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:11/06/2023

  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 the Elan-Williamsburg, VA apartment complex (owned by Greystar at the time) in January 2023. I wrote a check for final balance due of $349.66, which was deposited by Greystar. However, they sent my account to a collections agency, which has sent me a bill for the same amount, plus interest, and threatening to report to the credit bureaus. Greystar no longer owns the property, but it did when I moved out. See attached email from collections agency and check that was already paid to Greystar for the same amount. I would like tha balance adjusted and Greystar to contact the collections agency to tell them that this was an error and the balance owed is ZERO. Thank you.

  Business Response

  Date: 11/15/2023

  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  

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am awaiting final resolution. Thank you. 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 12/04/2023

  Here is the update for complaint #********.

   

  The account has been closed and it has been removed from the credit bureau’s system. It could take 45-60 days.

   

• Initial Complaint

  Date:11/06/2023

  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.

  I spoke with someone in maintenance several times regarding the power being out in my master bedroom, the master closet and the bathroom. I literally can not see, in order to shower or use the toilet. I was told by him that he is new and lives an hour away and was told by Property management that this is NOT an emergency. I have 2 bathrooms and the other has been down for 2 weeks, so using that one, for light, is not an option. I am extremely frustrated as this leaves no way for my small child to use the restroom. I keep being told it’s not an emergency and it definitely is. The new maintenance guy tried to help me find the fuse box on Facetime and quickly realized, it’s nowhere to be found. He said he called management and they told him it can wait until morning. I am so angry!!! I pay my rent on time every month and to have issue, after issue is horrible. I’m dealing with high sewage bills, due to maintenance not properly fixing my toilet, in my second bathroom the first time. No one has resolved that issue either. They just keep saying they are waiting on a part. The last 2 months have been disappointing and disastrous, living here. Now I am forced to sleep and pee in the dark. I also have an upstairs neighbor with a small child that runs back and forth loudly all day and night and have constantly complained and was only told “they can’t control how loud a child runs.” I literally played a recording of how loud it is. These maintenance issues are a nightmare and the management doesn’t seem to care. No matter how polite you are. Per my lease agreement, as well as a policy that was sent out a few weeks ago, power outages are covered as “emergency maintenance” requests. It does not specify it has to be the entire unit, as I was told last night. I’m dealing with 2 maintenance issues, with one pending for nearly 3 weeks, and a promise of a billing adjustment, that I keep being told, is “waiting for approval.” This is deplorable treatment of a resident.

  Business Response

  Date: 11/10/2023

  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:

  I am continually being told there is either nothing that can be done or get a response with ZERO follow up. Someone from the front office emailed me regarding a complaint and I answered their questions and they NEVER followed up. I have at least 10 recordings of the noise from just the last week. When is someone going to follow up? No one seems to care. The noise is insane and no one from the office is addressing it and no one from the office addressed my complaint regarding the power outage. This is extremely poor customer service and even worse is the communication. When can I expect someone to contact me with a resolution? As long as I have been complaining and recording, there has to be a resolve on the horizon 

  
  
  
  Sincerely,
  
  
  
  ********* ************

  Business Response

  Date: 12/11/2023

  Dear Ms. ********* ***** * ******,

  Thank you for your patience and for bringing your concerns to our attention. We have thoroughly reviewed the issues you raised and would like to provide you with a conclusion on each matter.

  Electrical Issue in Primary Bathroom: On November 5, our maintenance supervisor, Eli, responded to your call about the power outage in your primary bathroom. He attempted to assist you remotely in locating the breaker box. Upon visiting your apartment the next morning, Eli quickly resolved the issue by flipping the breaker located in the guest bedroom and also checked the guest toilet, which was found to be in working order.

  Noise Complaint: We have listened to the recordings of the noise you provided and understand that it appears to be the sound of children walking or running, primarily during the day. These sounds, while occasionally audible, are not excessive and are part of typical apartment living. Regarding your concern about noise during quiet hours, we have addressed this with the upstairs neighbors, reminding them of the community’s quiet hours (10pm-7am) and suggesting measures to minimize noise.

  Charge Inquiry: Concerning the $100 charge you mentioned, we do not have any record of such a policy or charge on your ledger at Avana River Park. Rest assured, we are not aware of any such charge being implemented in our community.

  We hope these explanations address your concerns. Please feel free to reach out if you have any further questions or need additional assistance.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:11/03/2023

  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.

  On 10/25,I applied for apt #****,floor planA16,for $2,265.Although I saw this building previously, I never saw this exact apt, so I scheduled a tour on 10/26 before I paid the deposit. After I showed up in-person and asked questions about ******, the apt was DELISTED the same day. I asked the leasing agent Chris if I could have apt #**** for the same price since its the same floor plan.He said no.Therefore I still applied for apt #**** for $2,402.
  
  My employment was verified as a government employee,my credit score is 788,perfect rental history,no criminal record.My personal & business income of $129K was verified through the Travis “PayScore”system. However Chris called on 11/1 and said I do not qualify for the apt based on income.Oddly, Chris kept "moving the ball" on how to rectify this issue. He said he would need to do a FINANCIAL AUDIT and I will need to provide TAX DOCS from the past 2 yrs, IRS Tax ID business registration,Texas Secretary of State business registration,and documents that provide my account profile for other ****** properties.
  
  I asked Chris if this is a normal & standard process for all applicants.He blamed his manager therefore I told him several times "Please have your manager send me an email”. The next day 11/2, his manager Rachel Larson emailed me and did not address this at all!
  
  Her email said The Travis percentage of retainage will increase,therefore I would have to pay more. Previously she told me I would pay 20%, which is the same amount everybody else. Now she said I would pay 25%.Also,she told me I could NOT use a lockbox,although Chris previously told me I could.Currently ALL OTHER ****** HOSTS are allowed to use a lockbox at The Travis. Without a lockbox this negatively impacts my ability to list my apt on ******.
  I still want to move to The Travise.It's beautiful & luxurious.It would be an awesome place to live but I feel I was purposefully and intentionally intimidated,discouraged and treated differently than everyone else.

  Business Response

  Date: 11/10/2023

  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: 11/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. Greystar did not respond to my complaint. They appeared to copy & paste a generic blurb that does not pertain to the issues I reported.

  Greystar did not provide an explanation of why I was treated differently than other applicants and why was the application process so difficult! If my income, employment and bank account balance was verifed, which reflected that I made enough income to cover three times the amount of the rent, why did the leasing agent Christopher from The Travis ask me to provide additional financial documents? That's not normal. They did not treat me equally as all other applicants.

  Why wasn't I informed on what the ****** revenue share percentage was before I paid the application fee? I asked the manager Rachael Larson several times, what percentage does the Travis keep when a tenant books their apartment on  ******. I asked what is the percentage of revenue share over the phone, Several Times, before and after I paid my application fee. No response. Instead Rachael asked me to provide information for PayScore.

  After asking over the phone, I started sending several emails asking the same question. Rachael Larson finally told me that the ****** percentage of revenue share is 25% but it was way too late. She told me just a few days before it was time to sign the LEASE!!!!!!!!! 

  Also, I was told I could not have a lockbox when all other ****** hosts have them. See attachment which reflects current listings at The Travis with a lockbox.

  I already told the manager I do not intend to sign the lease. However, I would like my money back. I was not treated fairly. I was given a very hard time during the application process. I was given all the details about ****** until it was too late.

  I would like to request a refund for $415.

  Thanks
  
  
  
  ******* ********

  Business Response

  Date: 11/29/2023

  Dear Ms. ********,

  Thank you for your patience as we investigated your complaint further. We have connected with the property team and they have confirmed the following:

  This applicant's application was actually approved; however, she cancelled her application. Another applicant had applied for the apartment she originally wanted to apply for and unfortunately the rate was different for the same floor plan on a different floor level. 
  
  Based on her income verification, additional documentation (proof of ownership) was requested due to her business name was showing on the income verification. The leasing consultant and Rachael never communicated the 20% revenue share for the ****** Program, it has always been 25% and Rachael also reached out to Flexible Living to confirm. She was told she could have a lockbox but it would need to be removed when she is not ******-ing her home. 

  We sincerely apologize for the confusion and frustration this matter has caused. Because of the details we have confirmed, we will now consider this complaint to be closed.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:11/03/2023

  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.

  My daughter **** **** and her roommate ***** ****** moved in June 2022. Both parents were on the lease-*** **** and ***** *********. There was an issue upon moving in as the management company was taken over which was resolved. The girls moved out at the end of their lease on June 24th 2023. The inspection was completed with no issues identified by management. The issue is now that the security deposit has not been received after multiple phone calls. ***** ****** did stop by to discuss and was informed that the security deposit was mailed to **** **** as her name was the 1st one on the lease. To date the security deposit has yet to be received. Multiple messages along with email messages have been left with no return calls to explain the reasoning of the delayed response.
  I have attached the signed lease from the previous management company.
  Looking forward to your help resolving this matter
  *** ****

  Business Response

  Date: 11/10/2023

  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:11/03/2023

  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.

  In August we moved out of the apartments at Ocean View Hills currently managed by greystar. It took over 21 days to get a statement of repairs, in California a landlord/property management has 21 days to give an itemized statement. The statement we ended up getting was only a general summary and not an actual itemized statement, and in California that is supposed to include receipts of invoices for repairs and pictures and has to be received within 21 days (all services were completed before they even sent a general summary). We lived there for half a decade, the first almost 4 years were under a different property management before greystar took over. Grey star is trying to charge for painting the patio floor, we did not have a painted patio floor. There was a small stain that was there when we moved in that they are trying to say it was needed for, but a small amount of cleaning supplies can take care of a patio stain. They also charged us for the second coat of paint but did not have pictures to show that it needed it. After reaching out and asking questions four counsel marks on walls from furniture with how long we were there is considered wear and tear. A relative who has a painting business said even at 3 years 2 coats of paint is normal and we were there 5. I was told by one of the managers/workers that he didn't want to make the charges for the paint but corporate demanded it. After going back and forth with a male from corporate he implied it was up to management at the complex for making the charges but they said it was up to corporate. This corporate worker has also side stepped the issue of what is and isn't allowed in California. I have tried reaching back out to the complex and also asked to speak to the corporate supervisor and feel like i am getting nowhere to get all of this resolved. We are also missing the credit for our second clicker for gate as they lost the paperwork for it and they lost second sheet for move in from R&V.

  Business Response

  Date: 11/10/2023

  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:11/02/2023

  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.

  am writing to provide detailed information about a CRITICAL issue I am facing with my apartment complex, Scottsdale Gateway, managed by Greystar. This matter involves a life-threatening breach of my tenant rights and a disturbing lack of safety precautions.
  
  On October 16th, a fire broke out in my apartment unit due to an outdated and neglected vent, posing a severe threat to my safety. Only my swift actions prevented a more disastrous outcome. Despite immediate intervention by the fire department and essential repairs, my bathroom remains in disrepair, a shocking 16 days after the incident.
  
  The building's complete lack of essential safety updates allowed this life-threatening situation to unfold. Property manager Alyson Serbousek demonstrated a lack of responsiveness to my pleas for assistance and redress. In an email on October 24th, I outlined my urgent requests for accommodations and reimbursement. Regrettably, Alyson's response on October 25th simply inquired about my move-out date, disregarding the dire nature of my predicament. Subsequently, I have been met with silence, leaving me feeling abandoned and vulnerable in a critical situation.
  
  The breach of my tenant rights and the lack of safety assurances are life-threatening. I suspect my initial request was not properly escalated, leading to this inadequate response. The situation is dire, and I urgently implore your intervention to facilitate a just resolution.
  
  I am in immediate danger, and the urgency of this matter cannot be overstated. Your assistance is essential to ensuring my safety and securing a swift and just resolution.
  
  Thank you for your immediate attention to this CRISIS.

  Business Response

  Date: 11/07/2023

  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 

  Customer Answer

  Date: 11/13/2023

  I’ve already attempted the option provided to no resolve. My life was put at Jeopardy, and I’ve been treated unfairly ever cents. I’m extremely disappointed in the conduct your company has demonstrated against me.

  Business Response

  Date: 11/20/2023

  Dear Mr. ********,

  We are looking into this for you and will be reaching out to the contacts listed in the original message.  
  
  Once we receive an update from the team involved, we will reach back out to you.  
  
  We aim to resolve this as quickly as possible. However, please bear in mind we will need to act in accordance with the property's policy in regards to issues like this.  
  
  Regards,  
  
  The Greystar Team 

• Initial Complaint

  Date:11/02/2023

  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.

  We lived at this Park at Canyon Ridge, a Greystar property from 07/2020-07/2021. After leaving this property 3 weeks earlier and told that we were all set, a few months later we had received our full deposit in a form of a check to our forwarding address in September of 2021. As of Earlier 2023 we began receiving notifications From Columbus Debt Recovery for an amount that could not be found by "Greystar or Park at Canyon Ridge" for several months until we reached out again in October 2023. We explained to both that they had 60 days maximum to reach out to us with any debt owed after our move out date. Upon moving out they had all of our contact information, emails and forwarding address. All 4 of us never received anything till early 2023, after receiving several disrespectful phone calls from the collection agency and requesting that a hard copy was mailed to us, which has still not been done. Now October 2023 this debt has been reported to all 4 of our credit reports, each time we have attempted to reach out to either Greystar or Park at Canyon Ridge the tell us to contact the other and is unable to give us any assistance or explanation on how we have certain fees from a time we were not there. We have been yelled at from both of these businesses, we have been told from this business to not go through the debt recovery because they are "shady" but have continued. I have disputed this debt with my credit company which has since been denied as my name is on the debt. This company is extremely unprofessional from when we initially moved in to years later.

  Business Response

  Date: 11/06/2023

  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  

• Initial Complaint

  Date:11/02/2023

  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.

  A fraudulent account was opened on 8/29/23 and two additional accounts were opened back in 2021. I only discovered these accounts because they were reported to my credit history and I disputed them. The two accounts in 2021 were removed as it was determined with ********** that they were fraudulent. I have now discovered a third fraudulent account. I have lived in Oregon for the last 23 years and have never been to the business Mandalay at Shadow Lake, as it says is the original creditor on my credit report. I do not understand how this company continues to process these fraudulent charges. I have never experienced any other types of fraud against me like this before. The screen shot uploaded is from my credit report for this most recent charge that I have currently disputed.

  Business Response

  Date: 11/06/2023

  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:11/01/2023

  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 am writing this letter not just as a former tenant but also as a practicing attorney. I demand immediate rectification of an issue that has arisen due to actions conducted under the authority of The Finley at Fairfax Corner, which is owned by Greystar and also does business as ************* **** LLC. Upon my departure in January 2019, a walkthrough was performed alongside your building manager, concluding no damages were present in the apartment. This is substantiated by the full return of my security deposit, signifying the satisfactory condition of the premises upon move-out. I retained all pertinent documentation, photographs, and video evidence from my move-out inspection, which affirm my claims unequivocally. Contrary to this clear and documented agreement, a claim for a debt amounting to $1,948 has been wrongfully reported on my Experian and TransUnion credit profiles. This claim, associated with Genesis Credit and Columbia Debt Recovery, designates The Finley as the original creditor. When approached for validation, these agencies have been unable to furnish any justification for this debt. It is my belief that your company has engaged in fraudulent activities that not only tarnish the reputations of former tenants but also result in unlawful financial gain. Should The Finley, under the aegis of Greystar/************* **** LLC, fail to promptly rectify this situation by contacting the relevant debt collection agencies to ensure the removal of these erroneous credit entries, I will have no recourse but to: Refer the matter to the Virginia Department of Housing and Community Development and the Office of the Attorney General, Consumer Protection Section. File formal complaints for a violation of the FDCPA with both the CFPB and the FTC. I expect a written response within ten days that confirms the complete withdrawal of the wrongful debt claim and the rectification of all credit reporting associated with this matter or I will seek legal action.

  Business Response

  Date: 11/06/2023

  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  

  Customer Answer

  Date: 11/21/2023

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

  It did not solve my problem. 

  
  Sincerely,
  
  
  
  *********** *****

  Business Response

  Date: 11/29/2023

  Dear Mr. *****

  Thank you for your patience as we investigated your complaint further. We connected with the relevant Greystar teams and have confirmed the following:

  Based on the evidence provided by the property team, all damage charges listed in the final account statement have been validated with invoices and photos (see attached). 

  We apologize for the frustration that this has caused. Based on the information/evidence we have been able to confirm with the property team, this complaint will now be considered as closed.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:11/01/2023

  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 applied for a property managed by Greystar in March 2023, there was a switch in management in the midst of applying. I was told I would receive a refund, it’s been seven months and I have been given the run around by several employees as well as directors.

  Business Response

  Date: 11/06/2023

  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