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

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Greystar

  100 Heard St Chelsea, MA 02150-1954

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  Greystar

  3234 Liberty Ave Pittsburgh, PA 15201

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:08/28/2025

  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 rent an apartment in Douglas County, Colorado, managed by Greystar. My lease prohibits smoking, but secondhand smoke consistently infiltrates my unit through vents and walls. Despite repeated reports, management refuses to take effective action, stating that tenant email notifications and flyers are sufficient enforcement.
  
  Security patrols will not enter my unit to verify the source, so the problem remains unresolved. My family continues to suffer health effects, and I have incurred costs for air purifiers and other mitigation.
  
  I am requesting that Greystar corporate intervene to enforce the non-smoking provisions of my lease and provide a habitable, smoke-free living environment.

  Business Response

  Date: 08/29/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the ongoing secondhand smoke issues you’ve experienced at Broadstone Sterling Ranch and the impact it’s had on you and your family.
  We’ve contacted the team at Broadstone Sterling Ranch and their leadership so they can review your concerns regarding enforcement of the no-smoking policy and your request for a habitable, smoke-free environment. A Greystar representative will reach out to you within 10 business days to follow up.
  We appreciate your patience as we investigate further.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/28/2025

  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 submitting a formal complaint regarding an ongoing and unresolved noise issue in my apartment at Savoy, Unit 567, managed by Greystar. I moved in on August 2, 2025, and immediately noticed persistent noise disturbances that make it extremely difficult to sleep and live peacefully.
  
  Since moving in, I have sent dozens of emails to the leasing office reporting the issue, but the problem remains unresolved. The noise continues nightly, often preventing me from sleeping until 2–3 AM, causing significant stress and impacting my health.
  
  I have attached video recordings documenting the noise as evidence. These recordings clearly demonstrate the ongoing disturbances that have been ignored despite repeated complaints.
  
  I have requested that Greystar either:
  1. Permanently resolve the noise issue, or
  2. Transfer me to another available unit at no additional cost.

  Business Response

  Date: 08/29/2025

  Hi ****,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about the ongoing noise disturbances you've been experiencing at Savoy in Sunnyvale and how this has impacted your comfort and health.
  We’ve contacted the team at Savoy and their leadership so they can review your concerns in detail. A Greystar representative will follow up with you directly within 10 business days to discuss your situation further.
  We appreciate your patience while we investigate.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/28/2025

  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.

  This apartment is subtracting $110 from our security deposit with the following charges: cleaning one line of dust on a fan ($10), removing the lint trap in the dryer ($25), cleaning the oven ($25), and shampooing the carpets ($50). We hired professional cleaners for the carpet, kitchen, and laundry, and have proof that the oven was clean and the carpets. The apartment is saying this carpet cleaning is standard; however, it is not anywhere in our lease. Furthermore, the oven was spotless with proof provided below; they are falsifying proof.

  Business Response

  Date: 08/28/2025

  Hi *******,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the frustration related to the move-out charges from your time at Braeswood Place.
  We’ve contacted the property team and their leadership so they can review your account and the documentation you’ve provided. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  We appreciate you bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/28/2025

  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.

  If you look at the correspondence I have been the one to try and resolve this issue I have not had any help from anyone from Greystar and this is now affecting my ability to buy a home for my family. This will be affecting my credit and I have a major problem with that. This has become more of a hassle for me that it is worth. I am not in anyway satisfied with the work of the company and 4 almost 5 months to get anything from Greystar in regard to my account is absolutely unacceptable. I am the one who is having to make sure they are doing their job correctly, no. I was doing everything to cooperate with them and now I am just flat out upset at their lack of intelligence to do their job. I have been as patient as possible with this company and I am done with being patient. Completely unacceptable and unprofessional for a business to do this to their tenants. It has become a hassle and a stressful situation for me that, it has become a daily hindrance on my mind now and financial stress that never should have been there to begin with.

  Business Response

  Date: 08/28/2025

  Hi *******,
  Thank you for reaching out and sharing your concerns. We’re very sorry to hear about the ongoing issues you’ve experienced related to your account at Riverpointe Apartments.
  We understand how important it is to resolve matters like this quickly—especially when they can affect your credit and home buying process. We've contacted the appropriate team at Greystar, including the leadership that handles billing and collections, so they can review your concerns and follow up with you directly. A Greystar representative will be in touch within 10 business days.
  Thank you again for your patience, and we appreciate you bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/27/2025

  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 began paying rent with Avana Lexington on August 1, 2025. Upon move in there has been a complete lack of communication between the management and myself. When first arriving to the complex, it was extremely dirty. My apartment inside was dirty and filled with miscellaneous maintenance, trash and tools. I had over a week of no washer and no hot water. Windows do not open which is a safety concern. And there are many other maintenance issues that have not been resolved or even looked at since moving in. My apartment was not moving ready. Since living at this complex for the past three weeks, there has been issues with neighbors as well. Even though this is a non-smoking property, my downstairs neighbors, continuously, smoke marijuana, which causes for my whole apartment to smell like smoke and marijuana. I have sent in many complaints about this issue. My lease agent sent out a warning and a written warning as well to them. Since then, I have sent my lease agent a picture of their patio that had marijuana sitting out. This is against the lease agreement and has been an ongoing issue that has not been resolved. I am wanting to get solutions to these issues and to speak with a manager but there is a lack of response from the company. I also want a reduced rent since my apartment has had many issues and has been a struggle.

  Business Response

  Date: 08/28/2025

  Hi ******,
  Thank you for sharing your concerns with us, and we're truly sorry to hear about your experience since moving into Avana Lexington.
  We apologize for the condition of your apartment at move-in and the delay in addressing maintenance and safety issues, as well as the discomfort caused by neighbors violating the community’s non-smoking policy. We understand how frustrating this must be, especially given the lack of timely communication you've described.
  We've contacted the on-site team at Avana Lexington, along with their regional leadership, so they can investigate your concerns and follow up with you directly. A Greystar representative will reach out to you within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/27/2025

  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.

  Former tenant at this apartment. I have called to receive information about my security deposit which is due back to me. Avana Landing has not picked up or returned a single phone call over the course of 2 weeks.

  Business Response

  Date: 08/28/2025

  Hi *******,
  Thank you for reaching out and letting us know about your concern. We’re sorry to hear that you haven’t received a response regarding your security deposit refund from Avana Landing.
  We’ve contacted the on-site and regional leadership team for the community so they can investigate your request and follow up directly with you. A Greystar representative will be in touch within 10 business days.
  We appreciate your patience and thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/27/2025

  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 a tenant at Aston at Gateway in El Monte, CA, managed by Greystar.On August 20, I spoke with Assistant Manager Clara H****** regarding my move-out. She repeatedly interrupted me and insisted that all tenants must pay repainting fees upon move-out regardless of the unit’s condition (unless living there for more than three years). She told me to read the lease carefully.On August 25, I returned to the office to ask her to show me the specific lease clause. She immediately cut me off, refused to answer, raised her voice, accused me of “attacking” her, and ordered me to leave the office. At no time did I threaten or touch her; I only asked her not to interrupt me. A witness was present who can confirm that I did not attack her.This unfounded accusation and unprofessional behavior caused me distress and prevented a calm and constructive discussion. I am also concerned that her misleading statements indicate the company may attempt to unfairly withhold my security deposit at move-out. In addition, her unstable reaction makes me fearful that she may make further false accusations against me or create negative internal records that could affect my tenancy.I request:1.Written clarification if repainting is automatically charged for tenants under 3 years.2.Explanation why staff can cut off tenants and refuse to answer lease questions, even asking tenants to leave when they raise issues.3.Investigation into the Assistant Manager Clara’s conduct. She made a false accusation that I “attacked” her and ordered me to leave the office without cause. This behavior constitutes tenant harassment and made me feel unsafe.

  Business Response

  Date: 08/28/2025

  Hi ****,
  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about your recent experience at Aston at Gateway and the distress it has caused you. We understand how important it is for residents to feel heard and respected, especially when discussing matters related to move-out and lease terms.
  We’ve contacted the team at Aston at Gateway and their leadership so they can look into the situation further. A Greystar representative will follow up with you directly within the next 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/26/2025

  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.

  Live at 1919 Mile High Stadium Circle
  Denver Colorado 80204. Moved out 6/24/2025. Have not received any mail or follow up for this company about my security deposit. In the lease it states they have 60 days to give me a written statement. It has been over 60 days. Called the office today, and they stated “sorry you aren’t going to be getting it back”. Let them know Colorado law requires them to send me a breakdown of why in the first 60 days. Said they could send me pictures. When I moved out I gave them my address on the form they made me fill out.

  Business Response

  Date: 08/28/2025

  Hi ****,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the difficulty you’ve experienced in receiving a breakdown of your security deposit following your move-out from 1919 Mile High in Denver.
  We’ve contacted the onsite team and their leadership to investigate this further. A Greystar representative will follow up with you directly within 10 business days to address your concerns and provide next steps.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/25/2025

  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 my apartment (the lex at brier creek) on June 23, 2025. At my walkthrough, I discovered that the dryer produced a strong burning smell within seconds of turning it on. I immediately submitted a maintenance request, which was closed with no repair. I filed another request with no resolution, and finally went to the leasing office. They claimed the issue was the vent, not the dryer, and hired a vendor to clean it. Afterward, the burning/gas smell worsened and spread throughout the apartment. I am now afraid to use the dryer due to fire risk.
  
  I asked for permission to buy my own washer and dryer but was told I could not, as the community has nowhere to store the existing appliances. This leaves me forced to keep appliances that do not work. The washing machine also fails to complete cycles or clean clothes, and my maintenance request for this issue remains open and unaddressed.
  
  I also emailed management regarding these problems, but my message was ignored. I am being charged rent that includes in-unit washer and dryer, yet I cannot safely use them. I have not asked for a fee reduction, only that the appliances advertised and promised be functional.
  
  This situation creates both a safety hazard and a violation of my right to fair housing. I am requesting that management replace or properly repair the washer and dryer so I can use them safely, and that future maintenance and communication be handled promptly and professionally.
  
  I am filing this complaint with the BBB because the property has ignored my good faith attempts to resolve this directly.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at The Lex at Brier Creek. We’re very sorry to hear about the challenges you’ve faced with the in-unit washer and dryer, and how your maintenance concerns have been handled. We understand how frustrating and concerning this must be.
  We’ve contacted the property team and leadership at The Lex at Brier Creek so they can investigate this matter. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/24/2025

  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 live in apartment ****. I have four high pressure oxygen tanks for medical purposes (I have a prescription). The tenants of 9208 smoke an unknown substance that smells like marijuana. We have complained to Reagan, the property manager of the smoking, which is a fire hazard (actually explosion hazard) but she simply blows us off. We are unable to enjoy our patio with our granddaughter due to the concerns of 2nd hand marijuana smoke. Today 8/24/2025 at approximately 7:00 PM. The marijuana smoke was so intense that it was witnessed by the pool security officer that could smell the marijuana at the grill area in the pool (aproximately 20 feet away). He witnessed the smoker on the second floor and the smell. He called his manager in regards to needed to file a report. His manager said that his authority is limited to the pool area and since the smoker was observed and the scent smelled came from Apt 9208, it was outside his jurisdiction. We have 4 witnesses to today's smoking. All witnesses had to leave the patio of **** due to the strong marijuana smell and fears of second hand smoke. Greystar management has breached the lease. The property is a smoke free property. Management has allowed marijuana smoking within 10 feet of my open oxygen tanks creating a death/fire/explosion hazard. Greystar Property has exposed myself, family, friends and granddaughter to marijuana second hand smoke. Since Greystar has breached this months lease we are entitled to full refund of this months rent. We were unable to use our patio, our apartment is penetrated by marijuana smell and we are even unable to use the pool at times due to the second hand marijuana exposure. We would like a meeting with Corporate Office so they can take the 4 witness statements and the statement of the security officer. We require the termination of Reagan due to her refusal to take this health hazard and breach of lease seriousely.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at Broadstone Cross Creek Ranch. We’re very sorry to hear about the discomfort and health concerns you’ve encountered due to smoke exposure near your apartment and appreciate you taking the time to outline the situation in detail.
  We’ve contacted the onsite team at Broadstone Cross Creek Ranch along with their regional and property leadership so they can investigate this matter. A Greystar representative will be in touch with you within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team