Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Greystar

  465 Meeting St # 500 Charleston, SC 29403-4832

• 

  Greystar Management

  701 T. C. Jester Houston, TX 77008

• 

  Greystar Management

  7373 Ardmore Street Houston, TX 77054

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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:05/15/2023

  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 April 2023, an application for an apartment at the Beverley at Denton (The Mark at Denton) was completed, an application fee was paid and the application was denied, so no further action was taken on our (Melody Nelson and Diane Valek) part. The only paperwork not done on line was the denial letter that has no Beverley contact information. (attached)
  
  I received this notice from Graystar, via email (attached), that fees were owed for the move out and cleaning (attached). I attempted to contact, via email, with no response and by phone listed on the number provided in the email.
  The phone call was answered confirming that the number was Greystar and transferred. The gentleman informed me that it was my responsibility to contact the Beverley and get this billing situation corrected. He then hung up on me. I don't have a number for the Beverley except the number listed in the Graystar email and that number states that the number has been disconnected and no longer in service. Please assist.

• Initial Complaint

  Date:05/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at Monterey Townhouse, *** ******** ***, Monterey, CA 93940-6876 - owned and operated by Greystar. According to their move out statement I am owed $529.82 on my $1150 security deposit. I dispute the $450 in purported "clean up" charges--for which no itemization of charges was provided. Even still, the landlord has refused to refund me the $529.82 -- that amount has not shown up at the forwarding address the landlord does not pick up the phone.

• Initial Complaint

  Date:05/12/2023

  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.

  The date of payment was on March 5, 2023. They emailed a statement on March 8, 2023 saying that I would receive $204.60. My partner and I both applied and each paid $168.68 which totaled $337.36. After weeks of not receiving the check in the mail, I went back to check the address on the statement and they did not include the apartment number which was on the application originally when we applied. I called their apartment complex The Pointe at South Mountain on March 21, 2023 and was advised to send them an email with the correct address. I then followed up again on May 3, 2023 and was advised that it was processed on 4/24/23 and if I didn’t receive it by 5/10/23 to call back and I followed the instructions given and called back and was told they would have Assistant Manager look into it and call me back. Still have not heard back from the property. Very unprofessional experience overall.

• Initial Complaint

  Date:05/12/2023

  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.

  My husband and I lived at the village on the lake apartments in Houston, TX & moved out on 3/16/23. I was sent a week later a statement showing move out charges, in spite of the $500 deposit we were charged $688.76. This is primarily because we were charged $1000 for the 2 small areas of carpet damage in the 2 bedrooms (the rest of the apartment is wood style vinyl flooring)
  Carpet does wear with time and in the state of Texas apartment communities are required to take carpet depreciation/ how long it has been since the carpet was last changed/ and other factors into consideration before charging tenants.
  Therefore since $1000 is excessive and we aren’t responsible for the cost of them replacing ALL the carpet I want an explanation of charges.
  I have been calling and calling, left several voicemails with the number I was given by the property for the “greystar contact” and after 3 voicemails and a month passing I finally got a call from a Brianna Thornberry (in receivables department) She was very combative and also had no idea of where they got the charges from.
  I told her I wanted invoices and proof of the charges & after the call she accidentally emailed me what she meant to send to another department- asking them to provide her with proof of how they came to that balance. Apparently she never had the invoice.
  It has now been 2 weeks and I’ve gotten no response, my emails have been ignored & I am to the point I will take further action purely based on principle against greystar if I need to.
  This has been the most unprofessional, incompetent and mismanaged realty company I’ve ever dealt with.
  If the invoice and quotes are not produced in a week I will be taking further action. If the balance gets sent to collections in the process, we will have a way bigger issue.

• Initial Complaint

  Date:05/11/2023

  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 03/07/2022, I paid $500 security deposit to Greystar mResidences Silicon Valley, formerly Oakwood Silicon Valley.
  
  We were tenants of mResidences Silicon Valley,
  870 E El Camino Real, Sunnyvale, CA 94087
  
  Our lease ended on February 13, 2023.
  Greystar owes us our $500 security deposit refund.
  
  It has been months and Greystar still has not provided a full refund of our $500 security deposit, nor any response.
  This is illegal because the requirement is 21 days, and it has been well over 21 days.
  This violates California Civil Code Section 1950.5 which provides that within 21 days of a tenant vacating the property the landlord must give the tenant the full refund.
  
  This is fraud and we are prepared to sue you in small claims court if you do not refund us for 3 times the amount = $1500 security deposit refund.
  
  I have attached my proof of payment for $500 on 03/07/2022 for the security deposit.
  
  Please provide an update now on when you will give us our $500+ refund.

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to lease an apartment on 3/1 at this complex. The site listed an apartment as “available now” so I applied for it. I left multiple messages and called the rental office continuously for 2 days not able to get ahold of anyone after I got an email stating my application was approved for a move in date of 3/4. Once I finally got the rental office to pick up the phone and she checked on the apartment, she called me and stated “that apartment is one of their classic not renovated ones and that the last tenant had put contact paper all over the cabinets which is peeling off and they are not fixing that”. No where on their site does it state they rent non-renovated apartments nor that they rent apartments not fixed from the previous tenants. I advised that is false advertising and no t good enough and that I wanted to be given a clean renovated apartment as they advertise for the same rental rate. She stated that is not an option and would not direct me to the property manager.
  I then went online to look at their reviews and they are all full of neglegent criminal behavior on the part of the apartment complex. This company should be shut down by the health department as well as being held responsible for their illegal business practices.
  At this point I want the $460 I was required to pay at the application time returned to me. I won’t live in a dirty non-kept/managed apartment complex.

• Initial Complaint

  Date:05/11/2023

  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.

  Prose Fairview Greystar apartments in Covington refuse to refund my upfront costs that I paid after the leasing agent admitted to making me a minor on my application in order to “get me off the application” and then refused me keys to the apartment I paid for. I asked for a refund for all costs I paid so I could seek accommodation elsewhere. There has been no communication from the leasing team as to when I will get my refund

  Business Response

  Date: 06/22/2023

  Please note we have contacted Ms. ******* and she has confirmed she received the deposit refund. She also mentioned she would consider removing the complaint from the BBB site, and hopefully, she follows through.

  
  

  
  

  Best regards,

  
  

  Garolyn M*******| Community Manager

• Initial Complaint

  Date:05/11/2023

  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 applied at Rivergate Apartments in Woodbridge VA in January 2023. I was working with the representative named Michael. When I applied, I had thought I was soon going to start my new job in Virginia since I was relocating from GA, but my employer had to resolve some difficulties regarding my proposed employment before providing a start date. Thus, my offer letter did not include a start date when I applied for Rivergate and they waited a few days until I can provide this offer letter with the start date. I did not receive this offer letter with a start date until April 2023, however, at this time, I was required to reapply at Rivergate. I called today and spoke with a female representative approximately 11am on 4/19/2023 and I asked her can my former $400 application fee I previously paid be applied to my new application. She responded no. Thus, I asked her can I get a partial refund, which I was previously promised by the manager. She told me no. I told her that t he manager had previously promised me at least a partial refund or that my application fee can be applied to my new application or be waived. This lady I talked to refuted any of the above options. I then told her that I was told that I was told by Michael that I would get some of my money refunded once I moved in anyway, however, this lady conconcted a reason why I would not get a refund and that is because they had a special at the time in January 2023 in which the applicant would only be refunded if he/she moves into her apartment by January 30, 2023, however, I told her that I knew nothing of this special and she was unable to provide proof of such policy nor was it written on the application, yet she insists that this special prevented me from getting a refund. However, when she read to me that my move in date was March 2023 and that this special she spoke of would not have applied to me, thus Micheal did not have this special in mind when he stated I would get a partial refund, thus this was irrelevant when it was decided to receive a partial refund, thus the special did not prevent me from getting a refund, especially when I was promised a refund. I should not have to pay another $400 to continue the application process. It would be insane to pay a total of $800 to apply when I have already applied and not recieved my promised refunds.

• Initial Complaint

  Date:05/11/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against The Grove at Wilcrest regarding my move-out bill. My girlfriend and I were residents at The Grove At Wilcrest (used to operated by Finger Company, now operated by Greystar) until Apirl 14th in Apt 1274. We recently moved out of my apartment, and we received a bill that not only included cleaning, painting, but also a carpet replacement charge which is $578.02. However, our apartment only had wooden flooring, and the only carpeted area was the bedroom, which was a small area of 10x12.
  
  This was quite surprising, as we take good care of my apartment, and we cleaned the carpet every month. We also did a complete vacuum of the carpet before moving out. I have attached a picture that we took after cleaning that shows the carpet was in good condition, with no wear or tear, stains, burns, rips, or holes. Additionally, we never allowed pets in our bedroom.
  
  Generally speaking, if the carpet needs replacing due to normal wear and tear, the landlord can’t charge the tenant. I emailed to the property and also made a call to the the leasing office sharing my surprise and asking for an explanation. But I did not get any response yet. I find it unacceptable that The Grove at Wilcrest has charged me for a carpet replacement when the carpet was in good condition. I believe that this is an unfair and unjustified charge, and I am seeking your assistance to resolve this matter.
  
  I would appreciate it if you could investigate this issue and help me get the carpet charges of $578.02 removed. I am willing to provide any additional information that you may require to help resolve this issue.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ***** ****

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 23rd,2022, my old apartment unit 2046 was flooded because the pipe busted in unit 3046. The water flowed into my apartment and had caused significant damage to my belongings.I waited until December 28th to get a new apartment.
  I am disappointed with the way this situation has been handled, and the way I was treated:
  1. The leak was not addressed in a timely manner which caused the water flooded into 3 apartments. And I had to wait for 5 days to get a new apartment.
  2. I had to pay for extras due to apartment’s leasing team’s discrepancies in internal communication.
  I already informed assistant property manager on Dec 23rd, 2022, when my apartment was flooded, that I didn’t have my own renter’s insurance that covers personal belongings. In the morning of Dec 24th, 2022, The manager had a call with me and told me that I was covered by the leasing office for things listed as below after discussion with her manager:
  a. I can stay in the model home or go out to stay in a hotel. If I stay in the hotel, I can get reimbursement from Evoke.
  b. The apartment will find new unit for me and hire movers to move me into new units.
  c. The leasing management team will discuss internally to reimburse my personal belonging loss.
  
  However, on Dec 27th, 2022, the property manager denied all the offers which were given during the call.
  
  I am extremely frustrated about the situation. To resolve the problem, I request that I could get reimbursed:
  1. The hotel fee $145.77. I was told I could go out to stay in a hotel and get reimbursement from Evoke. I only stayed one night in the hotel during the 5 days waiting for Evoke to assign me a new apartment. I would like to get my hotel reimbursed as promised in the call with Danielle. I don’t have recording of the call, but I have message proof that I asked Danielle on if there’s any budget limit on the hotels.
  2. Reimbursement to my personal belongings loss and moving cost.