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:09/12/2025

  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.

  I submitted a 60-day notice on June 4, 2025, to vacate my apartment (Unit #165 at Stadia Med Main) with the move-out date being August 4, 2025. On June 13, the property management asked me to cancel the notice so I could transfer to another unit. The transfer did not occur. Despite this, in my final move-out statement I was charged a “reletting fee” of $951.15 and other damage and carpet charges that seem excessive. I was not given receipts/photos for many of the “damage” charges. I believe the reletting fee is especially unjust because when I asked if I could keep the apartment, I was told the unit was already leased out. I have contacted the property, the corporate receivables department, and corporate office multiple times via email and phone without satisfactory resolution.
  
  Desired Outcome:
  Have the reletting fee removed.
  • Provide itemized receipts and photos for all damage / carpet / other repair charges.
  • Adjust my final balance to reflect only valid charges.
  • Confirm that this account will not be reported to credit bureaus or sent to collections based on disputed and improper charges.

  Business Response

  Date: 09/15/2025

  Hi ******,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about your experience with the final billing process following your move-out from Stadia Med Main, particularly regarding the reletting fee and other damage-related charges.
  We’ve contacted the on-site team at Stadia Med Main along with their leadership team so they can review the circumstances around your notice, the failed transfer, and the charges included in your move-out statement. A Greystar representative will be in touch with you directly within the next 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/12/2025

  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 husband and I were tenants of this property at Cantata at the trails in Albuquerque, NM. We turned our keys in on April 10,2025. This is because our family was growing and they don’t offer more than 3 bedrooms. On April 7th, we got our townhouse carpet cleaned professionally per our lease agreement. When we got our final statement they charged us for the replacement of the carpet. When I questioned this they said it smelled like our dogs and was crunchy. This is not the case and I asked for proof. I have a letter from Stanley Steemer, stating the condition of the carpet and the process done and state of the townhouse. When I asked for proof and evidence they said it was the word of the property manager and nothing else they had. However, I have pictures and the letter showing soft carpet and odor free. Now this has gone to collections. They also charged us for termination fees but we believe they are in violation of New Mexico law. They also charged us for a light fixture, which was under the upstairs bathroom sink where their maintenance man put it because we had a work order put in due to the light not working with the light cover on.

  Business Response

  Date: 09/12/2025

  Dear ******,
  Thank you for taking the time to share your concerns. We’re sorry to hear about the frustration you’ve experienced following your move-out from Cantata at the Trails.
  We’ve contacted the onsite and regional leadership teams for Cantata at the Trails so they can investigate your concerns regarding the charges and collection activity. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/11/2025

  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.

  When i was living at hub Madison, they had a glitch in the payment system and charged me monthly rent twice. I talked to them five times trying to get it fixed. However, after a month, Greystar, their headquarter company, called me, stating that I owe Greystar an outstanding amount of $1800. I immediately told them it was a mistake and I can prove I paid my rent, but they refused to check and threatened that I need to pay the amount within 24 hours or they will take me to court.
  
  Another terrible incident happened today. I should be getting my security deposit refund of $1,535. There was another glitch in the system and I did not get my refund. Hub front desk acknowledged another previous tenant is also having a hard time getting refund. When I went to their office today, they dismissed me with sticky note with "www.transcard.com/contact" and told me to go call someone else. As I've already checked with refund company and Greystar, both claiming only Hub can make action from here. The manager jumped in, did not bother to ask the full story, and claimed there was NOTHING Hub can do to get my refund back. When I explained why that is not true, she kept interrupting me, said "WILL YOU STOP TALKING" multiple times. She also did a shush gesture and yelled "SILENCE!" to my face. Ironically, she eventually acknowledged that Hub actually can fix it by simply emailing the refund company with my consent. But she then refused to do it for me on scene and kept saying "I cannot talk to you". She then forced me to leave her "private property". It was incredibly offensive and traumatizing.
  
  During this time, I never shouted, pointed or used any profanity, and never made any ad hominem attack. Hub Madison manager dismissed me, lied about what they can do to keep me from getting my refund, insulted me and forced me out when I caught their lies. I am very traumatized by these experiences and demand proper compensation as well as apologies from Hub manager.

  Business Response

  Date: 09/12/2025

  Dear ******,
  Thank you for bringing your concerns to our attention. We’re very sorry to hear about your experience with both the payment system issue and your recent attempt to resolve your refund at Hub Madison.
  We’ve escalated your concerns to Greystar’s corporate and regional leadership so they can review what occurred and follow up on your refund and interactions with onsite staff. A Greystar representative will contact you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/11/2025

  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.

  We moved out of a Greystar property in 2022 and were never given a move out invoice. We had assumed that since we didn’t receive anything in the mail, that meant we didn’t owe any money to the property. Flash forward to 3 years later and we receive emails from Greystar collections saying something along the lines of “thank you for moving out, you owe us $XYZ”. I emailed the apartment complex we lived in and they told me they would review once and another time to disregard if we haven’t lived there in 3 years. Then I receive something from Greystar corporate again, I email them and let them know there must be a mistake since we haven’t lived there in 3 years. They tell me that they’ve sent this fee to a debt collection agency and I need to deal with the debt collectors. I then contact the debt collectors to contest the charge and never hear back. Months later this hits my credit report that I’m delinquent when I’ve never seen any charges or an invoice from the apartment complex. They kept our entire deposit and we’re supposed to waive cleaning as the apartment we moved into was never cleaned or fixed up prior to our move in. I have tried calling Greystar and still get no response.

  Business Response

  Date: 09/12/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns. We’re sorry to hear about the difficulty you've experienced regarding a collection account related to your former Greystar residence.
  We’ve contacted Greystar’s corporate team to investigate this further. A representative will follow up with you directly within 10 business days to review the charges and discuss next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/11/2025

  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.

  I moved into a Greystar property doing business as Avana Portico on July 11, 2024, and immediately noticed several issues with the condition of Unit ****. Before bringing in any furniture, I took photos to document the pre-existing problems. I promptly notified the property manager, and while some of the concerns were addressed, others remained unresolved throughout my tenancy.
  
  Upon vacating the unit on July 11, 2025, I ensured the apartment was thoroughly cleaned. I anticipated the return of my security deposit; however, instead of a refund, I received a notice from the property manager listing charges I believe are completely unjustified. These charges appear retaliatory in nature, likely in response to a negative but honest review I posted about my experience.
  
  The most concerning charge was for the alleged replacement of the carpet due to "damage." I strongly dispute this claim. As the sole occupant, the only wear on the carpet was from normal foot traffic primarily due to dirt tracked in from the poorly maintained breezeways and stairwells. There were no spills, stains, burns, or other damage beyond typical use. Standard procedure involves a simple carpet cleaning, not a full replacement.
  
  I provided photo evidence showing that the floors were already damaged when I moved in and that the unit had not been properly cleaned prior to my arrival yet I received no adjustment for having to clean it myself. Despite this, I am now being charged for cleaning and damages that were pre-existing or fall under normal wear and tear.
  
  I believe these charges are being used to unfairly withhold my security deposit. I am requesting that Greystar/Avana Portico provide a detailed breakdown of the alleged carpet replacement, including receipts, and contractor invoices. I am also requesting that this matter be reviewed by a neutral third party or escalated to corporate management for a fair resolution.
  
  Thank you for your attention to this matter.
  
  Sincerely

  Business Response

  Date: 09/12/2025

  Dear ******,
  Thank you for taking the time to share your concerns. We’re sorry to hear about your experience following your move-out from Avana Portico.
  We’ve reached out to the onsite and regional leadership team for Avana Portico so they can review your concerns and supporting documentation regarding the carpet replacement and move-out charges. A Greystar representative will contact you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/10/2025

  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.

  Issue: we are due a security deposit refund of $407.93. We moved out of the Mosaic Apartments on Jul 12, 2025 and as of August 29, 2025 we still haven’t received our refund. According to our lease, we're to receive our refund within 21 business days of move out. We've had issues with our stay at the Mosaic, and we feel that this may be discriminatory or retaliatory.

  Business Response

  Date: 09/12/2025

  Dear ****,
  Thank you for reaching out and sharing your concerns. We’re sorry to hear that you have not yet received your security deposit refund following your move-out from Mosaic Apartments.
  We've contacted the onsite team and leadership at Mosaic Apartments in San Jose so they can investigate your refund status and any related concerns. A Greystar representative will reach out to you directly within 10 business days to provide a response.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/10/2025

  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.

  They are charging me an unreasonable move-out fee and they transferred it to a Debt Recovery. First, the $15 fee in that move-out statement should be waived long time ago. I have the confirmation email from the Apartment saying this was a system error and they said they would waive this before the move-out date. For the cleaning fee, the photos attached in their email aren't true. That's not the condition of the apartment when we move-out. We went to the Management Office to request walkthrough many times on and before the Move-Out Date, but they said they didn't have time and that we didn't need to do this. Also, they never provided us any invoice for the fee. For the microwave, the photo attached in their email isn't true. That's not the condition of the microwave when we move-out. And it's not “burned”, I personally even used it on the Move-Out date. Also, what microwave of that model costs $200? They never provided me any invoice for this.

  Customer Answer

  Date: 09/11/2025

  Property address: 420 E Ohio St Apt 34E, Chicago, IL 60611

  Business Response

  Date: 09/12/2025

  Dear *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration you’ve experienced regarding the move-out charges and the handling of your final account at 420 East Ohio.
  We’ve contacted the onsite team and regional leadership for 420 East Ohio so they can look into your concerns. A Greystar representative will reach out to you directly within 10 business days to discuss the matter further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/10/2025

  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.

  In April 2025, I applied and was approved to prelease a unit at Summit at Renaissance Park under the prior management company. At that time, I was invited to register, set up a leasing account, and was provided with a June 2025 move-in date. I relied on this approval in good faith, ending my current lease (which expired July 31, 2025) and making financial/life arrangements to relocate in June.
  
  In May/June 2025, Greystar assumed management of the property. I was not informed of any change to my move-in until July, when I was told the new move-in would be delayed until October 2025. I was further told by the assistant property manager that my only option was to either cancel my application or wait until October, leaving me without housing in the interim. I have both email and printed documentation showing my original approval and confirmation of the delay.
  
  This situation has caused me not only financial harm (the cost of unexpected temporary housing) but also emotional stress and turmoil due to housing instability and poor communication. Greystar, as the new management company, inherited responsibility for pending applications and failed to provide adequate alternatives or support.

  Business Response

  Date: 09/10/2025

  Hi ****,
  Thank you for sharing your concerns with us, and we’re very sorry to hear about the frustration and disruption you experienced regarding your planned move to Summit at Renaissance Park.
  We understand how difficult this situation has been, especially with the timing of your lease ending and the lack of earlier notice around the October move-in delay. We’ve reached out to the local team at Summit at Renaissance Park, along with property leadership, so they can investigate the situation further. A Greystar representative will follow up with you directly within the next 10 business days.
  We appreciate your patience as the team looks into this.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/08/2025

  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.

  The end of my lease was August 30th, 2025. My lease agreement states that my deposit was $1,100. This included $500 pet fee when I moved in. The statement given to me only showed an amount of $850 to return. I received a paint fee of $475, minus normal wear and tear. I requested visual evidence of this on 9/4 and I have received zero returned phone call or e-mail (I sent two e-mails and called twice). I have video taken 8/29 which shows the walls to be in good shape. I requested a final walk through be completed in 8/30/2025. When I asked about the form in person on 7/30/2025, I was told as long as I come to the office prior to 3pm this would be fine. I showed up on 8/29/2025 around 1:30pm and asked if there was someone to do a walk through. I was told that the manager was on lunch and would not return until 2:30, for which I had to meet a worker at my house for 2:30. I was then told that I could not do a Saturday walkthrough as management was not available. I was denied the walk through I had requested a month prior, which is illegal in the state of CA.
  I also was charged $210 for cleaning, which I spent approximated 6-7 hours deep cleaning the apartment, including the fridge, stove top, oven, bathrooms, showers, toilets, and even pulled the filter out of the dishwasher. I scrubbed walls, baseboards, and even used magic erasers to remove marks, other than ones that needed to be painted over. I would like evidence provided that it took another 9.69 hours to clean.
  I would like to request these items be explained in more detail, with receipt, and a justification of those charges was well. I provided evidence that my dog was an ESA and technically my $500 pet deposit should have been returned during that time, but it was not.
  I am a very clean person, I take pride in my care, and I’ve never been charged more than $50-100 for any rental unit out of my deposit.

  Business Response

  Date: 09/09/2025

  Dear ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the issues you've encountered regarding your deposit refund and move-out charges at Blossoms at Brentwood.
  We've shared your complaint with the property team and their leadership so they can review your concerns in more detail. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:09/08/2025

  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 was a tenant at Berkeley Central apartments owned by Greystar, Apt 204, 2055 Center St, Berkeley 94704 from 10/28/23 until 07/27/2024. A security deposit of $1000 was paid on 10/28/23.
  Berkeley Central was required to return the security deposit within 21 days after I had vacated the premises. A partial refund was provided of $596.22 on 8/22/24, past the appropriate time to refund the security deposit. The remaining security deposit was withheld, claiming it was for apartment cleaning, painting, and carpet cleaning. However, I cleaned the unit and left it in the same condition as move-in. I have made multiple attempts to contact Berkeley Central by email, phone, and have waited for a response, however, I have not received any response to my emails asking for the full refund of the security deposit.

  Business Response

  Date: 09/10/2025

  Hi *********,
  Thank you for reaching out and sharing your concerns regarding your deposit refund from your stay at Berkeley Central.
  We're sorry to hear that the refund process has been frustrating and that you've had trouble getting in contact with the onsite team. We’ve reached out to the team at Berkeley Central, along with their leadership, so they can look into this further and follow up directly. A Greystar representative will be in touch with you within 10 business days.
  We appreciate your patience as they investigate your concerns.
  Sincerely,
  The Greystar Team