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

2,351 total complaints in the last 3 years.
803 complaints closed in the last 12 months.

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Submit a Complaint

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:01/02/2024
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 and ****** recently initiated an application process for a room in Broadstone Toscano located at 2900 N Braeswood Blvd, Houston, Texas 77025, managed by GreyStar.
For health issues, we can not live in a newly painted apartment, and we told this situation multiple times to the leasing office. However, they misled us to make payment of application fees of $150 plus the $150 admin fee and then told us they were still determined to paint the room regardless. Faced with no alternative, we had to withdraw our application due to our health condition.
Had we been informed about the mandatory painting schedule following the previous tenant's checkout, we would never have submitted our application. We feel deceived by the leasing office's initial misinformation and believe we were taken advantage of. Consequently, I stopped my payment (an ACH transfer) using ***** Bank's "stop payment" service. According to ***** Bank, neither the recipient's bank nor the payee's bank should impose additional fees after the payment is stopped. However, we were still charged $100 for a "non-sufficient fee."
Despite the leasing office waiving the admin fee of $150 in one of their email communications, we have not accepted this resolution yet. Is there a possibility that you could assist us in waiving all fees, including the application fee and non-sufficient funds fee? We sincerely appreciate your kind assistance and wish you a happy new year.
Business Response
Date: 01/03/2024
Dear ** ****,

We are sorry to hear about the challenges you faced during the application process for Broadstone Toscano. We are currently looking into the matter, specifically regarding the issues you faced with the painting schedule and the fees charged. We aim to understand the situation fully and will follow up with you as soon as we have more information. Thank you for your patience as we work to resolve this.

Sincerely,
The Greystar Team
Customer Answer
Date: 01/03/2024

Complaint: ********

I am rejecting this response because: it has not addressed any of the issues raised in my complaint.
My concerns persist as follows:

1. The leasing office neglected to inform me of their mandatory painting protocol but continued to pressure me to pay the application and administrative fees.
2. Despite my strong objections to the painting, they maintained their decision without taking into account my application provision and request.
3. The application information is inaccurate (showed room #***, but I applied for #*****). As far as I understand, the entire application process was unsuccessful, making it unjustifiable to impose any charges on me.

Sincerely,

** ****
Business Response
Date: 01/04/2024
Dear ** ****,

We at Greystar understand your concerns regarding your application for apartment #***** at Broadstone Toscano. Upon review, we found that during the application process initiated by Mr. ****** **** on December 16, 2023, both application and administrative fees were communicated and agreed upon. Although a request to avoid painting the apartment was made, it was clarified that such a request might not be feasible due to our standard preparation procedures for new tenancies.

Our records show that you were informed on December 18, 2023, about the mandatory painting during the make-ready process, leading to your decision to withdraw the application. While our application and administrative fees are typically non-refundable, as a gesture of goodwill, we initiated a refund of the $150 administrative fee. However, due to the stopped payment process you initiated, an automatic NSF fee was charged as per our policy, which has now been adjusted to $50 as per your signed application agreement.

To resolve this matter, a balance of $200 remains due. We have enclosed relevant documents, including the applications, ledger, account statement, and community information for your reference. We are committed to assisting you further and addressing any additional concerns you might have.

Sincerely,
The Greystar Team
Initial Complaint
Date:01/02/2024
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 broke my lease with Greystar at The Cameron Apartments in January 2022. The fee associated with breaking lease is one month's rent or $1696, according to leasing office and lease agreement; however, Greystar is billing me a final charge of $2571.25 for outstanding rent with no explanation of the additional $875.25 to the rent amount. I have contacted Greystar countless times since January 2022 and no one has addressed my concerns to provide an explanation and justification for upcharging my final rent payment. The final bill was sent to collections in September 2023 and I still have yet to hear back from the Greystar team on my inquiry. This is both predatory and unacceptable.
Business Response
Date: 01/03/2024
Dear *****,

We are currently looking into the concerns you have raised regarding the final charge after breaking your lease at The Cameron Apartments. We understand the importance of addressing your query about the discrepancy in the billed amount. Our team is committed to thoroughly reviewing your case and providing a clear explanation. We will get back to you with more information as soon as possible.

Sincerely,
The Greystar Team
Initial Complaint
Date:12/31/2023
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.
Since June of 2023, and now it is new years eve. The kitchen sink in my apt has been backing up and overflowing with waste water and food particles all over the kitchen floor into the laundry room, under all the appliances under the sink and backing up into the dish washer. The waste water has soaked into all the baseboards, and wood board under the sink. The smell is horrendous the apartment smells terrible and I am sure mold now growing in the baseboards and under the sink. THIS IS HAPPENING ON A WEEKLY BASIS NOW! I have made submitted several work-order and issue is still occurring. No attempt by the current staff to have a cleaner come in and professionally clean the apt. I have tried to talk to the NEW management staff and the new assistant manager has avoided my visits, since I asked them to void my lease and let me move out (she refused) and the old manager will not see me. I have not been able to cook or relax in my apt since JUNE. I come home to a mess on a weekly basis, and I CANNOT COOK OR EAT in this smelly disgusting apartment. I will be searching for a lawyer. I have documentation, videos, and pictures of work orders and times sink backup with waste water.
Business Response
Date: 01/03/2024
Dear * ****,

We are truly sorry to hear about the distressing situation with your apartment's kitchen sink and the impact it's having on your daily life. The condition you've described is certainly not acceptable, and we want to address this as a priority. Could you please provide the name of the apartment complex where you reside? This information will help us to take swift and appropriate action to resolve these issues. Your comfort and well-being in your home are of utmost importance to us.

Sincerely,
The Greystar Team
Customer Answer
Date: 01/23/2024
I want to respond to this down below. This incident actually occurred in apt *** another tenant was inside that apt and was having the same issue at the same time. My apt is *** we were next door neighbors.
12/20/23-*** ***** Plumbing-Invoice #*****- Made a hole in the wall of Apt #*** to locate leak in sewer line. Used a camera to locate and inspect a 2-inch line under the slab to assist in searching for leak. Busted up concrete and replaced new sewer line in the wall for washer drain. Total invoice $4,126.46
Business Response
Date: 01/31/2024
Dear Ms. ****,

Following our recent communications and the assessment by the *** ***** team, we wanted to provide you with a detailed update and outline the next steps regarding the maintenance issues in your unit, specifically unit ***.

On January 25th, 2024, our team, alongside the professionals from *** ***** (Plumbers), conducted a thorough walkthrough of your unit to assess the necessary repairs. It has been determined that to effectively address the issue, it will be essential to reroute the piping. This entails running new pipes from the kitchen line above ground through the wall and laundry area, then connecting these to the existing toilet line. This method, which involves rerouting the line instead of re-piping underground, has been identified as the most viable solution to rectify the ongoing problems with your kitchen sink.

Understanding the inconvenience this situation has caused, we have agreed to your request to be released from your lease, with your notice to vacate set for February 28th, 2024. In our meeting with you, we briefed you on the plumber's proposed plan, and as discussed, we would appreciate your decision. This decision pertains to whether you would prefer the re-piping work to be initiated next week or if you would rather have this work conducted after your move-out.

Please note, if the decision is to postpone the plumbing work until after your departure, it is important to be aware that the issues with the kitchen sink are likely to persist. This is due to the collapsed drain preventing water from draining efficiently, causing backups and slow drainage.

We understand that this is not an ideal situation and sincerely apologize for any inconvenience this may have caused you. Your comfort and satisfaction are paramount to us, and we are committed to ensuring that your final weeks in the unit are as comfortable as possible.

Please feel free to reach out to us directly should you have any further questions, concerns, or if there is anything more we can do to assist you during this transition.

Warm regards,

The Greystar Team
Initial Complaint
Date:12/31/2023
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.
Money back for my holding deposit 250
Business Response
Date: 01/03/2024
Dear ***** *******,

We understand your request regarding the refund of your holding deposit. To assist you effectively, could you please provide the name of the apartment complex where this deposit was made? This information will enable us to accurately review your case and process any applicable refunds. We appreciate your cooperation in this matter.

Sincerely,
The Greystar Team
Initial Complaint
Date:12/31/2023
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 complaint is about a charge of $1302 that Ascent uptown charged us for a floor smoke odor treatment that did allegedly because of a fire in our apartment.

We stayed in an apartment (#****) from November 2021 to March 2022 and vacated the apartment on March 6th, 2022.

While relocating, a carton had a very minor burn but it did not lead to any fire or smoke. None of the smoke alarms in the apartment or the building were triggered and there was no firemen and firetruck.

However, as per Ascent uptown, there was a smoke from the fire which was large enough for them to call a smoke treatment company to take out the fire smoke odor from the 29th floor ( the location of the apartment). So, while none of the fire or smoke alarms were triggered, the ascent uptown deemed it necessary to do the treatment.

Post this incident they put they charge on our account.

We explained them our stance as follows:

'The entire situation seems hypothetically created to charge us additional amount and not refund our security deposit.

As mentioned, there was no smoke or fire as neither the smoke nor the fire alarms were triggered. Are you saying that the smoke or fire alarms in the property were not working?

Since the smoke alarms were not triggered, there can't be smoke to create the smell that you are referring to.

Because of the above, we don't know if our apartment is the cause for the below mentioned treatment and the charges therein. It seems like the property decided to do this treatment for completely unrelated reasons and is trying to attribute the charges to us.

Since you can't present the evidence of smoke even when we have asked for the same multiple times, we request you to 'Please refund our security deposit amount + additional dues amount on the immediate basis'. '

However, they remained firm on the charges and handed the case to a debt collection agency, that put a collection amount on our credit report.

We were forced to pay these unreasonable charges.
Business Response
Date: 01/03/2024
Dear **** ********,

We are currently reviewing the details of your complaint regarding the smoke odor treatment charge. Our team is committed to thoroughly investigating this matter to ensure fairness and accuracy in our billing practices. We will follow up with you as soon as we have more information regarding this issue. Thank you for your patience and understanding while we look into this.

Sincerely,
The Greystar Team
Business Response
Date: 03/25/2024
Hi ****,
Thank you for your message. We have asked Genesis for the information you are requesting since the refund will be coming from them. We will follow up once we have more information.
Thanks!
The Greystar Team
Initial Complaint
Date:12/29/2023
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.
On Oct. 28, 2023 my lease was up for renewal with Auxo at memorial rpm living (1st management). I knew I did not want to stay the whole 12 months because I was moving across country. The current management at the time which happened to be the 2nd management I have been through (because they have been through not 1, not 2 but 3 managements while I was living there) suggested a month to month lease. I decided to go with it because it made the most sense especially because they told me all I needed to do is let them know when I was leaving and it only needed to be before the month was up to not pay rent for the next month. When the time came I knew I was leaving in December. I even called to make sure I was still good by letting them know I was leaving before the month of December ended. They told me that I needed to send an email so that they have it on file. That is what I did on November 27th and I even called to follow up to make sure they got the email. At some point they switched managements again to “greystar”, because when I called on November 28th. They said the email changed and that I needed to send it to the new email. When I called there on December 15th to follow up my departure they had no clue about the situation. She tried to make me pay for the next two months because I needed a 60 day notice and tried to tie back the old lease. I told her, that is not what I was told when I agreed on this lease. I did not sign any papers stating that. She still told me they best they can do is let me go back from the emailed date. I am asking for a full refund of 1934.80 because it was never stated that I would have to do a 60 day notice(I am attaching the only lease I ever signed), even Texas laws states otherwise. I have lived through roaches, water damage from upstairs, wasps, and 3 managements, and much more than listed. I think it is fair to honor what was told to me for the month to month agreement regardless of the management switch. My time here has been bad.
Business Response
Date: 01/03/2024
Dear Ms. *******,

Thank you for bringing this matter to our attention. We understand your concerns regarding the lease renewal and the confusion over the 60-day notice requirement. We are currently looking into your case to review the details of your month-to-month agreement and the communications you had with our team. We aim to provide a clear and fair resolution. We will get back to you with an update as soon as we have thoroughly investigated the issue.

Sincerely,
The Greystar Team
Customer Answer
Date: 01/04/2024

Complaint: 21068041

Hello. I was curious to know what does the time frame look like or how long will it take for the investigation. I am willing to talk to anyone on the phone to further explain myself especially because I tried to do so with the apartment complex and they did not really listen to me.

Sincerely,

*** *******
Business Response
Date: 01/05/2024
Dear Ms. *** *******,

We hope you are doing well. We're writing to inform you that the concerns you raised have been addressed and resolved. As a result, we are closing out your complaint. It has been agreed and officially approved to release you from your lease agreement.

We thank you for bringing this issue to our attention and appreciate your understanding in this matter.

Best regards,

The Greystar Team
Initial Complaint
Date:12/27/2023
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 moved out in November on 11/24/23, due to California law my security deposit should have been sent to me 12/15/23.

They did not. I have been following up with them daily since and I am getting multiple excuses as to why it's not being paid.

First, they said a check was sent and must have been lost. When I followed up, they said it was never cut. Last week, they said another check was sent but it has not been received.

I follow up DAILY and get ignored multiple times. This is ILLEGAL and screwed up to do, especially around the holidays. I want my security deposit in full, they are lucky I don't take this to court since they would have to pay me 2x the amount.

GIVE ME MY SECURITY DEPOSIT IN FULL. STOP IGNORING ME! YOU ARE BREAKING THE LAW.
Business Response
Date: 12/29/2023
Dear Ms. ******,

We are actively investigating your concern regarding the delayed return of your security deposit. We are committed to resolving this matter and will provide you with a response as soon as we have a definitive resolution. We appreciate your patience and understanding.

Sincerely,
The Greystar Team
Customer Answer
Date: 01/04/2024

Complaint: ********

I am rejecting this response because:
Now your company is telling me I need to call your third party vendor to get a link to get my payment.
By California law this should be sent by check, I am not going to do the job of your company since you are failing to get this sent to me.

Work with this team to either get the link figured out, or you can follow the law that says this needs to be sent to me via check.

This is unacceptable. Writing a check and sending something overnight should take an hour, not 3 weeks.

Have this sent to me TODAY.

Sincerely,

******** ******
Business Response
Date: 01/05/2024
Dear ********,
As soon as we receive a clear timeline, we will provide you with the details so you know exactly when to expect your check.
The Greystar Team
Initial Complaint
Date:12/22/2023
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 submitted a maintenance request on 02 Sep 2023 for the clothes washer not working. A technician looked at it and checked one cycle (for delicates) and indicated that it was working. However, the cycles for that are intermittent and all other cycles don't work. So I submitted another request on 18 Sep 2023. I have emailed them about the issue several times and have been informed that there are over 200 maintenance requests in the queue. Despite the front office staff stating they would advise maintenance, no one has yet come to look at the washer. Likewise, I submitted a maintenance request for no heat on 04 Dec 2023 with no response. I changed it to an emergency request and was told someone would come look at it today (22 Dec 2023)
Business Response
Date: 12/27/2023
Dear Mr. ****,

Thank you for bringing these maintenance issues to our attention. We apologize for the inconvenience you've experienced. Our team is actively looking into the matter, and we will provide you with an update as soon as we have more information.

Your patience is greatly appreciated as we work to resolve these concerns.

Sincerely,
The Greystar Team
Customer Answer
Date: 01/03/2024

Complaint: ********

I am rejecting this response because:
I've already been told several times that sometime will be"looking into this" with no update or action taken. I delayed my response to give time for an update, but have not received any additional correspondence. I will update the complaint when there is some action taken.

Sincerely,

******* ****
Business Response
Date: 01/05/2024
Dear Mr. ****,

The onsite team contacted you to confirm that your heater has been repaired and informed you that someone will be there to examine the washer. The onsite team will follow up on the outcome and ensure you're kept informed about any developments. We are closing this matter out with the BBB.

Best regards,

The Greystar Team
Initial Complaint
Date:12/22/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out twice about the mold issue previously so this will be my 3rd time reaching out documented about the mold problem I am having in this apartment. On the portal you will mark it as completed and nothing has been done or completed there is mold in my windows and I have my younger child ages 7,3, and a 4-month-old as well who do come to visit me. My oldest son who is 7 has asthma and recently we had to take him to a specialist about his asthma now seeing why it has been out of control due to having mold in the apartment this is now a safety concern for my health and my kid’s health. My 3-year-old also is coming down with a rash due to this mold which he is being taken to the doctor as well for this matter. I have reached out to Greystar corporate office to make it known about this concern I am having with mold this situation is not being taken serious by the leasing office. I have worked with you guys on this matter and now I am wanting to get out of my lease before February 27,2024 due to my concern for my health and my kids health who I do have on certain days. Can You reach out to me, and we can discuss the next steps about solving this
Business Response
Date: 12/27/2023
Dear Mr. *****,

Thank you for bringing the mold issue in your apartment to our attention once again. We understand the seriousness of this situation, especially given the health concerns it poses for your children. Please be assured that we are looking into this matter with the utmost urgency.

Our team is currently reviewing your previous reports and the steps that have been taken thus far to address the mold problem. We are committed to ensuring that this issue is resolved effectively and promptly.

Thank you for your patience as we work to resolve this. We will be in touch with you soon.

Sincerely,

The Greystar Team
Customer Answer
Date: 12/28/2023

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:12/21/2023
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.
We're renting an apartment that we specifically asked before we signed if it was gated they said yes there website also says it is. Since it's been over a year since they told us they would fix it they have stolen many packages they have broken into my car and also tried to get in thru my daughter's window we asked why they say there working on it yet when the front gate messes up they fix it in a couple of days. also we have renters insurance for years and yet they keep putting there own and charging us we already showed them we have it and they continue to charge us. The so called amenities the pool always dirty and the spa burns your eyes cause of all the chlorine we have a relative that cleans them for a living and he told us there not cleaning there just adding that stuff to keep from cleaning it which is bad for ppl and yet thru all this in there website it says luxury living how is this luxury living we also pay for parking that we get to use couple of times during the week cause the rest of the days other ppl park there and they refuse to tow them when they have signs that they would and don't and all this for 1700 a month
Business Response
Date: 12/27/2023
Dear ****** *********,

We sincerely apologize for the various issues you have been experiencing at your apartment. It's concerning to hear about the security challenges due to the non-functional gate, the discrepancies in renters insurance billing, the condition of the amenities, and the parking difficulties. This is certainly not the standard of living we aim to provide, and we take your concerns very seriously.

To assist you more effectively, could you please confirm the name or location of the property where you reside? This information will help us direct your concerns to the appropriate team for a prompt and thorough investigation.

Once we have this detail, we will take immediate steps to address each of the issues you've raised. Your comfort and security are our top priorities, and we are committed to making things right.

Thank you for bringing these matters to our attention. We look forward to your response and to resolving these issues as swiftly as possible.

Sincerely,

The Greystar Team

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Greystar is NOT a BBB Accredited Business.