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

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

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

• Initial Complaint

  Date:06/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The apartment complex, the Felicity on Perry in Savannah GA, built / managed by Greystar, is grossly unfit to be called a luxury apartment and ridden with safety issues and dishonesty. I've lived here for 6 months now.
  
  Overall, the building was very cheaply constructed. It is truly shocking how often things are broken or never worked properly in a brand new building. It is wasteful, unethical, and irresponsible to conduct business and prioritize profit in a way that leads to these poor construction outcomes and constant issues. A company like Greystar can afford to do better.
  
  The advertisement of amenities to residents is misleading and predatory. In the 6 months I've lived here, the promised pet spa never been opened. The pool has not been available for use, period, and management has given the explanation of "it not meeting safety standards yet." Building a pool area without considering the safety standards it must meet is simply idiotic. Whoever overlooked that should be terminated, seriously.
  
  Things are consistently under construction and broken. Recently, numerous doors to the complex have been ripped out and replaced with slightly wider doors, (guess they forget about ADA too??) leaving open gaping holes in the building without notice to residents, and the replaced doors remain unlocked, a huge safety risk.
  
  Residents pay luxury apartment living prices to live in a crumbling construction zone. Rent concessions should be offered for inability to provide stated amenities and safety precautions, like doors that work.
  
  Finally, I've noticed several fake google reviews in the last few days falsely elevating the apartment's rating. The dishonesty is gross.
  
  I want to hold Greystar accountable for these issues and encourage them to honor their responsibility to residents.
  
  (The Felicity management team is lovely and helpful as they can be, but lack control over so many issues. This complaint is directly for Greystar as an organization)

  Business Response

  Date: 06/05/2025

  Hi ********,
  Thank you for sharing your feedback with us. We’re sorry to hear about your concerns regarding the living experience at The Felicity on Perry, including amenity access, ongoing construction, and building safety.
  We’ve contacted the onsite team at The Felicity on Perry in Savannah, GA and their leadership team so they can look into your concerns and follow up with you directly. A Greystar representative will reach out within 10 business days.
  We appreciate you taking the time to express your experience and bringing these matters to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  I am filing a formal complaint against Greystar Property Management regarding my six-year tenancy at The Avana Overlook Apartments in Antioch, TN beginning February 19, 2019. I moved in based on online representations, only to find the unit in poor condition: uncleaned with outdated fixtures and cabinets from 1990s and old carpet. Despite repeated maintenance requests, key issues were ignored, including broken kitchen cabinets, drafty windows, running toilets, and deteriorating bathtubs. Water shut-offs were frequent and unannounced.
  
  The most serious issue occurred in April 2025, when I discovered black mold caused by a leak from a downstairs unit. Management failed to notify or inspect my apartment. I experienced health problems due to the mold. I tried addressing the majority of the issue before moving out on April 11, 2025.
  
  Upon move-out, I was shocked to learn I would not get $1,000 deposit back in addition to getting a $400 bill for the following:
  
  - Mold damage (from a leak outside my control),
  - Tub resurfacing (which I had long requested),
  - Appliance rental (despite having used my own washer/dryer),
  - Shower damage (even though maintenance had removed the complex-provided shower head at my request).
  
  I also suspect misbilling for utilities, which were routed through the complex instead of NES (Nashville Electric Service), and I request a full audit. When I contacted Joey R***** at Greystar to resolve these issues, my concerns were dismissed. I am therefore requesting:
  
  - Full return of my $1,000 deposit,
  - Removal of the $400 in charges,
  - An audit and refund for appliance rental and utility overcharges,
  - Reimbursement for any misapplied fees during my lease.
  
  This complaint seeks accountability from Greystar for neglect, poor management, and unfair financial practices I endured during my residency.
  
  Sincerely,
  *********** Ricks
  615-668-3973
  Former Resident, The Avana Overlook Apartments

  Business Response

  Date: 06/04/2025

  Hi ***********,
  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about the maintenance issues, mold concern, and billing charges you experienced during and after your residency at Avana Overlook.
  We’ve contacted the property team at Avana Overlook and their leadership so they can investigate your concerns further. A Greystar representative will follow up with you directly within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/03/2025

  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.

  Moved out 3/22/2025. It is now 6/3/2025 and I have not received my security deposit back. Haven’t received any documentation nor call regarding such. I have emailed and called the property MULTIPLE TIMES about this issue, no response. I stopped by MULTIPLE TIMES and the office staff were nowhere to be found. Community: The Ascher Upwtown. Address: 640 N Church St.

  Business Response

  Date: 06/04/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear that you haven't received your deposit or any communication following your move-out from The Ascher Uptown.
  We’ve contacted the team at The Ascher Uptown and their leadership so they can investigate this matter further. A Greystar representative will be reaching out to you directly within 10 business days to discuss your concerns and any next steps.
  The Greystar Team

• Initial Complaint

  Date:06/03/2025

  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.

  I provided a 200$ deposit for a rental application that they said was refundable if I was denied which I was that was on may 6th 2025.

  Business Response

  Date: 06/04/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the issue you experienced with the refundable deposit after your application was denied on May 6, 2025.
  We’ve contacted the team at HUE97 in Mesa, AZ, along with their leadership, so they can investigate your concern and follow up directly. A Greystar representative will be in touch with you within 10 business days.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team 

• Initial Complaint

  Date:06/03/2025

  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.

  **** and ******* ******* paid to break the lease from The Reserve at Wescott (4976 Wescott Blvd Apt *** , Summerville, SC 29485) with the move out date of 4/5/25. All required payments were made for this move out (2 months Rent). We have been trying to obtain information in regards to our $500 refundable security deposit for almost 2 months and we still have had no luck in obtaining any confirmed information from The Reserve at Wescott Leasing Office nor GreyStar Property Corporate Office. Several phone calls were made to both offices, emails, and in person visits. We feel we are getting the runaround with no resolution in obtaining our refundable security deposit back. We have tried all avenues we can think of and are needing help in getting answers and a resolution. This has caused a great deal of stress, turmoil and concern. The fact that no one has called to give us an update after both offices can see that we have been trying to reach out several times gives an usteady feeling that we won't be getting our deserved security deposit back since we are pretty much being "ghosted". For a business to not keep their clients in the loop with an open line of communication is highly unacceptable especially since The Reserve at Wescott now has a new property owner makes us even more concerned. We have attached all of our communications, statement ledgers, phone calls, and timelines of our attempts to get this rectified. We would like this business to be looked into as I fear others may be dealing with the same issues as we are. Thank you.

  Customer Answer

  Date: 06/09/2025

  I have put in a complaint in regards to not receiving my refundable security deposit from The Reserve at Wescott in Summerville, SC after multiple failed attempts in getting any information. I am unsure if you can stem off of this complaint and try Greystar Corporates Office who owned The Reserve at Wescott since they go hand in hand and you've had no luck in getting a correspondence back from The Reserve at Wescott Leasing Office.

  Greystar Corporate Headquarters:

  465 Meeting St #500, Charleston,  SC 29403 Ph # 843-579-9400. 

  Business Response

  Date: 06/11/2025

  Dear ****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the difficulty you’ve experienced in receiving an update regarding your refundable security deposit from your recent move-out at The Reserve at Wescott.
  We’ve contacted the team at The Reserve at Wescott and their leadership so they can investigate your concern and have a Greystar representative follow up with you directly within 10 business days.
  We appreciate your patience and thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/02/2025

  Type:Facilities 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.

  My wife and I were tenants at Eden at Sunterra (a Greystar-managed property) in Katy, Texas. Within days of moving in, we experienced severe health hazards, including active mold, pest infestation, and structural damage. I provided medical documentation confirming that the mold exposure triggered my asthma and significantly worsened my mental health — I was already on short-term disability due to grief and anxiety.
  
  Despite multiple requests for a reasonable accommodation — specifically, a transfer to a safe unit — management denied us, ignored our health disclosures, and escalated immediately to legal threats instead of offering support. We were told by staff that they could “refuse service” because “their feelings were hurt,” and staff refused to engage with me directly, only speaking to my white-presenting spouse. I am a Black, disabled, lesbian woman, and the treatment I received was undeniably biased, retaliatory, and discriminatory.
  
  We have filed formal complaints with HUD, the Texas Workforce Commission Civil Rights Division, the Texas Attorney General’s Office, and local Code Enforcement. Greystar has failed to take accountability or resolve the situation. We were forced to vacate the unit on May 31, 2025, due to unsafe conditions, and are still waiting for acknowledgment of our lease termination and return of our full deposit. This is not an isolated incident — Greystar has over 2,300 BBB complaints in the last 3 years. I am seeking a full security deposit refund and financial compensation for medical costs, relocation expenses, emotional harm, and discriminatory treatment.

  Business Response

  Date: 06/03/2025

  Hi Ms. ********,
  Thank you for sharing your experience with us. We're very sorry to hear about the serious health and safety concerns you encountered at Eden at Sunterra, as well as the concerns you've raised about how your accommodation requests and communications were handled. We understand how upsetting and frustrating this situation must have been.
  We’ve contacted the team at Eden at Sunterra and their leadership so they can carefully investigate what happened and follow up with you directly. A  representative will reach out to you within 10 business days.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Complaint Against:** Greystar
  **Complainant Name:** ******
  **Date of Incident:** May 7, 2025 – Ongoing
  
  **Complaint:**
  
  Hello, my name is ******, and I am filing a formal complaint against Greystar due to the non-receipt of a refund that I am owed after canceling an apartment application.
  
  I submitted an application for an apartment on **May 7, 2025**, and paid an administrative fee as part of the process. I then canceled my application the very next day, on **May 8, 2025**, and was informed by Greystar that a refund would be processed within **7–10 business days**. I complied fully with their stated cancellation policy.
  
  On **May 13**, I followed up to confirm the cancellation of the check and was only given a brief and vague update. Since then, I have made **multiple attempts to follow up**, including several phone calls on **May 20**, trying to get a clear answer or resolution. Each time, I either received no direct answer or was told my issue was being forwarded to the appropriate team. Unfortunately, no one has reached out with a real update or resolution.
  
  As someone with experience in property management, I understand internal processes and the role of accounting teams. A simple refund like this should not take weeks, especially when I’ve followed company policy to the letter.
  
  We are now in **June**, and I have yet to receive my refund or any meaningful communication from Greystar. I find it unacceptable that a company branding itself as offering “luxury living” cannot follow through on basic refund processes or customer service expectations.
  
  I am requesting the immediate issuance of my refund and an explanation for the delays and lack of communication.
  
  **Resolution Sought:** Full refund of administrative fee and written acknowledgment of the issue.
  
  Sincerely,
  ******

  Business Response

  Date: 06/03/2025

  Hi Mr. ******,

  Thank you for your message. Could you provide the name of the Greystar property in question?

  Warm Regards,

  The Greystar Team

  Customer Answer

  Date: 06/03/2025

  Reached out to greystar for another update and was pushed back with this message. So now the regional who I was in direct contact with is now on leave. 

  Business Response

  Date: 06/04/2025

  Hello,

  Our accounting team is working diligently to get you your refund
  overnighted. 

  A team member will be in contact with the latest update.

  Thank you,

   

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renters, BEWARE Greystar. My horrific move-out involved $2000+ theft and property damage, likely staff, met with denial and gaslighting by Asst. Manager Tina D****.
  
  Nearly 3 months prior, I emailed Tina D**** I wouldn't renew and would move out early. No reply, even to a follow-up. On move-out day, a herniated disc flare-up (2022 accident) hit after hours of lifting. To avoid missing my loading dock slot, I secured valuables – my late father’s shoes, Beats, Surface Pro – in a closed bedroom closet. As a former property manager keenly aware of security, I locked every bolt, as staff saw me moving. I planned to return next day.
  
  Soreness and a flare-up delayed my return 6 days. I come back to found my balcony door handle broken off and taped (electrical tape), my air purifier (running near entry) unplugged & moved, and the closet ransacked – father's shoes, Beats, Surface Pro GONE. Only employees have fobs. Yet, Tina D**** shockingly claimed I left it unlocked & maintenance relocked it 2 days later, without notifying me of this supposed major security event. Pure gaslighting. Yet all my frozen food was still there.
  
  When I demanded answers, a police report, reimbursement for $2000+ losses (plus sentimental value), & key log, Tina refused the log & became combative. Copying the managing director (helpful with a prior AC issue) yielded no investigation, apology, or compensation. To be ignored, gaslit, & robbed by those entrusted with your home is outrageous. This blatant disregard, with thieves on staff, extends to other issues like unresolved account balances. Do NOT trust Greystar property with your belongings or peace of mind. Their negligence & lack of accountability are astounding.

  Business Response

  Date: 06/04/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the experience you described related to your deposit and the resulting $273 balance at *** ******* in Baltimore.
  We’ve contacted the local team and regional leadership for *** ******* so they can investigate what occurred and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss your concerns and next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2024, I moved out of Sanctuary at Daytona after my lease ended. Out of my original 2400 USD deposit, I was told I would receive 1912.89 USD back. I was fine with that.
  
  At first, they said they would use some kind of online deposit refund system, but for some reason, it required verification from my roommate, whose email wasn’t even in their system. Because of this, they said they’d send a physical check instead. I gave them my new address.
  
  However, I never received the check. I have followed up more than four times, and every time, they say it was sent to a different address. This has been going on for over six months, and I still haven’t received my refund.
  
  They are kept saying they will re-send the physical check or e-check which never arrived. I want to physical check from them in front of me by this week.

  Business Response

  Date: 06/03/2025

  Hi Mr. ****
  Thank you for sharing your concerns with us. We’re sorry to hear about the delay and confusion you’ve experienced regarding your refund after moving out of Sanctuary at Daytona. That sounds incredibly frustrating, and we appreciate you bringing it to our attention.
  We’ve contacted the team at Sanctuary at Daytona along with their leadership so they can investigate what happened and follow up with you directly. A Greystar representative will be reaching out to you within 10 business days to help resolve this.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:05/31/2025

  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.

  I completed an application on April 24, 2025 for approval to rent apartment #****.
  On May 1, 2025 I notified by phone call and email that I was not interested in renting. I requested my refund of $250 which I understood would be refunded if I did not qualify or changed my decision.
  
  I have contacted Avana leasing office spoke with Robert who informed me I needed to completed a refund form. I completed and emailed as instructed. I have also emailed my request for the status of my refund several times and have not received my refund.
  It has been over 30 days and I have not received my refund. Please help me.

  Business Response

  Date: 06/03/2025

  Hi *****,
  Thank you for sharing your concerns with us. I'm sorry to hear about the frustration you've experienced trying to receive your $250 refund after withdrawing your application for unit #**** at the Avana community.
  We’ve contacted the local property team and their leadership to investigate the issue and ensure that someone from Greystar follows up with you directly. A representative will reach out within 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team