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

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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  Greystar

  15440 North 71st St Scottsdale, AZ 85254-5363

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:03/15/2025

  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.

  Complaint Against Greystar Property Management
  
  Company Address: 1120 Kifer Rd, Sunnyvale, CA 94086
  
  Issue: Improper Charges Following Lease Termination
  
  I am filing a complaint against Greystar Property Management for unjustified charges totaling $2,112.64 following my tenancy at 1130 Kifer Road, Unit #***. These include an improper move-out fee, wrongful security deposit deductions, and miscellaneous unexplained charges.
  
  Improper Move-Out Charge – $1,599.86
  
  I provided a timely written notice of non-renewal on December 31, 2024, more than 30 days before my lease expired on January 30, 2025.
  Greystar claims my notice was invalid because it lacked an explicit move-out date, but no such requirement was ever clearly communicated in renewal offers or emails.
  Their own communications confirm they never informed me that my notice needed a move-out date, making this charge unreasonable and exploitative.
  
  Unjustified Security Deposit Deductions – $462.78
  
  Greystar withheld $462.78 for cleaning, painting, and carpet cleaning, which are routine turnover costs under California Civil Code §1950.5 and cannot be charged to tenants.
  I left the unit clean and documented its condition via video. The photos provided by Greystar lack verification and only show normal wear and tear.
  The charges are excessive and not legally justified.
  
  Unsubstantiated Miscellaneous Charges – $100
  
  $50 late fee: Wrongfully assessed in connection with Dispute #1.
  $35 valet waste charge: Charged after I had vacated the building.
  $15 building loss protection fee: Unexplained and unjustified.
  Resolution Sought
  
  I have demanded the full removal of the $2,112.64 in improper charges and a refund of the wrongfully withheld funds.

  Business Response

  Date: 03/17/2025

  Dear ****,
  Thank you for reaching out regarding your concerns about the charges assessed after your lease ended at 1130 Kifer Road, Unit #***. We understand your frustration regarding the move-out fee, deposit deductions, and additional charges.
  We have contacted the property team and regional leadership so they can investigate your concerns. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns in more detail.
  If you have any additional documentation, such as your written notice or your video documentation of the unit’s condition, please be prepared to provide that when the property team reaches out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/14/2025

  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 applied for #*** on June 29th (in the online portal of the Julian) and paid $750
  deposit fee for application on the same day.
  
  I signed the lease but a few days later I was told that the current resident in #***
  choose to renew the lease, so I cannot rent #***.
  After a few back and forth, I decided to withdraw my application on July 25th and
  requested my deposit back.
  
  By CA state law they should return my deposit within 21 days but they failed and
  ignored my follow-up email. On September, I have to file a dispute with my bank to
  the get the deposit back.
  
  Since the bank dispute cost additional charge on their end, recently they ask me to
  pay an extra $335 "move-out fee".
  
  Summary of the issues:
  1. Their website shows #*** is available for rent, but actually it isn't
  2. They failed to return my $750 deposit within 21 days required by law. I can
  demand a penalty up to twice of the deposit, which is $1,500
  3. Recently they asked me to pay $335 "move-out fee", which is an additional cost
  caused by the Julian's (or the Greystar's) fault.
  
  I have attached materials that can prove all my statements

  Business Response

  Date: 03/17/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you experienced regarding your application for unit #*** at The Julian, including the delay in processing your deposit refund and the confusion regarding the unit’s availability. We understand how frustrating this situation has been.
  We have contacted The Julian and the property’s leadership team so they can investigate further. A Greystar representative will follow up with you directly within 10 business days to address your concerns.
  If you have any additional documentation or details you would like to provide in the meantime, please feel free to share them with the property team when they reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/14/2025

  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 February 27th, which is my move-in date, while parking near the garage entrance of Rize Irvine Apartments, my ****** vehicle accidentally made contact with the keypad pedestal, causing minor damage to its plastic casing.
  
  As soon as we realized that the ****** truck had scraped the outer casing, we immediately contacted the leasing office staff for assistance. We specifically asked them to guide us on the best direction to turn the vehicle to minimize any potential damage. The staff advised us to turn the steering wheel to the left, which was towards the pedestal. Following their instructions, we proceeded as directed.
  
  Afterward, the leasing office staff took photos as evidence, and at that moment, the damage was observed to be only a minor compression mark and surface scuffing.
  
  Initially, I was open to resolving the issue without involving my car insurance to expedite the process. I requested an estimate for the repair, expecting a reasonable cost for what appeared to be minor cosmetic damage. However, I was later provided with an estimate of $2,425.00, which I find excessively high and far beyond my expectations. The amount significantly exceeds my budget, and I am unable to pay this amount.
  
  I requested a detailed breakdown of the repair costs and supporting documents, such as an official estimate from the contractor or proof of the actual repair expenses. However, the apartment management has not provided sufficient justification for the high cost. I believe the estimated amount is unreasonable and may not reflect the actual cost of the damage.
  
  I am filing this complaint with the Better Business Bureau (BBB) to seek a fair resolution. I request that the apartment management provide a transparent breakdown of the charges and explore a more reasonable cost for the repairs. If needed, I would like the opportunity to obtain an independent estimate to verify the appropriate cost of the repair.
  
  Thank you for your time and assistance in addressing this matter.

  Business Response

  Date: 03/14/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns regarding the repair charges at Rize Irvine. We understand that this situation has been frustrating, and we appreciate the details you have provided.

  We have contacted the property team and leadership to investigate your concerns. A Greystar representative will follow up with you within 10 business days to discuss the matter further.

  If you have any additional questions or information to provide, you are welcome to share it with the property team once they reach out.
  

  Best,
  The Greystar Team

• Initial Complaint

  Date:03/13/2025

  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.

  We moved out of this apartment on 7/1/2024. We paid the final months rent and utilities. We received a bill charging us for paint, although we paid a security deposit. We have attempted to rectify this with the company since this time. We called, emailed, with little return information given back to us. When they did respond they said they would reach back out. We received an additional bill on 2/6/2025. We attempted to pay this after being sick of dealing with this but were unable to do so and told we had to call Greystar. We called Greystar and spoke with Heidi at Greystar receivables who told us that we were unable to pay this through them because they no longer had the property. We attempted to call the property 4550 E Cherry Creek Apartments in Glendale CO, however their phone number is no longer active, and it is reporting as permanently closed. Two days after talking with Heidi at Greystar, we received notice we were sent to collections. We have been attempting to pay this bill for months and have gone through the correct avenues and now our credit is being impacted.

  Business Response

  Date: 03/13/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns with us. We understand how frustrating this situation must be, and we apologize for the difficulty you’ve encountered in resolving your account.
  We have contacted our team that handles former resident accounts and collections so they can investigate your concerns regarding the paint charge, difficulties making a payment, and your account being sent to collections. A Greystar representative will reach out to you within 10 business days to discuss your case and explore possible resolutions.
  If you have any additional details or documentation regarding your previous payment attempts, please feel free to share them when the team contacts you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:03/12/2025

  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.

  This review is for Greystar property managed by Emily F****** called Quest at Cedar Park, Texas. We were considering leasing here but the leasing process was miserable. We decided not to sign the lease and this manager had the audacity to try and keep our security deposit and tell us that she is returning it only out of courtesy due to our experience here. After we got refunded the security deposit, we were then charged a $75 NSF fee for one of our application fees. Our bank records show both application fees were processed and given over to Greystar. This fee appeared around the same time period that they did their refund through Smart Disperse for our security deposit. It seems like Emily F******, whose name is on the FAS statement as the preparer, willfully charged us for something that was already paid and we have record of this payment. This is the same manager that ended our call with "I hope you have the day you deserve." Quite honestly, we think she has done something that is unethical. Also, we have not been able to get a call back from the regional director to address this issue/property manager.
  
  We are requesting this $75 fee be dropped. We have bank information showing all application fees were transmitted and we are not happy with the outcome of our experience. We are attaching the documents outlining this fee along with a copy of our bank statement showing we have paid the fees and that Greystar is in possession of that monetary amount for the application.

  Business Response

  Date: 03/13/2025

  Hi *****,
  Thank you for sharing your concerns regarding your experience with Quest at Cedar Park. We’re sorry to hear about the difficulties you encountered during the leasing process, as well as the frustration caused by the $75 NSF fee.
  We have contacted the property team and leadership to investigate this matter further. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide clarity regarding the charge.
  If you have any additional documentation that may assist in the review, please feel free to provide that information to the property team directly when they reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/12/2025

  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 moved into an apartment at Avana Portico on November 24, 2023, and moved out on February 17, 2025. On January 23, 2025, an office staff member conducted a pre-move-out inspection and confirmed “my unit was in good condition and was not in need of renovation.”
  
  Upon returning my keys, I inquired about a final walk-through inspection and was told it would be done later. On February 20, 2025, I received a "Move-Out Statement" email without the promised attachment detailing my final account balance and deposit refund.
  
  After multiple calls and delays, I finally received the "Move-Out Statement" attachment on March 12, 2025. It showed a $1,276.91 deduction from my $2,195 deposit, primarily for damages. However, the attached photos only depict normal wear and tear, which should not be charged to the tenant under Georgia law.
  
  I have attempted to resolve these charges with both Greystar and Avana Portico, but have been told the process is complete. I request an immediate review of these charges and a refund of the portion of my deposit that was unjustly withheld.

  Business Response

  Date: 03/13/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns about the move-out charges from Avana Portico. We understand how important it is to have clear and accurate information regarding security deposit deductions.
  We have contacted the property team and leadership to review your concerns, including the $1,276.91 in deductions from your $2,195 deposit. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide clarification regarding the charges.
  If you have any additional documentation, including the pre-move-out inspection details or supporting materials, please have them available when the property team contacts you.
  Best,
  The Greystar Team

• Initial Complaint

  Date:03/11/2025

  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.

  In 2 years of living in a greystar community they have time and time again violated tenants rights and continue to prey on their tenants.
  
  
  1. AC was broken.
  Timeline:
  June 13, 2024, first work order submitted.
  June 25, 2024, AC still not working, emailed.
  July 12, 2024, AC still not working, second work order submitted. No response.
  July 15, 2025, email for follow up sent. No response.
  July 16, 2024, second follow up email sent.
  July 17, 2024, finally a response received that it was being looked into.
  July 25, 2024, emailed again to inquire about timeline as the AC still wasn’t fixed.
  July 29, 2024, AC finally fixed.
  It took 6 weeks during a heat wave to have my AC fixed.
  
  2. Heater not working.
  Timeline:
  February 17, 2025, work order submitted.
  March 11, 2025, heater still not working and no updates provided on the ETA for it to be completed.
  
  3. Door left open during an 18 hour time frame by their maintenance team. I have no way of knowing what may have taken place during that 18 hour period of time, whether someone may have taken things and/or an unauthorized person could have placed cameras around the apartment. This is extremely dangerous. Rather than understanding my concerns and working with me on a solution they are no charging me $3000 in order to end my lease after they violated my right to safety.

  Business Response

  Date: 03/12/2025

  Hello ********,
  Thank you for reaching out and sharing your concerns regarding your experience at Sorella in Herriman, UT. We sincerely apologize for any inconvenience and frustration these maintenance delays and security concerns have caused.
  We have contacted the property’s leadership team to review your concerns, including the maintenance history and your request for a billing adjustment. A Greystar representative will be reaching out to you within 10 business days to discuss the matter further.
  We appreciate your patience while we investigate this issue, and we are committed to ensuring that your concerns are addressed appropriately.
  The Greystar Team

• Initial Complaint

  Date:03/11/2025

  Type:Order 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'd like to speak with someone as soon as possible regarding my current issue with the leasing staff there. I was asked to provide an ESA letter for my puppy (Yorkie, 1 y/o); I sent the letter on 02/02, the letter was approved by Shireea M*** (US leasing agent at The Prato) and her manager, on 02/05, and I moved into my place on 02/07. They called my therapist to confirm, and later decided to contact me on 02/27 to let me know that they'd like the letter to be placed on letterhead paper (after the letter was already accepted and after already confirming services with my provider). I then sent them another ESA letter from my other licensed therapist, as the previous one did not have access to a letterhead at the time. The new letter was received and confirmed by them on 03/03. They then proceeded to e**** me again on 03/10 letting me know that there were "discrepancies" in the letter... They never contacted my therapist for confirmation, NOR did they search her on the licensed professional website for GA (****************). Again, my first ESA letter was approved Days before moving into my new apartment. Any issues should've been communicated via their team PRIOR TO me signing my lease; I would've never moved in if I couldn't bring my emotional support animal. I will be contacting my attorney to seek legal action, as I already have an attorney on retainer. They are discriminating against me; I notice they typically have an issue with me whenever I submit a maintenance request. This has been a horrible experience so far and it's causing me even more emotional distress. They said I am now responsible for paying for pet rent; this is completely illegal; the dog is my EMOTIONAL SUPPORT ANIMAL. This issue needs to be addressed immediately. The leasing office staff is very unprofessional; even more-so, the property manager is absolutely horrid, and she does not know how to treat guests. THIS ISSUE NEEDS TO BE RESOLVED IMMEDIATELY! ILLEGAL!

  Customer Answer

  Date: 03/12/2025

  I spoke with Shireea M***, leasing staff yesterday, 3/11 at 4:54 pm and she said “well because of the back and forth management decided to go to your profile afterwards and looked at your letter and decided that they weren’t going to accept it” it went to a few people in management. “I did a ****** search and had couldn’t find the company, the letterhead looked off/faulty”. I then asked if they searched the Secretary of State website and they said “no, I didn’t; I’m still new to this and this is one of my first times dealing with ESA letters and when we called the first therapist she sounded unprofessional when she answered her cell phone so upper management decided to deny the letter”. This is pure discrimination at its finest... My therapist gave them her cell number to contact because she only does telehealth… she doesn’t work in an office space!  A ****** search for situations like this is NOT thorough enough for me when you can go directly to GA’s Secretary of State government website. So I sent her the website for her to do a LEGITIMATE SEARCH, which should have been done in the first place… not a ****** search. I had no back and forth with management. The property manager came in my apartment and she was very rude, she came with two maintenance men. This goes to show that she’s acting off pure emotion instead of going by the contract that was signed by her staff and I. Absolutely unacceptable. Now they’re saying I’m responsible for paying for pet rent when my initial letter was accepted prior to even signing my lease and moving in. Something needs to be done about this. 

  Business Response

  Date: 03/12/2025

  Hello ********,
  Thank you for reaching out and sharing your concerns regarding your Emotional Support Animal approval at The Prato in Atlanta. We sincerely apologize for any confusion or distress this situation has caused.
  We have contacted the property’s leadership team to investigate this matter further. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and provide clarity on the ESA approval process and any related charges.
  If you have any additional documentation or information that you’d like to ensure is reviewed, you are welcome to share it with the property team during that follow-up.
  We appreciate your patience while we look into this further.
  The Greystar Team

• Initial Complaint

  Date:03/11/2025

  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 had a flood that occurred on July 2023 where it was caused by a backup due to construction in which greystar confirmed it was. I reached out when i saw water standing in my shower and informed the leasing office immediately and they said someone would come that day and they didn’t. Overnight my apartment flooded and caused my belongings to be damaged. They informed me to file a claim through my renters insurance company (Assurant, claim 00104115848) in which the claims examiner stated that it should be greystar paying for my belongings that got damaged since they’re the one who caused it. I reached out to greystar headquarters since the leasing office was no help and seemed to ignore me everytime i asked for the insurance company they have. below is the email chain with someone from their headquarters in which they also ignored me towards the end and never reached back out to me.

  Business Response

  Date: 03/12/2025

  Hello *******,
  Thank you for reaching out and sharing your concerns regarding the flood damage incident at Otis Apartments in Richmond, VA. We sincerely apologize for the difficulty you’ve experienced in seeking assistance with this matter.
  We have contacted the property’s leadership team to review your concerns. A Greystar representative will be reaching out to you within 10 business days to discuss the situation, including your prior communications and the claims process.
  We appreciate your patience while we work to ensure your concerns are properly addressed.
  The Greystar Team

• Initial Complaint

  Date:03/10/2025

  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 have been living in this apartment complex since June 2022 and have had a roach problem since I moved in. The premise is uninhabitable. I cannot cook in my apartment anymore because of the roaches. I have found roaches in my technology, computer/xbox. It is completely disgusting and I have called the apartment complex to put in requests, some of which the ignore, but even with a pest control person coming out I am still finding roaches in my apartment. This is unlivable conditions and I have to replace $2000 worth of electronics because of the roaches inside of them as well as not being able to bring my furniture with me bc I do not want to bring the roaches. So $2000+ worth of technology and furniture all down the drain because of a roach infestation. I want refund for all of my rent plus no charge for terminating my lease.

  Business Response

  Date: 03/10/2025

  Dear *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the ongoing pest issues you've experienced at Sanctuary at Eagle Creek and understand how frustrating and disruptive this must be for you.
  We have contacted the Sanctuary at Eagle Creek team and their leadership to review your concerns thoroughly. A Greystar representative will reach out to you within 10 business days to discuss the matter further and work toward a resolution.
  If you have any additional details you'd like to provide in the meantime, please feel free to share them directly with the property team.
  Best regards,
  The Greystar Team