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

• 

  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:04/10/2025

  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.

  In June of 2024, we moved to Charlotte, NC from Jacksonville Florida. In doing so, we applied to a few apartment communities. Residences at Brookline was one of them and they denied approval. This meant that per their rules, they would refund the Admin fee for both myself and my husband (***** ******). We never received anything. We called several times and sent many emails. They had me reach out to some company that was not able to assist and stated that they had no idea as to why they had us call them. I've attached the emails I do have. The manager requested that I email the updated address for us here in Charlotte, which I immediately did, yet we still never received anything. It will be a year in June and I'm shocked that a luxury apartment community would take one through so much for a simple refund. I've lost track of everything and normally think about this every few months or so and check in. I checked in with the community today but as always, I doubt I'll here anything. Can you guys please assist with receiving what is owed to us? If needed, I can be reached at ###-###-#### or husband can be reached at ###-###-####.

  Business Response

  Date: 04/10/2025

  Hi ********,
  Thank you for reaching out and sharing your experience with us. We're sorry to hear about the difficulty you've had trying to get a refund following your application to Residences at Brookline. We understand how frustrating it can be to follow up multiple times without resolution.
  We've contacted the onsite team and their leadership at Residences at Brookline so they can review your concerns and the history of your request. A Greystar representative will follow up with you directly within 10 business days.
  Thanks again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/09/2025

  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.

  My Name is ***** ****** . I recently moved out of Avana Eldridge apartments owned by greystar. The lease was up 3/26/2025 in apartment 1036. I gave the apartments their 60 days notice, though I moved out at the beginning of March I still paid the full month of March rent . I received an email from Sharon J***** on 4/8/25 stating that I owe $916.41. I have asked for an itemized statement .No one has given me an answer on why I owe this amount of money nor is answering the phone .could you please help me on resolving this issue. Thank you . ***** ******

  Business Response

  Date: 04/10/2025

  Hi *****,
  Thank you for reaching out and letting us know about your experience after moving out of Avana Eldridge. We’re sorry to hear about the difficulty you've had getting clarification regarding the charge of $916.41 and your request for an itemized statement.
  We’ve connected with the team and leadership at Avana Eldridge so they can review your account and follow up with you directly. A Greystar representative will be in touch within 10 business days to help clarify and address your concerns.
  Thanks again for bringing this to our attention.
  – The Greystar Team 

• Initial Complaint

  Date:04/09/2025

  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.

  My husband and I moved out of an apartment managed by Greystar September 15, 2024. Greystar initially said that we still owed them approximately $80, this included after they made deductions from our $600 deposit. This included erroneous over charges & double charging from a utilities bill; there were no charges for damages to the unit. After a lot of getting the run around from Greystay, they have finally admitted (verbally over the phone) that my husband and I do not owe them money, they owe us money, in the amount of $251.24. However, they are now telling us that they (Greystar) no longer manage the property we had rented and that the new owners are responsible for returning our deposit. My husband visited the apartment complex and the manager said, no they are not responsible for returning our deposit, Greystar is responsible for the return of our deposit.

  Customer Answer

  Date: 04/10/2025

  The property is called The Trails at Canyon Creek.

  Business Response

  Date: 04/10/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the frustration you’ve experienced regarding the refund following your move-out from The Trails at Canyon Creek. We understand how confusing and frustrating it can be to get conflicting information.
  We’ve contacted the team at The Trails at Canyon Creek, along with their leadership, so they can review the situation and follow up with you directly. A Greystar representative will be in touch within 10 business days to discuss your concerns further and help clarify the next steps.
  Thanks again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/09/2025

  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.

  July 22, 2024 I paid a nonrefundable application fee of $180.16 and informed the Employee Heidi in person and over the phone that I would have additional pay stubs to add to my application after I began my second job within the span of 2 weeks. Our correspondence extended to August 3, 2024, when she unreasonably closed my application without fully processing the information provided. I followed up on the case with my credit card company and through ***** ****** (08/16, 08/27, 09/02, 09/06, up to 04/05/2025) without a resolution provided.

  Business Response

  Date: 04/10/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the experience you had during your application process at Fountainhead Apartments—specifically around the timing of your additional income documentation and the decision to close your application.
  We’ve contacted the onsite team and leadership at Fountainhead Apartments so they can review your situation in detail. A Greystar representative will follow up with you directly within 10 business days to discuss this further.
  Thank you again for reaching out.
  – The Greystar Team

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been complaining about my upstairs neighbors since I’ve moved in. I moved in out here in December. Been calling the office since January complaining and most they say is to keep calling. My neighbors are ridiculously noisy. The times that they make the most noise are insane. They always start around 10 PM and carry throughout the night all the way through till 3 AM. Sometimes the noise stopped from there but picks back up around 6 AM. The Most office the office do is tell me to call, who’s getting up out of there sleep at 12 in the night at 2 AM in the morning to call about a noise complaint while I’m trying to sleep because I have to in at 4 AM on some days . everything is I have been calling almost every night and when I go up there to the office to complain, they say oh yes, I received your calls. Continue to call. What do you mean? Continue to call. Then they asked me wht do I be hearing and I tell them it sounds like dogs jumping around. They proceed to tell me the neighbors aren’t supposed to have any dogs record it and they will send them a violation. I record multiple videos email them and it’s still the same thing. I asked them how many calls does it take for the violation to go through they tell me “I don’t know” , but I thought you said you could send it through after I sent y’all the videos of the dogs. I’m just annoyed.. 4-5 months staying here.. not one late payment nor violations and can’t even get a peaceful night of sleep. Like I promise the noise is so loud some night I’m jumping out my sleep thinking someone is trying to break in

  Business Response

  Date: 04/09/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're very sorry to hear about the ongoing noise disturbances you’ve been experiencing at Upton at Longhorn Quarry, and how disruptive this has been to your ability to rest—especially given your early work schedule. We understand how frustrating it must be to feel like your complaints haven’t resulted in meaningful action.
  We've contacted the team at Upton at Longhorn Quarry, along with their leadership, so they can investigate further. A Greystar representative will be in touch with you directly within 10 business days to discuss your concerns and next steps.
  Thank you again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/06/2025

  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.

  Our water smelled so bad when we moved in that it stained our body, dishes, and anything that it touched . We could not drink, bathe, or cook using this water and for the next 4 weeks we relied on water bottles. my water was not usable or drinkable water until October . 5 weeks after i moved in.
  On the day of move in we were racially profiled. After less than 15 minutes of being there we were approached by Doug . he asked did we know another black family that was sitting on the completely opposite side of the patio because they were smoking and he wanted to remind us there was no smoking. We had no interactions with that family nor did we agree that we knew them so the comment about smoking was simply made because both families were black. outdoor parking is $30/ mo and garage parking is $125. After moving in we noticed the gate on the garage had been broken for months. we simply decided to remove the vehicles all together until the garage was actually fixed and we were using what we were paying for.I was charged 2 late fees (1 in jan. 1 in feb) although my payments were not late. There was a month where we expressed rent would be late. During that month i was charged 2 late fees for a one month cycle. After 3 weeks of emailing the property manager i didn’t get any answer… they take 1-3 weeks to respond to simple things like questions, concerns, and maintenance requests.My neighbor who lives to the right of me is extremely racist. The female occupant has called me racial slurs on several occasions. They have violated me in many ways including coming to my apartment late at night, calling the police for false reports (which have been proven) , and making false noise complaints. i emailed the property about receiving complaints on days when no one is occupying the unit. i was told that if the neighbor said it was my unit there’s nothing they can do about it even after i gave proof that i was out of town. my ****** review can be read for more details under The Westlyn

  Business Response

  Date: 04/08/2025

  Hi *,
  Thanks so much for sharing your concerns with us. We're really sorry to hear about your experience with the water quality, parking garage issues, inaccurate fees, and the interactions you described at The Westlyn. We take all resident feedback seriously, especially when it involves concerns about health, safety, and how our team responds to your questions and needs.
  We’ve reached out to the local team and leadership at The Westlyn so they can investigate everything you’ve shared and reach out to you directly. A Greystar representative will be in touch with you within the next 10 business days to follow up.
  – The Greystar Team

• Initial Complaint

  Date:04/05/2025

  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.

  Hello, Im in the military and was living at a Greystar apartment complex. I was given orders to deploy for the military for 6 months. I gave 30+ days of notice and a physical copy of my orders to the apartment complex. They acknowledged that and accepted that and when i moved out sent me a final statement of $74.47. Greystar then sent me a final statement of over $3000. I had called them and got into contact with Sharron J***** from Greystar, they said they were unaware of my military orders and she said i would stay have to pay a months rent even either orders, she then said she would call my apartment complex and call me back when it was resolved. It has been over 2 weeks, I have tried contacting her, greystar and my apartment complex through emails and phone calls and have not gotten a response or a update on the situation. Im trying to resolve the billing as this is really stressful especially with me being on the other side of the world in a different time zone.

  Business Response

  Date: 04/07/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're very sorry to hear about the confusion and stress you've experienced regarding your billing after move-out from Bella Tess, especially given your current deployment and time zone challenges. We sincerely appreciate your service and understand how important it is that this gets addressed properly.
  We’ve contacted the team at Bella Tess and their leadership, so they can investigate what occurred and follow up with you directly. A Greystar representative will be reaching out within 10 business days to go over the matter with you.
  Thanks again for your patience and for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/04/2025

  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.

  In February I met with the business manager Daylon Z****** to break my lease. They agreed that I would have to pay my final month’s rent for March and a fee of $7,600 to break the lease.
  
  I moved out on March 9th and provided the key to them on March 10th. So I paid close to $10k for my final 9 days.
  
  Fast forward I thought all was good to go. On April 1st I get an email that I owe rent money. I just paid 10k so did not expect to pay more. Now I am being asked for like $91+ dollars due to prorated rent fees. How do I have prorated rent fees if I paid my final month and cancelled the lease?
  
  
  I tried resolving this with the business since for their own account purposes they put April I would have been fine showing I paid $10k and the lease ended mid month.
  
  The business agreed that information was miscommunicated but will just do right by someone who paid everything they asked.

  Business Response

  Date: 04/07/2025

  Hi *******,
  Thanks for reaching out and sharing the details of your experience. We're sorry to hear about the unexpected billing confusion following your lease break at Canyon Park, especially after paying the amounts agreed upon.
  We’ve contacted the property team and their leadership to look into the issue. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 19th, 2023, I entered into a lease with Avana Tempe Apartments. This lease was then approved and stated that I would be able to move in and begin paying rent on December 29th, 2023. I paid Avana Tempe a security deposit of $750 ahead of our move in, obtained renter's insurance, and even cleared my ESA pet with their office. However, on that day when we arrived to the apartment, with a uHaul and family members that flew in to help me move, they told us at the last minute that our unit was not yet ready. I understood that the issue was unexpected, but Avana Apartments continued to delay my move in and failed to provide me with any proper update regarding the issues happening within the unit. I had already severed my previous lease with where I was residing prior to November 2023 and was temporarily displaced because of Avana Apartments. I decided to get out of my lease with Avana and pursue housing at a different complex. I reached out to Avana numerous times in an attempt to get my security deposit back, but these attempts have been futile. All I ask is that Avana Tempe refund me my deposit with interest.

  Business Response

  Date: 04/04/2025

  Hi ********,
  Thank you for sharing your experience with us. We're sorry to hear about the issues you faced trying to move into Avana Tempe, and the frustration this situation has caused—especially with the delay, the lack of updates, and your attempts to follow up regarding your deposit.
  We’ve contacted the onsite team and leadership at Avana Tempe so they can investigate your concerns. A Greystar representative will reach out to you within 10 business days to follow up directly.
  We appreciate your patience as we work to get this resolved.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:04/03/2025

  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 am filing a formal complaint against Vox Apartments (managed by Greystar) due to their improper and unjust handling of my security deposit refund. I moved into Vox on September 11, 2023, and moved out on January 10, 2025. At move-in, I paid a security deposit of $750, with Vox agreeing to return this deposit in compliance with California tenant law upon fulfillment of lease terms.
  
  Vox has refunded only $195, claiming it covers a waived cleaning fee. I acknowledge minor paint damage on some parts of the wall, but this repair should realistically cost no more than $50. Therefore, I am disputing the unjustified withholding of the remaining $500 from my security deposit.
  
  Additionally, the maintenance team explicitly promised me verbally, during their inspection prior to my move-out, that I would not be charged for the damaged sliding door. However, a Vox representative later unreasonably demanded written documentation of this promise. This request is ridiculous and unfair, as the assurance was given verbally by their own staff during an in-person inspection, and I have no means, obligation, or responsibility to provide written proof at this time.
  
  Further, Vox processed my refund significantly later than the legally required 21-day period, clearly violating California tenant law. Despite communicating via email, I attempted numerous times to reach out to their community account support, Ragan M******, who has been intentionally ignoring my calls. Throughout our communication, Vox representatives have provided vague and evasive explanations, shifting responsibility and failing to resolve the matter fairly or transparently.
  
  I demand that Vox immediately refunds the disputed $500 and complies fully with their legal obligations under California tenant law. I expect a prompt and clear response to resolve this matter.
  
  Sincerely,

  Business Response

  Date: 04/04/2025

  Hi ******,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about your experience with the deposit refund process at Vox Apartments in Los Angeles, and we understand your frustration regarding the timing and the lack of clear communication.
  We’ve contacted the property team and their leadership to investigate your concerns, including the refund amount and timeline. A Greystar representative will follow up with you directly within 10 business days to help resolve the matter.
  We appreciate your patience as we work through this.
  Best regards,
  The Greystar Team