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

  550 Webb Gin House Rd. Lawrenceville, GA 30045

• 

  Greystar

  1650 Barnes Mill Rd Marietta, GA 30062

• 

  Avana North Point Apartments

  900 Jameson Pass Alpharetta, GA 30022

• 

  Cyan on Peachtree

  3380 Peachtree Rd NE Atlanta, GA 30326

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:10/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Greystar,
  
  I am writing to bring to your attention a persisting issue at Park 12, our high-rise building in San Diego, related to the lack of window cleaning for the past two years. This issue has now reached a point of extreme concern, and despite previous attempts at resolution with current and past community managers, it remains unresolved.
  
  I have attached several images to this email that vividly illustrate the deplorable state of our windows. As a high-rise building with a significant portion of our exterior surfaces being glass, the extended neglect of window cleaning has reached an unacceptable and untenable state. We pay a premium rent with the expectation of enjoying the splendid views that Park 12 offers, but these views have been obscured mainly by accumulated grime. Similar buildings in San Diego provide window cleaning services three to four times a year. The fact that we are already behind in this regard is concerning, but what is even more disheartening is that our annual cleaning hasn't occurred in more than two years. To maintain Park 12's reputation as a luxurious high-rise building, specific standards must be met, and the current situation needs to be corrected.
  
  To achieve a resolution, we request monetary compensation for the lack of service we were promised. Our leasing agreement obliges residents to maintain the community's condition and does not tolerate negligence that may cause damage, loss of use, or littering at Park 12. This responsibility should be mutual, and any reimbursement requested for alterations to the community's condition should apply both ways.
  
  I trust that we can resolve this matter amicably through your assistance. However, should our efforts to reach an agreement through direct communication fail to produce a satisfactory outcome, we will consider alternative avenues with the support of other residents.
  
  I appreciate your attention and look forward to a quick and favorable resolution.
  Sincerely,
  
  *********

  Business Response

  Date: 10/20/2023

  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: 10/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20749340, and although a resolution hasn't been reached yet, they offer other way to get in touch with the appropriate people that can help solve my issue.
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:10/18/2023

  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.

  My apartment is ridden with roaches. I have made complaints over the last two years I was living here they continue to spray but the problem just moves to another apartment until they get sprayed and then they come back. I recently requested a new refrigerator because mine would no longer keep cool . they brought me an old fridge from another apartment and i believe it was infested with roaches because i have seen so many roaches and types i’ve never seen before, baby roaches crawling everywhere, Crawling onto my bed, in the shower in the kitchen if i cook they will come out and wait at the top of cabinets. It is extremely unsanitary and not safe! i feel a roach crawling in my ear when i’m sleeping , i have been sleep and woke up because one was crawling on my leg and i had company (my boyfriend) over which is completely embarrassing. You can NOT live in this type of environment. I told them i want to break the lease however they said i would have to pay 2 more months rent then 2,200 more which is completely unfair i can’t even take my furniture when i leave and it hasn’t been paid off yet and it’s infested with roaches.

  Customer Answer

  Date: 10/19/2023

  This is a video of the roaches that have infested my couch

  Business Response

  Date: 10/20/2023

  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:10/18/2023

  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.

  My apartment was flooded on Saturday October 14, 2023, due to a pipeline burst in the wall. I was not home at the time. The property manager Nancy called me in the late night and told me about this, and she sent me pictures. I advised her that I was out of town but will be back asap. I came back Tuesday morning October 17, 2023.
  When I arrived and saw that the apartment was torn apart and was being under construction which I would not be able to stay in with my 2 small children, I went to the leasing office and spoke to the manager asking if they can help me with a place to stay. The manager Nancy told me that she could not help me and that I need to contact my insurance. She told me that it was still livable and that I can stay in the apartment with my kids as it is while it’s being constructed. I did also filed a claim with my insurance, but me and my children needed a place to stay immediately, so I called Greystar in Houston. I spoke with Ricky who was not helpful. I asked to speak with his manager but he refused to and transfer me to my property manager. We called back Greystar and spoke with someone else who reached out to the property manager and advised them to transfer me to another apartment to stay while my apartment is being worked on. The next day I asked to change the carpet and Nancy refused to as well. Nancy is very insensitive and did not even tried to help me in anyway. I called Greystar Houston again on October 18, 2023 to file a formal complaint about how I am being treated, and I spoke with Ricky again who was very dismissive and was defending the property manager. I asked to speak with his manager again and he refused to. He transferred me to the supervisor at the apartment instead. I called back and I advised him that I’m coming into the office so that someone can help me to submit my complaint against the property manager. Ricky told me that if I come up there, they’ll call the police on me. I am not happy with how I’m being treated here.

  Business Response

  Date: 10/20/2023

  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:10/18/2023

  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.

  My deposit has been charged by the apartment for a variety of reasons. The quantity of listed descriptions, however, was excessive. For instance, "cleaning and deep cleaning" costs $400, "carpet replacement" costs $622.78, "living room blinds replacement" costs $87.36, and "a second coat of paint to cover wrong paint" costs $145.

  Business Response

  Date: 10/20/2023

  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:10/18/2023

  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 October 6th, we, the residents of the Archer Tower, were informed that there is a new ‘Valet Trash’ service for us residents. The service requires that residents be home to put their trash out by 7pm or you will not be able to have your trash removed from your apartment. I have a job that requires me to work nights. Most of the time, I am not home till after 9:30pm. I am not sure how people in my situation are supposed to get our trash taken care of. We are going to be billed for this service that is denied to people like me because we have evening/night jobs.
  
  When the first email came out, to let us know about this service (10/06), I responded asking how this was to work for people like me. To date, no one has responded. I personally came into the leasing office last Friday (October 13th). I met Chelsea C*******, the property manager. I informed her that I sent an email, and no one has ever responded. She all but called me a liar because she is not able to accept responsibility for ignoring residents. Therefore, it is my fault that no one would respond. She stated to me and another resident (4th floor) that she would ask about our situation and let us know. She even took our names and unit numbers. She never reached out at all.
  
  On October 14th, I sent a message to Greystar’s contact us page. No one has ever responded. I took time off from my night job to stop into the leasing office on October 16th. Turns out that Chelsea never checked into our concerns. She called them in front of me and they did not answer. She asked me to email her directly and that she would answer me the next day. Please note that per the communication from the management company, we no longer have access to dispose of our trash on our own. We must use this service or make other arrangements to have trash removed.
  
  I sent that email at 8:17am on October 17th. The office does not open until 10am. So, my email was one of the first in her email box. She never responded at all. I called 2:06pm that day and asked to speak with Chelsea. She informed me that I could put my trash in the hallway early. That I would not receive disciplinary notices. I asked why she refuses to communicate with me. She told me that she was waiting for me to reach back out to her. So, the request to send her an email didn’t matter. She was not going to reach out to me at all.
  
  Chelsea said that she would put our conversation in writing when she responded to my email. She still hasn’t done so. She refuses to follow through on any of her promises. I sent another message to Greystar’s contact us page in the morning of October 17th. Still, no one is willing to reach out to me and tell me what I have done wrong and why no one will reach out to me.

  Business Response

  Date: 10/20/2023

  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: 10/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Sending emails or complaints directly to Greystar are ignored.  No one from Greystar is willing to reach out to me no matter which avenue that I use to contact them.  It is the policy of Greystar that their residents don't exist

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

  Business Response

  Date: 11/07/2023

  Dear Mr. ******,

  We sincerely apologize for the lack of communication you have experienced regarding your complaint. We are looking into this for you and will be reaching out to the team you have listed in your original message along with other relevant Greystar contacts.

  Once we receive an update on what steps are being taken to resolve this for you, we will provide an update.

  We aim to resolve this as quickly as possible.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:10/17/2023

  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 have reached out to my former complex about my security deposit reimbursement, which I have not received after my lease ended on 8/14/23. I sent a demand letter and received emails providing me misleading and confusing information. Facts are bulleted bellow, which have email communication to support the inconsistencies.
  1. 7/10: I emailed Gracy Farms my forwarding address and staff confirmed the system was updated
  2.8/14:Lease terminated
  3. 9/28: I emailed the front office asking about the security deposit
  4. 10/2: leasing office sends a statement for $39.24 indicating that’s my reimbursement and I respond requesting more details as it’s not broken down in detail I need
  5. 10/5: leasing office sends response and notes the math is wrong and I should get $49.52 back and will loop in accounting
  6. 10/5:I get an automated revised statement of $49.49
  7: 10/6: I respond with a demand letter referencing property code
  8. 10/9: staff responds check #683 was sent to me for $49.49 on 8/23 and will check to have it reissued bc it hasn’t cleared
  9. 10/9: I respond that her email is confusing because they didn’t know it was $49.49 until a few days ago and the check couldn’t have been for that amount
  10: staff responds, “ Your original refund check in the amount of $39.24 was processed and mailed out on 8/23/23. Please see the details below. After the correction, a new check of $10.25 was processed on 10/5/23.”
  I have emailed and called several leadership staff with no response. I was told the matter was sent to a law firm and they would reach out. I have heard nothing. The company stole from me and refuses to provide facts, proof, or discuss the issue.

  Business Response

  Date: 10/20/2023

  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:10/17/2023

  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 ended my lease on august 31 2021, and i called greystar epeatedly requesting if i owe any bill every month until i was told in december that i do not owe anything. Three years later i got a bill stating that i owe. I have called greystar at 2813945511 and 8669755361 at least 10 different times and left at least 4 different detailed vociemails asking for detailed reason for the bill. I finally got a statement from the collection agency showing that i paid a $200 deposit and i am due a refund.

  Business Response

  Date: 10/20/2023

  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:10/17/2023

  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 have had multiple breaches of contract with my former leaseholder. Firstly they tacked on a monthly 250$ short term lease fee that was not on the application or initial rental agreement. As I was moving in that day there was little I could do but accept it.
  As per the terms of our lease I was supposed to either renew or let them know I was not going to be reupping the lease. I contacted the leasing office no less than 10 times both in person and over email and didn’t recieve an offer for renewal until well past the deadline.
  I moved out at the initial end of the lease. Turned in my key and vacated the premises. I was checked out by a member of the leasing office and the maintenance staff.
  Our lease agreement specified that my securtity deposit would be returned within 45 days of move out. This has not happened. I am now filing a complaint for all of the above reasons. This business broke multiple written agreements and is clearly in breach of our lease agreement.

  Business Response

  Date: 10/20/2023

  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: 10/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are still gathering information and I look forward to their conclusion in the matter. Seems like ball is in their court. 
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 11/06/2023

  Dear Mr. **********,

  Thank you for your patience as we investigated your complaint further. We have contact the necessary Greystar contacts and have confirmed the following:

  Attached you will find a screenshot of the security deposit that was sent over to the address provided on 10/18/2023. We communicated that if the refund is not received to let us know. As of Wednesday, November 1st, the team has confirmed that you noted that the check was received (attached).

  As for the renewal offer mentioned, we send out renewal offers 75-90 days in advance and since you signed a short-term lease, we had already sent out August renewals before your moved in. We then requested a renewal offer from ownership and pricing analyst AIRM for his specific unit and emailed it to him. 

  We communicate to all applicants that we have a short-term premium of $250.00 for any lease terms from 3-11 months. The short-term premium was also listed on the welcome letter that all applicants have to review and confirm before moving in. 

  We sincerely apologize for any confusion or frustration this has caused. Because of the details we received, we will now consider this complaint to be closed.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:10/17/2023

  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.

  Formal Complaint Regarding Ongoing Gnat Infestation and Lack of Proper Assistance
  I am writing to express my extreme dissatisfaction and disappointment with the manner in which the ongoing gnat infestation issue in my apartment has been handled. Despite having reported the problem to your office and requesting prompt assistance, the situation has not been adequately addressed, which has resulted in a myriad of negative consequences for my health and overall living conditions.
  On August 17th, 2023, I first contacted my office to inform them about the presence of gnats in my apartment. The infestation was growing worse as I continued to look around my apartment, I came to learn that I had a nest of gnats in my toilet, shower, cabinet and refrigerator, leading to a significant disturbance in my daily life. Regrettably, my initial plea for help was met with a lack of urgency and inadequate action on your part. The response from my maintenance team was dismissive, telling me to just poor bleach down my drain, leaving me to address the infestation myself.
  After several failed attempts to get the maintenance and manager team to take the necessary action, I felt compelled to take matters into my own hands. I expended valuable time, over 7 hours of effort, and resources to conduct a thorough deep cleaning of my apartment, hoping that it would resolve the issue. Furthermore, recognizing the urgency of the situation and fearing for my health and safety, I pest control service at my own expense to mitigate the infestation that was rapidly worsening.
  To my disbelief, matters escalated to the point where my health was compromised due to the unaddressed gnat infestation. On August 18th, 2023 , I experienced health issues directly linked to the infestation. The severity of my condition required the intervention of paramedics, leading to unforeseen medical bills and distressing health concerns. It is disheartening to note that the substandard living conditions that directly contributed to my health emergency could have been prevented had your management responded adequately to my initial complaints.
  I strongly believe that my apartment management company has failed in its responsibility to maintain a habitable and safe living environment for its tenants. Not only did the gnat infestation persist due to the lack of timely assistance, but the ensuing health risks and medical expenses were also a direct result of your negligence in addressing the issue promptly and effectively.
  I demand immediate action to rectify this situation, which includes: Reimbursement for the expenses I incurred for pest control service. Compensation for the medical bills I have accumulated due to the health issues caused by the infestation,Compensation for being without my apartment for over 24 hours due to me not being able to be in there due to toxins fumes, A sincere apology for the lack of timely response and assistance in addressing the gnat infestation, An assurance of improved communication and prompt action in addressing future maintenance and pest-related concerns. I have given management over 48 hours to respond to which they have not after the property manager stated she will contact me.

  Business Response

  Date: 10/20/2023

  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:10/16/2023

  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 paid $300.00 for a rental application and administrative fee on 10/14/23. I called and was told the application "failed and they didn't know why and when I get an email saying what it was, to call back". Both me and the other applicant got emails welcoming us to the community and giving us access to the M Station portal. We were encouraged to transfer our utilities, internet, mail, and obtain renters insurance. We were given an address and access to the M Station portal. We got renters insurance through the M station portal($23.00), and I was in the process of transferring mail when I see a denial. I called M station again on 10/16/23 and was told we were not approved. Why would a company send welcome emails and allow you on their platform if you are not approved? The person I spoke with told me to call the 3rd party vendor they use and those emails go out automatically. I find that a bit confusing and it sends mixed messages. The email from the 3rd party says to contact M Station. We have wasted time and money. To spend $300, and get no explanation is getting on the fraudulent side of things to me, even seems like housing discrimination The denial said unsatisfactory credit. It's ridiculous when 2 people with a combined income of $100,000 can't get a small 2 bedroom apartment. M Station needs to be more detailed about their application process. The current process in place is deceitful.

  Business Response

  Date: 10/20/2023

  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: 10/27/2023

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

  This answer has nothing to do with my complaint.  My complaint is that an application was completed online.  We received emails to confirm our move, transfer utilities, obtain renter's insurance, and were given access to M Station's portal with an assigned address.  After this, we got a letter of denial.  Time and money were wasted.  I called the M station rental office and could not get an answer as to why we were denied, and I was told to contact their 3rd party for further information.  The 3rd party's email says to contact M station.  Why are we paying an administrative fee if no one can explain this situation to us.  We want the administrative fee refunded due to the mixed messages and confusion over our rental application.  The office staff at M Station has been no assistance to us at all. 

  This is the 3rd time I have had to explain the situation.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 11/01/2023

  Dear Ms. *****,

  Thank you for clarifying those details. We apologize for the repetitive message on our end. 

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