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

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  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:08/03/2025

  Type:Order 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.

  Accolade Minneapolis- When we travelled from Florida to Minnesota looking for apartments the Accolade told us they were running a promotion $100 a month for onsite parking. We decided to go with this apartment complex because of that. My daughter has never been in snow & we wanted the security of onsite indoor parking. She shows up after driving from Florida & is told they didn’t send her the addendum & she doesn’t get parking. She has an hour to move in by herself & she will have to figure out parking. My husband is a disabled vet & is very protective of his daughter & would never have allowed her to move without this security.
  After 3 calls they tell us she is on the list & she can park 5 blocks away & now she is paying almost $20 a day for inconvenient parking & will go through her entire parking budget in a few days. We are desperate for help & honestly feel scammed & like we should have gone with the other apartment complex next door with parking onsite.

  Business Response

  Date: 08/04/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're very sorry to hear about the experience your daughter had upon move-in at Accolade Minneapolis, particularly regarding the parking promotion and the confusion around the addendum. We understand how frustrating this situation must be, especially after making a housing decision based on that offer.
  We've contacted the team at Accolade Minneapolis along with their leadership to investigate this matter further. A Greystar representative will follow up with you within 10 business days to discuss the situation and determine next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/02/2025

  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.

  This complete management team ignores every single request from tenants.

  Business Response

  Date: 08/04/2025

  Dear ******,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience with the management team at Brio Apartment Homes and that your requests have gone unanswered.
  We’ve notified the onsite team at Brio and their leadership so they can review the situation. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/02/2025

  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.

  I moved into this apartment complex two weeks ago and have not had access to my mailbox since I have moved in. They gave me two keys and they both did not work. They handed me the first key on my move-in day. That one didn’t work so I went to the leasing office and they gave me another key to try. That one didn’t work either. I’ve had packages delivered since I’ve moved in and my bills are in my mailbox and I have not had access to my mailbox at all. They have been giving me the runaround saying they need to catch the carrier for the carrier to unlock my mailbox and then for their maintenance staff to have to then change the locks. However, there is no one manning the desk at my apartment complex (so there’s no way for them to “catch the carrier”) so they left a note on my mailbox telling the carrier to report to their office where they sit throughout the day. The post office told me that the carrier will not go to a different address, they stay on their route, and they will not report to a different address to talk to the leasing agents and get this figured out. This has gone on for over a week now where the leasing agents tell me that they have not seen the mailman so this issue is not-resolved and they keep telling me that there’s nothing they can do. I’ve been to the post office twice now and given them my name, my number my mailbox number. I have stopped to talk to the leasing agent every day after work. Post office said leasing agent needs to wait for the carrier so the carrier can be present when theyunlock it so then the locks can be changed however, my leasing agent is telling me that they will not send someone to wait for the carrier all day. So ultimately, I haven’t been able to get into my mailbox and get any of my bills, my mail, or my packages. I have not been able to receive any that were put in there since I’ve moved in and the leasing agents are not doing anything to resolve this issue when they are the ones that gave me the keys that do not work.

  Business Response

  Date: 08/04/2025

  Hi *********,
  Thank you for sharing your concerns with us. We're sorry to hear that you've been unable to access your mailbox since moving into 42 Magnolia and understand how frustrating this must be, especially with important mail and packages waiting.
  We’ve contacted the team at 42 Magnolia and their leadership so they can investigate this further. A Greystar representative will reach out to you within 10 business days to follow up directly and work toward a resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/01/2025

  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.

  I am writing to formally file a complaint about my recent attempt to rent an apartment at The
  Riv in Denver, CO, a Greystar-managed property.
  
  June 12, 2025
  • Application was denied due to “Rental History Does Not Meet Property Requirements" due to a $267 “non-rent write-off” from Archer Tower (which I rented with from April 2022 – April 2023).
  • I contacted the former property managers and confirmed they have no record of me owing a balance.
  • I provided this documentation from Local by Laramar to The Riv and the screening company (RentGrow) in a dispute.
  
  July 9, 2025
  Staff members repeatedly told me that my application was “moving in the right
  direction,” and even sent me a “Welcome Home” letter with a move-in date of August
  7th, 2025, and rent details.
  
  July 10, 2025
  It was suggested I pay a $1,500 non-refundable “deposit” to a third-party
  guarantor company in order to bypass the screening issue, despite the debt being proven
  false. This felt predatory, especially given the relatively small amount in question and my
  documented good rental history.
  
  July 17, 2025
  After my dispute was denied, I was told by the leasing team that the regional manager had overridden the denial and that my application was “100% approved.” I was instructed to expect my lease shortly.
  
  July 18–21, 2025 – Sudden Reversal
  • The following business day, I was told there was an “IT issue” preventing the override
  from being processed, but that it would be solved by Monday.
  • On Monday, the story changed again and I was told the regional manager could not override the screening, and that I would need to resubmit the dispute to RentGrow, starting the process over.
  
  July 23, 2025
  • Despite RentGrow making it clear that properties set their own exclusionary criteria, The
  Riv continues to insist that they had no way to approve my application without restarting
  the dispute, which takes up to 30 days, effectively ending my chances to move in on the
  promised date.

  Business Response

  Date: 08/04/2025

  Hi ******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the frustration you experienced during your application process at The Riv, especially regarding the screening dispute, the shifting communications about your approval, and the confusion around the guarantor requirement.
  We’ve contacted the onsite team at The Riv in Denver, along with regional leadership, so they can review your concerns and follow up. A Greystar representative will reach out to you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/01/2025

  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.

  I’ve been a resident at the Interurban Building in Dallas, Texas, for over 10 years. The building is managed by Greystar, and during my tenancy, I’ve experienced ongoing, unresolved maintenance issues that have consistently impacted my ability to live safely and comfortably in the unit.These issues include repeated HVAC failures, plumbing leaks, water damage, pest intrusions, and broken appliances. Many of these problems were reported multiple times, often with delayed or no resolution. Some work orders were even closed without any repair being done. Despite this, I have always paid full rent and received no meaningful follow-up or support.I escalated these concerns to both on-site staff and Greystar’s regional management, including a detailed email to Josie T*******, who did not respond. The lack of accountability and consistent failure to deliver basic property management services has been an ongoing issue throughout my time at this property.I am requesting a $2,500 credit to my account to reflect the extended periods where essential maintenance was not provided, and my unit did not meet the standards outlined in the lease. This is not a request for legal damages, but for a reasonable account adjustment based on services not delivered over a prolonged period.Proof of the history of these maintenance issues and previous complaints has already been submitted to Greystar and is available upon request.I am asking for BBB’s assistance in helping resolve this matter and encouraging Greystar to take appropriate responsibility.

  Business Response

  Date: 08/01/2025

  Hi *******,
  Thank you for bringing your concerns to our attention, and for your continued residency at the Interurban Building. We're truly sorry to hear about the persistent maintenance challenges you've faced and the frustration it's caused over time.
  We've contacted the onsite team and regional leadership for Interurban Building so they can review your concerns in detail and follow up with you directly. You should hear from a Greystar representative within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/31/2025

  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 need assistance with getting my security deposit returned to me from The Victor, a Greystar community. I toured The Victor located in Seattle, WA on 6/20/25, when I was told that one of the amenities available is one assigned parking space in their parking garage for an additional fee of $320/month. I paid an application fee and a deposit fee of $500 for a one bedroom as parking was one of the main amenities that I was looking for. Unfortunately, when I received the lease to sign, the information I was given was false. I spoke to a Victor representative about it and was told that the assigned parking space in their parking garage is only available for those renting two-bedroom apartments. Thus, I did not sign the lease and was told over the phone and in writing that I would receive my $500 deposit within 30 days. However, it is now 7/31/25, and I have yet to receive it. I reached out to The Victor several times prior to this via email and did not receive a response. I also received a certified mail from The Victor, dated 7/10/25, with a statement showing that the $500 is to be refunded to me. I finally received a response after emailing the CEO of Greystar on 7/28/25, as well as a representative from the Victor, indicating that there was an oversight and that I should receive my refund in THREE weeks. I asked my refund be overnighted since it was their error. They stated they have no control over the mail. Even after asking for my refund to be overnighted via Fed Express, they are still refusing. I would like to file a formal complaint. What options do I have to get my refund sooner?

  Business Response

  Date: 08/01/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay in receiving your $500 deposit refund from The Victor, especially after being told it would be returned due to the parking miscommunication.
  We've contacted the onsite team at The Victor in Seattle along with their leadership team so they can investigate and follow up. A Greystar representative will reach out to you directly within 10 business days.
  We appreciate your patience while the team looks into this.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:07/31/2025

  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.

  I moved into this complex about four months ago. Last month I had my master bedroom while tore down due to mold moisture and a failing water heater. The apartment is infested with cockroaches. My refrigerator leaks water since day one.
  
  I pay $3500 a month to live in a complex that is infested with cockroaches, has mold issues and has faulty equipment. Maintenance team on site can do very little as the owner and property manager put profit over humane living environment. I asked the property manager for a new refrigerator and he has refused. The Manager refused to reimburse me or reduce rent since I had my apartment remediation done.
  Greystar owner and Property Sr. Manager market a healthy clean living environment which is all false. For 3500.00 dollars a month, tenants should not have to live with cockroaches, have mold and moisture in the walls which cost me my Masterbedroom use, and have to deal with leaking refrigerators.
  
  The misleading tactics used so to lure consumers in, falsifying clean safe environments, not making public the cockroach infeststion and providing co summers with Lemon Like Refrigerators and refusing to purchase a new refrigerator amounts to fraud. I would have no problem paying 2500.00 for a cockroach infested, mold infested apt with bad appliances because of the cheap rent.
  
  
  Greystar and Sr. Property Management are misleading the public and have fraudulent buisness practices.

  Business Response

  Date: 08/01/2025

  Hi ******,
  Thank you for bringing these issues to our attention. We’re sorry to hear about the concerns you've experienced during your residency at The Franciscan, including the mold remediation, appliance condition, and pest issues.
  We've contacted the onsite team and property leadership for The Franciscan in Campbell so they can investigate the situation in full. A Greystar representative will follow up with you directly within 10 business days.
  We appreciate your patience while the team works to address your concerns.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:07/31/2025

  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 am filing this complaint against Greystar Real Estate Partners and their managed property, Alta Greenway Apartments in Houston, TX, due to the unacceptable way they mishandled my rental application and their refusal to issue a refund for services never rendered.
  
  I applied for an apartment at Alta Greenway and paid both the application fee and administration fee. Despite following the process and submitting everything required, my application was never processed. The leasing office failed to communicate with me entirely. I reached out multiple times and received no updates, help, or clarification.
  
  Because of this, my family and I were left without housing for 10 days. We were forced to find another apartment under significant stress and urgency due to the negligence of Alta Greenway’s leasing staff.
  
  I only received a response after leaving a one-star ****** review, and even then, it was not a sincere attempt to resolve the matter. When I called Greystar’s corporate office in Houston, I was treated dismissively, given contradictory information, and ultimately had the phone hung up on me without being allowed to explain my side.
  
  At this point, I am demanding a full refund of the application and administration fees I paid, as I never received the service those fees were supposed to cover (my application was never reviewed or processed).
  
  I would prefer to resolve this without having to dispute the charges through my bank, but I will not hesitate to do so if no action is taken.

  Business Response

  Date: 08/01/2025

  Hi *******,
  Thank you for sharing your concerns with us regarding your
  experience at Alta Greenway Apartments. We're sorry to hear about the lack of
  communication and frustration you encountered during the application process.
  We’ve reached out to the onsite team and regional
  leadership for Alta Greenway so they can investigate what occurred and ensure a
  Greystar representative follows up with you directly. You should expect to hear
  from someone within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/31/2025

  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.

  Greystar Real Estate Partners, LLC unlawfully escalated a disputed billing matter to a debt collection agency without validating the debt or responding to repeated written disputes.
  
  I am the guarantor for my daughter’s student housing lease at Tropicana Gardens in Goleta, CA. She moved out on June 16, 2024, with written approval for a one-night extension beyond the required June 15 move-out. In October 2024, we received billing statements from Greystar that included questionable charges—specifically, full base rent for June and an ambiguous damage fee.
  
  Between October 2024 and January 2025, I submitted multiple written disputes requesting clarification and supporting documentation. Greystar never responded with any explanation or evidence. Instead, they issued a “final notice” threatening to send the account to collections—without resolving the dispute.
  
  On July 21, 2025, we received a notice from Genesis Credit Management, a third-party collection agency, stating the account had been escalated. A Greystar representative, Cristina, then called directly, repeatedly insisted on payment, refused to answer questions, and hung up when I asked for details. Neither Greystar nor Genesis ever provided proper debt validation or made any effort to resolve the issue.
  
  These actions appear to violate federal and state consumer protection laws, including the Fair Debt Collection Practices Act (FDCPA), the California Rosenthal Act, and the California Consumer Legal Remedies Act (CLRA).
  
  This type of conduct—especially involving student tenants and families—is deeply concerning. We request that Greystar cancel the collection, issue a formal apology, and review their practices to prevent further harm to other consumers.

  Business Response

  Date: 07/31/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re very sorry to hear about your experience regarding the billing and collections process following your daughter’s move-out from Tropicana Gardens in Goleta, CA. We understand how frustrating it can be to receive charges that feel unclear or unsupported, especially after multiple attempts to dispute them.
  We’ve contacted the Tropicana Gardens property team and their leadership so they can investigate the situation further. A Greystar representative will follow up with you directly within 10 business days to discuss the matter and work toward a resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/30/2025

  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.

  My husband and I moved into our apartment at Pacific Vista on May 9th. We were not provided a tour as previously requested and they did not provide us with extra keys or upkeep as was promised. When we first moved into our apartment, a shelf immediately broke due to poor craftsmanship. Then rats appeared in our garden from our neighbors leaving trash in the front yard. We were charged an $8 pest control fee and it took them over a month to fix the shelf.
  Then we had a gas leak from our heater that was clearly from the 60s. It was red tagged by pge and they took two weeks to fix it. Additionally our microwave broke. We were told it was electrical. It has been over thirty days since we had a working microwave. All of these problems happened within the first two months of living here. They have broken multiple laws and caused undue stress as I am pregnant and forced to follow up with them constantly.

  Business Response

  Date: 07/31/2025

  Dear *****,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about the delays and challenges you've experienced since moving into Pacific Vista, including maintenance issues and the stress this has caused.
  We’ve contacted the onsite team and leadership at Pacific Vista so they can investigate and work toward resolving these concerns. A Greystar representative will follow up with you directly within the next 10 business days.
  Sincerely,
  The Greystar Team