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

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  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:06/25/2023

  Type:Billing 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.

  My lease with a property managed by Greystar recently ended. I moved out on May 25th 2023. On June 19th 2023 I received an email about move out charges stating that I had a charge of $12.50 for cleaning. The link to pay the balance said that it was due on June 14th 2023 (5 days before the email was sent out). I called the provided phone number inquiring as to what exactly needed to be cleaned as I extremely throughouly cleaned the apartment before leaving, but no one picked up so I left a message. I also sent an email to the provided email address on the website in conjunction with leaving a voicemail with no response to either phone or email as of today June 25th 2023. I believe that this company is charging me just because they can, despite my efforts to return the apartment to an even better condition than when I first moved in. If someone can tell me what exactly needed to be cleaned, I will gladly pay the fee.

• Initial Complaint

  Date:06/25/2023

  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.

  Was denied an apartment called and never received a phone call back to discuss the decision. Then received an email 3 days later stating I was denied because of credit but my score is above their requirements. Then when I told the person I was emailing she informed me that I was actually denied due to identity theft/fraud. But residentverify has no explanation for that denial of fraud and can’t provide more information. Then the letter mentions bankruptcy on report but their RCA screening i initialed did not say anything about that on the screening.

• Initial Complaint

  Date:06/23/2023

  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 January 2022, I began renting an apartment at the vue at belleair located in Clearwater, FL. I had a year lease for the apartment. Over the next few months, my wife and I had some conflicts with people who resided at the complex during our time while working law enforcement. Towards June and July, our ceiling flooded one day, despite being on the second floor of four, and no solution was completed. Our dryer began having water fill up causing our clothes to be wet. Due to these reason, we looked for a house. We spoke to an employee about leaving and were never advised about a 30 day move out grace period. In July when I went to hand in our notice, the office was closed for several days due to the holiday. When I finally made contact with someone, they tried to charge me for the extra days despite no one being at the office. After moving out in July, there were extra fees on the bill that did not pertain. I attempted to contact the complex themselves and the company over 300 times with no calls back. This bill went to collections and the employee from Grey Star, Dorian Pennington, contacted me and said he would be my point of contact. Since June 12, I have yet to hear back from his despite SEVERAL calls and emails. I have contacted almost every Greystar office across the US and have no received a call back. I had also emailed the company directly with no response. My wife and I have perfect credit and do not want this to reflect on our scores. I have done everything to get hold of this company and I have struck out. They are currently doing this to another co worker which had rented in the same complex as we did.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair 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.

  On June 7th I emailed the property because I found mold. The maintenance man was sent to look at it and he said it is not mold or mildew but it is wet. A plumber came that following Friday and explained the shower had been built incorrectly resulting in the weep holes draining into the wall. The plumber pointed out the mold had spread to my closet. I expressed I would like to break the lease because I have been experience health issues since I have moved in that I had assumed were unrelated. I am autoimmune compromised and suffer from asthma. My doctor wrote a letter confirming the issues I have had are due to the mold exposure and advised me to leave the apartment. I have also had to have eye surgery as a result of these issues. Yesterday June 13th, Titan came out and used a tool that blinked red when scanning my bathroom. They explained they will need to take apart the wall and set up a containment. I again expressed I would like to break my lease to which the front office advised the only options being provided to me are to pay the break lease fee of just under 6,600 or move to a new unit. I have talked to other tenants who have had similar issues with the plumbing or other things being built incorrectly and do not wish to risk my health any further by moving into a new unit. I have contacted the city of Peoria who is also looking into the issue. I wish to break my lease without the fee and do not wish to move units.

• Initial Complaint

  Date:06/19/2023

  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 moved into Tate Tanglewood on 11/17/2022. Prior to move-in, I asked about the community policy on TV mounting. I was told it's allowed but that holes as a result of mounting would need to be smaller than a quarter or I would be charged for repair at move out. I have been told this since my first tour in September 2022. Since moving in, I've asked for this policy in writing from the leasing office multiple times. I've personally spoken to property staff Nicole Bembridge and Richard Schoolcraft as well as the property manager at my time of move in, Jessica Pierce, about this. All of which have made the promise that I would have something in writing. The fifth time I asked, Nicole informed me that she would request on my behalf that Jessica send me an email to have in writing. I still have not received an email. On 03/28/2023, I received a call from Oscar in the leasing office and asked to speak with Jessica to once again request an email. He informed me that she is no longer at the property so I requested that the new manager send an email regarding the policy. I was then told by Oscar that this is not their policy, I would indeed be charged for the holes regardless of size. This does not align with what I had been told from Nicole, Richard, and Jessica. I have spoken with staff regarding a multitude of other issues and have been met with unresponsiveness. I've even gone as far as going to the local office to retrieve contact information for the regional manager, Teela Shaw whom I've been in communication with for approximately 1 week. Instead of rectifying the issues and taking accountability, she's chosen to argue and make excuses for how I've been treated since moving in 7 months ago.

• Initial Complaint

  Date:06/16/2023

  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.

  Dear Sir/Madam,
  
  I am writing to file a formal complaint against Providence Uptown Apartment/Management regarding the ongoing noise disturbances caused by our upstairs neighbor and the inadequate response from the management. Despite our numerous attempts to address this issue, it remains unresolved, greatly affecting our quality of life and violating our rights as tenants.
  
  Since the arrival of the neighbors in apartment ****, we have been subjected to consistent noise disruptions, including running, jumping, playing, and heavy footsteps throughout the day and night. These disturbances severely impact our sleep, work productivity and overall well-being. Despite reporting the issue to the leasing office, contacting the local police, and engaging in direct communication with the neighbors and management, no action has been taken to alleviate the problem.
  
  We have documented the ongoing disturbances through recorded videos, which we have shared with the management as evidence. However, their lack of response and unresponsiveness have left us deeply disappointed. It is the responsibility of the management to ensure a peaceful and habitable living environment for all tenants, and their failure to address this issue has infringed upon our rights.
  
  We kindly request your intervention to facilitate a resolution in this matter. Immediate action is necessary to rectify the ongoing noise disturbances and improve the management's responsiveness. We believe that resolving this issue swiftly will help restore our faith in the management and ensure a peaceful living environment for all residents.
  
  Thank you for your attention to this urgent matter. We anticipate your prompt response and a swift resolution to this ongoing issue.
  
  Sincerely,
  
  Apartment ****

• Initial Complaint

  Date:06/15/2023

  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 rented a unit on 5/20 provided my portion of the rent and have not stay in the unit since i paid The issue that I am having the place has roaches. I am a very clean individual all the places I have lived I never had any issues with roaches I may have seen a bug every now and then but not roaches. To me the first impression is everything why do I see roaches when I first move in. They have the Lil Lil bitty ones and medium size. I started calling the office on that monday after I made my payment I spoke with a agent informed her about the issue she told me I might have to wait until the following Tuesday I said Tuesday no why it can be asap she told me she would need to check to see if they could she came back to the line and said that they could then my daughter went back on that Tuesday after 4 took pictures roaches were still crawling I ask did she see a note of any kind to say that the pest control had been out and she said no I contacted the office again and the agent said she didn't know whether or not someone had been out that they would check and see then had someone to go out and buy some bombers to put in the apartment to bomb the unit not the pest control store bought so we waited a day or 2 too see if any changes was still seeing them soi contacted the office again informed them that I would give them to the following week to figure it out if not I wanted my money back or can I get out of the lease without it being on my rental history and was told no I also ask can I change to another unit didn't want to remain in that one was told it maybe the same issue then they say that they would put some white powder down that hadn't been done I contacted the apartments association of houston I sent them a complaint on the 2nd they said yesterday that they hadn't heard back from anyone I contacted the apartments again spoke with a manager as what she said Dora she said she never received anything about the complaint and would call me yesterday no call at all

• Initial Complaint

  Date:06/15/2023

  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.

  Hello Greystar Group -
  
  I was interested in leasing an apartment at 7th Flats, and connected with Terri towards the end of May (approximately May 25th). I submitted all documents and payments required to process a lease on May 26th, and heard absolutely nothing back from your leasing manager (or anyone for that matter) despite 2 calls and 1 email over a 2-week period. Please note that this was for a move-in on June 30th, which requires at least a few weeks of planning to complete - how could I plan for a move when the leasing company will not process an application?
  
  I finally got in touch with Terri on June 9th, wherein she proceeded to loudly berate me for being too "needy" of a client. She told me that I had no reason to follow up a total of 4 times over the course of two weeks, and implied that I was being rude/demanding. She informed me that she was on vacation, which is why she hadn't responded to me, and was incredibly rude/demeaning throughout her explanation.
  
  I didn't know what to say in the moment, so I simply explained and defended myself - she was unaware that no one had contacted me, as someone had failed to follow up with her prospective tenants while she was on vacation. After blaming this person for the failure in communication, she proceeded to tell me that I had to set up utilities and renter's insurance before the application would be processed - this makes no sense, as I should not set up insurance or utilities before signing a lease.
  
  I informed her on June 12th that, given her unfair and uncalled for treatment of me, I will not be proceeding in the leasing process, and would like to receive a refund of already paid fees.
  
  No one has contacted me since, so I am contacting you, their corporate team.
  
  Please follow up with me ASAP, otherwise we'll connect via legal means.

• Initial Complaint

  Date:06/08/2023

  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.

  • Lived in apartment *** at Avana Overlook ( fmr Overlook Apartments) from 01/2021- 01/2022.
  • In December 2021, I was notified by the apartment portal that my Ledger had been updated (I received this notification in the late evening, which was strange)
  Contacted the leasing office on December 6, 2021, to inquire about the charges. The updates stated that “You're welcome. It's fixed now. What happened is when they inputted the move-out date, they didn't switch the year to 2022. So, it was entered as February 2021 which caused the billing issue. They are working on sorting it out now."
  
  As of June 8, 2023, the issue has not been resolved. I was contacted by Tiffany Neal who is a Billing Specialist, that I owed rent from November, December & January rent, which is new information. My question to her was, “How did the situation go from me owing rent from Spring 2021 to no owing money for Fall/Winter 2021. Why did I not receive an eviction notice? Why have no late fee’s been assessed?
  Originally the total charges I was told I owed were over $3500 in charges. However, when Tiffany reached out to me in May 2023, she sends me a bill breakdown for $2656.58.
  The overall point is, I’ve shown proof of me paying rent for the entire time I lived in the apartment, and I have even sent the statements to the Leasing Office Manager, Gerald M******. I've attempted to meet with Gerald in person and he told me, " he does not have time to meet with me, and that he has more important issues to handle". Gerald and Tiffany both refuse to acknowledge any of my emails or speak with me over the phone. Therefore, I am reaching out to the BBB simply because I have exhausted all other options.
  
  I have all of the emails and communication from Both parties, specifically from Gerald stating the entire issue was an error and that the office was handling the situation, however the issue has not be rectified.
  
  I hope that I am able to get some assistance from the BBB in regards to this issue.

• Initial Complaint

  Date:06/07/2023

  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.

  Seventh Apartments via Greystar is collecting full rent from us but failing to deliver advertised amenities, preventing residents from legally paying their rent, and allowing dangerous off-leash dog behaviors even after months of complaints from residents, including me.
  
  ALL outdoor grills around the community property have been unusable for the entirety of 2023. No propane is available to use them despite multiple asks having been made. Previous management had propane tanks replaced routinely and grills were available to use year-round for all residents. The pools are not maintained whatsoever and rarely, if ever, swimmable.
  
  Greystar has told all residents of Seventh that we cannot pay rent in cash, by check, or with bank/debit cards either in person or via online portal. There IS no online portal, despite one having been promised since Greystar took over and voided/cancelled the previous management's online payment platform, but it never happened. Instead, residents have been directed that the ONLY acceptable way to pay rent is in-person with a cashier's check or a money order.
  
  Two residents on the West Side allow their dogs to wander freely, off-leash, and unsupervised multiple times daily as if it was their own private backyard. Their animals disturb residents and their leashed animals who are attempting to come and go, and after many dangerous close calls and many complaints filed to the main office, nothing has been done to curb this behavior.
  Neighbors beg them to leash their animals but they refuse and management is complicit in this illegal activity (Arizona City Code 8-14).
  
  Greystar needs to staff the property appropriately. Residents need maintenance and availability of advertised amenities, the ability to pay our rent with standard ways common to apartment buildings such as online payments, cash, or debit card, and focused, deliberate attention given to resident safety regarding habitual and dangerous off-leash animal behaviors.