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

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  Callia

  4100 N Central Ave Phoenix, AZ 85012

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  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

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  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

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:08/06/2025

  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.

  I’m a tenant at Bellrock Summer Street and am filing a BBB complaint due to unprofessional property management and unsafe living conditions.
  
  A damaged bathtub was reported to management on July 21, 2025. Two failed repair attempts were made without notice, using hazardous chemicals that left the tub unusable and caused me to slip and come into direct contact with uncured materials. My health was impacted, and personal belongings were damaged.
  
  I’ve submitted formal lease termination based on Texas Property Code § 92.056. The complex has offered no assistance or accountability and has failed to maintain a safe, habitable unit.
  
  I am requesting the BBB intervene in this matter and ensure no further harm comes to future tenants.

  Business Response

  Date: 08/07/2025

  Hi *****,
  
  Thank you for sharing your concerns with us. We’re very sorry to hear about the issues you’ve experienced at Bellrock Summer Street, particularly regarding the bathtub repair, the impact on your health and belongings, and your concerns about the unit's habitability.
  
  We’ve contacted the local team at Bellrock Summer Street, along with their leadership, so they can investigate this matter and ensure a Greystar representative contacts you directly within 10 business days.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/06/2025

  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 am filing a complaint against Greystar Property Management related to an improper charge of $275 and an unjustified $385 penalty that I believe is retaliatory and legally unfounded.
  
  Key Details:
  
  Date of application (occupant): May 19, 2025
  Property applied for: The Winnifred (Charlotte, NC – managed by Greystar)
  Amount paid: $275 total (including a $75 non-refundable application fee and a $200 administrative fee)
  Application signed. No lease was signed.
  
  Date dispute initiated: June 2025 (exact date unavailable, initiated through my bank)
  Date of retaliatory charge: July 23, 2025
  Dispute status: Still under bank investigation; neither I nor Greystar has been awarded the funds.
  
  What Happened:
  
  On May 19, 2025, I submitted an application to rent at The Winnifred and paid $275. The process required my guarantor to complete a separate form. However, the guarantor form was never delivered due to a technical issue on Greystar’s end.
  
  I contacted Greystar management by email and was told that either the form would be re-sent or I would be refunded. Neither happened. Despite multiple follow-ups by email and phone, I received no response or assistance for an extended period.
  
  Due to the lack of communication and failure to render services, I disputed the $275 charge through my bank in June 2025.
  
  Then, on July 23, 2025, Greystar attempted to charge me an additional $385, claiming it was a result of the dispute. However:
  
  I never signed a lease or agreed to any such penalty.
  The application documents provided by Greystar contain no mention of a $385 "move out fee" which is what they attempted to charge because of the dispute.
  
  This charge appears to be retaliation for a lawful dispute under the Fair Credit Billing Act. At the time of the $385 charge, the dispute had not been resolved and no party had received the funds. I consider this a deceptive and abusive practice.

  Business Response

  Date: 08/07/2025

  Hi *******,
  Thank you for bringing your concerns to our attention. We’re sorry to hear about the experience you had with the application process at The Winnifred, including the issues with your guarantor form and the charges in dispute.
  We’ve contacted the team at The Winnifred and their leadership to review your concerns, including the disputed charges and communications related to your application. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/06/2025

  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.

  Moved out of apartment 7/21/25, provided move out notice via email and in person. Greystar did not pro rate my rent during this month as stated in the lease. Grey star is trying to charge me rent for the month of August even though they gave me move out credit on my account. Have called both the local apartment and corporate office several times and left messages at various times of the day. No response from either.

  Business Response

  Date: 08/07/2025

  Hi *****,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the confusion surrounding your move-out from 42 Magnolia + 5000 Forest and the billing issues you described.
  We’ve contacted the property team and their leadership so they can look into this further and ensure a Greystar representative reaches out to you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/06/2025

  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 am submitting a complaint against Parc at 21st and Rock regarding excessive and unfair move-out charges. Our lease ended July 29, 2025, but we turned in the keys on Monday, July 28. My husband personally handed them to a staff member in the office. However, management later claimed we never returned them, likely due to the employee failing to document the handoff. We were then charged a total of $843.36, which appeared in the resident portal. Charges included: Carpet cleaning: $75, Full paint: $250, Drip pans: $40, Full cleaning: $175, Blinds: $100.
  We dispute most of these charges. Aside from the blinds, the unit was left clean and in good condition. We have video evidence from our move-out day showing that the walls and carpets were not damaged, and the unit was cleaned thoroughly. The apartment was already in a run-down condition when we moved in, with visible wear and tear throughout.
  We did not pay a direct deposit to the complex; instead, we used Jetty, a third-party deposit service. Despite this, we were charged excessive fees without justification or the opportunity to review or dispute them in advance. Attempts to resolve the issue with apartment staff have been unsuccessful. We were met with indifference and no explanation for the high charges. We are requesting: A detailed, itemized statement with photo evidence of all claimed damages or cleaning issues and Removal or reduction of any unjustified charges from our account. We are prepared to provide video proof of the unit’s condition and hope the BBB can help facilitate a fair resolution.

  Business Response

  Date: 08/07/2025

  Hi ***,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience with the move-out process at Parc at 21st & Rock, including the charges assessed after your lease ended and the confusion surrounding the return of your keys.
  We’ve contacted the onsite team and property leadership at Parc at 21st & Rock so they can review the details of your account, including the charges listed and your communication with the team. A Greystar representative will reach out to you directly within the next 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/06/2025

  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.

  Here at the Ellicott House 4849 Connecticut Ave. NW. Washington DC the building is not up to code and has serious health violations i.e., constant flooding,toxic, black mold, everywhere, broken and dangerous elevators, exposed wires, chipped led paint contaminated drinking water holes in every part of the building for Pest environment, and the list goes on and on

  Business Response

  Date: 08/07/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the health and safety issues you've experienced while residing at Ellicott House.
  We’ve contacted the onsite team and property leadership at Ellicott House in Washington, DC so they can investigate the matters you’ve raised. A Greystar representative will reach out to you directly within the next 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/06/2025

  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.

  The Asher has withheld my security deposit and charged me $1,097.69 for move out. The charges include: $215.00 cleaning fee, $130.00 carpet cleaning fee, $369.59 for painting, and $383.10 for utilities. The utilities cost should be deducted from my safety deposit however the rest of the fees are not aligned with the condition of the apartment I moved into. I have photos that show food spattered on the walls, carpet damage, mold filled dishwasher which was replaced, and a moldy laundry machine. With this considered, it is abundantly clear they are price gauging and I have the emails that back up the appliance replacements. With this considered, I should be refunded the difference between my utilities from my safety deposit which is $216.90.
  
  I included their inspection report which has 16 photos of “wall damage,” but upon closer inspection 6 photos indicate sloppy painting, 6 photos show nail damage which is smaller than a dime and 4 photos of wall scrapes. Overall such damage would simply require spot-painting that would require no more than 2oz of paint and a small container of putty. Hence the cost to paint is severely misaligned with what they require. Considering how dirty the apartment is, it is unlikely they painted the entire apartment. If they had painted the apartment prior to me move in, there wouldn’t of been food splattered on the walls.

  Business Response

  Date: 08/07/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration regarding the move-out charges at The Asher, including fees for painting, carpet cleaning, and general cleaning, as well as your concerns regarding the apartment's condition at move-in.
  We’ve contacted the local team at The Asher along with their leadership so they can investigate your concerns in full. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns and next steps.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:08/05/2025

  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 a complaint against Greystar regarding an excessive carpet replacement charge issued after my move-out of 12007 Northlake Height Cir Ne Atlanta GA 30345. I believe the charge is unreasonable given the condition of the carpet at the time of my departure. Over the past two months, I have repeatedly requested documentation to justify the charge, but Greystar has been extremely uncooperative.
  
  They eventually provided an invoice; however, they have failed to respond to multiple follow-up requests for photographic evidence of the alleged damage. The only photos they sent appear to be from a different unit entirely — one that features hardwood flooring instead of carpet, making it clear that the images do not pertain to my apartment.
  
  This lack of transparency and refusal to provide relevant documentation has left me with no choice but to escalate the issue to the BBB.

  Business Response

  Date: 08/05/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration you've experienced regarding the carpet replacement charge following your move-out from Avana City North. We understand how important it is to receive clear documentation and communication during this process.
  We've contacted the onsite team at Avana City North, as well as regional leadership, so they can review the matter in more detail. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 09/06/2025

  Greystar has given me the run around I have asked several times for the pictures of my unit and they still have not provided them and continue to send me a generic email stating I owe the charges. On top of that they have no formal dispute, review, or investigative process to look into or review the alleged damage. 

  Customer Answer

  Date: 09/06/2025

  I am requesting this complaint be reopened. Greystar has failed to provide any valid documentation supporting their claim of carpet damage in my unit. Despite repeated requests, they have only sent photos of a different apartment with hardwood floors and a different layout. These photos are not of my unit. If Greystar continues to insist they are, then it is impossible for me to be charged for carpet damage in a unit that has no carpet.
  
  
  I have repeatedly asked for proper evidence of their allegations. Instead, I have been referred back to the same representative, Ms. Browning, who has been unprofessional and unhelpful. My request for information about any formal review, dispute, or investigative process was dismissed with a generic statement that “the charges will stand.” No good-faith investigation has been conducted.
  
  
  At this point, Greystar is attempting to collect charges without providing proof or substantiating their claims. I am requesting that these charges be removed unless Greystar produces valid, unit-specific evidence. If this is not resolved, I will consider pursuing the matter through legal channels.
  
  

  Customer Answer

  Date: 09/06/2025

  In reference to my previous complaint, I would also like to note that these charges were assessed after I was forced to complete an emergency move-out required by Greystar due to a maintenance issue in the apartment next door. Because of the sudden move-out, I was not given a reasonable opportunity to address or clean the unit prior to leaving.

  Customer Answer

  Date: 09/09/2025

  Greystar has given me the run around I have asked several times for the pictures of my unit and they still have not provided them and continue to send me a generic email stating I owe the charges. On top of that they have no formal dispute, review, or investigative process to look into or review the alleged damage. 

  I am requesting this complaint be reopened. Greystar has failed to provide any valid documentation supporting their claim of carpet damage in my unit. Despite repeated requests, they have only sent photos of a different apartment with hardwood floors and a different layout. These photos are not of my unit. If Greystar continues to insist they are, then it is impossible for me to be charged for carpet damage in a unit that has no carpet.
  
  I have repeatedly asked for proper evidence of their allegations. Instead, I have been referred back to the same representative, Ms. Browning, who has been unprofessional and unhelpful. My request for information about any formal review, dispute, or investigative process was dismissed with a generic statement that “the charges will stand.” No good-faith investigation has been conducted.
  
  At this point, Greystar is attempting to collect charges without providing proof or substantiating their claims. I am requesting that these charges be removed unless Greystar produces valid, unit-specific evidence. If this is not resolved, I will consider pursuing the matter through legal channels.

  In reference to my previous complaint, I would also like to note that these charges were assessed after I was forced to complete an emergency move-out required by Greystar due to a maintenance issue in the apartment next door. Because of the sudden move-out, I was not given a reasonable opportunity to address or clean the unit prior to leaving.

  Business Response

  Date: 09/09/2025

  Dear ****,
  Thank you for sharing these additional details with us. We’re very sorry to hear about the continued frustration you're experiencing regarding the move-out charges and the lack of supporting documentation.
  We’ve notified the leadership team overseeing the property so they can investigate this matter thoroughly. A Greystar representative will follow up with you directly within 5 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 09/10/2025

  
  First, Greystar has still not provided me with pictures of my actual unit, despite my multiple requests. The photos they submitted are clearly not from my apartment. The alleged pictures show a different layout and flooring (hardwood with no carpet), which does not match my unit at all. If Greystar insists those photos are of my unit, then it is even more clear that I should not be charged for carpet damages, as the unit pictured does not even contain carpet.
  
  Second, Greystar has failed to acknowledge that my move-out was an emergency move-out, forced by a maintenance issue in the neighboring unit. This sudden move left me with no time to clean or address the condition of the carpet. It is unreasonable for Greystar to impose charges under those circumstances.
  
  Finally, this matter has now been ongoing for several months with no resolution. I have been emailing back and forth trying to resolve this in good faith.
  
  Unless this matter is properly addressed, I will have no choice but to continue pursuing other avenues, including small claims court.
  
  

  Customer Answer

  Date: 09/11/2025

  Attached is the response I received yesterday after again requesting the pictures of my unit. Greystar has shown no intention of providing the correct documentation to validate the alleged carpet charges or to properly investigate the matter.”
  
  

  Business Response

  Date: 09/11/2025

  Thank you for following up and providing more context. We're sorry to hear about the ongoing dispute regarding your move-out charges and the difficulty you've had obtaining accurate documentation.
  We’ve contacted our leadership team so they can review the details of your concern — including the unit photos and the emergency move-out circumstances — and have a Greystar representative follow up with you directly within 2 business days.
  Thank you again for your patience as we look into this further.
  The Greystar Team

  Customer Answer

  Date: 09/11/2025

  I am rejecting Greystar’s response because it is nearly identical to their original reply and still provides no action or resolution. I have repeatedly requested documentation showing damage in my actual unit, but only received photos of a different unit. Despite their promises, no cooperation or meaningful follow-up has taken place.
  
  
  

  Business Response

  Date: 09/12/2025

  Hello,
  Thank you for following up.
  Please allow time for our team to investigate this matter
  for you and then to reach out directly. You should expect a response from a
  team member within 24-48 hours.
  We appreciate and thank you for your patience during this
  time.
  Thank you,

  Customer Answer

  Date: 09/19/2025

  I am rejecting Greystar’s response. Greystar stated they would contact me within 24-48 hours, but I have not received any communication since their initial message on 09-15. Additionally, the photos provided months ago clearly show a unit with a completely different layout and only hardwood floors—not my unit, which has carpet that Greystar is charging me for. Despite multiple requests, accurate pictures of my actual apartment have still not been provided.
  I expect to receive accurate photos of my unit so that I can consult with a flooring expert to determine the validity of the charges. Depending on the expert’s assessment, I will decide whether to pay or pursue the matter further, including potentially taking it to small claims court with expert testimony on my behalf.
  

  Business Response

  Date: 09/22/2025

  Hello,

  Thank you for your message and for confirming that our teams followed up with you directly on September 15, following our communication on September 12.

  We’ve asked the team to reach out to you again to provide a resolution. Once they’ve done so, we will consider the matter closed on our end. We encourage you to continue working directly with this team, as they are best positioned to address your concern.

  Thank you,
  The Greystar Team

  Customer Answer

  Date: 09/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Your message states I was contacted on September 15, but that is incorrect. No one from your team has reached out to me and I still have not received the pictures of my unit that I requested.
  
  
  

  Business Response

  Date: 09/22/2025

  Hello,

  Please see attached of what the onsite team has provided. They have advised that Mr. **** has not returned any of their calls or emails. 

  Thanks,

  The Greystar Team

  Customer Answer

  Date: 09/22/2025

  You can close my complaint. After my last response about Greystar not contacting me l received an email from the community manager. I still do not have accurate photos of my unit but they are dismissing the carpet charge so it no longer matters.

• Initial Complaint

  Date:08/05/2025

  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.

  08/01/2025 was my move out date. I was told I had to turn the mailbox key in by 5:30 pm 08/01/2025 but I was still able to move my stuff of as long as the mailbox key was turned in. After leaving the office the door access was taken away - leaving my belongings in the apartment. The office was closed so I could not call anyone. I emailed the regional manager (Dana Wright) and she said they would be throwing my stuff away and charging me. I also have a recording of the key return where I asked if I could still move my stuff and she said yes. I keep going back and forth just trying to get my stuff out because I did exactly what I was told to do and now the office is lying. All this started because I reported the Property manager for unfairness.

  Customer Answer

  Date: 08/05/2025

  I do apologize - My computer populated my managers name instead of my information - everything is correct except the first name. This complaint is for Fieldstone Apartments in Mebane NC 27302

  Business Response

  Date: 08/05/2025

  Hi ******,
  Thank you for reaching out and sharing this with us. We're sorry to hear about the difficulty you’ve experienced during your move-out from Fieldstone Apartment Homes. We understand how stressful this situation must be and appreciate you bringing it to our attention.
  We’ve contacted the onsite team at Fieldstone, as well as regional leadership, so they can investigate what happened and follow up with you directly. You can expect a Greystar representative to reach out within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/04/2025

  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.

  have lived at one of Greystar’s properties for 3 years (now called the Accolade in Athens, GA), recently moving out. The staff at the property was incredibly uncommunicative and impossible to get in contact with when I had issues, so much so that I once had to drive an extra 4+ hours to get my key since they switched the locks with little notice and would not answer my calls/emails about the problem.
  
  Further, I have now moved out of the apartment and was charged a $35 move out fee. When I called to dispute the charges for trash being left and I spoke to two separate women who are the rudest customer service personnel I have ever spoken to. One of them even told me that I "needed to calm down because I was yelling in her ear over the phone." Her name was Christina O*****. She also stated “if this is how your coffee table looked, I can imagine how dirty the rest of your apartment was.” The other person was named Lynn R*** and was equally as rude. When I asked to stay on the phone with her about charges when I moved it, she promptly told me "that I was not her only customer and she cannot hold up the line" to which I said but then I just have to call back. This kind of customer service is completely unacceptable and rude. I could provide more information on how rude they were to be during the entire call.
  
  Further, the $35 charge was for a bag of trash that was left in the hallway outside of my apartment (my apartment is across the hall from the trash shoot). I did not leave this bag of trash randomly in the hallway. When I said I did not leave it, they asked me for proof. I, of course, do not have any proof because well I don't take a picture in the hallway every single day. However, I did not leave any trash and to accuse me of doing so is unbelievable. Further, I spent 2-3 hours cleaning my apartment before I left. There was a small amount of dust on a coffee table (this table gets dust on it after one day). They didn’t respect my dispute and were rude.

  Business Response

  Date: 08/05/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience regarding the move-out charges and the interactions you described at The Accolade in Athens. We understand how frustrating this must have been, especially after your long-term residency.
  We've contacted the property team and their leadership so they can look into what happened and have a Greystar representative reach out to you within the next 10 business days.
  We appreciate you bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/04/2025

  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.

  May 30, 2025 my guest bathroom toilet backed up from my upstairs neighbors apartment, overflowing into my unit. The bathroom was covered in toilet paper, feces and undigested food. I heard them flush the toilet upstairs & the toilet started overflowing more. I called emergency maintenance and the maintenance manager cleaned up some of the sewage & dumped it in the bathtub, contaminating the shower. He couldn’t fix the issue so he called a plumber. The plumber was stating that he needed a camera to see inside the pipes because he could feel something blocking it. He told the maintenance manager to call someone out with a camera to take a look because it could overflow again. The maintenance manager sloppily mopped the floor with a mop & left. He didn’t wipe anything but the floor. Immediately after he left, I started using my own steam mop to sanitize it and then I realized there was thick amounts of sewage still piling up as I mopped. The tub, walls, floors, toilet, cabinets are all still visibly dirty with sewage and the floor board cracks have poop in them. I contacted the property to have the bathroom professionally cleaned as sewage is a health and safety hazard & that’s how it should’ve been addressed in the first place. After I sent photos to the office, the office told me they’d be in touch with maintenance to see what they could do. I was forwarded to the office manager Larita Bryson and she also said she’d be in touch with me regarding the sewage and now mold that has grown from it and hasn’t. I’ve continued to message them and make phone calls to the office management & I’ve been given the run-around with office staff and my messages and complaints have been ignored. I contacted greystar corporate online through email twice, with also no response. Health & safety of residents in an apartment should be top priority and not take over two months to fix. Why am I paying for a two bathroom apartment when only one is usuable?

  Business Response

  Date: 08/05/2025

  Hi *******,
  Thank you for sharing your concerns with us.
  We’re very sorry to hear about the situation involving the sewage backup in your guest bathroom at Alta 99th and the difficulty you've experienced getting it resolved. We’ve contacted the Alta 99th team and their leadership so they can fully investigate the issue and have a Greystar representative follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team