Complaints

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

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• 

  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Greystar Management

  701 T. C. Jester Houston, TX 77008

• 

  Greystar Management

  7373 Ardmore Street Houston, TX 77054

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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

• Initial Complaint

  Date:12/21/2023

  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.

  I was in the process of applying for an apartment on 2/12/23 at Soma Brickell in Miami, FL. During the application process they asked me to upload my paystubs to an online site called Snappt. During the process of uploading my paystubs it said it required PDF, which was the format I was trying to upload. I reached out to the leasing agent to see why it was giving me an error and the leasing agent told me in email to. Exact message from leasing agent " Sorry, No PDF format. Please use other method". I explained to her that the site was saying PDF only and her response was, "Please try. The Snappt Report does not allow PDF Format and the application can be canceled if we do not have it uploaded to this program". I stopped into the leasing office and spoke with a manager and they told me that it HAD to be PDF but only a certain type of PDF was allowed. I went back and tried again and it failed. Later I found out that it required a certain type of PDF so I simply converted my PDF into another PDF format and it allowed me to upload it. I later stopped into the office to get an update and they said they could not prove where I work. I had my paystub, I had my employee badge, I offered Tax documents, I offered contacts to my HR department and also my direct manger and we also have a site called workplace for them to prove employment and salary. They told me they were going to cancel the application. I asked to speak to the managers manger and all he said is "They will just tell you the same thing". So they ended up canceling the application but said they could not refund the admin fee or the application fees. I tried everything to finish the application but they would not allow m too. I did a chargeback on my CC for my application fee and shortly after I got an email saying I owe then $225 ($150 for application fee and $75 for NSF). Later they finally sent us the admin fee back after threatening a lawsuit and they deducted the $75 "NSF" fee. I called the accounting department multiple times to get things squared away but they are impossible to reach, I would sit on hold for 30 minutes then they would tell me to leave my contact info and they would get back to me. After multiple VM to them I was surprised someone actually called me back. I explained the situation and they told me they would investigate it and get back to me. 1 minute after the call they sent me a copy of my bill without looking into it. Now, 8 months letter the collection company called Genesis called me telling me I owe them $225, $150 for the chargeback and $75 for the "NSF" fee. I told them they already took the "NSF" fee out of the administrations fee they refunded us. I offered to pay the $150 back since they already had the "NSF" fee. The genesis rep thought she put me on hold when she was talking to her manager but she ended up conferencing me into the call. All they did was complain that I was "talking to much" because I was trying to give them the details of why I would pay them $150 but I am not paying the "NSF" fee again since they already took that out of the administration fee refund. I already spoke to a lawyer and they sent a demand letter to Greystar but they ignored it.

  Business Response

  Date: 12/27/2023

  Dear ***** *******,
  
  We sincerely apologize for the difficulties and confusion you have experienced during the application process at Soma Brickell. We understand how frustrating this situation must have been for you, especially concerning the issues with uploading your paystubs and the subsequent challenges with the application fees and charges.
  
  Please be assured that we are taking your concerns very seriously and are actively looking into the matter to understand exactly what happened and why. Our goal is to address and resolve the issues you've faced, including the confusion over the paystub format, the chargeback, and the NSF fee, in a fair and satisfactory manner.
  
  We appreciate your patience and understanding as we conduct this review. We will get back to you as soon as we have more information and a clear course of action.
  
  Thank you for bringing this to our attention, and we apologize again for the inconvenience caused.
  
  Sincerely,
  
  The Greystar Team

  Customer Answer

  Date: 01/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have not heard back from anyone. I keep getting told that "We will look into it and get back to you", but I never hear back. Is there a time when I should be hearing back? I would like to resolve this soon. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/08/2024

  Dear Mr. *******,
  
  We hope this message finds you well. We wanted to address
  the concerns you raised regarding the application fees and the NSF fee in your
  file. After reviewing the details, we would like to provide some clarification.
  
  Upon reviewing your file, it appears that your documents did
  not pass the Snappt screening process, which is a requirement for all
  applicants, without exceptions. We understand there may have been some
  confusion regarding the document format, but this step is essential in our
  application process.
  
  In response to the situation, we processed a refund of $350
  for the admin fee and $150 for the application fee, as a courtesy. Please note
  that we typically do not refund application fees, but we made an exception in
  your case due to the circumstances.
  
  Regarding the second application fee, it was charged back,
  resulting in a $75 NSF fee. This $225 was deducted from the $500 refund we
  processed, leaving you with a net refund of $275. As it stands, there is no
  outstanding balance owed to us.
  
  We understand that some time has passed since these
  transactions occurred, and we do acknowledge that you do not owe us any money
  at this time. However, it is unlikely that we would refund the application fee
  or the NSF fee at this point, given the situation and the time that has
  elapsed.
  
  If you have any further questions or require additional
  clarification, please feel free to reach out. We are here to assist you with
  any inquiries or concerns you may have.
  
  Thank you for your understanding.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:12/21/2023

  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.

  The Habitat at Fort Collins has exhibited behaviors towards me during my lease with Greystar over the last three years. The property manager, Rosa M*****, is incredibly rude and utilizes her miniscule amount of power to enforce her will instead of acting with empathy and reason. In October, my husband was removed from our lease agreement under false pretense. Removing my husband from the lease has left me alone on the lease, and as a student I have no income. This has been clearly communicated to Rosa and the property management team who insist on holding me to a lease agreement I am unable to satisfy. In the sole pursuit of rental revenues, Rosa has denied me the ability to be released from my lease without charge although it was offered to me in writing. Once the situation with my husband was rectified and verified with supporting documentation, they have refused to allow him on the property and are demanding I satisfy a lease when I have communicated my inability to do so. The property management team at The Habitat at Fort Collins refuses to escalate the situation to a regional manager, and when politely asked for regional contact information or for them to reach out to me, I was refused that communication. Their actions are indicative of their severe lack of customer service, client relations, and care for their community.

  Business Response

  Date: 12/27/2023

  Dear Ms. *** *****,
  
  We are truly sorry to hear about your recent experiences at The Habitat at Fort Collins. It is concerning to learn about the issues you've faced, particularly regarding the lease agreement and your interactions with the property management.
  
  Please know that we are looking into this matter with the seriousness it deserves. Our goal is to understand the full scope of the situation and to address your concerns appropriately and empathetically.
  
  Your comfort and satisfaction as a resident are of utmost importance to us. We appreciate your patience as we investigate and work towards a resolution.
  
  Sincerely,
  
  The Greystar Team

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst customer service I’ve received from a leasing office management (The Wright). I have been living at the Wright since June 2023. On October 25th, 2023 management decided to assign parking spots. As someone who is paying for two parking spots, you would expect to be given two parking spots next to each other. This was not the case for me, I was assigned two parking spots in opposite sides. The same day I received the letter stating they assigned parking spots, I went to the leasing office to express my concern. I spoke with both Damian (Leasing Professional) and Chelsea (Property Manager). They gave me different parking spots options and I went to each one of them to verify their location. After finding two parking spots that worked for me, I confirmed with both Damian and Chelsea that I wanted those assigned parking spots. The original parking spots assigned were crossed out by the management and labeled with the new parking spots numbers. It appears as this change was not documented by management. The lack of record-keeping led to double-assigning my two spots. As a resident, I believe that effective management significantly contributes to a positive living experience for everyone in the community. It is also important for management to acknowledge their error and fix them, this hasn’t been the case. Assigning two new parking spots to me isn’t a resolution, especially since I did my due diligence of going to the leasing office on October 25th, 2023, the same date the parking spots were assigned.

  Business Response

  Date: 12/21/2023

  Dear *********,
  
  We are currently investigating the matter regarding your parking spots. We will get back to you once we have concluded our investigation.
  
  Best Regards,
  The Greystar Team

• Initial Complaint

  Date:12/20/2023

  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.

  July of 2023Element at Barclay StationOwned by Greystar property managementI Applied for a apartment complex, paying an application fee ($130) and an administration fee ($250) we were in turn denied and told we would be refunded our admin fee. They told us that we would be receiving the check in the mail which we never did. I tried them disputing the charge with my bank after 3 months of not receiving the check. Greystar then disputed this refund with my bank which in turn gave Greystar the money back. Now it’s been almost half a year and we still do not of our refund from the administration fee. We have tried contacting them multiple times and have gotten no response. We just want our money back for the $250 admin fee. Below I will attach the receipt of what we paid as well as the documents from my bank of Greystar disputing our refund.

  Business Response

  Date: 12/20/2023

  Dear Mr. *******,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you've experienced regarding the refund of your administration fee. Our team is currently investigating the issue, and we are committed to resolving it as soon as possible. 
  
  We will keep you updated on the progress of your refund, and once it's processed, you will receive your reimbursement. Your patience in this matter is greatly appreciated.
  
  Thank you for choosing Greystar, and we apologize for any delay in resolving this issue.
  
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 12/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21034092, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *********** *******

• Initial Complaint

  Date:12/20/2023

  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.

  Wednesday, December 13th 2023, I received a letter from collections re greystar Properties. This was the first time I was notified of any outstanding charges from Jan 2022. Greystar did not attempt to make outreach to resolve an outstanding balance for nearly two years, prior to sharing my information with a debt collection agency. I have made multiple attempts to contact them by phone to no avail, and in their response to an email they refuse to provide me any info. I have contacted my lawyer, sent an inquiry to office of attorney general, and am hoping to connect with someone at the BBB.
  Greystar shared incorrect personal information with the collection agency to communicate with and collect debt on behalf of my alleged account balance. The collection agency has not been able to reach me as a result of their lack of due diligence, and I am absolutely appalled this is how I’m first learning about an outstanding balance after nearly two years. On the call, they also informed me that Greystar just sent the bill to collections within the last week.
  Due to their response, plus their lack of due diligence in communicating any outstanding balances to myself prior to sending $30.46 to collections, I have reasonable evidence to believe Greystar has been sending an unauthorized third party multiple communications (disclosing my personal and financial information) to collect outstanding balance over the last two years. The lease agreement does not authorize them to share my personal and financial information with unauthorized third party. Additionally per Illinois law, they as a landlord are required to notify me of any outstanding balances on my account within 30 days of vacancy; their requests to collect debt outside of that window and share the debt with collections are illegitimate.
  Greystar refuses to provide me any info and deferred me back to the collections company. I have been financially compliant throughout my lease. What they’ve done is unlawful.

  Business Response

  Date: 12/20/2023

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

  We acknowledge the concerns you have raised in your recent communication regarding the outstanding balance and debt collection.
  Our team is actively looking into the details of your complaint and will be reaching out to the appropriate parties within Greystar to conduct an investigation. We are committed to resolving this issue as promptly as possible and will provide you with an update once we have more information.

  Thank you for bringing this matter to our attention, and we appreciate your patience as we work to address your concerns.

  Sincerely,
  

  The Greystar Team

  Customer Answer

  Date: 12/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Thank you for your response. My lawyer is on standby and I would appreciate a prompt response and resolution. $30 is a minuscule amount to send to collections over a mistake on your behalf. I look forward to hearing from you.

   

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

  Business Response

  Date: 12/27/2023

  Dear Ms. **********,
  
  Thank you for bringing this matter to our attention. We understand your concerns regarding the recent communication from a collections agency. At Waterford Place Apartments, managed by Greystar, all outstanding balances at the time of a resident’s move-out are addressed by our Receivables department.
  
  Upon your move-out, we relayed the necessary information to the Receivables team, as per our standard process.  The Receivables department is responsible for issuing the Final Account Statement and reaching out regarding any due balances.
  
  Following your report of being contacted by a collections agency, we initiated a request with our Service Desk to obtain further information from Receivables. According to them, they sent you a letter, an email, and attempted a phone call. They have indicated that further communication regarding this matter should be directed to the collection agency.
  
  We understand the balance of $30.46 relates to the final utilities, as utilities are billed in arrears in our community. Please note that our local community team does not manage the collection of balances for past residents, nor do we make direct contact regarding outstanding amounts. Any detailed information regarding attempts to reach you would be provided by Greystar Receivables.
  
  We are following up with our Accounts Receivable department to ensure all protocols were followed correctly and will update you with any pertinent information we receive. Please let us know if there is anything more we can do to assist you.
  
  Thank you for your patience and understanding as we look into this matter.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:12/20/2023

  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.

  We vacated a Greystar property (Harrison Yards) on 7/29/23. According to our lease, which is a legally binding contract, Greystar had 30-days to return our security deposit to us. As of this writing it has been over 120 days and we’re no closer to receiving it.
  
  We’ve been connected to multiple people who stop responding, including the accounts receivable team, the on-site property managers and the leasing office. We’ve left messages and emails.
  
  We’ve confirmed, and have in writing by the on-site manager that we do not owe anything and they owe us our deposit back, but they refuse to do so.
  
  This company is such a scam, preying on people who don’t have time to chase them for years for a security deposit. With the amount of properties they control, how much money a year do they make off this racket? Must be quite profitable if they give you the run around for such a lengthy time.

  Business Response

  Date: 12/20/2023

  Dear Mr. ************,
  
  Thank you for bringing this matter to our attention. We apologize for the delay in addressing your security deposit refund. Our team is currently investigating the issue, and we will provide you with an update as soon as we have more information.
  
  We appreciate your patience in this matter and assure you that we are committed to resolving it promptly.
  
  Sincerely,
  The Greystar Team

  Business Response

  Date: 12/27/2023

  Dear ******* ************,
  
  We have been informed by the property team that they have spoken with you regarding the deposit issue. They have confirmed that your deposit has been processed successfully. You can expect to receive the refund as soon as the check is issued.
  
  We appreciate your patience in this matter and apologize for any inconvenience caused. Thank you for bringing this to our attention.
  
  Best regards,
  
  The Greystar 

  Customer Answer

  Date: 12/28/2023

  Thank you for following up but unfortunately you have not pushed this any further or shed new light. “When a check is issued” has no timeframe and your company is already four months out from the legally required timeframe to return a deposit as per NJ law.

  This BBB filing was our last effort to settle this matter without escalating. We will allow two weeks for the check to arrive, more than enough time for a check to go through the postal service from any point in the country. After that we will be forced to file in small claims court, seeking our reimbursement + damages, due to Grey Stars inability to communicate about and resolve this matter in a reasonable timeframe.

  Thank you.

• Initial Complaint

  Date:12/19/2023

  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 of this apartment complex after our lease legally ended. By California law, the business should return my security deposit within 21 days. However, I didn't received my itemized bill until the 25th days (after I sent 3 emails communicating). l still haven't received my refund (security deposit + pro-rated rent of the last month) yet.

  Customer Answer

  Date: 12/20/2023

  Hi! The Greystar community is Landsby apartment at 100 Aspen Way, Mountain View, CA, 94040

  Business Response

  Date: 12/21/2023

  Dear ****** *****
  
  We are currently investigating the delay in the return of your security deposit and pro-rated rent. We will follow up with you once we have more information.
  
  Best Regards,
  The Greystar Team

• Initial Complaint

  Date:12/19/2023

  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.

  I was a tenant at San Tierra 3939 W Windmills Blvd #**** Chandler AZ 85226 for approximately three years. I moved out Jan 2023. At the time of move out I did a walk through with one of the leasing agents and then handed in my keys and change of address. I also returned to the property on two different occasions to recover mail that had not be directed to my new address each time speaking with the manager of the complex. In Dec 2023, I received a notice from a collection agency for $1300+ worth of repairs and damages with no explanation of the charges. I took pictures at the time of move out which of course I no longer have a year later and was never contacted in regards to this balance. I want this balance immediately deleted and my credit to reflect that my account was paid in full.

  Business Response

  Date: 12/20/2023

  Dear *****,

  Thank you for bringing this matter to our attention. We understand your concerns regarding the recent collection notice for San Tierra Apartment #****. We are currently investigating the details of your case and will be in touch as soon as we have completed the investigation. 

  In the meantime, if you have any further information or documentation related to your move-out from San Tierra, please do not hesitate to share it with us. Your cooperation will help us resolve this issue as quickly and fairly as possible.

  We appreciate your patience and understanding.

  Sincerely,
  The Greystar Team
  
  

  
  

  Customer Answer

  Date: 12/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: not rejecting. I do not have the move out sheet they gave me anymore. It's been 11 months since I moved out and no on ever contacted me until I pulled my credit report and contacted them. I have the same phone number and provided a forwarding address and not one communication from San Tierra. The photos were on an old device I no longer have.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 12/21/2023

  Dear ***** *******,
  
  We have thoroughly reviewed your account and the circumstances surrounding the charges incurred. Please find the attached invoices for cleaning and painting services rendered at your former residence at San Tierra. Additionally, our records indicate that there was unpaid rent from January 1st to January 13th, as detailed in the ledger.
  
  Greystar Receivables routinely dispatches letters to former residents, detailing outstanding balances or refunds due. These communications provide the opportunity to arrange payment plans if necessary.
  
  We have your forwarding address on file, which you provided, and this has been used for all correspondence regarding your account.
  
  Considering all evidence and records, we conclude that the charges levied are valid. We encourage you to review the documentation sent to your provided address and contact Greystar Receivables to discuss any discrepancies or to set up a payment plan.
  
  We appreciate your attention to this matter and are keen to resolve it to the satisfaction of all parties involved.
  
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:12/19/2023

  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 applied for an apartment and was pre-approved. I paid $50 for the application and $300 for the admin fee which would hold the apartment and allow me to complete the rental process. Then I was told via email my apartment wouldn't be ready for a month and the price would be higher. I I responded that was fine and I would like to proceed. I only got automated responses back. I would call but the only option was to leave a voicemail and they wouldn't return my calls. Then I get an email saying they pulled my application and I would have to reapply with a new admin and application fee. They never held the apartment and the didn't process my application. The business has been unresponsive. I would like my admin fee returned as they did not finish processing my application and did not hold the apartment as they agreed to do. Thank you.

  Customer Answer

  Date: 12/19/2023

  Tesoro Ranch Apartment Las Vegas, NV 89122

  Business Response

  Date: 12/19/2023

  Dear Ms. *******
  
  We want to assure you that we take your concerns seriously, and we apologize for any inconvenience you have experienced during the application process. Your satisfaction is important to us, and we are committed to resolving this matter as quickly as possible.
  
  Our team is currently investigating the issues you raised in your complaint. We understand the frustration you must be feeling, and we want to ensure that your concerns are addressed appropriately. Rest assured that we will be in touch with you as soon as we have more information and a resolution to your situation.
  
  Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 12/21/2023

  Dear Ms. *******
  
  We hope this message finds you well. Upon reviewing your application process for unit 1141 and subsequent communications, we note that there were several attempts to reach you, both via phone and email, to discuss the details of your application and the full renovation of the 3-bedroom apartment home you were interested in. Unfortunately, due to a lack of timely response from your side, as outlined in the emails dated 12/08/2023 and 12/13/2023, we were compelled to close the application on 12/14/2023.
  
  We understand that you are requesting a refund of the $300 administration fee. However, as per our policy, this fee is non-refundable except in cases of immediate denial or if a cancellation is made within 24 hours of approval. Since you were pre-approved and the apartment was taken off the market in anticipation of your move-in, which was expected on 12/14, the fee stands as non-refundable due to the expiration of your move-in date without a response or action from your end.
  
  We regret any inconvenience this may have caused, but we must adhere to our established policies to ensure fairness and proper management of our properties.
  
  Thank you for your understanding, and we consider this matter closed.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:12/19/2023

  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.

  Hello, I toured a property with Midsomer Homes in the middle of June 2023- with the intent to move in by the end of July 2023, I was moving out of state and they were aware of this. At the time I toured, I was told that I needed to put down an application fee in their portal to hold the home. The application fee was $400. After that, I also was told that I needed to pay an additional $750 deposit before I could finish the lease. I had several emails and phone calls to Alexis and the manager, Shayna (who I've been told is no longer with the company) confirming this. I paid the $750 through the portal and it was cleared through my bank on July 3, 2023. I have my bank statements to prove this. Several weeks went by and I was getting nervous because I had not received paperwork from Midsomer on the home and had movers and a multitude of things to arrange. I decided not to rent from Midsomer and asked for my money back. I have tried multiple times through email and phone calls over the last 6 months to have my deposit money reimbursed and been told various things- yes, the check is in the mail! It has now gone on far too long and I want the money returned to me. Even calling their corporate office got me the run around. Not renting with them was the best decision I've ever made, but I just want what is owed to me. Can you please help?

  Business Response

  Date: 12/19/2023

  Dear ***** **********,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced in this situation. We take your concerns seriously and are committed to resolving this issue promptly.
  
  Our team is currently looking into the details of your case, including the payment and refund process. We will thoroughly investigate what transpired and ensure that any necessary actions are taken to address your request for a refund.
  
  Please be assured that we will keep you updated throughout the investigation process. Our goal is to provide a clear resolution to this matter as soon as possible.
  
  If you have any additional information or documentation that may assist us in resolving this issue, please feel free to share it with us.
  
  Thank you for your patience, and we will be in touch with further updates.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 12/20/2023

  Dear Ms. **********,
  
  We empathize with your concerns and regret any inconvenience you've experienced. We have issued a check to the address you provided. Please find the attached document for your reference.
  
  Best regards,
  
  The Greystar Team