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

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

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:09/28/2023

  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 was a resident at The Luxe Greystar apartments in Sacramento CA, I moved out back in December 2021 due to me and my ex-spouse were getting divorced. Unfortunately, it is still ongoing because he has not been responding to court. He remained living at the apartment up until end of 2022 and has not paid the rent dues. Not knowing the situation, he did not turn in the release of roommate document that I signed along with his proof of income to release my name from the lease. Now I am being contacted by the greystar collections because of the amount due. With the back and forth emails, they wouldn't issue me a release of roommate to sign over electronically at least. It has been ongoing, and now I am stuck with the dues from my ex-spouse. It just is unjust that I was told one thing which was to email the property about my situation and to email a 30 day notice so that I'd have paper trail, only for this to get this far into it with me being in debt that is not even mine. I have emailed Lynn R*** and asked if she has gotten a hold of ***** **** and I have not gotten a response if she did or not. Today, she sent me another email reminder of how much was owed and it was ridiculously high (provided attachment).
  I need to know what to do, if I need to file this and get the court involved because I do not know how to go about it.

  Business Response

  Date: 10/03/2023

  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: 10/05/2023

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

  I need more clarification about the whole situation. First, I do not reside at a Greystar community therefore, I want Greystar to help me solve this case that I have and resolve the the fact that I am being the primary contact because they could not get a hold of the other party ***** ****. I have a personal statement I handwritten in the attachment above. I am eager to justify that I should not be hold responsible for someone else's debt. And when declared, my credit score should not be affected by this. I don't know what else to do at this point, I cannot get ahold of this person responsible, please let me know if I need to have the authorities look for him to serve documents or what not because it has been more than a year now and I am still dealing with his irresponsibilities. Resolving this starts here by clearing out my name from their property and declaring that ***** ******* **** has full responsibility to the said owed debt from Greystar The Luxe Apartments. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 10/09/2023

  Dear Ms. *******,

  We are looking into this for you and will be reaching out to the contacts listed in your 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 the property's policy in regards to issues like this.  

  Regards,  

  The Greystar Team 

• Initial Complaint

  Date:09/28/2023

  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 was planning on moving out of an Apartment in Palm Beach Gardens Florida,Called Miraflores, after 12 months living there, when I was informed by a property manager,that I agreed to a 13 month lease,& needed to pay another month & give thirty days notice, which I did.
  Now , I am receiving collections notices for what amounts to an additional two months rent. I think it’s dishonest and criminal,& My credit is impacted by this kind of extortion.

  Business Response

  Date: 10/02/2023

  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  

  Customer Answer

  Date: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:it’s deceptive,excessive,& bad business.It was bad enough when it  was 2600 for verbally giving the property manager a month notice of my leaving, now you’ve added additional fees totaling another 1000.00 unjustified dollars. 
  
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/17/2023

  Dear Mr. *****,
  
  We appreciate your patience as we conducted further investigation on your complaint. We have connected with the relevant Greystar teams and have concluded the following:
  
  Before move out, it is required that the occupant provides a 60 day written notice of intent to move. This was not received by the property team so an insufficient notice fee equal to one month's rent was applied to the final move out statement. Please see the attached lease agreement for details.
  
  You were also charged for cleaning and trash removal due to the state of the unit after departure. Please see the images attached for evidence provided by the team during their walkthrough.
  
  We apologize for any frustration or confusion that this has caused. Because of the details we were able to confirm, we will now consider this complaint to be closed.
  
  Regards,
  
  The Greystar Team

• Initial Complaint

  Date:09/28/2023

  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.

  In 2019 I was forced to break my lease with one of Greystar Management properties, Avana Tempe. The Avana Tempe manager became rude and uncommunicative the moment I spoke with her. Regardless, I paid EVERYTHING I owed in October and November 2019 via the online portal. Later, the apartments tried to tell me I owed another $511.84. I did not know what this was for and because the apartment manager was completely unresponsive, I spoke to the Attorney General. The Attorney Genera received a document from Avana Tempe's own attorney stating that the $511.84 was "written off" in January of 2020 - see page 3 of the attached. Now, 4 years later I am being contacted by a collections agency and they have hit my credit report. I want my account removed from collections since they told me I did not owe anything and I want my credit report corrected.

  Business Response

  Date: 10/02/2023

  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: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am awaiting a response from Greystar per their last communication. In addition, it should be noted that my credit card has now dropped my limit to 10% of the previous limit in response to the negative hit on my credit report due to Greystar's error. Please advise if I need to reach out to a tenant attorney in order to have my credit report and score restored to it's former excellent status and to address the pain, suffering and negative impact to my life, 4 years after I paid Greystar and resolved this issue.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 12/01/2023

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

  Thank you for reaching out to us about the issue you're facing concerning a past balance with Avana Tempe and its subsequent impact on your credit report. We understand your concern regarding the collection agency's actions, particularly after being informed that the amount had been written off.

  Please be assured that we are taking this matter seriously and are currently investigating the details of your account and the communication you received in January 2020.

  We appreciate your patience as we work to clarify and address this situation. We will provide you with an update as soon as we have more information.

  Sincerely,

  The Greystar Team

• Initial Complaint

  Date:09/27/2023

  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.

  We paid $1,000 in deposit to rent at location in Hughes Landing, The Woodlands. We lived there for almost three years while building our home nearby. Two months ago we moved to our home and then requested refund of the deposit. We hired cleaning service recommended by apartment management and paid them $250. We walked the apartment with management and she gave a thumbs up. Greystar is now claiming damaged to carpets, refrig, cabinets, etc. We disputed these claims and asked for proof. We ourselves have photos and video of the condition of apartment on the day of vacating. If we do not receive our deposit we will commence complaint process with Attorney General of Texas, Senior Citizens Department.

  Business Response

  Date: 10/02/2023

  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  

  Customer Answer

  Date: 10/17/2023

  
  
  Complaint: ********
  
  
  Thank you for the continuing responses. As I have repeatedly stated, this issue has been on-going for over 3 months … more than enough time to resolve. Greystar continues to stall. Enough. We intend to move quickly ourselves to resolve this issue … we are senior citizens and have rights to receive our deposit, by contract. We are now invoking a 5% monthly interest on our deposit as well as punitive damage of 100% for every month our deposit is not returned. We also will ensure this case is in the public domain to alert other seniors the practice of gouging, and illegal, schemes by Greystar, HL MFH, Howard Hughes Corp., etc. Greystar, and other like corporations, will not continue their illegal schemes on senior citizens without paying a strong price in money and goodwill. As we stated previosuly, we are preparing a compaint to the Attorney General of Texas - Senior Citizens Dept, AARP, and other agencies and groups, including on-line feedback / comment groups similar to the request made by the Hughs landing One Lakes managemnet team for feedback by tenants, while we were renting. 

  Greystar and HL MFH LLC have embarked on age-discrimination and Senior Citizen fraud, and we have avenues, and responsibility, to highlight this practice to ensure the state, and others are aware.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 12/06/2023

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

   

  Thank you for reaching out regarding your concerns about the deposit and reported damages at your previous residence in Hughes Landing, The Woodlands.

   

  Upon thorough review of your dispute, we have confirmed the validity of all damage charges, which have been substantiated with invoices, pictures, and other relevant documentation. In relation to your deposit, it's important to note that our management of this community began on January 11, 2023, and our records dating back to this time indicate a $300 security deposit on your account. Additionally, our records show that several move-in fees and deposits were waived at the time of your move-in, as detailed in the attached lease file checklist.

   

  Regarding the specific damages, we have evidence of a broken refrigerator crisper drawer, cabinet repair requirements, and carpet replacement due to animal urine. These charges are supported by photographs, an attached invoice, and the terms of the animal addendum in your lease agreement.

   

  We hope this information clarifies the situation and addresses your concerns.

   

  Sincerely,

   

  The Greystar Team

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was led on for months believing a resolution was all taken care of until the very last second they made up an excuse that was also a bald face lie. I wasted well over a month thinking things would be resolved when I could have just left by paying a fee. They are guilty of fraud first of all, but draining and distracting my resources, straining my mental and physical health to the point of stress vomiting. This has kept me from seeking proper employment and has incurred a good deal of opportunity loss.
  Mthe confusion or complains from them can be handled in any manner seen fit. This was a deliberate act that seems to me and others willing to attest, a game where you ( the consumer) are a the pawn. After reading into this companies record I don’t see this act as out of character.

  Business Response

  Date: 10/02/2023

  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:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One On Centre Apartments, a Greystar property, filed a collection in my social security number that is not in my name and not my address, and severely harmed my credit report. They did not in any way make me aware of this mix-up, and refused to do anything claiming legal issues, even though the collection agency said they they would be able, and they know full well that my account was in good standing and the collection was not for me. They have caused major inconveniences in my life going forward and I require this to be resolved as soon as possible.
  
  If there is any way that they can resolve it from their end, I want to have the full commitment of One On Centre and Greystar to have this fixed. If it is true that there are no options legally, I want this egregious mistake to stay on the record and warn people away from this business.

  Business Response

  Date: 09/29/2023

  Dear *** **** **,

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

• Initial Complaint

  Date:09/27/2023

  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.

  Greystar San Diego POC -
  Sherry C******* / Tania V***** - 425-329-0793, ***************@greystar.com
  
  Moved out on 9/5/23. Lived there for over 6 years. The place was NOT clean when we moved in. Floors were filthy, food stains on ceiling, just a mess.
  We left the place 200% cleaner than it was. Paid a $650.00 Security Deposit. We left NO damages, NO cleaning issues except during the moveout walk thru the Greystar employee said we needed to vacuum and dust. Why do we need to vacuum when they're replacing the carpet, and any dust came from their filthy vents which I asked numerous times to clean out but they refused.
  Received a move out statement. They deducted our entire $650.00 Security Deposit. They also charged us $111.00 for water/trash/sewer. The entire time we lived there, our water was never more than around$68.00.
  I have asked a few times for the Bill from Conservice, and a invoice for the cleaning services, however they have refused.

  Business Response

  Date: 09/29/2023

  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  

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  1. You already know the property in question; Rosina Vista Apartments, Chula Vista CA 91813

  2. Person, again you already know the person as she was mentioned in my complaint; Ms. Ramirez.

  3. As for supporting documentation; you have it, it’s my Move-Out Statement. I have NO Utility Statement as you have refused to provide it to me.

  Thank you

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

  Business Response

  Date: 10/12/2023

  Dear Mr. *****,

  Thank you for your patience as we investigated your complaint further. We were able to touch based with the property team on the charges that were applied to your account and confirmed the following:

  At move out, we credited the $650 security deposit as well as $2,238.40 representing the prorate for the 24 days of September that you were not responsible for given the September 6, 2023 move out date (attached). We did not charge for carpet replacement or paint given the duration of your tenancy. We did charge for standard cleaning throughout the apartment.

  The final utilities ranging from 07/01/2023-09/06/2023 amount to $111.94 as seen in the attached bills. Upon review of the ledger, it can be seen that we received a partial payment of $114.41 which did not cover his full rent and utility balance at the time ($2,927.21). This payment for $114.41 on August 3, 2023 was the last payment we received. Thus, we did not receive a full rent amount for August or a prorate for 6 days of September's rent. The final balance of $3,074.34 in the move out statement is mostly a result of an accruing balance due to non-payments of rent in August and September. 

  We apologize for any confusion or frustration that may have arisen from this situation. Because we were able to receive the attached evidence from the teams involved, we will now consider this complaint to be closed.

  Regards,

  The Greystar Team

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a rental application with a check. They charged both the checking account and my card. They sent me to collections for money owed to me.

  Business Response

  Date: 09/29/2023

  Dear Ms. *****,

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

• Initial Complaint

  Date:09/26/2023

  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.

  September 23rd, 2023, my vehicle was towed without warning from The Lucie, my apartment complex and I had to pay $350 to ****** ******* ******* towing company. When I moved in on August 3rd, the secretary, Tania W*******, gave me a move-in packet with my parking pass and failed to mention the parking pass was a sticker that was required to be always visible, or my vehicle would be towed. The Lucie has my vehicle make, model and license plate on file and never made an initial attempt to contact me to warn me my vehicle would be towed if I did not display the parking pass. I emailed leasing with the expectation the $350 impound fee would be applied as a credit towards my next month’s rent or refunded by Vision Wreckers Service, since I was not previously warned. Janee Sumter, a leasing professional, replied “We inform all our residents to attach the parking pass in the upper right-hand corner of their window shield to access the garage during Resident Orientation.”“We have sent out numerous emails regarding this (please see attached for one of the emails).” She attached a screenshot of an email sent out on June 5th at 3:48pm, 2 months prior to my move-in; therefore, I never received an email/notification of parking rules. If I received this email at move-in I would have known the rules and avoided my car being towed. I informed her I never received a “Resident Orientation” nor was informed it was mandatory for the pass to always be visible. I was not given the courtesy of a warning before my car was towed. With proper notification this issue could have been avoided and my car would not have been towed and I would not have been late for my job as an ICU nurse. No one would want to live at this establishment if they knew the way they treated their residents. The lack of communication and non-existent dissemination of information regarding displaying parking passes is unacceptable. I am disappointed in the lack of professionalism, management, and respect of this entity.

  Business Response

  Date: 09/29/2023

  Dear Ms. ********,

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

  Customer Answer

  Date: 10/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed in the property for few years and when i left land lord created fake invoices and charged me . I dispute all the charges but they sent the bill to collection agency and its on my credit report.
  They are doing this to lot of tenants. un ethical practice.

  Business Response

  Date: 09/29/2023

  Dear ******** *****,

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