Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

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  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2025

  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.

  Complaint Summary – The Local Downtown San Marcos, TX
  
  My daughter, ******* ****** moved out of The Local Downtown San Marcos on July 31, 2025. On August 25, 2025, we received a final move-out bill with charges that appear unfair, unsupported, and potentially unlawful under Texas landlord–tenant law.
  
  First, no move-in or move-out walkthrough was ever conducted, and my daughter was not given an opportunity to fix any alleged deficiencies. The “evidence” provided consists of vague, undated photos that could not be tied to her unit and appear to show only normal wear and tear from a two-year tenancy. Texas law does not allow landlords to charge tenants for normal wear and tear.
  
  Second, there are inconsistencies in billing. Her lease states monthly rent was $769, but she was consistently charged $779. The final bill also includes utility charges for June 2, 2025–July 31, 2025, even though utilities were always paid in full prior to each month.
  
  Additionally, I have credible information that units were being remodeled (new floors, mattresses, etc.) after tenants moved out. This raises concerns that residents are being billed for planned renovations rather than actual damages.
  
  Finally, after reviewing Better Business Bureau complaints, I found multiple reports from former tenants describing nearly identical experiences with inflated move-out bills. This suggests a troubling pattern targeting student renters.
  
  I am requesting a formal investigation, a refund of improper charges, and documentation (time-stamped photos and repair receipts) to support any valid deductions.

  Business Response

  Date: 09/17/2025

  Hello ********,
  Thank you for sharing your concerns with us regarding your daughter Aaliyah’s move-out charges at The Local Downtown San Marcos. We’re sorry to hear about the billing concerns, including the questions you raised about rent, utilities, and the documentation provided for alleged damages.
  We’ve contacted the property team and their leadership so they can review your concerns in detail and investigate the billing records and supporting documentation. A Greystar representative will reach out to you directly within 10 business days after investigating the matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/16/2025

  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 was a resident at the Vecina Apartment complex (a Greystar property) for over 1 1/2 years, I had a great experience, up until I had to leave in August. Unfortunately, my father was diagnosed with cancer, which called for me to return back home to AZ to assist my family financially and emotionally, as my mother was going to be the sole provider and caregiver of the household during this hardship. I gave my 60-day notice to Vecina Apartments, and I explained my situation to Vecina to see if I could potentially offer some assistance through this process or a reduction in move-out fees as this was an emergent situation for my family. I got no help from them. I was okay with paying the Early Lease termination fee as that was outlined in my contract. In the contract in section J and section 7.2, it solely states that I am to give a 60 day notice, and pay the early termination fee and any concessions/credits/discounts received (I did not receive any concessions/credits/discounts during the duration of my lease). The contract did not state I had to pay the rent for August, which I informed them I would be out by August 3rd, they still charged me rent and have invoiced for charges to prevent me from receiving my downpayment, even though the apartment was left in pristine condition. I am disappointed to say the least, it feels as though they care more about getting all of the money they can and to take advantage of the situation, rather than offering any support or financially being understanding as I had to move from TX to AZ in short notice for emergent medical reasons. This has caused financial strain in a trying to time along with emotional stress and burden. Again, I had no issue paying the Early Lease Termination fee, but to then be charged the full down payment amount and to have to pay the entire month of August when I was not going to be there ( and paid the fee of $2,500) was a huge hit.

  Business Response

  Date: 09/17/2025

  Hi ******,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the challenges you’ve been facing, and we understand how stressful this situation must be.
  We’ve contacted the team at Vecina Apartments, along with their leadership team, to investigate the charges related to your move-out. A Greystar representative will be reaching out to you directly within the next 10 business days to follow up.
  We appreciate you taking the time to let us know what happened, and we’re committed to making sure your concerns are reviewed by the appropriate team.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/15/2025

  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 applied for an apartment in 2021 at the Greystar property The Michael at Presidio. I paid $125 for the application fee and was approved. I was not allowed to tour the apartment because "the tenants were still living there". The apartment was completely empty, blinds drawn up with the lights left on. My move-in date was a month out, so I kept checking in with the leasing office every few days to see if they would let me tour the apartment. They continued to lie and say that there were still people living in it. 3 days before my scheduled move-in, they said it was empty but not move-in ready yet. I was not provided with the actual lease to sign until the day that I was supposed to move in, which included several additional fees that had never been disclosed prior. Based on all of their underhanded tactics, I decided to not move forward with signing the lease. I called to speak to management about refunding my application fees and was told that someone would be getting in touch with me, I never heard from anyone. I finally contacted my bank and filed a claim. 4 years later (2025), I received a "move-out statement" email from this property, claiming that I have a move-out balance of $175. I replied that I have never lived at this property, so how could I have a move-out balance? I received an email that the property manager would look into it and be in touch, again, I never heard from anyone. I then receive an email from Columbia Debt Recovery dba Genesis, notifying me that they are a collection agency contracted by Greystar to collect the $175 balance that I owe. I denied any and all responsibility for this debt. They emailed me a ledger showing a $125 fee reversal from a bank claim that was approved on the grounds that I did not receive what I paid for due to dishonest business practices by Greystar. They showed a $50 fee that they listed 2 months later to a resident account that did not exist because I never signed a lease and never moved into this apartment.

  Business Response

  Date: 09/16/2025

  Hello ******,
  Thanks for sharing this with us. We’re sorry for the frustration you’ve experienced regarding the 2025 collections notice tied to The Michael at Presidio, especially given your statement that you never signed a lease or moved in.
  We’ve contacted the team at The Michael at Presidio and their leadership so they can review your concerns — including the application fee history, any account creation, and the collections placement — and have a Greystar representative follow up with you directly. You can expect contact within 10 business days.
  We appreciate the chance to look into this for you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/15/2025

  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 lived at Serentiy at Larkspur in Larkspur, CA (managed by Greystar) from February 2024 to April 2025. Upon move in, I paid $1250 for a security deposit. Upon move out, I was owed $919.18 after my final utilities were paid. It's currently September 15, 2025 and I have yet to receive my security deposit back, which violates my tenant rights in the State of California.
  
  I would like it to be known that I've had several written communications with office staff regarding the return of my security deposit since moving out. I was once told that the check must have gotten lost in the mail and twice I received checks that were ultimately returned by my bank. I have since asked that a certified check be made available for me to pick up due to the returned checks, however this has not yet occurred.
  
  Due to this experience, I now believe that my deposit is intentionally being delayed/withheld by Greystar, with the hope that I will give up trying to receive it and they will get to keep my money. It seems like a deliberate attempt by Greystar to line their pockets.
  
  I am asking that I be paid $919.18 (the amount of my deposit that I'm owed), two times my original deposit ($1250) for damages, and interest.

  Business Response

  Date: 09/15/2025

  Hi ********,
  Thank you for taking the time to share your concerns with us. We’re sorry to hear about your experience regarding the delay in receiving your deposit refund after moving out of Serenity at Larkspur.
  We’ve reached out to the onsite team and regional leadership to review your concerns and the refund status. A Greystar representative will be in touch with you within 10 business days to follow up directly.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/15/2025

  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 dispute a $75 "Damage Charges - Resurfacing Bathtub" deduction from my $175 security deposit for The Boulevard Apartments, where my husband and I lived for 5 years and moved out on July 20, 2025. The bathtub's appearance is due to normal wear and tear from five years of regular use, not damage caused by us. The dull finish is likely a result of the property's age (built in 1997) and the quality of the original bathtub. We maintained the tub with regular, standard cleaning and performed a thorough move-out cleaning, fulfilling all our tenant responsibilities.
  
  Texas law required an itemized statement by August 19, 2025 (30 days post-move-out), but it wasn’t provided. I emailed the leasing office on August 20, 2025, requesting it, with no response. On September 4, 2025, I called, and they emailed me the statement on September 5, 2025, listing this $75 charge. I emailed again on September 9, 2025, to dispute it, and their response on September 9 was a phone number of General Inquiries and ask me to contact Receivables to dispute. I left a voicemail on September 10, 2025, but have not received a reply.
  
  The Boulevard Apartments has failed to provide a timely and legally required itemized statement and is incorrectly charging us for what is normal wear and tear. I am seeking a full refund of the $75 deduction.

  Business Response

  Date: 09/15/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re sorry to hear about your frustration regarding the $75 deduction for bathtub resurfacing after your move-out from The Boulevard Apartments.
  We’ve contacted the local team at The Boulevard Apartments in Houston, along with their leadership team, so they can review the matter and reach out to you directly. A Greystar representative will be in touch with you within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/14/2025

  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 am a former resident of Cardinal 95, a property managed by Greystar. After moving out, I never received my security deposit or the required itemized statement of deductions. Despite repeated attempts to contact the property staff by phone and email, I have not received any response.
  
  The staff at this property do not answer phone calls, and emails go unanswered. Since I have moved out of state, I am unable to visit the office in person, which makes the lack of responsiveness even more frustrating. I have also been told in the past that the property manager is frequently “in a meeting” or “out of the office,” which has made communication extremely difficult.
  
  This lack of communication and failure to return my deposit or provide an itemized statement is unprofessional and unacceptable.
  
  Desired Resolution:
  I am requesting that Greystar promptly:
  • Provide the legally required itemized statement of my security deposit.
  • Refund my deposit (minus any legitimate, itemized deductions).
  • Ensure property staff answer phone calls and respond to emails in a timely manner.
  
  As a former resident, I fulfilled my obligations under the lease, and I expect Greystar to fulfill theirs in returning my deposit and providing documentation.
  Refund my full deposit plus any applicable statutory penalties for failure to return the deposit in a timely manner.

  Business Response

  Date: 09/15/2025

  Hi ********,
  Thank you for sharing your experience with us. We’re sorry to hear about the difficulties you've encountered in getting your deposit returned and the lack of communication following your move-out from Cardinal 95.
  We’ve contacted the appropriate property leadership to investigate the status of your deposit and the itemized statement. A Greystar representative will be reaching out to you directly within the next 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/14/2025

  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 not approved for the terms as stated in the ad. It has been over six weeks and they still haven't returned my $200 deposit. I have contacted the manager and salesperson four times. This was a bait and switch - and they kept my deposit.

  Business Response

  Date: 09/15/2025

  Hi *******,
  Thank you for bringing this to our attention. We're sorry to hear about the experience you had while applying at Serenity at Larkspur and the delay in your deposit refund.
  We've contacted the property team and their leadership so they can look into your application and refund status. A Greystar representative will be reaching out to you directly within the next 10 business days to follow up and assist further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/13/2025

  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.

  Date of transactions:
  
  - Lease ended and unit vacated on July 30, 2025.
  
  - Move-out inspection conducted on July 30, 2025 (I was present).
  
  - On August 8, 2025, the business sent a written statement showing I was owed $275 from my $500 deposit (beyond the 3 business days required by contract and Georgia law).
  
  - On September 8, 2025 (40 days after move-out), I received a link via email to claim the refund. This was well beyond Georgia’s 30-day statutory deadline (O.C.G.A. §44-7-34).
  
  What business committed to provide:
  
  - A written move-out inspection report within 3 business days of vacating, as required by Georgia law.
  
  - A refund from my security deposit within 30 days of move-out.
  
  Nature of dispute:
  
  - The business failed to provide me with a copy of the move-out inspection report despite my requests.
  
  - The business admitted in writing (August 8, 2025) that I was owed $275, but did not provide any method to collect it until September 8, 2025, which is past the legal deadline.
  
  - Georgia law requires strict compliance with deposit return deadlines, and the business’s delay constitutes a violation.
  
  Whether business tried to resolve the problem:
  
  - I have called the office repeatedly over several days requesting the inspection report.
  
  - I also sent a formal written demand to the property manager.
  
  - The business eventually sent a payment link on September 8, 2025, but that was only after the statutory deadline had already passed, and they have still not provided the inspection report.
  
  - In addition, the property has since begun sending me unsubstantiated bills for alleged damages totaling $1,260, which were not included in the original damages statement. No representative has explained the basis for these charges.
  
  The property has a history of questionable billing practices, including:
  
  - Incorrectly charging double the water bill between Nov 2024 – Jan 2025 due to faulty water meters.
  
  - Charging $400 for pest control without justification.

  Business Response

  Date: 09/15/2025

  Hi *******,
  Thank you for reaching out and taking the time to share your experience. We’re sorry to hear about the concerns you’ve had with your deposit return and follow-up billing from your former residence at Avana on Main.
  We’ve contacted the onsite team and regional leadership to review the deposit timeline, billing records, and communication history. A Greystar representative will reach out to you directly within 10 business days to follow up on your concerns.
  We appreciate you bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:09/13/2025

  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.

  Greystar are willfully violating Virgina law and withholding a $2036.91 deposit. I moved out of Banyan Grove, a Greystar managed property, on July 2, 2025. Present for final move-out inspection with "Carol", who confirmed with me no deductions to be made, and i'm to receive my full security deposit back. I tried calling over several weeks, only managing to get through once on Aug. 12, 2025 at 12:37pm. On this call they assured me someone from the office would call back no later than Fri. the 15th about the delay. No call or correspondence was ever received. Once 45 days elapsed, I visited the leasing office (3816 Banyan Grove Ln, Virginia Beach, VA 23462) to gain insight as to why there was such a delay. A staff member tried to explain how their statutory period actually ended September 8, 2025 and gave me a print out of the final balance statement. This statement outlines my lease ending on July 7, 2025, contradicting their claims and putting Sept. 8 at the 60 day mark, 15 days past the max return window outlined under VA Code § 55.1-1226(A). That staff member took down my name and forwarding address again (info readily available on the printout they just handed to me) and said I'd receive a call when it is sent out. Once again, no call or correspondence ever received. I returned to the office on Sept. 11, 2025 with final statement printout. I sat down with the same staff member as last time and explained how we are now well past the 45 day window. Cue meeting. She returns explaining that within the next 2 weeks I will receive a call to "choose a digital form of payment" for deposit return as they are "no longer doing checks", and that payment would be distributed "afterwards". No date or time, just "after". Two weeks in violation of Virginia law, and when asked if they understand that, tell me I need to wait an additional two weeks JUST for a phone call that, thus far, has been promised twice and never occurred. Knowingly violating VA law and withholding my money.

  Business Response

  Date: 09/15/2025

  Hi *****,
  Thank you for reaching out and sharing the details of your experience. We're sorry to hear about the delays and lack of communication surrounding the return of your security deposit after moving out of Banyan Grove.
  We’ve contacted the property and their leadership team to review the handling of your deposit, your move-out timeline, and the communication you've received so far. A Greystar representative will follow up with you directly within the next 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/12/2025

  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 lived at Arlo Buffalo Heights, a Greystar property in Houston, TX, from June 2024 through June 2025. When I moved out, I left the apartment in impeccable condition. It was cleaner than when I moved in, including the walls. I fully expected to receive my security deposit, but it never arrived.
  Months later I received an aggressive call from a company called Genesis, claiming they were collecting a debt I supposedly owe Greystar for damages to the apartment. This was the first time I had ever heard of such charges. Not only was my security deposit withheld, I am now being told I owe additional money and that the account has been sent to collections.
  When I contacted Arlo to verify this information, I was told that the property is no longer managed by Greystar and that they no longer have my records. Greystar does not provide a single working phone number on their website, which makes it impossible to reach anyone for answers.
  At this point I do not even know if this is legitimate or a scam. The entire situation has been frustrating and unprofessional.

  Business Response

  Date: 09/15/2025

  Hi ******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the confusion and frustration surrounding your move-out from Arlo Buffalo Heights, especially regarding the lack of communication about charges and the subsequent contact from a third-party collections agency.
  We’ve contacted the property team and leadership connected to Arlo Buffalo Heights to look into your account and investigate what occurred with your final charges and the collections referral. A Greystar representative will be reaching out to you within the next 10 business days to follow up directly.
  Sincerely,
  The Greystar Team