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

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

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  Miscela

  485 Foley St Somerville, MA 02145-1266

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  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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  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:10/08/2025

  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 has been ongoing now for 18 months. I have a list of over a 6 different times where I have made a formal complaint to Greystone (Tapestry Apts of Brentwood) and I’ve basically been told I’m imagining it all. Well, until my last email where they all of a sudden say they’ve had complaints before. This isn’t a noise complaint, but a legitimate complaint on insulation and construction. I’ve had dozens of sleepless nights, and have had to nearly completely stop working from home due to the pounding of my ceiling from the neighbors upstairs. I had a contractor friend over and he made a point of saying he thinks it’s the ownership not requiring appropriate insulation into what was likely the initial bid of the building. Countless guests, friends and family, and my girlfriend have said they can’t believe I can tolerate the rattling and stomping and loud noises from above. I have a list of complaints that I’ve saved dating back to early last year where I essentially have begged them to do something about this issue.
  Most of my initial complaints was about the prior tenant, whom I incorrectly assumed was overly disruptive and loud with incessant thumping and banging on the floor. That tenant finally moved out after his lease expired, and a new tenant moved in not long ago. Same banging, clanging, and overwhelming noise as before. I’m now convinced it’s a construction issue. Greystone’s solution for me was it was a “lifestyle” prerogative for the neighbors, and basically I had no leg to stand on and their hands were tied. Anyone who spends time here understands immediately that’s nonsense. They recently offered to move me up to the top floor with no transfer fee (gee thanks!), but it has to be on my dime. Never mind the months of sleeplessness and constant racket, we’ll just move you so someone else can be a victim. My problem was I have been too accepting, and didn’t stand up for myself earlier. They earned this review, I pay a large figure to stay here.

  Business Response

  Date: 10/09/2025

  Hi *******,
  Thank you for taking the time to share your experience with us. We’re sorry to hear about the ongoing noise issues and your frustration with how this has been handled at Tapestry at Brentwood Town Center.
  We’ve notified the property team and their leadership to review your concerns thoroughly. A Greystar representative will contact you directly within 10 business days to discuss next steps.
  We appreciate your patience and the opportunity to address this matter more thoroughly.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/08/2025

  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 applied for an apartment on August 4, 2025 at Indigo 301 and paid a deposit. Per the leasing office’s stated policy, I was to receive my deposit refund within 30 days of application cancellation. As of October 1, 2025, I still have not received my refund, which is significantly beyond the promised timeframe.
  
  Desired Resolution:
  I am requesting that Indigo 301 immediately process and return my full deposit. Additionally, I would like a written explanation for the delay, and confirmation that this will not impact my rental history

  Business Response

  Date: 10/09/2025

  Hi ***,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the delay in receiving your deposit refund following your application cancellation at Indigo 301.
  We've contacted the team at Indigo 301 and their regional leadership so they can look into this matter. A Greystar representative will follow up with you directly within 10 business days to discuss the refund and provide more clarity.
  We appreciate your patience and the opportunity to make this right.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/08/2025

  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 applied for an apartment and was denied. Before applying, I confirmed that any application and processing fees would be refunded if not approved. I was assured the fees would be refunded. After applying and being denied, I requested a refund only to be told that what was promised no longer an option because that ended before I applied. I filed a dispute with my bank for the $200 fee. Alta Ivy, the property management company later confirmed that they would refund the $200 in fees. But once I disputed with my bank they didn’t issue the refund back this was understandable. The problem was that they fought the dispute so that my bank reversed the provisional credit. I thought since they fought the dispute, they would issue a refund. They have not. Not only did they fight the dispute, they refused to issue my refund. I’ve reached out to Cristi T****** the community manager to help resolve this but is hasn’t gotten anywhere. I have been out of this money since June 2025. All I want is a refund of the fees that were promised.

  Business Response

  Date: 10/09/2025

  Hi *****,
  Thank you for sharing your concerns with us, and we're sorry to hear about your experience with the application process at Alta Ivy. We understand how frustrating it must be to feel that a refund was promised and then not received.
  We’ve contacted the team at Alta Ivy, along with their regional leadership, so they can investigate this further. A Greystar representative will be reaching out to you within 10 business days to follow up directly and work toward a resolution.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/07/2025

  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 was a tenant at the Keaton at Brier Creek Apartments from 7/2024 through 8/2025. This apartment building is managed by Greystar. After I moved out, I had an outstanding bill of about $255 (in part due to replacement of a glass stovepot despite the Keaton saying that my apartment looked fine at the time of move out). I would like to pay this bill. I have contacted the management team at the Keaton multiple times. I have contacted the accounts payable team at Greystar multiple times. No one will let me pay the bill directly. I am directed to a portal that does not have a payment link. I am also directed to a website which requires an account number. The account payable team has not made me an account number to be able to pay this bill. My requests are being delayed and ignored. I would just like to pay this bill to close my account so that it is not forwarded to a collection agency.

  Business Response

  Date: 10/09/2025

  Hi ****,
  Thank you for bringing this to our attention, and we apologize for the difficulty you've had trying to pay your move-out balance from The Keaton at Brier Creek.
  We’ve contacted the team at the property and their leadership team to investigate the issue. A Greystar representative will be in touch with you directly within 10 business days to assist with resolving the payment process.
  We appreciate your patience and your willingness to settle the account.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/07/2025

  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.

  was a tenant at Prose New Hope Apartments and moved out on 8/11/2025, According to the lease agreement, the security deposit was supposed to be returned within 30 days. It has now been over [46days], and I have not received the deposit, nor any official communication explaining the delay.
  I have contacted the leasing office multiple times. Each time, I was told to wait a few more days, and recently they told me again to wait five more days. I have also asked to speak with a supervisor, but I’m always told they are busy or unavailable.
  This is unacceptable and unprofessional. I believe I have waited long enough, and I’m now requesting help to resolve this matter.
  According to public records, Prose New Hope was developed by Alliance Residential Company in partnership with PCCP, and may be managed by Greystar. I am therefore holding these parties jointly responsible for the delay in returning my deposit.
  I am requesting that my full security deposit be refunded immediately, along with a written explanation for the delay. If I do not receive a resolution within a reasonable time, I will be forced to pursue further action through legal channels and report this matter to the appropriate housing authorities and consumer protection organizations.

  Business Response

  Date: 10/09/2025

  Hi *********,
  Thank you for sharing your concerns. We're sorry to hear about the delay in receiving your security deposit refund after your move-out from Prose New Hope.
  We’ve contacted the onsite team and property leadership so they can look into this matter. A Greystar representative will follow up with you directly within 10 business days to provide more information and assist in resolving your concerns.
  We appreciate your patience and the opportunity to address this properly.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:10/06/2025

  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 applied for an apartment at Broadstone Arden managed by Greystar almost two years ago. I paid the application fee and a deposit, which they said was refundable. Later, I decided to go with a different apartment and reached out to them to get my deposit back. They told me it would be refunded within three business days—but after a week, I heard nothing. So I filed a dispute.
  A few days later, they finally issued the refund, and I contacted my bank to cancel the chargeback since I had received the money. Here's the ridiculous part: nearly two years later, they suddenly sent me an invoice claiming I owe them $440—the exact amount of the chargeback that had already been resolved.
  My account number in their system: 50324829
  
  Here are the transaction details:
  The payments I made to Broadstone Arden through my credit card ending ending in 5210 and 2396.
  March 2024: on my credit card ending in 5210
  $35
  $500
  $25
  May 09th 2024: on my credit card ending in 2396
  $440 (after receiving the refund from smart disperse, I contacted BoA to return the payment)
  Total of $1000 from my bank to Greystar
  
  The payment I got back from Broadstone Arden:
  1. Total of $500 dispute from BoA( because they didn't return my payment within the 3-5 days timeline you promised, and didn't respond me)
  2. Total of $500 refund via smart disperse.
  Total of $1000

  Business Response

  Date: 10/07/2025

  Hi ****,
  Thank you for sharing your concerns with us, and I’m sorry for the frustration this situation has caused. You noted that after applying at Broadstone Arden and ultimately deciding not to move forward, you were initially delayed in receiving your deposit refund, which led to a chargeback. You’ve now received a billing notice nearly two years later for the same amount, which you believe is inaccurate due to the resolution that had already occurred.
  We’ve contacted the onsite team at Broadstone Arden, along with their leadership team, so they can investigate and follow up with you directly. A Greystar representative will reach out within 10 business days to discuss your concerns.
  Thank you again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:10/06/2025

  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.

  Complaint:
  
  My daughter ****** was diagnosed with leukemia in 2024, and her chemotherapy causes severe hot flashes, requiring a consistently cool environment. I notified Waterwall Place of her medical needs at diagnosis and again before my 2025 lease renewal. Despite this, management has shown a flagrant disregard for our health, safety, and tenant rights.
  
  The AC in my unit failed in March 2025, leaving us without proper cooling for weeks. It has now failed again, and we have been without adequate cooling for 14 days. Night temperatures are 76–82 degrees and higher during the day. A single undersized portable unit was provided but cannot cool my 1,467 sq. ft. two-bedroom apartment. My request for a second unit has been ignored, and my offer to purchase a window unit was denied. Follow-ups on Sept. 29 and Oct. 1 for compressor status were unanswered. Management’s position is that “AC units are not expected to achieve thermostat settings” — unacceptable in Texas and a violation of Texas Property Code §92.056.
  
  On Sept. 23, 2025, I formally requested AC maintenance records. Under §92.3515, these must be provided in 7 days. That deadline has passed, and no records were given. Meanwhile, building-wide issues persist: marijuana and Black & Mild smoke in stairwells, ammonia odor from pet urine in the freight elevator, and broken locks leaving the property unsecured.
  
  Management has also refused rent abatement. Instead, they offered to “relocate” me to a one-bedroom, 800 sq. ft. apartment without internet or home entertainment while still charging full rent for my two-bedroom. I was even told to rely on my cell phone hotspot for work.
  
  I am seeking: immediate AC repair or two adequate portable units, delivery of the requested records, remediation of building-wide safety concerns, and fair rent abatement for all periods of uninhabitable conditions, as required by Texas law.

  Business Response

  Date: 10/06/2025

  Dear *****,
  Thank you for sharing your concerns with us, and we're very sorry to hear about the challenges you and your daughter have experienced with the A/C issues and building conditions at Waterwall Place. We understand how important a consistently cool environment is, especially given your daughter’s health condition.
  We’ve contacted the on-site team at Waterwall Place along with their leadership so they can investigate these concerns and follow up with you directly. A Greystar representative will reach out within 10 business days to discuss next steps with you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/06/2025

  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 dispute is from the first night of moving in. I’ve had issues with the upstairs neighbors and their children. I informed the leasing management of this issue, and they said they would speak to the neighbors. I also left sticky notes because they would not answer the door when I would knock, that was in December 2024, and it is now October 2025, and I am still dealing with the same issue. I will send weekly, if not daily, emails to the leasing company. I will go talk to them personally about this issue, but nothing has been resolved. I have sent sound clippings that they request requested now with my lease ending January 12, 2026 and me in the process of buying a home I am requesting to end my lease early in November only two months shy of when my lease actually ends. I have had guests over and they even have mentioned the noise and my mother also wrote to the staff sharing her experience. The manager has now gotten involved and is requesting that a person from the staff be present in my apartment and conduct a sound meter test, which I am trying to deny because I am trying to recover from major elbow surgery, and my dog is very anxious with new people in my apartment and I feel that should have been suggested 6 months ago. My goal is to be able to break my lease on November 10, 2025, and hand over the keys without incurring any early termination fees or penalties.

  Customer Answer

  Date: 10/06/2025

  I will also state that nowhere does it state on the lease that they need to enter to conduct a sound meter test, I feel as this is something they are forcing because I do no wish to have people in my apartment. They also never stated what sound level would be considered too loud and who decided that? 
  
  Also another reason I wish to leave and not be penalized is the number of emails I have to send to get a package code to access the secure package room, where some of the times the package is "missing". 

  Business Response

  Date: 10/06/2025

  Dear ******,
  Thank you for bringing your concerns to our attention. We're sorry to hear about the ongoing noise disturbances you've experienced at Innsbrook Square and the impact this has had on your comfort and recovery.
  We’ve notified the team at Innsbrook Square and their leadership so they can fully review the situation and connect with you directly. A Greystar representative will be in touch within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/05/2025

  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 turned in the keys and vacated the premises on August 17, 2025. According to Texas law, the date the tenant surrenders the premises—not the lease end date or arbitrary management dates—determines the start of the 30-day window for returning the security deposit and providing an itemized list of any deductions (see Tex. Prop. Code § 92.103).
  
  Greystar sent me a letter with my move out date as 9/5 and a mail-date as 9/30. That is past the 30 days notice.

  Business Response

  Date: 10/06/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the confusion and frustration regarding your move-out date and the timing of your deposit letter for Starlight Apartments.
  We’ve contacted the property team and their leadership to review the matter. A Greystar representative will be in touch with you within 10 business days to follow up directly and further discuss your concerns.
  The Greystar Team

• Initial Complaint

  Date:10/05/2025

  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 express my extreme dissatisfaction regarding the delay in the return of my security deposit for my former residence at 101 S Center,Arlington ,TX,USA. 76010. It has been nearly a year since I vacated the apartment on 7.31.2024, and I have yet to receive the promised refund.
  
  Upon moving out, I ensured that the apartment was left in excellent condition, meeting all the requirements outlined in our lease agreement. I completed the move-out inspection with your staff, and there were no significant damages noted that would warrant withholding the deposit. Despite this, my repeated attempts to inquire about the status of the refund have gone largely unanswered, with only vague promises of a resolution.
  
  This prolonged delay is not only a violation of the terms of our lease but also a financial burden for me. I have been patient and understanding, but I can no longer tolerate this unacceptable situation. If I do not receive a full refund of my security deposit within 14 days from the date of this letter, I will be left with no choice but to pursue legal action to recover what is rightfully mine. This may include filing a claim in small claims court, which will undoubtedly result in additional costs and negative publicity for your management company.
  
  I sincerely hope that we can resolve this matter amicably and avoid the need for legal intervention. Please contact me immediately to confirm the processing of my refund and provide a timeline for its delivery. I expect a written response from you.
  
  I look forward to a swift resolution.

  Business Response

  Date: 10/06/2025

  Hi ****,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the delay you’ve experienced regarding your security deposit refund for your former residence in Arlington, TX.
  We’ve contacted the onsite team and leadership at the property to review the matter further. A Greystar representative will be in touch with you within 10 business days to follow up directly and assist with resolving this concern.
  The Greystar Team