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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  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:10/03/2023

  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.

  I moved out of Clear Creek Apartments on July 30th. I called on 8/28 about my deposit refund as I paid my final rent on July 1st and had a credit. I took screenshots. I had a refund of $1692 coming back to me. I talked to Paulina and returned my keys and left the apartment in great condition and clean. A walk through was even completed the day of my move. I was advised check #*** was mailed out on 8/23 to my new address by Desiree the property manager but never received the refund. I called back on 8/14 as advised my property manager and was told that a new check would need to be sent out since I never received the first one. I asked was the first one ever cashed and was advised no. I called a week later to see when the check was mailed and was told it was mailed out on 8/15 and if I didn’t have it by 8/22 to call back. I called back and asked what was the actual day it was mailed and was told by Desiree she wasn’t sure because it was coming from the corporate office. There’s an investigation happening with the Post office as I filed a complaint as well as a police report.
  
  Right now I’m working on getting a letter and taking them to small claims court. I have my receipts and screenshots and just want my deposit back.

  Business Response

  Date: 10/06/2023

  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:10/03/2023

  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.

  I've lived at Deerwood apts in corona ca. for 5 yrs now and management here is very bad on solving and getting maintenance issue done in a proper time , my issue this time is that our laundry machine has broken down I submitted a request through the portal and also have sent e-mail to front office I spoke to one of the maint. Dept employees he told me that they did have a replacement we need our laundry machine it's an essential appliance part of the luxury in these apts please contact the correct personnel to get all our issues addressed and remedy our situation, Thank you

  Business Response

  Date: 10/06/2023

  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  

• Initial Complaint

  Date:10/02/2023

  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 a tenant at GreyStars property in Utah, The Heights at Legends Hill, between Aug 2022- Aug 2023.
  
  I had an overall lackluster experience there throughout my entire stay there.
  
  Before moving in I was notified that the unit I had selected and been approved for would not be ready for me when I was promised because I eventually found out that the unit was not even built yet. I opted to move into another unit with the same amenities however, upon moving in on Aug. 15th 2022, I moved into an apartment that was not cleaned thoroughly with pet hair and blatant damages to the island, doors and walls in the unit.
  
  I discussed this with management immediately and they made a mediocre effort to compensate for the inconvenience. They sent another cleaning crew in the unit which did not completely solve the problem. I continued my stay with no issues on my side. I never missed a payment during my stay here. During my stay out here, my vehicle was mistakenly marked to be towed, my A/C was out for the last 4 weeks of my stay, and they tried to charge me for damages I notified them earlier were from the previous tenant. I thought that the issue was resolved when I saw my love out statement adjusted. On 8/16 I was told my safety deposit would be refunded back to me in 14 days, on 8/29 the move out statement was adjusted to reflect complaints I made, 30 days later I am still waiting for my safety deposit to be returned. I am looking for the refunding of my $1105.65 safety deposit plus $500 for negligence.

  Business Response

  Date: 10/06/2023

  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  

• Initial Complaint

  Date:10/02/2023

  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.

  I moved out of my Greystar apartment on June 11. I have attached my email exchange with our community manager, which verifies this date in addition to our final account statement, which indicates that we have no final balance and, in fact, are owed a credit of $156.83 for our deposit.
  
  On July 10, I received a notice of a balance of $990.10 for rent for 6/12-6/19, which, based on the information provided above, is clearly incorrect, as we were not renting this apartment at that time.
  
  We have been trying to get in contact with Greystar since receiving this notice, but, although we have left several messages, we have not been able to get in touch with an employee.
  
  On July 27th, I contacted the apartment manager of our specific location (cc'ing greystar), and he confirmed everything I stated above. I received a check for the deposit amount I was due shortly after. I had not heard anything from Greystar regarding this matter until today when I was again notified that I owed $990. I've been trying to call my "servicing agent" all afternoon, but again, I cannot get ahold of anyone who works there. I'm afraid this bill will be sent to collections, and I have clearly failed to reach a resolution on my own.

  Business Response

  Date: 10/06/2023

  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:10/01/2023

  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.

  Dear Sir/Madam,
  
  I am filing a claim to address a matter concerning my recent stay at Serenity Apartment from August 4, 2022, to August 10, 2023. Following my move out, I received notification via email on August 17, 2023, indicating that Serenity Apartment had deducted $450 from my security deposit for damage to the countertop.
  
  I wish to emphasize that the purported damage had preexisted the commencement of my lease agreement. As evidence of this fact, I possess a collection of photographs and a video dated August 4, 2022, which I took the first time I stepped into the empty apartment. It unequivocally attests to the preexisting condition of the countertop. Therefore, it is my assertion that I bear no responsibility for the repair of said damage.
  
  On August 17, 2023, I promptly conveyed this evidence to Serenity Apartment via email, explicitly outlining the issue and formally requesting a refund of the deducted amount. Additionally, I sent a follow-up reminder on September 17, 2023, in the event that my initial correspondence may have been overlooked.
  
  Regrettably, I have not received any response from Serenity Apartment despite my repeated attempts to establish communication. As such, I am left with no recourse but to initiate legal measures to pursue the refund rightfully owed to me.
  
  Enclosed with this correspondence, you will find a detailed record of our email exchanges for your reference. The video’s format is not supported and thus not attached to this complaint, but it was attached to the email with Serenity Apartment.
  
  I sincerely hope that we can resolve this matter amicably and promptly, without the need for legal intervention. Thank you for your attention to this issue, and I look forward to a swift and satisfactory resolution.
  
  Yours sincerely,
  ***** ****

  Business Response

  Date: 10/06/2023

  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  

  Customer Answer

  Date: 10/10/2023

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

  I believe the business does not carefully read my original claim. In my original claim I clearly stated that I'm a former resident and not currently residing in you community anymore. Anyhow, I still filled in the form you provided.

  In your response, the emails read "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.", and that's exactly what I've done in my original complaint.

  Please contact me directly if you need anything other that "the evidence" and "the contact details of the employee you spoke with and the property you live/d in" which I've already provided. Do not reply with a standardized formatted text without addressing the real issue.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/13/2023

  Dear ***** ****,

  Thank you for your patience as we investigated your complaint further. After speaking with the teams involved, we have concluded the following:

  All residents are provided with a move in condition form prior to moving in to avoid instances such as this. This damage was not listed on your form. At move in, we are sure to emphasize the importance of this form and allow residents to inspect their apartment for 14 days before we request the form to be turned in. Unfortunately, since these photos were not provided until a year later, they are not considered to be an acceptable form of documentation.

  We were able to check in with our accounting department and have confirmed that you have already cashed your check. By doing so, you have accepted the refunded amount and our account of your move out condition. With the check already cashed and no damages listed on your form, we are unable to make any adjustments to your account.

  We apologize for any confusion or frustration that may have arisen from this situation. Because of the information provided by the property, we will now consider this complaint to be closed.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:10/01/2023

  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.

  Past resident of Solano Belleair in Clearwater Florida. Moved out on 7/13/2023. I have yet to receive my security deposit. I have had an issue with various parts of the management.
  1) I informed management of my movement with my new forwarding address 7 (via move-out paper, phone and email).
  2) Management over charged me for services and, did not seem to care. Informed me that I did not pay last months rent, when they cashed the check. Present this and they still found "errors" to deduct from deposit.
  3) Management told me to contact Greystar corporate as they have to put in a "ticket".
  4) I called Greystar corporate, Tampa, Orlando, and Miami locations numerous times with no one answering the phone each time
  5). It has been well over 60 days ( almost 75 days) and yet to receive deposit.
  
  Please advise when my deposit will be returned + interest accrued.

  Business Response

  Date: 10/06/2023

  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  

• Initial Complaint

  Date:09/30/2023

  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 moved out of the **** apartment, 8585 spicewood springs road, Austin TX, Terrazzo apartments on May 29th, 2023. On the day of the key handover, we shared a clear video of the apartment inside, as none of the apartment authorities were available for in-person inspection. We paid a security deposit of $2115 when we moved in (Jan 29, 2019). We were entitled to receive the same at the time of our move-out after the lease period. Instead, on June 7th, 2023, we received an additional payment notice of $3008 with a warning that if we do not pay the amount in 10 days, it will go into collections, which will affect our credit scores. We responded back over email on June 7th itself asking for an explanation of this unjust amount charged. Over the last 4 months, we have sent multiple emails on this subject, in addition to filing a ticket (Ticket ********) in grey star ticketing system. We have also personally visited the Terrazzo leasing office thrice during this period, but all the 3 times we were told that the person who created the payment report is not available. During this period, we also paid the additional amount of $3008 as well (on June 17th, 2023), because of concerns about the amount going for collections and as advised by the Terrazzo leasing office person. As we have not received a satisfactory explanation on the amount charged against us, we demand you to refund us the full amount of $4515 which is charged as “damage charges” in the payment notice sent to us.

  Business Response

  Date: 10/06/2023

  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  
  

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: GreyStar did not go through the refund demand letter I had submitted which has details on the issue I raised. However I am going to send additional information to GreyStar, whatever they asked for.

  Hi GreyStar Team,
  
                               Thank you for responding. Here are the details you had asked for in your first response.
  
  1. Contact Person  - Terrazzo Apartments, 8585 spicewood springs road Austin TX 78759  - Ms. Monica
  
      Person who took up our complaint (Ticket ********) from GreyStar Portal -  Hollie B**** ************@greystar.com> 
  
                                                                                                   Monica T***** <*******@greystar.com>
  
  2. Leasing agreement is attached
  
  3. Details of security deposit charged (2115$) and additional payment I paid (3008$) in response to moving charges attached. 
  
  I do not stay in any greystar owned apartments now. So, sending the agreement details herewith along with more detailed documents
  
  1. Document 1- First_Lease_agreement_****_2019_Jan_SecurityDeposit_2115
  
  2. Document 2 - Final_Lease_agreement_****_2022_March
  
  3. Document3 - KeyHandOver_WithDetailedVideoLinkOfApartmentAtHandOver (part of attached zip file)
  
  4. Document4 - Payment_Invoice_from_Terazzo_At_Leaving_30008$ (part of attached zip file)
  
  5. Document 5 -  FinalPayment_I_Submitted_in_response_to_payment_invoice
  
  6 Document 6 - Mail_Communication_With_Terazzo_LeasingOffice (part of attached zip file)
  
  7 Document 7 - Mail_Communication_With_Sr_Director/delegated person GreyStar Escalation
  
  - You can see in this mail thread that Sr Director/delegated person GreyStar had agreed to an investigation, but later she refused to response to any email from us.
  
  8 Document 8 - Doc8_Refund_Demand_Letter_Sent (part of zip file). The actual refund demand letter was part of my first communication with you, GreyStar
  
  Please get back if you need more details. Most of these details were already shared with Hollie B**** ************@greystar.com> in response to her query on the complaint ticket (Ticket ********) we raised on GreyStar portal
  
  

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

  Business Response

  Date: 10/20/2023

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

  We appreciate your patience as we looked into your complaint further. We have connected with the relevant Greystar team involved and have concluded the following:

  After moving out, the assistant community manager conducted an initial walkthrough. At the time, she did not identify any issues beyond what is seen in the attached "First Site Pro Report". After receiving an estimate for tub repairs following the initial report was created, she was instructed to add these charges to the FAS.  

  We have looked into this further and have removed the $4,000 charge for tub resurfacing from the FAS. You will receive your refund check from our corporate office within 30 days. 

  We sincerely apologize for any frustration or confusion that this has caused. We will now consider this complaint to be resolved.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:09/29/2023

  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.

  GreyStar and Platform apartments have attempted to collect a falsified debt. We are not the only ones either whom they have attempted to collect a debt for replacing the glass stove top. Our stovetop was left in the same condition as when rented yet they've insisted on recovering over $865. Observed on the ******** community for Platfkrm Apartments, countless tenants have been pursued and threatened to be reported to credit agencies for the same thing.

  Business Response

  Date: 10/03/2023

  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:09/28/2023

  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 was charged illegitamite move-out fees by my apartment (The Westehimer in Houston, Texas). I was not told until I called on 10/21/2020 and inquired about my deposit (my lease ended on 9/30/2020), at which point they stated that they not only had kept my $100 securitydeposit, but that there was still a balance of an additional $303.01. The manager (Anthony D**) said that I would need to dispute any charges with Greystar's Account Receivables department via email. No one replied to my email at Greystar, so I called Greystar on 11/3/2020 and spoke with Sherron J*****, who had me forward my email and we reviewed it together on the phone, and she said she would get back to me. She never got back to me so I called again on 11/16/2020, and Sherron was again the person to whom I was speaking. She said she didn't remember me and even asked me forward our prior emails again so she could see the time stamps; she then forwarded me her colleague Kevin Gardner. They both told me they were not able to adjust the charges because they were located out of state in Seattle and that the charges were set by the apartment. So I called the apartment again and spoke with the manager, Anthony D**, again: On 11/17/2020 he said that the apartment complex was not able to make changes to the charges as everything should be done through Greystar's Account Receivables. I reached out again to Greystar's Account Receivable's department again via email on 11/24/2020 (sent to both Kevin and Sherron), and no one replied. I did not hear from them again, so I thought the matter was settled. Today, 9/28/2023, I received a text message from a collection debt agency stating that this $303.01 charge had been sent to a debt collecting agency: they confirmed that it comes from this apartment dispute, stating that this matter was past due and was expected to be reported to the credit bureaus! I want the remaining charges dropped, my balance zeroed, and my credit report corrected if needed.

  Business Response

  Date: 10/03/2023

  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 emplo**e 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: 10/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is clear that Greystar did not read the original complaint as I included the details Greystar is requesting except the original lease.  Please see the attachments from the original dispute already submitted in addition to the ones I have additionally attached: as requested, I have also now included the original lease I signed with The Westheimer apartments. As detailed in the attachment ("Summary of timeline dispute") that I included with the initial dispute submission and am submitting again, I spoke with Anthony D** at The Westheimer, Kevin Gardner at Greystar, and Sherron J***** at Greystar.  

  I look forward to a refund for these illigitamite charges.

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

  Business Response

  Date: 10/13/2023

  Dear Ms. *****,

  Thank you for your patience as we investigated your complaint further. We were able to connect with the relevant Greystar teams and have concluded the following:

  At move out, the team does conduct a throughout walk through of all units to confirm status before the next resident can move in. Attached you will find a folder of images showing the status of your unit following your move out date. These images show why certain cleaning and replacement charges were added to your final statement (also found in the folder).

  We apologize for the lack of communication from our Account Receivables department. Due to the proof that was provided on the property's end, there were not able to remove these charges from your account, which is why the outstanding balance has been sent to collections.

  We sincerely apologize for any confusion or frustration caused throughout this process. Because of the evidence we were able to receive on our end, we will now consider this complaint to be closed.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:09/28/2023

  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 was a resident at The Luxe Greystar apartments in Sacramento CA, I moved out back in December 2021 due to me and my ex-spouse were getting divorced. Unfortunately, it is still ongoing because he has not been responding to court. He remained living at the apartment up until end of 2022 and has not paid the rent dues. Not knowing the situation, he did not turn in the release of roommate document that I signed along with his proof of income to release my name from the lease. Now I am being contacted by the greystar collections because of the amount due. With the back and forth emails, they wouldn't issue me a release of roommate to sign over electronically at least. It has been ongoing, and now I am stuck with the dues from my ex-spouse. It just is unjust that I was told one thing which was to email the property about my situation and to email a 30 day notice so that I'd have paper trail, only for this to get this far into it with me being in debt that is not even mine. I have emailed Lynn R*** and asked if she has gotten a hold of ***** **** and I have not gotten a response if she did or not. Today, she sent me another email reminder of how much was owed and it was ridiculously high (provided attachment).
  I need to know what to do, if I need to file this and get the court involved because I do not know how to go about it.

  Business Response

  Date: 10/03/2023

  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: 10/05/2023

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

  I need more clarification about the whole situation. First, I do not reside at a Greystar community therefore, I want Greystar to help me solve this case that I have and resolve the the fact that I am being the primary contact because they could not get a hold of the other party ***** ****. I have a personal statement I handwritten in the attachment above. I am eager to justify that I should not be hold responsible for someone else's debt. And when declared, my credit score should not be affected by this. I don't know what else to do at this point, I cannot get ahold of this person responsible, please let me know if I need to have the authorities look for him to serve documents or what not because it has been more than a year now and I am still dealing with his irresponsibilities. Resolving this starts here by clearing out my name from their property and declaring that ***** ******* **** has full responsibility to the said owed debt from Greystar The Luxe Apartments. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 10/09/2023

  Dear Ms. *******,

  We are looking into this for you and will be reaching out to the contacts listed in your 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