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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

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:11/04/2025

  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.

  *8/11/25. My first visit to Larkspur Apts in Allen Texas. I responded to an ad regarding a promo if I signed a lease within a certain amount of time. I went on a tour and was greeted by the FRIENDLIEST staff and property manager. I received an unsigned lease stating the one bedroom was $1295 a month for 12 months. *8/15/25. I returned to sign the lease. I did not move in. I didn't have time to stay and speak with the property manager, K**. I had to return to an agency immediately after signing. I did not notice the new rental increase. *8/21/25, I moved in. Shortly after, I logged into the tenant portal and saw massive errors, wrong accounting, $1298 rent, etc. I reached out to K** by email regarding the errors. After that, I checked the tenant portal again. The errors were still there. I asked the concierge desk/leasing office to print a hard copy. I reviewed it and made note of all errors. *11/3/25, this was my first time going into the leasing office since signing the lease. I turned in my rent payment with the list of errors. (Kat placed a credit on the account that doesn't add up.) Today, we were back & forth on email. The errors roll over into the next month. I stressed to Kat, that a corrected tenant ledger showing accurate dates and amounts protects me from her company. In addition, I also receive inaccurate water bills from Conservice. This company is in Utah. They are basing their incorrect info on the tenant ledger. *Today, 11/4/24, Kat claims no one can manually override the accounting software, Yardi. (Where I previously lived, there was an error on the tenant ledger. The manager performed a manual override and corrected it on Yardi.) We are also in the midst of a government shutdown. (Day 31) I was informed that my funds MAY be impacted next month. Here, a 60 day vacate is mandatory. I informed Kat today. The fees that are to incur from early termination in 60 days were added to the incorrect tenant ledger. 60 days is January 4, 2026.

  Business Response

  Date: 11/05/2025

  Dear * *****,
  Thank you for reaching out and sharing your concerns regarding your experience at Larkspur at Twin Creeks. We’re sorry to hear about the challenges you’ve faced with billing discrepancies and confusion around your resident ledger.
  We’ve contacted the Larkspur at Twin Creeks property team and their leadership so they can investigate the concerns you’ve raised. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/04/2025

  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 a tenant at Lantana Uptown Apartments, 625 16th St, Oakland, CA 94612, and have consistently paid my rent on time. Since moving in, I have maintained active renter’s insurance without any lapse in coverage.
  Despite this, I am being billed each month by Lantana Uptown for a charge labeled “Premium due to CAS INS – renew.” These charges were never explained to me, and I have provided proof of my personal renter’s insurance to management multiple times.
  This appears to have been happening for approximately the past 12 months, with a recurring charge of about $11 each month, and it continues to appear as recently as November 2025. I have brought this to the leasing office’s attention on several occasions, but there has been no resolution. Additionally, my leasing office does not provide a detailed invoice of monthly charges, which makes it difficult to understand how my rent is calculated.
  This recurring, undisclosed charge appears to violate California requirements that all rental fees be disclosed and transparent to tenants.
  Requested resolution:
  I would like a full explanation of this recurring insurance-related charge, confirmation that it will be removed from my account if it was applied in error, and a corrected rent statement reflecting only authorized and properly disclosed charges.

  Business Response

  Date: 11/05/2025

  Dear ******,
  Thank you for bringing your concerns to our attention. We’re sorry to hear about the ongoing issues with your billing at Lantana Uptown Apartments, especially regarding the recurring renter’s insurance charge and lack of billing clarity.
  We’ve reached out to the onsite team and property leadership at Lantana Uptown so they can investigate this matter. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/04/2025

  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 apartment has EXCESSIVE FORMALDEHYDE LEVELS (attached figures). I moved into Elan Med Center (elanmedcenter.com/ ; phone: 833-284-1890; 7010 Staffordshire | Houston, TX 77030) in Houston (Apt. No. ***) and noticed a strong, unpleasant odor in my apartment. I reported this issue to management multiple times over two months, but they responded passively and did not resolve the problem. The smell caused me frequent headaches and made the apartment uninhabitable. I eventually purchased my own test kit and discovered that the formaldehyde level was above the safe limit.
  
  I am requesting that the management immediately address and resolve this issue.

  Business Response

  Date: 11/05/2025

  Hi *******,
  Thank you for bringing this to our attention. We're sorry to hear about the odor issue and the discomfort you've experienced while living at Elan Med Center. We understand your concerns about indoor air quality and how it has impacted your living experience.
  We’ve contacted the property team at Elan Med Center and their leadership so they can investigate further and follow up with you directly within 10 business days.
  Thank you again for your patience as we work to address this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/03/2025

  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 am submitting this complaint regarding Greystar, the management company for Elevate Long Beach Apartments, due to their failure to return my $1,000 security deposit in accordance with California law.
  I vacated my unit on September 27, 2025, and provided all required forwarding contact information to the management company at that time. Under California Civil Code §1950.5, a landlord or management company is required to return a tenant’s security deposit within 21 days of the tenant vacating the unit.
  As of today, November 3, 2025, I have not received the deposit or any itemized statement of deductions. I have made repeated attempts to contact the management office via phone and email, including a formal written demand sent on October 31, 2025, but have received no response.
  The management company has also misrepresented facts, claiming they did not have my forwarding address despite the fact that I provided it when giving notice of non-renewal. I have documentation proving my communication and forwarding information.
  This ongoing lack of response, refusal to comply with the legal deadline, and misrepresentation of facts constitutes bad faith withholding of my security deposit. California law allows tenants in this situation to recover the full deposit plus statutory damages, and I am prepared to pursue small claims court action to recover the amount owed.
  I am requesting that Greystar/Elevate Long Beach immediately return my $1,000 security deposit and acknowledge the legal violations that have occurred. I also hope this complaint will serve as a warning to other tenants and prompt the company to improve its compliance with California landlord-tenant laws.

  Business Response

  Date: 11/05/2025

  Dear *****,
  Thank you for sharing your concerns with us regarding your experience at Elevate Long Beach Apartments. We’re sorry to hear about the delay in receiving your security deposit and the communication challenges you've encountered.
  We’ve contacted the Elevate Long Beach property team and their leadership so they can investigate this issue. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:11/03/2025

  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 / Emerald Palms Apartments
  (Include property address if you have it)
  Nature of Complaint:
  Failure to refund security deposit within required timeframe; improper rent and late fee charges; unresponsiveness to communication.
  
  I was a resident at Emerald Palms, a property managed by Greystar. I vacated the unit on September 8, 2025. Because the office was closed when I finished moving, I was unable to leave my keys. I immediately contacted the assistant manager, Edwin (who no longer works there), and informed him of the situation. I also explained that I had a family emergency and would be out of town until September 12, 2025. Edwin confirmed that it was okay.
  Despite this, I was later charged rent for the days following my move-out. Additionally, throughout my tenancy, I was frequently charged late fees even though my rent was paid on time through a government housing program — the management team simply processed the payments late.
  According to my lease agreement, security deposit refunds are to be issued within 15 days of move-out. It has now been almost two months since I moved out, and I have not received my deposit or any written notice explaining deductions.
  I have made multiple attempts to contact the property manager and office staff via phone and email. No one answers phone calls, and emails often go unanswered. My most recent email, sent on October 29, 2025, requested a copy of the refund check and confirmation of when it was mailed. I have received no response.
  
  I am requesting:
  Immediate refund of my full security deposit; or, if deductions were made, a detailed itemized statement and proof of mailing.
  Correction or refund of any improperly charged rent or late fees.
  Improved communication and accountability from Emerald Palms management.
  This has caused unnecessary stress and inconvenience, and I would like this matter resolved promptly.
  Thank you

  Business Response

  Date: 11/05/2025

  Hi ********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the challenges you've faced regarding your move-out from Emerald Palms, including the rent charges, late fees, and the delay in receiving your security deposit or an itemized summary.
  We’ve contacted the Emerald Palms property team and their leadership team so they can investigate and ensure a Greystar representative follows up with you directly within 10 business days.
  We appreciate your patience while they work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/01/2025

  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 on October 12 and surrendered my keys on October 13. I requested to have the remaining days of my last month’s rent credited for my owed balance from the utilities. I was told I would be charged a reletting fee. I then sent another request after being ignored about the credited days. I have attached the emails sent.
  
  I request for my days to be credited for the days the apartment complex was in possession of the unit.
  
  Please see attached correspondence with the office.

  Business Response

  Date: 11/03/2025

  Hi *****,
  Thank you for bringing this to our attention. We’re sorry to hear about the concerns surrounding your final charges at Kessler Jersey Village, including your request for rent credit for the remaining October days and the reletting fee issue.
  We’ve contacted the Kessler Jersey Village team and their leadership so they can review your account and follow up with you directly. A Greystar representative will be in touch within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/01/2025

  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 am filing a complaint against greystar property management company for failing to return my $500 security deposit and issuing unreasonable post-move-out charges.
  
  My lease ended on September 30, 2025, and I moved out and returned the keys on September 28, 2025. According to California Civil Code §1950.5, the landlord must provide an itemized statement and refund any remaining deposit within 21 days of move-out. However, the management company did not send me the move out statement until October 20, 2025, which is well past the legal deadline.
  
  Since October 20 , they issued three different move-out statements:
  
  The first showed a balance due of $61.83.
  
  The second changed to a refund of $24.84.
  
  The final version claimed I owe $242.20, without clear explanation.
  
  These inconsistencies are unreasonable and create confusion about what I actually owe. Furthermore, the charges for painting and cleaning are unjustified. From the move-out inspection photos, it is clear that the apartment was left in good condition, with no visible damage or heavy wear beyond normal use. Charging for paint touch-ups under these circumstances violates the California regulation that prohibits landlords from deducting for normal wear and tear.
  
  As of today, more than one month after my move-out, I have not received any refund of my $500 deposit, despite repeated follow-ups.
  
  I request:
  
  Full refund of the $158.17 that should have been returned to me (after legitimate cleaning and utility deductions).
  
  Removal of any unfair charges (paint, cabinet touch-up).
  
  Correction of all inconsistencies in the move-out statements.
  
  I would appreciate BBB’s help in resolving this matter fairly and promptly.

  Business Response

  Date: 11/03/2025

  Hi *****,
  Thank you for bringing your concerns to our attention. We're sorry to hear about the delays and inconsistencies you experienced regarding your deposit refund and move-out charges at Milano Apartments.
  We’ve contacted the onsite team and their leadership to review your account details, including the timing of your final statement and the charges assessed. A Greystar representative will reach out to you within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/31/2025

  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 received an email also on the msg portal regarding Halloween tenants participating in giving out candy. I was not notified to ask if I would and nor was I called to ask. However; to volunteer my apartment number on the list is violation of my privacy! I emailed and also replied to them on the app why they did put my name and also asked the leasing office to remove it but NO REPLY! A violation of my rights as a tenant. This is not acceptable!

  Business Response

  Date: 11/03/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the issue you experienced at Villas at 6300, particularly regarding your unit being listed for Halloween participation without your consent and the lack of response when you reached out.
  We've contacted the team at Villas at 6300 and their leadership so they can look into this matter and follow up with you directly. A Greystar representative will reach out to you within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/30/2025

  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 am filing this complaint regarding Greystar Union on San Antonio due to an unjustified $25 move-out fee and unprofessional behavior from their customer care representative.
  
  After moving out, I was charged a $25 fee for a supposedly “broken bar stool.” However, I have photo and video evidence clearly showing that the bar stool was not broken at the time of my move-out inspection. When I called Greystar’s customer care to dispute the charge, the representative immediately insisted that I had broken the stool without reviewing any of my evidence.
  
  During the call, the representative made inappropriate and condescending remarks, stating that they “know what they’re saying since they’ve been working since I was in a diaper.” This kind of unprofessional conduct is unacceptable and reflects poorly on a company managing residential housing.
  
  When I pointed out that I had proof of the bar stool being intact, the representative changed their reasoning, saying the issue was “actually a paint job” — an inconsistent and evasive explanation.
  
  I am requesting that the BBB investigate this matter and that Greystar Union remove the $25 charge and issue a formal apology for the unprofessional interaction I experienced. I can provide photo and video documentation upon request to substantiate my claim.

  Business Response

  Date: 10/31/2025

  Hi *****,
  Thank you for reaching out and sharing your experience. We’re sorry to hear about the concerns you encountered regarding the move-out charge and your interaction with customer service following your residency at Union on San Antonio.
  We’ve contacted the onsite team and their leadership so they can investigate this matter and ensure a Greystar representative follows up with you directly. You can expect to be contacted within 10 business days.
  Sincerely,
  The Greystar Team

• 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.

  Have not received the application fee after being denied. Have received request to submit information for refund, submitted information and have not received any information, follow up, or actual response in regards to the amount. Even spoken with agents at the apartment community about the refund and they have spoke of resolution but nothing has happened nor any further information has been provided. This occurred in February of this year (2025).

  Customer Answer

  Date: 10/31/2025

  The name of the Community is 601 Pax in Phoenix, AZ. 

  Business Response

  Date: 11/03/2025

  Hi *******,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the delay and lack of communication you’ve experienced regarding your application fee refund at 601 Pax in Phoenix.
  We’ve contacted the onsite team and their leadership so they can investigate this matter and follow up with you directly. A Greystar representative will be in touch within 10 business days.
  Sincerely,
  The Greystar Team