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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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:05/30/2025

  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.

  I recently turned in termination paperwork (04/30/25 submission date for 06/01/25 termination), with sufficient notice using my military orders under the SCRA (Servicembers Civil Relief Act). The property manager Zachary D**** failed to put in my orders for my termination, and I was charged with an insufficient notice and termination fee, causing this past month’s rent to come out to $5,580.07. We are currently in the process to buy a house, and this issue caused a major inconvenience financially as we are expected to pay closing costs.
  
  This is not the first issue we’ve had. We’ve had multiple issues in the past. During the summer of 2024, we noticed some water damage in our wall, causing it to crack and bubble, which we reported. After about a week or so, the wall was leaking out puddles of water, and black mold was starting to grow, at which point I went to the management office and reported the emergency. After the assessment of the damage was done, Mr. D**** told me the course of action that was going to be taken: tear out about 30 square feet of wall, rip up the flooring, dry out the wall, and repair the wall and floor. Mr. D**** assured me that it would take a maximum of 2 weeks for all the work to be done. It took about 2 1/2 months for everything to be fixed. For about 2 of those months, we had those 30 square feet of drywall torn out, leaving the interior of the wall exposed.

  Business Response

  Date: 06/03/2025

  ****,
  Thank you for sharing your concerns with us. We're very sorry to hear about the situation regarding your lease termination under the SCRA and the resulting charges, as well as the prior maintenance and repair experience you described at Banyan Grove.
  We’ve contacted the local property team at NAV850, along with their leadership, to investigate what happened and ensure someone from the Greystar team reaches out to you directly. Please allow up to 10 business days for that follow-up.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/30/2025

  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.

  Multiple cars have been broken into in the parking garage in the last 2 months. I emailed CyanPDX for the first time on April 14, 2025. I also tried to post an announcement on the digital resident bulletin board to let the person know their car was broken into. CyanPDX never allowed my announcement to post and never emailed back. The post still says “pending”. The same thing happened again on May 24, 2025. A car was broken into so I emailed them and also tried to announce another post on the digital bulletin board, but they are still refusing to post it. I pay $180 a month for parking here and they advertise that there is a physical security person surveying the garage (he is only here once or twice a week and only during late hours). I would like the end result of this to be for CyanPDX to own up to their actions of purposefully not responding to my concerns, and I want them to install multiple angles of security cameras on every single level of the garage. I would like a reimbursement for parking directly from CyanPDX of $180 for each month of parking since the date of the first break in, April 14, 2025.

  Business Response

  Date: 06/03/2025

  Hi *****,
  Thank you for sharing your concerns with us, and we’re truly sorry to hear about the recent security issues you've experienced in the parking garage at CyanPDX. We also apologize for the lack of communication and the delays you faced when trying to post to the digital bulletin board and email the team.
  We’ve contacted the team at CyanPDX and their leadership so they can investigate the matter thoroughly. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns and next steps.
  Thank you again for bringing this to our attention.
  The Greystar Team

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair 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 am a tenant at Tinker on Forty8 Apartments, which is now managed by Greystar. Since September 2023, I have experienced ongoing safety, and ethical violations in the handling of my tenancy and living conditions. Upon move-in, the unit was infested with roaches, and since then I have dealt with a failed oven heating element that sparked and caught fire never repaired, black mold caused by a leaking master bedroom wall that allows water to run down during rainfall. False maintenance completions reported in the system despite photo evidence of unresolved issues.Exclusion from property-wide renovations such as new blinds that were installed in all other units in my building. A pattern of neglect toward long-standing tenants in favor of pushing new tenants into “upgraded” units at much higher rent. A lock change that resulted in the office repeatedly losing my keys and continually asking me to re-provide duplicates. I have remained on a month-to-month lease since July 2023 due to these unresolved issues, continuing to pay full rent for substandard conditions.
  In addition, Greystar failed to adequately disclose mandatory recurring fees at the time of lease signing. After moving in, I began receiving monthly third-party utility statements through a company called Conservice, which included: Undisclosed pest control charges
  Valet trash fees, Utility administrative fees. Mandatory renters insurance that I am forced to pay for through their provider. These fees were not itemized or explained upfront during the lease signing process, and often total up to $160 in additional charges every month on top of rent. I have documentation showing these charges being automatically assessed without full transparency or proper breakdown.
  Greystar has invested heavily in renovations to other units, a new fitness center, a new pool, and tenant-facing events like free food trucks yet tenants like myself, who pay on time and have been living in unsafe conditions, are consistently neglected.

  Business Response

  Date: 05/30/2025

  Hi ********
  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about the issues you’ve experienced at Tinker on Forty8 Apartments, including unresolved maintenance concerns, condition of the unit, and billing clarity. That’s not the experience we aim to deliver.
  We’ve contacted the local team at Tinker on Forty8 and their leadership so they can investigate your concerns and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss next steps.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/30/2025

  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.

  I have repeatedly requested a copy of a lease agreement or any other documents showing that my name is on the lease agreement for Pennwood Apartments in Meridian, Idaho. I had left numerous messages with the leasing office for several weeks with no response. I was able to reach Chelsea H*****, phone number (833) 883-**** on 5/21/25. She had advised at the time she would forward the lease agreement. On 5/27, I still had not received the documentation and placed several follow up calls and requested via email. I was provided a copy of a lease; however, the lease did not include my name on any of the documents. I am formally requesting any and all documents that Greystar or Pennwood Apartments have on file with my name on them—this includes but is not limited to lease agreements, addenda, applications, or any legal or residential documentation pertaining to my tenancy.Any assistance the BBB can provide to resolve this request would be greatly appreciated.

  Business Response

  Date: 05/30/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the difficulty you’ve had obtaining documentation related to your residency at Pennwood Apartments. We understand how frustrating it can be to make multiple requests without resolution.
  We've contacted the local team at Pennwood Apartments and their leadership team so they can investigate further. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/28/2025

  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.

  I gave my notice on May 3, 2025. It was given to a new leasing agent at the front desk. I have to change my move out date due to emergency circumstances meaning I will have to leave to Mexico on June 13. My grandma is actively passing away. She is my mom she raced me and I have to go take care of everything over there for her before she passes. Unfortunately I have not heard back from Alexis. She is a property manager I have reached out to her via phone and email twice. I emailed her first on May 25, 2025 and have not had a response from her. I also reached out to her on May 27 2025. I sent her an email and left her a voicemail and I have not had a response today which is May 28, 2025. I went into the office to speak to someone in regards to my move out date unfortunately Chad a leasing agent informed me that my notice was never input into the system, and I will be charged the full amount of rent, which I cannot afford. It also seems like they have lost that notice that was given to them, which is completely unfair and unprofessional on their part because it was given to them Chad also informed me he would look into it and give me a call back as soon as he has more information I did inform Chad that I have been trying to reach Alexis and I have not heard back from her and it's really hard to get in touch with her and I would really like to talk to her in regards to this matter because it is extremely urgent to me. It might not be to them, but it is to me. I shouldn't be penalized because of their mistake. It is unfair and cruel. This is stressing me more than words can be. I would like this matter to be fixed as soon as possible and I would like to be able to leave and move out on June 13 since my notice was given.

  Business Response

  Date: 05/29/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We’re very sorry to hear about the difficulty you’ve experienced trying to update your move-out date and the additional stress this situation has caused during such a personal and urgent time.
  We’ve contacted the team at Novi at Lowry and their leadership so they can investigate the situation further. A representative from Greystar will be in touch with you directly within 10 business days to discuss your notice and move-out timing.
  We truly appreciate you bringing this to our attention and extend our sympathies for what you’re going through.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/28/2025

  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.

  On April 5 2025 I stopped by to apply for a new apartment lease. The holding deposit was $100. On April 9 I was notified via email that my application did not met the criteria. "After careful review, we regret to inform you that your rental application does not meet the screening criteria we are required to follow.
  We will now proceed with cancelling your application.
  Following this cancellation, the refund process for your holding deposit will begin. Please note that the reimbursement may take up to 28 business days to process. "
  
  As of today I have not received the refund. I've called and sent emails without a response from the leasing company.

  Business Response

  Date: 05/29/2025

  Dear *****,
  Thank you for sharing your concerns with us. We're sorry to hear that you have not received the refund for your holding deposit after your application was denied on April 9, 2025.
  We’ve reached out to the team at Coronado Palms and their leadership so they can investigate this matter. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  We appreciate your patience, and thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/20/2025

  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.

  The apartment complex has been withholding our security deposit refund for over 2 years now. We have not received any check or electronic refund from them, and contacting Spring Stewart, the Regional Property Manager, has been futile. My husband and I received a notification of our refund amount, and we are expecting this amount to be refunded to us, as was promised.

  Business Response

  Date: 05/21/2025

  Hi *********,
  Thank you for sharing your concerns with us. We’re very sorry to hear that you have not received your security deposit refund from your former apartment at Harrison Yards, despite being notified of the amount due. That’s certainly not the experience we aim to provide.
  We’ve contacted the team at Harrison Yards and their regional leadership so they can investigate this matter further. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair 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 apartment was affected by a flood from my upstairs neighbor. My things in my apartment where damaged. Water in the light fixture i cannot live in my apartment while they are fixing
  My apartment furniture is damaged and it may be mold in the walls now. Water was pouring from my ceiling and the entire apartment living space aside from my bedroom

  Customer Answer

  Date: 05/20/2025

  I reside at Vinoy at Innovation in charlotte nc

  Customer Answer

  Date: 05/21/2025

  I reside at Vinoy at Innovation in charlotte nc

  Business Response

  Date: 05/21/2025

  Hi ********,
  Thank you for bringing this to our attention. We’re truly sorry to hear about the flooding incident in your apartment at The Vinoy at Innovation Park and the impact it's had on your home and personal belongings. That’s certainly not the experience we want for any of our residents.
  We’ve contacted the team at The Vinoy and their regional leadership so they can look into this right away. A Greystar representative will follow up with you directly within 10 business days to discuss next steps.
  The Greystar Team

• Initial Complaint

  Date:05/19/2025

  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.

  We are long-term tenants who have been residing at The Triton Apartment in Foster City since 2018, when the building was first constructed. Over the past seven years, we had no issues or concerns regarding rent or utility billing while the property was managed by the previous management company, Legacy Partners (2018–2025), or with the utility billing service provided by Yes Utility. However, since Greystar assumed management of the property in January 2025, we have experienced several unusual and concerning issues that had not occurred under prior management. 1. Trash Room Complaint – Triton Apartment (February 2025 – May 2025) From February to May 2025, the trash rooms on all floors (1st through 5th) of the Triton Apartment were consistently filled with filth and overflowing garbage. Numerous residents, including myself, submitted both email and in-person complaints regarding the unsanitary conditions to Assistant Manager Jocelyn F****** (***************@greystar.com), Community Manager Tori A*** (************@greystar.com), and the Assistant Manager Team (*************@greystar.com). Despite repeated concerns, management responded by stating they had not yet hired staff for porter services or a dedicated trash vendor as of April 19, 2025. As a result, garbage continued to accumulate in every trash room across all five floors since February. All the residents at Triton Apartment managed by Greystar had been charged sewer fee, garbage fee with those months (Jan - May). The issue was fully resolved after I sent an ultimatum email to Community Manager Tori A*** (************@greystar.com) Saturday, May 3, 2025, at 11:58 AM. In the email, I requested a formal explanation as to why she violated the Triton Lease Agreement by using a smoker inside her unit—Unit ***—despite the lease clearly stating that such activity is strictly prohibited. Please see the attached photos submitted by multiple residents, including myself, which document the ongoing issue.  2. Utility Bill Discrepancy – Unit *** As tenants of Unit *** at Triton Apartments for the past 7 years under the BMR program, I have always paid rent and utilities on time, with no history of late payments or issues—both under Legacy Partners and Yes Utility. Since Greystar took over in January 2025 and partnered with Conservice Utility Company, I have continued paying full monthly charges: $1,988 in rent plus $150–$180 in utilities from January to April 2025. In May 2025, however, I was charged $333 for utilities—nearly double the usual amount. After speaking with multiple residents across all five floors, I discovered that ALL OF THEM were not billed for one month of utilities between January and April 2025. These residents confirmed this in writing (attached), and based on that, they found the higher May bill reasonable, viewing it as Conservice "catching up." However, I was billed consistently each month and paid utilities in full, as shown in my attached bank statements. When I contacted Community Manager Tori A*** < ************@greystar.com> the Assistant Manager, Jocelyn F****** blamed Conservice and reiterated the "catching up" explanation. But this logic doesn’t apply to resident like me who were never behind on utility payments. Both Conservice and former provider Yes Utility confirmed that utilities were billed to all units from January to April. If any residents were not charged during that time, it was likely due to Triton Greystar’s internal handling by exemption. I have written confirmations from other residents supporting this, and I’m prepared to testify or speak publicly to ensure accountability. As a long-term tenants at Triton Apartments for the past 7 years—with a spotless payment record, If this issue is not addressed promptly and fairly, I will have no choice but to escalate it through Small Claims Court to seek accountability and proper resolution.
  

  2. Utility Bill Discrepancy – Unit ***
  
  As tenants of Unit *** at Triton Apartments for the past 7 years under the BMR program, I have always paid rent and utilities on time, with no history of late payments or issues—both under Legacy Partners and Yes Utility. Since Greystar took over in January 2025 and partnered with Conservice Utility Company, I have continued paying full monthly charges: $1,988 in rent plus $150–$180 in utilities from January to April 2025.
  
  In May 2025, however, I was charged $333 for utilities—nearly double the usual amount. After speaking with multiple residents across all five floors, I discovered that ALL OF THEM were not billed for one month of utilities between January and April 2025. These residents confirmed this in writing (attached), and based on that, they found the higher May bill reasonable, viewing it as Conservice "catching up."
  
  However, I was billed consistently each month and paid utilities in full, as shown in my attached bank statements. When I contacted Community Manager Tori A*** < ************@greystar.com> the Assistant Manager, Jocelyn F****** <*************@greystar.com> blamed Conservice and reiterated the "catching up" explanation. But this logic doesn’t apply to resident like me who were never behind on utility payments.
  
  Both Conservice and former provider Yes Utility confirmed that utilities were billed to all units from January to April. If any residents were not charged during that time, it was likely due to Triton Greystar’s internal handling by exemption. I have written confirmations from other residents supporting this, and I’m prepared to testify or speak publicly to ensure accountability.
  
  As a long-term tenants at Triton Apartments for the past 7 years—with a spotless payment record, If this issue is not addressed promptly and fairly, I will have no choice but to escalate it through Small Claims Court to seek accountability and proper resolution.

  Business Response

  Date: 05/20/2025

  Hi *******,
  Thank you for sharing your concerns with us, and for being a long-term resident at The Triton Apartments.
  We’re very sorry to hear about the ongoing issues you’ve described, including the unsanitary trash room conditions from February through early May, and the unexpected increase in your May utility bill. That experience does not reflect the standard of service we aim to provide.
  We’ve contacted the onsite team at The Triton as well as regional leadership so they can review the situation in full. A representative from Greystar will be reaching out to you directly within 10 business days to follow up on your concerns and discuss the next steps.
  Thank you again for your patience as we look into this further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:05/18/2025

  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 have repeatedly received emails from your company billing me for the 6748.16 stating that this is due for the remainder of the lease. I do not agree because I bought out my lease per the buyout clause and gave proper notification of vacating the apt. I have called the number on several occasions to speak with the person who is sending me bills and have left messages with no response. I have also emailed this person multiple times and again received no response. The buyout would have only been 4400 which we already paid monies toward. I also received no credit for my deposit. In addition, I went to the leasing office at Avana one six four in Lynnwood, Washington, and was told they do not handle these types of situations.

  Business Response

  Date: 05/19/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns. We're sorry to hear about the confusion surrounding the billing after your move-out from Avana One Six Four, especially regarding your lease buyout and the lack of response you’ve experienced.
  We’ve contacted the property leadership and relevant team members at Avana One Six Four so they can review your account and investigate the charges. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns further.
  We appreciate your patience as we look into this matter.
  Sincerely,