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

• 

  Greystar Management

  701 T. C. Jester Houston, TX 77008

• 

  Greystar Management

  7373 Ardmore Street Houston, TX 77054

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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:11/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  This is about an alleged move out balance from a property which was managed by GreyStar called Vista Towers Apartments, now called Acasa Vista Towers. GreyStar gave the debt to Fair Collections and Out, which has been on my credit report since 2022. Now in 2023, the debt is on my credit report again under "Columbia debt recovery aka Genesis Debt management". So the debt is currently on my credit report twice and the joint party's credit report twice as well. The new debt collector "Columbia debt recovery aka Genesis Debt management" rep [email protected] states that GreyStar sold the debt to fair collection and out then took it away from them to give to "Columbia debt recovery aka Genesis Debt management". How is this possible? I have no I idea. Columbia debt recovery aka Genesis Debt management has it on my credit as Acasa Vista Towers and Fair collection and out has it as Vista Towers Apartments. I never lived at ACASA VISTA TOWERS (email from property management attached to back this statement). I spoke with the rep at Fair Collection and Out to inform them about this and the rep Jen Grant said this is not true and they reached out to greystar to see how this happened but got no reply. This is damaging to my and the joint party credit and living. This is on our credit report two different times but the same company and same debt. They both state greystar gave it to them. I disputed this with credit bureaus and it still have not been removed or resolved, they both are still there. This can't be legal.

  Business Response

  Date: 11/17/2023

  Dear ****** *******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  - If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  - If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the matter has been settled the agencies. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/04/2023

  Dear ****** *******,

  Thank you for your response. We will close out this complaint.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:11/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  After paying $5800 per month for rent I moved out at the end of the lease. When I returned the keys to the agent in their office, he said my deposit would be refunded shortly. Months later I got an email saying they kept my deposit and I owe them $1800 for arbitrary repairs and cleaning. No one told me this at the time of lease end. I spoke to other people that lived there and it turns out graystar routinely charges tenants thousands of dollars at the end of their leases for things like replacing carpets that are not damaged etc. I did not pay it and recently got an email from a debt collector on behalf of graystar and they threaten to harm my credit.

  Business Response

  Date: 11/17/2023

  Dear Ms. ******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  - If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  - If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 12/04/2023

  Dear ********* ******,

   

  Thank you for reaching out regarding the charges incurred following your move-out. We have carefully reviewed your account and the attached documents, including the move-out inspection report and invoices, to address your concerns accurately.

   

  Our records confirm that specific charges were applied based on the condition of the apartment upon your departure, as per the lease agreement and standard property management practices. We have attached the relevant documentation for your review, including the detailed move-out statement.

   

  We understand this situation can be frustrating and are committed to ensuring transparency and fairness in our processes. Based on these findings, we now consider your complaint to be resolved and will close it accordingly.

   

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 unit *** at SOVA on Grant on 9/28/23 and transferred to unit 902. On 11/1/23 I received a move out bill which included charges of $411. On 11/3/23, I reached out to the manager (Jaimie A****) and assistant manager (Stevie S*****) at SOVA on Grant asking why I was being charged so much and they stated unit *** had to receive ozone treatment, be repainted, carpet replaced and cleaned due to smoke damage. I do not smoke anything and have never smoked anything in my life. I asked for invoices for these charges and evidence that I smoked and damaged the unit, and neither of these individuals provided me any documentation to support their claims. I have provided a doctors note from my primary care physician stating I am not a smoker and never have been, negative bloodwork results for nicotine and its metabolites, documentation from my previous landlord showing I was not charged for smoking damages because I do not smoke, videos of unit *** from the day I moved in and the day I handed my keys in showing no damage and that it was properly cleaned, along with further information supporting the fact that I did not cause damage due to smoking. I have also provided documentation that three men moved out this year and were not charged any fees beyond rent and utilities.
  On top of this, Jaimie and Stevie failed to provide a lease to unit 902 for the transfer in a timely manner. I had asked for the lease in July 2023, and did not receive a lease until 9/19/23, 9 days prior to our move date. Additionally, I had submitted my personal renters insurance policy that meets all of their requirements and has the correct addresses and information, yet SOVA management took out a policy on our behalf nonetheless.

  Business Response

  Date: 11/13/2023

  Dear Ms. ******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

  Customer Answer

  Date: 11/21/2023

  Greystar responded to my complaint and included a link to a survey to submit my complaint. I submitted the survey on 11/14/23 and have not heard a word from Greystar so this complaint is left unresolved.

  Business Response

  Date: 12/04/2023

  The property has reviewed the matter and Greystar has decided to remove all charges from her account.  We now consider this matter resolved.

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Hello, My wife and I rent an apartment at 422 at the Lake in Austin, TX. We have lived here since July of 2020. In the past month, we and our neighbors have observed a significant number of issues develop at this property. The property has three elevators for the 6 story apartment building. The main leasing office elevator has been non-operational nearly everyday for the past month. We make regular reports to building management that the elevators are down, they send Schindler out to repair it, and then they announce that it is fixed only for a new issue to develop the next day and the elevators no longer work. It feels like the issue is not being taken seriously by the property managers, Greystar, and the building owner, Endeavor. Privately, the Schindler technician told a neighbor that Schindler had made a serious of recommendations to building management that they elected not to address because of cost. I do not know if this is true or not, but it certainly feels that way. Additionally, our apartment complex has developed a significant rat problem in the last month. We can hear them in our walls and have notified building management. My wife and I saw a live one on the roof recently. Our next door neighbor recently shared that they have noticed a smell that resembles a dead animal. There have been numerous car break ins. Our car was broken into in the complex last year and our neighbors was broken into last week. Our garages are supposed to be secured with vehicular gates, but they are often broken. We have also seen an increased number of trespassers in the building. One of our exterior doors was physically broken so that the locking mechanism did not work and anyone could come in. My wife is 7 months pregnant and we are starting to feel unsafe in our complex. We need building management and building ownership to take our concerns seriously, but so far we feel we’re only getting lip service. We’d appreciate any assistance BBB can offer.

  Business Response

  Date: 11/13/2023

  Dear Mr. *****,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 Park West apartments a year ago
  
  Conservice say they have to cancel

  Business Response

  Date: 11/13/2023

  Dear Ms. *****,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 living on one of Greystars properties, Crosstown Phoenix West from 07/18/2022 until 07/18/2023. In the middle of me living there, in late December I was asked to move to another apartment due to a severe leak in my bathroom causing issues with the bottom floor tenant. Moved to an empty apartment next door until the end of my one year lease. At time of move out, I asked for a revised bill for my rent for the last month, which I did, and paid the amount indicated to pay. When I turned in my keys on my last day, July 18th 2023, I was informed by a temp agent that I would be getting my deposit back within 30 days. Today is November 8th and have not gotten that deposit back. Since late August until current date, I have been calling the office of my original apartment complex with no returned call backs. I have called the main office located in Phoenix AZ and took a month for me to reach a live person after many attempts and leaving a few messages for a call back. When I finally did speak with someone at the main office, I expressed my concerns and I was told to send a detailed email to corporate. I sent that email in September 2023, got a response saying I should be getting a check sent within the week but till this day, have not received anything. I recently sent another email showing that a $5.55 fee was paid in August 2023 since I was told it wasn't paid. I'm reaching my fourth month since my move out and have not received my refund check. Only one person has heard my concerns once after many months of trying ro reach out to the leasing office and main office.

  Business Response

  Date: 11/13/2023

  Dear Ms. ** ****,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

• Initial Complaint

  Date:11/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 201 Park BLVD #*** in 2021. In fact, I moved from 201 to 100 Park Plaza which is the same building just a different address. Despite requesting a walk through upon movement, my requests went unanswered. I then moved from the apartment and GreyStar took my entire security deposit AND charged me $285.49. The crux of the issue was $365 for painting. I lived at the apartment for 2.5 years, never painted the walls and did not hang out up pictures. Normal wear and tear would indicate that GreyStar should pay for the paint. Instead they charged me.
  
  Wear and tear is often used to describe worn carpets and flooring, and painting on walls. For example, some cases have stated that two or three years is the normal lifespan for a coat of paint, and tenants may only be charged accordingly. Thus, if a tenant has lived in the residence for longer than two or three years they may not be charged for painting.
  
  As a follow up to the charges, I replied via email and certified mail that I was disputing the charges. Of course, Greystar never replied and has now sent that amount to debt collectors. Mind you I continued to live at a GreyStar property, paid rent on time and actually got a security deposit back .
  
  The only resolution I have is to waive the $285.49 fee. Alternatively, you can provide me an itemized receipt - complete with pictures of the unit and the painting required. Or, we can go to small claims court, or create a NEW class action lawsuit against the company.
  
  I paid over 3k a month to live in your building, $285.49 is no sweat off my wallet. However, the amount of floods, breakins and disgrace of a property management team has caused me to want to take this to court and see how important the false charge truly is to you.

  Business Response

  Date: 11/13/2023

  Dear Mr. ******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  First I want to start off by saying I see that my family and I are not the only ones being taken advantage of by GreyStar Property Management. The issues I will be talking about are all in the pattern defined notice when you look them up. The problem is it is still happening! I only want resolution! I have Brought to their attention multiple times when things inside the apartment need to be fixed. I went two months without working toilets as they're leaking EVERYWHERE! both o the toilets in the home. The dishwasher was full of standing water for 1.5 months my kitchen light had shorted out and now currently my washing machine is broken. I have reported it 2 weeks ago. All this office at Avana Star Lake does it close out the work orders and pretend it was never submitted. When maintenance DOES decide to show up they do not fix the problem as one of the two toilets is STILL LEAKING and they REFUSE to come back to resolve the issue. I am beyond done trying to work with them in regards to having SAFE WORKING APPLIANCES in my home. The property manager refuses to address issues and it recently took management coming into my home to take photos of the outstanding work orders to FINALLY get the maintain group HERE to do their job. They have requested MORE deposit multiple times and we have paid over $3,000 in deposit to this company under the excuse of bad book keeping multiple times. We are here on Section 8 and cannot continue to afford them not keeping their end up. We now have to find a laundry mat as they still have not fixed the washer in our apartment with the understanding they might remove it all together. They allow dangerous animals on the complex AGAINST their own lease agreements and refuse to handle any actual concerns brought to their attention. GreyStar MUST be investigated because the hazardous living environments including multiple infestations including cockroaches and overflowing garbage areas are going AGAINST my renters rights. Please look into them!!!

  Business Response

  Date: 11/13/2023

  Dear Ms. ******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

• Initial Complaint

  Date:11/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 co-signed on a leash with my daughter for an apartment, Avia Apartments I. Henrico. She moved out in September. The security deposit was 750 and Avia deducted water and sewer and also $45 for rug cleaning. By the way no itemized explanation was included with this check and later upon request I asked them to Send me an itemized statement explaining deductions. We had the apartment professionally cleaned upon leaving and used the same folks that the apartment complex uses as well. They advised me that the carpet cleaning was taken out of the deposit even though it was normal wear and tear. I contested it but felt like it was going nowhere. I have not yet deposited the security deposit but when I spoke to leasing manager the other day I expressed my dissatisfaction with them taking out $45 for rug cleaning when that should be an expense that they cover and I did not find anything specific about it on the lease. This apartment complex since getting a new Manager, Karen, as I understand it has been getting multiple complaints about her. When we moved the apartment was inspected and no damage was found. I just feel like the apartment complex is not abiding by landlord tenant law and getting away with this. They said everyone gets charged this. Can they deduct for carpet cleaning? Thank you

  Business Response

  Date: 11/13/2023

  Dear Ms. ******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 Revel Apartments, a Greystar community in Aurora, Colorado, in September of 2023. To date, I have only been offered a partial refund of my security deposit due to cleaning fees. The unit was surrendered to Greystar at the end of the lease period thoroughly cleaned as the photos here demonstrate, and per the terms of my lease agreement. The property manager, Tim Jones, stated in an email dated November 6 and attached here that in order to receive my deposit back without deductions for cleaning, I would have had to have hired a professional cleaning service, and that I would need to provide him proof that a professional service was hired in order for the fees to be reversed. This is an unlawful withholding of funds as this provision was not included in the lease agreement. I am requesting a refund of $165.00 to account for fees assessed for "Cleaning Fees" and "Cleaning Fees Carpet."

  Business Response

  Date: 11/17/2023

  Dear Mr. ****,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  - If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  - If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team