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

• 

  Callia

  4100 N Central Ave Phoenix, AZ 85012

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  Mason

  101 Mill Rd Everett, MA 02149-3049

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  Greystar

  1408 N Central Ave Avondale, AZ 85323

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  Greystar

  1818 S State College Blvd Anaheim, CA 92806

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:02/28/2025

  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.

  Neighbor on the property causing emotional and property damage due to dog peeing and pooping on patio. Letting dog bark late at night and early in the morning. Pee and poop trickled onto my patio and destroying my outdoor rug. Another neighbor called me “white trash” while walking my own dog. Multiple residents smoke cigarettes and marijuana on property, it is a smoke free property. I have made management aware and they refuse to enforce community policies. I have spoken with apartment leasing staff and GreyStar staff about ending lease early due to inability to live at a proper standard of living. I cannot open my windows or blinds without smelling urine and poop or looking at poop stains.

  Customer Answer

  Date: 03/03/2025

  Bluffs at Midway Hollow 

  Business Response

  Date: 03/04/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the challenges you’ve been experiencing at Bluffs at Midway Hollow, including the issues with your neighbor’s pet, smoking violations, and the overall impact on your living environment.
  We have contacted the property team and their leadership to investigate this matter further. A Greystar representative will be reaching out to you within the next 10 business days to discuss your concerns directly and explore possible resolutions.
  If you have any additional details you’d like to share in the meantime, please feel free to respond to this message.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/28/2025

  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 am writing to formally file a complaint against Telegraph Arts, located at 471 26th St, Oakland, CA 94612-2540, for failing to refund my $250 deposit in accordance with California law. Below are the details of the dispute:
  
  Date of Transaction: I submitted my rental application and deposit in January 2025. My application was officially denied on January 21, 2025.
  
  Deposit Amount: $250
  
  Nature of the Dispute:
  
  My rental application was denied on January 21, 2025, and per California law, a landlord must refund an applicant’s deposit within 21 days of denial.
  
  On February 25, 2025, I followed up with Telegraph Arts regarding the refund. In response, a representative, Jasmine K*****, provided me with a final account statement that clearly shows a refund due in the amount of $250.
  
  Despite this documentation, I was informed that my account had been closed and that I was not due a refund. However, the final account statement contradicts this claim, explicitly stating that a refund of $250 is owed to me.
  
  I provided proof of the denial to the management representative as requested but received no further response or resolution.
  
  Business’s Attempt to Resolve the Issue: The business has not taken the necessary steps to process my refund despite acknowledging it in the final account statement. My attempts to communicate and resolve the matter have been ignored.
  
  I am requesting the assistance of the Better Business Bureau in resolving this matter. I seek the immediate return of my $250 deposit as required by California law. Enclosed with this letter is the final account statement from Telegraph Arts, which verifies the refund due.
  
  Please let me know if you require any additional information to process this complaint. I appreciate your time and assistance in this matter.

  Business Response

  Date: 03/04/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We understand how important it is to have clarity on your application deposit refund, and we’re sorry for any frustration this situation has caused.
  We have contacted the Telegraph Arts property team and their leadership to investigate this matter further. A Greystar representative will be reaching out to you within the next 10 business days to discuss your concerns directly and provide an update on your refund request.
  If you have any additional details or documentation you'd like to share in the meantime, please feel free to respond to this message.
  Best,
  The Greystar Team
  
  
  
  

• Initial Complaint

  Date:02/28/2025

  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 writing to file a former complaint regarding the loud disturbances the tenant in 213, directly above my unit, has continually made in the last year at this residence. I have reported the issue of loud music/bass vibrations and yelling numerous times to both the office as well as to the police. I have been told differentiating things such as you all are not allowed to do anything because the city of Aurora does not have any noise ordinances, or if I get a police report you all will issue a demand to stop the music, or quiet hours start at 10pm (which I am not aware of as this is not something that is posted in the lease or in any email), or that there have been emails sent to the guest asking to respect his fellow neighbors. This issue has now escalated into a safety issue. I have been told not to approach guest on my own for my own safety but there has not been anything done to actually get the guest to abide by the lease terms. I do not feel safe in the apartment as I am a female that resides alone. I work all hours of the day due to the nature of my business which is in hospitality and need certain hours where I can rest undisturbed. I am not saying that any of the tenants or guests can not make noise in the space they also pay for, but there is a respectable level of noise that should be allowed in any residence. The tenant has begun to exhibit intimidating behaviors as if to stop my complaining about the noise, which I have asked not to reveal whom was filing the complaints for my safety. The unit is occupied by multiple guests at any given time and presents another hazard for possible attacks or retaliation. I have called the office to report this as well as the non emergency police. Nothing is being done. I feel unheard and unsafe. I would like the complex to do something or let me out of my lease with no penalty.

  Business Response

  Date: 03/03/2025

  Dear Ms. ********,
  Thank you for reaching out and sharing your concerns regarding noise disturbances and your safety at Five810 Southlands. We sincerely apologize that this has been an ongoing issue and that you feel unheard.
  We have contacted the property team and their leadership so they can review the situation and explore possible next steps. A Greystar representative will reach out to you within 10 business days to discuss your concerns further. Your safety and comfort are important to us, and we appreciate your patience as we investigate this matter.
  If you have any additional details to provide in the meantime, please don’t hesitate to share them.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/25/2025

  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 wasn’t going to leave a review, I didn’t have much positive to say about Seven, however, 29 days after moving out I received a $1,700 invoice for move out charges on top of keeping my $1,000 security deposit. I reached out to Greystar on October 20th with a list of questions regarding the final bill, the rep told me she would look into and get back to me. I didn’t hear anything until January 27th, when I was called by them and asked why I hadn’t paid. They then ignored for another month, then sent a new invoice for nearly $10k, they had added a floor repair for over $7k. You have 30 days in Texas to refund the deposit or send an itemized list, they never did this, just an invoice 3 months after the lease ended and have ignored communication.
  
  1. I was charged $140 for a cleaning fee. I spent $600 the day before move out on a cleaning service who spent 6 hours cleaning every inch. The place was spotless.
  2. I was charged $550 for repainting the walls. I never hung art or painted any walls. I mounted 1 TV which should’ve cost under $100 to patch.
  3. Utilities charge of $1,016.56 for the last month. My rent ended on the 25th of the month and I moved out the 19th so the AC, lights, and were off the last week. My highest month of utilities throughout the year was under $400.
  4. There was an amenity rent charge for $400 added to my last statement as well. There’s nothing mentioned in the lease about an amenity charge and was never discussed by the leasing agent at any point when touring or signing my lease.
  5. They tried to bill me an additional $7,300 for "damaged vinyl flooring" 50 days after my lease ended. I never damaged any flooring, the floor is pulling apart in several areas and I was told this was normal and ignored. In the state of Texas you have 30 days to refund the deposit or send a itemized list of repairs, this did not happen and was added recently when they reached out.

  Business Response

  Date: 02/26/2025

  Hi *****,
  
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the frustrations you’ve encountered regarding your move-out charges at Seven. We’ve contacted the property team and their leadership so they can investigate your concerns. A Greystar representative will follow up with you directly within the next 10 business days to discuss your concerns in further detail.
  
  If you have any additional details or documentation that may assist in reviewing your concerns, please feel free to share those when the team reaches out.
  
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/25/2025

  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 writing to formally file a complaint against [Apartment Complex Name] in Culver City, Los Angeles County, regarding excessive and unjustified charges deducted from my security deposit after my recent move-out.
  
  My tenancy at VOX ended on February 9, 2025. Upon moving in, I paid a security deposit of $1,000. However, upon receiving my refund, I was only returned $239.97. Based on my estimation, considering the final month’s utility bill (our average monthly utility cost is approximately $230), the apartment management deducted an estimated $530.03 for cleaning and move-out costs. This charge appears to be excessive and unreasonable.
  
  According to the California Tenant Guide, landlords are legally allowed to deduct from the security deposit for:
  Unpaid rent;
  Cleaning costs to restore the unit to its original cleanliness;
  Repair of damages beyond normal wear and tear;
  Costs of restoring or replacing personal property (if allowed in the lease agreement).
  
  My concerns regarding this charge are as follows:
  Cleaning Charges: My household thoroughly cleaned the unit before moving out and have photographic evidence to support this claim. The amount deducted for cleaning is unreasonable.
  Painting Charges: We strongly doubt the legitimacy of any painting costs, as the unit only exhibited normal wear and tear. California law states that landlords cannot charge tenants for standard wear and tear.
  Lack of Itemized Invoice: The apartment management failed to provide an itemized statement within the legally required 21 days, as mandated by California law. Under the law, landlords must either return the full security deposit or provide an itemized list detailing the deductions along with receipts for work exceeding $125.
  
  I request that the BBB investigate this matter and assist in facilitating a resolution. Please contact me at your earliest convenience regarding the next steps.
  
  Thank you for your time and assistance.

  Business Response

  Date: 02/26/2025

  Hi *******,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about your frustrations regarding your security deposit refund at VOX. We have contacted the property team and their leadership so they can investigate your concerns. A Greystar representative will follow up with you directly within the next 10 business days to discuss your concerns in further detail.
  If you have any additional documentation, such as photos or receipts, that may assist in reviewing your concerns, please feel free to share those when the team reaches out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/21/2025

  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 9, 2025, ******** (******** ******* Insurance Company) issued a renters insurance policy placed by Greystar on my behalf. Neither ******** or Greystar had my authorization or consent to issue or bill for such a policy. Following notification about the policy, in January 2025, a Greystar agent assured me, in person, that I would not be charged for the ******** policy since I had previously provided proof of my Allstate renters policy to Greystar on November 30, 2024. On February 1, 2025 Greystar billed 10.75 for the ******** policy despite the previous assurance that I would not be billed. In subsequent email correspondence during February 2025, Greystar has refused to direct ******** to cancel the policy and refund me or otherwise address that matter.

  Business Response

  Date: 02/25/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns regarding the renters insurance policy charge at 33 8th Street. We understand your frustration regarding the unauthorized billing and the difficulty in resolving this matter.
  We have contacted the property team and their leadership so they can investigate this issue and have a Greystar representative reach out to you within 10 business days to discuss your concerns.
  If there is anything else we can assist you with in the meantime, please let us know.
  The Greystar Team

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Greystar Real Estate Partners
  Address: 450 Sansome St #500, San Francisco, CA 94111-3306
  Phone Number: (415) 489-3900
  Description of the Complaint:
  
  I am a tenant at 1177 Market Street, a property managed by Greystar Real Estate Partners. Since 11/2024, I have encountered several issues that I believe constitute unlawful harassment and violations of my tenant rights under California law:
  
  Refusal to Accept Rent Payments: Despite my consistent efforts to pay rent through the established channels, management has repeatedly declined my payments without valid justification. I have not been served with any eviction notice, nor have there been any legal filings for eviction against me. My rental account is current, with all payments up to date.
  
  Harassment and Intimidation: Staff members have made unauthorized visits to my apartment outside of regular hours without prior notice, engaging in behavior that I perceive as intimidation. Additionally, I have been unjustly denied access to rentable lounge spaces within the building without due process or valid reasons provided.
  
  Denial of Written Documentation: I have formally requested written documentation from management detailing any reasons for denying my rent payments and access to amenities, as is my right as a tenant. These requests have been refused. Fortunately, I had a witness present during these interactions who can corroborate my account.
  
  Witnesses to these unjust actions
  Reshaun Rush
  Bryce Dalmacio

  Business Response

  Date: 02/25/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We apologize for the difficulties you’ve encountered regarding your rental payments, community access, and requests for documentation at 1177 Market Street. We take resident concerns seriously and want to ensure they are addressed appropriately.
  We have reached out to the management team at 1177 Market Street, along with their leadership, so they can investigate and follow up with you directly within the next 10 business days.
  If you have any additional details you would like to provide, please share them with the onsite team when they reach out.
  Best,
  The Greystar Team

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Nothing has been resolved and harassment is still ongoing. 
  
  
  
  Sincerely,
  
  
  
  ******** Rivers

  Business Response

  Date: 02/26/2025

  This situation is being handled by the property's legal team, therefore all communication with this resident is through and must be through council.

• Initial Complaint

  Date:02/20/2025

  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.

  On December 26, we suffered from a flood in our apartment due to an aged pipe breaking off our toilet.
  
  Greystar is charging us the balance for damages not covered by our renters insurance, which is approximately $10,000.
  
  However, Greystar refuses to take any accountability for their role in the damage and is saying we are 100% liable. We believe they hold at least 70% accountability for the following reasons:
  
  We called property management several times during the flooding and visited the leasing office in-person several times and no one visited the unit or informed us how to shut off water to the unit during the hour before maintenance arrived. If on-site staff had visited during the flood, they could have immediately stopped the flood by shutting off the water via the water heater closet. On-site staff were dismissive and did not seem at all concerned about the flooding or damages.
  According to our email records, emergency maintenance was not dispatched until nearly an hour after Greystar was first informed of the flooding, after several phone calls. Paired with the on-site’s staff unwillingness to visit the unit during the flood, this constitutes a slow and negligent response from management.
  At our own cost and inconvenience, we took responsibility to call a plumber to get advice on how to shut off water in the unit which significantly mitigated the damage before emergency maintenance arrived. If we had not taken this step, water would have continued to flood the apartment for another 45 minutes.
  To mitigate damages, we purchased a shop-vac at our own cost and removed water from the unit for several hours before emergency services arrived.
  On-site management staff did not visit the unit once on the day of the flood despite being present at the leasing office just a 3 minute walk away during the entire incident. In addition to several phone calls to Greystar, we visited the leasing office several times during the incident to request help. None was offered

  Business Response

  Date: 02/24/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding the flooding incident at Avana Ridenour. We understand how frustrating and stressful this situation must have been for you.
  We have contacted the Avana Ridenour property team and their leadership to review the details of your concerns, including the timeline of events and the response from on-site staff. A Greystar representative will be in touch with you within 10 business days to discuss this matter further.
  Please let us know if you have any additional information you would like to share in the meantime.
  The Greystar Team

• Initial Complaint

  Date:02/20/2025

  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.

  The office instructed to pay the lease termination w/in 7 days of the payment being issued, which we did. We moved out in July and return 2-3 times to clean the apartment. I return all the keys a week early: 2 apt, 1 storage, 2 fob, and 2 pool pass. The 40's-ish white woman at the desk made notes on the computer and told me I was good to go. I asked are you sure I don't need to sign anything? She responded no because it was all noted in the system. November 19th is 1st time Christina contacted my husband about acct for failure to pay the termination fee, last months rent, utilities, not returning keys, and apartment cleaning due to the state it was in. The termination fee, rent, and utility were removed after confirmed payments. The move-out inspection pics shows 2 different apts-we are ***** (images from portal of work requests and move-out insp. Email describes images). Dec/Jan was busy-we work 50-60 hr weeks. I sent 2 emails to schedule a call but received no response. Christina O***** calls Feb 13 to offer 50% disc on last items because the property is changing mgmt companies and either close acct or go to collections. She lied saying the leasing office is unwavering in the information they gave her. The leasing manager said they sent email to Christina that all keys except 1 fob was returned. Manager said procedure is to sign for returned keys and employee didn't follow procedure but to call Christin back to fix acct. Christina continually talked over me, raising her voice, which in turn made me raise my voice. She said I either pay the disc. rate right then or she'd charge me the full $431.41. That I should be grateful for the offer and will not remove remaining fees b/c she doesnt have time to fix it and the lack of communication since we moved out in Aug is my fault. Christina should not threaten people. I shouldnt be monetarily responsible when emp.s demonstate a pattern of procedural noncompliance and inability to maintain and pass on correct records.

  Business Response

  Date: 02/24/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns regarding your move-out experience at Ashford Apartments. We sincerely apologize for any confusion or frustration you have encountered regarding your final account balance.
  We have contacted the property team and their leadership to review the details of your move-out, key return, and the assessed charges. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and work toward a resolution.
  Please do not hesitate to let us know if you need anything further in the meantime.
  The Greystar Team

• Initial Complaint

  Date:02/20/2025

  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.

  FILING A FORMAL COMPLAINT AGAINST THE COMPANY AND
  INDIVIDUALS BELOW:
  HORNET COMMONS LASING OFFICE
  Greystar California, Inc.
  Attention: Nicolas R*****, Community Manager,
  Taylor Macias, Leasing manager, & Alex Batson
  3001 State University Drive
  Sacramento, CA 95826
  
  To Whom It May Concern:
  Regarding: ********* ********, Building * Apartment *** Room * (3001 State University Drive)
  My daughter, *********, notified the leasing office at Hornet Commons about a leak in her window on
  09/21/2024. Inspections on 09/22 and 09/23 by staff and maintenance were completed. On Thursday,
  10/3, she was notified through email that she would need to leave the apartment and move into a
  temporary room before construction started the next week on 10/9 at 9am. This email did not provide any
  information as to what room she would be moving into, but it mentioned that a follow-up email would be
  sent with said information on that following Monday. She went into the office that Friday, 10/4, to see if
  she could get any clear instruction on where she was moving and for how long. She discussed this with a
  manager named Cristian, who mentioned that he had been briefed on the situation, but overall didn’t have
  any sufficient details to spare, and proceeded to tell her to wait for the follow-up email on Monday.
  On 10/7, my daughter received the follow-up email. It stated that she could pick up her new keys the next
  day, 10/8, and move out before the morning of 10/9, when the construction was to start. According to the
  email, she would apparently have little to no access to her room while they worked on it. I told my
  daughter not to leave the apartment until we talked to the management and got answers from them about
  room assignment and the timeframe for construction.
  My daughter and I went to the leasing office the afternoon of 10/8 and spoke to a manager named Alex.
  He seemed pleasant enough but had no information. I explicitly told him that my daughter needed more
  time and that she needed to be provided with either boxes or movers. Alex stated that the management
  was meeting with the maintenance staff and would have more information later that day and that they
  would notify me or my daughter. I made it clear to Alex that he should find out how long this would last
  and that my daughter would need to be compensated in some way if this situation lasted more than a
  week. His response was “it shouldn’t take more than a week, but I will let them know what you are
  requesting. By the way, do you know what and how much you want?” He continued to bait me into giving
  
  2
  him a dollar amount. Later that day, my daughter received a call from the leasing office at 5:30pm while
  she was in class and was unable to answer it. They did not leave a voicemail.
  The following day, 10/9, maintenance showed up to the apartment at approximately 10:30am. My
  daughter asked the maintenance men the questions management had failed to answer. They said that
  they were hoping the construction would take no more than a week and that their initial plan was to have
  all four roommates relocated so they wouldn’t be disturbed by the construction, but clearly, the leasing
  office did not take their request into consideration. They also clarified that they had given Alex the
  answer regarding the timeframe, and they assumed he had relayed it to my daughter. Maintenance
  began working in the living room, removing the HVAC unit because the water damage was from the
  HVAC in the unit upstairs. The leasing office seemed to be under the impression that the leak only
  needed fixing in my daughter’s room when the water had actually seeped into the living room walls as
  well, and mold was found.
  Later, my daughter went to the leasing office after her class, around 3pm, to see what was going on and
  Alex told her that he left a message regarding the timeframe for the construction work (NOT TRUE).
  When my daughter made him aware that no message was left, she was given a cart and made to leave
  her identification as collateral (ridiculous). The cart was for my daughter to move her things, and it had to
  be returned before the office closed at 6pm! My daughter moved only her essentials since she wouldn’t
  have any access to her room or enough time to pack. One of her roommates (****) moved into the
  temporary apartment with my daughter because she could not stand to be in a living space with no HVAC
  and all the noise and dust. However, they both needed to keep going down to their apartment since all
  their pots/pan/utensils were in the apartment that construction was being done in and they did not move
  the other two roommates (***** and ****) who also needed the pots/pan/utensils.
  Week after week, both my daughter and **** stopped by their apartment to see what progress had been
  made with the construction. The workers let them know when certain things would be done, unlike
  management who failed to send any emails or consistent updates.
  Management’s negligence resulted in my daughter returning to her temporary apartment at midnight on
  11/2 to find that she was locked out (unacceptable and dangerous). An RA on call was able to get her
  back into the apartment and told her that her key had only been programmed for two weeks and that she
  needed to go to the leasing office the next day to have it reprogrammed. She did. Management was in
  the office at the same time, but they still had no updates.
  My daughter had received an email (see attached) on 10/23 stating that she could move back to her
  apartment, but that they had to order a new part for the HVAC and they would notify her when it came in.
  It being October, it was consistently 100 degrees outside during the day and the small portable air
  conditioner placed in the living room did nothing to help with the temperature, meaning that the apartment
  was always at least 80 degrees OR HIGHER inside and the noise and dust were unbearable.
  At night, the temperature outside would drop to the 40s and with no heating, ***** and ****, the
  remaining roommates, were left to freeze. My daughter and **** decided they’d stay in the temporary
  apartment until the HVAC was up and running in their unit because they hadn’t heard anything from
  management at the leasing office. I went with my daughter to check on her apartment and there was no
  heating or air. I spoke with ***** and I asked why they had not moved out and she responded “we
  asked and were told that there are no available rooms”. I let her know that that was illegal and a hazard
  to their health and they needed to ask again for accommodation, and I cited her the Code below.
  
  3
  Tenant Rights Under California Civil Code 1942
  In California, the implied warranty of habitability requires landlords to maintain properties in a
  safe and suitable condition. This includes compliance with health and safety codes to prevent
  conditions dangerous to tenants’ well-being. Essential services like plumbing, heating, and
  electrical systems must be functional. Additionally, properties must be free from hazardous
  substances like lead paint and mold.
  On 11/18, my daughter received an email and a call from the leasing office. They seemed to be confused
  as to why she was still in the temporary apartment. They demanded that she leave and return the keys
  by 6pm the next day or else they’d have to charge her rent for two units. Like the first time, this call came
  in at around 5:30pm, a half hour before the leasing office closes! When she went to check on her
  apartment room, the paint on the window was chipped, the carpet had not been replaced or installed
  properly after the work on her window was completed. I told her not to move into the apartment until it had
  been repaired and to call the leasing office.
  I called Taylor on 11/19 to inform her that my daughter would not return until the above things were taken
  care of. The lack of communication and incompetence with all the managers at this office is ridiculous,
  and I told her so. She acknowledged that there had been some gaps in communication in the office. I told
  her that they all need to have some type of training in customer service. Taylor had the gall to tell me,
  when I asked why they failed to keep my daughter informed of the status of her apartment, that, “it is not
  our fault she chose to stay more than a week in the temporary apartment when she should have
  left since the apartment repairs was already complete.” I became frustrated and explained to her that
  my daughter didn’t choose to stay that long. She was never given actual information or updates other
  than the email from 10/23 that stated a part had been ordered. I also told her that we had seen the
  apartment that evening, and the HVAC had not even been installed yet because they were still waiting on
  the part. Taylor then proceeded to tell me that “You should have notified the office!”
  I said that was not my job but hers and that her attitude and the miscommunication in their office and
  between management was unprofessional. I also stated to her that I was looking for some type of
  compensation for my daughter for all the inconvenience they caused her and her roommates, and she
  said she would take it up to higher management.
  I reminded her of all the communication my daughter and I have had with the RA and student staff along
  with management and let them know that I did not appreciate my daughter being called a liar and that all
  management by now should be aware of the situation, since both ********* and **** had continuously
  gone to the office to check in with management. They would tell them that a meeting would be happening
  later and they would relay the information to them afterwards, but no information was ever available.
  ********* and **** moved back to the apartment on November 19, 2024. More than a month after she
  had moved out on October 9, 2024.
  I continued to follow up with the leasing management and only Taylor seemed to be available and never
  had any information. I called on 11/27 and asked to speak with Taylor and was told she would be back in
  the office on Monday, 12/2. I called on 12/2/24 and Taylor was not in the office so I asked to speak with
  any available manager, because I needed the status of my request for compensation for my daughter. I
  was given a generic email and I sent the question over email. Taylor called me back on 12/3, with an
  attitude. If she had been my employee she would have been dismissed on the spot, however that was
  not the worst of it. When I asked about the status of compensation request for my daughter she stated,
  “Nico said that is not gonna happen!” I proceeded to remind her that I will and am going to go over
  
  4
  their heads and that something will have to be done to compensate not only my daughter but all the
  residents of that apartment. I also reminded her how illegal their actions were. She hung up.
  I TOLD TAYLOR THAT I NEED THEM TO COMPENSATE MY DAUGHTER AS WELL AS THE OTHER
  TENANTS FOR THE INCONVINIENCE AND I WILL DO WHAT NEEDED TO BE DONE SO THAT
  THEY WOULD COMPLY WITH WHAT WAS DISCUSSED AT THE BEGINNING OF THIS SITUATION.
  I SENT THEM A DEMAND LETTER (ATTACHED) AND HAVE NOT HEARD ANYTHING.
  I am sure your office is well aware that Sac State, and its vicinity, is a high sex trafficking area. The fact
  that my daughter was locked out at midnight because of the leasing office’s incompetence is appalling
  and unacceptable. The fact that the only information that my daughter was receiving was from the
  construction staff is ridiculous. The incompetence in this leasing office is ridiculous and they should be
  FIRED for putting students’ health and welfare in harm’s way.
  If my daughter had not informed them of the leak, the situation would’ve been much worse with black
  mold running down two floors. Ironically enough, at this time, the office posted notices on the residents’
  doors claiming they were going to have maintenance come in to inspect for leaks (which they never did).
  Each health and safety inspection thus far has been subpar, with student staff walking into people’s
  rooms to look around for a quick second and then leaving. This is one of many shortcomings of the
  Hornet Commons management leasing office and the employees. Another example, the door to the
  fourth floor of Building E is jammed, which is not ideal in a world where fires burn down buildings. They
  have been notified previously of this. They still have not fixed it. I thought about having my daughter do a
  lease takeover, since per the contract they aren’t allowed to break the lease, but she would still have to
  pay a fine, ultimately breaking her lease anyway.
  With all that being said, I was going to ask for a compensation of at least a month of waived rent,
  however, after dealing with the leasing company and their incompetent, untrained, and unprofessional
  staff, I want my daughter to receive the minimum of two months of free rent, considering how high their
  rent is. I am also asking that you train your staff or hire new managers that have some type of customer
  service skills and knowledge of what tenant laws and rights are. PLEASE! I know for a fact that I am
  not the first parent with complaints of their inability to do their jobs! I have seen the reviews in the Better
  Business Bureau website and on ****** reviews. Taylor’s and Alex’s names pop up consistently in
  these negative reviews.
  
  Sincerely,
  
  ******** ********
  **** ** ******* ***
  Elk Grove, CA 95757
  ###-###-####

  Business Response

  Date: 02/20/2025

  Dear Ms. ********,
  Thank you for reaching out and sharing your concerns regarding your daughter’s experience at Hornet Commons. We sincerely apologize for the challenges she faced during her temporary relocation, as well as any delays in communication or assistance from the leasing office.
  We have contacted the team at Hornet Commons along with their leadership to investigate this matter further. A Greystar representative will be reaching out to you within the next 10 business days to address your concerns directly.
  We appreciate your patience and understanding as we work to review this situation. Please let us know if you need any further assistance in the meantime.
  Best,
  The Greystar Team