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

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Greystar

  15608 N 71st St Scottsdale, AZ 85254-5359

• 

  Ryder Apartments

  21 Revere Beach Blvd Revere, MA 02151-6135

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:10/29/2023

  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 recently moved out of a Greystar property on 08/19/2023 and i have yet to receive the refund check from the property management company. It has been over 2 months since i have moved out. I have spoke to the property manager, and she stated that she has been in contact with the account manager with greystar, and i have not heard anything from them. She stated that the account manager sent another check on 10/10/2023, but it has never reached my home. They claim they have sent the refund check. It has been OVER 2 months. My address has been confirmed MULTIPLE times, and they claim that it is against their policy to send the refund check to the property. The property manager stated that the account manager cannot reissue another check until 30 days after the check has been sent out. My next steps are taking this property to the legal system.

  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: 11/20/2023

  i drove to the atwell on 11/14/2023 and spoke with with Kyina Dotson, the assistant Manager, and she stated that they have reissued a new refund check and has been mailed to my address. Address was confirmed and she provided me with a copy of the check details and check number. This is the first time i have been given this paper let alone a check number. i was also provided with the move out statement with the amount of $1486.27. 

  Business Response

  Date: 11/29/2023

  Dear Ms. ******,

  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:10/29/2023

  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.

  I moved out of Greystar’s apartment complex in 2021.
  
  Avana Soco @ 401 Little Texas Ln apt 2835 Austin TX 78747
  
  I paid all fees that I owed, paid rent throughout coronavirus (which no one was doing), and I moved out.
  
  Avana Soco never emailed me, called me, sent me a letter in the past 3 years… however, they sent fraudulent past due charges to collection agency 3 years later in attempt to collect $988.17 from me.
  
  This is fraud. They need to fix it.

  Business Response

  Date: 11/03/2023

  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:10/27/2023

  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 pay $1,400 a month in rent for a studio apartment that is supposed to have a dishwasher and dryer in good condition along with other in unit appliances. My dishwasher has been broken for two months and my dryer has been broken for three weeks without any attempt at repairs. This property is violating the ORS 90.320 law.

  Business Response

  Date: 11/03/2023

  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: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I never received any financial compensation or refund for the rent that I paid during those two months. You’re required by law to release me of my lease.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/05/2023

  Dear Ms. ****** *******,
  
  Thank you for your feedback regarding your recent experience at our property. We have thoroughly reviewed the situation, including the issues with your appliances and your interactions with our staff.
  
  Upon examination of the invoices from Appliance Hospital, it was confirmed that the dryer was inspected and found to be in working order. Regarding the dishwasher, we acknowledge that it took approximately two months to receive the necessary part and complete the repair, which unfortunately occurred after your move-out.
  
  We understand that the malfunctioning of these appliances caused inconvenience, but it is important to note that such issues do not render an apartment uninhabitable under the housing laws. Recognizing the inconvenience you experienced, we opted not to charge a lease termination fee and allowed you to end your lease early.
  
  We did not discuss any further rent compensation, as the primary focus was on resolving the appliance issues and addressing your decision to vacate the property. We strive to maintain a high standard of living for all our residents, and we regret that your experience did not meet these expectations.
  
  We take your feedback seriously and will use it to improve our service and communication in the future. We consider this matter closed.

  
  Sincerely,
  
  The Greystar Team

• Initial Complaint

  Date:10/27/2023

  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’m going to start off with the process of trying to even secure the place before actually moving in because just applying with them should’ve been seen as a red flag. For one, this place is so hard to get a hold of with over the phone. You can call back to back like 10+ times and nobody will answer!! I was moving from Las Vegas to Arizona. I was trying to make sure to secure a place due to me having a timeframe to move out of Las Vegas by. Not only did I really like the area of Verano Townhomes, but the prices and look of the complex and units had me sold. I applied and got approved quick but I kept having to call to ask them if they are for sure able to secure me a unit otherwise I will have to find another complex to secure. They said yes the unit I applied for online is fine. I had to still keep calling and calling to make sure I for sure have that unit because they still couldn’t give me the unit right off the bat. I had secured one online for September 6, 2023 and they still couldn’t let us move in and kept asking for a couple more days until finally they called asking if I can please move in September 16, 2023 after me telling them I needed to be out of my home in Las Vegas by September 18, 2023!! I asked them “why is that?” and their excuse was because they were doing some small renovations and had to clean the place. I told them okay but seriously no later than that because now me getting the keys the 16th of September is having me move very last minute!!
  
  I get the keys and immediately walking into the unit I realize that the place is DISGUSTING!!! No renovations seemed to be done besides a paint job!! They said they also needed to clean & the unit was far from clean! I know getting a new place will never be spotless and will have some small surface level dirt but this places was FILTHY!! The floors were so sticky and dirty i had to deep clean on my knees with my hands before going in with a mop and bucket of hot water. Nobody wants to have to do all that after just moving out of state. The refrigerator and dishwasher were so wobbly, a couple of outlets didn’t work, light switch plates missing, some baseboards missing in random areas, garbage disposal didn’t work and was clogged, shower drains were clogged, the showers had hair & pubic hair from previous tenants, some sink drains were clogged and leaked underneath, toilets weren’t secure to the floor, carpets all torn up and random holes, washer had damp rags from previous tenant and caused it to smell SOOO BAD, random holes in the walls close to baseboards, so many stains on the carpets & the list goes on and on… I of course complained about all these issues and they apologized as it just so happens that nobody cleaned the unit before we got the keys and that “never happens” when I asked why did they need 10 extra days to “clean” when nothing was even cleaned? They said they will try to see what they can do about compensating us for that but of course we never heard from them about doing so… then not even a week later me, my kids & my roommate start getting random bug bites all over our body!! We then go to the leasing office to show them our bites and tell them we think we have bedbugs but of course with no proof they couldn’t help us… we kept getting more bites as days went on so we up and left to Las Vegas to stay with my family & get away from the home because we kept getting more bites!! Of course when we go to Vegas for a whole weekend our bites go away and we don’t get any new bites so we call them as we are still in Vegas and tell them to please have someone look at our unit. They say they can have pest control come out but won’t be for a couple of days. We tell them they need to send one asap but of course they don’t make us a priority!! We get back to Arizona to be there for when pest control comes and the minute we entered the unit we finally saw the bedbugs in plain sight!! We took pictures immediately and told the office that we now how proof but they said they still need pest control to confirm. Pest control comes and confirms that they are indeed bedbugs and the leasing office STILL TAKES THEIR TIME TO RESOLVE THE ISSUE!! We then start seeing the bugs all over our new mattresses, my 2k sectional, my kids blow up mattress & crib mattress that I had them sleeping on until I bought them new bedroom sets, and a couple of our pillows etc!!! We couldn’t stay there anymore so we asked if they can please move us into another unit but they refused to and we asked if they can please buy us a hotel or give us the full months rent of October back since we were then staying in hotels and air bnb’s and needed mire money to do so but they refused to do that as well. We were so furious at the fact we paid full months rent of October and haven’t even been living in the unit because we were tired of getting bit!! They offered to do a pest control treatment to resolve issue and we said fine but still need them to pay for a hotel etc since we have to be out the house for that treatment as well and they said no.. a couple nights we slept in our car due to no more money!! Hotels and air bnb’s were adding up and they did not care at all that we told them we had to sleep in our cars with TWO TODDLERS!! They asked us to cover up our belongings that we don’t want to be exposed to while the treatment is being done and as I was doing so I noticed there was BLACK MOLD! I then became furious and told them we don’t want to live within their complex AT ALL anymore. We were all so fed up by that point after finding the mold.. of course they tried to argue with us terminating the lease early but finally they allowed us to move out of the complex and terminate our lease without penalty but still refused to compensate us for anything we paid for as far as rent, furniture etc!!! We even asked for reimbursement for the BRAND NEW furniture we purchased that we had to throw away and of course they had no care in the world to help us out at all. For all they know we “brought the bedbugs due to traveling”. We had to argue to get October’s rent and they still couldn’t do the full months rent but they finally agreed to giving the prorated rent of when we turned the keys in, October 16, to the end of October.. we had a couple days to move out and no time to find a new place. We are now homeless!! I had to dump half of my house furniture and store some last minute by myself into the nearest public storage!!! I talked to some of my neighbors and some have either: bad red ant problems, plumbing issues, cockroach and cricket issues OR RAT ISSUES!! We had cockroaches, a lot of crickets & silverfish bugs as well but the bedbugs of course was the major issues due to them biting and infesting our furniture!!! We also live in a “gated community” when the gates are never closed… one whole building is getting their entire roof done for lord knows why!!! Ran into security one day and he laughed and said“honestly there’s always something going on here”. The reviews are bad here as well and some even posted a review about the rat issues!! The city of Phoenix needs to really come take a look at this entire complex!!! I’m a single mother of two toddlers.. I lost their father 2 years ago and decided to move to a new state for new beginnings only to instantly move to a new state dealing with nothing but issues all due to this complex!!! Thankfully I had my roommate to help me with my kids while I loaded a WHOLE ENTIRE UNIT into a storage by myself because I have zero friends and family in Arizona… I tried calling Verano’s corporate & headquarters number to talk about the issues and trying to get some reimbursement for all the hotels, air bnb’s, furniture expenses etc but no answer of course… I also just want this place to get checked out by the city and for others to be aware before deciding to live here!!! This place for sure does not seem “livable”
  
  The funny thing is… one of Verano’s maintenance guys lived in our exact unit and knew there was bedbugs but didn’t want to get fired so he didn’t mention it as he was moving out… we found out because one of the leasing office staff member called us to tell us that she truly believed we were “innocent” and decided to “call the maintenance guy that lived there to ask if he knew” and sure enough she found out he indeed did know but that he “didn’t want to say anything because he was scared of getting fired” she called & told us this as we were moving out… We know we did NOT bring bedbugs! We never had bedbugs issues before moving to Verano… and why on earth would I bring furniture exposed to bedbugs into a new home?? Are they going to say we brought the mold too?? Absolutely ridiculous!!

  Business Response

  Date: 11/03/2023

  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: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am still waiting for the update. Thank you!
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 11/30/2023

  Dear Ms. ******* *******,
   
  Thank you for your patience as we investigated your complaint further. We have connected with the relevant Greystar teams and have concluded that this complaint has been resolved via the attached written agreement.  
  
  We sincerely apologize for any frustration or confusion this has caused. Based on the information we have confirmed with the property team, we will now consider this complaint to be closed/resolved.
   
  Regards,
   
  The Greystar Team

• Initial Complaint

  Date:10/27/2023

  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.

  Upon move-out or our apartment at the The Alexan in Dallas, Texas, a Greystar managed property, Greystar charged my wife and I $232 for alleged damages to the apartment. There were no damages to the apartment, just normal and expected wear and tear. I have provided photo evidence, both that I took upon move out and that provided by Greystar. We were charged $100 for paint, the walls had a few minor scuff marks and nail holes, expected wear and tear. We were also charged $132 for alleged damage to the carpet. The damage claimed by Greystar is $37 dollars in vacuuming, for which we paid a Greystar provided cleaning service, and the additional charges were for furniture marks in the carpet. Of course there are some furniture marks, we lived there and had furniture, its normal wear and tear. Upon receiving notice of the charges back in June, we have spent nearly 5 months trying to contact the Greystar receivables department and get additional detail on the charges. The receivables department does not answer phone or email messages in a timely manner. It took 5 months to get a single two sentence response. I'd like Greystar to remove these illegal charges from our account.

  Business Response

  Date: 11/03/2023

  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  

  Customer Answer

  Date: 11/07/2023

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

  I Provided documentation in the original complaint. 
  

  I lived at The Alexan Property in Dallas, Texas and spoke with Greystar employees Elijah P***** and Nicole C**** . 

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

  Business Response

  Date: 11/21/2023

  Dear Mr. *******,

  Thank you for providing those details! We are looking into this for you and will be reaching out to the contacts listed in your previous 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:10/27/2023

  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.

  Company is trying to collect money from an apartment I rented but the apartment was unfinished and wasn’t even a full remodel they ripped me off and now are trying to collect money for their apartment defects. Their horrendous apartments are their problem and not mine. A lot of people have complained about this company.

  Business Response

  Date: 10/31/2023

  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:10/26/2023

  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 lived in Valo apartments from March 2021 to May 2022. During that time there were a number of incorrect fees added to my bill. Rent that was accidentally charged too high because the Greystar didn't update it to follow the DC law at the time to not raise the rent. When I spoke to management about it they said to just pay what I was supposed to pay (my correct rent + utilities) and they would rectify my bill. They never rectified my bill, so it was left with a balance of several thousand dollars. Which is incorrect. It should have been zero after I diligently paid my bills. I moved out thinking everything was fine, and because I NEVER heard anything from Valo or Greystar, I assumed everything was fine. Around the same time, Greystar sold the property to Bernstein. So I also no longer had access to my account. A year and a half later this week, I got an email from a DEBT COLLECTOR saying that I owe Valo several thousand dollars. Presumably from the un-rectified bill that remained when I moved out that I was not aware of, which Greystar still had not corrected and had not notified me of. Completely unacceptable course of action, and now Greystar says its out of their hands. Disgusting predatory company.

  Business Response

  Date: 10/30/2023

  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: 10/31/2023

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

  I have bee trying for two weeks now to get in touch with someone at Greystar about this, but not one person has responded to my calls and emails. Janae Mcdowell finally responded by sending me my previous balance which is riddled with incorrect charges like a $3,028 "insufficient notice fee" and several incorrect rent charges. My rent was always $1,514, which is reflected in earlier payments, but then later in the ledger it says that there were several other incorrect charges that I was not aware of. As for the "insufficient notice fee" I assume that's from not notifying the management office in time for our move out, but I have email receipts with Krystle Maclin from before March 14th confirming our timeline and notice of us moving out in May. It has been a year and a half since I moved out of Valo Apartments and the building was bought by another company. I did not receive a single notice that I owed any money to Valo after moving out as I payed all of my rent ($1514) and utilities while I stayed there. In my communication with the office while trying to schedule my move out they did not tell me about any outstanding balance. Greystar then moved my account to a collection agency which is trying to collect these incorrect charges. I would like written notice from Greystar that these charges are wrong and to cancel the debt from Genesis Cred. 

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

  Business Response

  Date: 11/10/2023

  Dear Ms. **********,

  Thank you for providing those details. We are looking into this for you and will be reaching out to the contacts listed in your previous 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:10/25/2023

  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.

  October 11th,2023
  $450
  After being denied on rental application, i was to have deposit admin fee returned minus app fee. The management told me i was to receive two checks within 21 days since their corporate office is in Texas. The check arrived only for $250 still missing $150. It is shady to return money that was provided by debit card in the form of check. Please refund the rest of my money.

  Business Response

  Date: 10/30/2023

  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: 10/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is no justifiable reason to keep a $150 admin fee after you have been denied. I would have never applied if i knew this prior. I have brought up the complaint to the Attorney Generals office today and will be speaking to an Home Line Attorney tomorrow. I am a struggling mother of two children in a terrible situation and you all not only denied but keep $200 yeah don't think so. I spoke to Dave in your office who advised that this is the way Greystar does business. You take advantage of folks who unaware of this kind of practice. Most legit companies give you back the deposit and admin fee if they deny you application fees are never refundable. I will make sure to let everyone know how you run your business.
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/06/2023

  Dear Ms. ******,

  We understand that this has been an ongoing issue for you and would like to help you reach a resolution. In order to investigate this further, can you please confirm which property you are referring to in your original message and provide the contact details of any team member you spoke to?  
  
  We aim to get this resolved 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:10/24/2023

  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 paid two $200 application fees for a rental. There was an error in the system the first time (october 10, 2023) and I had to refill the application and pay again (october 20, 2023). In the meantime, the rent was increased by $100 per month. I want the first $200 to go towards the first monthly payment and I also want to sign the lease agreement for the initial rental amount ($950).

  Business Response

  Date: 11/03/2023

  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:10/24/2023

  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 am writing to lodge a formal complaint against St. Marin Apartments of Coppell, Texas, operated by Greystar of Charleston SC, for deliberately misrepresenting their property as being both owned and operated by Greystar, which resulted in financial loss and inconvenience on my part.
  
  On September 16th, 2023, I toured St. Marin Apartments, managed by Marie V***. During the tour, Marie V*** assured me that St. Marin was an “Owned and Operated” property of Greystar. I made it clear to her that I was specifically looking for a Greystar-owned and operated property due to the Greystar transfer policy that would allow me a seamless transfer from my current Greystar property in Houston, Texas, Village on the Lake, to St. Marin in Coppell, Texas.
  
  Based on Marie V***'s assurance, I paid $235 towards applicat*** and administrative fees. However, upon verificat*** by my current property’s Leasing Manager, Griselda Rodriguez, it came to light that St. Marin is only operated by Greystar, not owned.
  
  This false representat*** by Marie V*** misled me into believing that I would be able to transfer without issue, which is not the case.
  
  Had I known the truth, I would never have toured St. Marin, let alone paid the applicat*** and administrat*** fees. As a result of this deceptive practice, I am requesting an immediate refund of the full $235 I paid.
  
  If the refund is not processed promptly, I am prepared to file a suit in small claims court and will testify under penalty of perjury regarding the false claims made by Marie V***. I would appreciate your immediate attention to this matter and look forward to your prompt resolution to avoid further legal actions.

  Business Response

  Date: 10/27/2023

  Dear Mr. Lopez,

  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 satisfact***. In order to do this, please follow the advice in the opt*** 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