Business Profile
Property Management
GreystarThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,376 total complaints in the last 3 years.
- 821 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/11/2025
Type:Service or Repair IssuesStatus: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'm a current resident at the Sage at Cypress Cay apartment complex in Lutz, FL. I'm attempted numerous times to resolve various concerns directly with the leasing office and maintenance to no avail. No matter what time of day, nobody is available to answer the phone and no voicemails I leave are returned. The concerns are as followed:
- We have a neighbor tenant in the building who I have attempted to file a complaint against numerous times with no action taken. This specific tenant has violated the property's "Smoke Free" policy, violated the property and counties noise ordinances and has subjected the rest of the building to a fire hazard. The tenant currently has a working grill on the balcony and against the wall of the building. Despite having proof of these claims and multiple attempts to file this complaint, I've received no comment from the property management by phone or email.
- Greystar has taken over as the management company since roughly August of 2024. Since that time, our resident portal company/provider has been changed 4 times. I've called and emailed multiple times to troubleshoot and gain access to the newest resident portal to pay rent and continuously can not connect with an employee. I've been subject to a late fee and an embarrassing Eviction Warning letter on my door despite never being late beforehand.
- I've contacted maintenance multiple times regarding a large wasps nest just outside my balcony. When filing a maintenance request, I specifically informed them that this was in a hard to reach place, and would need at least a large ladder or 10ft pole from one of the bedroom windows. Despite filing this maintenance request on a Sunday as an emergency, maintenance did not arrive at my apartment until 48 hours later with a 2 ft stick used to clean cobwebs. The maintenance worker had to use my broom as an extension to reach this nest. Unsafely, I sprayed the nest This request was in 02/2025, the nest still remains as of writing dormantBusiness Response
Date: 06/12/2025
Hi *******,
Thank you for sharing your concerns with us. We’re sorry to hear about the ongoing issues you’ve encountered at Sage at Cypress Cay, including your maintenance request, portal access, and unresolved complaints related to a neighbor.
We’ve contacted the local property team and their leadership so they can review your concerns. A Greystar representative will follow up with you directly within 10 business days.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/10/2025
Type:Billing IssuesStatus: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 Vive Collection in San Diego under a lease valid from Oct 2023 to Nov 2024. On May 21, I called management regarding a delayed rent caused by their billing system change, which disrupted my auto-pay. Their staff assured me no legal fees or penalties would apply if I paid, which I did on May 23. Despite this, a $790 legal fee was added to my account without prior notice, legal documentation, or an itemized explanation. I was never informed of a deadline (e.g., May 12) until after the fee was imposed. I submitted a formal written dispute, asking for (1) removal of the $790 fee, (2) explanation and legal basis, and (3) a written response within 5 business days. I received no reply. Then, on June 10, I was charged an additional $100 late fee—again, with no explanation or notice—while the first dispute remains unresolved. This appears retaliatory and raises serious concerns about the company’s billing practices.
These actions may violate:
Civil Code §1572 (fraud),
Civil Code §1710 (misrepresentation),
Civil Code §1942.5 (retaliation),
Business & Professions Code §17200 (unfair business practices),
Promissory estoppel due to reliance on verbal assurance.
Additionally, I’ve experienced multiple habitability failures:
Elevator in my building has been broken for over a month.
Plumbing issue unresolved for over four weeks.
Window leak went unrepaired for five months.
I referred a new tenant over four months ago through the official referral program and have not received any reward or follow-up.
These issues may violate Civil Code §§1941.1 and 1942.
I request:
Immediate removal of the $790 and $100 charges.
A written explanation for both fees.
Delivery of the referral reward.
A written assurance that no further charges will be added without proper notice.Business Response
Date: 06/12/2025
Hi ****,
Thank you for reaching out and sharing the concerns regarding your account at Vive on the Park. We’re sorry to hear about the charges you’ve experienced and the additional maintenance and referral concerns you described.
We’ve contacted the property team and leadership at Vive on the Park so they can review the billing concerns and your outstanding maintenance and referral issues. A Greystar representative will follow up with you within 10 business days to discuss this matter further.
Thank you again for bringing this to our attention.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/10/2025
Type:Customer Service IssuesStatus: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 current tenant at Black Ridge Townhomes in St. George, UT, under a 14-month lease ending July 1, 2025. I have paid rent on time every month and have been a respectful, issue-free tenant.
Despite this, management has failed to respond to multiple rental verification requests made by prospective landlords. Their lack of cooperation directly caused me to lose a housing opportunity. Additionally, they have ignored emails and phone calls, and only answered when I blocked my number using *67 — which suggests they are deliberately avoiding communication.
I also had a troubling experience during one of their annual inspection, where 5–6 staff entered my unit, left every light on, didn't tell me the inspection was over, and left my front door unlocked. I contacted them after the first issue situation arose, requesting they NOT respond since I was aware that I would not be renewing my lease. I just wanted them to know what happened. I am unsure if my complaint regarding this matter is the reason for the challenges I am facing now, but it is unacceptable. Additionally, it is worth mentioning that the items that were meant to be checked during the second inspection were not checked in any capacity.
I’m concerned that this behavior may be discriminatory in nature and a form of retaliation. I am requesting assistance in receiving a timely response, my verification documentation, and accountability for the lack of professionalism.Business Response
Date: 06/11/2025
Dear ******,
Thank you for sharing your concerns with us. We’re sorry to hear about the difficulty you've experienced in obtaining rental verification from the team at Black Ridge Townhomes and the concerns you've raised around communication and inspection procedures.
We’ve contacted the Black Ridge Townhomes team and their leadership so they can investigate your concerns and have a Greystar representative follow up with you directly within 10 business days.
We appreciate you bringing this to our attention and allowing us the opportunity to address it.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/10/2025
Type:Billing IssuesStatus: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 filing a formal complaint against Greystar Real Estate Partners, specifically regarding their management of Hyde Square Apartments in Bellevue, Washington.
After vacating my apartment (Unit S625) on March 24, 2025, I received a final move-out bill that included a $200 charge for "glue removal" from the window frame. This charge is unjustified, unsupported, and appears to be a baseless attempt to extract additional money from a departing tenant.
Details:
- I never applied glue or caused damage to any windows during my tenancy.
- Upon request, the leasing office was unable to provide:
+ A move-out inspection report
+ Photographs or video evidence
+ A cleaning report that explicitly mentions glue or any issue requiring extra labor
- The only justification provided was a vague line item on an invoice from a cleaning company, which was hired and paid by the landlord.
- I requested a joint inspection at the time of move-out; the leasing office told me it was "not necessary."
- I disputed the charge in writing and received a dismissive response that acknowledged the lack of photographic evidence but still insisted the invoice was sufficient.
- I ultimately paid the amount under protest, fearing damage to my credit or future rental history.
Why I’m Filing This Complaint:
This practice is not only unfair and unethical, but it likely violates Washington State Tenant Law (RCW 59.18.280), which requires landlords to provide documented justification for any deductions. An invoice alone does not meet this standard.
This complaint is submitted to:
- Hold Greystar accountable for unjustified billing practices
- Warn future renters of potential arbitrary post-tenancy charges
- Prompt BBB to review this business's tenant billing practices
Resolution Sought:
- A full refund of $200 for the fraudulent charge
- A formal review of this billing practice by Greystar leadership
- A public acknowledgment on the BBB platform regarding the issue and Greystar's responseBusiness Response
Date: 06/11/2025
Dear *******,
Thank you for sharing your concerns with us. We’re sorry to hear about the experience you had regarding your move-out charges at Hyde Square and the frustration caused by the disputed $200 billing for glue removal.
We’ve contacted the Hyde Square team and their leadership so they can investigate your concerns and have a Greystar representative follow up with you directly within 10 business days.
We appreciate you bringing this matter to our attention and giving us the opportunity to look into it further.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/09/2025
Type:Customer Service IssuesStatus: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've had consecutive issues using the new payment portal for the property. Last month I had an issue and whoever was in the office accepted a check payment for me after I showed them a video recording of the portal not working properly and not allowing me to log in to make a payment. I had the same this month when I attempted to make my payment, but it was after office hours on 6/3/2025. I went into the office the very next morning to alert them of the issue and drop off a personal check but was told by the Assistant Manager that they could not accept my check. She advised me to download the mobile application for the payment portal and gave me her email address so I could explain my situation and she could escalate the matter. I followed by email on 6/6 and today and received a reply today at 2:44pm. The email stated they could only wait fees assessed from 6/5-today and I would have to drop off a cashier's check by today for that to apply. I never needed any fees waived beyond the fee that was assessed on June 4th. The only reason I assessed additional fees was because I was waiting to hear back from their office about this matter. So them trying to claim that you’re offering a one-time courtesy for the additional fees makes absolutely no sense, since I was prepared to pay on the 4th. In addition, expecting me to be able to leave work int the middle of the day to make it to their office before closing is unrealistic. I have let them know multiple times I work 2 jobs, and time is very limited for me. I immediately called the office after reading the email, and to no surprise, received the voicemail prompts, which I left a message. I should not be penalized for their failure to provide a working payment portal to their residents. I have never been charged a late fee while residing at San Portella or had issues paying rent until this new payment portal. I am asking that all fees to be waived on my account. I've uploaded error screenshot and emails with the property.Customer Answer
Date: 06/10/2025
Property name: San Portella
Property Address: 2155 S 55th St, Tempe, AZ 85282
phone number: 480-659-6285
Business Response
Date: 06/12/2025
Hi *******,
Thank you for sharing your concerns with us. We're sorry to hear about the issues you’ve experienced with the new payment portal at San Portella and the resulting frustration regarding late fees and communication delays.
We’ve contacted the team at San Portella and their leadership to review your situation, including the concerns you raised about system malfunctions and timing of their response. A Greystar representative will follow up with you directly within 10 business days to discuss next steps.
Thank you again for reaching out.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus: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’m writing to express my deep frustration and disappointment regarding the unresolved issue with my dishwasher, which has now been broken for 101 days. Despite multiple maintenance requests, follow-ups, and reassurances from staff, the problem remains unfixed. This delay is unacceptable and has caused unnecessary inconvenience in my daily life.
As a resident, I believe I’ve been more than patient. Over three months without a functioning dishwasher in a fully equipped apartment is not only inconvenient but fails to meet the basic standards promised in the lease agreement. I’ve complied with every request from the office and maintenance team, yet there’s been little progress or accountability.
At this point, I am formally requesting immediate action. If the dishwasher cannot be repaired in a timely manner, it needs to be replaced. Additionally, I would like to discuss compensation for the extended lack of access to this essential amenity.
I hope this matter will now be treated with the urgency and seriousness it deserves.Customer Answer
Date: 06/10/2025
Avana Collins Creek
1157 Bell Road Antioch tn 370136158456324
Business Response
Date: 06/11/2025
Dear *****,
Thank you for sharing your concerns with us. We're very sorry to hear about the extended issue with your dishwasher at Avana Collins Creek and the frustration it's caused over the past several months.
We’ve contacted the team at Avana Collins Creek, along with their leadership, so they can investigate your concerns and have a Greystar representative follow up with you directly within 10 business days.
We appreciate your patience and thank you for bringing this to our attention.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/08/2025
Type:Customer Service IssuesStatus: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 moved into your new community in St Petersburg the Marlowe under the impression this was my home. From day one it has been a nightmare from my above neighbors and I feel as if I am in a nightmare everyday since October 1, 2024. I have voiced my concerns in person and I do have an email trail to back up my complaints. There shouldn’t be any reason why an individual pays to live in a unit but sleeps in another’s home. I am not safe here and I am not comfortable, this also has been brought up to the property management and their team and the only solution after my initial complain in October, I was offered a solution in April to move (I asked to move in October and I was denied even with having available units to chose from at that time) with a $1000 transfer fee as I am being inconvenienced. How is that fair to me and I’m the one who has been complaining without any type of disciplinary action towards this resident. I read the policy in and out, this is a violation of my tenant rights and non compliance towards the promise of the property. I can reassure that my lease will not be renewed as I feel rules are broken and not addressed, mold and termites are in my bathroom once again not addressed and it’s overall not a healthy environment for my family.Business Response
Date: 06/09/2025
Dear *******,
Thank you for taking the time to share your concerns with us. We’re sorry to hear about your experience at The Marlowe in St. Petersburg and especially the challenges you've faced with noise disturbances, maintenance concerns, and the delay in support when you initially requested a transfer.
We’ve reached out to the onsite team and regional leadership at The Marlowe to review your situation in detail. A Greystar representative will be in contact with you within 10 business days to discuss your concerns and work toward a resolution.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/06/2025
Type:Customer Service IssuesStatus: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 moved into Museum Park by Greystar in May of 2023. I moved out on 5/15/2025 with a 30 day notice. I have not received the deposit refund or the itemization of deductions with intent of payment within the 21 days as specified by California law so all charges should be waived to avoid small claims court, however, I communicated this to the property and I was told that they processed the payment internally (communication from the complex to corporate) for the check issuance and corporate has yet to process it externally. I was told today I should be receiving the email for ACH payment by EOD today or Monday (even further outside of the 21 day period)
This is an illegal unfair business practice and the revised amount needs to be sent immediately in the amount of the full deposit paid.Business Response
Date: 06/09/2025
Dear ******,
Thank you for sharing your concerns with us. We’re sorry to hear about the delay in receiving your security deposit refund and the itemized deductions after your move-out from Museum Park. We understand how frustrating this must be.
We’ve contacted the team at Museum Park and their leadership so they can investigate the situation further. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns.
Sincerely,
The Greystar TeamInitial Complaint
Date:06/06/2025
Type:Customer Service IssuesStatus: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 name is *** *******, and recently I was contacted by my apartment complex stating that I was overcharged on my monthly rent by Greystar Property Management, which was the previous property management of my apartment complex, The Ashton Apartments, in Corona, California. I was told I may be owed funds from previous rent overpayments. I have tried contacting Greystar, but the customer service department is extremely difficult to get ahold of. I wanted to file this complaint in an effort to expedite this process.Business Response
Date: 06/06/2025
Hello,
Can you please provide the dates of these alleged overpayments?
Thank you,
Initial Complaint
Date:06/05/2025
Type:Billing IssuesStatus: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 extremely frustrated with the handling of my lease documents and the complete lack of care in processing this transition properly. Despite repeated communication, your office has produced documents full of errors and omissions—and is now unfairly charging me as if the lease is active, when it clearly is not.
The Lease Amendment is not legally in effect, as Clause 11 requires the $1,000 deposit to be paid first. I have not paid this deposit, and there’s been no written waiver. Yet you are posting rent and late fees to my account, which is completely unjustified and unacceptable.
On top of that:
• The Roommate Release Form falsely states that I am being removed from the lease, when I am the incoming tenant.
• Section 3 of the Lease Amendment, which should release Julia Kirby, is left blank—creating legal confusion and shifting responsibility onto me.
• I’m being billed for utilities from before my move-in date, and now your office is placing those charges on my account even though Julia hasn’t been formally released.
Your office created this mess, and now you’re forcing it onto me. This is unacceptable. I request immediate correction of all documents, reversal of all charges posted to my account, and written confirmation that the lease is not yet in effect.
I expect this to be resolved immediately.Business Response
Date: 06/06/2025
Hi *******,
Thank you for sharing your concerns with us. We're sorry to hear about your experience regarding the lease amendment, roommate documentation, and billing issues at Scottsdale Gateway.
We’ve contacted the property team and their leadership so they can investigate the issues you’ve raised. A Greystar representative will follow up with you directly within 10 business days to provide clarification and next steps.
We appreciate your patience while this is being reviewed.
Sincerely,
The Greystar TeamCustomer Answer
Date: 06/06/2025
Closed their portal for payment and adding charges to my account everyday to mentally torture me. Not responding to my emails or calls
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