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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

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:07/25/2025

  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 recently completed my lease at Century Town in Doral, FL and left disappointed by both the quality of the living experience and the management’s unwillingness to show flexibility or accountability.
  
  I submitted my move-out notice 54 days in advance just six days short of the 60-day requirement and was charged a full additional month of rent as a penalty. While I understand policy, my unit was re-rented within a week, meaning the property suffered no financial loss. Still, management refused to waive or reduce the fee, citing "fairness" and rigid adherence to policy.
  
  This was especially frustrating after a year of living in conditions that fell far below the “luxury lifestyle” they advertise. The rent and fees are priced at a premium, but the value doesn’t match:
  
  The rooftop bar, juice bar, and EV charging stations were promoted before move-in, but never opened or installed.
  Monthly amenity fees were charged even though key amenities were unavailable for nearly a year.
  Elevators were frequently out of service, causing long delays and inconvenience, especially for residents on upper floors.
  Common areas had broken doors, stained carpets, and scuffed walls—not what you'd expect from a luxury building.
  A new front door security system was announced repeatedly but never implemented, despite requiring residents to make time for setup.
  The gym was only open during business hours, making it nearly unusable for full-time workers.
  Maintenance was inconsistent and not always courteous or responsive.
  I raised these issues respectfully, hoping for understanding given the circumstances. Instead, I received a generic, dismissive response.
  
  Century Town charges luxury prices but fails to deliver on basic commitments—and hides behind policy when it matters most.

  Business Response

  Date: 07/25/2025

  Hi *****,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about your experience at Century Town Center in Doral, particularly regarding the conditions of the community and the charge related to your move-out notice. We understand how frustrating it must have been to feel that your concerns weren't adequately acknowledged.
  We’ve reached out to the local team at Century Town Center along with their leadership so they can fully investigate the situation and follow up with you directly. You can expect to hear from a Greystar representative within 10 business days.
  Thank you again for your feedback.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/24/2025

  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.

  I currently live at zone westgate and paid full rent on July 1st. Two days later my AC went out for 7 days and I was neglected by Zone westgate management and the maintenance team who are associated with the greystar company . I am looking for compensation for rent last month due to unlivable living conditions. I am happy to provide proof of reaching out to management and the maintenance team numerous times without a response back. I do also have proof of the heat conditions I was forced to live in for those days. I had to purchase a $315 portable ac unit with my own money to be able to sleep in my own room comfortably. I would like to be compensated as this company has put my life in danger by forcing me to live in inhabitable conditions for a week.

  Business Response

  Date: 07/25/2025

  Hi *******,
  Thank you for reaching out and sharing your experience with us. We’re very sorry to hear about the air conditioning outage you endured at Zone Westgate and the challenges you faced during that time, including the lack of response and additional expenses you incurred.
  We’ve contacted the onsite team at Zone Westgate along with their leadership team so they can look into your concerns and follow up appropriately. A Greystar representative will reach out to you within 10 business days to discuss this matter further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/24/2025

  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.

  I was surprised to see how many people have issues with greystar so I guess my predicament isn’t uncommon.
  
  I visited a greystar property which looked awesome and I was excited to rent from them. My leasing agent did everything he could do to help me out, my issue is with their corporate office. Upon arriving at the property to move into my unit, my mover and I looked at the property and noticed paint on the floor with water damage underneath one of the sinks where we noticed mold growth. After being moved to a new unit we decided to check out the new unit as well to find around 50 flies in the toilet. I understand that the prior tenants might have messed up the property which is understandable. Since there wasn’t another unit I asked to cancel my lease to go somewhere else. Mind you my movers were charging me 230/hr to sit around for two hours and 45 minutes. I imagine maintenance didnt do their job properly, I want to make this clear my leasing agent is not at fault. Greystar corporate refused to let me out of my lease then I finally received notice I could break my lease. That cost me 632.50 all together in only moving costs and 200 dollars in application fees.
  Another issue I had is several years ago at a separate greystar managed property I had my storage unit robbed three weeks into moving in and had around 6000 dollars worth of stuff stolen and was simply told to ask my renters insurance to reimburse me.
  
  The customer service at their properties is outstanding. My issue is Greystar corporate simply does not care about doing the right thing and taking care of their tenants. They also don’t leave their leasing agents with any way to remedy their renters.
  If you rent from a greystar propery since they practically manage a ridiculous amount of properties across the US just know to do your due diligence and expect corporate not to assist you if anything unfortunate happens.

  Customer Answer

  Date: 07/25/2025

  The property is The Morgan at Chapel Hill. Sorry for not putting this in the description

  Business Response

  Date: 07/25/2025

  Hi ******,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the condition of the unit at The Morgan at Chapel Hill during your attempted move-in, including the issues with mold, flies, and delays that impacted your moving process. We also acknowledge your past experience with a separate Greystar-managed property, and we understand how frustrating both situations must have been.
  We’ve contacted the local team at The Morgan at Chapel Hill as well as their leadership so they can investigate what occurred and reach out to you directly. A Greystar representative will follow up with you within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/24/2025

  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 air conditioning system has been faulty and unreliable, and management has either failed to respond or delayed action far beyond a reasonable timeframe. Given the extreme heat in Las Vegas, this presents a clear violation of Nevada’s implied warranty of habitability, putting tenants’ health at risk.
  It is my understanding that landlords in Nevada are legally required to respond to essential repairs—such as air conditioning—within 48–72 hours. This has not occurred. 2. Retaliation and Harassment Following Complaints. After raising valid concerns regarding: The unsanitary and poorly maintained community pool, Unfulfilled service requests, Management’s refusal to sign important tenant documents,
  Lack of package security and loss of mail
  … I began receiving unwarranted warnings and threats of eviction for minor or non-existent infractions. I was ordered to remove curtains and a mesh railing cover from my balcony due to alleged “fire hazards.” These coverings:
  -Had been in place for over a year without prior objection
  -Are in use by numerous other tenants who have not received similar notices
  -Are non-combustible, not obstructing exits, and pose no confirmed fire hazard
  
  I reviewed my lease agreement, specifically Section VII – Fire Hazards, and found no mention of railing mesh or decorative window coverings being prohibited. Furthermore, management has not provided any fire code citation or policy documentation to support these demands, despite my written requests.
  This selective enforcement appears to be directly tied to my prior complaints, suggesting retaliatory intent. I believe this may constitute a violation of Nevada Revised Statutes (NRS) 118A.510, which prohibits landlords from retaliating against tenants who exercise their legal rights.

  Business Response

  Date: 07/25/2025

  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 The Alcove in Las Vegas, particularly regarding delayed AC repairs and the concerns you've raised about potential retaliation following your maintenance and safety complaints.
  We’ve contacted the onsite team at The Alcove as well as their regional leadership so they can investigate this matter further. A Greystar representative will reach out to you within 10 business days to follow up directly and address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/24/2025

  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 recently moved out of Bowers Residences, owned by Greystar. I followed all move-out procedures listed in the lease agreement adequately, including cleaning as listed in the lease. I took a video of the cleaned unit right before turning in my keys, but a few days later, I received an emailed document of my move-out statement showing that I was being charged a $115 cleaning fee, with no details as to why I was receiving the cleaning fee. I reached out to the community manager, Alyssa B****, many times following that email, with disregarding responses and no resolution provided. Alyssa claimed that each unit requires a professional cleaning service, but did not point out where that statement was in the lease agreement. The lease agreement says "Cleaning: You must thoroughly clean the apartment, including doors, windows, furniture, bathrooms, kitchen appliances, patios, balconies, garages, carports, and storage rooms. You must follow move-out cleaning instructions if they have been provided. If you don't clean adequately, you'll be liable for reasonable cleaning charges." (page 6, item 47) At this point, Alyssa has not provided contact information for who I can reach out to in order to contest the fee, and Bowers Residences has sent me a payment for my refunded deposit that still charges me the cleaning fee. I don't know who to contact to contest this charge.

  Business Response

  Date: 07/24/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns with us. We're sorry to hear about the frustration you experienced regarding the cleaning charge after your move-out from Bowers Residences. We understand how important clarity and follow-up are, especially during the move-out process.
  We’ve contacted the local team at Bowers Residences and their leadership so they can look into this matter further. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns and provide more information.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team
  
  
  Ask ChatGPT
  

• Initial Complaint

  Date:07/23/2025

  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 received my move out fee from The Halifax Apartments in Phoenix, AZ on 07/22/2025. They are trying to add an additional $800 charge for carpet replacement that did not need to be done. I have called the office on multiple occasions asking for the pictures of the carpet to prove they needed to be replaced. Every time I call they are all magically in a meeting and no one is giving me a call back our is willing to provide the pictures as proof of damage.

  Business Response

  Date: 07/25/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration you've experienced related to the $800 carpet replacement charge after your move-out from The Halifax Apartments. We understand you've made multiple attempts to request photo documentation without receiving a response.
  We’ve contacted the local team at The Halifax Apartments along with their leadership so they can investigate your concern and have a Greystar representative reach out to you directly within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/23/2025

  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.

  My wife and I are in the military so we moved from South Carolina to Mississippi recently. The townhome we moved out of (Villas of Carolina Forest) has been incredibly hard to get in touch with even before we moved. We were told that after 30 days we would get our security deposit back. It’s been almost 2 months and we can’t get in contact with anyone in the leasing office. I called last week and got thru surprisingly, the leasing officer told me her manager wasn’t in and that she would get her manager to call me back. That was last Monday and I haven’t heard from anyone since. I’ve called multiple times since then and have not gotten a call back. This company has been extremely difficult to deal with and on multiple occasions has “dodged” my wife and I’s phone calls. I’m at a loss and don’t know what to do. We need help asap.

  Business Response

  Date: 07/24/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're very
  sorry to hear about the difficulty you've had getting in touch with the team at
  Villas at Carolina Forest regarding your security deposit refund.
  We've contacted the property and their leadership team so
  they can investigate and follow up with you directly. A Greystar representative
  from Villas at Carolina Forest will reach out to you within 10 business days.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:07/22/2025

  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.

  I move out of the property and was supposed to get my security deposit refunded and it has been over 21 days and I have not received my security deposit. They also charge for carpet replacement which is normal wear and tear.

  Business Response

  Date: 07/23/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to
  hear about the delay in receiving your security deposit refund and your
  concerns regarding the carpet replacement charge after moving out of The
  Residences at Cota Vera.
  We’ve contacted the onsite team at The Residences at Cota
  Vera and their leadership so they can investigate your concerns. A Greystar
  representative will follow up with you directly within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/22/2025

  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.

  I paid a $200.00 deposit to Greystar and Avana Kennesaw. I applied for a home and got denied- this was on June 17th 2025 and today is July 22 2025. I have not gotten a phone call, email or anything from anyone. I have called to the point I am about to give up. I have reached out to the CEO (Bob F****) and he is no help. The leasing keeps pushing me off and telling me to call another number and that other number says they have no record of me. I called corporate over 10 times and left voicemails and no one will answer. I called the leasing office back in one last attempt to get my money and they denied giving me the regional managers work email. I am tired and I just want my $200 like I was promised.

  Business Response

  Date: 07/24/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're very
  sorry to hear about the lack of communication and the frustration you've
  experienced while trying to obtain a refund for your $200 deposit following
  your application denial at Avana Kennesaw.
  We’ve reached out to the team at Avana Kennesaw, as well as
  their leadership, so they can investigate your situation and follow up with you
  directly. A Greystar representative will be in touch with you within 10
  business days to address your concerns.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/21/2025

  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.

  Today 07/21/25, at my apartment complex Woodshire Apartments roofers began replacing the roof on my building. Woodshire gave none of us any forewarning, and a complete lack of consideration. All tenants entering or leaving have to walk over piles of debris, shingles and roofing nails, we were not told to move our cars to avoid damages, one of my neighbors now has a hole through her roof into her apartment ceiling, and there are now several huge cracks in my ceiling and light fixtures are breaking. The roofing company they used isn’t even an actual company, I am extremely concerned of my safety and all other residents safety. I am currently sitting in my living room watching my ceiling light come out of the ceiling. Not to mention the workers are doing numerous osha violations, walking up unsecure ladders, carrying huge things with one arm walking up the ladders. They are also blowing all debris off the roof onto everything below. Again no one was given any forewarning about this or how to prepare or what to expect

  Business Response

  Date: 07/23/2025

  Hi *******,
  Thank you for bringing this to our attention. We're very sorry to hear about the conditions you've described at Woodshire Apartments during the roofing project, and we understand how concerning this situation must be for you and your neighbors.
  We’ve contacted the onsite team and leadership at Woodshire Apartments so they can investigate and follow up with you directly. A Greystar representative will be in touch with you within 10 business days.
  We appreciate your patience while we look into this further.
  Best regards,
  The Greystar Team