Business Profile

Property Management

Greystar

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Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,694 total complaints in the last 3 years.
582 complaints closed in the last 12 months.

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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:01/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved out 11-06-23, turned in my keys to a floating manager on 11-10-23, and my lease ended 11-18-23. I complied with all the rules, including documenting my forwarding address. I Have NOT received my security deposit. It has now been 70 days.
On 12-27-23, I visited The Pointe and spoke with Tyrell. He had listed the wrong address for the return of my deposit, not just a typo, an address in Baltimore, not Chandler AZ as I had documented. He was supposed to correct the issue and get a check sent to me. That was 30 days ago.
1-19-23 I called and spoke with Jasmine, she could not find documentation that anything had been done. Tyrell was not available. I asked for a return call today and was told she would give the message to him.
1-24-24 I called and spoke with Jasmine. She again said she would give Tyrell the message. I have not even received the courtesy of a return call.
I have also contacted Greystar via their portal, again without a response.
I am a 69-year-old disabled widow living on social security. Is this how you would treat your mother or grandmother?
What can be done to get the money to me immediately. I have been more than patient and really need the money now!
See my communication documents.
Business Response
Date: 02/06/2024
Dear *******,
We have been in contact and are actively working to resolve the issue with your security deposit. The delay appears to have been caused by an incorrect address attached to your file. Since returning to the property, the community manager is in the process of updating the address, locating the originally issued check, and understanding why it has not yet been returned to our payment center. We are collaborating with our accounting department to have the check reissued to you as soon as possible. We will reach out with an update at the earliest opportunity.
Best,
The Greystar Team
Business Response
Date: 03/19/2024
Dear Ms. ******,

I wanted to update you that your refund check, in the amount of $413.12, has been expedited. We are hopeful that it will be delivered to you within this week. Please understand, as an intermediary between the BBB and Greystar properties, my role does not benefit from any delays in processing your refund.

We acknowledge your concerns regarding the specifics of the check's arrival date and number. Please know our intention is not to manipulate the situation or benefit from your funds in any way.
Warm Regards,
The Greystar Team
Customer Answer
Date: 03/19/2024

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.

Sincerely,

******* ******
Initial Complaint
Date:01/26/2024
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 a resident here for almost two years. Lately myself and a few of my neighbors have been having issues with maintenance requests not being completed. I’ve had some online maintenance requests pending for over a month. It’s my understanding that Kentucky statutes require landlords to comply with maintenance requests within 14 days. I have a neighbor next door whose microwave has not worked for over 3 weeks. He’s made multiple attempts to contact the office about it and it’s still broke to this day. I have a pending request for my washing machine that’s over 3 weeks old. The staff in the office are about as lazy as can be. They never pick up the phone and they hardly ever respond to emails.

I’m about to get an attorney involved and I’m considering filing an official complaint with the Attorney General office in Frankfort. Before I go down that route I wanted to reach out to your office for any additional assistance you might be able to provide to help resolve this situation before I take legal action.

Thank you for your help in this matter and I look forward to hearing from you soon!
Business Response
Date: 02/05/2024
Dear Mr. ******,

We wanted to address your concerns regarding the maintenance requests you and your neighbors have been experiencing. We understand the frustration that comes with delays in service, and we apologize for any inconvenience this may have caused.

We are pleased to inform you that both of the work orders you mentioned have been addressed. A new microwave was installed in your neighbor's apartment on January 29, 2024, and we are happy to confirm that a new washer/dryer was delivered and installed in your apartment Friday, February 2, 2024.

We appreciate your patience and understanding as we worked to resolve these issues. Our team is committed to ensuring that all residents have a comfortable and well-maintained living environment, and we regret any lapses in service that occurred.

If there are any other concerns or requests you have, please do not hesitate to let us know. We are here to assist you and ensure that your living experience meets your expectations.

Thank you for bringing these matters to our attention, and we look forward to continuing to provide you with quality service.

Best regards,

The Greystar Team
Initial Complaint
Date:01/26/2024
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 have issues with Museum Park since 2020, with Sandra A****** property manager and they continue with the New manager Brittany..Sandra charges were in correct and got transfered all the way to the new manager I pay my rent on time every month, I am never late I paid my utities in 10/2023 in full and in Jaunary 2024 I paid $100.00 includes my part of the rent $650.00 everymonth I have pg&e credit in my unit my air conditioning has never worked, I never use my heater ever and the only thing I use is my water and my bill is out ragious with our me using these things my appliances do not work I put in work orders and they get done but they are never done correct you can see on my work orders I do not want to be harrased because I complain because they do this by posting rent notices on my door for late when I am not late these charges are so call from my utilities which I do not think they apply I pay with separate money orders they have tried to take put money from my credit card so now I pay in money orders this so frustrating I told them I am moving but until than since I pay my rent I want to be respected and they do not this lady month my family got sick with the flue through the holidays and all we heard was loud noises it was difficult I had to put up with this for almost 4 yrs I have complaint to greystar and hosing authority of Santa Clara County I told them I am looking but it is to expensive today 01/14/2023 another note was on my door saying I owe $415 .00 for utilities ahe can not say rent because I pay on time and I question this like I said none of the things that use energy do not work and I do not use my heater so where are these charges coming from I feel like I am being harrased first they say housing does not pay rent on time and charged me late fees surance that was a lie I told this to housing they are making it very hard for me I paid a deposit. I pay renters in since I complain to housing
Business Response
Date: 02/09/2024
Dear Ms. ****,
Thank you for reaching out and sharing your concerns with us. We want to assure you that your message has been received and taken very seriously. We have contacted the appropriate properties managed by Greystar regarding the issues you've highlighted, including the billing discrepancies and maintenance problems.
They are currently investigating the matter to understand the situation better and to identify a suitable resolution. We aim to provide you with a comprehensive response once we have more information from the investigation.
Your patience and understanding during this process are greatly appreciated, and we are committed to addressing your concerns promptly and effectively.
Best,
The Greystar Team
Customer Answer
Date: 02/15/2024
Thank You, we are working on this I am waiting for a response from the manager i will be having these things fixed as far as the money is concerned that has not been addressed yet

thank you
***** ****
Initial Complaint
Date:01/26/2024
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 daughter has been a renter at 3333 W 2nd St. Los Angeles, CA (The Chadwick Apartments) since November of 2015. During the time frame from that time to the present there have been numerous changes of Apartment managers and owners. The current property owners/managers are Greystar and their track record is the worst of all the property managers/owners since my daughter has been here. Case in point we have been waiting on a replacement refrigerator for the unit since March. It has to be defrosted every 8-10 days for the refrigerator to maintain proper cooling. Since my daughter travels I have to do this chore. We have received no response to requests for cockroach and pest control.....the cockroach infestation is out of control....it is a health problem. The old online payment system worked since 2015 until Greystar replaced it with apps that do not accept payments.....provide current balances....or provide detailed invoicing. How do you pay rent when you don't know the exact amount to pay? Finally the lack of security has led to mail box destruction, theft and non resident use and destruction of property. Many of the security gates do not function at all. We need improvement in all these areas.
Business Response
Date: 02/12/2024
Dear Mr. *********,

Thank you for bringing your concerns to our attention. We understand the issues you and your daughter are facing at The Chadwick Apartments, including the malfunctioning refrigerator, pest infestation, payment system issues, and security concerns. We have contacted the appropriate parties at Greystar properties to address these matters. We are committed to conducting a thorough investigation and will follow up with you once we have more information and a clear course of action.

We appreciate your patience and cooperation as we work to resolve these issues.

Sincerely,

The Greystar Team
Initial Complaint
Date:01/26/2024
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.
On January 9, 2024, we received an email from Ronny, the Alluvion Assistant Manager, confirming the allocation of electric parking spot *****. Subsequently, a lease renewal was drafted and signed by both parties on January 13, 2024, explicitly indicating the inclusion of parking spot ***** as part of our lease agreement.To our dismay, on January 14, 2024, we received messages from another resident claiming to have the same parking spot, *****, and threatening to damage our personal property. This situation has caused us significant distress and has raised serious concerns about the safety of our personal belongings while living in the apartment.Despite bringing this matter to the attention of the management on numerous occasions, no tangible action has been taken to address our legitimate concerns. It is deeply troubling that, despite the clear allocation of the parking spot in our signed lease agreement, it has been taken away, and we have been left without a satisfactory resolution to the issue.Furthermore, the threats made against our personal property have not been adequately addressed by the management team, leaving us feeling vulnerable and unsafe in our own residence. We believe that we have not been treated fairly as residents, and the lack of action taken to rectify the situation has only exacerbated our concerns.
Business Response
Date: 02/05/2024
Dear Mr. ****,

We want to extend our sincerest apologies for the confusion and distress caused regarding the electric parking spot *****. Our intention was to ensure you had the necessary accommodation for your Tesla. However, it appears there was a misunderstanding, as there was no definitive confirmation regarding the allocation of that specific parking spot.

Upon further investigation, we discovered that the spot ***** was mistakenly not included in the lease of the current occupant, Mr. ***** *****, due to an oversight by our previous leasing manager. We recognize the inconvenience this situation has caused and are committed to rectifying it promptly.

To address your parking needs, we have identified an alternative option for you. Parking spot R2-60 will become available on February 26, 2024, and we are happy to allocate this spot to you. We believe this will provide a viable solution to your current parking situation.

Regarding the concerning interactions with Mr. Hayek, we understand your distress. While we are not law enforcement, we take the safety and well-being of our residents seriously. We encourage you to report any threats or uncomfortable encounters to the appropriate authorities, as they are best equipped to handle such matters.

We are dedicated to ensuring a comfortable and secure living environment for you and all our residents. Should you have any further concerns or require assistance, please do not hesitate to reach out to our management team.

Thank you for your understanding and cooperation.

Best regards,

The Greystar Team
Customer Answer
Date: 02/05/2024
Complaint: ********

Dear Greystar Leaseing Management,
I am rejecting this response, I am writing to formally express my
concern regarding the recent oversight in Mr. ***** *****'s lease,
specifically pertaining to spot *****, as detailed in your communication
dated [2/5/24]. While I appreciate your acknowledgment of the mistake,
I must convey that the proposed solution—providing an alternate
electric spot nearly two months after the initial oversight—falls short
of what I consider necessary to rectify the situation.

In accordance
with your own admission, "Upon further investigation, we discovered that
the spot ***** was mistakenly not included in the lease of the current
occupant, Mr. ***** *****, due to an oversight by our previous leasing
manager." While I understand that the actions of a previous leasing
manager may not be within your immediate control, it is important to
note that the direct consequences of this oversight are impacting our
sense of safety within the Alluvion community. I would like to stress
that the actions of a past leasing manager are not my concern, and it
is the responsibility of the current management to address and rectify
the repercussions of this error. The implications of this mistake have
led us to reassess our confidence in the safety measures within the
Alluvion.

To achieve a satisfactory resolution, I kindly request that
the management takes immediate and effective actions to address this
matter. I propose spot R2-60 which opens Feb 26, 2024 be assigned to our unit at no additional cost for the term of our current 2024 lease which begins March 27, 2024 and ends April 26 2025.

I trust that you will treat this
matter with the seriousness it deserves and take the necessary steps to
restore confidence in the safety and well-being of the residents within
the Alluvion community.

Thank you for your attention to this important issue. I look forward to your prompt response and resolution.

Sincerely,

**** **** + ******* ****

Business Response
Date: 02/09/2024
Dear ****,
Thank you for your patience and for bringing your concerns to our attention. After reviewing your request regarding the parking spot oversight, we would like to offer a resolution that we hope will be satisfactory. Specifically, we can provide two months of parking at no cost to you. This gesture is part of our commitment to rectify the situation and ensure the well-being and safety of our residents in the Alluvion community.
We also wanted to mention that we attempted to reach out to you by phone yesterday but were unable to connect. Please feel free to reach out at your earliest convenience should you have any questions or if you wish to discuss this matter further.
We value your residency and are dedicated to addressing this issue promptly and effectively. We look forward to restoring your confidence in our community's management and safety measures.
Best
The Greystar Team
Initial Complaint
Date:01/26/2024
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 wanted to contact you due to landlord issues I'm having with Shorewood Heights (Greystar). I have an updated amount owed from the Covid-19 pandemic reflecting 13, 236.00 that was done in May 2021. Yet, they put this into collections, and for the incorrect amount of 18, 236.09. I know this is not interest owing as it reflects the ledger from Shorewood Heights, and was adjusted in May of 2021. I also responded to Columbia Debt Recovery with my dispute and supported documents on September 10th, 2023, and the deadline to respond was September 11, 2023. I never heard a response from them and they put this on our credit reports for the amount of 18, 236.09. I have been sending emails to the head of Specialty Account Receivables as well as other account specialists at Greystar. I have included supported documents here as well. Please let me know if we can discuss this for further review. I hope all is well, and Thank you for your time.Best Regards,******** *****###-###-####
Business Response
Date: 02/06/2024
Dear Mr. *****,

We have reviewed our records and can confirm your residency began in July 2016 and concluded in September 2020. Unfortunately, we do not have access to move-out photos or notes pertaining to the charges, as the staff members who were originally employed during your tenancy are no longer with us.

We have, however, located emails that were sent to you with the financial move-out statements, which were time-stamped for verification. These documents were provided to ensure transparency regarding any charges applied at the time of your move-out. We did not receive a response or dispute from you following these communications.

The team responsible for financial inquiries from both current and past residents, have not noted any previous correspondence from you regarding this matter. Had they been contacted, they would have taken immediate action to address your concerns.

Please find the move-out statement attached for your reference.

Should you have any further questions or require additional clarification, please do not hesitate to reach out.

Best regards,

The Greystar Team
Customer Answer
Date: 02/07/2024

Complaint: ********

I am rejecting this response because:
Greystar is saying that the employees that were handling this adjusted amount are no longer with the company and stating the updated ledger is not time stamped. The letter from Kyle Hale is on thier Greystar Letterhead and is time stamped as well. All supporting documents are attached here. The adjusted amount on letter and email is clearly listed on these documents. The moveout statement is incorrect as to why I spoke with Kyle Hale in regard to the mistakes made and he responded with the adjusted amount. This also corresponds with this incorrect amount sent to collections when it was also addressed during the Covid-19 pandemic. I would these issues resolved.
Sincerely,

James *****
Business Response
Date: 02/26/2024
Dear Mr. *****,

We have reviewed our records and can confirm your residency began in July 2016 and concluded in September 2020. Unfortunately, we do not have access to move-out photos or notes pertaining to the charges, as the staff members who were originally employed during your tenancy are no longer with us.

We have, however, located emails that were sent to you with the financial move-out statements, which were time-stamped for verification. These documents were provided to ensure transparency regarding any charges applied at the time of your move-out. We did not receive a response or dispute from you following these communications.

The team responsible for financial inquiries from both current and past residents, have not noted any previous correspondence from you regarding this matter. Had they been contacted, they would have taken immediate action to address your concerns.
Best
The Greystar Team
Initial Complaint
Date:01/26/2024
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 provided citron apartments at 901 E South st. Anaheim, CA 92805 a $1000.00 deposit for leasing unit 110. I moved out of the apartment on December 21st and the company has been unable d to return my refund due. They never provided a detailed statement with repair an cleaning fees until I reached out and requested one on January 10. They advised I would be due a refund of $560.00 and I would receive a link to set up my transfer to my bank account. It’s been 12 days and I have not received such email/link. Citron (Greystar) has violated state law and regulations that require them to refund security deposits within 21 days of lease termination. This company is causing me financial stress as a result of their inability to comply with regulations.
Business Response
Date: 02/05/2024
Dear Mr. *******,

We acknowledge your concerns regarding the delay in receiving your security deposit refund from Citron Apartments. We understand that this situation has caused you financial stress and we sincerely apologize for any inconvenience.
Upon reviewing your case, it has been confirmed that the final account statement was issued, detailing a refundable amount of $564.37. Our records indicate that an attempt was made to refund this amount electronically on January 18, 2024. Unfortunately, it seems that the electronic funds transfer was not completed, and the link provided for this process has now expired.
As a result, a physical check for the refund amount has been issued and sent to the forwarding address you provided. We appreciate your patience and understanding in this matter.
Best regards,

The Greystar Team
Initial Complaint
Date:01/26/2024
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.
We moved out of our greystar property at 2828 Zuni st in August. The property was originally under a different management copany and then it transitioned to Greystar during our lease. Upon moveout, we did a walkthrough of the apartment where the maintenance man told us we would probably be charged for cleaning (no matter what kind of cleaning we did). He did not mention any other charges based upon the state of the apartment. We left the apartment fully cleaned, with no holes in the walls and with the carpets matching the state they were in when we moved in. There were some stains on the 2nd bedroom carpet that we included in our move-in inventory, and those were still visible when we moved out (but were not caused by us). When I requested a list of charges from Greystar for move out, they included wall painting, carpet cleaning, and apartment cleaning. I requested more detail and evidence as to why the charges are on our account and was simply given the receipts for Greystar's charges. These charges are unjustified because: the cleaning fee is not itemized so it is unclear why the fee is included at all. The charge for painting is not applicable because there was no damage to the walls that extended beyond normal wear and tear. Upon our move in, there were spackled holes in the wall without paint covering them, indicating that the unit was not painted prior to our move-in. There were no open holes in the wall when we left and no damage that constitutes us being charged for this fee. We also did not paint any of the walls while we lived there so again, there is no reason for us to be charged for this. We included carpet stains on our move-in inventory of the apartment. I understand there was a management change partway through our lease, but we called out that the stains were there upon move-in therefore we should not be charged for them upon move out. Greystar has told me that they do not have our move-in inventory on file and therefore they cannot certify these claims. Greystar has told us we owe $253.20 in addition to them keeping part of our security deposit.Account #: ********Balance Due: $253.20They are consistently predatory and purposely deliver horrible service to discourage former tenants from disputing.
Business Response
Date: 02/02/2024
Dear *********,
We are reaching out for the explanation of the charges on your Final Account Statement.

We assess charged damages, at the time of our move-out inspections, while considering the length of the residency and the condition the home was left in. At your move-out inspection, (the photos of which are attached) we determined that the status of the cleaning and carpet cleaning was beyond normal wear and tear.

For your apartment, while we only charged $125.00 for cleaning and $60.00 for carpet clean: the total cleaning charge from the bill was $130.00 and the carpet clean was $60.00. Furthermore, the paint charges are prorated after normal wear and tear from your unit. The full cost of repainting your apartment was $625.00, but due to the length of occupancy you were only charged $225.00 of that $625.00.

Based on your lease agreement, any damages to the walls (including paint) and carpet are subject to any charges. You are responsible for cleaning charges if the apartment was not cleaned adequately. We have attached photos of the apartment upon move out and provided invoices from our vendors illustrating the actual costs for your apartment.
Best,
The Greystar Team
Initial Complaint
Date:01/26/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I notified the leasing on multiple occasions beginning July 2023 via after hours voicemails, courtesy officer requests, nonemergency Richland County police assistance. The most recent communication was on January 3rd. My complaints were due to excessive amounts of noise from the apartment directly above that was disruptive to the peaceful enjoyment of my property. I was told that the resident is a single, black father with 2 kids (I am a single, black mother with 1 child) above me and he is struggling and there was nothing he could do about the kids. He then chastised me because I called the police because black men have to be protected from unnecessary police calls or they may be at danger.I started recording video of the noise and let the leasing office hear it. They stated that they would reach out to him and let him know. The noise got worse so I came back again. I was told that I should probably just transfer to a 3rd floor apartment as there isnt anything else they can do. I let him know that I felt like that was punishment for me and I did nothing wrong. I also notified him that myself and my son both have disabilities and I want to request a reasonable accommodation .As of this notice, no additional questions or accommodation has been made. Although she was there I was told she was busy and to schedule an appointment for 10:00am the next day. At 9:00am the next day, the leasing office called to say she couldnt meet and if I could tell them what the problem was. After repeating everything, he then stated that he agreed that the apartment above was in violation of their lease He also stated that he would see what could be done for me as far as transferring apartments with no fees or just not renewing when my lease was u. This occurred on January 5 and was advised he would confirm my resolution office with 2 business days. As of today, I have never been contacted.
Business Response
Date: 02/05/2024
Dear Ms. *******,

We appreciate you reaching out and giving us the opportunity to address your concerns. We understand the disturbances you've been experiencing have been quite distressing, and we want to assure you that your peace and comfort in your home are of utmost importance to us.

Upon reviewing your complaints about the noise from the apartment above, we acknowledge the efforts you've made to communicate this issue through various channels since July 2023. It's clear that the situation has significantly impacted your peaceful enjoyment of your property, and for that, we are sincerely sorry.

We want to clarify that upon receiving your complaint, we did indeed take steps to address the matter. It was brought to our attention that the resident above only has his children during the weekends. However, due to the kids being on winter break, their presence became more frequent. Understanding the sensitivity of the situation, we decided against arranging a direct sit-down between you and the other party to prevent any potential retaliation or discomfort.

In our attempts to resolve the issue amicably, we reached out to the resident to remind them of the Richland County noise ordinance and the need to be considerate of their neighbors. Additionally, we recognize the inconvenience and disruption a move can cause, and while suggesting a transfer to a third-floor apartment was intended as a potential solution, we understand your perspective on feeling unfairly penalized.

Please accept our apologies if the communication regarding law enforcement was misinterpreted. We respect your right to seek peace in your living environment and did not intend to dissuade you from using available resources to address your concerns.

We regret any misunderstanding regarding the availability of our property manager and appreciate your patience as we navigated through that busy period. Our team stepped in to provide immediate assistance, but it's clear more could have been done to ensure your concerns were fully addressed.

Regarding the matter of reasonable accommodations, we were not previously informed of any disabilities or specific requests. To better assist you, we invite you to share details of the accommodations you require. We are committed to ensuring your needs are met and are prepared to waive the transfer fee should you decide that moving to a third-floor apartment is a suitable solution. We have several options available that we believe may meet your needs and provide a more peaceful living environment.

In closing, we want you to know that your concerns are not taken lightly. We are here to support you and find an amicable resolution. Your comfort and satisfaction are our priority, and we are dedicated to making things right. Attached, you will find a copy of the lease and the notes made during your visit to the office, detailing the steps we have taken thus far.

We look forward to working closely with you to resolve this matter to your satisfaction.

Warm regards,

The Greystar Team
Business Response
Date: 02/09/2024
Dear Ms. *******,
We appreciate your communication and are pleased to confirm our agreement to your request to terminate your lease without incurring a termination fee. We acknowledge your intent to vacate by the 1st of March and will be in touch shortly to confirm a specific move-out date. Please be reminded that you will be responsible for any rent due up until your departure date. Should you need to provide further documentation or have any questions, we're here to assist.
Warm regards,
The Greystar Team
Customer Answer
Date: 02/09/2024

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. Thank you for assisting.

Sincerely,

*** *******
Initial Complaint
Date:01/26/2024
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.
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The business failed to respond to the dispute.
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BBB is unable to locate the business.
I was a resident at Greystar's property Hayden Park at 3015 N Hayden Rd. Scottsdale, AZ 85251. I rented an apartment (****) on my own without any issues. I moved to a bigger unit with my then-fiance to 1011 in July 2021. We signed a document that provided our rates and move-in costs. When the time came to move, they did not have a lease ready for us. As we were good tenants, Joe Johnson provided us with keys to the new unit without a lease. The manager Karyn S********* had Covid and there were different staff in and out of the office. We were given a couple of different leases, and none of them were right to what we agreed with. We have several emails going back and forth with Hayden Park that we can provide. We were charged $200 for not having insurance - we had insurance and provided proof. There were constant issues. The manager eventually quit or was let go. Upon our move out on March 31st, we asked for a walkthrough and were not provided such. We sent a demand letter weeks after for our deposits after we moved out and we were sent a letter advising that we owed for drywall damage. There was no drywall damage - we have photos to prove such. I sent multiple requests to the management and accounting at Greystar (I have these emails). Every time we went to the office someone else was there, "I don't work here, I work for another property." No one would help resolve this. Now we have been sent collections under Columbia/Genesis. We have advised them that we do not owe. The collections agency said we owed rent for April (we don't). They said we owe for utilities (we don't). They also sent us a copy of our lease - which is my old lease for ****. A different unit entirely and even that document's lease ended in January 2022. Greystar needs to retract this complaint as it is harming my credit and we do not owe any money to Greystar/Hayden Park.
Business Response
Date: 02/05/2024
Dear Ms. ****,

We have discussed your concerns with our Regional Property Manager, and in light of the circumstances and the balance being under $200, we have decided to write off this amount. This action will settle your account, and we will inform Genesis that no further monies are owed for your tenancy at Hayden Park. We are prepared to also waive any minor damage charges noted by the previous management team. If this resolution is agreeable to you, we will proceed to communicate a zero balance to the collection agency on your behalf.

Best regards,

The Greystar Team
Customer Answer
Date: 02/05/2024
Hello, I would like to accept Greystar's offer. I received the email that they had not responded to the BBB before I received their offer to settle my complaint. Please withdrawal the decline of their offer. Thank you.

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