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 Management

  701 T. C. Jester Houston, TX 77008

• 

  Greystar Management

  7373 Ardmore Street Houston, TX 77054

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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:01/25/2023

  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.

  The complaint has not been resolved yet, so I am rejecting the business's response as a resolution to this complaint.

  Business Response

  Date: 01/19/2023

  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 and work toward a
  resolution.  Thank you.

  Business Response

  Date: 01/24/2023

  We have followed up with the community team and they have updated us that they will be contacting you today to discuss. Thank you. 

  Customer Answer

  Date: 01/25/2023

  I do not feel like the Art on Highland (one of the properties Greystar manages) provided us with a safe or sanitary place to live. Du**** our residency, we experienced:
  
  Multiple package thefts -- we were instructed to use ***** and to buy a **** camera.
  
  Dog poop and pee was constantly in the hallways and common areas. This was so bad that the building manager offered $200 to anyone who can provide evidence of who is doing this to stop it.
  
  Long term outages for the amenities like the hot tub, fireplaces, grills, and pool. Specifically, the gas line was broken for days/weeks.
  
  Animals on the loose in the hallways.
  
  A broken faucet head on our kitchen sink. I put in a maintenance request for this, but the maintenance man never showed. I eventually ran into him in the hallway and had to beg him to come take a look. He told me that everyone's kitchen sink faucet head is broken like ours and there is nothing he can do about it.
  
  Staffing shortages resulting in long delays in service/maintenance requests being fulfilled.
  
  Filthy trash rooms that the managers had to send a letter to everyone reminding them to please keep it tidy.
  
  Dirty tampons and pads in the stairwell and hallways. Extremely unsanitary and frankly -- disgusting.
  
  Fire alarm going off for testing, but with no warning beforehand.
  
  Several times, non-residents parked in our parking spot, forcing us to have to park on the 6th floor or off the premises.
  
  Constant failures with the garage gate and apartment access points, resulting in the building not being secure.
  
  Posted letters from apartment manager instructing residents to not walk alone in the building/parking structure at night because of how dangerous it is.
  
  
  They charged me $3000+ as a fee for breaking the lease and an additional $500 in move-out charges (which I also am disputing).
  
  I wouldn't have agreed to the clause in our lease if I knew we weren't going to be provided with a clean, safe, habitable place to live.

• Initial Complaint

  Date:01/25/2023

  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.

  We were given a unit that was not move in ready and we were not informed of the strong chemical smell that came from them refinishing the bathtub. Only after spending a night in the apartment were we told there could be serious health risks from prolonged exposure to those chemicals. We should have been in that apartment for another 24 hours but they decided that getting our money was more important than the health of their tenants.

  Business Response

  Date: 01/20/2023

  ""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:01/25/2023

  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 am a tenant at gray star property in the galleria area the dominion Postoak high-rise this property elevator has had several issues we are when you live in a high-rise you expect the elevators to work Sunday on January 19. All the elevators shut down and narrow, three elevators and there’s 31 floors tenants were forced to climb stairs take the stairways to walk up to their units an extensive amount of flights. I was on the 21st floor, but there were elderly people who lived in the high-rise, who could not get to their units because of the distance and health reasons , this is one of the most appalling things ever the elevators constantly break down they fix one and then two is out and then two is out then one is out but for all three to be out and for them to constantly Band-Aid, this issue and tenants who pay good money to live in his high-rise or force with their elderly parents to have the climb up flights of stairs fire department was called out and we also found out that when we walked up the first seven flight of stairs there was a gate that was locked. The fire department had to open that gate because it was locked, and the security guy and the concierge did not have the key , it was a magnet door so it didn’t require a key. It wouldn’t open the fire. Captain stated that that was a fire hazard so that is one that will be filed with the City Of Houston. Graystar management should be ashamed of themselves to call themselves a management the people in the office constantly give excuses, never fixing the problems and there are several other problems apartments recently were flooded due to the freeze because of the negligence of the property maintenance for not sealing the pipes. This complex is horrible and their corporate office do not do anything but redirect everything to the management Horrible. People need to know that if you’re going to live @ any Greystar Property especially the galleria property do your homework . I would NOT have least knowing this.

• Initial Complaint

  Date:01/25/2023

  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.

  My wife and I lived at the Solana at Grand Apartments located at 1501 E. Grand Avenue, Escondido, CA 92027 from September 2019 to October 2022. They are owned by Greystar, and managed by Eagle Rose LLC. At move-out, there was a final inspection walkthrough where we were told that everything was okay with the apartment, and that we would most likely get some money back from our security deposit. However, a couple of weeks later, we got a letter stating that we owed Greystar $437.80 on top of them keeping our $750 security deposit. They allege that we owe them for replacing the glass on a window, the gasket on the fridge, and the carpet. There were no broken windows at move-out, and the pictures they provided of their evidence for the charges do not show any broken windows, gasket, or irreparable damage done to the carpet that wouldn't qualify under normal wear and tear. Therefore, I have been asking Greystar to remove the carpet, gasket, and glass replacement charges from my account (Account# ********) since November 8th, 2022, but the accounts receivables representatives at Greystar (Teresa L**** and Jeffrey A******) maintain that I have to pay for these charges because of the invoices they have. According to them, just the invoices they have (attached below) are enough evidence for me to be charged. They also stated over the phone that the final walkthrough saying that everything was fine with the apartment does not count at the end as evidence that everything was actually fine with the apartment even if they can’t provide any picture evidence.
  
  Besides there not being any damage done to these items, I'm also skeptical of their charges because, before we moved out, the new lease would force any new/renewing tenants to not be part of any class action lawsuits against them in case of any disagreements/disputes with their tenants. I hope that I am the only person they have tried to do this to, but I suspect that they have done this to other former residents also.

• Initial Complaint

  Date:01/25/2023

  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 am filing a complaint against greystar properties who the complex madera at metro is under - the management has refused to fix my heat. I requested my heat be fixed on 12/30/22 when I turned in my 60+ day notice to vacate. They did not fix my heat that Friday or any other day it is now 1/3/22 that day they have returned to the office and I have no received any communication about my heat being off in the middle of the winter. This is illegal and I am fed up with this complex and their horrible staff. Not to mention in the summer my a/c went out and I had to call the police just for them to fix it after they hung up on me and said I have to submit it in writing when I was standing in their office. This is completely illegal and they are getting away with making people suffer in unlivable conditions. It is January and my heat does not work - in august my air conditioning did not work. They do not care about anyone but themselves and the maintenance team does NOT answer the emergency line. These people won’t even fix a toilet paper roll holder that has been broken since I moved in. Completely unacceptable

• Initial Complaint

  Date:01/25/2023

  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.

  Waiting for further information

  Business Response

  Date: 01/17/2023

  Thank you for bringing these concerns to our attention. We strive to provide excellent service to our residents at Greystar. However, a Community name has not been provided. If you would like to provide a community name, please do so to enable us to research this matter and work toward a resolution.  Thank you.

  Business Response

  Date: 01/18/2023

  Thank you for that information. 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: 01/25/2023

  Greystar property management kept last months rent held on moveout from 18350 N 32nd Street Apt 160 siting a fake fee "Market Rental" fee of $1570.65 along with a $255.75 "carpet replacement fee" when the carpet was freshly shampooed and cleaned by myself and no issues except normal wear and tear. I have enclosed pictures of the refrigerator and oven which I cleaned and were spotless. In accordance with A.R.S 33-1321 E which states: If the landlord fails to comply with subsection D of this section, the tenant may recover the property and money due the tenant together with damages in an amount equal to twice the amount wrongfully withheld. they now owe me the original amount of $1694.59 along with a penalty of 2x that amount for a total of $5083.77

• Initial Complaint

  Date:01/24/2023

  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 completed an application for a lease on 1/24/2022. I worked with Leasing Professional, Christina G******, to rent an apartment at 1414 Texas Downtown apartments. She informed me that an apartment became available due to an unexpected move out, but my move-in date was uncertain. I told her that I wanted additional clarity on the specific move in date before I paid the application and administrative fee since I would be moving from out of town. She told me my application wouldn't be approved until I paid the $275 application and administrative fee. The funds were to hold the apartment and run a background check. On 2/2/2022, she finally said she knew when the apartment would become available. I decided to move into another complex because over a week had passed and she couldn't provide me with a specific move in date. In May 2022, I received a letter that the $275 debt from the administrative and application fee was taken to collections.

• Initial Complaint

  Date:01/18/2023

  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 lived at a Greystar managed property called Harborview for about 2 years. I moved out on November 21, 2022. I received my deposit back statement which I will attach for the amount of $527.97
  It’s now January 18th and I have called multiple times and they say they’re working on it and that everything is backed up. At this point I’d like twice of my original deposit back for the delay totaling $2000

• Initial Complaint

  Date:01/17/2023

  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.

  I’m filing a complaint because I have lived for three years at Riviera at Seaside properties I had to file a small claims report against them because their construction company damaged my vehicle during the construction process which was unregulated and had some minor children working on the site I took them to small claims and they ended up compensating me for both my garage space that was blocked in as well as for repairs on the vehicle so with that i wad satisfied . every time at renewal I get a form attached to my door with renewal options . I had already spoke to Kate the manager and she was well aware that I was going to renew as we had a conversation about it when I called her instead of getting the renewal what I got was no response and then on an email it said I had to move out on the first so I contacted and replied I did not get a message back then I separately emailed Kate directly asking her what the confusion was and she replied with a PDF form showing delivery and certification however I never received or signed for anything.. I contacted corporate office and a lady contacted me and essentially told me that I was not given the chance at renewal and I was sent a nonrenewal. She would not give me any information she did not even know the history of the small claims filings I have not had my air filter changed in months I am living here with my dog for over three years and I’m scared about being forced to leave over retaliation forme filing small claims . The lady hung up on me after I asked to speak to a manager

• Initial Complaint

  Date:01/13/2023

  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.

  Crime ridden.
  Oasis at Piney Pointe has cameras everywhere and gates are always on. Saw a person last night kicking in the fence to enter the community next door to us. Super scary and That fence is always being broken as well. We've had packages stolen by other residents, gun shots, and the office lets these people continue to live here. The office refuses to even review camera footage for our own safety. I feel very unsafe living here and can not believe greystar has such little regard for life. The fence is rotted and constantly broken, gate is open, scary place to live.