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

• 

  47 Hundred Retail

  4700 Telegraph Avenue Oakland, CA 94609

• 

  50 Jones

  50 Jones Street San Francisco, CA 94102

• 

  Admirals Cove TRS

  250 Mosley Avenue Alameda, CA 94501

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  The Bay Apartments

  2133 Stockton St San Francisco, CA 94133

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:11/20/2025

  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 reporting unresolved issues at my apartment community. Since July 2025, marijuana smoke and chemical odors have been entering our master bedroom, bathroom, and hallway from the unit above. The issue worsened in August and became unbearable by mid-September, causing throat burning, migraines, and breathing issues. Although the property is advertised and leased as smoke-free, these conditions have made most of the apartment unusable. We are limited to one bedroom, and due to weather and security, cannot keep doors or windows open to vent the odor.
  We reported the issue in early October in person and were asked to email. Our Oct 8 email was ignored. We followed up on Oct 11 and received a reply on Oct 14 requesting details. We documented all affected areas, odor entry points, and provided images, sending this again on Oct 26. Follow-up emails on Nov 11, 12, and 18 received no response.
  Office visits:
  • Nov 7: Assistant manager said he needed to speak with their lawyer; no update.
  • Nov 15: Only leasing staff present.
  • Nov 17: After waiting an hour, we were told to return the next day.
  • Nov 18: Manager said she doesn’t handle these issues and told us to call the police.
  
  We explained this is happening inside our unit due to ventilation and neighboring activity, and we cannot safely live here—especially with my pregnant wife and our soon-to-be-born baby. We simply need a safe unit where we can breathe, live, work, and sleep. In other communities by the same company, inspections with notice were standard, so this response was unexpected.
  
  Additionally, our microwave outlet has failed for four months despite multiple repairs and replacements.
  We pay over $1700/month for a 2B/2B yet cannot reasonably live in it. This has affected my work and my pregnant wife’s health. After 2.5 years of good tenancy, we request enforcement of the smoke-free policy and resolution of the maintenance issue.
  There are more details, timelines, emails, and photos I can provide if needed.

  Business Response

  Date: 11/20/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the ongoing smoke intrusion and maintenance challenges you've experienced at Finisterra on Grove, and we understand how serious these issues are—especially with your wife’s health and safety in mind.
  We’ve contacted the team at Finisterra on Grove along with their leadership team so they can investigate further. A Greystar representative will be in touch with you within 10 business days to discuss your concerns and next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/19/2025

  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 leased the apartment at The Argonne, located at 5650 Argonne St, apt 9208 Denver, CO 80249, from September 19, 2024, to August 18, 2025, under a lease agreement with Cortland Apartments. Greystar acquired the property in January 2025. I paid a security deposit of $750 when I signed my lease.
  
  I completed my lease and returned my key, fob and completed my move out paperwork on August 18, 2025
  
  On September 30, 2025, I spoke with Kathrine, a manager at the apartment complex, over the phone. Kathrine stated she would look into my security deposit and get back to me, but she never did.
  
  On October 20, 2025, I visited the apartment complex and spoke with Kathrine in person. After 30 minutes, Kathrine claimed the full deposit amount had been mailed over a month ago. However, she could not provide details about how it was sent or to what address. Kathrine said she would look into what happened to it and follow up with me. She never did.
  
  More than sixty days have passed since I completed the lease and surrendered the premises and I have received neither my security deposit nor any explanation for any amounts withheld. Under Colorado Revised Statute 38-12-103 (2), your failure to provide a written statement within the required time works a forfeiture of all your rights to withhold any portion of the security deposit.

  Business Response

  Date: 11/20/2025

  Hi *****,
  Thank you for reaching out and sharing your concerns. We’re sorry to hear you haven’t received your security deposit refund or a clear explanation following your move-out at The Argonne.
  We’ve contacted the team at The Argonne and their leadership so they can review your account and follow up. A Greystar representative will reach out to you within 10 business days to discuss your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/19/2025

  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.

  Complaint Summary for BBB – Crest at Altamonte / Greystar
  I am filing this complaint regarding serious habitability issues, incorrect move-out charges, failure to return my security deposit, and improper collection activity by Crest at Altamonte Apartments, managed by Greystar.
  During my tenancy, I experienced ongoing issues including:
  • Appliances that frequently malfunctioned or were never fully repaired
  • Persistent bug problems despite repeated reports to management
  • Poor professionalism and lack of communication from leasing staff
  After moving out, the property charged my household for full flooring and carpet replacement, claiming excessive damage. These charges exceeded our security deposit by $2,533. We formally disputed these charges in writing.
  Management later dropped all flooring and carpet charges and stated we were instead owed an $81 deposit refund. Despite this, they have not returned our deposit, no one has contacted us, and they have sent us to collections for charges they already acknowledged were invalid.
  I have filed two messages with Greystar Corporate and received no response.
  I am requesting the BBB’s assistance to ensure the following:
  Immediate removal of all collection activity and correction of any negative reporting.
  Immediate issuance of the $81 deposit refund owed to us.
  A written explanation from the property or Greystar regarding the errors and failure to communicate.
  This situation has caused unnecessary stress and has continued solely due to the property’s lack of response and improper account handling.

  Business Response

  Date: 11/20/2025

  Hi ******,
  Thank you for bringing this to our attention. We’re sorry to hear about the issues you experienced at The Crest at Altamonte, especially regarding the incorrect move-out charges, delay in receiving your refund, and any resulting collection activity.
  We’ve contacted the local and regional leadership teams for The Crest at Altamonte so they can fully investigate the situation. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/18/2025

  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.

  On September 14, 2025, I met with Property Manager Arianna P**** to discuss ending my lease early. I informed her I would vacate by September 29 and that my friend, ***** ******, was interested in leasing my unit. I asked for help understanding my lease options:
  • Paragraph 7.1 – Reletting (lower cost)
  • Paragraph 7.2 – Early Termination (much higher cost: two months’ rent)
  
  Although I already had a replacement tenant, Ms. P**** discouraged reletting—referring to it as “skipping out”—and steered me toward the early termination route. Based on this misleading guidance, I submitted a 60-day notice, not realizing it would later be used to justify keeping the apartment vacant until November 20.
  
  Later that same day, she emailed me a “conditional reletting” offer stating I could only use that path if I produced a qualified applicant by October 1. This was misleading. Since I had already found a tenant, I should have been informed that reletting was my legal right and the appropriate option.
  
  After researching my rights, I revoked my 60-day notice the next day and formally elected Paragraph 7.1 in writing. Management ignored my revocation and all follow-up communication.
  
  ***** attempted to apply for a November 1 move-in but was told the unit was unavailable until November 20 because I was still the “legal tenant.” He had to pay to extend his lease elsewhere, even though the apartment sat empty.
  
  Despite bringing in a new tenant myself, I’m being charged:
  • $1,472 reletting fee (even though no marketing efforts were made)
  • Full October rent (already paid) + Half of November rent
  • Utility and post-move charges after September 29, even though I vacated and surrendered the unit
  
  Greystar failed to mitigate damages as required by law and steered me into the most expensive lease-exit path. I respectfully request these charges be removed and that their handling of reletting options be reviewed for compliance with Texas law and ethical standards.

  Customer Answer

  Date: 11/19/2025

  The name of the property is Lantana Hills, 7601 Rialto Blvd., Austin, Texas 78735

  Business Response

  Date: 11/20/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the confusion and charges related to your early lease termination experience at Lantana Hills.
  We’ve reached out to the onsite and regional leadership team at Lantana Hills so they can investigate your concerns further. A Greystar representative will be in touch with you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/18/2025

  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 am filing a consumer complaint regarding a wrongful debt collection attempt. The original business is Mason & Main (owned by Greystar), and the collection agency attempting to collect is Columbia Debt Recovery LLC, dba Genesis. I do not owe the debt they are attempting to collect. I have documentation showing this, including an account statement from 05/29/25, an email thread with the assistant community manager of Mason & Main from 06/09/25, and a final account statement from 06/09/25. The collector contacted me demanding payment and is treating the alleged debt as valid. This violates Washington's Collection Agency Act (RCW 19.16) and the federal FDCPA. I have disputed the debt and requested validation, but the collector has continued collection efforts and has not corrected the issue. Further, I was not contacted by Mason & Main regarding this false debt before they sent my account and information to Columbia Debt Recovery LLC, dba Genesis. Neither party has responded to my multitude of emails, nor have they admitted fault and corrected this egregious error that could impact my financial future. I am requesting assistance from the Attorney General’s office to stop further collection attempts, ensure compliance with state and federal law, prevent any damage to my credit, and fine and/or otherwise penalize both parties for their wrongdoing so they do not continue to act in this manner against the best interests of their paying clients. I can provide all documentation as needed.

  Business Response

  Date: 11/19/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the collection activity and the confusion related to your account at Mason & Main.
  We’ve contacted the property and their leadership team so they can review your situation and follow up with you directly. A Greystar representative will be in contact with you within 10 business days.
  We appreciate you bringing this to our attention.
  Sincerely,

  The Greystar Team

  Customer Answer

  Date: 11/19/2025

  As per my signed lease agreement with Mason & Main, I
  moved out of my apartment on May 14, 2025. On June 9, 2025, I received an email
  from Tyler-M****** ***** – Assistant Community Manager of Mason & Main –
  with a final moveout statement attached. The moveout statement revealed a
  balance of $137.66. I responded to the email requesting the $170 cleaning fee
  be removed from the statement. The Assistant Community Manager emailed back
  confirming the $170 cleaning fee had been removed and attached a new final
  moveout statement indicating Mason & Main was responsible for refunding me
  $32.34. This refund of $32.34 was deposited into my checking account on June 25,
  2025. I received no further contact from Mason & Main. My last contact with
  Mason & Main was on June 9, 2025.
  
  On October 27, 2025, I received an initial notice from
  Columbia Debt Recovery, dba Genesis claiming I had been sent to their agency
  due to owing Mason & Main $137.76. Between September 26, 2025 and October
  27, 2025, $0.10 of interest had accrued. I responded to Columbia Debt Recovery,
  dba Genesis on November 3, 2025 disputing the debt. They replied on November
  10, 2025 with “validation” of the debt owed which included a moveout statement
  dated May 29, 2025 and my signed lease agreement.
  
  I have emailed both Mason & Main and Columbia Debt
  Recovery, LLC multiple times and have not heard back from either entity.
  

• Initial Complaint

  Date:11/18/2025

  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 have an outstanding balance from living at a property managed by Greystar. I lived at Greystar's property Adara in Phoenix, AZ. I moved out early before my lease ended, so there are costs I knew I was going to have to pay. However, I am being incorrectly billed for two costs: Renter's Insurance fees and rent for the month of May. The renter's insurance fees were added to my account for "not maintaining renter's insurance." However, I did maintain renter's insurance during my time at Adara and I am being incorrectly charged for it. In addition, I did pay rent for the month of May and I am incorrectly being charged $75 for May's rent. I have tried to explain my situation for months to the Greystar receivables department, but I have either been ignored or my documentation has not acknowledged. I understand that I am liable for the other costs on my statement, but the charge for May's rent and the renter's insurance fees ae incorrect. Since I only have the option to pay the balance in full, all I ask is that these two incorrect charges are removed from my account.

  Business Response

  Date: 11/19/2025

  Hi *********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the confusion surrounding your final charges from your time at Adara in Phoenix.
  We’ve contacted the property and their leadership team so they can investigate your concerns and follow up with you directly. A Greystar representative will reach out within 10 business days to discuss the matter further.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/17/2025

  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 am submitting this written dispute regarding the handling of my rent payment and the improper charges applied to my account. On November 17, 2025, at 1:29 PM, I attempted to pay my balance in full, including all applicable late fees. However, my payment is being held by the office and falsely categorized as a partial payment. I am also being charged miscellaneous legal fees related to an eviction filing, which violates my lease agreement. Per the lease, I am not responsible for any legal fees unless and until there is a court ruling in the property’s favor for summary ejectment. At this time, no such judgment exists. Mecklenburg County lists the court filing fee as $96, yet I am being charged an additional $295.59—an amount that cannot be properly explained by the community manager. I am formally disputing these charges and the refusal to accept my full payment, as both actions are improper and not in accordance with my lease or applicable county guidelines.

  Business Response

  Date: 11/18/2025

  Hi *******,
  Thank you for sharing your concerns with us regarding your experience at Cedar Flats.
  We’re sorry to hear about the issues you’ve described with your rent payment and the disputed legal fees. We’ve contacted the team at Cedar Flats and their leadership so they can fully investigate the matter. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns and provide further clarification.
  We appreciate your patience as the team looks into this.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:11/17/2025

  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.

  In 2024, I applied for an apartment here. There were some issues with my application online, so I reached out to "Diana" who was the manager at the time. We went over my application together on the phone. She said their system was down, to call back the next day.
  When I called back, she said she could see some information, and that she knows I will be denied due to some red flags that she saw. She said my initial screening showed too many previous addresses and that alone disqualified me from moving forward with my application. I accepted the answer and moved on to move into another complex.
  Fast forward to summer of 2025 and I now have a collection company coming after me for a move-in deposit fee of $500 that I was supposed to have paid to Skyview. I thought it would be an easy fix, just a case of misinformation. I have now been back and forth with the collection company and the apartment office (full of incompetent people!) For some reason, the collection company "Genesis" can't understand that, to require a move in deposit, I would have had to have moved in. Which I didn't, and they have proof of that. I've sent screenshots of my emails and the initial online confirmation of receiving my application and denying my application.

  Business Response

  Date: 11/18/2025

  Hello,

   

  Is this regarding Skyview in Airway Heights, or Skyview 3322 in Kent?

   

  Thank you,

  Customer Answer

  Date: 11/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is in regard to Skyview 3322 in Kent, WA
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 11/19/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the confusion regarding your application and the collection notice you’ve received related to Skyview 332.
  We’ve contacted the property and their leadership team so they can look into the situation and follow up with you directly. A Greystar representative will reach out to you within 10 business days to help clarify and resolve the matter.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/17/2025

  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.

  We are tenants at the Catherine Townhomes in Scottsdale and pay just over $2100 per month. As per our rental agreement and laws protecting tenants under landlord; repairs, especially those concerning potential health risks, are to be repaired in a timely manner, usually with some form of the repair starting within five days.
  
  Our roof has been leaking since late September early October and management was made immediately aware. They attempted to repair the roof around this time, but after a second rain proved that the roof was not repaired we had to reach back out.
  
  We informed management that the roof was still leaking about mid October and were told that someone would come out, no one came out.
  
  In the last week, I’ve attempted to contact management no fewer than six times in the last seven days and have been completely ignored. It has since rained which surely means moisture has gotten into the roof.
  
  I also believe their failure to follow through on their commitment to repairs as per the lease should result in some financial reimbursement as well.
  
  We have heard nothing from management and not only now need a roof repaired, but certainly need an inspection for mold and possibly abatement.
  
  I have attached some of the emails and a thread dating back to October showing their complete lack of written response and no attempt to come back and repair the roof although management acknowledged that it was not yet properly repaired in a phone call a while back.

  Business Response

  Date: 11/19/2025

  Hi Mr. ********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the unresolved roof leak and the communication issues you’ve experienced at The Catherine in Scottsdale.
  We’ve reached out to the property and their leadership team so they can review the situation and follow up with you directly. A Greystar representative will contact you within 10 business days to discuss this further.
  We appreciate you bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/17/2025

  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 am filing a complaint against Siena Apartments, managed by Greystar, regarding an incorrect and improperly applied $2,840.06 charge for allegedly failing to provide a 60-day written notice to vacate my apartment (Unit ****).
  
  According to the Texas Apartment Association lease for Unit ****, Section 25(c) requires the management to provide one written reminder between 5 and 90 days BEFORE the deadline for giving notice to vacate if they require more than 30 days’ notice. If this reminder is not provided within the proper time frame, the lease states that ONLY 30 days written notice is required.
  
  Siena Apartments confirmed in writing that my move-out date was August 27, 2025, and that the “reminder notice” they are relying on was mailed on September 9, 2025 — nearly two weeks after I had already moved out. A reminder sent after move-out cannot legally serve as the required notice under Section 25(c). Because no timely reminder was provided, the lease defaults to a 30-day written notice requirement.
  
  I called the community in mid-late July 2025 clearly stating our move-out plans, which falls well within the 30-day window and satisfies the written notice requirement under the lease when no valid reminder is issued.
  
  Additionally, when I requested a copy of my signed lease for Unit ****, management sent me the wrong lease entirely, further demonstrating administrative errors and inconsistent communication. I have repeatedly attempted to resolve this matter in good faith, but management has provided contradictory explanations and has now refused further discussion.
  
  Given the community’s failure to comply with the required reminder notice in Section 25(c), the late and invalid reminder they issued, and the repeated errors and inconsistencies in their communication, this $2,840.06 charge is being applied incorrectly.
  
  I am requesting that this balance be removed or significantly reduced and that this matter be resolved before any attempt at collection is made.

  Business Response

  Date: 11/18/2025

  Hi *****,
  Thank you for bringing your concerns to our attention.
  We’re sorry to hear about the dispute involving the notice to vacate charge at Siena Apartments and the confusion around lease communications. We've reached out to the property team and their leadership to review the matter and investigate further. A Greystar representative will contact you within 10 business days to follow up.
  We appreciate your patience as we work toward a resolution.
  Sincerely,
  The Greystar Team