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:06/02/2023

  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.

  After moving out of Eventide, my security deposit was charged $65 for carpet cleaning. This was not for damages, this was an addition to the move out checklist that I was never told about and that was not in my lease. Per the lease agreement, I would pay if there were damages to apartment, not for normal wear and tear. I sent email to manager asking for where in the lease it says I am to pay for carpet cleaning if there is no damage and have had no response. I previously renewed my lease for 6 months and have a move out checklist that does not state charges for cleaning carpet except for if it’s damaged, they did not notify me of any changes to my lease so the company needs to send me my full security deposit as that is illegal.

• Initial Complaint

  Date:05/30/2023

  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.

  This property uses the company ********* to offer a Zero Deposit waiver to residents. I paid the monthly ********* waiver, which should have provided thousands of dollars in insurance against eviction costs, missed rent, and damages to the unit. However, upon move out, I was charged directly $160 for a tub resurfacing. I sent a picture of the tub to the leasing office, a picture which was never acknowledged. There were no missing tiles, no excessive stains, no cracks - just normal wear and tear. As to the bill I received my assumption here is that the property is either (1) double dipping and taking money from both lease lock and the resident (I will be calling ********* to verify) or (2) knows that the claims of “damage” are normal wear and tear and would be the property’s responsibility to pay, thus pass it off directly to the resident hoping they will not dispute. In regards to disputing, I was not given an opportunity to do so. You see, I was sent the first official invoice for the balance on 5/18/2023, with a due date of 5/15/2023, three days in the past. If any business deserves to be reported to the BBB for ethics, it is this one.

• Initial Complaint

  Date:05/28/2023

  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 moved from out of state. I drove 13 hours to get here and when I arrived I was asked if I had a cashiers check to pay for move-in charges. I explained the welcome letter specifically stated debit/credit card will be used for move in charges. Essence called Krystal to see if I could pay with a card, which she agreed. When I logged into the portal there was a $1,000 increase from what was listed on the welcome letter. The system would not allow me to make a custom payment and I was advised Krystal was not at her computer at the moment but could update it later. I asked if I could get my keys and pay my fees once Krystal was able to update the system. I was advised “NO” and I had to pay the extra $1,000 or couldn’t get my keys. This was very disturbing, especially since I drove 13 hours to get here. I paid the extra $1,000 to get my keys. I moved in on 5/27/2023 and have not had hot water in my bathroom to take a shower since I moved in, but yet I had to pay an extra $1,000 to move in. This is unacceptable and a terrible experience for a new resident. When I called leasing about not having hot water, all they advised was to Give it a few days. I haven’t had a decent shower and this is unacceptable.

• Initial Complaint

  Date:05/21/2023

  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.

  On December 1, 2022 I received and emailed invoice with my move-out final cost. However, my move out date was 11/25 and my balance was $453.30 to which I paid. I am not sure where the additional $400.09 came from on December 1st. They kept my $200 security deposit to apply towards the $400.09 balance and sent me an invoice via email on 12/1 with final balance of $200.09. I emailed, called the VA regional office, sent a message on social media, and submitted an inquiry on their company website. But have yet to receive any communication from either sources. I would like to obtain further details and an explanation on how I owe a balance of $400.09 on 12/1 which is after I moved out on 11/25. Please let me know how you can further assist.

• Initial Complaint

  Date:05/21/2023

  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.

  2 of My sons and I had a lease with The Brixton Apartments (GreyStar Properties) in Salt Lake City, UT. We were Paying monthly by auto pay with a one year lease. As the end of the lease approached, my sons were planning to move but needed to stay beyond the one year lease. We then started paying monthly at a higher rate. We were told that a 6 week notice was required for a move out date and we provided that 6 weeks in advance,= for a date of 10/10/2022. I was instructed to stop autopay so that we wouldn't be charged for the entire month. I received a final invoice prior to moveout for $1,131.05. I attempted to pay this through the portal but the system was down and wouldn't accept payment. I tried to write a check at moveout at the apartment complex but was instructed that it had to be done through the portal. We attempted that but could never log in so we sent Emails and made phone calls to Brixton to make the final payment but were told that we couldn't pay through the portal because we are no longer residents. Eventually we were contacted by Greystar with a final bill of $3,663.29 (for 10 days of rent). We were give a phone number by Email for a Greystar collection agent to discuss. She doesn't answer the phone or return phone calls. We have sent numerous Emails offering to pay the original amount of $1,131.06. They don't respond to the Emails other than to say that it was referred back to Brixton, We continue to receive Emailed bills of $3,663.29.

• Initial Complaint

  Date:05/17/2023

  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.

  On April 8th we moved out of The Brisco apartments in Dallas, Tx and received an email on May 13th stating that we owed $159.98 and of that charge $138.95 was for a carpet cleaning bill. On May 15th I contacted the management at The Briscoe to discuss the email and charges that were sent to us. The office manager stated that it was a standard carpet cleaning bill that is charged upon moving out and advised me to contact the management company. Prior to us moving out I had contacted the management at The Briscoe to ask if we could have someone inspect our apartment before turning in the keys like it was stated in the contact and they denied to do a walk through. After speaking with her on the phone I again looked over our contract and still it never showed where carpet cleaning was a standard charge and only stated that unless the carpet was damaged then would we be receiving any charges. It also listed that the carpets just had to be vacuumed prior to moving out. After this I contact Greystar which is The Briscoe management company and spoke with Jeffery Austell in the account receivables department. During our conversation Jeffery was very rude, kept cutting me off, and denied to answer any of my questions. He told me "When you move out you are required to get your carpets cleaned by a professional carpet cleaning company, show then the receipt or you will have to pay for it like it was "stated" in the contract" which it is not. He also stated “you can either pay it or don’t have a nice day” and hung up the phone. He also stated “I’m not sure why your calling because it seems like your apartment complex has given you all the answers you need”. He also denied to let me speak to a manager during this time.

• Initial Complaint

  Date:05/15/2023

  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.

  In April 2023, an application for an apartment at the Beverley at Denton (The Mark at Denton) was completed, an application fee was paid and the application was denied, so no further action was taken on our (Melody Nelson and Diane Valek) part. The only paperwork not done on line was the denial letter that has no Beverley contact information. (attached)
  
  I received this notice from Graystar, via email (attached), that fees were owed for the move out and cleaning (attached). I attempted to contact, via email, with no response and by phone listed on the number provided in the email.
  The phone call was answered confirming that the number was Greystar and transferred. The gentleman informed me that it was my responsibility to contact the Beverley and get this billing situation corrected. He then hung up on me. I don't have a number for the Beverley except the number listed in the Graystar email and that number states that the number has been disconnected and no longer in service. Please assist.

• Initial Complaint

  Date:05/13/2023

  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 was a tenant at Monterey Townhouse, *** ******** ***, Monterey, CA 93940-6876 - owned and operated by Greystar. According to their move out statement I am owed $529.82 on my $1150 security deposit. I dispute the $450 in purported "clean up" charges--for which no itemization of charges was provided. Even still, the landlord has refused to refund me the $529.82 -- that amount has not shown up at the forwarding address the landlord does not pick up the phone.

• Initial Complaint

  Date:05/12/2023

  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.

  The date of payment was on March 5, 2023. They emailed a statement on March 8, 2023 saying that I would receive $204.60. My partner and I both applied and each paid $168.68 which totaled $337.36. After weeks of not receiving the check in the mail, I went back to check the address on the statement and they did not include the apartment number which was on the application originally when we applied. I called their apartment complex The Pointe at South Mountain on March 21, 2023 and was advised to send them an email with the correct address. I then followed up again on May 3, 2023 and was advised that it was processed on 4/24/23 and if I didn’t receive it by 5/10/23 to call back and I followed the instructions given and called back and was told they would have Assistant Manager look into it and call me back. Still have not heard back from the property. Very unprofessional experience overall.

• Initial Complaint

  Date:05/11/2023

  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.

  On 03/07/2022, I paid $500 security deposit to Greystar mResidences Silicon Valley, formerly Oakwood Silicon Valley.
  
  We were tenants of mResidences Silicon Valley,
  870 E El Camino Real, Sunnyvale, CA 94087
  
  Our lease ended on February 13, 2023.
  Greystar owes us our $500 security deposit refund.
  
  It has been months and Greystar still has not provided a full refund of our $500 security deposit, nor any response.
  This is illegal because the requirement is 21 days, and it has been well over 21 days.
  This violates California Civil Code Section 1950.5 which provides that within 21 days of a tenant vacating the property the landlord must give the tenant the full refund.
  
  This is fraud and we are prepared to sue you in small claims court if you do not refund us for 3 times the amount = $1500 security deposit refund.
  
  I have attached my proof of payment for $500 on 03/07/2022 for the security deposit.
  
  Please provide an update now on when you will give us our $500+ refund.