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

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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:12/18/2023

  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.

  This apartment complex refuses to complete service requests. They claim to be understaffed and unable to meet the demands of their residents yet they have absolutely no problem getting units turned over and rented out as quickly as possible.
  
  I have one maintenance requests that have gone unfilled for over 2 years and still have a hole in my ceiling from a previous repair that was not finished.
  
  Today, 12/18/23, I went into the office to ask about a work order for my oven and my washing machine since both are inoperable and was told to leave and communicate via email. When I asked to speak with a manager, I was told one was not available. I offered to wait and was called “a resident who is not listening” Isiah, the man at the front desk is extremely condescending and rude and the manager of this property literally told me “try and complain to corporate, they’ll just send it to me”
  
  I am staying in this complex until my daughter completes high school. I am trying to avoid uprooting her in her junior year but I am currently unable to cook or do laundry in my unit.
  
  I am filing this complaint in hopes it might get my appliances fixed in a more timely manner.

  Business Response

  Date: 12/19/2023

  Dear ****** *******,
  
  We are truly sorry to hear about the maintenance issues you've encountered at Avana Desert View, including the long-standing repair needs and the recent challenges with your oven and washing machine. Your comfort and satisfaction in your home are of utmost importance to us. We are diligently looking into the concerns you've raised to ensure they are addressed promptly and effectively. We will get back to you with more information as soon as we have an update on the situation.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/18/2023

  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'm currently a resident of Aventura Clear Creek #***. I called my management team to see if I can get on a payment plan for February & March Rent due to nobody living in the apartment during those months. I know im aware that I am leaving early but I want to get on a payment plan to avoid court fees. I was also willing to pay late fees and all. Desiree told me after 5 days they will send a 3 vacate notice and start the process for eviction. Which she doesn't understand filing an eviction the credit bureau will place that on my rental credit report. Again I'm not tryi be to avoid my responsibility of paying what's owed. I just need time being that I'm moving states and want to find a resolution that meets both party needs

  Business Response

  Date: 12/19/2023

  Dear ****** *****,
  
  Thank you for reaching out to us with your situation regarding the payment plan for your rent at Aventura Clear Creek #***. We are currently reviewing your request and the details of your account. We aim to find a solution that works for both parties and will get back to you with more information as soon as we have it.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/18/2023

  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.

  In September of 2023 I applied for an apartment with Greystar at the Sloans Lake apartment complex in Colorado. I paid a deposit to process the application and hold the apartment, which was supposed to be refunded to me if I did not sign the lease. I have not received the refund and the leasing agent will not respond to my emails.

  Business Response

  Date: 12/19/2023

  Dear Ms. *********,
  
  Thank you for sharing your concerns regarding the unreturned deposit from your application at Sloans Lake apartment complex. We are currently looking into your situation to understand the delay in the refund process. Rest assured, we will get back to you with an update as soon as we have more information.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/18/2023

  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.

  Maintenance Issues:
  One of the major drawbacks was the persistent maintenance issues. Despite multiple requests, it took an unacceptable amount of time for the management to address crucial problems like plumbing leaks and electrical issues. This lack of promptness significantly impacted my daily life.
  
  2. Noisy Environment:
  The noise level within the complex was consistently high. Thin walls and inconsiderate neighbors made it challenging to enjoy a peaceful living environment. Attempts to resolve this with the management were met with limited success. the building allows pets and there is ALWAYS poop and other things like trash in every hallway there is here they have a cleaning crew but when they do clean its like they use dirty mops because it still smells very bad.
  
  They also have a section 8 build that is just ridiculous he is filled with roaches and when the tenants complain The Enclave do temporary fixes but they really need to tent the entire building itself
  
  3. Security Concerns:
  I had concerns about the overall security of the property. Limited lighting in common areas and occasional issues with access control systems made me feel uneasy, especially during nighttime the elevators always broke the gate to enter the parking area is always broke its no security when it come to your cars there is always break in and they do nothing about it and they have cameras. you cant even get amazon deliveries here because packages is always being stolen right from your door.
  
  4. Communication Problems:
  Communication with the management was another area of concern. Important announcements and updates were not consistently communicated to residents, leading to confusion and frustration.
  
  The Enclave was marked by various issues that significantly impacted my quality of life. While the location has potential, the management's lack of responsiveness and the overall living conditions make it difficult to recommend this apartment to others.

  Business Response

  Date: 12/19/2023

  Dear Ms. *****,
  
  We are genuinely sorry to hear about the issues you've experienced at The Enclave, including maintenance delays, noise disturbances, security concerns, and communication problems. We take your concerns seriously and are committed to addressing them. Could you please share your desired resolution? Understanding your expectations will greatly assist us in working towards a satisfactory solution.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/15/2023

  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.

  We moved into this apartment complex in May 2023 (Broadstone Sobro). We were told that a complimentary wine machine was offered as an amenity, but the machine was currently down and was to be fixed soon. It has now been 8 months and the machine does not work and I get the runaround every time from on staff management. I have been told "we are working on it", "it should be fixed this week", "we need a part" and yet nothing ever happens. I have emailed on staff management with no response. Today, December 15th, 2023, I was told that the machine needs a $300 part and the corporate director won't make a decision. I called corporate numerous times and it will never connect me with someone. It always says "we cannot complete your number, please leave a message" (this happens after I choose the 'connect to an operator' option, the only other option is to enter employees direct lines which are unknown and unavailable). All of this being said, we pay $3,000 a month for a $300 issue to never be resolved. We are paying for an amenity (that they have since taken off of their site but still advertise on their social media) that we have never received. It is frustrating to not have resolution on a property level, but it is more frustrating that you can't get ahold of anyone above property level with Greystar. I have asked for some sort of resolution on site, but get nothing. I want them to 1. fix the machine 2. back pay me on what I was promised when I signed the lease 3. hear from someone at Greystar on a corporate level. I feel like I am paying to have no voice and I feel like we are getting taken advantage of and nobody cares. If Greystar wants to stay in the people and hospitality business, then start by listening to the people paying you. I appreciate you being the organization that you are and offer help for things like this.

  Business Response

  Date: 12/19/2023

  Dear Mr. **********,
  
  We acknowledge your complaint regarding the wine machine at Broadstone Sobro. We have contacted the property management to address this issue and are actively looking into it. We will provide you with an update as soon as we have more information.
  
  Best regards,
  The Greystar Team

  Customer Answer

  Date: 12/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have heard this response for 8 months from the on property management. This does not resolve the fact that we have paid for an amenity for 8 months that has not been available. I would like a resolution to our wasted money. 
  
  
  
  Sincerely,
  
  
  
  ******** ***** **********

  Business Response

  Date: 12/27/2023

  Dear Mr. **********,
  
  Thank you for reaching out to us about the wine machine at
  our facility. We understand that it's a popular amenity and apologize for any
  inconvenience its downtime may have caused.
  We want to assure you that since joining the team and being
  made aware of the issue, we have been actively working to resolve it. We have
  ordered the necessary part and are in the process of getting the machine back
  up and running as swiftly as possible. Your immediate need for a response is
  completely understood, and we appreciate your patience as we work through this.
  
  The wine machine is now operational, and we are finalizing
  the policy regarding its usage to ensure a fair and enjoyable experience for
  all residents. Once this policy is in place, we will be sure to communicate it
  to all residents, including yourself. Please note that, as with all our
  amenities, we strive to provide the best experience while balancing
  availability and usage guidelines.
  Thank you once again for your understanding and patience. We
  look forward to continuing to provide you with enjoyable amenities and a
  pleasant living experience.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/15/2023

  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.

  I am writing this complaint against the apartment complex Seventh on seventh avenue in Phoenix. Moved out September 25, The apartment complex by Arizona law the landlord has two weeks to return a security deposit. It is now December 15 after multiple attempts to contact the office including physical visits, I have yet to receive the security deposit. When they mailed out the first check after moving out we waited a month as a courtesy when they only have 2 weeks by law to return it. When the month went by and we didn't receive it we reached out and found out they mailed it to a wrong address which does not exist. When this was brought to their attention on October 25th they stated that they would resend the check and to wait two more weeks. After waiting, the check was still was not received. This was brought to their attention again on Nov 8th. After speaking to them again we found out that they never re-sent it when we talked to them on October 25th. They said they could do a direct deposit and to wait for an email from Greystar, however, I never received a follow-up email as they said I would to be able to input my bank account information to receive that money. When I tried to make them aware that we never got that email, we got no response for 3 weeks. We then had to drive to the property to talk to the leasing office since they were ignoring us. You could see that they were visibly scared to be dealing with us, almost as if they knew what they were doing is wrong. We visited in person on November 22nd and they stated they would resend the check yet again this time to the correct address and to wait 2 weeks. Its been 2 and a a half weeks since that interaction and we still do not have our security deposit. It is approaching month 3 of this back and forth. They don't want to take responsibility or return our security deposit the 2 people I've been dealing with are Jose Villaobos, manager and Anna Andrade, assistant manager. Thank you for your assistance.

  Business Response

  Date: 12/19/2023

  Dear ********* *******,
  
  We are aware of the issue regarding your security deposit for your residence at Seventh on Seventh Avenue. Please know that we are actively looking into this matter and will get back to you with a resolution.
  
  Best regards,
  The Greystar Team

  Customer Answer

  Date: 12/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  You’ve acknowledged the issue. Which is a good first step but there is no plan as to how you will be getting this deposit to me. I’ve been waiting 3 months and your response has been to keep waiting. I want to see action. I need this deposit overnighted to 1302 w Amelia ave Phoenix Arizona 85013 and a tracking number emailed to me asap. Everyone at greystar is very non plussed about this where one would expect a sense of urgency. 

  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 12/27/2023

  Dear Mr. *******,

  Thank you for your message and for voicing your concerns about the delay in receiving your deposit. We understand that the waiting period has been lengthy and appreciate the urgency of your request.

  Please be assured that we are actively investigating this matter with the property team to expedite the resolution.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:12/15/2023

  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.

  I spent over $500 for a deposit on an apartment. During the onboarding process multiple people provided poor customer service so I cancelled my application and requested a refund. The leasing manager, in writing, confirmed a refund of $375 on 11/3/2023. To date, my account was not credited nor did I receive a check. I have followed up multiple times just to be completely ignored.

  Business Response

  Date: 12/19/2023

  Dear Ms. *****,
  
  We acknowledge receipt of your complaint regarding the refund of your apartment deposit. We are currently looking into this matter and will respond with an update as soon as we have one.
  
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 12/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is again a blanked brush off.  You have all of the information to issue me a refund.  It still does not reflect on the card that I used.  Please provide tracking info if it was mailed.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 12/27/2023

  Dear ******* *****,
  
  Thank you for your response, and we apologize if our previous communication seemed inadequate. We understand the importance of this issue to you, especially regarding the refund processing.
  
  To ensure we address your concern effectively, we are reviewing our records to confirm the status of your refund. If the refund was processed via mail, we will provide the tracking information as soon as it is available. In case the refund was supposed to reflect on your card, we are verifying this with our finance team to ensure that the transaction is completed correctly and promptly.
  
  We appreciate your patience as we expedite this follow-up. You can expect a more detailed update shortly, including any necessary tracking information if the refund was mailed.
  
  Thank you for your continued patience and understanding.
  
  Sincerely,
  
  The Greystar Team

• Initial Complaint

  Date:12/14/2023

  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 am a disabled person and require at minimum a walker and wheelchair. Well, when I first moved here, there were 3 elevators for the 350 people living here. I specifically chose a unit right next to the elevator. SOOO now this year, 1 elevator has been down for almost a year, and the 2nd elevator has been down since August 2023. The don't elevator left is an elevator that requires you to climb 10 steps up and 10 steps down. I can not do stairs AT ALL. The building manager is very much aware that they violate my ADA rights. I am sequestered in my apartment or I have to wait for someone to help me out of the building, and the times I try to leave on my own, I endure a lot of pain bc of my hip. I can not do stairs. My condition has worsened. NOTHING IS BEING DONE!!!

  Business Response

  Date: 12/19/2023

  Dear ***** *******,
  
  We are truly sorry for the difficulties you have experienced due to the non-functional elevators in your apartment building. To assist you further, could you please provide us with the name of the apartment complex? Additionally, we would like to understand your desired resolution to ensure that we can address this matter effectively and accommodate your needs.
  
  Sincerely,
  The Greystar Team
  

• Initial Complaint

  Date:12/14/2023

  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.

  Living at Broadstone Bryson directly affects my disability, and for months the leasing office has been unable to tackle the issues. Living here directly affects my health, and management has ignored my doctor's urgency to allow me out of my lease without penalty (as this is no fault of my own). I have stress-induced seizures as part of my issue, so this certainly doesn't help.
  
  Here's some of the issues:
  
  1. Despite being a nonsmoking community, tenants continue smoking both weed and cigarettes. The leasing office has admitted this, and even fined people. I am immuno-compromised, so this is a HUGE deal.
  
  2. For some reason, there’s an excess of diesel trucks at this complex. It’s an almost everyday occurrence that a truck near my building will site idle at 12-2am in the morning for at least 10-15 minutes. I am losing sleep each night now, stalling any progress I can make with my health.
  
  People leave their dogs on their balcony for hours unattended, barking nonstop. It’s a violation of leases to leave a dog on the balcony unattended, and although I’d informed the leasing team numerous times, nothing has been done.
  
  3. Since moving in near 3 months ago, there’s been a problem with pet owners picking up after their dog. I’ve stepped in it several times while taking my own dog out, which poses a major health hazard.
  
  4. Parking is atrocious so I paid for an assigned spot. People constantly park in it without any recourse. The towing company refuses to work with me until I provide an addendum to my lease that states the spot is mine. After numerous requests, I've not been provided this.
  
  5. Dogs are not vetted properly, and twice my dog has been attacked. Tenants often walk their dog around the complex without a leash, and it makes me feel completely unsafe. Owners leave their dog unattended on the first floor balconies, and they viciously go insane as I walk by. This skyrockets my stress level and quite frankly makes me feel ill from a racing heart.

  Business Response

  Date: 12/14/2023

  Dear ******* *****,
  
  We are truly sorry to hear about the challenges and health concerns you are experiencing at Broadstone Bryson. Your wellbeing is of great importance to us, and we take your situation very seriously. We are actively looking into the issues you've raised, including the smoking, noise, pet concerns, parking, and overall safety within the community. Our team is committed to finding a resolution and will provide you with more information as soon as we have thoroughly reviewed the matter. Thank you for your patience and understanding during this time.
  
  Warm regards,
  The Greystar Team

  Business Response

  Date: 12/14/2023

  Dear ******* *****,
  
  We hope this message finds you well. We wanted to reach out regarding your recent concerns and the developments that have taken place. 
  
  Firstly, we want to acknowledge the issues you've raised, including problems with secondhand smoke, noise disturbances, pet waste, parking troubles, and encounters with aggressive dogs. Your well-being is important to us, and we take your complaints seriously. 
  
  We're glad to inform you that as of today, 12/14/2023, you can be released from your lease without the standard 60-day notice. However, there is a requirement to repay the concessions, which total $2,183. We received your doctor's letter on 12/11/2023, which highlighted your health concerns and the need for a more suitable living environment. 
  
  Regarding the smoking issue, we have identified the resident involved and have taken appropriate measures, including a lease violation notice and direct communication. While we strive to maintain a comfortable environment for all residents, it's challenging to control certain aspects, such as the types of vehicles residents own. However, we encourage you to provide any specific information, like license plate numbers or vehicle descriptions, should such issues persist.
  
  We understand your concerns about noise and pets. Our team, including three employees who live on-site, has not observed the issues you mentioned. We rely on resident reports to address such matters effectively. We encourage you to report any specific incidents or concerns directly to us. Regarding parking and dog-related issues, we also haven't received any prior notifications from you. It's crucial for us to be informed to take appropriate action.
  
  We are committed to addressing the concerns of all our residents. We have sent out notices and emails regarding smoking and are actively working to ensure a pleasant living environment for everyone. However, we have not received similar complaints from other residents.
  
  Your health and comfort are our top priorities. Please feel free to reach out if there are any further issues or if you need assistance with the lease termination process.
  
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 12/15/2023

  I accept the previous offer and this case can be closed.

• Initial Complaint

  Date:12/14/2023

  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.

  Genesis Credit Management contacted me to pay a debt for my residence at the Greystar TM property, West Village, in Oklahoma City. I was informed to pay $128.69 on 11/9/2023 to settle "move-out" fees for my unpaid property. I contacted West Village on 11/9/2023 on a written breakdown of what the cost for this was and was told that the apartment complex doesn't keep track of the records, Greystar does. I then reached out to Greystar during business hours and was on hold for 30 minutes before it had me leave a message for a customer service representative to reach out to me regarding my request for information. I never received a follow-up call. On 12/13 I reached out to Greystar properties once again, during office hours, and was sent to voicemail. I then researched the association of Genesis Credit Management to Greystar and noticed the large amount of negative reviews talking about how they were used to scam people out of their money. I had left my property immaculate and paid for an additional two months of my lease, even though I had not lived at the property between March and my lease end date on June 17th, 2022. Thank you.

  Business Response

  Date: 12/14/2023

  Dear ****** ******,
  
  We are currently looking into the issue regarding the debt collection notice you received for your residence at West Village. Our team is working to gather all relevant information and will get back to you as soon as we have an update. We appreciate your patience in this matter.
  
  Best regards,
  The Greystar Team

  Business Response

  Date: 12/14/2023

  Dear ****** ******,
  
  We apologize for any inconvenience you have experienced regarding the move-out fees from your previous residence at West Village. We understand that you have concerns about the charges applied to your final account.
  
  Our records indicate that you have not been in communication with any of our team members regarding this matter. We would like to direct your attention to your Final Account Statement, which outlines the additional charges incurred after move-out. For further clarification and any questions regarding these charges, we kindly ask you to contact our Greystar Receivables team directly at 866-975-5361. They are best equipped to assist you with a detailed explanation and to address any discrepancies.
  
  We are committed to resolving your concerns and appreciate your prompt attention to this matter.
  
  Sincerely,
  The Greystar Team