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

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

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:03/20/2025

  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.

  For the last year, I've been living in unsafe habitat conditions, forcing me to leave the rental property in November months ago. But I continued to pay since my sister lived in the apartment. Why did I leave? One morning, I woke up, and a bug was crawling on me, and I saw other bugs in the apartment. I had no choice but to move immediately. Once, Morgan Park canceled my extermination request without explanation. I am not sure if you know that cockroaches can significantly impact human health by carrying a wide range of bacteria and pathogens, potentially transmitting diseases like salmonella, staphylococcus, and streptococcus; additionally, their droppings and shed skin can trigger allergic reactions. Living long-term in a roach infestation environment can lead to infection, coughing, wheezing, and nasal congestion. California Department of Consumer Affairs, California Civil Code 1941.1 references that homeowners are required by law to provide their tenants with safe living conditions, which includes protecting them from any pest infestations. I exchanged emails with Greystar CEO Bob Faith, who, over 4 months of email exchanges, committed to resolving the issue.
  
  I vacated the property the first week in February. Now Greystar is trying to charge me $280 cleaning charge which was not listed in my lease and my photos (I shared with the management office (show the apartment was clean.
  
  My issues with Greystar are:
  
  1) 6 months living in a coach infestation housing community which was a housing department violation health hazard. I spenting $300 chemical.
  
  2) Fraudulently billing for services not rendered and utilities for the month in a vacant apartment.
  
  3) Charging me a cleaning fee not included in my original renters agreement
  
  4) Greystar's vendor insurance bills me monthly for the renters insurance I submitted in August 2024.
  
  These issue demonstrates Greystar's negligence in maintaining a habitable property and fraudulently changing for invalid services.

  Business Response

  Date: 03/20/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the challenges you experienced at Morgan Park, including issues related to habitability, pest control, and disputed charges.
  We have contacted the Morgan Park property team and leadership so they can investigate your concerns regarding pest control, billing, and fees. A Greystar representative will reach out to you within 10 business days to discuss this matter further.
  If there’s anything else you'd like to share, please let us know, and we appreciate your patience as we work through this.
  The Greystar Team

• Initial Complaint

  Date:03/20/2025

  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 is a complaint regarding the refund of my deposit that has not been paid to me within the timeframe provided by state law after I moved out of the apartment at the Avana on Broad property in Durham, North Carolina. I left the property in good condition and turned over the keys to the front office on February 3, 2025. I received a move out statement on February attached to an email stating that I would receive an email from a third party refund disbursement company within 14 days. In this email it defers you to call the third party company if you have questions regarding your refund, when I called and spoke with the third party they informed me they had not received the information from Greystar in order for them to facilitate the refund and that it could likely be 3-4 weeks instead of the 14 days stated in the email with the move-out statement. Today is March 20, 2025 and past the 30 days stated in North Carolina law that the landlord has to return a deposit. Any attempts at contact that have been made on my part to get any information or follow up with this matter have not been answered by Greystar. The front office at the property of Avana on Broad is very badly managed, they haven't answered any calls and haven't made an attempt to call me back after I have left voicemails. I have attempted to contact the local Greystar office in Raleigh, NC and there is no answer at their office either. I have attempted contact through the Greystar website and that has been left unanswered as well. I feel my requests are just a shout into the void of a big corporation that cares nothing for it's residents. I am just trying to be refunded for the amount of money that I am owed.

  Business Response

  Date: 03/20/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delay in receiving your security deposit refund after moving out of Avana on Broad. We understand how frustrating this must be, especially given the time that has passed.
  We have contacted the property team at Avana on Broad and their leadership to investigate this matter. A Greystar representative will be reaching out to you within the next 10 business days to provide an update and work toward a resolution.
  If you have any additional details or questions in the meantime, please feel free to share them, and we will ensure they are directed to the appropriate team.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/18/2025

  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 paid my rent and utilities charges every month at Nexus East. Today, a month after I've moved out, I was contacted by Kristel G***** who said I had outstanding charges on my account and she would be sending me to collections in two days. She would not let me speak, hung up on me, and did not answer my call back. I then contacted Nexus East Apartments who confirmed I paid my balances in full and sent me my legers. I contacted Greystar again who put me through to Kristel G*****, and she said that if Nexus East manager does not confirm with her by tomorrow, she will still send me to collections. I have my legers and utilities statements proving that I do not owe anything.
  Two weeks ago, I sent a complaint to Greystar about the Nexus East manager, Reno U*****. The fact that these utilities charges were added post-move out is retaliatory to my complaint. Greystar notifying me for the first time about this today, giving me less than 48 hours to resolve their issue before sending me to collections is incredibly dubious business practice.

  Business Response

  Date: 03/19/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. We apologize for the frustration this situation has caused you. We have contacted the Nexus East team and Greystar’s leadership team to review your concerns regarding the post-move-out charges and potential collections activity. A Greystar representative will reach out to you within 10 business days to discuss this matter further.
  If you have any additional documentation or questions in the meantime, please feel free to provide those directly to the property team when they follow up.
  Best,
  The Greystar Team

  Customer Answer

  Date: 03/19/2025

  Greystar is using an incomplete ledger to claim I have owed charges. Nexus East provided myself and them a complete leger that shows I owe $0.00. 
  

  The fees Greystar claims I owe include a $957 trash bill that Nexus East corrected. 

• Initial Complaint

  Date:03/18/2025

  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.

  Lack of Communication: The lack of clear and timely communication regarding the change in payment policies, specifically the discontinuation of money orders.
  E-money Order System Failure: The failure of the e-money order system and the lack of instructions provided, which led to the rejection of my payment and a delay in receiving my refund.
  Inconsistent Information: The conflicting information I received regarding the acceptance of money orders, with a money order being accepted in January 2025 despite claims that they were discontinued "last year."
  Refusal of Partial Payments: The refusal to accept partial payments, which further exacerbated the financial hardship caused by the payment system issues.

  Business Response

  Date: 03/19/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you have experienced regarding billing and payment processes at [Property Name]. We understand how frustrating it can be to receive inconsistent information and to encounter challenges with payment methods.
  We have reached out to the local property team and leadership to investigate this matter. A Greystar representative will contact you within 10 business days to review your concerns and discuss a resolution.
  If you have any additional details to share in the meantime, please feel free to reply to this message.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:03/18/2025

  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.

  Moved out of apartment, was sent a finalized bill of &1802.66 requested a detailed itimized list via phone call and email. Can not get ahold of Greystar community. In the final bill document, They are saying $500 is due to flooring, the floor was already messed up during move in, and peeling up in the apartment. We had called them but nothing was ever done. They are charging $500 for utilities which they have never been that much in the amount of time we lived there, and finally they are charging $ 802.66 and didn't document the reasoning. This is unjust and I want these charges removed.

  Business Response

  Date: 03/18/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding your final bill at Elan East Apartments. We understand your frustration and appreciate you bringing this to our attention.
  We have contacted the property team and their leadership so they can investigate the details of your charges, including the flooring repair fee, utility charges, and the unexplained balance. A Greystar representative will follow up with you within 10 business days to address your concerns.
  If you have any additional information or documentation that may assist in this review, please feel free to reply to this email.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/17/2025

  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.

  On 3/4/25, Management failed to address our concern about excessive noise generated by 4 equipments placed by the contractors hired by the Apartment, inside our apt kitchen to dry up the suspected wet floor caused by plumber incident . It was informed that the equipments will need to stay on for 3days, 24/7. The Noise is unbearable (video recorded). Management pushed our concern to their hired contractors which refused to work with us saying they only have agreement with the Apt, not us. Manager (Lindsey) stood behind the Contractors that insited the Unit is Liveable while we argued that is definitely Not, especially for 3days, 24/7. Manager refused to inspect and insisted to contact our Renter Insurance, which is also Greystar and had to leave at 4pm for personal appointment (office open until 6pm). We were left stranded and frustated. We had to locked our self up in bedroom the whole night and still have issue sleeping and kitchen is not accessible the whole time. The next day after we made strong complaint at about 11am. Lindsey advised they are working with the Contractor to book a hotel for us, and we ended up staying in the Hotel on the 2nd day. The 3rd day, Lindsey said that they decided to hire another contractor to remove the laminated floor and removed all 4 equipments. Contractor came the next day (day 4) and work on the floor. Found no issue since the floor is concrete and just need to replace wet laminated floor. Unit issue resolved 7 days after, total of 11 days. During those days, we keep asking for update about the resolution after what happened and always got the same answer all the time from Lindsey, "I dont know, have to wait for my Boss that has planned Surgery". Provided the settlement amount since Lindsey insisted. Today Monday 3/17, same answer, and she has no clue if the Management even have a plan to consider our 11 days of disappointing experience and horrible resolution.

  Business Response

  Date: 03/18/2025

  Dear *********,
  Thank you for sharing your concerns with us. We sincerely apologize for the inconvenience and frustration you experienced during the drying process in your apartment, as well as the challenges in communication and alternative housing arrangements.
  We have contacted the team at Montessa at Whitney Ranch, along with their leadership, to review the situation and follow up with you directly regarding your concerns. A Greystar representative will reach out to you within 10 business days to discuss your concerns and any next steps.
  If you have any additional details you’d like to provide, please feel free to share them with the property team when they reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/17/2025

  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.

  I have been living in my current unit for about a year and during this time I've had an infestation of carpet beetles. I've had rain water come into my bedroom window for the entire time I've been here. There was a flood in my apartment and also in the hallway in front of my door that was so bad it leaked all the way from the 9th floor to the basement. My bathtub was not up to DC code so the bathtub had to be replaced and I was living in construction for days and days and days without my own bathroom to use such as a toilet or bathtub. Yes I have pictures and videos of every single thing that I'm stating. The garage where I park my car has leaked rusty water onto my expensive car ruining my paint and the garage is constantly leaking and filled with water which is against DC law. I also have had rodents in my apartment and I brought the rodent to the staff in the office. There are constant security threats broken locks broken doors and More. Also the air quality is so dirty in here that the vents turn black. Trash is constantly in the common areas and the trash chutes are broken. We have mice and rodents. Constantly we do not have hot water the water is being shut off. And the garage is often broken. We have water leaks mold past and rodent infestation broken HVAC systems exposed wires missing fire control systems and doors and Gates that don't lock. And yes I have a picture of the rodent I found in my house because I gave it to the leasing agent. Also we were only living with one boiler so my councilman had to come from ward * and he wrote an email explaining that the only had one boiler working he also came because our heat was off. I have a video of him saying this and also an email. I have videos of everything else as well but they're too long to upload here so if we don't fix it here we'll fix it elsewhere perhaps downtown in landlord tenant court.

  Business Response

  Date: 03/18/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns regarding Elliot House. We sincerely apologize for the maintenance and habitability issues you've experienced, including pest concerns, flooding, HVAC disruptions, garage leaks, and security-related matters. This is certainly not the experience we want for our residents.
  We have contacted the property management team at Elliot House, along with regional leadership, to investigate your concerns. A Greystar representative will follow up with you within 10 business days to discuss these matters further and determine the appropriate next steps.
  If you have any additional details or documentation you’d like to share directly with the property team, please feel free to provide that information during your discussion with them.
  Thank you again for bringing this to our attention. We appreciate your patience while we work through this.
  The Greystar Team

• Initial Complaint

  Date:03/17/2025

  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 this complaint against Greystar Property Management regarding unjustified charges totaling over $6,000 that I received after vacating my apartment at McKinney Terrace. Despite being a responsible tenant who paid rent on time for two years, I have been billed for alleged “back rent” and other unexplained fees.
  
  Details of the Complaint:
  1. Unjustified Charges – I was billed over $6,000 in alleged back rent and fees, despite never missing a payment. I also paid a monthly security deposit, yet Greystar has not provided any breakdown of how those funds were applied.
  2. Failure to Provide an Itemized Breakdown – I have repeatedly requested an itemized statement of charges, but Greystar has refused to provide one. Instead, they have redirected me to their billing department, which has been uncooperative and vague.
  3. Lack of Communication & Transparency – The apartment complex refuses to speak with me directly and has instead forced all communication through their billing department, which will not provide clear explanations.
  4. Unethical Business Practices – After researching Greystar, I found numerous complaints from other tenants who have faced similar unjustified charges. This appears to be a pattern of predatory billing practices designed to take advantage of former tenants.
  
  Requested Resolution:
  • I formally request that Greystar provide a full itemized breakdown of the charges they are claiming I owe, including an explanation of how my monthly security deposit payments were applied.
  • If Greystar cannot justify these charges with proper documentation, I request that they immediately remove the balance and confirm that it will not be sent to collections.
  
  I am prepared to escalate this complaint further if necessary, including filing reports with my state’s Attorney General, the Consumer Financial Protection Bureau (CFPB), and other consumer protection agencies.
  
  Thank you for your time and assistance in resolving this matter.

  Business Response

  Date: 03/18/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We’re sorry to hear about the difficulties you've encountered with your final account statement at McKinney Terrace. We understand how frustrating it can be to receive unexpected charges, especially when you've made efforts to request clarification.
  We have contacted the property team and their leadership so they can investigate this matter further. A Greystar representative will follow up with you within 10 business days to address your concerns.
  If there’s anything else you’d like to provide in the meantime, feel free to respond to this email.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/17/2025

  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 lived in the Edgewater Apartments for six years, initially under ******* Management and later under Greystar. Never had an issue until last year when a guest of mine made the stupid mistake of smoking a couple of cigarretes in the master bathroom. I received a warning for the issue, which I accepted, but after that it was basically a persecution. I "renewed" my lease back in September, just to find out that after the renewal, manegement decided that theye were not going to renew it and that I needed to vacate the premises by December 08th (their date). I found a new place and told the manager via email that I was moving out December 02nd and that they should pro-rate the rent until that date to which she accepted and even provided me the prorated rent amount. I moved out and a month later to my surprise, I received a statement with some apartment fixtures for wear and tear, which I am ok to pay, but also charging me for the six additional days of rent from December 02nd until December 08th. I contacted the manager and told her that she had told me that it was ok for me to leave the 02nd and also sent that info to their collection personnel. To my surprise, they told me last week that the rent is due since the manager cannot confirm the information and that they will send me to a collection agency if I do not pay yhe full amount, even though I have her email. I am going to contact my attorney, but wanted to give a heads up about this horrible practice and bad way to treat a long time tenant. Be careful when dealing with Greystar, horrible customer service.

  Business Response

  Date: 03/18/2025

  Dear ********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the billing issue related to your move-out at Edgewater Apartments. We understand how frustrating it must be to receive unexpected charges, especially after what you believed to be a clear agreement on your prorated rent.
  We have contacted the property team and their leadership so they can investigate this matter further. A Greystar representative will follow up with you within 10 business days to address your concerns.
  If there’s anything else you’d like to provide in the meantime, feel free to respond to this email.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/16/2025

  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 filing a complaint against Greystar for failing to return my refundable security deposit of $1000. I applied to lease a unit at The Highlands at Morris Plains on 2/13/25 and withdrew said application on 2/16/25. Despite multiple communications via email with property manager Tara P********, Greystar has neither sent nor processed the refund within the legal timeframe. As of today 3/16/25, it has been more than a month of back and forth and empty promises. This failure to comply compels me to seek resolution through the BBB to ensure that my consumer rights are protected and the matter is resolved promptly and fairly.

  Business Response

  Date: 03/17/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns with us. We apologize for the delay in processing your refundable security deposit for your application at The Highlands at Morris Plains. We understand how frustrating this experience must be.
  We have contacted the property team and their leadership to investigate your concern. A Greystar representative will be in touch with you within the next 10 business days to provide further assistance.
  If you have any additional questions in the meantime, please let us know.
  Best,
  The Greystar Team