Business Profile

Property Management

Greystar

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Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,349 total complaints in the last 3 years.
797 complaints closed in the last 12 months.

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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:10/30/2025
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 was a tenant at skyline at highlands then managed by grand peaks, grey star took over the apartment complex when I moved out and never sent my security deposit it has now been 83 days and more than 14 days since I sent my demand letter.

They lied twice about sending me my deposit back.
Business Response
Date: 10/30/2025
Hi *****,
Thank you for bringing this to our attention. We're sorry to hear that you haven’t received your security deposit refund from Skyline at Highlands, especially after following up with a demand letter.
We’ve contacted the onsite team and their leadership at Skyline at Highlands so they can look into this further. A Greystar representative will reach out to you directly within 10 business days to provide an update.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/29/2025
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 this complaint against Greystar / Prose at Ballpark Village (2999 S Estrella Parkway, Goodyear, AZ 85338) regarding a violation of Arizona Revised Statutes § 33-1321(D–E) related to my security deposit and move-out statement.

My tenancy ended, and possession of my unit was delivered on September 9, 2025. Under Arizona law, landlords are required to provide tenants an itemized list of deductions and any refund due within 14 business days of move-out. In this case, that deadline was September 26, 2025.

While Greystar claims that they issued a “Final Account Statement” on September 9, that document only showed a move-out balance — it did not include any itemized deductions, as required by law. The first and only document that actually listed deductions for carpet replacement, cleaning, and repainting was the revised statement dated September 30, 2025.

When I brought this to their attention, Greystar acknowledged that the itemized statement was sent on September 30 but continues to insist that they were compliant. Despite multiple emails, they refuse to remove the $654.41 balance, which they are still attempting to collect, even though the statement was provided outside the statutory timeframe.

I am not disputing the validity of the charges themselves, only that they were provided outside the 14-business-day legal period, which under A.R.S. § 33-1321(E) means the landlord forfeits the right to withhold or collect those charges.

I have attached both the September 9 and September 30 statements that show different dates and amounts.

I am requesting that Greystar remove the $654.41 balance, confirm in writing that no amount is owed, and correct their internal handling of post-tenancy documentation to ensure future compliance with Arizona law.

Property Information:
Prose at Ballpark Village
Managed by Greystar
2999 S Estrella Parkway
Goodyear, AZ 85338

Tenant Information:
******* ******
Former Unit #****
Account #********
Business Response
Date: 10/30/2025
Hi *******,
Thank you for reaching out and sharing your concerns regarding the final account process at Prose at Ballpark Village. We’re sorry to hear about the confusion and timing related to the delivery of your itemized move-out statement.
We’ve contacted the onsite team and their leadership so they can carefully review the dates and documentation you referenced. A Greystar representative will be in touch with you directly within 10 business days to discuss this further.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/29/2025
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.
Multiple transaction fees in excess of 5$ for debit payments;

Parking garage fees without receiving access sticker;

Parking garage fees without secure access because garage door was broken and garage was being used my anyone;

Late fees and eviction filings when access to make payments is unavailable and the office staff has not corrected the issue after multiple complaints;
Business Response
Date: 10/30/2025
Hi *******,
Thank you for sharing your concerns with us. We're sorry to hear about the billing issues you've experienced at Enclave at Raritan, including the parking garage fees, transaction charges, and late fees tied to payment access problems.
We’ve contacted the onsite team at Enclave at Raritan along with their leadership so they can review your account and investigate the concerns raised. A Greystar representative will reach out to you directly within 10 business days.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/29/2025
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 writing to share the rent and lease issues for three units ***, ***, ***. This problem has lasted for many months. It has cost us thousands of dollars and created a heavy burden for us. We now need your support to resolve it.
Property address:3950 Mahaila Avenue, San Diego, CA 92122

Background
In 2024, we agreed with the former management team on renewals:

*** & ***: $3,600/month, 12-month lease (10/28/2024 – 10/27/2025)
***: $3,373/month, 10-month lease (12/14/2024 – 10/13/2025)

We signed the leases for *** and *** immediately, and agreed on *** by email. However, the property side never signed back *** and ***, and we never received the *** lease.

What happened:
Since Oct and Dec 2024, the system has charged us higher month-to-month rent. We asked many times to fix this, but nothing changed. In June 2025, the new leasing team sent leases with the right rent but wrong terms. In July, our staff met Manager Erin onsite. She promised a refund. Later, accounting gave us refund numbers:
***: $3,918
***: $3,807
***: $3,420
In August 2025, we met the leasing team again. They said nothing could be changed. They told us to keep paying the wrong amounts and said they could not find any records. The attitude was not friendly.

Our Position
We already gave all documents, including leases and emails with the old team. These clearly show the agreed rent and terms. We did everything correct and on time. We understand team changes can happen, but Greystar is still the property manager. It is not fair to put this loss on us. The overpayment is now very large and unacceptable.

Our Requests
Reissue the leases for ***, ***, and *** with the correct rent and terms.
Refund the full extra rent we paid.
Fix the billing system so this problem does not happen again.
Business Response
Date: 10/29/2025
Dear *****,
Thank you for sharing the details of your concerns regarding the leases and billing issues for Units ***, ***, and *** at Axiom La Jolla.
We’re sorry to hear about the extended challenges you’ve faced regarding lease terms, overbilling, and the lack of clear resolution. We understand how frustrating this situation has been and appreciate the documentation and effort you've put into addressing it.
We’ve contacted the team at Axiom La Jolla and their leadership to review the matter further. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns and next steps.
Thank you again for bringing this to our attention.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/28/2025
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.
The Greystar Property known as The peak @Nichols Plaza has some of the most shady management I’ve ever dealt with in my life long story short my ex-wife used my income to qualify for the apartment we shared because she couldn’t afford it ,I had several meetings with management & told them to remove me from the lease because we were separating, & I had my job transfer me out of state request pending @ the time & they.. assured me that all paperwork would be ready by the time I was ready to leave, which was a lie they were more concerned with her being there & constantly harassed me about co-signing for her to which I repeatedly said I WOULDN’T instead they waited for me to leave ignoring my several attempts to meet with the manager so I could sign my agreement to break the lease..they went behind my back keeping her in the apartment knowing she couldn’t afford to live there not evicting her & having her move out with $12000 owed in rent then contacting me **** near 10 Months later asking how will I like to pay this debt are you ******* kidding me,..they then forward said debt to collections where now it’s recking my perfect credit I’ve worked so hard repair, who lives in an apartment & not be evicted after nonpayment 30 days later ..you couldn’t even be 2 days late without being notified that the eviction process was going to begin which let’s me know that management was shady from the beginning because of this I’m now having to seek legal action against them
Business Response
Date: 10/30/2025
Hi ******,
Thank you for sharing your concerns with us. We're very sorry to hear about the issues you experienced at The Peak at Nichols Plaza, especially regarding your request to be removed from the lease and the subsequent billing and collections matter.
We've contacted the onsite team at The Peak at Nichols Plaza along with their leadership team so they can investigate what occurred. A Greystar representative will reach out to you directly within 10 business days to discuss the situation further.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/28/2025
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 lived in Views at Harbortown in Jacksonville, FL for 2 years. During my time there, management changed 3 times. I had documented any issues with the apartment when I first moved in, noting that the walls were painted over and the holes from the previous tenant were painted over. They also painted over EVERYTHING meaning there was old holes/wear and tear that the painters just covered with paint, not actually fixed. When I lived there, I made it a point to just hang up ONE picture as I didn't want to have to fix any holes or patch anything in the walls once I moved out. I did not hang curtains, tvs, pictures in bathroom, etc. When I moved out, they charged me $250 to paint the apartment, marking EVERY wall with blue tape, indicating that I was responsible for the natural wear and tear of the apartment. Meaning, the pictures of "proof" they provided to charge me with paint charges was water damage/water marks on the walls, visible cracks in the FOUNDATION of the complex, and more wear and tear that could not have possibly been caused by a tenant. I tried to dispute over a month long period with Greystar Accounts Receivable and they kept pushing it off saying they needed Views at Harbortown to agree to take the charges off. I had to contact Greystar again for the 5th time for an update. They finally said that management at the complex is standing by their charges. I asked them to confirm that they were in fact charging me for the cracks in the foundation which caused cracking in the paint and they didn't want to admit to that over the phone knowing that is NOT a tenants problem. The way Greystar handled this was both unprofessional and extremely unhelpful and unethical to put responsibility on a tenant for something they clearly did not have anything to do with. The water damage also happened over the period of time I had moved out and they had gone in to take pictures, I wasn't even a tenant when that occurred.
Business Response
Date: 10/29/2025
Dear *****,
Thank you for taking the time to share your concerns regarding your move-out experience at The Views at Harbortown.
We’re sorry to hear about the frustrations you've encountered in trying to resolve the paint charge dispute. We understand how upsetting it can be when maintenance and billing concerns aren’t addressed in a clear or timely manner.
We’ve reached out to the onsite team at The Views at Harbortown and their leadership to review your account and the concerns you’ve raised. A Greystar representative will contact you within the next 10 business days to follow up.
Thank you again for bringing this to our attention.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/28/2025
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 regards to Eastgate Apartments move out charges. Account number ********. Charged for cracked bathroom mirror, carpet damage, and a closet and bathroom door damages. All damages were present at move in and documented on the move in form as well as photos taken of the condition of the apartment upon move in. The list of damages was turned into the apartment complex following move in. Multiple attempts to get a response to resolve this have been unsuccessful. An email was sent to eastgate in August 21st and received a response to send photos, which were sent. There has been no response since that time. At least 5 phone calls to Eastgate to follow up were met with no resolution, and told there was no update on the situation. I’ve continued to get emails requesting payment. I will add that the condition of the apartment at move in was horrible. My son still wanted to stay there, so I agreed. I had him write up an extensive list of the poor conditions and have attached that list to this complaint. The fact that you would charge anyone $900.00 to replace 2 doors in that apartment should be a crime. The doors in the apartment are of the cheapest quality and sell at Lowe’s for $60. I’ve seen a class action law suit against greystar for over charging, and this is an example of that. The doors were already in horrible condition upon move in as shown in the photos uploaded. I am a disabled veteran and will reach out to my congressman if this is not resolved in an expedited fashion.
Business Response
Date: 10/30/2025
Hi ******,
Thank you for reaching out and sharing your concerns with us. We're sorry to hear about the experience you and your son had related to the move-out charges at Eastgate Apartments, especially given the documented condition of the unit at move-in.
We’ve contacted the onsite team at Eastgate Apartments along with their leadership team so they can review the documentation and photos you provided. A Greystar representative will reach out to you directly within 10 business days to discuss this further.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/28/2025
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.
An application was placed on your property (CrossingDC) in Washington, D.C. on 10/23/2025. Your Leasing Manager Aneyceia B*** is refusing to finish processing my application stating I am unable to sign a lease more than 12 months. This policy is not true and we are seeking a refund of my application fee which she refuses to do. There is no policy with HUD or DCHA for voucher holders other than the lease must be at least 12 months. Your manager is causing my family delays in housing nor do I want to work with her any longer. I have given her multiple days to speak with her upper management regarding this issue and she remains firm in her decision.
Business Response
Date: 10/29/2025
Dear *******,
Thank you for sharing your concerns with us regarding your recent application experience at Crossing DC.
We’re sorry to hear about the difficulty you’ve experienced surrounding the lease term discussion and the application process. We understand how important securing housing is and appreciate you taking the time to voice your frustrations.
We’ve contacted the onsite team at Crossing DC and their leadership team to review the details of your situation. A Greystar representative will reach out to you directly within the next 10 business days to follow up.
Thank you again for bringing this to our attention.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/27/2025
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.
On February 10, 2025, My husband, ******, and I drove to one of the Greystar Properties in Austin, TX. The Michael at Presidio in Austin, TX, we submitted the information and the Cashier's Check for the deposit of $500 and the application fee $200 ($700) total. Then we were approved. However, on the day that we should have received our keys we were then not approved and were told that the $500 deposit would be refunded via the cloud. We asked what the cloud was and then were informed that Greystar uses a processing company called Smart Dispurse to process refunds. However, as of today, October 27, 2025 we have yet to receive the refund. Smart Dispurse, stated that Greystar issued a check in May and they could see on their end that the Check was never received and cashed. Then I reached out to the District Mgr., Michelle C******* to no avail. It's almost 9mo. later, we still have not received the refund. All that we have received are no sense of urgency to refund our funds and excuses!
Customer Answer
Date: 10/28/2025
Greystar Corporate Reg., Office in Austin, TX
Building III
2500 Bee Caves RD. Suite, #500
Austin, TX 78746
###-###-####
Reg., District Director Michelle C*******
*****************@greystar.com

I have received no response from them after more than 1 notice about the refund while seeking a peaceful resolution. Michelle C******* hasn't attempted to contact us to resolve the issue at all.

Business Response
Date: 10/29/2025
Dear *****,
Thank you for reaching out and sharing the details of your experience with The Michael at Presidio.
We’re sorry to hear about the delay and lack of clear communication regarding your refund. We understand how frustrating this has been, especially after so many months without resolution.
We’ve contacted the onsite team and leadership at The Michael at Presidio to review your situation and the status of your $500 refund. A Greystar representative will follow up with you directly within the next 10 business days.
Thank you again for bringing this to our attention.
Sincerely,
The Greystar Team
Initial Complaint
Date:10/27/2025
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.
We lived in Talus Flats Apartments, 2355 Mercantile St. Unit ****, Castle Rock, CO 80109, from June 24, 2023 until August 23, 2025. From June 24, 2023 until August 23, 2024 we had 3 roommates and a 14 month lease. From August 23, 2024 until August 23, 2025, we had removed a roommate from the lease, only 2 roommates and 12 month lease.

During our first lease, we had a garage for an extra $250 per month. We were constantly double-charged for this garage (amounting to $500 per month). It took months for management to resolve this issue, and they were never able to refund us for the extra garage charge, only add it as a credit towards next month.

After resigning the lease in August 23, 2024, we removed a roommate from the lease, leaving only two of us on the lease for August 23, 2024 until August 23, 2025. We took all the necessary steps to remove the roommate proactively prior to signing the new lease. Shortly after the new lease began, our old roommate, who was not on the lease and we were told was completely removed from system, was charged our rent. Upon speaking with management, they were not able to reverse the charge. The current roommate and I had to send our rent to our old roommate. This happened several times during our new lease cycle, not in consecutive months either. I have email artifacts with the property manager at the time sorting this out as well the document stating this third roommate was not resigning.

Additionally, during our very last month paying rent, August 1, 2025 - August 23, 2025, their payment portal did not work, so we could not see how much rent we owed for the prorated month. I spoke with the front desk, they gave me the amount of rent that was due and we paid with a check. I have a signed photocopy (signed by property manager) of the check and bank statements to show that we paid it. I just received a letter from debt collections saying we in fact did not pay it. Now I have to sort this out.

Seeking compensation for all mishaps.
Business Response
Date: 10/29/2025
Dear ******,
Thank you for taking the time to share these concerns with us.
We’re sorry to hear about the challenges you experienced during your time at Talus Flats, particularly with garage charges, roommate billing, and the final rent payment now in collections. We understand how frustrating and time-consuming it must be to sort through these kinds of issues.
We’ve contacted the team at Talus Flats along with their leadership so they can review the history of your account and follow up with you directly. You can expect to hear from a Greystar representative within the next 10 business days.
Thank you again for bringing this to our attention.
Sincerely,
The Greystar Team

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