ComplaintsforGreystar

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a resident at Traverse Apartments (managed by Greystar) up until July 2, 2023. I received a final statement via email on July 30, 2023 for additional charges that they applied while moving out. Specifically the charges that I have an issue with are their $90 cleaning fee and $127.50 painting fee. I spent hours cleaning the apartment before move out and took pictures as well. Nothing could've consistituted anything close to these charges. I communicated back and forth with Lauren M****** (Specialist, Receivables Department at Greystar) asking for clarification on why these charges were applied, but she never responded to my email in August 28th with questions about these charges. From the information I was provided by her, it looks like every apartment is charged a $90 cleaning fee upon move out, but that is not stated in the lease. Further, the pictures that they provided of the apartment did not indicate that painting was necessary. After not hearing back from Lauren M****** for over 3 months, I get a notification from Genesis (a debt collections company) that Traverse Apartments has sent them the outstanding balance to collect from me. I've told Genesis that they should work this out with Traverse Apartments, but they continue to contact me. On January 30, 2024 I reached back out to Traverse Apartments about this to connect with someone besides Lauren McClung. They replied with a short message that the account is now with Genesis Credit Management and to contact them. On March 3, 2024, I emailed them back to say that I will continue directing Genesis's requests to them (Traverse Apartments) because there's no additional information that I can provide to Genesis. I have not heard anything from Traverse Apartments since then. Traverse Apartments says I owe them $76.38. -$76.38 + $90 (cleaning charge) + $127.50 (painting charge) = $141.12, which is how much I believe they owe me.

  Business response

  04/18/2024

  Hello ********,

  
  Thank you for bringing this to our attention. We have contacted our accounts receivable department to thoroughly investigate the charges in question. We will follow up with you once we have more information.

  Best,

  The Greystar Team

  Business response

  04/19/2024

  Hello ********,
  
  Our accounts receivable team has informed us that all relevant pictures and invoices were sent to you on August 15, 2023. We have attached these documents for your reference. If it helps resolve the issue, we are prepared to ask the agency to close the file and remove this from your credit, given that the remaining balance is only $76.38 and we no longer manage the community.
  
  However, it has come to our attention that you are requesting a refund, which unfortunately, is not something we can assist with at this time. If closing the file does not fully resolve the issue for you, we must clarify that the balance was validated on the date mentioned, and any further disputes should be directed to the collection agency.
  
  Please let us know how you wish to proceed.
  
  Best regards,
  
  The Greystar Team

  Customer response

  04/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Please have the agency close my file and remove this from my credit. I will not pursue any refund afterwards. Thanks!
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Apartment building lost my UPS mail. According to tracking they signed for it. Girl was very nasty to me on the phone refused to tell me where my UPS envelope was insisting they don't have it. My UPS tracking receipt says they do. I was supposed to rent apartment and then because I'm in the military I was shipped to another state at last minute. My mail has to be sent now from this place to my new place. They should not have signed for my envelope or kept it. These are my cat litter coupons valued at $50 for two free bags. Nothing of value to anybody except very valuable to me. Cat litter company will not reship. This is very upsetting. UPS insists they dropped it off I talked to the driver even and he said he left it with this apartment building and it was signed for by the individual in the receipt. Please help me get my UPS envelope back with my $50 worth of coupons.

  Customer response

  04/18/2024

  600 main Street Worcester massachusetts  The building is called The 600

  Business response

  04/19/2024

  Hello ***,
  
  We apologize for the inconvenience and frustration caused by the situation with your UPS mail. We understand the importance of receiving your items, especially when they hold significant value to you. We are taking immediate steps to investigate this matter at The 600, including reviewing our mail handling procedures and speaking with the staff involved to locate your envelope.
  
  We will make every effort to resolve this promptly and will keep you updated on our progress. If we cannot retrieve your coupons, we will discuss how we can compensate you for the loss. Thank you for your patience as we work to sort this out.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented an apartment with 2 roommates at a Greystar property called Broadstone Olivine. Upon move out, they had sold the property, and the new property manager called me and told me that they were unable to reimburse our security deposit as they had no ties to Greystar and I would have to reach out myself. Our original security deposit was $500, and I have called them and left voicemails and online messages with no call back.

  Business response

  04/17/2024

  Dear ******,
  
  We understand your concern regarding the security deposit from your tenancy at Broadstone Olivine and apologize for any inconvenience you have experienced. To assist you effectively, we need some additional information.
  
  Could you please provide the dates you moved in and out of the apartment? Additionally, if you received any communications from Greystar regarding the refund of your deposit or any balances owed, could you share those with us?
  
  Thank you for helping us gather the necessary details to resolve this matter promptly.
  
  Best regards,
  
  The Greystar Team

  Business response

  04/18/2024

  Hi ******,

  Thank you for updating us. We have passed this along. We will follow up with you once we have another update.

  Best,

  The Greystar Team

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied to these apartments early March and was told by the office attendant that I will receive my check back if I was denied of getting the apt . They said that my money would return in 5-7 business days I have several emails and called several times . They have blocked my number I’m not able to get in contact with anyone. It has been a whole month since I have received the Admin fee back . As promised they said I would guranteed . They have been rude and I have still not received my money back .

  Business response

  04/17/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience you've experienced with the refund of your administrative fee. We have contacted the team at Crosstown Phoenix to investigate this issue further.
  
  We will get back to you as soon as we have more information. Your patience and understanding are greatly appreciated as we work to resolve this.
  
  Best regards,
  
  The Greystar Team

  Customer response

  04/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: Know one still has not reached out  to me via phone or email about my refund !
  
  Sincerely,
  
  ******* *******

  Business response

  04/19/2024

  Hello Ms. *******,
  
  We will update you on the status of your refund as soon as we have more information.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was denied approval, for residency at Flatz 602. Manager Irma Guzman reached out right away. Asked if I wanted to dispute I replied no since it was already under dispute w/ the property that was willing to ask what was going on. She proceeds to tell me No problem! You will receive an email from ********@smart-disburse.com (check your spam folder) and you can select for the refund to be directly deposited into your card, if you do not make a selection within 5 days from receiving the email, it will automatically be mailed out to the address on your application. I respond 3more times but all communication has been severed at the point on her end. That was 2weeks ago, when I’ve spoken w/ David who assured me he would have her reach out and makes sure she gets my message, no response, I’ve emailed multiple times no response. Now even I call I get an answering service during business hours but when applying they would answer all calls and emails same day. These ridiculous “Administration Fees” take 30 seconds to to receive and 30days to get back. They don’t even do the work 3rd party does, I would just appreciate someone telling me when I could get my $200 back. My credit has now been fully revised and the False Reporting removed! But the way I’m being treated is unwarranted, first time I’ve ever heard money can be deposited back to card, and maybe I misunderstood but I thought it would be an easier process! The lack of communication is beyond unfair now that I can be approved this isn’t a place I would want to live since no one ever seems to be “in office working”, I’m very pleased with the company I choose to move forward w/ since they seem to Always be available or at least the courtesy of returning calls or emails promptly! Shows good business and I’m Appreciative to say the least for it. I’m just honestly looking to see if this will get them to respond since my plethora of previous attempts were blatantly ignored for some odd reason! I appreciate your time!

  Business response

  04/17/2024

  Dear *****,
  
  Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the communication and the refund process at Flatz 602. We understand how important this matter is to you.
  
  We have reached out to the property management to inquire about the status of your refund. We will follow up with you as soon as we have more information. Your patience in this matter is greatly appreciated.
  
  Best regards,
  
  The Greystar Team

  Customer response

  04/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I’m just happy that someone heard me, it’s a horrible feeling being ignored. Don’t know what’s going on in reality Appreciate the time you guys took to read my message and to help me get this taken care of they say 14 to 22 days and we are on day 18 And nobody will return my calls Thank you for Greystar for your help. It means alot, I have enough going on. Have a great day and I’ll be waiting for the information I need!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi I was a resident here. I notified them I would be leaving 60 days in advance. They kept trying to get me to renew my lease because it was up March 23rd. I said we will not be renewing we will be leaving. They said I needed to come in to the office to sign a letter of intent even though I told them we would be leaving. I have a new born so I’m exhausted and very busy. I went in two weeks later … February 7th. I said I’m giving my thirty days even though it was 45 days + prior. Taylor, the office staff, said no worries just sign this and you’re good to go. I signed it thinking it was required as my official notice. Fast forward we deep cleaned and left the place super clean. They did a walk through and said it would take four more hours to clean and that it was about $200 so that would be deducted from our deposit. I said that’s fine. They had me sign saying I understood that and I put my stress down so they could send me the remainder of the deposit for my check. The following week after we moved out on march 23rd, we get an email saying they kept our deposit and are charging us $3800 on top of that for not giving a 60 day notice. Which we did give. We were coaxed into signing that document and told one thing but then they did another. We would have never signed upon moving out if we knew they would con us for nothing. We never broke our lease. We were moving out. We didn’t want to renew the lease and they were mad about it. Not only that but we left the place in amazing condition. Please help us. We cannot afford for them to take $5k for no reason, especially with a new baby. It’s inhumane. It’s trickery. I wonder how many other people this is happening to. I had a lawyer look over the contract and he said he has never even seen a 45 page residential lease. That it’s normally 8 pages. So you know they have had complaints before. Thanks!

  Business response

  04/17/2024

  Dear ********,
  
  We are reaching out to clarify the resolution regarding your account. Our Community Manager confirmed that the charges were applied correctly, adhering to the required notice period. In recognition of your circumstances, we have waived the reletting fee as a gesture of goodwill. The remaining balance covers the rent for the 60 days notice, utilities, and any damages assessed.
  
  We understand the importance of clear communication and are pleased to inform you that we've revised your final account statement accordingly. Both the original and the new ledgers have been attached for your reference. We hope this resolution is satisfactory, and please do not hesitate to reach out if you need further assistance.
  
  Warm regards,
  
  The Greystar Team

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  LoftOne35 Apartments and their management company Greystar are currently reporting on my rental history that I owe them $111.83 since moving out on 5/30/20, despite the balance being charged off in bankruptcy filed on 11/25/19. LoftOne35 is expressly listed as a creditor and should not be reporting any balance owed. I only learned of the balance being reported after applying and being denied 5 rental applications in February 2024 and the 5th property finally divulged the information to me. When I visited LoftOne35 at that time to resolve the issue, they insisted I contact their accounts receivable department. When I contacted that department, I was greeted extremely rudely by a man who treated me as if I was bothering him with the mistake his own company made. He yelled and insisted the debt was marked for bankruptcy and I needed to contact my bankruptcy attorney and hung up on me. Greystar refused to accept any further contact from me, despite my friendly and professional approach. Since LoftOne35 is listed as a creditor in the bankruptcy filing, there is nothing further my attorney should do. LoftOne35 and Greystar need to immediately cease reporting that I owe the balance of $111.83 that was legally discharged in bankruptcy filed 11/25/19, and I need written confirmation that it has been removed from my rental history. I have uploaded the bankruptcy petition that lists LoftOne35 as a creditor.

  Business response

  04/16/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We have reached out to our accounts receivables team to investigate the issue. Please note, as of March 12, 2024, we no longer own the property, which may limit our access to certain files. However, we are committed to addressing this promptly and will keep you updated on our progress.
  
  Best regards,
  The Greystar Team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good morning! The following the information below was sent to corporate, concerning my unit! I've sent numerous amounts of service requests, in regards to the mold and mildew smell in my unit. I also did not have any hot water for three weeks in November/December 2023. I was told to not enter my unit in November 2023, because they was a leak and I would not have any hot water. That if I wanted to take a shower, I could use the vacant unit below where a resident had passed away and the yellow tape was still visible. Below is the Memorandum of records that was sent to corporate and to management: Please see all attachments.

  Business response

  04/15/2024

  Dear Ms. ******,

  We are truly sorry for the difficulties you have experienced while living at our property. Your situation regarding the mold, lack of hot water, and the handling of your early termination fee is concerning, and we have contacted the property management team to thoroughly investigate how your service requests and lease termination have been managed.

  We will follow up with you as soon as we have more information. Thank you for your patience as we work to resolve these issues.

  Best regards,

  The Greystar Team

  Customer response

  04/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: That’s not what was stated to me.

   

  Thank you! We will proceed moving forward.

   

  I appreciate your time.
  
  Sincerely,
  
  ********* ******

  Business response

  04/23/2024

  Warm Regards,

  The Greystar Team

• Initial Complaint

  04/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There was something jammed in the key hole to our apartment and the complex refused to come and unlock our apartment for who. While our dog was stuck inside.

  Business response

  04/15/2024

  Dear ******,
  
  We sincerely apologize for the inconvenience and lack of assistance you experienced with the lockout at Hawthorne Grove Apartments. It's crucial that our residents receive timely support in such urgent situations. 
  
  Could you please let us know if you have since been able to access your apartment? We want to ensure that everything is now in order and discuss any further support you might need.
  
  Thank you for your patience, and we look forward to your response.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention the unacceptable treatment I received during my application process at Avana City North, which is a Grey Star apartment complex. I applied 3/16/24 and was denied on 3/19/2024. I paid $35 for the app fee & a REFUNDABLE $500 deposit upfront, which was sketchy to begin with. I was misinformed about the credit requirements, which resulted in my application being denied a day later. I had submitted an application fee and a refundable deposit, with the assurance that I would receive my deposit back the following week. I was told my refund was processed by the property on 3/22/24 and i should receive an email within 1-3 business day (from 3/25-3/27). I never receive an email asking me how id like to receive my refund. I was then given a number to their refund team, which i called them and was informed that my refund was not processed. After this second inconvenience, I went up to the leasing office on 3/29/24 , spoke with the leasing manager who claimed she was new and that she had to review my situation and allowed me to leave without a solution or any real concern. Then, called me 10 minutes later and said i’ll receive my refund that same day However, as time passed, I was continuously misled about the status of my deposit. I was given the runaround and directed to multiple phone numbers without any resolution. It has now been a month since I submitted my application, and I have not heard anything about my deposit. This lack of communication and disregard for my concerns has left me in a difficult financial situation, as I have been unable to secure another place to live due to the missing funds. I am deeply disappointed by the incompetence displayed by Avana City North and its partners. As a result of their actions, I am considering legal action. I am requesting compensation of $500 per week that I have been waiting to receive my deposit back. I would greatly appreciate your assistance in resolving this matter promptly.

  Business response

  04/15/2024

  Dear Ms. ********,

  Thank you for bringing this issue to our attention. We apologize for the confusion and inconvenience you have experienced regarding the communication about your deposit refund. We have contacted the property management team at Avana City North to thoroughly investigate this situation. We will follow up with you as soon as we have more information.

  Warm regards,

  The Greystar Team

*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. ↩