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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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: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: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

• Initial Complaint

  Date:07/30/2025

  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.

  Moved into an apartment at level at 401 in Raleigh Nc to no ac for 2 in half weeks. Which lead to black mold in the bathroom. I just want the money I spend back and this off my credit. Currently looking for a new place

  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 your experience with the air conditioning and resulting conditions during your time at Level at 401.
  We’ve contacted the onsite team and property leadership at Level at 401 so they can investigate the matter. A Greystar representative will follow up with you directly within the next 10 business days to address your concerns.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:07/30/2025

  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.

  Here are those clarification documents.

  Customer Answer

  Date: 07/30/2025

  On Saturday July 19, 2025 I began the process of moving out of the apartment I was renting into a home I had bought. I paid rent through the month of July (as evidenced by rent charged and paid, and rent for August being billed). On July 26, 2025 I came into the unit, with my mother, to finish moving the rest of our stuff out and do a final cleaning and walkthrough. The following items were taken from the unit without our knowledge or permission.
  
  1) A minifridge about half full of beverages including bubbly, liquid death and other canned beverages.
  2) The fridge was nearly emptied out.
  3) The freezer was completely emptied out except for one bag of veggies.
  4) Multiple drawers of food were emptied out.
  5) A box of tools were taken.
  6) The mop, sweeper and ******* had the tops broken off and/or removed.
  7) A mess of rice and flour was made all over the kitchen.
  8) A bottle of **** and a sponge dish cleaning kit were taken.
  9) Additional items such as pine sol, unopened boxes of drinks were also taken.
  
  In addition to the items being removed from the apartment, a mess was made that neither I, nor my mother left. This also means that someone came into the apartment without mine, or my mother's permission, both of us residents of the unit, while we were in the process of moving.
  
  My concern is the lack of notice on someone coming into the unit. The taking of personal items exceeding a total value over $500. The additional cost that was incurred to purchase additional cleaning supplies so I could finish cleaning the unit.
  
  Due to the fact that this now borders on theft and illegal entry, police were called and an incident number and case number was given to this incident.
  
  Furthermore I do have around 200 pictures showing the unit as being properly cleaned and in good shape upon returning keys. I also have pictures I took before I started cleaning showing the areas where items were taken from.
  
  I am asking for my deposit back + reimbursement for items taken.

  Business Response

  Date: 07/31/2025

  Dear *****,

  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about the experience you described during your move-out from Volare, especially regarding missing personal items, lack of notice for unit entry, and the condition the unit was left in.
  We’ve contacted the onsite team at Volare and their leadership to investigate what occurred. A Greystar representative will follow up with you directly within the next 10 business days to discuss your concerns in more detail.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/30/2025

  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 recently moved out of the Whitewater Park Apartments (255 N Whitewater Park Blvd Unit **** Boise ID 83702) owned under Greystar Property Management. Upon receiving final billing I am being charged with cleaning costs. The unit was left empty of any belongings and cleaned beyond a reasonable expectation. They have not provided any proof that the unit was excessively unclean, or damaged, that would require more than standard turnover procedures. Cleaning is not allowed to be taken from a tenant deposit unless it is excessive. The office is unresponsive when I call and emails can take close to a week at times for communication. I will not be charged for a turnover cost. The unit was left in a condition that would have been considered clean to a reasonable expectation.

  Business Response

  Date: 07/31/2025

  Hi ********,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience regarding the cleaning charges assessed after your move-out from Whitewater Park Apartments in Boise, ID. We understand how important it is for these charges to be clearly explained and fairly applied.
  We've contacted the property team and their leadership so they can review your account and follow up with you directly. A Greystar representative will reach out within 10 business days to address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/30/2025

  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 to potentially rent an apartment here back in June. After not hearing back for over a week with no update, I finally received information that I was denied due to income even though I made well over 3x the rent.I had to call several times to get this information that it was denied. The manager said she would look into it, but another several days went by with no update. Finally, I gave up waiting for answers and just decided to apply somewhere else. They let me know the administrative fee of $250 would be refunded promptly. After about a week I called the office when I still hadn't received the refund. The leasing agent said he would talk to the manager about it. I never received a call back. I called everyday and got the same response "manager isn't in the office, but i'll check on it". Finally, I got the managers email and sent her an email myself. She said it can take 30 days to refund the fee, but to check in with her after 15 business days for an update. I waited 15 business days-- no refund, no update. Now at 30 calendar days, I've emailed 4 times over the past week and have been completely ignored. I finally got ahold of the assistant manager yesterday (because the current manager is on maternity leave) and he is Now telling me to wait a FULL 40 days!

  Customer Answer

  Date: 07/31/2025

  The apartment complex is Broadstone at Optimist Park in Charlotte, NC. 

  Business Response

  Date: 07/31/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the experience you had regarding your application at Broadstone Optimist Park and the challenges you've encountered in receiving your $250 administrative fee refund.
  We’ve contacted the team at Broadstone Optimist Park along with their leadership so they can investigate your concerns and follow up with you directly. A Greystar representative will be in touch with you within 5 business days.
  We appreciate your patience and the opportunity to address this matter.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:07/30/2025

  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 reported a ceiling leak at Elan Research Park Apartments (managed by Greystar) on July 11. Repairs were delayed without clear communication that they were delayed, and when drywall was patched on July 25, it was done incorrectly. Management had to send someone out again the following day because the repair was not done correctly. No mold inspection was done despite visible moisture damage that was present for 2 weeks.
  
  Although I was able to remain in the unit, I was extremely uncomfortable living and working from home with my 5-year-old child during this ongoing issue. Management failed to communicate properly through the entire process, never offered compensation for the inconvenience, and only informed me of the $3,990 lease termination fee due date one day after it was already due. Which I sent my notice on 7/18 and had to send another follow up 7/24, then finally received confirmation 7/25.
  
  I ultimately decided to end my lease early because of how poorly this all was handled. Management is now demanding the termination fee, yet they also refuse to compensate me for August rent, despite the fact that I was planning to move out prior to the month being over. I do not feel comfortable living under this management and the living conditions of this community.
  
  This charge is unfair given their failure to properly repair the unit, lack of communication, and refusal to acknowledge the significant inconvenience and discomfort I experienced.
  
  Resolution Requested:
  I want the $3,990 charge removed, compensation for the unused portion of August rent, and written confirmation they will not report me to collections or credit bureaus.

  Business Response

  Date: 07/31/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the delays in repair and communication during your time at Elan Research Park in Charlotte, NC, and we understand how frustrating the situation must have been—especially while managing your home and family under those conditions.
  We’ve contacted the on-site team and leadership at Elan Research Park so they can fully review your account and the circumstances surrounding your lease termination. A Greystar representative will follow up with you directly within 10 business days to address your concerns.
  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.

  Estoy siendo cobrada por varios meses de renta (febrero, marzo y abril de 2024), a pesar de haber informado personalmente en la oficina de arrendamiento que no renovaría el contrato. Presenté múltiples solicitudes de mantenimiento que nunca fueron atendidas, lo cual tengo documentado. Además, la experiencia general con Avana Court fue negativa, como puede comprobarse con muchas otras opiniones públicas en ****** ****. Me siento injustamente tratada y ahora mi caso ha sido enviado a una agencia de cobranza.

  Business Response

  Date: 07/30/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the experience you had at Avana Court, especially related to rent charges after your move-out and unresolved maintenance requests.
  We’ve contacted the team at Avana Court and their leadership so they can review your situation in detail. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team