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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  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:12/01/2023

  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 am a former resident of the Town Center at Lakeside Village Apartments located in Lakeland, Florida from 1/12/21-4/4/23. On 3/25/23 my family & I were displaced due to a flood in the apartment from a broken water heater per maintenance & conveniently we were not home for at least a week prior. My renters insurance put us in a hotel for the remainder of my lease which was 4/4/23. After numerous emails & calls to the leasing property, property management, and assist manager as of today 11/30/23 I still have not had my deposit returned to me. Every time I call the leasing office there is someone "new" & has no prior knowledge of the situation. I have pictures of the damage & my belongings that were irreplaceable as well as all the documentation from my renters insurance & the emails dating back to 3/25/23 with no reply. Corporate does not return ANY emails & you only get an automated recording who tells you to leave a message that is never returned or to try back another time & the call cannot be connected. Aubrey in the leasing office is the only person I have been able to get in contact with recently but she acts as a 3rd party and puts me on hold to call "Harley" who she says sent the check out but I can't speak with said person personally & it is now 9 months later. What they are doing is criminal & EXTREMELY unprofessional. "Greystar" should be shut down for what their doing to people. I honestly feel my apartment was intentionally flooded after I informed them of not renewing my lease. I not only lost all my belongings including pictures and documents that can never be replaced but they are also keeping my money. Oh & this is advertised as a "luxury" apartment complex!

  Business Response

  Date: 12/04/2023

  Dear Ms. *****,

  Thank you for reaching out to us regarding your experience as a former resident at the Town Center at Lakeside Village Apartments.

  We understand the severity of the issues you have faced, including the unfortunate flood incident in your apartment and the subsequent challenges in communication regarding your deposit return. Please be assured that we are taking your concerns very seriously and have initiated an investigation into the matter.

  Our team is committed to thoroughly reviewing all aspects of your case, including the handling of the flood incident, the communication breakdowns, and the delay in the return of your deposit. We aim to ensure a fair and comprehensive understanding of the situation to address your concerns effectively.

  We appreciate your patience as we conduct this investigation. We will provide you with a response once we have gathered all the necessary information and have a complete understanding of the events.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:11/30/2023

  Type:Order 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.

  To Whom It May Concern,
  
  I am writing to lodge a formal complaint against Rize Apartments, located in Irvine, due to their unwarranted and unjust actions against me as a tenant. The situation I am facing with the property manager has reached an intolerable point, necessitating intervention and investigation.
  
  Despite my efforts to resolve a concerning issue, Rize Apartments 1100 synergy, Irvine ,CA 92614 APT **** persistently accuses me of subleasing the apartment on ****, an allegation stemming from their claim that I am in violation of the lease agreement. Moreover, their harassment tactics include monitoring my activities near the leasing office and attempting to evict me under false pretenses, alleging rent increase and subleasing, despite my explanations and evidence proving my innocence.
  
  I have cooperated fully with their inquiries, providing substantial evidence that I am a victim of identity theft, yet Rize Apartments adamantly refuses to acknowledge this, choosing instead to proceed with eviction proceedings. This unfounded aggression has caused immense distress and inconvenience.
  
  I implore the Consumer Financial Protection Bureau (CFPB), the State Attorney General's Office, and the Better Business Bureau (BBB) to investigate this matter thoroughly. I seek a fair and impartial investigation into Rize Apartments' conduct, particularly their unjust accusations, harassment, and unwarranted eviction threats.
  
  My primary goal in reaching out to your esteemed organizations is to find a resolution to this distressing situation and to ensure that justice is served. I am open to providing further evidence, documentation, and cooperation necessary for a thorough investigation into this matter.
  
  Your swift attention and action in this matter would be greatly appreciated.
  
  Sincerely,
  
  ******* *****
  Tenant at Rize Apartments ****
  ************

  Business Response

  Date: 12/04/2023

  Dear Mr. *******,

  Thank you for bringing your concerns regarding your experience with Rize Apartments to our attention.

  We take allegations of unjust treatment and misconduct very seriously. Please be assured that we are initiating a thorough investigation into the issues you've raised, including the accusations of subleasing, the manner in which you have been approached by the property management, and the eviction proceedings that are currently in process.

  Our team is committed to ensuring a fair and comprehensive review of all aspects of your case. We aim to understand the situation fully and address your concerns appropriately.

  We appreciate your cooperation in providing necessary evidence and information, and we will reach out to you for any additional details required during our investigation. Please expect an update from us as soon as we have adequately reviewed the matter.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 2022
  We paid rent of $1340 per month for 12 months.
  Greystar provided a furnished apartment
  Greystar claims we ruined a couch when it was definitely just wear and tear.
  They want us to pay over $600 in damages for the couch as well they have retained our security deposit, without a statement regarding the allocation of the security deposit.
  We attempted to resolve the issue beginning in August of 2022 and stopped in November of 2022 due to no response from Greystar, both emails and leaving voicemails.
  We received a call from the Greystar collection agency (Genesis Credit) last night demanding payment and threatening to charge interest effective December 1st as well as sending our name to a Credit Agency, which will reduce our 800+ credit score.
  We tried to resolve this issue with Greystar and they would not respond
  This couch was normal wear and tear from not only our occupancy but previous tenants of the apartment as well. I do not believe we should have to give restitution for the couch. .
  
  In addition to a complete billing adjustment to zero I want my name removed from any negative repercussion to my credit score due to this transaction.

  Business Response

  Date: 12/04/2023

  Dear Mr. ******,

  Thank you for bringing your concerns regarding the couch damage charges and the handling of your security deposit to our attention.

  We are currently reviewing the details of your case, especially the charges for the couch which you have identified as normal wear and tear, and the issue regarding the retention of your security deposit without a detailed statement.

  We understand the importance of clear and fair communication in these matters and are committed to thoroughly investigating your claims.

  Our team is working diligently to gather all necessary information and to provide a response to your concerns.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair 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.

  Office management barging into our apartment without notice, demanding to come inside to install fiber optic without any direct notice….then having is stay home all day to not show up and say they will come another day.
  Finding black mold in our shower without them cleaning and sealing properly, causing us asthmatic issues.
  Finding a roach problem inside the apartment and never truly resolving the issue.
  Changing company ownership and setting all new regulations without informing the tenants properly.
  Doing construction work outside of our apartment door in the hallway, causing dust to enter our apartment and not ventilating properly.
  Sending us a checklist of items we must pay for before moving out; an example is for small holes that were used in picture hanging, $5 charge for replacement of lightbulbs, scratches on the floor caused by their maintenance staff upon replacing a disfunctional fridge, etc…these were never enforced before new ownership
  Charging new fees without written consent such as $25/month for “amenities that were included before they switched companies from ********** Companies to Greystar.
  Having neighbors smoke marijuana and cigarettes that has the smoke penetrate pur apartment, causing asthma attacks
  Entering new apartment with smell of old food and body odor caused by last tenants and not cleaning said apartment
  Garbage left in the hallway that we pay $35/month for trash pickup
  Fire alarms triggering in the middle of the night constantly without any explanation
  Elevators constantly breaking down, not allowing disabled people to leave their floor
  Demanding 4 months of rent to break rental agreements even if you have a death of an immediate family member or cancer diagnosis
  Air conditioner constantly malfunctioning
  Pipes bursting in the building and not providing adequate water for tenants

  Business Response

  Date: 12/01/2023

  Dear Mr. ********,

  Thank you for bringing to our attention the various issues you have experienced at your apartment managed by Greystar. We understand that the situations you described, including unauthorized entry for installations, mold and pest problems, changes in management and regulations, construction disturbances, and concerns regarding neighbors and facility maintenance, are serious and impact your living conditions.

  Please rest assured that we are taking your complaints seriously and are currently reviewing each of the matters you have raised. Our goal is to ensure a comfortable and safe living environment for all our residents, and we are committed to addressing these issues promptly and effectively.

  We appreciate your patience as we work through this process and will provide you with an update as soon as we have more information.

  Sincerely, 

  The Greystar Team

• Initial Complaint

  Date:11/29/2023

  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 lived in unit **** and after I moved out I received a bill for garbage that I was accused leaving in my unit after I advised them I didn’t have any garbage left behind they accused me leaving garbage next to the garbage unit. As well as charging me an extra day for not turning keys in same day as I paid until midnight the same day they wanted me to return my keys.

  Customer Answer

  Date: 11/30/2023

  Community garbage picture attached and the building is making me pay for it. Why would I leave garbage like this if I can throw down the chute. 

  Business Response

  Date: 11/30/2023

  Dear ****** *****,
  
  We have received your message regarding the charges incurred following your move-out from unit **** at Portland Astoria. Please allow us to address each of your concerns:
  
  1. Garbage Disposal Charges: We understand you were billed for leaving garbage in your unit and near the garbage unit. We will review this matter carefully, considering your statement that no garbage was left behind. It's important for us to ensure that all charges are fair and accurate.
  
  2. Key Return and Additional Day Charge: Regarding the charge for an extra day due to the key return timing, we will look into the details of your move-out process. Our policy is to align charges with the terms of the lease agreement, and we aim to apply these policies consistently and fairly.
  
  We appreciate your bringing these matters to our attention. The Greystar Team is committed to resolving any misunderstandings and ensuring that our residents' concerns are addressed with transparency and fairness. 
  
  We will conduct a thorough investigation into your claims and provide you with an update as soon as possible. Your patience in this matter is highly appreciated, and we are here to answer any further questions you may have in the meantime.
  
  Thank you for reaching out to us, and we look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  
  The Greystar Team

• Initial Complaint

  Date:11/29/2023

  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’m going to paste the email I sent to greystar so I don’t have to type again. They aren’t returning any of my messages or calls and it’s resulting in my 15 month old son and I to be homeless. When I went to their corporate office they slammed door in
  My face and said this isn’t for the public and it’s not their issue it’s the new management but legal aid so greystar is only one to fix it. I can’t get approved for an apartment until this is fixed. I have more emails confirming my claims but it wouldn’t let me put all of them.
  
  
  “You charged my rental insurance the remainder of my lease when I moved out because you failed to fix things in my apartment making uninhabitable. My nephew almost fell out my window becauze it wasn’t secure and than you came in and putscrews so it wouldn’t open making it uninhabitable by Nevada state law you had 14 days to fix the issue or I could vacatey lease. You did not fix it and I sent the letter through ups requiring a signature that was advised by legal aid. This is illegal according to NRS.118A.350 you had 14 days to fix the windows in my unit which you did not and I served you with mail that required signatures. Since it was not fixed by law I was able to move out and forefit my lease. Due to these illegal charges my son and I are now homeless unable to get approved for anywhere. My son is 15 months old. I left multiple messages and voicemails no response back. you put screws so it wouldn’t open making it uninhabitable by Nevada state law you had 14 days to fix the issue or I could vacatey lease. You did not fix it and I sent the letter through usps requiring a signature that was advised by legal aid. Since it was not fixed by law I was able to move out and forefit my lease. Due to these illegal charges my son and I are now homeless unable to get approved for anywhere. My son is 15 months old. I left multiple messages and voicemails no response back.

  Business Response

  Date: 11/30/2023

  Dear Ms. ******, 
  
  We are deeply concerned about the issues you've described regarding your previous residence with Greystar, particularly those impacting the safety and well-being of you and your 15-month-old son. To address this as quickly as possible, please provide the name or location of the Greystar property you were staying at.
  
  Thank you for contacting us, and we look forward to your prompt reply.
  
  Sincerely,
  
  The Greystar Team

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: before I can get jetty to remove it from my credit I need an updated balance sheet proving there was a 0 balance which there was. Until then I will remain homeless. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 12/01/2023

  Dear Ms. ******,
  
  Thank you for your patience while we investigated your complaint. Following consultations with our teams, we have determined that the authority to remove any fees lies with the current property management, not Greystar.
  
  We apologize for any misunderstanding or inconvenience this may have caused. Based on these findings, we now consider your complaint to be resolved and will close it accordingly.
  
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/29/2023

  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.

  On Oct 28, 2023, I moved out of this property and I reserved the loading dock and elevators for moving and they also confirmed my booking (see attached email). However, this property made a mistake for duplicate booking and finally another resident used the loading dock and I was not able to use it. The property manager named Sara sent me an email and would like to offer a $200 inconvenience credit. (see attached email) 'We will apply it to the account and you will get that back in the same check as your security deposit.' However, they disregared this $200 in their final statement letter and when I called this Manager Sara, she even refused her $200 offer on the phone.Another thing is, on my email to Sara on Nov 2nd, I booked an appointment with the maintenance manager on Nov 3rd for final walkthrough. On Nov 3rd noon, my husband finished the final walkthrough with the maintenance manager and the maintenance manager was so suprised that how we did the deep cleaning and maintenance for the move-out and we confirmed with this maintance manager that they would not charge us for any fees (because we recruited a professional move-out maintenance team to do deep cleaning and maintenance for this unit). However, today, we received a billing from Greystar and requested for a $819 dollars damage fee without any details, without any explanations and which is totally again disregard what they said before during the final walkthrough as the maintenance manager said 'We will not charge you anything for this unit'.We are requesting the Greystar to follow with what they were saying before. It is too rude to refuse their words and directly file documents to us and asked us to pay the bill.

  Business Response

  Date: 11/29/2023

  Dear ****** ****,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  - If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  - If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

• Initial Complaint

  Date:11/28/2023

  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.

  After moving out of this community, I was unfairly billed for "Stretched/wrinkled carpet" in the guest bedroom, and charged additional lease cancellation fees that were in addition to what was quoted in advance in writing. I have this quote in email format - calculated to a penalty of 2X rent, which was paid. I had to vacate my lease early to take a job several hundred miles away. In a nutshell, stretched/wrinkled carpet is carpet overstretched by the installer. How does a person stretch carpet I would like to ask ? I have not been given an opportunity to discuss this with the management on the property. I was referred to their collections department, and ultimately Genesis Debt recovery who has treated to report this to my credit history. cWhen I tried to discuss this with the collections department of the apartment complex, I was told it it out of their hands and I needed to discuss with property management. When I tried to discuss with Property management, I was told it is out of their hands and I needed to discuss with collections. A never ending cycle. I feel that this is an unfair sham in which I am having to replace CHEAP carpet. I asked for pictures of the carpet, and those they sent showed no evidence of me "Stretching" the carpet. If I would have stained the carpet, I would understand and pay the penalty. I have lost my deposit for this and am being charged fees exceeding the deposit amount. Pictures provided to me attached.

  Business Response

  Date: 12/04/2023

  Dear Mr. *******,

  Thank you for bringing your concerns about the charges following your move-out from The Morgan at Chapel Hill to our attention.

  We understand your frustration regarding the billing for "stretched/wrinkled carpet" and the lease cancellation fees, and we are currently reviewing the specifics of your case. Our goal is to thoroughly understand the situation, including the assessment of the carpet condition and the communication regarding your lease cancellation fees.

  We take issues like this seriously and are committed to ensuring that our billing practices are fair and transparent. We apologize for any confusion and inconvenience this has caused and appreciate your patience as we work towards a resolution.

  Please expect an update from us soon.

  Sincerely,

  The Greystar Team

  Customer Answer

  Date: 12/05/2023

  Thank you so very much assisting with this.  I would like to wait until I get the documentation from Greystar certifying that all is settled before entire closing the case if OK....  I SINCERELY appreciate your help.  

  Business Response

  Date: 12/06/2023

  This account has been pulled from Genesis. See the letter attached.
  
  Thanks,

  Customer Answer

  Date: 12/06/2023

  THANK  YOU SO VERY MUCH !    

  Customer Answer

  Date: 12/06/2023

  
  
  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:11/27/2023

  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 has sent my account over to collections when that is a violation of the LA County terms and rules under the Covid-19 rent distress program. First off any back rent is not due until year 2024. So I can go after Greystar in court over them calling me non stop and sending my account to collections. I live in California and we have certain laws out here that protect renters. I’m about to file a case on Greystar for the non stop collection attempts that are not allowed per California laws

  Business Response

  Date: 11/29/2023

  Dear Ms. *******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  - If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  - If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I requesting  you  remove this balance due of $20,896.14.     You also sent  my account   To your collection agency Genesis management which you should not of done as per the laws the rules in Los Angeles county you are not able to collect debt until as early as February 2024    Also I have voice messages I can forward you of your collections employee Darryl R**** screening on my voice message saying he is sending Greystar lawyer after Me    Voice message attached - due to all of this I’m requesting my balance be $0

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

  Business Response

  Date: 12/05/2023

  Dear Ms. ****** *******,
  
  We would like to address your recent concerns regarding the account listing and collection attempts. On August 12, 2022, we listed your account with an accelerated rent balance, which, upon further review, has been adjusted. Our records indicate that there were multiple attempts to reach out to you via emails and phone calls. We understand that there were challenges in communication, and our management has addressed your complaint regarding the frequency of these attempts.
  
  It has come to our attention that we were not informed of your participation in the Los Angeles County Rent Forgiveness Program at any time during our interactions. Without this critical information, we were unable to take the necessary steps to coordinate with the program on your behalf.
  
  As a result, the account was transferred to Genesis Credit for collections on October 23, 2023.
  
  Thank you for your attention, and we apologize for any inconvenience this may have caused. 

  
  Sincerely,
  
  The Greystar Team

• Initial Complaint

  Date:11/26/2023

  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.

  Lived at these apartments for 13 months, Upon move-out we left the area spotless and had a issue with the tub during our move in. When talking to other neighbors they had the similar problem with the tub peeling. the rest of the apartment was left spotless, minus leaving a few touch-up spots around the apartment. they are trying to hol

  Business Response

  Date: 11/27/2023

  Dear **** *******,

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction. In order to do this, please follow the advice in the option below that is most relevant to your original message:  
  
  - If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************
  
  This form is for our resident portal and in most cases, filling it out is the only way to reach a resolution.  
  
  - If your concern involves a monetary dispute, we ask that you provide evidence that supports your claim, including a copy of the agreement, the contact details of the employee you spoke with and the property you live/d in. Please note, that without this evidence and information we are unable to take this issue any further.  
  
  We aim to get this resolved for you. Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future. 
  
  Regards,  
  
  The Greystar Team  

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have already contacted greystar recievables and tried to get the issue resolved and they will not escalate me to a supervisor or anyone above the person who is handling my case - Sherry conquest. Sherry has also not replied to the direct responses I have been sending but ONLY with invoices. 
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 11/29/2023

  Dear **** *******,

  We understand that this has been an ongoing issue for you and would like to help you reach a resolution. In order to investigate this further, can you please confirm which property you are referring to in your original message and provide the contact details of any team member you spoke to?  
  
  We aim to get this resolved as quickly as possible. However, please bear in mind we will need to act in accordance with the property's policy in regards to issues like this. 
  
  Regards, 
  
  The Greystar Team