Complaints

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

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  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Greystar

  15608 N 71st St Scottsdale, AZ 85254-5359

• 

  Greystar

  100 Park Plz San Diego, CA 92101-6695

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:10/23/2023

  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 Management of Cityscape at Lakeshore Apartments has wrongfully charged me for $826 for replacement of carpet in the living room, Apt ***.
  A) Apartment Manager, at time I was living there, knew there was severe plumbing issues in my apartment building and suggested that I move into apt *** so they could address plumbing issues (cut into drywall in living room to reach pipes AND renovate the apartment to include removing LR carpet and replacing with VINYL flooring.
  B) My Apartment flooded from the kitchen sink backing up, due to the apt above me putting grease/fat down drain. Had to send emergency plumber out at 10-11PM in the evening, meanwhile gallons of dirty water back flowed out of the sink. I carried ~20 buckets of water and to dump it over back porch while it was sloshing over the LR carpet (if I hadn't done that the entire carpet would have flooded). Hence water damage to the carpet. Note I had a put maintenance request in 1 week prior since the sink had been constantly gargling before the backflow flooding incident had occured.
  C) Chris Smith emailed me stating new carpet was put in the living room which is a flat out lie, they upgraded apt to vinyl flooring as they had intended to do so. He never provided the requested itemized breakdown of material used, cost of materials by square footage for the supposed carpet they put in (because it never did put new carpet in the living room.
  D) I am not responsible for and carpet that was damaged due to spilling of dirty backflow water from their plumbing issues and the upstairs neighbors causing the sink to backflow. They had to place huge fans in the apartment to dry the floors.
  E) They sent this WRONGFUL bill to collections and now my credit score has been negatively impacted!
  F) Please see attached email chain and photos of the backflow kitchen sink that kept flowing over and spilling more and more water from the kitchen sink.
  G) Remove these charges from collections & from credit report immediately!

  Business Response

  Date: 10/27/2023

  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  

• Initial Complaint

  Date:10/23/2023

  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.

  Dear BBB,
  I am writing to file a complaint against Ocean Air, Greystar, located at 10500 Sea Pearl CV, San Diego, 92130. I am a tenant in one of their apartment complexes, and I am currently in the process of renewing my lease.
  In June 2023, I received a lease renewal offer for a 12-month lease at $3,552 per month. After reviewing the rent rates for similar units in the complex, I noticed that they were significantly lower than the rates that I had been offered. I spoke to the managers twice in August to request a reconsideration, and on August 17, I received an offer for a 12-month lease at $3,224 per month. I accepted this offer immediately, both by replying to the email and by speaking to the manager at that time in person.
  The manager assured me that everything was set, and that I would receive a new lease contract shortly. However, after we had an agreement, the rent price was unilaterally increased without my consent. This is a likely violation of California law.
  I have tried to resolve this issue with the management team at Ocean Air, Greystar, but they have been unwilling to honor the $3,224 rent rate that we agreed to. The reason they gave me is that the offer of $3,224 was just a mistake and made it clear that we had no choice but to accept the current rent rate or move out. After negotiating with them numerous times, they modified the rent rate to $3482, which is still higher than the rent rate that we agreed to. This is concerning because I believe it is a rental scam.
  I have attached copies of all relevant documentation.
  I am requesting that the BBB contact Greystar, Ocean Air on my behalf and request that:
  1. They honor the $3,224 rent rate that we agreed to.
  2. They return the money that I have overpaid since the rent increase was implemented.
  I am also requesting that the BBB investigate this matter to determine if Greystar, Ocean Air has violated any California laws.
  Thank you for your time and consideration.
  Sincerely,

  Business Response

  Date: 10/27/2023

  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  

  Business Response

  Date: 11/29/2023

  Dear **** **,

  We have followed up with the property team and they noted that this has since been handled. Attached you will find an email that was sent in response to the question you had regarding the prorated rent amount due on December 1st.

  You will also find attached the confirmation sent by the property manager showing that the amount in the payment portal has been corrected to reflect the $3,482 amount.

  We sincerely apologize for any confusion or frustration that this has caused. Based on the details we have confirmed, we will now consider this complaint to be resolved.

  Regards,

  The Greystar Team

  Customer Answer

  Date: 11/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  
  
  
  Sincerely,
  
  
  
  **** **

• Initial Complaint

  Date:10/21/2023

  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.

  Next door neighbor threatened my roommate with a knife saying he wanted to use it on her and her dog. The leasing manager said he violated the lease by harassing. But he still lives next door and we’re scared to leave our apartment. Continue cigarettes we have complained multiple times and our whole apartment smells like smoke, they add ridiculous fees to our bills every month that I have never had at any apartment. They said it’s normal. We have to pay a fee for “THE OFFICE lighting. Road maintenance fee etc. every apartment I’ve lived in is just garbage sewer water that was it. When we moved in our apartment wasn’t even move in ready. Broken fridge, window, washer , missing closet doors, roommates floor was warped, missing screen in window, broken window. Base boards chewed on by previous owner.

  Business Response

  Date: 10/27/2023

  Dear Ms. Yoast,

  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:10/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10-6-2023 I moved from the Oak Crest Apartments Houston Tx. Because I needed a larger place. Before my lease expired on 10-4-2023, I attempted 3 times to stay at the location. The leasing agent shown little to none interest in assisting me with locating a larger apartment. However, during our conversation, I was informed all apartments were upgraded to hardwood floors. She stated, their records show my apt. was upgraded. I advised, my unit still has carpet. And she said, all the units should have hardwood floors. I received a billing statement of $360.39 for 10-1-23 to 10-6-23 by which I paid on 09-30-2023. However, via email I received a final statement on 10-17-23 stating I owe $511.81. Here are the following charges: Carpet cleaning $225.00 (all units upgraded to hardwood floors), Cleaning - Bath $45.00, Cleaning - Trash out $50.00, Cleaning - Kitchen $250.00 (this is outrageous), Final Trash bill for 7-18-23/10-6-23 $54.06. I stayed in the smallest 1 bedroom sq 635. This is ridiculous, Greystar Properties has very low ratings with luxury prices. Please note, when I leased my place on 4/28/21. It was under a different property owner. The property has only been under Greystar for a couple of months. Also, there were safety issues. The pedestrians gates are opened and anyone can have access onto property. I also, addressed that matter. And was told, it would be fixed…it never was. In addition, my mailbox was broken and my mail was gone. I contacted the leasing office. And was told, it would be fixed. It never was, I checked my mail on 10-5-23. I did take pics of my mailbox and the entry gates. I do not owe $511.81 as a final bill. Please be advised, in order to transfer to a new unit, it’s a $500.00 fee. I asked, what is the fee for?? The leasing agent stated “just to transfer”. However, if I was a new resident I would only pay a little over $300.00. Now they are expecting me to pay almost $900.00 for not renewing my lease.

  Business Response

  Date: 10/27/2023

  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: 12/01/2023

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

  I have never own a pet. Therefore, there was no need for a pet treatment. The confusion is, a charge was applied incorrectly. And Oak Crest apartments, appears to be telling lies.  It’s absolutley incorrect to charge the amounts in my final statement. I’m willing to take this matter to a higher level. Until, I receive a resolution to my satisfactory. This is becoming very stressful. In addition, I wanted to remain at Oak Crest. All I wanted was a larger place. And to learn, I was provided incorrect information on purpose?!?!?? Regarding the $500.00 transfer fee, which did not apply to me.  I asked the leasing agent 3 times, was she sure about the transfer fee. This caused a lot of stress having to find a new place to stay. 

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

  Business Response

  Date: 12/05/2023

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

   

  Thank you for your detailed response regarding the charges applied to your account. We appreciate your time in clarifying the situation and understand your concerns.

   

  Upon thorough review of your account and the circumstances surrounding your move, we acknowledge that your lease was not terminated early and that no early termination fee was charged. We also confirm that our leasing specialist had informed you about the $500.00 transfer fee for moving to a different apartment.

   

  Regarding the hardwood floors, we are currently not upgrading any homes upon move-out per Ownership.

   

  However, concerning the pet deep cleaning charge, we must uphold this fee. While we understand your statement of not being a pet owner, our records and the attached vendor invoices indicate that a pet treatment was performed in your apartment. This treatment was necessary due to the presence of fleas, as noted by the vendor. Unfortunately, in the absence of any contradictory evidence, we are obligated to rely on the reports and charges from our vendors.

   

  We realize this situation is not ideal, and we sincerely apologize for any inconvenience this may have caused.

   

  Sincerely,

   

  The Greystar Team

• Initial Complaint

  Date:10/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around October of 2021 we were approved to rent an apartment from Domain at Town Center Apartments. My grandmother ****** ****** and myself signed the lease, before this we took a tour with my two kids. After signing the lease we were informed we need a larger apartment so the kids can each have a bedroom by law, the larger unit we were not approved for due to bad credit scores. They wanted us to pay the rent for 3 months until they found someone else to move into the unit and said we backed out of the lease, this is not true. They should have told us about the kids before we signed the lease, we were fooled into signing a contract under false pretenses. They now have reported myself to a debt collector for this amount, this is unfair and a scam. I do not owe this debt. We never moved in and signed a contract under false pretenses, we were scammed as far as I'm concerned. I don't want this on my credit report.

  Business Response

  Date: 10/27/2023

  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  

• Initial Complaint

  Date:10/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service requests will be handled after office hours if they are emergencies. We define emergencies as the following: a) Electrical or gas failure of any nature
  b) Broken or non-working exterior doors, locks, windows
  c) Malfunctioning access gates that are locked and will not open
  d) No heat (when outside temperature is below 60 degrees)
  e) No air conditioning (when outside temperature is above 85 degrees)
  f) No water
  g) Overflowing toilet
  h) Flooding
  i) Broken pipes
  j) Fire (call 911 immediately)
  k) After business hours, emergency service requests can be reported by calling the office. The on-duty service technician will be notified and will
  respond as quickly as possible.

  Business Response

  Date: 10/27/2023

  Dear ********* *********,

  Thank you for reaching out to us with your concerns. Your f***back 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 f***back 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 f***back is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your n***s in the future. 
  
  Regards,  
  
  The Greystar Team  

  Business Response

  Date: 11/20/2023

  Dear Mr. *********,

  Thank you for your patience as we investigated this complaint further. We were able to connect with the relevant Greystar teams and have concluded the following:

  Upon providing the resident with a three-day notice to pay or quit due to a past due balance of $10,000, we initiated the eviction process as no response was received. Additionally, the resident violated our amenities hours policy, prompting our concierge team to approach and remind them of our operating hours. Despite the reminder, the resident continued playing loud music on the 5th floor, leading to a lease violation.

  In response to the amenities space violation, we applied a standard $500 fee to unit ****. During a scheduled meeting to address these matters, the resident raised concerns about issues in his unit, such as water in the sink and HVAC system problems. Upon reviewing our records, no work orders were found for these complaints (attached you will find all work orders received throughout the residency). We offered to initiate work orders to address the issues, but the resident declined.

  Furthermore, the resident claimed to have requested a reasonable accommodation for using amenities spaces after hours due to a disability. However, upon investigation, no record of such a request was found. We invited them to submit an email detailing the request, assuring that we would provide a reasonable accommodation form for completion. Unfortunately, they didn’t fill out the proper reasonable accommodation form.

  After this investigation, we have found that the property has handled all matters in accordance with our polices.

  Regards,

  The Greystar Team

  Customer Answer

  Date: 11/21/2023

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

  The original maintenance report was submitted via rent cafe on December 7 2022 to former maintenance man Isiah. It was submitted under the issue listed as "interior inspection" This was before the current building team was in place. The original amenity request was also submitted to a team member that is currently. not on your staff. Regardless of GREYSTAR's policy, it is state law to give reasonable accomodations to disabled persons however when the original request was submitted 04/2023, NO FORMS WERE MENTIONED AND THE EMAIL WAS IGNORED COMPLETELY BY YOUR COMMUNITY MANAGERS ERICA AND SHELLY A******. I have plenty of customer reviews that talk about issues with this company and obviously you people only respect judges which is why I've already filed a civil case. Best of luck.

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

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current tenant trying to renew my lease and the deadline is next week. I submitted all required paperwork, but I have received zero communication from the office in a month. Staff is actively dodging my calls and emails despite sending multiple through each medium over the past 2 weeks.
  
  Getting conflicting information from Maintenance and they are generally being unhelpful. Manager I was working with has mysteriously disappeared and I have no idea what I am supposed to do.
  
  Deadline is approaching and I am going to lose my apartment because of unresponsive staff? Please reach out to me IMMEDIATELY.

  Business Response

  Date: 10/24/2023

  Dear Mr. *******,

  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:10/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Greystar,
  
  I am writing to bring to your attention a persisting issue at Park 12, our high-rise building in San Diego, related to the lack of window cleaning for the past two years. This issue has now reached a point of extreme concern, and despite previous attempts at resolution with current and past community managers, it remains unresolved.
  
  I have attached several images to this email that vividly illustrate the deplorable state of our windows. As a high-rise building with a significant portion of our exterior surfaces being glass, the extended neglect of window cleaning has reached an unacceptable and untenable state. We pay a premium rent with the expectation of enjoying the splendid views that Park 12 offers, but these views have been obscured mainly by accumulated grime. Similar buildings in San Diego provide window cleaning services three to four times a year. The fact that we are already behind in this regard is concerning, but what is even more disheartening is that our annual cleaning hasn't occurred in more than two years. To maintain Park 12's reputation as a luxurious high-rise building, specific standards must be met, and the current situation needs to be corrected.
  
  To achieve a resolution, we request monetary compensation for the lack of service we were promised. Our leasing agreement obliges residents to maintain the community's condition and does not tolerate negligence that may cause damage, loss of use, or littering at Park 12. This responsibility should be mutual, and any reimbursement requested for alterations to the community's condition should apply both ways.
  
  I trust that we can resolve this matter amicably through your assistance. However, should our efforts to reach an agreement through direct communication fail to produce a satisfactory outcome, we will consider alternative avenues with the support of other residents.
  
  I appreciate your attention and look forward to a quick and favorable resolution.
  Sincerely,
  
  *********

  Business Response

  Date: 10/20/2023

  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: 10/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20749340, and although a resolution hasn't been reached yet, they offer other way to get in touch with the appropriate people that can help solve my issue.
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:10/18/2023

  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.

  My apartment is ridden with roaches. I have made complaints over the last two years I was living here they continue to spray but the problem just moves to another apartment until they get sprayed and then they come back. I recently requested a new refrigerator because mine would no longer keep cool . they brought me an old fridge from another apartment and i believe it was infested with roaches because i have seen so many roaches and types i’ve never seen before, baby roaches crawling everywhere, Crawling onto my bed, in the shower in the kitchen if i cook they will come out and wait at the top of cabinets. It is extremely unsanitary and not safe! i feel a roach crawling in my ear when i’m sleeping , i have been sleep and woke up because one was crawling on my leg and i had company (my boyfriend) over which is completely embarrassing. You can NOT live in this type of environment. I told them i want to break the lease however they said i would have to pay 2 more months rent then 2,200 more which is completely unfair i can’t even take my furniture when i leave and it hasn’t been paid off yet and it’s infested with roaches.

  Customer Answer

  Date: 10/19/2023

  This is a video of the roaches that have infested my couch

  Business Response

  Date: 10/20/2023

  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  

• Initial Complaint

  Date:10/18/2023

  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.

  My apartment was flooded on Saturday October 14, 2023, due to a pipeline burst in the wall. I was not home at the time. The property manager Nancy called me in the late night and told me about this, and she sent me pictures. I advised her that I was out of town but will be back asap. I came back Tuesday morning October 17, 2023.
  When I arrived and saw that the apartment was torn apart and was being under construction which I would not be able to stay in with my 2 small children, I went to the leasing office and spoke to the manager asking if they can help me with a place to stay. The manager Nancy told me that she could not help me and that I need to contact my insurance. She told me that it was still livable and that I can stay in the apartment with my kids as it is while it’s being constructed. I did also filed a claim with my insurance, but me and my children needed a place to stay immediately, so I called Greystar in Houston. I spoke with Ricky who was not helpful. I asked to speak with his manager but he refused to and transfer me to my property manager. We called back Greystar and spoke with someone else who reached out to the property manager and advised them to transfer me to another apartment to stay while my apartment is being worked on. The next day I asked to change the carpet and Nancy refused to as well. Nancy is very insensitive and did not even tried to help me in anyway. I called Greystar Houston again on October 18, 2023 to file a formal complaint about how I am being treated, and I spoke with Ricky again who was very dismissive and was defending the property manager. I asked to speak with his manager again and he refused to. He transferred me to the supervisor at the apartment instead. I called back and I advised him that I’m coming into the office so that someone can help me to submit my complaint against the property manager. Ricky told me that if I come up there, they’ll call the police on me. I am not happy with how I’m being treated here.

  Business Response

  Date: 10/20/2023

  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