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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

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:07/31/2023

  Type:Order 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.

  Dates I lived in complex: May or June 2019 thru May 2023
  Scam: Original mangement company insisted on my purchasing Sure Deposit instead of accepting regular deposit. Stated that I wouldn't have to worry about anything when I moved out.
  
  New management company: Did not want to renew lease so I would be scammed out of money for carpet of $188. Original management company said carpet was two years old was in good condition and no new carpet would be installed.
  
  Due to Covid new carpet should be installed due to health concerns especially during the height of Covid timeframe, which is when I lived there: Wood of Elm Creek Apartment 104.
  
  This is a scam point blank. And although an installment program was created-after thinking about this is an injustice, fraud and a scam. And I should not be held responsible for the carpet in this apartment at $188 or any price especially when I can't afford this. A complete explanation is in the "explanation box below". Thank you. These are lies from both sides of these management companies.

  Business Response

  Date: 08/07/2023

  Thank you for bringing these concerns to our attention. We strive to
  provide excellent service to our residents at Greystar. We have reached out to
  the community and their supervisor to further research this matter.
  Someone from the team will be reaching out to discuss and work toward a
  resolution.  Thank you.

• Initial Complaint

  Date:07/31/2023

  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.

  On July 7th, 2023, I applied for an apartment at the Strand in West Sacramento. In selecting my lease terms, there was no change in price for a lease shorter then 12 months, so I chose a 7 month lease as that works for our house timeline. I proceeded through the entire application process, and my application was approved and fees paid. I was then informed by Strand staff they don't do short term leases, and then they told me they do, but it's another $250 per month. This was not disclosed to me in anyway, and is blatant bait and switch - offering an apartment with certain lease terms for one price online, but then changing it once I've applied. I will be filing a complaint with CA Civil Rights Department if the business does not honor the price they offered the apartment.
  
  In addition, screenshots and documentation were shown that prove the specials were offered for July, and August, and for 6 weeks. They kept denying that, and disputing what's clearly on their ********* and emails from Emily, their AI, in addition to their website and staff emails.
  
  There are so many issues with false advertising and miscommunications here, and instead of apologizing for their mistakes and honoring what was promised, they tell me they can refund my fees and I can go somewhere else. Appalling responses from a multinational company like Greystar.

  Business Response

  Date: 08/07/2023

  Thank you for bringing these concerns to our attention. We strive to provide excellent service to our residents at Greystar. We have reached out to the community and their supervisor to further research this matter. Someone from the team will be reaching out to discuss and work toward a resolution.  Thank you.

  Customer Answer

  Date: 08/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The community, and the senior regional manager, are not acknowledging the false information stated on their website and email, and false advertising. I understand Greystar has reached back out to the community, but they are not willing to speak on the phone or honor the written promises on their website, via email, and staff. Please put me in touch with someone who has the authority to review the documentation and override their decision.  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 08/17/2023

  Dear Mr. ******,

  We understand that this has been an ongoing issue for you. We have looked at the attachments sent in your original message. It appears that the property followed their leasing policy with regards to this issue, therefore no further action can be taken at this time.

  Regards,
  
  The Greystar Team

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair 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 live in a Greystar managed property, Ryder. I pay $3,600/month for a top floor ocean view apartment. I moved in this May, and the air conditioning has been broken since then. Ryder has promised numerous times to fix the AC, and has promised to have it fixed by definite dates multiple times. The recent heat waves have made the apartment borderline unlivable. Ryder provided a portable temporary AC unit as a bandaid for the problem, but this has several problems:
  - it's loud
  - it pulls in a foul rotten fish odor most of the time because the intake is directly above a seafood restaurant
  - it doesn't work very well
  - the intake blocks a window, so it disrupts the beautiful view that we're paying so much money for
  - it takes up a lot of space
  
  The AC unit was broken the day we moved in, and we were NOT told about this prior to the move-in. I believe that Greystar has opted to not perform necessary repairs because they believe we have no recourse, and as a result the product we are receiving is far less than what we pay for, and far less than what they promised us. I would like for Greystar to reduce my rent until the problem is fixed, and I would like them to also refund me partial rent for the months I've spent living with this terrible inconvenience.

  Business Response

  Date: 07/28/2023

  Thank you
  for bringing these concerns to our attention. We strive to provide excellent
  service to our customers at Greystar. However, a community name has not been
  provided. Therefore, we are not able to research this matter and work toward a
  resolution. Thank you.

• Initial Complaint

  Date:07/27/2023

  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.

  On July 10th one of my vehicles was towed from the parking structure located at my apartment complex for being “abandoned”. While it has been several months since I have driven the car as I own 2 vehicles, it was by no means abandoned. What’s extremely upsetting in addition to being suspect is that this all happened while I was out of town. I feel that I’m being targeted and discriminated against for being gay. The property management has been extremely rude and unprofessional and have refused to work with me on this matter. It will cost me nearly a thousand dollars to get my car out of the impound. The assistant manager told me they received a complaint from another resident because somebody had written a racial slur across the back windshield. Interestingly enough there was NO concern a few weeks prior when a homophobic slur was also written on the back windshield.

  Business Response

  Date: 07/28/2023

  Thank you for bringing these
  concerns to our attention. We strive to provide excellent service to our
  customers at Greystar. We have reached out to the community and their
  supervisor to further research this matter and work toward a
  resolution.  Thank you.

  Customer Answer

  Date: 08/01/2023

  I received an email from the property manager informing me that the request for reimbursement is denied. Her wording, especially what she put in parenthesis (circled in red) is especially concerning. One could interpret that as an open admission of discrimination. I did send her a reply including a photo of the parking pass located on my dash board. Whatever clerical errors made in the office regarding the incorrect make/model/year of my vehicle on file are out of my control. I have attached a screenshot of the email I received as well as a picture of the parking pass/decal on my dashboard. 

• Initial Complaint

  Date:07/26/2023

  Type:Product 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.

  i submitted a refundable deposit on an apt rental application at 355bala managed by Greystar on 5/22(500) and 6/21 (500) 5/2023(Bala cancelled my application and stated they would return my deposit in the form of a check although i paid via credit card. 6/21 i reapplied then i cancelled by application because i never received my initial deposit back. i have contacted the leasing company via email on several occasions requesting the status of my refund. i was told my check was in the on 6/27 then i was told my check was mailed out on 7/19. there has been an inconsistent message on the return of my money.

  Business Response

  Date: 07/28/2023

  Thank you for bringing these
  concerns to our attention. We strive to provide excellent service to our
  customers at Greystar. We have reached out to the community and their
  supervisor to further research this matter and work toward a
  resolution.  Thank you.

  Customer Answer

  Date: 07/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/24/2023

  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 have written in before and management has refused to reach out and come to a solution. Its been getting worse. The pool needs to be shocked "as told by maintenance" but they refuse to spend the money for it, so its gross. The AC in the building has about 30 tenants out right now. The elevators completely didn't work several times this week. And this is a high rise, ADELINE, downtown Phoenix. It's kind of insane how management is, and corporate doesn't even reach out. These conditions along with the others are ridiculous. And I want out of my lease. Please help!

  Business Response

  Date: 07/25/2023

  Thank you for bringing these concerns to our attention. We strive to provide excellent service to our residents at Greystar. We have reached out to the community and their supervisor to further research this matter. Someone from the team will be reaching out to discuss and work toward a resolution. Thank you.

• Initial Complaint

  Date:07/24/2023

  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.

  We are past tenants of Greystar in Southpark Apex Element of Charlotte, NC and have NOT RECEIVED THE RETURN OF OUR SECURITY DEPOSIT and it's been months.
  
  We moved out 5/6/2023 and based on the Lease Contract, specifically "Section 48 Deposit Return", they were to refund within 30 days - no later than 6/4/23. It is now July 24 and still no refund. We provided our forwarding mailing address as per the Lease terms PRIOR to move-out, in April 2023. I have followed up with Greystar 6/6, 6/27, 6/30, 7/6, 7/7, 7/14, only to be told they've issued checks and the checks were lost.
  
  Greystar has now asked me another 2x's for my address so I've given it to them again, now 3x total. Greystar responded 2x they've issued checks and they were lost so I have to wait 30-days for them to cancel the check so they can reissue it. They said this twice! I'm in this endless loop of deception and lies by Greystar. I even contacted Greytar corporate office in Atlanta 2x, and they never responded, instead referring me back to the building on 4425 Sharon Road, Charlotte. The rental office in Charlotte say they don't issue checks, first saying the checks come from Atlanta and now they're saying they come from Tampa. I don't know what to believe anymore as all I get is excuses and further delay tactics. Please look into the matter, issue my refund via overnight express mail to the address I've given 3/x now.

  Business Response

  Date: 07/28/2023

  Thank you for bringing these
  concerns to our attention. We strive to provide excellent service to our
  customers at Greystar. We have reached out to the community and their
  supervisor to further research this matter and work toward a
  resolution.  Thank you.

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The Community Manager replied 7/31/23 and provided me with check# and indicating it was mailed 7/14/23.  As of today, 8/1/23 (17-days post mailing) the check has not arrived.  Please mail the check using a Tracking Number either through USPS, ***, ***** or a carrier of your choice.  We also accept ***** and *****.  
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 08/01/2023

  
  
  Thank you for this. I just called and left Mr. ******* a voicemail
  with the check number and issue date (a new check was issued to him on July 14th after
  his initial request that the first check had not been received). I had also
  emailed him this information back on July 17th.

• Initial Complaint

  Date:07/19/2023

  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 moving out from the Greystar property Gates at Carlson Center in Minnetonka, MN, I was charged $600 for "furniture removal/disposal" separate from the $140 cleaning fee. When I called GaCC to dispute on 7/13, they told me that they couldn't make changes to my bill but justified the charge by claiming that they had to hire an external dumping company and provided me with the number to Greystar's Receivables Department based out of WA. I had a conversation with Receivables Specialist Samantha LePak wherein we were unable to get the matter resolved on the phone, and Samantha subsequently emailed me a pdf of outdated pictures of the apartment full of items I took with me, stating that:
  
  "Greystar is remaining firm on the balance owed",
  
  which is $606.44 including a $600 "furniture removal/disposal" fee on top of a myriad of other small charges and fees, how convenient...
  
  The "charge sheet" she sent me was neither for a dumping company/landfill nor an itemized receipt/invoice. Rather, it was a general pricing sheet from a cleaning company with the word "invoice" in the filename and no specifying account info. I replied:
  
  "Thanks so much for your correspondence. Just to confirm, Greystar 'remains firm' on the furniture fee for having dumped these items? And what was the name of the company that dumped it?"
  
  "The property disposed of the items."
  
  "If maintenance disposed of the items, what is the involvement of the 'dumping company' previously described both by yourself and the local office/GaCC?"
  
  "I will not be providing further documentation at this time. Please proceed as you wish."
  
  I emailed her pictures of the "dumped furniture" in my house and called to confirm that she received them, to which she replied "yes, and I won't be responding to them". I asked her if she could explain why she had sent me pictures of things I had in my house, to which she replied "no, and I don't have to". She responded the same to all additional requests for itemized documentation

  Business Response

  Date: 07/28/2023

  Thank you for bringing these
  concerns to our attention. We strive to provide excellent service to our
  customers at Greystar. We have reached out to the community and their
  supervisor to further research this matter and work toward a
  resolution.  Thank you.

• Initial Complaint

  Date:07/17/2023

  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.

  We were sent the wrong lease information at The Cooper 202 Apartments, management sent me the incorrect floor plan and would not let me out of the lease upon request. they forced us into an apartment we didn't want and forged our signatures on the "new lease" I am uploading proof of the wrong floorplan sent to us. Looking to receive deposit back for the troubles. legal action may be taken. We were told the following floor plan has an attached garage which is not true:
  
  ****************

  Business Response

  Date: 07/22/2023

  Thank you for bringing these
  concerns to our attention. We strive to provide excellent service to our
  customers at Greystar. We have reached out to the community and their
  supervisor to further research this matter. Someone from the team
  will be reaching out to discuss and work toward a resolution.  Thank you.

• Initial Complaint

  Date:07/17/2023

  Type:Order 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 express my deep dissatisfaction and frustration with the consistently poor customer service and lack of action taken regarding necessary repairs in my rented residence at The Blake Apartments. As a resident, I have the right to expect a habitable living environment and prompt resolution of maintenance issues as outlined by the renting laws in the state of Virginia. Unfortunately, my experience with your management has been far from satisfactory. Despite numerous attempts to bring attention to the ongoing issues, my concerns have been largely ignored, and the necessary repairs remain unresolved. The noise complaint is for apartment 623. I’ve sent dozens of emails and have called and visited the leasing office multiple times regarding this issue. I have a paper trail of over 20 emails, and this is not resolved. The lease, our legally binding document, clearly outlines that residents are not to disrupt other residents and that actions will be taken if they do so. I signed the lease under this guise and if this is being breached it is a breach of my lease and contract. This will result in legal action. My car was illegally towed from my apartment complex that I pay to park. This is no where is my lease agreement that they are allowed to do this and the manager refuses to acknowledge this breech of lease, answer calls or emails, or take meetings with me as a resident.

  Business Response

  Date: 07/28/2023

  Thank you for bringing these
  concerns to our attention. We strive to provide excellent service to our residents
  at Greystar. We have reached out to the community and their supervisor to
  further research this matter. Someone from the team will be reaching out
  to discuss and work toward a resolution.  Thank you.