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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

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  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

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:12/12/2023

  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 fully satisfied my account balance and need it removed from my report

  Business Response

  Date: 12/12/2023

  Dear ****** ******* * ********,
  
  Thank you for reaching out to us regarding your account balance. We understand the importance of ensuring your records are accurate and up-to-date. Our team is currently reviewing your account to confirm that all balances have been satisfied as per your statement. We will get back to you with an update as soon as we have completed our investigation. We appreciate your patience in this matter.
  
  Sincerely,
  The Greystar Team

  Business Response

  Date: 12/13/2023

  Dear ****** ******* * *********,
  
  We hope this message finds you well. Thank you for bringing your concern to our attention.
  
  Upon reviewing your file, we can confirm that you are indeed correct: your account has been paid in full. We would like to clarify that our Accounts Receivable department does not report to any credit bureaus. Therefore, if there is any discrepancy on your credit report regarding this account, it must have been reported by another entity.
  
  Given that your account is settled, any dispute you raise with the credit bureau regarding this matter should lead to the removal of the claim, as the account is fully paid. We encourage you to contact the credit bureau directly to resolve this issue.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:12/11/2023

  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.

  The staff here is nice HOWEVER Since I’ve been living here (roughly since the start of September) I have had a mice problem not just one but multiple of them . So far I have caught 5. I basically had to demand a hole on my apparent to be patched after asking several times. It didn’t get fixed until I marched down to the office and asked for something be done immediately. Fast forward to now I still have mice issue and another hole was found in the unit , after I complain about mice feces in the unit. I literally had rat poop on all of my items in my unit and I asked repeatedly to be release from lease due to this being a health concern . Literally my anxiety is through the roof and I am now being seen for hypertension since the start of this . They have only offered to move me to another unit when I simply want to leave peacefully . I am now stuck having to pay an insane amount to break the lease. Please consider my experience here before you spend your money here

  Business Response

  Date: 12/12/2023

  Dear Ms. ******** *****,
  
  We have received your complaint regarding the mice infestation in your apartment and understand the distress and health concerns this situation has caused you. Please be assured that we are taking your concerns very seriously and are currently investigating the matter thoroughly. We aim to address such issues promptly and effectively. We will provide you with further information and a resolution as soon as possible.
  
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 12/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Thank you , I originally asked to be release from lease in November  which the management team acknowledged but did not honor until December 5 . I have the emails to prove as well which I don’t have a problem with providing. Paying 6000 in fees for a rodent problem that has persistently been a issue is not acceptable 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 12/12/2023

  Dear Ms. ******** *****,
  
  We have thoroughly reviewed the timeline regarding the mice issue in your apartment. The work orders show that initial action was taken for ants and subsequently for mice sightings. Repairs to address these concerns were carried out promptly, including sealing a hole behind the dishwasher and placing bait boxes. After the final repair on November 21, 2023, there were no further reports from you about mice until your lease termination request. As the maintenance actions were timely and comprehensive, we consider the necessary steps to have been taken in response to the issues reported. Enclosed are all related work orders and the Early Termination Agreement for your reference. We believe this concludes your complaint.
  
  
  Warm regards,
  The Greystar Team

• Initial Complaint

  Date:12/10/2023

  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 moved before the end of my lease at Camber Villas in Bryan, TX. The front office staff notified me in person and via e-mail that I would have to pay a re-let fee continue to pay rent on the lease until they found another tenant to occupy. I paid the re-let fee of $883.15 and paid two month's of rent before I was notified they had found someone to take over my apartment. I called to make sure I was no longer obligated to pay for the rest of my lease and they confirmed. Soon after I received a bill claiming that I owned the entire 12 months of rent at $12,828.00. I contacted Camber Villas and was sent to a different number at Greystar. The individual I spoke to said they would take care of it and that this was not normal. Since then I have received a collection notice from Genesis for that original $12,828.00 plus an additional $990.47 for repair, which is exorbitant. I have tried contacting Greystar to fix this issue and I keep getting forwarded to others before my calls stop being answered. I am very disappointed in this process and am seeking a resolution ASAP.

  Business Response

  Date: 12/11/2023

  Dear Mr. **,
  
  Thank you for bringing this issue to our attention. We are currently reviewing the billing concerns you have raised regarding your lease at Camber Villas and the subsequent charges that have been applied to your account.
  
  We understand the urgency and importance of resolving this matter promptly and accurately. We are committed to thoroughly investigating your case and will provide you with an update as soon as we have more information.
  
  Your patience while we address this issue is greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Customer Answer

  Date: 01/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Still waiting on a response from Greystar. They have not responded with any information.
  
  
  
  Sincerely,
  
  
  
  ****** **

  Business Response

  Date: 01/08/2024

  Dear ****** **,
  
  Upon review of your account, it appears that when your Final Move-Out (FMO) was completed in March 2022, your lease from 3/25/22 to 7/31/22 was backfilled, which resulted in a credit of $234.61 to your account. However, your renewal lease from 8/1/2022 to 7/31/23 was not backfilled at that time, leading to a full lease term charge. Since the unit was backfilled later, there is a need to revise your FMO by $12,828.00, as detailed in the attached FMO. Consequently, a ticket will be submitted to adjust your account balance from $13,582.83 to the new balance of $754.83.
  
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/10/2023

  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 out the apt 2/26/22 and was sent a falsified move out statement that was not itemized showing $1000 in "pending damages", along with $1147.24 in erroneous utility charges and $30 insufficent notice fee. I contracted Greystar for an explanation of charges and for unlawfully withholding my security deposit of $750 and not providing itemized receipts within 21 days of move out per Cal. Civ. Code 1950.5. On 6/9/22 I sent a certified letter and email to Renee R***** demanding my security deposit back and was told that corrections would be made to the account as they researched what the damages were for and would correct the erroneous utility charges. I heard nothing until 3/16/23 (YES 383 days after move-out) that the account has been updated and I had a balance of $786.99. Again, the statement was incorrect as there is no deduct from the cleaning/painting/utilites they claim I owe. The document shows 2/28/22 it was returned or applied but has never been applied to the account as I paid my last month rent and the three charges are clearly shown to equal $786.99 and has no deduct of $750. Then my was sent to collections and now I have no choice but to sue Greystar and Renee R***** the Specialist in Accounts Receivables in small claims court for unlawfully withholding my deposit of $750 way past the deadline that protects tenants and will be asking for additional $1500 in damages of two times the security deposit for harassment, breech of contract, emotional distress, when they have been incompetent in their accounting and falsifying the statements. I have already asked for my $750 security deposit to be returned, and now am asking for $2250 in court for additional damages. See you soon.

  Business Response

  Date: 12/11/2023

  Dear Ms. ******,
  
  Thank you for reaching out and detailing your concerns regarding the charges and the handling of your security deposit. We are currently conducting a thorough investigation into the matters you have raised, including the charges for "pending damages," utility fees, and the process of returning your security deposit.
  
  We understand the seriousness of this issue and are committed to ensuring a fair and accurate resolution. We will get back to you with a response as soon as our review is complete.
  
  Your patience and cooperation in this matter are greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 12/21/2023

  Dear Ms. ******,
  
  We hope this message finds you well. The current manager is new to the building, and after thoroughly reviewing the records available to her, she understand your concerns regarding the charges levied at your move-out. She have taken the time to look into the Conservice portal and noticed there was a significant water charge applied to your account.
  
  We regret to inform you that, as she was not managing the building at the time of your tenancy, she has no additional information regarding the decisions made then. However, she have discussed this matter with the Assistant Community Manager (ACM), and it was mentioned that there was an issue with the water billing, which resulted in the charges at your move-out.
  
  While we understand this may not resolve all the issues you've experienced, we hope this provides some clarity on the water charge.
  
  We are sorry for any inconvenience you have encountered and thank you for your understanding. Please know that we take such matters seriously and aim to learn from these experiences to improve our service.
  
  Thank you for bringing this matter to our attention, and we consider this case closed from our end.
  
  Best regards,

  
  The Greystar Team

  Customer Answer

  Date: 12/24/2023

  If the charges are $786.99 for painting ($294.43) utilities ($292.56) and cleaning ($200), no one has been able to answer what happened to my $750 as it is NOT applied to this total and was NEVER returned! If you can send me a copy of the returned check of $750 that was supposedly "returned" since the ledger shows you are not withholding any deposit that would make sense but you have never returned my deposit and did not credit it properly after all the errors in accounting.

   

• Initial Complaint

  Date:12/08/2023

  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.

  Was charged move out damage of $424 for minor drywall repair. No way to dispute. They take security deposit and send to collections. Repair charge way excessive.

  Business Response

  Date: 12/11/2023

  Dear **** *****,
  
  Thank you for reaching out to us with your concerns regarding the drywall repair charge. We are currently reviewing the details of your case to ensure that the charge is accurate and justified.
  
  We understand the importance of fairness in these matters and are committed to providing a resolution based on a thorough investigation. We will provide you with more information as soon as our review is complete.
  
  Your patience while we look into this issue is greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 12/11/2023

  Dear **** *****,
  
  Thank you for your patience while we reviewed your concerns regarding the repair charge for your bedroom at Union.
  
  We have attached the invoice from 2022 which clearly shows that a charge of $400 was incurred for repairs in your bedroom (1-415-D). This invoice serves as evidence of the cost required to prepare the bedroom for the next resident. While we do not have the photos from that inspection, the invoice substantiates the repair expenses.
  
  Based on this, we conclude that the charge of $400 for the repairs is valid and should stand as billed.
  
  Should you require any further information or assistance, please do not hesitate to let us know.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:12/08/2023

  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 primary contention revolves the 600$ billing around two specific charges:
  
  Shelf Removal: The apartment management erroneously charged me for the removal of a shelf in the closet that was not installed by me. Despite requesting move-in inspection photos to validate the absence of the shelf upon my occupancy, Greystar failed to provide any substantiating evidence. As a result, I am unfairly burdened with a cost for a modification I did not initiate or benefit from during my tenancy.
  
  Exorbitant Painting Fee: The assessment of a heavy painting fee is disproportionate to the actual condition of the walls at the time of my departure. Photographic evidence taken before I vacated the premises demonstrates only moderate wear and tear, typical of regular use, with some dirt that could be reasonably rectified through standard cleaning procedures. The excessive nature of this charge is unjustified and lacks merit upon inspection of the documented evidence.
  
  I have attempted to address these concerns directly with Greystar, but unfortunately, they have been unresponsive or unable to provide adequate documentation to substantiate their claims.
  
  Therefore, I kindly request your intervention in mediating this dispute and assisting in obtaining a fair resolution. I seek a review of the imposed charges and a just reevaluation based on documented evidence and a reasonable assessment of the property's condition.

  Business Response

  Date: 12/11/2023

  Dear ****** ***,
  
  Thank you for bringing your concerns to our attention. We are currently reviewing the charges related to the shelf removal and the painting fee that have been applied to your account. 
  
  We understand the importance of ensuring that all charges are justified and accurately reflect the condition of the property at the time of your departure. We are committed to a thorough investigation of your case and will provide you with a conclusion as soon as our review is complete.
  
  Your patience while we address this matter is greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Last week, we received a response from the interim manager regarding the investigation. Unfortunately, despite providing pictures from other units, they were unable to prove that the shelf in question was installed by us. We're now requesting access to the move-in inspection photos of our unit or the move-out inspection photos from the previous tenant in our unit. It's crucial to note that showcasing photos from other units doesn't confirm our involvement in installing the shelf. Despite this, the unfair billing charge remains unaltered.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 12/12/2023

  Dear ****** ***,

   

  Thank you for your continued communication regarding your concerns about the charges incurred during your move-out. After reviewing the situation thoroughly, including the email threads and photo documentation,we believe we have provided comprehensive information addressing your queries.

   

  Regarding your request for photos of the home prior to your move-in, it's important to note that it is not standard practice to photograph every area of a home unless specifically requested during a tour or for other purposes. As such, we do not have pre-move-in photographs available for your unit. However, we have attached the move-in inspection form for your reference, which is part of your original lease documentation. This form, to the best of our knowledge, accurately reflects the condition of the unit at the time of your move-in.

   

  As the shelves in question were not noted in the move-in inspection, and no additional documentation has been provided from your side to indicate their pre-existence, we have to rely on the information currently available to us. Additionally, we have also provided contact information for our legal counsel, should you wish to pursue that avenue.

   

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

   

  Thank you for your patience and understanding in this matter.

   

  Best regards,

   

  The Greystar Team

• Initial Complaint

  Date:12/08/2023

  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.

  This complex held $547.84 of a $750 security deposit for paint and "normal wear and tear" after 14mo of living. They have been non-responsive.

  Business Response

  Date: 12/11/2023

  Dear Mr. ****,
  
  Thank you for reaching out to us regarding your concerns about the security deposit. We are currently reviewing the details of your case, specifically the retention of $547.84 for paint and "normal wear and tear" charges after your 14-month tenancy.
  
  We understand the importance of this matter and are committed to providing a clear and fair resolution. We will get back to you with more information as soon as our investigation is complete.
  
  Your patience while we look into this issue is greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Customer Answer

  Date: 12/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: refund has not been issued. Property has all responses and condition report on file of unit needing.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 12/14/2023

  Dear Mr. ****,

   

  Thank you for your patience. We acknowledge there has been a series of communications regarding your security deposit. Upon review, we found that the condition of the unit upon your departure, as documented in the approved inspection, justified the charges applied. However, we also recognize that there was an oversight in processing the adjustment to the paint amount. This has now been addressed, and a new service ticket has been submitted to correct the error and expedite the issuance of your revised refund check.

   

  We believe this resolution addresses the concerns raised, and we trust that the matter is now concluded.

   

  Best regards,

  The Greystar Team

• Initial Complaint

  Date:12/08/2023

  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.

  There was a clerical error made in April of 2022 where my insurance validation was received the offices of Sendera at Greenway, but not recorded by their office assistant. It was acknowledged when I re-forwarded the insurance information in an email but their office assistant on April 9th. The charge of $27.10 was incurred and never removed. They have badgered me for over a year regarding this charge and have now sent it to collections for continued badgering. I spoke on the phone with corporate office employees last year and was told this was resolved, but here I am being harassed with collection letters with possible negative impacts to my credit report.

  Business Response

  Date: 12/11/2023

  Dear Ms. ***************,
  
  Thank you for bringing this matter to our attention. We are currently investigating the clerical error regarding the insurance validation and the subsequent charge of $27.10 that was placed on your account. 
  
  We understand the importance of resolving this issue promptly and accurately, especially considering its potential impact on your credit report. We are committed to ensuring a fair and satisfactory resolution.
  
  We will provide you with updates as soon as we have more information. Your patience while we review this matter is greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 12/14/2023

  Dear Ms. Jenny ***************,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and distress caused by the clerical error and the subsequent issues with your insurance validation at Sendera at Greenway.
  
  We appreciate your patience and understanding as we have reviewed your case. We have taken immediate action and forwarded the Final Account Statement (FAS) to the collection agency with clear instructions to close the file. This should resolve the issue of the erroneous charge of $27.10 and prevent any further unwarranted contact or negative impact on your credit report.
  
  We understand the importance of handling such matters with accuracy and promptness, and we regret that this was not the experience you had. Please be assured that we have addressed this internally to prevent similar occurrences in the future.
  
  If you have any further concerns or require additional assistance, do not hesitate to contact us. We value your residency and are committed to ensuring your satisfaction and peace of mind.
  
  Thank you for your understanding, and we hope this concludes the matter to your satisfaction.
  
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:12/07/2023

  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 moved out of a Greystar apartment complex, Hunters Glen in Plainsboro NJ unit 1206, in November 2020 and unfortunately had to move out early due to ongoing maintenance issues and the Covid pandemic that was occurring at the time. The AC unit in our apartment was constantly leaking into the unit below us and we had maintenance people consistently coming into our home to fix the issue but it was never getting fixed. The maintenance people did not wear masks or social distance in the time of a pandemic and we informed the leasing office how uncomfortable this made us but they told us since it was classified as an emergency we did not have a choice. I was very upset with their response and was concerned for my health so I decided to move out of the apartment. I was also suffering financially like many others during the pandemic and could not afford to stay. I gave the leasing office 60 days notice of moving out and paid my rent up until the date I moved out. Now 3 years later I am being charged a collections account with a fee for breaking the lease of $2,800. I have attempted to reach out to the accounts receivable department multiple times and left many messages but do not get a response back. I am hoping someone can please review this because I had enjoyed living there and believe I acted in good faith by paying my rent up until I left, there was no loss of service, and I gave 60 days notice which was accepted.

  Business Response

  Date: 12/11/2023

  Dear Ms. ***** ********,
  
  Thank you for reaching out to us regarding your concerns. We are currently reviewing the situation surrounding the lease termination charge that has been applied to your account. 
  
  We understand the importance of resolving this matter efficiently and fairly, and we are committed to thoroughly investigating your case. We will provide you with an update as soon as we have more information.
  
  Your patience while we look into this is greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Customer Answer

  Date: 12/14/2023

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

  I never received a certified letter in the mail of this and therefore was not aware of it. If you mailed it to the apartment we were not living in anymore then we did not get it. The apartment did not contact us about receiving a letter for us either. I have tried to contact the accounts recoverable department many times recently and do not get a response. You say I can contact you with questions, who should I contact? Is there a specific phone number? I really do not think this is fair since I did not receive the official mail notice. If I did receive one I could’ve prevented this from going to collections and hurting my credit.

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

  Business Response

  Date: 12/14/2023

  Dear Ms. ********,
  
  We deeply regret that you did not receive the initial notification regarding the outstanding charges, which have consequently been forwarded to collections. To resolve these charges, please make your payment directly to the collections agency. We understand this situation has caused frustration and inconvenience, particularly regarding its potential impact on your credit.
  
  We apologize for any difficulties in communication with our accounts recoverable department. Ensuring clear and effective communication with our residents is crucial.
  
  Please accept our sincere apologies for this oversight and the challenges it has caused.
  
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:12/07/2023

  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.

  Greystar is a terrible company that will charge you fees even if you don't live in their apartments. My roommate and I applied to live at one of their properties but decided against living there. After three months of living in a new place, we got an email from Veri at Timber Hills asking us to pay a 90-dollar fee regarding a move-out fee. We called the company to ask about this fee and they told us it was a mistake. However, three months later we were hit with a debt collection email regarding the 90-dollar fee. We tried to dispute the fee and they told us since we didn't formally cancel the application they could charge us a fee of up to 90 dollars. This is unexcitable and the whole company is a scam.

  Business Response

  Date: 12/11/2023

  Dear ******* ******,
  
  Thank you for bringing this matter to our attention. We are currently looking into the issue regarding the $90 fee that you have been charged. We take concerns like yours very seriously and are committed to understanding the specifics of your case to ensure a fair and appropriate resolution.
  
  We will provide you with an update as soon as we have more information. Your patience while we review this matter is greatly appreciated.
  
  Sincerely,
  
  The Greystar Team

  Business Response

  Date: 12/12/2023

  Hello,
  
  ******* ****** was an applicant back in March of 2023. ******* applied with ******** ******. They did not meet the income requirement so I suggested if they wanted to continue with the application, they would need a guarantor. ******** and ******* added guarantors to the application. For our applications, we only allow one guarantor. After advising them that we could only have one guarantor, they chose ******** ****** as the guarantor for their application. 
  
  Screenings were processed for ******** ******, ******* ****** and ******** ******. The only one who did not have a screening ran was ***** ******, which was the second guarantor. Proof of income was requested for all applicants and ******** ****** was the one to provide proof of income. I had questions regarding the income so I reached out through phone but ended up having to leave a voicemail. After that I had not heard from these applicants for a few days so I reached out again by phone to check in but again I was sent to voicemail. 
  
  This continued to happen so I gave the applicants a deadline to reach out by if they wished to continue their application. When they did not reach out, I canceled their application and did not hear from them again.
  
  I will attach an email I received from our system letting us know that ******** ****** had submitted her application fee. I do not have an email from our system letting us know that ******** or ******* submitted their application fee. I have noticed in the past few months that the system we use is not always consistent with the way it processes applications. I have had other applicants who have had their screenings ran who have not yet paid the application fee. That could be what happened here but I cannot say for sure. I do know for sure that the $90 she is referring to is two application fees combined and not a move-out fee. If you have any further questions regarding this situation, please do not hesitate to reach out.
  
  Thank you,