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

• 

  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  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.

  On OctoOn OOn October 8th, 2024, I applied for an apartment at a complex called Caldera. The property manager, Ashley M****, informed me that I needed to pay an application fee of $55 and a holding fee of $250. She also mentioned that I would receive a refund of the holding deposit if I wasn’t approved for the apartment.
  
  However, a month later, I received an email stating that I owed move-out costs equal to the refunded amount, which included the application fee. I reached out to the property manager to request a breakdown of these move-out charges, but despite multiple attempts, my inquiries were ignored.
  
  I would like to resolve this issue either by agreeing on the amount owed or having the charges completely removed, as my credit is being negatively affected by this negligence on the staff's part.

  Business Response

  Date: 04/04/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the confusion regarding the charges from your application experience at Caldera in Chandler, AZ. We understand how frustrating this must be, especially since you've tried to get clarification multiple times.
  We’ve contacted the Caldera team and their leadership so they can investigate this further. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and work toward a resolution.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:04/02/2025

  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 am writing to formally file a complaint regarding an ongoing issue with Mosaic Apartments (500 Race Street, San Jose, CA). On September 6, 2023, the unit above mine flooded, rendering my apartment uninhabitable. As a result, I was instructed by the leasing office to vacate my apartment and stay in a hotel.
  At the time of the incident, I had already paid my full rent for the month of September ($3054.00). I was assured that I would be reimbursed for the rent I paid, as I was forced to vacate the premises through no fault of my own. Despite my efforts to resolve this matter, including ongoing email correspondence with the management team since November 2023, I have yet to receive any reimbursement.
  I have been told multiple times that the matter is being handled by insurance, but months have passed without resolution. I am now at a loss for how to proceed, as the situation has not been addressed in a timely manner, and I have been unable to obtain a clear answer.
  I am happy to provide the email correspondence to support my claims. I kindly request your assistance in resolving this matter, as I do not know where else to turn.

  Business Response

  Date: 04/03/2025

  Hi *******,
  Thank you for sharing your concerns with us, and we're sorry to hear about the experience you've had at Mosaic Apartments following the flood incident in your unit back in September 2023.
  We understand how frustrating it must be to have to vacate your home unexpectedly and then face ongoing delays in resolving the rent reimbursement. We've contacted the team at Mosaic Apartments, along with their regional leadership, and asked them to investigate the situation. A Greystar representative will be reaching out to you directly within the next 10 business days.
  Thanks again for bringing this to our attention.
  —The Greystar Team

• Initial Complaint

  Date:04/02/2025

  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.

  We moved out of the fairways at raccoon creek in July. Colorado law states that a refunded deposit should be issued within 60 days of the move out date. it is now April 2025 and we have yet to receive the deposit check. We verified the new address on file as well as received confirmation that we will be getting the refunded deposit but have yet to receive it. In the lease agreement it states we have $1300.00 available in refundable deposits.

  Business Response

  Date: 04/03/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear that you have not yet received your refundable deposit from your former home at The Fairways at Raccoon Creek. We understand how frustrating this delay must be, especially given the time that has passed since your move-out.
  We've contacted the team at The Fairways at Raccoon Creek, along with their leadership, so they can review the situation and follow up with you directly. You can expect to hear from a Greystar representative within 10 business days to help resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:04/02/2025

  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.

  This company Greystar property management has an apartment complex that has taken my money and hasn't given back it's been 3 weeks. I was told it would take 7 days for them to send me a check. Which I was never told they would not be putting the money back on my card. I kept questioning why couldn't it be put back on my card and they haven't given me an answer except that it had to come in a check. I've checked the reviews on ****** and found that they've done a lot of hard working people this way. I am trying to get an apartment not hustled out of my money. I had paid $300 which was two application fees and the processing fee which was refundable. I have emails saying this.

  Customer Answer

  Date: 04/03/2025

  The apartment complex is called Park at 33rd in Phoenix, Arizona. 17216 N. 33rd Ave. 85053 the phone number is 602-833-2058

  Rebecca is the person that has been emailing me 

  Business Response

  Date: 04/04/2025

  Hi *******,
  Thank you for reaching out and sharing your experience with us. We're sorry to hear about the delay in receiving your refund and the lack of clarity around the process.
  We’ve contacted the onsite team at Park at 33rd in Phoenix and their leadership team so they can investigate this for you. A Greystar representative will reach out to you within 10 business days to follow up directly and provide next steps.
  We appreciate your patience as we work through this.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/29/2025

  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.

  On January 8, 2025, Greystar (Avana on the Platte) issued a final move-out statement billing me $847.50 in fees for my former apartment (Unit #*****), in addition to withholding my $125.00 security deposit. The charges included:
  • Carpet Cleaning: $297.50
  • Cleaning Fee: $120.00
  • Painting: $275.00
  • Drywall Repair/Paint: $100.00
  • Trash Removal: $30.00
  • Blind Replacement: $25.00
  I promptly disputed these charges via email on January 13, agreeing only to pay $55 for trash removal and blind replacement. The remaining $917.50 in charges were unsupported by sufficient documentation and violate Colorado Revised Statutes § 38-12-103, which prohibits landlords from deducting for normal wear and tear.
  On March 19, 2025, Lynn R*** (Greystar) responded stating invoices had been sent and extended a 25% discount. However, the invoices provided fail to justify the charges:
  Carpet Cleaning Invoice (Invoice #*********) shows $297.50 in line items including vacuuming, backing cleaning, pet sealant, carpet stretching, and BioKill — none of which are supported by photographic evidence showing need or damage. These are excessive treatments not reflective of standard turnover and were performed without my consent.
  General Cleaning Invoice (Invoice #INV18412) lists a $125.00 line item labeled “Vacant Clean – #***** 1x1,” yet I was charged $120.00 and given no breakdown of what was cleaned or why it was considered beyond normal use. Again, photos provided do not show excessive dirt or damage.
  No invoice has been provided for the $275.00 painting charge or the $100.00 drywall repair/paint charge, despite multiple requests. These charges are presumptively invalid without itemized justification or evidence of tenant-caused damage.
  Colorado law requires specific itemization and justification for charges deducted from a security deposit. The invoices provided are vague, duplicative, and lack necessary documentation to justify billing for anything beyond routine landlord maintenance.

  Business Response

  Date: 03/31/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the frustration you experienced regarding the move-out charges at Avana on the Platte, including the charges you feel were unsupported or not properly documented.
  We’ve contacted the team at Avana on the Platte, along with their leadership, so they can investigate your concerns. A Greystar representative will reach out to you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:03/29/2025

  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.

  Civic Square apartments by Greystar is saying we owe over $1500 in back rent. They use **** Rewards to take payments for rent and utilities. I have always pressed “pay full balance” and it has shown $0 every month. When we tried to move out, we were told that we have not been paying full rent since Oct. of 2024 and there were charges on our ledger for “month to month rent adjustment”. On 2/22, the property manager told us our base rent was $2875 and our prorated amount until 3/15 would be $1391.13. He did not mention a prorated amount for the month to month fee. Now our ledger, that we had never seen before we moved out, says we have not paid the full rent since September of 2024, even thought **** rewards always said our account was paid off. Civic Square integrates their accounts with ****, so **** charges exactly what Civic Square tells them to. Now our ledger says our base rent for March is $3127, even though **** had it as $2875 and the property manager told us the exact same number. Now they are saying we owe over $1800 in back rent, even though the **** system was never notified of the change in the ledger. They took our $1000 deposit and want $879 more dollars.

  Business Response

  Date: 03/31/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the confusion and frustration related to the rent charges and use of **** Rewards at Civic Square Apartments.
  We've contacted the Civic Square property team and their leadership so they can review your account and investigate the situation. A Greystar representative will be in touch with you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:03/28/2025

  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 am a tenant at Ascent Peachtree (161 Peachtree Center Ave NE), a property managed by Greystar Real Estate Partners. Since at least 02/2024, I've encountered countless issues that I believe constitute unlawful harassment and violations of my rights as a tenant under Georgia Law including but not limited to: Deceptive pricing practices, retaliation, personal harassment (i.e. threatening statements/behavior, verbal harassment, emotional manipulation, purposefully lowering quality of life, physical assault, etc.), denying rent payment, disabling access to payment portal, withholding amenities, mail tampering, notices to vacate/non-renewal notices without justification, false lease violations, entering unit without permission or notice, ignoring requests/communications, refusing to make timely repairs, maintenance neglect, etc. Denying Rent Payment: Despite consistent efforts to pay rent through the established channels, management has repeatedly refused to accept my payments without justification. They've even gone as far as to disable my access to pay on the portal prior to the due date and held on to cashier's checks that I sent via certified mail for several months without any explanation. Harassment/Intimidation: Property staff have threatened me repeatedly, made unauthorized visits to my apartment without prior notice (leaving my door unlocked), and continue to engage in behaviors that any reasonable person would perceive as bullying/intimidation. Additionally, I've been unjustly denied access to amenities and experienced repeated incidents of harassment e.g. property staff threatening me and demanding I leave common areas such as the lobby without reason. I've reported these incidents to the regional property manager, Chaunetta Y****, and received no meaningful response. Ms. Y**** is now retaliating against me for reporting these habitability and safety concerns. Something must be done about the management at this property.

  Business Response

  Date: 03/31/2025

  Hi ****,
  Thank you for taking the time to share your concerns with us. We’re sorry to hear about your experience at Ascent Peachtree, including the challenges you’ve described related to rent payments, communication, and interactions with the onsite team.
  We've reached out to the property and regional leadership teams at Ascent Peachtree to look into this matter further. A Greystar representative will contact you directly within 10 business days to discuss your concerns and follow up.
  We appreciate your patience while we conduct a thorough review.
  – The Greystar Team

• Initial Complaint

  Date:03/28/2025

  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 moved into a greystar managed apartment Landsby late Jan 2025. In the leasing contract, I should be assigned a parking spot. But the leasing office was able able to assign me one when i moved in and they promised to provide an assigned parking in one or two weeks after moving in. And it's end Mar now which is 2 months since i moved in but i still did not get an assigned parking. I've reached out to the office in person or on the phone for over 10 times but nothing worked out.

  Business Response

  Date: 03/31/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the ongoing issue regarding your assigned parking spot at Landsby, and we understand how frustrating this must be—especially after repeated follow-ups.
  We've reached out to the onsite team and leadership at Landsby so they can review your situation and follow up with you directly. A Greystar representative will be in touch within 10 business days.
  We appreciate your patience while we look into this further.
  – The Greystar Team

• Initial Complaint

  Date:03/28/2025

  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 moved out of the property Allure Temp on 3/5/25 and still haven’t received my security deposit. The property has 14 days from my move out date to refund my deposit. That time has passed and they keep giving me the run arounds. My move was processed a week late for a reason I don’t understand. I’ve kept them up to date on the process but they didn’t seem prepared. I had to remind Kate to send me the documents I needed to sign to get the move processed.

  Business Response

  Date: 03/31/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay you've experienced in receiving your security deposit after moving out of Allure at Tempe. We understand how frustrating that can be and apologize for the inconvenience.
  We've contacted the onsite team and property leadership at Allure at Tempe so they can investigate this issue and follow up with you directly. A Greystar representative will be in touch within 10 business days.
  Thank you again for your patience.
  – The Greystar Team

• Initial Complaint

  Date:03/28/2025

  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 a current resident in a Greystar-managed apartment community and am formally disputing a $1,920 charge related to my previous unit within the same complex. The charges include painting, reglazing, and cleaning—much of which falls under normal wear and tear as defined by California Civil Code §1950.5.
  
  The invoice justifying these charges was dated prior to my move-out/transfer date, which calls into question whether the work was ever associated with my tenancy at all. Additionally, I submitted a move-in condition form when I originally took possession of the unit, yet I’ve been told no such form is on file.
  
  We currently live in a different unit in the same community, and upon move-in, we discovered several maintenance issues that had not been addressed—including:
  
  A vandalized garage wall
  
  A broken toilet
  
  Water-damaged baseboards
  
  A rusted interior in the dishwasher
  
  Wall damage in multiple areas that had simply been painted over
  
  After we brought these issues to the attention of maintenance, they agreed to complete the repairs. While we appreciate their response, this only reinforces my concern: Greystar appears to be billing residents for work that is not actually being completed, either during or after move-out.
  
  My experience has been further soured by short, unhelpful communication from most staff (with the exception of one team member, Emmena), and the feeling that my household is being held to a different standard than others in the complex.
  
  I am seeking the removal of the unjustified $1,920 charge, as well as an internal review of the company’s billing and maintenance practices. I’m hopeful the BBB can assist in bringing transparency and fairness to this situation.

  Business Response

  Date: 03/28/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the experience you've had regarding the disputed $1,920 charge from your previous unit at Milano Apartments, and the condition of your current unit upon move-in.
  We’ve contacted the team at Milano Apartments along with their regional leadership so they can investigate the concerns you’ve raised and follow up with you directly. A Greystar representative will reach out within 10 business days.
  We appreciate you bringing this to our attention.
  – The Greystar Team