emails back and forth from the Kinstead Manager, Kinstead stead accounting team, Greystar corporate, and the Utility company I was able to find somewhat of a resolution. The Utility company said that there was no way that we could have possibly attained a bill that high without something being wrong with the apartment. I was able to show that to the Kinstead Manager Taylor and Greystar corporate and they informed me they now saw the issue and they will be sending me an updated statement. I first complained about this issue in Feb and on March 4 they finally agreed to send me an updated statement. They informed me to wait a few weeks for the statement to arrive, after 4 weeks I saw nothing and informed the manager at Kinstead McKinney and she said she would look into this then never responded to my emails again. So now I emailed Greystar corporate and they said as of April 30 they no longer Manager Kinstead McKinney and they would inform the new management of my issues. I told them that is ridiculous as they told me they would be taking care of it and have not, even through all this time. I’m now checking my account and it seems like they also sent my account to a collections company. I’m just looking to get this settled, any amount due removed, and refunded for the excessive utilities charged.

  Business Response

  Date: 05/07/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the ongoing billing issues you experienced during your final months at The Kinstead in McKinney, particularly regarding the high utility charges and the lack of follow-up after an initial resolution was promised.
  We’ve contacted the leadership team that previously managed The Kinstead, along with senior Greystar representatives, so they can investigate further. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns and next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/06/2025

  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 am filing a complaint against Citron Apartments by Greystar in Anaheim, CA for unfair treatment and inaccurate reporting during a lease transition.
  
  After I lost my job, I notified the leasing office and provided proof of unemployment. I brought in someone with excellent credit to take over the lease, but the manager refused—both in person and via email. A leasing staff member then suggested I add a roommate instead, which I did.
  
  Rent continued to be paid on time. However, when my roommate’s girlfriend started occasionally visiting, management created unnecessary conflict and began threatening eviction, even though she did not live there and rent was being paid.
  
  To avoid further escalation, I asked my roommate to return the keys. Later, a representative from Greystar’s corporate office called me. After I explained the situation, she said my actions made sense and assured me things would be handled fairly.
  
  Instead, I was sent to collections without any warning. I only discovered this when I was denied from new apartments and lost over $360 in application fees. I was never informed that this would be reported, and I believe it should not have been.
  
  I acted in good faith throughout a difficult time, and I was met with unfair and damaging treatment. I now request this matter be reviewed, and the negative report removed from my credit. If unresolved, I will be forced to pursue legal action to protect my rights and recover my losses.

  Business Response

  Date: 05/07/2025

  Dear *****,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience at Citron Apartments and the frustration caused by the lease transition and credit reporting issue. We understand how important this is, especially given your efforts to communicate openly and resolve the matter during a difficult time.
  We've contacted the team at Citron Apartments in Anaheim, CA, along with their leadership, so they can investigate this situation further. A Greystar representative will be reaching out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/06/2025

  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 filed multiple complaints with this company over them allowing other residents to smoke marijuana and tobacco within the building and they have neglected this issue. The communication of on site property management is awful. The regional manager, I got to speak to 1 time, seemed like he wanted to help and then hasn’t answered an email or voicemail in two months. The smell of tobacco and marijuana entering my apartment has caused me to use an inhaler again due to my asthma and they have still neglected this issue. I have email receipts and phone call records to go along with it. I’m unsure if I should pursue legal action.

  Business Response

  Date: 05/07/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're very sorry to hear about the persistent smoke-related issues you've experienced at Rowan Apartments and the impact it's had on your health. We understand how frustrating this has been, especially given the lack of response you've described.
  We’ve contacted the Rowan property team and their leadership so they can investigate further and follow up. A Greystar representative will reach out to you directly within 10 business days to address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/06/2025

  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.

  Subject: Urgent Request for Deposit Refund – Apartment at Elan Solea
  
  Good morning,
  
  I am reaching out to follow up on the return of my security deposit for the apartment I vacated at Elan Solea, located at 17455 NW 94 Ct, Hialeah, FL 33018. I officially turned in the apartment on April 1st, and since then, I have not received any notification, email, or communication from your team. I have also not received the final move-out statement.
  
  I have visited the office multiple times, yet no one has been able to provide me with any information or assistance. This ongoing lack of response is deeply frustrating and reflects a serious lack of professionalism on Greystar’s part. I also contacted the regional manager, Telma, by email last Wednesday with all the relevant details, but I have not received any response from her either.
  
  I am extremely disappointed with how this matter has been handled. If I do not receive a response or resolution soon, I will have no choice but to pursue this issue through legal channels. This is my deposit—my money—and I returned the apartment in excellent condition.
  
  Please have someone contact me as soon as possible.
  
  Thank you for your attention.
  
  Sincerely,
  **** ****

  Business Response

  Date: 05/06/2025

  Hi ****,
  
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the lack of communication regarding the return of your deposit following your move-out from Elan Solea. We understand how frustrating this must be and apologize for the delay and lack of follow-up.
  
  We’ve contacted the team at Elan Solea and their leadership so they can investigate further and ensure a Greystar representative reaches out to you directly. You can expect a follow-up within 10 business days.
  
  Thank you again for bringing this to our attention.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/03/2025

  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 had a 6mo lease at Burnett Apartments at 1012 Burnett Street in Ft. Worth. My refrigerator stopped working on 2/2/25 and I made a service request to fix. I never heard back - and made more service requests through the app and at the front office. They refused to fix the issue and it got to the point where I didn't want to live there without a fridge. My lease expired on Feb 22, 2025 but I made the decision to leave early on 2/15/25. I have inquired about returning my deposit on at least 3 occasions but still have not received a refund or email explanation. I am assuming they are choosing to keep my deposit bc of the broken fridge. I have received no communication after numerous inquiries. I left the apartment clean and in better shape than in which I received it.

  Business Response

  Date: 05/05/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience at Burnett Apartments, especially regarding the unresolved refrigerator maintenance issue and the lack of communication around your deposit refund.
  We’ve contacted the team at Burnett Apartments along with their leadership so they can investigate and ensure a Greystar representative follows up with you directly within the next 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/02/2025

  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'm filing a complaint against The Arden Apartments in Oakwood, GA, managed by Greystar, due to unresolved billing, failure to return my deposit, and communication negligence following my move-out on April 11, 2025. I paid full rent for March- $1,515 on March 1st, and was charged on my ledger $1,505 on March 24th. I was told I would only owe prorated rent for April 1-11, but I never received a written notice confirming this. Instead, my ledger changed multiple times- first showing $1,505, then $940, then $0, and now suddenly reflects a $119 balance with no explanation. The leasing office failed to finalize my account for nearly two weeks because they could not determine who I gave my keys to. After repeated emails and phone calls, I finally received a move-out statement on April 25, which still lacked clarity on what I owed and when I'd receive my deposit or supposed refund. By the end of the 25th working day, I was told that I was expected to receive a refund of $1,190 and did not owe, but failed to receive an expected date of refund. As of April 30, I still haven't received my refund. A final walkthrough or inspection of the unit was not conducted. I've contacted the leasing office and Greystar over 15 times. I was told that I would receive callbacks, but they never followed through. During my lease, I also experienced repeated noise disturbances, reported to the office for the entirety of my lease, with no resolution. I am requesting: (1) a full written breakdown of any prorated rent owed (if any), (2) confirmation of when and how my security deposit is being returned, (3) no further billing or collections activity until this is resolved. I have all relevant documents, payment records, and email threads, and prepared to escalate this to Georgia's Consumer Protection Division if needed.

  Business Response

  Date: 05/05/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience with the move-out process at The Arden Apartments, including confusion around your final balance, delays with your refund, and the challenges you’ve faced in getting clear communication from the team.
  We’ve contacted the team at The Arden Apartments and their leadership so they can review your account and ensure a Greystar representative reaches out to you directly within the next 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/02/2025

  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.

  I am writing to formally request la penalty-free termination of my lease at Asbury Apartments due to ongoing safety concerns and poor management response. I have lived at Asbury for 8 months, and while my experience was initially positive, that changed on February 10, 2025, when my truck was broken into and a firearm was stolen. Five other trucks were also burglarized that night. The leasing office stated that security cameras weren’t working and offered no assistance.
  
  Since then, security has continued to decline. Our truck was broken into again on April 28, and I’ve witnessed a person jumping the fence and another trying car doors. The gates are often broken, and the security guard has been absent for months, despite the complex advertising 24/7 security and surveillance. No improvements have been made, and residents were never notified of these issues.
  
  When I voiced concerns, the property manager, Tatiana Lopez, was consistently rude and dismissive. Despite being told that someone from Greystar would contact me within 24–48 hours, no one has followed up. The only “solution” offered was to terminate my lease if I paid an extra month’s rent, deleted my review, and signed an NDA, which is unacceptable.
  
  I should not be penalized for prioritizing my safety when the property has failed to uphold basic security and advertised amenities. I respectfully request to terminate my lease immediately without penalty, and without being required to delete reviews or sign any NDA. Please consider this matter urgent—I no longer feel safe living here.

  Business Response

  Date: 05/02/2025

  Hi *********,
  Thank you for taking the time to share your concerns with us. We're very sorry to hear about the incidents you experienced at Asbury Apartments and how those safety concerns have impacted your living experience. We understand how serious this matter is, and we appreciate you bringing it to our attention.
  We’ve contacted the on-site team at Asbury Apartments along with their regional and property leadership so they can investigate the issues you've raised and follow up with you directly. A representative from the team will reach out to you within 10 business days to discuss this further.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/01/2025

  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.

  The Property Manager for the Stonebrook Apartment Complex in Sanford owned by Greystar, is claiming a violation of the rental agreement due to excessive noise complaints, as noted through a phone call and considered to be my “pet.”
  
  My Service Animal is completely within its rights to be dwelling in my premises, as I have the proper documentation alongside paying a “Pet Fee” in good faith. All doors are shut and windows are sealed.
  
  Donna C***** has failed to provide proper recourse, in addition to failing to note in writing which neighbors have filed complaints and when, disclosure allowed or not. She is attempting to charge a rental termination fee for involuntary leave after persuading myself to renew the lease for another 15 months, otherwise she threatens eviction.
  
  Noise caused by faulty planks and thin plywood are the faults of the building and its owners, not the tenant. Donna C*****s’ deceitful actions portray a negative image on Greystar as a whole.
  
  I am seeking an apology from the complex, in addition to a review of the determined “violations,” and seek to recourse my standing, otherwise legal damages will be sought for unlawful termination.

  Business Response

  Date: 05/02/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the issues you’ve experienced at Stonebrook in Sanford, particularly regarding the noise complaints and your service animal. We understand how frustrating this situation must be, especially after renewing your lease and receiving unexpected communications about potential violations and early termination.
  We’ve contacted the team at Stonebrook and their regional leadership so they can investigate further. A Greystar representative will follow up with you directly within 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  The Greystar Team

• Initial Complaint

  Date:04/30/2025

  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 would like to file a BBB complaint against my apartment complex, Jefferson Avena Apartments, due to breaking my contract lease by failing to provide 24hr notice prior to entry. Event took place on March 20th at 11:38am where an unknown maintenance man entered my home twice as seen on camera. There was no urgent need to enter my apartment home and management did not attempt to communicate with me regarding scheduling a time. Other tenants also have footage of maintenance person entering their apartment homes with no prior notice. Management strongly believes this reoccurring issue is not valid enough to any make appropriate changes.

  Customer Answer

  Date: 05/01/2025

  Name of company is Jefferson Avena Apartments

  Business Response

  Date: 05/01/2025

  Hi ********,
  Thank you for bringing your concerns to our attention. We're sorry to hear about the unauthorized entry into your home at Jefferson Avena Apartments and the distress this caused you.
  We’ve contacted the onsite team and property leadership at Jefferson Avena so they can investigate the situation further. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/30/2025

  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 am filing this complaint towards Greystar Property- Cantera Apartment Complex as a last resort to receiving my refundable holding deposit on an apartment I am no longer interested in & have yet to receive or ever sign a lease for. As of February 26th2025, Cantera Apartment complex has had this refundable holding deposit of $250.
  
  As of April 9th 2025 I have decided to no longer go with apartment complex due to numerous rate increases (prior to even signing a lease) & had sent an official notice to no longer reside at this residence requesting my refund back. As of April 10th 2025, the assistant manager of Cantera Apartments notified me that I would be receiving the refund & specifically asked for a mailing address to send to. I immediately responded that same day, April 10th, with an up to date address.
  
  11 days later, on April 21st, I had still not received my refund or any further communication from Cantera Apartments, in which I took it upon myself to reach back out to inquire for a reasoning. I was than assured I would receive the funds "soon". Again o April 23rd, it was acknowledged by the assistant manager I would be receiving a check in the mail. I have sent numerous emails requesting an update on this refund & have been met with short, unresponsive emails back. As of April 24th I was informed they still have not sent this refund & have created a new claim that they are unaware how I wanted my refund. As I assured them they were the ones to tell me it would be a check sent in the mail, I than requested an update on the process in which I received a short answer of receiving it "soon" again. It has now been three weeks, I still have no received my refund, any further details as to if it was processed, or any communication towards me with any updates.
  
  Cantera Apartments has had my $250 refundable deposit for over two months now & I simply am requesting an update on my refund and to be assured that I will be receiving it in a timely manner.

  Business Response

  Date: 05/01/2025

  Dear *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay you've experienced in receiving your refundable holding deposit from Cantera Apartments and the lack of clear communication following your cancellation notice.
  We’ve contacted the onsite team at Cantera Apartments and their leadership so they can review the situation and follow up with you directly. You can expect a representative from Greystar to be in touch with you within 10 business days to address your concerns.
  Sincerely,
  The Greystar Team