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

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  Greystar

  100 Heard St Chelsea, MA 02150-1954

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:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I turned in a notice to quit my lease (set to expire October 11, 2023) on June 1, 2023. I typed out a letter and turned it in to Ercia, one of the leasing agents that works in the front office. They were quite busy that day. Shortly after, Erica was terminated from Greystar and Ellison on Broad. The apartment manager, Carolina, was out on maternity leave during this time. I did not think much of anything, never hearing from anyone. Fast Forward to September 16, 2023. I went to the office to get a move out checklist and Carolina did not have a clue what I was talking about. She said Erica never entered it into the system. She said the best she could do is to have my move out date set to November and have me begin to pay a month to month rent. She asked if I could produce the letter, which I emailed to her. it took Carolina over a week to get back to me saying that her Regional Manager said there was nothing I could do. I have attempted to get ahold of the Regional manager multiple times but have not received a call. Now the apartment complex is calling demanding that I pay over $4,000 in rent, when it is not my problem that they fired their employee that I turned in my letter to or they will begin the eviction process. I should only have to pay a total of near $1,100 for rent for the month of October, not over $4,000. I do not want an eviction on my renters record.

  Business Response

  Date: 10/13/2023

  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:10/09/2023

  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.

  A member of regional management with Graystar in Houston Texas
  Brooke Smith Phillips or Brooke D***** (former name)
  provided information to a third party not involved in the leasing of an apartment. Information was shared about a prospective resident that could have put said resident in danger.
  Brooke was not a part of any transaction and obtained the information from the internal company files. She was in no way given permission to share the information.

  Business Response

  Date: 10/13/2023

  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: 10/16/2023

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

  I am not currently a tenant of any Greystar community. 

  I did call Greystar corporate office and was told I would receive a call back and did not.   I will gladly call again but feel that this BBB complaint as well as the formal complaint I filed wiht Greystar corporate (Houston area) needs to be addressed.  I would like a call back at the very least. 

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

  Business Response

  Date: 10/20/2023

  Dear Ms. *******,

  We are looking into this for you and will be reaching out to the contact you have listed in the original message.  
  
  Once we receive an update from the team involved, we will reach back out to you.  
  
  We aim to resolve this as quickly as possible. However, please bear in mind we will need to act in accordance with company policy in regards to issues like this.  
  
  Regards,  
  
  The Greystar Team 

• Initial Complaint

  Date:10/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid a $215 deposit at the beginning of June 2023, roughly the first week of June. Informed Alvista a week later, before June 11, 2023 that I would not be renting from them. I emailed numerous times regarding the refund for the $215. I was told I would receive the refund. It is not October 8, 2023 and I have yet to receive my refund. I have emailed and called to no avail. I will be filing in small claims for the unlawful retention of the deposit.

  Business Response

  Date: 10/13/2023

  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: 10/31/2023

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

  It is now November and I have still yet to receive a refund. I applied in April and have been attempting to get my refund since then, 7 months. 7 months and I still do not have the refund for the application fee so I think that you have been allotted ample time and opportunity to rectify the situation and you have chosen not to. I will be  sending a formal demand for the return of the application fee. If I don't receive the refund I will be filing in small claims court for the refund and cost of suit. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 11/20/2023

  Dear Ms. *********,

  Thank you for your patience as we investigated your complaint further. We have connected with the relevant Greystar teams and have confirmed the following:

  The accounting team has verified the issuance of a new check to promptly process the expected refund owed to you. We sincerely apologize for the delay that you have experienced.

  Once we have an update from the team on the expected delivery date we will let you know.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:10/07/2023

  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 recently moved into the avana apartments and less than a month here i’ve had two incidents of cockroaches i gave avana an opportunity to fix the problem the first time and they ordered pest control to come and they did but a week later i found another cockroach running through my stuff and that was the final straw for me so i asked avana to break my lease due to uninhabitable living conditions and i was told no by an employee and she said i had to pay the two month fee to break my lease. The fact that they’ve had cockroaches before and they don’t disclose i feel like i was lied to too about the conditions here and i just want out but i feel trapped here i’ve been seeing my primary doctor for breathing problems including asthma and i just want out of this place this is not sanitary conditions for me i have photos and a video of the cockroaches as well

  Business Response

  Date: 10/13/2023

  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  

  Business Response

  Date: 10/25/2023

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

  Thank you for your patience as we looked into your complaint further. We were able to touch base with the relevant Greystar teams and have confirmed the following:

  Upon your initial report, our onsite team took immediate action. They engaged our pest control vendor to thoroughly assess and treat the pest issue in your residence. We made it clear that, after the treatment, you might still spot a few pests, and we encouraged you to reach out with any questions or concerns.

  After the treatment, you reached out to express your desire to terminate your lease due to another pest sighting, which we had previously discussed as a possibility. In response, we offered an alternative solution: a 30-day notice with a reduced one-month term fee instead of the standard 60-day notice with a two-month term fee.

  We sincerely apologize for any discomfort you have faced. We've made every effort to address the issue. However, since you've committed to your full lease period and declined our offer, we cannot terminate your lease without incurring a penalty at this time.

  The Greystar Team

  Customer Answer

  Date: 10/26/2023

  i never declined their offer even in my statement to bbb instated that after agreeing to their offer i noticed more pest in my apartment i even have a signed agreement with the leasing office to terminate with a 30 day notice instead of 60 day notice this is absolutely insane and maybe i need to report to the health department because it sounds like they’re trying to void our agreement 

• Initial Complaint

  Date:10/06/2023

  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 can't say I am surprised to see universal bad reviews and complaints for this business after my experience. I was surprised when I was apparently spontaneously contacted by my residences leasing office and threatened. I had previously had a wonderful experience living there, and assumed it was a mistake. Something had fallen between the cracks or there was a misunderstanding. I approached my leasing office with that and mind, friendly and expecting to clear things up. Nope. I found my leasing office trying to pick a fight with me, for no apparent reason despite being a tenant in good standing. I made agreements with them, and those agreements were broken by the leasing office who started charging me fines. I was contacted by Greystar to ask if I had any complaints about my leasing office, why yes, thank you for asking, maybe you can help with this problem that makes no sense. Why would a leasing office be picking fights and threatening tenants? I gave them the whole story. Greystar ignored it, and blamed another company I had no agreement with. I tried to connect them, and it was like talking to a wall where the manager intentionally misrepresented what I said, and contrary to facts and documentation. It was absolutely bizarre. An easily rectified problem with a friendly party, intentionally turned into a bitter fight. Homes are about safety and stability. If that is your business, I do not understand being intentionally unsafe and being so unstable. I've never seen a business actively pick fights with the people who are paying them. I loved my place, would be paying them for a decade if they just let me enjoy my home, instead I now actively avoid them and pay other people.

  Business Response

  Date: 10/13/2023

  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:10/05/2023

  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 October 2,2023 I was contacted by a collection agency (Genesis) located in Washington State stating that they were calling on behalf of Greystar Real Estate Partners in regards to an overdue utility bill in the amount of $67.57.
  
  Greystar was the management company for the apartment community I lived in from December 2015 to January 2021. (Waterstone Apartments-2111 Old Holzwarth Rd. Spring Texas 77388)
  
  I advised the representative with Genesis Collection Agency that I have not lived in Texas since 2021 and that I have not received a utility bill from Greystar or Waterstone Apartments.
  
  When I moved from Texas in 2021 from Waterstone Apartments I provided both my new address as well as my phone contact which to this date is still the same. Both Greystar as well as Waterstone Apartments has all of my information which is why I am very confused as to why I am now being told 2 years later that I have an overdue bill.
  
  I never received a bill my email, by US Postal or a phone call advising of an overdue utility bill.
  If in fact I owe anything at all I am requesting that a detailed bill be mailed to me showing the type of service as well as the date of service, if it's a legitimate bill I will be more than happy to send payment to Greystar.
  
  I am not wanting this negative item on my credit report due to some oversight with Greystar's billing department.

  Business Response

  Date: 10/06/2023

  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: 11/17/2023

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

  I am requesting that a representative contact me to discuss my concerns in regards to this matter.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 12/01/2023

  
  Dear Ms. ******,
  
  We apologize for any inconvenience caused by the delay and repeated messages regarding your request for an itemized invoice. To address your concern effectively and expedite the sharing of the invoice, we kindly ask for the name and email address of the contact person at Greystar with whom you have been corresponding.
  
  We recognize your frustration due to not receiving the invoice as anticipated. Once we have the specific contact details, we will immediately investigate the matter to ensure a swift and satisfactory resolution.
  
  Your prompt response with the necessary information will help us in resolving this issue efficiently and providing you with a clear response.
  
  Thank you for your cooperation and understanding.
  
  Regards,
  
  The Greystar Team

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting an apartment at the “village at lake lily apartments “ and moved out July 28, 2023. I was told it would take a few weeks before I received my deposit back via mail. I confirmed the address two weeks before moving and again after a month. After two months they said the address was wrong and they never sent it out. I waited a month before contacting them back to say I still haven’t received my deposit back. When I did they said it was shipped and cashed I said impossible because my mailbox is a lockbox and asked for proof of who cashed it or where it was deposited. They haven’t provided the deposit, the information of where the deposit is and now they won’t email or call me back.

  Business Response

  Date: 10/06/2023

  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:10/05/2023

  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.

  We moved into an apartment due to taking over a lease in August of 2019. We were told by the previous tenant and the leasing office that the security deposit would transfer over to our account. We moved out August of 2020 and received a move out paper with charges for paint, carpet cleaning, utilities, drip pans and utility account fee. We gave a notice that we were moving out and all bills were paid prior to leaving. We have received multiple emails regarding our “debt” of $522 from Alliance and Greystar. Greystar even offered a discounted rate if we paid that day. We called the collection company on 9/19 and was told our security deposit was not applied to anything. Waiting to hear back. But honestly so scummy of this company.

  Business Response

  Date: 10/06/2023

  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: 10/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s a copy and paste response that they send to everybody. I have already provided information regarding this charge 
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 10/23/2023

  Dear Ms. **********,

  Thank you for providing those details. We are looking into this for you and will be reaching out to the relevant Greystar teams listed in the original message. Once we receive an update from the team involved, we will reach back out to you.  
  
  We appreciate your patience and understanding as we work to address your concerns. However, please bear in mind we will need to act in accordance with the property's policy in regards to issues like this.  
  
  Please keep this this matter open until we can provide a resolution or answer to address your complaint.
  
  Regards,  
  
  The Greystar Team 

• Initial Complaint

  Date:10/04/2023

  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 fiancé and I live at Dartmouth Woods Apartment complex that is managed by Greystar. We have had issue after issue. They lied to us about almost all of the amenities when showing us the property. The pool and hot tub are never clean. Trash is all over the place despite the requirement to pay for an extra trash service. They never reply to email and claim it’s because they only have one person working but I’ve seen multiple people in the office and they close the offices for no reason during the week. Most recently, we asked to have a garage and have that added to our lease. We were told they could do that and the last time we heard from them, they said the garage would be ready the following day. We have been trying to follow up with them for almost a month now with absolutely no response from them. One of the leasing agents, Sabrina is also extremely rude and gaslights everyone. This property is a mess and something needs to be done about it.

  Business Response

  Date: 10/06/2023

  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:10/03/2023

  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.

  we are tenants at broadstone ingleside managed by greystar. for months we have been having issues with our neighbors disturbing us and keeping us up all night. we have been complaining for months with no resolution. jenna, the property manager, promised a solution last week but has since been radio silent. we have had to spend nights at hotels due to the inability to sleep as a result of their disturbance. the neighbors also caused damage to our apartment, creating a water leak which put a hole in our ceiling and water damage down the walls, as a result of neglecting the children and keeping the entire space extremely unkempt. we asked the security guard if we could go with him to their door on one of the 50+ times we had him check in on them, and he advised that we should not. this clearly raises safety concerns. we are being discriminated against because of our age and they do not take us seriously, but we are fully independent young adults and should have the same rights as everyone else - to feel safe and comfortable in our own apartment. the neighbors are also in violation of their lease by the fact that they have more than the allowed number of people living there. management has made it obvious that they don’t have any urgency in this issue or desire to help us. we have had third parties get involved as well who were met with a similar situation. broadstone ingleside makes it abundantly clear that they do not have their tenants’ best interest at heart and are not being held responsible for holding up their end of the lease: to ensure a safe, comfortable, and fair living experience for us residents.

  Business Response

  Date: 10/06/2023

  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