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

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  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

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  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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  Greystar

  15440 North 71st St Scottsdale, AZ 85254-5363

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2025

  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.

  My lease ended on 8/21 with Citizen House Wolf Ranch Apartments in Georgetown, TX. This apartment complex is owned by Greystar Worldwide, LLC.
  
  According to Texas Property Code §92.001(4), “normal wear and tear” refers to deterioration resulting from the intended use of a dwelling, such as faded paint or worn carpets. Landlords may not charge tenants for painting or cleaning unless there is evidence of damage beyond normal wear and tear.
  
  I was wrongfully charged for Painting, in the amount of $380.00 and cleaning in the amount of $151.55. My acct# is ******** and I want these charges removed. I left the apartment cleaned and in good condition. I requested pictures and was sent photos that have no descriptions, dates, or locations to prove it is my apartment, nor do they show any damage beyond normal wear and tear. The carpets and floors were clean, walls clean, windows and bathrooms all left tidy and cleaned. Fresh paint and a cleaning before they re-lease that apartment is an expense of the complex not the previous tenant. I am will be seeking legal action if this is not resolved.

  Business Response

  Date: 10/14/2025

  Hi **********,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration regarding the move-out charges from Citizen House Wolf Ranch.
  We’ve contacted the onsite team at Citizen House Wolf Ranch, along with their leadership, so they can review your account and the documentation you’ve referenced. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:10/09/2025

  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.

  If you would have asked me if I loved living at ludlam point in Miami, FL two years ago, I would have said absolutely yes! But the decline in management responsiveness and maintenance of the units and the last experience I had when trying to renew my lease has left me feeling completely taking advantage of and disgusted in the behavior of the leasing office and management company.
  
  In August we inquired on renewing our lease but changing to a downstairs unit. The property manager helped us in switch to a unit but basically rushed us into signing the lease and paying for the security deposit on the unit saying the unit was available now otherwise they’d rent it out to someone else. So we quickly proceeded with everything. Turns out, the unit they were so quick to get rid of had a severe roach infestation and we didn’t find out until the day before the move! We had to ultimately cancel the lease because the unit was unlivable
  
  It’s been over a month that we’ve moved out, and we still have no received our safety deposit for our old apartment plus the new apartment we never even moved into. I received confirmation I would be receiving a full refund of 1000$ 9/9 and they have yet to send it. Leasing office never answers phones, doesn’t answer emails and last time I spoke with one of the leasing office employees Steven he said they were aware but because they were changing management there would be delays in deposit returns” I did not know that they were above the law, their lack of proper management dos not allow them to hold my deposit money hostage past the allotted 15 days which is the legal statue in Florida. I asked for when they would be sending my deposit back and basically they said they didn’t know. I have still yet to hear about my deposit being returned or getting an actual response. Property manager will not answer emails or calls.

  Business Response

  Date: 10/10/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about your recent experience with Ludlam Point, especially around your unit transfer and the delay in receiving your deposit refund. We understand how frustrating this has been.
  We’ve contacted the team at Ludlam Point, along with their leadership, so they can investigate your concern and ensure a Greystar representative reaches out to you within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:10/09/2025

  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 charged us $431.25 for cleaning and painting of an apartment that we left spotless after we stayed for only 3 months. The leasing agent told us they charge everyone regardless of the state of their apartment. After months of trying to get the charges removed, they are now holding the check we sent covering our lease break fee saying they won't deposit it.
  
  Details:
  We rented an apartment in the Jackson School Village from April to July in 2024. We knew we were not staying for the lease duration, so we prepared to pay the lease break fee and avoided any damages to the apartment like hanging pictures, and we put an area rug under our table to catch any food spills, and generally kept the place spotless. When it came time to move out, we thoroughly cleaned the apartment and it was absolutely cleaner than when we moved in. I invited the leasing agent to come inspect the apartment on our move out day, but she declined and said since we were there only 3 months she did not expect us to receive any charges. I then thoroughly photographed the apartment and even made a video to prove that it was clean and undamaged. Greystar has offered no evidence that the paint was damaged or the apartment was not clean.
  
  On July 24 they sent us a move out statement with an additional $431.25 in cleaning and painting fees. We then spent months trying to first get in touch with their receivables department and then trying to get the extra charges removed. They offered to remove some of the charges but not all. We have sent them a check for the lease break fee, but now they refuse to deposit it claiming it has "paid in full" written on it and that keeps them from depositing it. We had taken a photo of the check and invoice before mailing it, and can clearly see that it did not when we mailed it.
  
  Our lease clearly states that we will only be charged if we do not clean adequately, but we did clean more than adequately. See attachment.

  Business Response

  Date: 10/10/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience at Jackson School Village and the frustration surrounding the move-out charges and deposit processing.
  We’ve contacted the team at Jackson School Village, along with their leadership, so they can investigate your concern and ensure a Greystar representative reaches out to you within 10 business days.
  The Greystar Team 

• Initial Complaint

  Date:10/09/2025

  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.

  Over payment for a rental unit with the union in Tuscaloosa Alabama
  Appropriate documentation has been provided and property manager is aware.
  PM has even stated will receive an email with directions for repayment. Have not received.

  Business Response

  Date: 10/10/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay in follow-up regarding your overpayment issue at Union Tuscaloosa. We understand how frustrating this must be.
  We’ve contacted the team at Union Tuscaloosa, along with their leadership, so they can investigate your concern and ensure a Greystar representative reaches out to you within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:10/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/09/2025

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

• Initial Complaint

  Date:10/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/09/2025

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

• Initial Complaint

  Date:10/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/09/2025

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

• Initial Complaint

  Date:10/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/09/2025

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

• Initial Complaint

  Date:10/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/07/2025

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

• Initial Complaint

  Date:10/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/06/2025

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