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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

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

• Initial Complaint

  Date:01/22/2024

  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.

  Hello, I am a previous tenant at the Fillmore Center (M10421), ACCOUNT #********.
  I recently checked the SUMMARY OF MOVE OUT CHARGES file, and I am confused with most of the charges listed. I contacted the Fillmore Center, which confirmed that I only have $235.32 as an unpaid charge. However, the move-out charges document incorrectly listed the extra rent charge and cleaning fee although I have followed the move-out process strictly (as confirmed by the Fillmore Center) and paid the August rent (the month I moved out) fully already. I have been trying to get in contact with the Receivables Department numerous times to no avail. Please look into this issue and correct the charges so that we can settle this quickly. Thank you very much for your help. I look forward to hearing from you soon.

  Business Response

  Date: 01/25/2024

  Dear ****, ****,

  We acknowledge the concerns you've raised regarding the discrepancies in your move-out charges from the Fillmore Center. Thank you for your patience as we worked to address this matter.
  
  Upon thorough review, we confirm that the correct remaining balance on your account is indeed $235.32. This figure reflects the deduction of a payment of $95.00 you made, from the total balance of $330.23. We recognize the confusion caused by the discrepancy in the balance reported by Greystar collections and apologize for any inconvenience.
  
  To rectify this, we have already submitted the revised Final Account Statement (FAS) to Greystar collections, ensuring that your charges are adjusted to the accurate amount.
  
  We appreciate your attention to this matter and your efforts to resolve it promptly. If you have any further questions or require additional
  
  Best regards,
  
  The Greystar Team

  Customer Answer

  Date: 01/29/2024

  
  
  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.

  Please notify the business that I have seen the adjusted amount and paid in full through their PayReady portal (receipt attached).

  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:01/22/2024

  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.

  Greystar was prop manager for Sunset Ridge Apartments in San Antonio Tx. Due to onsite manager not adhering to tenant protections in place at height of COVID 19 pandemic, my credit has been erroneously reported as delinquent with a significant balance of 6k.

  Business Response

  Date: 01/23/2024

  Dear *********** ********,

  Thank you for reaching out regarding your concerns about the credit reporting issue related to your tenancy at Sunset Ridge Apartments. We understand how distressing such situations can be and are committed to addressing your concerns thoroughly. However, it's important to note that Greystar is no longer the property manager for Sunset Ridge Apartments, which may limit our ability to intervene directly. Despite this, we are willing to assist you to the best of our capacity.

  To proceed effectively, we kindly request the following additional information:

  Tenancy Details: The exact dates of your tenancy at Sunset Ridge Apartments.

  Documentation: Any documents or communications related to the issue, including notices or correspondences with the onsite manager during the COVID-19 pandemic.

  Credit Report Details: Specific information about the erroneous credit report entry, such as the date it was reported and the agency to which it was reported.

  Proof of Payment: If available, any records or receipts that show rent payments during the period in question.

  COVID-19 Tenant Protections: Any relevant information or documentation showing your eligibility for tenant protections during the pandemic.

  We aim to gather and review all pertinent information to understand the situation better and determine the most appropriate course of action.

  We appreciate your prompt response to these requests, enabling us to assist you more effectively.

  Sincerely,

  The Greystar Team

  Customer Answer

  Date: 02/09/2024

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

  although Greystar no longer manages the property, records should be readily accessible.  I’ve provided my correspondence with property management team that clearly shows I had an active Texas Rent Relief Application and made my status known.  If my case was handled properly, Greystar would’ve received funds from the state of Texas rent relief and I wouldn’t be subject to any debt.  This has continued to cause undo stress, marital hardships, and housing concerns.

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

  Business Response

  Date: 02/09/2024

  Dear Mr. ********,
  
  We acknowledge your concerns regarding the management of your account during your tenancy at Sunset Ridge Apartments. It's important to note that Greystar has not managed this property for a couple of years, and the Regional Property Manager (RPM) you mentioned is no longer with our company. Although we do not have access to individual resident files and cannot address the specifics of your account, we can provide general information about the support systems in place during the COVID-19 pandemic.
  
  Sunset Ridge was a participant in the Rental Assistance programs available through Texas, Bexar County, and the City of San Antonio. These programs were designed to support residents facing financial hardship due to COVID-19 by offering rental assistance under specific eligibility criteria, including household income limits and the impact of COVID-19 on the household.
  
  The City of San Antonio Emergency Housing Assistance Program (EHAP) and the Texas Emergency Rental Assistance Program (TERAP) were two key initiatives available to residents. Both programs required detailed documentation from applicants, including proof of hardship due to COVID-19, income information, and tenancy verification. It's important to note that the landlord could apply for funds on behalf of a tenant under TERAP with strict guidelines to ensure no duplication of benefits and to protect the tenant from eviction during the assistance period.
  
  In addition to these programs, Sunset Ridge provided resources and assistance to residents in completing applications for these assistance programs. Attached, you will find documents outlining the resources available to renters during this period, including information on how to apply for assistance and the support provided by the property to facilitate these applications.
  
  While we regret any inconvenience or distress this situation may have caused you, we hope this information clarifies the assistance and resources that were available to tenants during the COVID-19 pandemic. If you have further questions or need additional information, please feel free to reach out.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:01/22/2024

  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.

  Put in a work order to get our refrigerator water filter replaced. We received an email stating that we had to buy our own water filter. We decided to seek guidance on this information from fellow residents. (Taking note of the community post and how it was never approved for other residents to see.) We then received a text message from our property manager about how management changed their minds and will replace the water filter. On January 22, 2024 around 1325 I spoke with the head maintenance man and the property manager about our SECOND work order put in to replace the water filter. I was told by the maintenance man, it’s still the residence’s responsibility. I informed him that the property manager told us otherwise. We went in together to speak to the property manager who then proceeded to tell me “the budget hasn’t been approved yet.” Our water filter is red, requiring it to be changed. We are willing to change it but do not agree that we should have to BUY a new one. It cost us $54.74 for a new filter. These appliances are being rented by us, they are not owned by us. No where in our lease does it state we are responsible.

  Business Response

  Date: 01/23/2024

  Dear Mr. ******,
  
  We understand your concerns regarding the water filter replacement in your apartment. As you may recall, on August 8, 2023, our Maintenance team performed a courtesy water filter replacement in your apartment, as noted in the work order from that date. This courtesy was part of our Lease Up stage, where the property budget allowed us to offer such a one-time service to our residents.
  
  Since that replacement, we acknowledge there have been several discussions with you about the water filter issues. Our records and previous conversations indicate that we have clearly communicated that the replacement you received was a one-time courtesy. In October, when a new replacement was requested, we informed you, as per the terms of your lease agreement, that any future replacements would incur a charge.
  
  We want to clarify that the water filters in the refrigerators at our community are designed to signal a replacement based on time rather than usage, and it is standard for these indicators to suggest a replacement approximately every three months.
  
  Referring to the lease agreement, specifically section 6.5 of the Greystar Master Addendum, it states that residents are responsible for the costs to repair, replace, or clean the furniture, televisions, and/or appliances. This includes the replacement of water filters.
  
  We aim to maintain transparent and open communication with our residents, and we regret any misunderstanding that may have occurred. Should you wish to discuss this matter further, please feel free to contact us at your convenience.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/22/2024

  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 rented an apartment with Sendero Ridge with a move-in date of 04/23/2022, paid all bills reasonably and timely, provided the timely notice with intent to move out, and moved out on 04/22/2023. On 05/27/2023, a demand email was sent to Sendero Ridge for my deposit back because they did not provide me my refunded deposit or an itemized billing statement explaining why my deposit wasn't returned to me, pursuant to my signed lease contract. A ledger was sent to me via email that was dated past the required 30 days. I have been in email contact with Sendero Ridge requesting itemized receipts, photos, and evidence of the damages/charges included on the invoice. I have not received a straight response to date. The apartment complex, Sendero Ridge, stopped responding to my emails on 07/10/2023 and I never answered any calls regarding this. As of 01/19/2024, I received a notice that this account is in collections even though I have made all reasonable efforts to gather proof of damages/charges with no response from Sendero Ridge to date.
  
  I provided my intent to move out on 03/06/2023 via the resident portal, although, per the ledger that Sendero Ridge provided untimely the incorrect date is listed on it stating that I didn't provide my notice of intent until 03/14/2023.
  
  They sent me to collections for an unpaid balance that they have provided no evidence of (photos, itemized receipts, etc. per my demand letter) and never provided an explanation, as well as ignoring my requests.
  
  Sendero Ridge is conducting unsavory business practices by misdating official paperwork, not providing the billing invoice per the lease contract and Texas law, and demanding payment without providing prior notice of hidden fees not included in the lease contract. They are damaging my credit by sending me to collections unfairly as well as slandering my character, and preventing me from being able to rent a good apartment in the future because they are reporting an incorrect unpaid balance.

  Business Response

  Date: 01/31/2024

  Dear ****** ********,

   

  We hope this message finds you well. We would like to inform you that your account has been forwarded to our receivables department. In case you have any discrepancies or wish to dispute the information related to your account, you are welcome to get in touch with them. The necessary contact details are provided below for your convenience.

   

  For your reference, we have diligently sent all applicable backup information, including photos and invoices, to the receivables department. It's important to note that the $99 deposit you paid was appropriately allocated towards the outstanding amounts due at move-out. This includes final utility charges for the period from 2/18 to 4/22 amounting to $135.12, light maid cleaning services billed at $49.50, and carpet cleaning services also billed at $49.50. Rest assured, you were not charged for any additional services, and these charges are substantiated based on the documented condition as evidenced in the photos provided.

   

  It's also crucial to understand that all utility bills are issued in arrears. From our records, it appears that although your move-in date was in April 2022, you did not receive your first utility bill until September 2022, which covered the usage for April and May.

   

  As of now, the current balance due, which you can settle with the receivables department, stands at $135.12. For any payments or further discussions regarding your account, please reach out to the accounts receivables team at the following email: [email protected].

   

  We appreciate your attention to this matter and are here to assist with any further questions or clarifications you might need.

   

  Warm regards,

   

  The Greystar Team

  Customer Answer

  Date: 02/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: while I appreciate the minimum amount that has been done to attempt to resolve this matter by Greystar, I would also like the unnecessary and erroneous cleaning charges to be removed as well. To date, I have yet to receive any itemized receipts, bills, and photo evidence of alleged damages that go beyond normal wear and tear. As well, I would like you to point exactly to where in the signed lease contract that it states that I was going to be charged with cleaning fees as I was not notified prior that any fees would apply. Thus, the charges are erroneous as I have detailed photos (with date/time stamp and geo-location) of my apartment on move out date moments prior to turning in the keys and there are no damages beyond normal wear and tear, which as stated in the signed lease contract, I would only be liable for damages above and beyond normal wear and tear. These charges need to be removed as well due to them not applying under the signed lease contract. The lease was broken multiple times on Greystar's end, as previously addressed, and this needs to be rectified promptly.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 02/16/2024

  Hi ******,
  
  The cleaning charges were removed. The balance on the account at move-out is from final utilities which were explained in a previous response that totaled ($135.12) – the deposit that we are refunding of ($99) would normally be applied to this balance leaving a total owed of $36.12. However, we agree to refund the full $99 deposit that was on file.
  To make sure all the details are in this response– the final utility bill was for dates (2/18-4/22- $135.12) Based on the information we see from reviewing your ledger, you did not receive your first utility bill until 09/22 even though you moved-in 04/2022. This bill was for April-May usage. Billing dates are in a rear. We are happy to provide you a copy of your ledger with this back up. Based on these details we will be refunding you the $99 – there was no additional money left over to cover your final utilities at time of move out. We are willing to remove some of these charges (final utilities) to refund your $99. We will need a forwarding address to process this refund.

  Best,

  The Greystar Team

• Initial Complaint

  Date:01/22/2024

  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 had to move units at the apartment because of a police report. I was told that I would not have to pay a fee because I was moving into a cheaper apartment and traded an expensive garage for a cheaper apartment. I had to pay a $200 deposit I was not told about, $106 that me nor any of the employees could figure out what it was for. I ended up having to just go ahead and pay because my movers were there and I didn't want to pay them more because of the apartment. Then my freezer went out on 1/1/2024, and I put in a service request. I called on 1/2/2024 and talked to Melissa and she told me that she would contact maintenance because that was an emergency. On 1/4/2024 I received an email that the service request was completed when it fact it was not. My food spoiled and they will not reimburse me for that. They finally replaced the freezer on Friday 1/5/2024. On 1/17/2024, I was sent an email that they charged me $354 for a clean up fee to my old apartment. I left the apartment clean, but besides that they took the $354 out of my rent on the residential portal.

  Business Response

  Date: 01/22/2024

  In order for us to respond to this complaint we need to know the name of the Greystar property in question.  We look forward to receiving this information.

  Business Response

  Date: 02/07/2024

  Dear Ms. Thomas,
  
  Thank you for bringing your concerns to our attention. Upon reviewing the situation, we found that charges were applied to your account for damages to the apartment, in line with our policies. The charges were not inflated, and we provided all invoices upon your request. Payment is due when the final account statement is completed for the previous apartment on a transfer basis. We understand your financial concerns and are willing to work towards a solution. However, during our previous conversation in the office, despite giving you the opportunity to speak without interruption, there were instances of disrespectful behavior, including interruptions and name-calling. As a result, the conversation was ended. We are committed to resolving this issue in a respectful and constructive manner and remain available to discuss further.
  
  We consider this matter concluded and hope to move forward amicably.
  
  Sincerely,

  The Greystar Team

  Customer Answer

  Date: 02/07/2024

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

  I think you are being misled, Samantha was understanding and tried to talk to Katherine on my behalf  i could hear Katherine’s rude remarks from her office about how I was lucky y’all was just now charging me. 
  

  I will be taking this a step further, from the charges when moving that came up last minute, the tub that I asked to be fixed months before my lease was up, my freezer problem, and your rude manager, you guys owe me some type of understanding and money back  

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

• Initial Complaint

  Date:01/21/2024

  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 was just notified of a debt collection on my credit report originating from a property that I lived at almost 3 years ago that Greystar managed. I have never received any information about this debt, and we moved out of the apartment in good standing. The last communication I have with Greystar is about receiving my security deposit late, almost four months after we moved out. They never sent me any information about owing a debt, and I never received any information from a debt collector. This needs to be resolved and removed from my credit report immediately.

  Customer Answer

  Date: 01/22/2024

  Summer house in Alameda CA

  Business Response

  Date: 01/22/2024

  Despite Greystar no longer managing the property in question, the individual who served as the regional property manager during Greystar's management tenure will reach out to Gabriel directly to address the situation.

   

  Thanks

• Initial Complaint

  Date:01/21/2024

  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 encountered numerous challenges with a specific individual at the front office of "The Connection" apartment complex located at 2537 Pine Shadows Dr, Huntsville, TX 77320. The person in question, Jaylynn F*****, has consistently displayed rudeness towards residents. My frequent experience involves ordering packages and collecting them on the same day. Unfortunately, Mrs. F***** has exhibited a negative attitude on multiple occasions, extending beyond package-related matters. Due to a chronic illness and recent surgery, I faced difficulty carrying a heavy package up the stairs to my apartment. Following medical advice to avoid lifting for at least 12 weeks, I informed Mrs. F***** that I was arranging for my father to pick up the package by the end of the week using his pickup truck. Instead of understanding my situation, she threatened to send the package back to the shipper, displaying a completely uncalled-for and unpleasant attitude despite my polite demeanor. It is disheartening to be treated poorly by someone lacking proper customer service skills, particularly when dealing with residents who may have medical limitations. In addition to this incident, I have reported maintenance issues around the building, only to have Mrs. F***** ignore them. For instance, there is a hanging exit sign connected to a wire that poses a potential danger to residents, yet it has been neglected for months. This negligence raises serious safety concerns. This overall experience has left me with a negative impression of "The Connection" apartment complex, and I will not consider choosing another property managed by Greystar in the future. Furthermore, I encountered issues with my upstairs neighbors making excessive noise at 3 am on multiple occasions banging on my door and harassing me and my roommate. Despite reporting the matter, the noise persisted, and the response I received was to "talk to them," which I find unprofessional and potentially jeopardizing our safety.

  Business Response

  Date: 01/22/2024

  Dear Ms. **** ****,

   

  We hope this message finds you well. We want to provide you with an update regarding the concerns you raised.

  1. Package Delivery: Our team has been making efforts to accommodate your needs, including delivering your packages to your unit as a courtesy on Wednesday, January 17, 2024. We understand that some of the packages are quite large and they occasionally remain in the office for an extended period. This was the reason our team inquired about your plans for package collection when you visited the office.
  2. Medical Condition: We were not aware of your surgery until your recent visit. We always strive to support our residents' needs and would have taken your medical situation into consideration had we been informed earlier.
  3. Exit Sign Issue: We have taken note of the safety concern regarding the hanging exit sign and have already instructed our maintenance team to address and replace the exit sign promptly.
  4. Noise Complaints: Regarding the noise issue you reported in October, we did engage with your neighbors following your complaint. We understand the situation escalated to a confrontation at their apartment door. It's important for us to ensure a peaceful community, so we encourage residents to report such incidents to our office directly for a more formal and safe resolution. We also want to acknowledge that we had offered you a transfer previously due to similar noise concerns, an option which was not taken up.

   

  We value your residency and your well-being, and we are committed to ensuring a comfortable living environment for you. Please feel free to reach out directly to discuss any of these matters further or if there are additional steps we can take to assist you.

   

  Warm regards,

  The Greystar Team

  Customer Answer

  Date: 01/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response seems generic, and I'm not pleased with the attitude when I visit the office to inquire about my packages. I simply wish to pick up my packages without encountering someone expressing their bad attitude on me, perhaps they should be retrained if they cannot control it when working with residents.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 01/25/2024

  Dear Ms. ****,

  We strive to have a
  welcoming environment for all residents and are very sorry our efforts fell
  through in your situation.  Providing the best customer service is a top
  priority for our entire team and we will continue with ongoing training to
  ensure standards are met, if not exceeded.

  Best,

  The Greystar Team

• Initial Complaint

  Date:01/21/2024

  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 recently received the move out statement for my lease which ended in December 2023 (account #********) .
  
  First, there is a parking charge listed for $87.10 which the property manager previously stated in an email message would be waived because we returned our parking access transponder and were no longer using the parking space during the final month of the tenancy. Second, there is an unitemized charge for $382.41 for utilities. This is well in excess of what we ever paid for monthly utilities during the entire tenancy. Furthermore, the unit was unoccupied after November 5, 2023 and no utilities were used during the remaining weeks of the tenancy.
  
  I am attempting to dispute both of these charges with Greystar but I am unable to reach anyone and have yet to receive a response. I have contacted (by phone and email): the Amp Lofts property manager, the accounts receivable office, *************@greystar.com, and Demi B*******, who I was told is the person responsible for accounts from this property. I hope to receive a response soon otherwise I will have no choice but to pursue legal action in small claims court.

  Business Response

  Date: 01/26/2024

  Dear Mr. *******,
  
  We wanted to provide you with an update regarding the discrepancies in your move-out statement for account #********. We have successfully processed the removal of the $87.10 parking fee. Currently, we are coordinating with our Accounts Receivable department to adjust the utility charges. We acknowledge that your keys were returned on 11/29/2023, and we are adjusting the utility billing period accordingly to reflect this.
  
  We understand the importance of transparent billing, and to ensure clarity, we will be sending you the Conservice billing statements. These will demonstrate how utility charges are determined by a third party. We are making these adjustments as a courtesy to align with your actual tenancy period.
  
  Once all adjustments are finalized, we will promptly send you a revised statement. We appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  
  Best regards,
  
  The Greystar Team

  Customer Answer

  Date: 02/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will not do so until I have received the refund payment and can confirm that the matter has been properly resolved. 
  

  I’ve already provided and confirmed my forwarding address multiple times via email. It is in your records. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 02/07/2024

  Dear Mr. *******,
  
  This message is from the Community Support Specialist and was emailed to you on 2/6:
  
  Thank you for your prompt response to our previous communications. We're writing to update you on the process regarding your financial move-out form and the subsequent refund.
  
  Once we receive approval from the Community Manager (CM) for the revised financial move-out form, we will promptly forward the updated copy to you for your review. Regarding the refund process, as soon as the approved documentation is processed through our accounts payable system, you will be notified via email from Smart Disburse (Transcard). The subject line of the email will likely read "Amp Lofts- Transcard," signaling that your refund is ready. Opting for this electronic refund method ensures a swift transaction, typically within the same day or at most 24-48 hours after opting in. Please note, this option is time-sensitive, so we recommend keeping an eye on your inbox to act promptly.
  
  Should you prefer a traditional method, if the electronic option is not selected, our accounts payable team will issue a paper check five days after the Transcard email is sent. This check will be mailed directly to the address you have provided us.
  
  
  Warm regards,
  
  The Greystar Team

• Initial Complaint

  Date:01/20/2024

  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 lived at a Greystar owned apartment complex. I moved out in March of 2023. I received an invoice in May of 2023 showing a certain amount listed in the uploaded document. I was told by a member of the management team to disregard that invoice as a new one would be sent out.
  
  I never received a new invoice and in December of 2023 I was sent to collections for an unpaid balance that was different and higher than the original invoice that was sent to me.
  
  They refuse to contact me or to give the Consumer Financial Protection Bureau any detailed information or really any information at all! They simply responded with my rental agreement and an invoice that was never sent to me.

  Business Response

  Date: 01/22/2024

  Dear Ms. ******* ******,

   

  We hope this message finds you well. We understand your concerns regarding the billing and collection process following your move-out, and we aim to clarify the situation to ensure there's no confusion.

   

  As we have communicated previously and as reflected in the attached lease and final statement, your outstanding balance is $240.04. This balance includes final utility charges for water, sewer, and trash (billed in arrears, as outlined in your lease), $15 for blinds damage, and $40 for trash-out services. These charges are consistent with our company policy and the terms of your lease agreement.

   

  We acknowledge your concern about receiving a bill that was higher than the initial statement. This discrepancy is due to the final utilities not being included in the first statement you received. As explained in our earlier communications, we asked you to wait for the final statement to be completed, which would accurately reflect all charges due.

   

  Regarding the collection process, all outstanding balances are handled by our internal collection agency, Greystar Receivables. They are responsible for issuing bills and managing the collection process. If there's any confusion about the billing or if you have received a notice stating that your account has gone to collections, we encourage you to directly contact Greystar Receivables at *************@greystar.com or (***) ******** for clarification and to address any concerns you may have.

   

  We understand that you have been proactive in seeking clarification on this matter by contacting various agencies. We assure you that we have provided all the necessary documentation and information to these agencies, and they have concluded their investigations.

   

  To facilitate a resolution, we kindly ask you to review the attached final statement, lease agreement, and the utilities addendum. We are committed to transparency and are here to clarify any further questions or concerns you may have.

   

  We value your past residency and are dedicated to ensuring this matter is resolved amicably and efficiently. Please do not hesitate to reach out for further assistance.

   

  Warm regards,

   

  The Greystar Team

• Initial Complaint

  Date:01/19/2024

  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 1/17/24 I went into the office and asked the apartment property mgr for another key fob for my apt to have as a spare. Julie (Property Manager) stated that she can not provide me with an additional key fob PER POLICY & (only one can be issued per person on the lease) and shows me the policy. I told her I’ll take a look at the policy that I signed and left due to my movers arriving. On 1/18/24 I called after reading the policy it doesn’t state that I can’t get another key fob. In fact it states that “Remote control for gate access. - Each resident on the lease will be given a remote control at no cost to use during his or her residency. Each additional remote control for you or your occupants will require a $ 75.00 non refundable fee.”
  After informing her of what the policy states she continues to implement she cannot provide me a additional key. She proceeds to ask me why do I need another key (which is really non of their business) but I told her to give to my mother when I go out of town. Julie states if I need anyone to go into my apt if I’m not present I could send them an email & she will give them the key to enter. But if it’s after hours than what? Not too sure what sense does that makes ,due to the fact that I could do that myself. Julie also stated that if I had an under age child or something of that sort than she could give me another key but other than that no. Julie doesn’t have a legitimate reason as to why she’s not honoring my request. After being hung up on in the middle of my conversation. I asked for the corporate number and she gives me a number and says it’s corporate number but it was not , the number is to another local apt complex. Ricky is who answered the phone who was extremely unprofessional, chuckling while I was talking and nonchalant to this matter. I asked for his title (Admin Assistant). I asked Julie who is her direct manager because the number that was provided to me was not corporates Julie stated “she doesn’t know who her manager is”. Julie has made this situation bigger than what it needed to be and has displayed poor customer service , incompetence and unprofessionalism. I need this situation resolved asap.

  Business Response

  Date: 01/22/2024

  Dear Ms. ****** *,

   

  We appreciate your visit to the leasing office and your subsequent communications about acquiring an additional key fob for your apartment at Prose District West. We understand your concerns and would like to provide a detailed summary of our interactions to ensure clarity and mutual understanding.

   

  On January 17, you inquired about obtaining a second key fob from our leasing agent, Norma. Norma explained our policy, which allows key fobs only for leaseholders and occupants and does not permit the purchase of additional fobs. Upon your request, we personally met with you to discuss your needs further. You expressed the need for an extra fob for your mother to access your apartment when you're out of town. We empathized with your situation but reiterated our community policy, offering an alternative solution where you can authorize someone to access your apartment via an email request to our property.

   

  During our conversation, we also clarified the provisions related to key fob replacement and provided Greystar's corporate contact information upon your request. Following our discussion, we were contacted by Greystar Corporate, who reaffirmed the policies we had explained.

   

  The following day, January 18, our conversation resumed, and despite our efforts to clarify our position and offer alternative solutions, you mentioned involving a lawyer. As per our standard procedures, we must cease direct communication once legal representation is introduced. We reassured you about our commitment to providing access to your apartment for your authorized individuals and stressed the importance of adherence to our established community policies.

   

  Our policy clearly states that each resident, and occupant if requested, receives one access device and that additional devices may incur a charge. However, it's important to note that the ability to purchase additional key fobs is not a service we offer.

   

  We sincerely hope this message clarifies the situation and our stance.

   

  We look forward to resolving this matter amicably and are here to assist you further if needed.

   

  Best regards,

   

  The Greystar Team

  Customer Answer

  Date: 01/25/2024

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

  I’m just so confused about the monologue. I just need another key fob and your policy DOES NOT stat ANYWHERE that I can’t request/purchase an additional one. I need an direct information to your corporate office due to Julie the property manager at PROSE DISTRICT WEST stating she doesn’t have a manger. So who’s responding to this complaint? Also before I was hung up on , I ASKED how could this get resolved? Will a lawyer have to be involved for a resolution or what? I ASKED Julie about a lawyer which was a question. Not one time did I say I was getting one involved. So there was NO excuse for being unprofessional & hanging up in my face. You’re stating the ability to purchase additional key fobs is not a service you offer but in the policy it clearly states you can for $75.00 so it’s very clear this is a personal decision. So again, what is a legitimate reason for me not being able to receive a spare?

  
  
  
  Sincerely,
  
  
  
  ****** *

  Business Response

  Date: 01/25/2024

  Dear ******,
  
  As previously stated, our current policy allows us to issue key fobs exclusively to lease holders and official occupants to maintain security and ensure compliance with Fair Housing regulations. Providing additional key fobs beyond this scope could potentially lead to Fair Housing issues if not uniformly applied to all residents.
  
  We have reviewed this policy with our Regional Property Manager, who supports its enforcement to ensure consistency and fairness across our community. We stand ready to follow any directive from our leadership that might adjust this policy, but as of now, we must adhere to the established guidelines.
  
  Your understanding is crucial to us, and we apologize for any inconvenience this may have caused. Should there be any change in this policy, we assure you that you will be promptly informed.
  
  Best regards,
  
  The Greystar Team