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

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  Miscela

  485 Foley St Somerville, MA 02145-1266

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  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

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:01/11/2024

  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.

  They are trying to put me in collections and I never lived there. They tried pulling this scam last year and BBB helped me get my money back. I never had a lease, as they denied my application. Make this stop!

  Business Response

  Date: 01/12/2024

  Dear **** *******,
  
  We have received your complaint and understand the distress this situation has caused you. We have reached out to the appropriate Greystar parties to investigate this issue thoroughly. Please be assured that we are looking into the details of your case and will provide you with a response as soon as we have more information.
  
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 01/19/2024

  What is going on with these people? They need to stop harassing me! I have never lived there, NEVER had a lease with them! They need to stop trying to scam me out of money! Make it Stop!!

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  01/21/2016, I signed a contract with an apartment complex on my own by the name of Villa Serena apartments. My father did notify the main office at Ocean Breeze apartments that I was no longer living there, since then I have not been signing any contracts with them. My name should've been removed from their lease agreement. My father passed away on 12/13/2023 and my sister and my brother went to the office to ask about the new contract since my father is no longer able to sign. Odd things were showing on their screen not on paper and noticed my name was still there, they were charging utilities since 2016 when they shouldn't have. I asked the assistant manager to backdate the update and she said it was not possible because it was the tenants responsibility to notify, which we did. We request that any money paid to them for overcharges due to the inaccurate information should be returned to the family.

  Business Response

  Date: 01/12/2024

  Dear ***** ******,
  
  We acknowledge the receipt of your complaint regarding the lease agreement issues at Ocean Breeze apartments. We have contacted the appropriate parties at Greystar to conduct a thorough investigation into the matter. We understand the importance of resolving this issue and appreciate your patience as it may take some time to review and address the concerns you have raised.
  
  Sincerely,
  The Greystar Team

  Business Response

  Date: 01/18/2024

  
  Dear Ms. ******,
  
  We hope this message finds you well. We wanted to inform you that the community manager has reached out via email to set up a time for us to discuss your concerns in detail. We are currently awaiting your response, and we are looking forward to our meeting to address and resolve the matters at hand.
  
  Best regards,
  The Greystar Team

   

  Customer Answer

  Date: 01/25/2024

  I need to update BBB, Ocean Breeze apartments manager confirmed via email that my name was removed from the contact on 2016 by the previous manager. There was a misunderstanding, my name was reflecting on the system but that did not mean I am going to be responsible for the unit or the lease as per the email. My brother and my mother will continue living in these apartments and this complaint should not create a future problems to them while living there. I would like to close this complaint as of today and will trust on their word. They been very helpful and offering solution to our concerns all the way through. Please notify Greystar or Ocean Breeze, thank you for your help on this matter, I will wait for something in writing to my email

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 name is ****** ******* and I am a resident of South Meadows Apartments located at 2800 S Meadows Rd, Santa Fe, NM 87507, which is a newly-built apartment complex managed by Greystar.
  
  I have been without heating in my apartment for more than a month currently with no resolution in sight, which is in violation of the state's laws specifying the obligations of the owner to provide heating, air conditioning, and ventilation in good and working order. The lack of heating is ongoing since December 9, 2023.
  
  Not only has the management of the apartments refused to fix the issue, but they have ignored all of my written notices specifying the breach and has ignored all attempts by the NM Office of the Attorney General to contact them regarding a consumer complaint that I have submitted against them. No level of management has attempted to provide a response to this matter, including the local, regional, and national management locations of Greystar.
  
  Additionally, and prior to this incident, I was the subject of an illegal entry by employees of the management on November 20, 2023, for which I have submitted an event with the local police department specifying the threats and harassment that the employees have leveled against me.
  
  Because of the previous incident and my complaints, it seems that the management is attempting to force me into termination of my lease by deliberately withholding a fix for my heating situation, and I have been unable to locate any official within local or state government who is able and willing to help me.

  Business Response

  Date: 01/11/2024

  Dear ****** *******,
  
  We have received your complaint and understand the seriousness of the situation regarding the lack of heating in your apartment and the other issues you've faced. We have contacted the relevant parties at Greystar and are actively investigating the matter. We aim to address your concerns promptly and will provide you with more information as soon as we have further details on the resolution of these issues.
  
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 01/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business has failed to give any information regarding a timeline for a fix. I now must require an exact date that a fix for my heating will occur, and the fix must not occur prior to this date. This will inform me as to whether I shall proceed to terminate my rental agreement with proper notice for the failure of the management to fulfill the obligations of the owner as specified in 47-8-20 NMSA 1978. Given that I have not already abated rent during the current January rental period as afforded to me by Paragraph (1) of Subsection A of 47-8-27.2 NMSA 1978, I am allowed to terminate my lease given a proper notice of at least seven (7) days prior to an attempt to fix the problem, as afforded to me under Paragraph (1) of Subsection A of 47-8-27.1 NMSA 1978. This either/or restriction is provided by Subsection D of 47-8-27.1 NMSA 1978. If I have no indication of if or when a fix will occur, then there is no reasonable way for me to initiate the moving process with the assumption that a fix will not occur by the time that I am ready to provide a termination to my lease. It is my assertion that this lack of communication regarding a timeline for a fix is a deliberate attempt to harass me and to force me into maintaining my current living conditions in a state of abject uncertainty. If an exact date for a fix is provided and the fix occurs prior to the date provided, then it will be my additional assertion that this action is yet another attempt to harass me by forcing me into making non-refundable payments and forcing me to engage in wasted effort as part of the moving process.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 01/12/2024

  Dear Mr. *******,
  
  We are writing to provide you with a comprehensive update on the ongoing matter pertaining to your complaints.
  
  Throughout our interactions with you and the communications exchanged with the Attorney General's office (attached for your reference), it has become apparent that certain crucial details have been omitted when raising concerns. In response, we have taken the initiative to meticulously outline corresponding remedies extended to you by South Meadow. This information has been conveyed through written communication, including emails and phone conversations.
  
  Unfortunately, during our phone discussions, you exhibited inappropriate conduct, involving instances of profanity and name-calling directed towards our management team. In light of this behavior, we made it unequivocally clear during our final conversation that such actions will not be tolerated.
  
  While understanding your frustration with the perceived lack of assistance from local or state government entities, it is crucial to note that our actions are in accordance with the New Mexico Uniform Resident Relations Act, and these entities are aware of this which is why we feel you have reached a dead end with these entities. 
  
  In response to your decision to also file a civil case, our legal representative, Mr. *** ****** from The Law Offices of *** ******, is actively addressing the matter filed with the city. Mr. ****** is currently formulating a formal response to you that acknowledges all complaints raised by you across various platforms. This response will underscore our stance on the unwavering refusal to tolerate harassment and abuse directed towards our management. Furthermore, it will reiterate the available options and remedies for you.
  
  Firstly, South Meadows did not enter your unit illegally; rather, a notification was dispatched to you four days prior to our entry on Thursday, 11/16/23. Subsequently, you were duly informed that we would be entering your unit on Monday, 11/20/23. For your reference, we have attached the notification sent to you via the Resident Portal, through which you manage online rent payments and receive South Meadows notices. This notice was in compliance with the 24-hour notification requirement as per the New Mexico Uniform Owner Resident Relations Act. Although you claimed non-receipt of the notice, you permitted us to complete the necessary warranty repair to your unit.
   
  On 12/9/23, you reported a malfunction in your HVAC unit. Contrary to your claim that South Meadows provided no remedy, we have been actively addressing the issue. At present, we are awaiting crucial warranty items from the construction company, which are indispensable for the HVAC unit repairs. Regrettably, the uncertainty surrounding the arrival of these parts hinders us from determining an exact timeline for the completion of the repairs.
   
  We want to emphasize that there is no truth to the allegation of personal retaliation against you. In fact, we provided you with a gift card for expressing your concerns, and you initially expressed satisfaction until inquiring about the timeline for HVAC repairs. Subsequently, you engaged in verbal name-calling directed at us and our staff, leading to a change in your perception of our initial conversation.
   
  It is pertinent to highlight that we have proactively offered you several alternatives to mitigate any inconvenience caused by this issue. In early December, you were presented with the following options:
   
  1. The option to move out without penalty, waiving the Early Termination fee as stipulated in the lease agreement.
  2. The opportunity to transfer to another unit, with all associated transfer fees waived.
   
  Additionally, you have been receiving a 1/3 reduction off the daily market rent for each day your HVAC unit remains unrepaired since December 2023. We have attached the ledger which shows your first 1/3 reduction for December from the date you filed your work order. You will continue to receive this at the end of each month until your HVAC is repaired or until you move out or transfer.  This is in compliance with 47-8-27.2 Abatement, of the New Mexico Uniform Owner Resident Relations Act.
   
  Considering the circumstances beyond our control regarding the repair timeline, we believe these options and the daily rent reduction are fair and align with the rights and privileges afforded to renters in the State of New Mexico. We are committed to ensuring that you continue to have these options and remedies available until the HVAC unit is fully repaired.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 19, 2023, we contacted Jaime K**, Greystar Property Manager for the Eighteen Ten State Street building in San Diego to inquire about what office would be responsible for refunding our security deposit. Unfortunately, we did not receive a response. On January 2, 2024, we sent another email seeking clarification on whether Greystar or the property owners, Boardwalk, would process our security deposit refund. Jamie K** responded on January 3, 2024, assuring us that she would investigate our security deposit status and provide an update. Despite this assurance, we did not receive further communication from Ms. K**. Consequently, on Friday, January 5, 2024, we reached out to her again, copying Wayne L***, Senior Property Manager representing the property owners at Boardwalk Investments Group. In this communication, we inquired about the status of our security deposit refund and reminded them that Saturday, January 6, 2024, marked 21 calendar days since we vacated the apartment and returned our keys and fobs. Expressing our concern, we informed them that several former residents have shared experiences of Greystar delaying security deposit refunds, a practice that violates California state law. We expressed our hope that we would not be included in the group of former residents who have faced such delays. Regrettably, we did not receive any response from either Ja**e K** at Greystar or Wayne L*** at Boardwalk. As of today, Tuesday, January 9, 2024, we still have not received our security deposit refund. We are filing this complaint because Greystar continues to violate California Civil Code 1950.5 (g) (1), which states, "No later than 21 calendar days after the tenant has vacated the premises... the landlord shall furnish the tenant, by personal delivery or by first-class mail... shall return any remaining portion of the security to the tenant... " Additionally, California Civil Code 1950.5 (l) states, "The bad faith cla** or retention by a landlord or the landlord's successors in interest of the security or any portion thereof in violation of this section... may subject the landlord or the landlord's successors in interest to statutory damages of up to twice the amount of the security, in addition to actual damages. The court may award damages for bad faith whenever the facts warrant that award, regardless of whether the injured party has specifically requested relief..." Greystar has acted in bad faith by retaining our security deposit refund beyond the 21 calendar days, even after repeated email communications. They have had ample opportunity to process our refund check and send it within the stipulated t**e frame, yet they persistently disregard California state law, processing refunds at their convenience in violation of the law. We are seeking the refund of our security deposit, totaling $400.50, in addition to statutory damages as outlined in California Civil Code 1950.5 (l). The statutory damages amount to twice the value of the security deposit, equivalent to $801. This request aligns with the legal provisions established to address the bad faith retention of security deposits. If we do not receive our security deposit refund by Saturday, January 13, 2024, we will be filing a California Small Claims Court case against Greystar and Boardwalk.

  Business Response

  Date: 01/11/2024

  Dear ***** and ***** **********,
  
  We acknowledge the receipt of your complaint regarding the delay in the refund of your security deposit. We have contacted the relevant parties at Greystar to thoroughly investigate this matter. Please know we will provide you with a response and further information as soon as we have more details.
  
  Sincerely,
  The Greystar Team

  Business Response

  Date: 01/22/2024

  Dear Mr. and Mrs. **********,

  We hope this message finds you well. Thank you for confirming the receipt of the refund deposit.

  As per our records, the refund was expedited and dispatched via overnight service on January 9th. We are pleased to know that it has reached you.

  With the confirmation of the deposit received on your end, we consider this matter to be resolved.

  We truly appreciate your understanding and cooperation throughout this process.

  Warm Regards,

  The Greystar Team

  Customer Answer

  Date: 01/22/2024

  Complaint ID: ********

  We want to emphasize that Boardwalk, not Greystar, reimbursed us for our security deposit. However, this resolution only came about after we made multiple attempts through emails and phone calls, and eventually having to threaten legal action to prompt Boardwalk to overnight the check to us. Prior to this, our emails and phone calls during December 2023 and January 2024 were ignored.

  It is noteworthy that the reimbursement check arrived AFTER the legal requirement of 21 days, a violation of California state law. This issue seems to be a recurring problem with Greystar, as evidenced by the experiences of two friends who moved out months ago. They faced significant delays in receiving their security deposits from Greystar as well, constituting a serious violation of the law. One friend also had to resort to threatening legal action, leading Boardwalk (not Greystar) to mail her a check. This troubling pattern extends to several other residents we are aware of, who also did not receive their security deposits within the 21-day timeframe required by law. Instead, they received their deposits two months later, indicating a systemic issue.

  Furthermore, Greystar asserts that they take matters seriously and promptly. However, this claim contradicts the experiences of previous residents, including ours, as well as negative reviews and complaints online that suggest otherwise. Additionally, if these issues were taken seriously and promptly, som***e from Greystar would have responded to our emails and phone calls, but we were ignored. Hopefully, going forward, Greystar will start obeying the law and reimburse residents for their deposits within the legally required 21-day timeframe.

   

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 cancelled a hold on a greystar property in July 2023 and expected to get a bill after talking with the property manager. I didn't hear anything from greystar afterwards. 4 month later, a collection agency contacted me for an invoice from greystar.
  1. Greystar failed to provide the bill within in 21 days after terminating the service.
  2. Greystar sent unexplained invoice to collection.
  3. Greystar's account receivable department refused to communicate regarding the bill.
  It is beyond the time that greystar could forfeit the deposit or charge any fees. The collection should be reverted.

  Business Response

  Date: 01/10/2024

  Dear ***,
  
  Thank you for bringing this matter to our attention. We have contacted the appropriate parties at Greystar regarding the concerns you've raised about the billing and collection process following the cancellation of your hold on a property. They are currently looking into the situation to understand and resolve the issue.
  
  We will provide you with a response and more information as soon as it becomes available. We appreciate your patience and understanding as we work to address this matter.
  
  Sincerely,
  
  The Greystar Team

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I haven't heard anything back from account receivables for the next steps. Please also contact Genesis to stop the collection. 
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 02/07/2024

  Dear ***,

  We wanted to inform you that we have reviewed and revised your Financial Account Statement (FAS), and it now reflects that the only remaining balance due is for the NSF (Non-Sufficient Funds) fee. To ensure clear communication and facilitate the next steps, we've also forwarded this updated statement to the Greystar Receivables team and have cc'd you in that correspondence so you can directly engage with them for further discussions.

  We have requested the Receivables Customer Care Department to assist with the payment processing for the balance owed as detailed in the attached revised statement. Additionally, we have asked them to halt all collections proceedings related to this account immediately, given the updated and reduced balance owed.

  
  Thank you for your prompt attention to this matter. Should you have any questions or need additional information, please don't hesitate to reach out to us or directly to the Receivables Customer Care Department.

  Best,

  The Greystar Team

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  4/6/23 - I moved out of The Nines
  Late April - I receive a refund of $43.82 of my $250 security deposit without any explanation or documentation of where the remaining security deposit was. I messaged The Nines requesting documentation.
  5/6/23 - I receive a message from The Nines with my account ledger. A portion of the security deposit had gone to the final utility bill which is appropriate; however, a standard cleaning charge of $110 was taken out of my security deposit which is against the AZ Landlord Tenant Act unless it is specified in the original lease agreement which it was not.
  5/8/23 - I call The Nines to inquire about the standard cleaning charge and inform them it’s against the AZ landlord tenant act. I am told that my account will be reviewed and I’ll receive a phone call in the next week with a resolution
  5/24/23 - I contact The Nines again because I never received a response. I am told that after looking into my account and not seeing any record of any signed move out cost sheet, that my account is being corrected and I will receive a check for the refunded amount
  11/8/23 - I was contacted by The Nines saying they sent a check that was never deposited. I stated I did not receive it and requested a new one
  12/31/23 - I received a check for just the $43.82 amount so I message The Nines inquiring about the $110 and attach my ledger. I still have received no response. Given that I moved out nearly a year ago, I would like to finally receive the full refund that I am owed immediately.

  Business Response

  Date: 01/10/2024

  Dear *********,
  
  We have reached out to the appropriate parties at Greystar and are actively looking into the issue regarding your security deposit with The Nines. We will provide you with a response as soon as we have one.
  
  Thank you for your patience as we work to resolve this matter.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 01/10/2024

  Dear ********* ********,
  
  We understand your concerns regarding the move-out process that took place prior to our transition to Greystar management at the Nines at Kierland. It appears that during this transition, your case for an additional refund might have inadvertently been overlooked.
  
  To rectify this, we are taking immediate action. Our team will contact the help desk to initiate the processing of your additional refund. We are committed to ensuring that this matter is resolved promptly and to your satisfaction.
  
  Thank you for your patience and understanding in this matter. We appreciate your cooperation and are here to assist with any further questions or concerns you may have.
  
  Best regards,
  
  The Greystar Team
  

• Initial Complaint

  Date:01/08/2024

  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 partner and I applied to live here in June. Their leasing agent took too long to answer us about the guarantor process and our application was “Denied”. Having charged me for no reason, I withdrew my payment and was eventually told that could not be done so I remitted payment. They nevertheless sent us to collections and are now being harassed by collections for payment that was already paid. See attachments below. They do not answer you when you call or email.
  
  I’m getting to the point where I’m going to walk in and demand to speak with someone because the collections agency is now pestering my father who was the more than qualified guarantor and he has just had open heart surgery and doesn’t need this stress.

  Business Response

  Date: 01/10/2024

  Dear **** *****,
  
  I hope this message finds you well. I'm reaching out to gather more information regarding the situation you described in your recent communication. Specifically, we need to clarify the apartment complex involved in this matter. You mentioned applying to live there in June, encountering issues with the guarantor process, and subsequent challenges with payment and collections.
  
  Could you please specify the name and location of the apartment complex you are referring to? This information will be crucial for us to look into your case more thoroughly and provide appropriate assistance.
  
  Thank you for your cooperation, and we apologize for any inconvenience you have experienced. We aim to resolve this matter as efficiently as possible.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 01/16/2024

  Dear Mr. *****,

  We hope this message finds you well. Below is a concise timeline of events:

  6/09/2023: The prospect applied for housing.
  6/10/2023: Kimberly, our leasing agent, sent a welcome email outlining the next steps in the application process.
  6/13/2023: The prospect responded to the email, attaching their income details.
  6/13/2023: Their application was denied by Onesite due to their guarantor not meeting the qualifications.
  6/13/2023: A denial email was dispatched to the prospect.
  6/16/2023: Kimberly made an outgoing call (the content of which is currently unknown).
  6/20/2023: The prospect contacted their bank to issue a NSF request, citing "Services not received."

  
  It's important to note that after their application was denied, the prospects decided to NSF their payment, leading Genesis to pursue the owed amount. However, it appears there was a bank intervention where the NSF was reversed, effectively settling the account balance.

  
  In light of these developments, we personally reached out to Genesis and received confirmation that the account in question has been released and is no longer an issue.
  Attached to this email, you will find a communication thread that provides further insights into these events.

  
  We hope this information helps clarify the situation. Please feel free to reach out if you have any further questions or need additional details.

  
  Best regards,
  The Greystar Team

  Customer Answer

  Date: 01/16/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I do want it on the record that the timeline of events is according to Greystar. We do not agree on this. Kimberly never answered us in between getting denied for the guarantor incorrectly because our guarantor made in fact 5 times the amount but I was not able to remedy that because Kimberly never answered us back. That is when we chose to rescind payment. 
  
  
  
  Sincerely,
  
  
  
  **** ****** *****

• Initial Complaint

  Date:01/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 has been contacting greystar me and my housing worker and a friend about the charges and we haven’t gotten a respond from them for months and when we continue to contact the property they were able to call and direct me to assign worker for greystar that will be assisting me and his name was Josh Echeverria so we waited on him to call me but didn’t get a call until weeks passed by Brianna S********* and she made a payment arrangements with me for 50$ and gave me her direct number to call her to make my payment her direct number is ************. But when i told my friend and housing worker. My housing worker wanted a confirmation of the payment arrangement in writing but haven’t gotten a call back from Brianna as she left her a voicemail. So me and my friend contacted Brianna from my phone and I gave her permission to speak to my friend and she told her when she stated my housing worker needed a letter of confirmation of my payment arrangements. Brianna told my friend that she didn’t make arrangements with me for 50$. And she will not give a letter of payment arrangements on a 10,000 or 5000 dollar arrangement and she also said she never got a call or voicemail from my worker and advised to tell the worker to call her which I did but she never responded to my call or my worker call. So my worker told me and my friend to call the assign worker which was josh. And my friend called him while I was right next to her and I was so shocked to hear josh say that Brianna left notes on the file stating that she made payments arrangements with me and I didn’t make the first payment so he sent it to collection agency. Genesis and then my friend explained everything to josh about what happened and he still remain with Brianna notes and had no concern about what she told us. So it left me totally devastated and so were my worker and friend. So we called the collection agency and we just looking at fixing all them outstanding charges or court proceedings. To be heard

  Business Response

  Date: 01/10/2024

  Dear Mr. *******,
  
  We have reached out to the appropriate parties at Greystar regarding your concerns, and they are currently investigating the matter. We will provide you with a response as soon as we have further information.
  
  Thank you for your patience as we work to resolve this issue.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 01/11/2024

  Dear Mr. *******,
  
  After careful review, it is clear that the proposed $50 monthly payment plan, which would extend over 18 years, is not feasible for us. Given the lack of payments over a six-month period, the account was inevitably sent to collections. We provided several opportunities to discuss and secure a reasonable arrangement. As for the written confirmation request, our policy only allows for "paid in full" documentation upon full settlement of the balance. Please continue any further payments through the collections agency. We consider this matter concluded.
  
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 01/23/2024

  I'm not agreeing to bbb making good effort faith on the situation of resolving this matter of false information because i will be proceeding with court so that the judge can make the decision of how Greystar took advantage of vulnerable adults. ******* ******* has his case manager assisted him in this matter as well as his family that lives to assist him with maintain his living. Both parties of ******* supporter are witnesses to communicate with greystar team. And acknowledging they respond to the complaint is not true and do not accept the closure of good faith to greystar. We will be proceeding with further action with greystar team only.  Thank you

• Initial Complaint

  Date:01/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 have been residing at Solmar on Sixth since August 2023. The apartment got flooded due to poor construction and insulation about one month ago. As I understand, this was the second time that the apartment got flooded in one year. As a result of this, we ended up living with loud mold devices on the hallways. Additionally, long extension cables in the hallway have been a fire hazard. My neighbor had notified the fire department about the code violation. Not only did they violate the code, but they also did not care for their tenants when we were going through loud noise and poor living conditions coming from the devices in the hallway and from the roof. Nobody deserves to live in such poor conditions while I am paying $3,000 for rent. I haven’t slept in a month. As I notified them several times, I work from home and due to this continuous noise, I cannot work. I cannot have Zoom meetings and I cannot focus on my job. The loud noise coming from the roof interferes with my daily life. My work and daily activities have been negatively affected. I work late at night and every day I end up waking up around 6:30-7:00 am when the drilling, banging and construction on the roof start. Due to lack of sleep, it triggers my asthma attacks. My health is negatively affected. Their management breached the contract by breaking the most important section in the lease and the statute: “covenant of quiet enjoyment in leases”.
  
  Quiet enjoyment is the right to inhabit or use certain property without disturbance. Landlords in Florida cannot violate the covenant of quiet enjoyment, which is an implied term in every lease that guarantees the tenant will have quiet and peaceful possession of the leased premises. Pursuant to Florida Statute 83.51(1), the property’s non-compliance caused me an uninhabitable apartment with constant noise coming from the roof due to the never ending repair. The problems are significant enough to deprive my beneficial use of the premise. I demand compensation.

  Business Response

  Date: 01/08/2024

  Dear ******,
  
  We have reached out to the appropriate parties at Greystar regarding the issues you've reported, including the flooding, noise disturbance, and potential safety hazards in your apartment. They are currently looking into the matter, and we will respond to you with more information as soon as we have an update.
  
  Thank you for your patience and understanding.
  
  Best regards,
  The Greystar Team

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have water damage in my apartment # 415! Have you seen the pictures I sent? You don't even know what I am going through. I am not accepting your unethical and unlawful response. You have violated the quiet enjoyment of dwelling by breaching the lease agreement and Fla. Stat. 83.51(1). Moreover, you breached the express warranties when you promised excellent customer service on your website and in the entrance of this apartment. I will end up paying huge electric bill because these 10 devices in my apartment need to work 24/7. I cannot work. I work from home and nobody can work like this. I have a company. If I cannot work, I cannot earn money. You affected my income and my job. I cannot sleep. I cannot think. I have asthma and panic attacks and I cannot live like this.

  I am preparing to file a lawsuit this Friday. I already responded to your attorney by email. You have time till Friday and I already started writing my complaint. I also copied your CEO in the email. Your attorney knows me and he knows that I am a fighter. I will not give up and fight till justice is served. If you do not compensate me for the damages and suffering, you will be served with my lawsuit. I demand 2-months rent. If i go to court, I will ask for compensation for court expenses and emotional suffering as well. I am asking other neighbors to join my lawsuit as well. You will pay for our damages and everyone will know what we are going through at Solmar on Sixth.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 01/11/2024

  Dear ******,

  We wanted to provide you with an update on the water intrusion issue in your apartment (unit 415) that occurred on January 8, 2024. Immediately after discovering the problem, we contacted Belfor to initiate the drying process. Currently, there is noticeable moisture in areas near the laundry room, guest bathroom, and guest bedroom on the guest side of your unit.

  Our team is diligently monitoring the situation daily. We aim to remove the drying equipment as soon as the area is fully dry, which we anticipate will be in approximately 3 more days.

  Following the completion of the drying process, we will undertake the necessary interior repairs.

  Regarding your request for compensation, we have prepared a response in a letter from our attorney, which is attached for your reference.

  Please know that the well-being and satisfaction of our residents are our top priorities. We are committed to resolving this issue efficiently and effectively for you.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Subject: Urgent Complaint Against Elan Solea Regarding Unresolved Refund
  
  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing to file a formal complaint against Elan Solea, an apartment complex managed by Greystar property management, a company from which I am owed a refund of $250 since September 2023. Despite numerous attempts to contact them via email and phone calls, my efforts have been met with silence, and I have not received any response or the promised refund.
  
  I have diligently followed the proper channels, including sending emails, calling, and leaving voicemail, but there has been no acknowledgment or resolution from Elan Solea. I also went to Greystar's page last month and contacted them through email as well and nothing. This lack of communication and failure to refund the owed amount have caused considerable frustration and inconvenience.
  
  I kindly request your intervention to investigate this matter and facilitate the resolution of my refund. The unresponsiveness from Elan Solea has left me with no other option but to seek assistance from the Better Business Bureau to ensure a fair and just resolution to this issue.
  
  Attached are copies of relevant emails, and any other supporting documentation. I appreciate your attention to this matter and trust that the Better Business Bureau will help expedite the resolution of this dispute.
  
  Thank you for your assistance.
  
  Sincerely,
  ***** ****

  Business Response

  Date: 01/08/2024

  Dear Mr. ****,
  
  We have reached out to the appropriate parties at Greystar concerning your refund issue. They are currently looking into the situation, and we will provide you with a response as soon as we have more information.
  
  Thank you for your patience and understanding.
  
  Best regards,
  The Greystar Team

  Customer Answer

  Date: 01/25/2024

  Hello, I have not heard anything in response to this claim from Greystar. In my last response I gave the address of where to send the refund. Still have not received any refund. 

  Business Response

  Date: 01/31/2024

  Dear Mr. ****,
  
  We hope this message finds you well. We are writing to inform you of a discrepancy we have discovered in our records regarding your address. It appears that we have  listed your address as 6980 NW 170th Ln, Hialeah, FL 33015, instead of the correct address, which is **** ** ***** *** Hialeah, FL 33015.
  
  We sincerely apologize for this oversight and any inconvenience it may have caused. To rectify this error, we will reissue the check that was sent to the incorrect address.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for your understanding and patience in this matter.
  
  Best regards,
  
  The Greystar Team