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:02/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding the unprofessional and disorganized leasing process my elderly mother, ******** ****** experienced at Henley at Kingstowne. Despite her following all instructions and my assistance throughout the process, the leasing office repeatedly failed to follow through on their responsibilities & actions, provided conflicting information, and canceled her application due to their own delays and incompetence. I have attached a detailed overview of the situation and can provide additional evidence of the leasing office’s delays and mismanagement, if needed. Please see the attached document.

  Business Response

  Date: 02/07/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you experienced during the leasing process at Henley at Kingstowne. We understand how frustrating this must have been for you and your family.
  We have contacted the property team and their leadership to investigate the situation, and a Greystar representative will be reaching out to you within 10 business days to follow up on your concerns, including your request for a refund and acknowledgment.
  We appreciate your patience while we review this matter.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/06/2025

  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.

  A residential rental property in Seattle, WA, The McKenzie, uses Smart Disburse from Transcard. The property management company issued me a $600 in Nov. 2024. I have attempted to get this refund from Transcard/Smart Disburse since that date, but each time I have spoken to their customer service people, I get a different process, story, or reason why the refund payment is delayed. Concerned that they are involved in deep-rooted financial scams as nothing they have told me to date adds up. So far, Transcard/Smart Disburse has failed to refund this as the property instructed them, and we are more than 90 days.

  Business Response

  Date: 02/07/2025

  Dear ******,
  Thank you for bringing this to our attention. We apologize for the frustration you’ve experienced while trying to retrieve your $600 refund through Smart Disburse from Transcard. We understand that delays and inconsistent communication can be incredibly frustrating.
  We have contacted The McKenzie and their leadership team to investigate this matter and ensure a Greystar representative follows up with you directly within 10 business days.
  If you need further assistance in the meantime, please don’t hesitate to reach out.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/06/2025

  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 was applying for an apartment at Avana South Oaks in late September 2024, and I paid a refundable $250 deposit on my application. Through miscommunication of the property (they were asking for income verification and being very difficult, i provide all the information necessary) I decided to move on and pursue a different living situation. When i alerted the property of this, they denied the original application so that I could receive my refundable $250. I spoke with the agents Andrew and Lux at the property and it was confirmed that I would received my refund. After a few months of not receiving it i continued to contact the property and was told that i would receive and e gift card and if it wasn’t cashed, I would be sent a check after 60 days. It has been well over 90 days since that last conversation and I have not seen or received anything. I have called well over 5 times within the past 2 weeks and left 3 voicemails. My father has also spoken to the property managers after a ridiculously long time trying to contact them. They now will constantly push off the issue and say we will receive a call back which never comes. The money was confirmed that it was eligible for the promised refund. This is extremely shady business.

  Business Response

  Date: 02/07/2025

  Dear ******,
  Thank you for bringing this to our attention. We sincerely apologize for the delay in processing your refundable deposit from Avana South Oaks. We understand how frustrating this has been, and we appreciate your patience.
  We have contacted the team at Avana South Oaks and their leadership to investigate this matter. A Greystar representative will reach out to you within 10 business days to provide an update and assist in resolving your concerns.
  Please let us know if there’s anything else we can do in the meantime.
  The Greystar Team

• Initial Complaint

  Date:02/06/2025

  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 this complaint against Alta Purl, a Greystar property, regarding the mishandling of my security deposit refund. After moving out, I received an itemized receipt stating that I was owed $1,119.87; however, the refund I received was $250 short. It has now been well over the required 30-day period, and despite this, I have yet to receive the remaining balance.
  
  Throughout my time living at Alta Purl, my experience with the company has been extremely disappointing. Poor communication, lack of responsiveness, and unprofessional management have been ongoing issues. This situation with my security deposit is just the latest example of their failure to operate with integrity and follow legal obligations.
  
  As a Greystar-managed property, Alta Purl should be held to a higher standard of professionalism and accountability. I am requesting immediate resolution of this matter and expect the remaining $250 to be returned to me without further delay. If this is not addressed promptly, I will be forced to explore additional avenues to recover the funds owed to me.
  
  I hope this can be resolved as soon as possible.
  
  Sincerely,
  ****** ******
  
  **I've attached the move out statement I received from the office on 12/27/24 along with the full email communication I've had with the office regarding this refund and their lack of response.**

  Business Response

  Date: 02/07/2025

  Dear ******,
  Thank you for bringing this to our attention. We sincerely apologize for the frustration caused by the delay in receiving the full refund of your security deposit. We have contacted the Alta Purl property team and their leadership to investigate the issue, and a Greystar representative will be reaching out to you within 10 business days to follow up.
  We appreciate your patience and will ensure this matter is addressed as soon as possible.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/06/2025

  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 lease pdf won’t let me download or view it. I provided screenshots with emails along with the charge that was place on my credit, thanks. 

  Customer Answer

  Date: 02/06/2025

  Subject: Request for Credit Report Correction
  
  Dear BBB,
  
  I am writing to formally request the removal of a negative item from my credit report regarding my lease at Autumn Springs.
  
  I initially signed the lease in April 2020 with ******* *****. In May 2020, I moved out and was informed by Assistant Property Manager Christopher C***** that I was in the process of being removed from the lease. In August 2020, I was told that Ms. ***** had to vacate the residence due to non-payment of rent and unauthorized tenants. Mr. C***** assured me that any outstanding balance would remain Ms. *****’s responsibility and that this matter would not affect my credit.
  
  However, a year later, I discovered that the debt had been reported on my credit, despite Mr. C*****’ assurances. By that time, he was no longer employed there, and I was unable to get assistance from anyone at the property. Ms. ***** has not taken responsibility for the balance, and I have been unable to contact her.
  
  This situation has negatively impacted my financial stability and my ability to provide for my child. Given the miscommunication and incorrect assurances made by Mr. C*****, I respectfully request that this debt be removed from my credit report as it was never supposed to be my responsibility.
  
  Please review this matter and provide a resolution at your earliest convenience. I appreciate your time and assistance.
  
  Sincerely,
  ***** ********

  Business Response

  Date: 02/07/2025

  Dear *****,
  Thank you for reaching out regarding your concern. We understand how important this issue is, and we sincerely apologize for the confusion and frustration it has caused. We have contacted the Autumn Springs property team and their leadership to investigate this matter further. A Greystar representative will be reaching out to you within 10 business days to follow up on your request regarding the reported debt.
  We appreciate your patience and will ensure this matter is reviewed as soon as possible.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late May of 2024, I noticed that Altair/DMS/Strategic fund had made inquiry(s) to ******** regarding consumer report and my nonpublic personal information without my knowledge, authorization, or written consent to do so. Altair/DMS/Strategic fund has repeatedly violated my privacy rights by selling, trading, sharing, reporting, and inquiring about my nonpublic personal information without my written consent or permissible purpose to do so. When a company sells, trades, shares, reports, or inquires about a consumer's report without the consumer's knowledge, authorization, or written consent, it is a violation of that consumer's privacy rights under the Privacy Act of 1974, and consumer rights under the FCRA. Altair/DMS/Strategic fund has ignored the FCRA and the Privacy Act of 1974, they've continued violating my privacy rights by selling, trading, sharing, and reporting my nonpublic personal information without having permissible purpose or my consent to do so. I have sent multiple opt out letters to Altair/DMS/Strategic fund (citing the opt out laws and my rights to opt out), but I never got a response back from them. Altair/DMS/Strategic fund must immediately stop inquiring about, selling, trading, sharing, or reporting my nonpublic personal information to credit agencies without my written consent. Altair/DMS/Strategic fund does not have my written consent to sell, trade, share, or report my non-public personal information. I did not give Altair/DMS/Strategic fund consent to sell, trade, share, or report my non-public personal information to third parties and non affiliates. I do not have a contract with Altair/DMS/Strategic fund, therefore they should not be selling, trading, sharing, or reporting non-public personal information with any other third parties, non affiliates or credit reporting agencies. Altair/DMS/Strategic fund must remove all negative items from their reporting system in regards to my nonpublic personal information.

  Business Response

  Date: 02/06/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns with us. We understand your frustration regarding the inquiries made to ******** and your concerns about privacy and credit reporting.
  We have contacted the appropriate team within Greystar and our leadership to investigate this matter. A Greystar representative will be in touch with you within 10 business days to follow up on your concerns.
  If you have any additional details you would like to provide, please feel free to share them.
  Best regards,
  The Greystar Team

   

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greystar has been deceitful in my living experience at their property in Durham, NC “The Beckon”. They allowed my car to get broken into with no increase in security measures, allowed me to go without access to hot water for 5 days and were not remorseful, have my security deposit withheld for me for more than 30+ days, and charged me hidden fees that were mandatory and added to the rent. These fees included "valet trash" fees, package handling fees, and utility fees. The fees violated the Federal Trade Commission Act and the Gramm-Leach-Bliley Act. They are not being accountable in holding up their end of the contract for returning my security deposit and have caused me distress and delay.

  Business Response

  Date: 02/06/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns regarding your experience at The Beckon. We apologize for any frustration this situation has caused.
  We have contacted the property team and leadership for The Beckon in Durham so they can review the status of your security deposit and the additional fees charged. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience while the team looks into this matter. If you have any additional questions in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently moved out of the Greystar managed 777 Tenn property in San Francisco, CA. The required security deposit was $1,500. I have lived in many apartments, and have always gotten the overwhelming majority of the deposit back. In this case I’m being refunded only $129 of the $1,500 deposit. Of course I expected the last utility statement to be deducted, which was the case. But I was also charged $249 for cleaning, another $144 for carpet cleaning, $141 to “repair holes”, and $455 for painting. I rented a machine to clean the carpets, spent an entire day cleaning the unit, appliances included- to the point where it was most definitely in the same conduction of cleanliness as when I moved in. Some paint touch up was needed on 3 of the walls but they really went overboard claiming to need to paint the entire unit. I filled any holes I made, all they had to do was paint touch up. Aside from that, the cleaning charge is ridiculous because I left the place clean. Most of these charges don’t appear lawful- California law states that it can only be used for damages and to bring the unit back to its original condition aside from regular wear and tear. That’s great they want the place repainted, professional carpet cleaning, and professional cleaning/sanitization of the whole unit but that is NOT my responsibility to pay for as long as I left the unit clean and in good condition. I wouldn’t have complained about a small fee for spot painting or touching up walls but when you take hundreds and hundreds out of my deposit only leaving me with a $129 refund (while I question the actual legality of the charges), it doesn’t seem fair. I paid them almost $60,000 in rent over the 15 months yet they want to nickel and dime me for stuff like this at the end. Sadly I regret living there. The community manager is nice, but didn’t really seem willing to waive the charges. I’m just very disappointed in my experience with them.

  Business Response

  Date: 02/06/2025

  Dear ******,
  Thank you for taking the time to share your concerns regarding your move-out charges at 777 Tenn. We apologize for any frustration this situation has caused.
  We have contacted the property team and leadership for 777 Tenn so they can review the charges applied to your security deposit and investigate further. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience while the team looks into this matter. If you have any additional questions in the meantime, please let us know.
  Best,
  The Greystar Team

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived here when it was called The Mark at Denton before it became The Beverly at Denton. I broke my lease early as I was going through a divorce. I contacted the previous leasing agent, Christopher P*******, via email - which I have documented, and informed him that I would be leaving and the other renter would remaining. My name was not removed from the lease at that time. My ex ended up not honoring the remainder of the lease and Greystar (the management company) ended up sending me a bill for $18,000. Even thought I informed the leasing agent that I was no longer living there, if I am to be responsible for these fees, they shouldn’t have been more than $8,458.87. I have documentation of the “final balance” before Greystar added the $12,098.19 in remaining rent for my lease. I tried reaching out to Greystar and they advised me there was nothing that could be done as my debt was sold to collections. After my ex moved out, someone lived in that unit 2 months after. Yet I was charged for the remainder of my lease.
  
  Texas Property Code Section 91.005 states that it is the landlord’s duty to mitigate damages. But Greystar charged me for the remaining months of the lease while collecting rent from a new tenant in the same unit. I am more than happy to pay the debt that I owe, but it is unlawful/unethical for Greystar charge me $12,000 in future rent.

  Business Response

  Date: 02/04/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns regarding your lease break charges at The Mark at Denton (now The Beverly at Denton). We understand how frustrating this situation has been, especially given the circumstances surrounding your move-out.
  We have escalated your concerns to the property team and leadership so they can review your account and investigate the charges. A Greystar representative will be reaching out to you within 10 business days to discuss your concerns and provide further clarification regarding your balance and any possible resolution.
  We appreciate your patience while the team reviews this matter, and we will ensure that they follow up with you as soon as possible.
  — The Greystar Team

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reported 1/15
  Detailed Description of Problem:
  
  Unresolved Cigarette and Marijuana Smoke Odors:
  Since moving in, my unit has had persistent odors of cigarette smoke and marijuana. This is in violation of the non-smoking policy for the residence. I have reported the issue multiple times to management. I was informed that the matter was being investigated and escalated to the higher management, but the issue continues without resolution, and I have received no further communication from the management team.
  
  Failure to Apply Concessions:
  As part of my lease agreement, I was issued $9,600 in concessions for my unit. However, these concessions have not been applied to my account to date. Despite my inquiries, this issue remains unresolved, and I have yet to receive any response or explanation from management.
  
  Unresolved Billing and Additional Charges:
  Along with the concession issues, I have also encountered additional charges on my billing statement that have yet to be resolved. Despite multiple attempts to reach out to management for clarification and resolution, my concerns continue to be ignored, and the billing issues remain outstanding.
  
  Actions Taken:
  I have made several attempts to address these issues directly with the management team through reports and meetings. I met with the community manager who assured me that the matters were being escalated for further investigation, but no follow-up has occurred. The lack of response and failure to resolve these issues has left me frustrated and dissatisfied with the management at Ventana Residences.
  
  Expected Resolution:
  
  I expect the odors of cigarette smoke and marijuana to be properly addressed, with a clear action plan from management.
  I request that the $9,600 in concessions be applied to my account as per my lease agreement.
  I expect the additional charges on my billing statement to be resolved and corrected promptly.
  I request clear communication and timely responses from the management team moving forward.

  Business Response

  Date: 02/04/2025

  Dear ********,
  Thank you for reaching out and bringing these concerns to our attention. We sincerely apologize for the frustration you have experienced regarding the smoke odors in your unit, unresolved concessions, and billing discrepancies at Ventana Residences. We understand how important it is to have clear communication and timely resolutions for these issues.
  We have contacted the Ventana Residences property team and their leadership to review your concerns and investigate your account. A Greystar representative will be reaching out to you within 10 business days to discuss these matters further and provide clarity on next steps regarding your lease concessions, billing charges, and the ongoing odor issue.
  We appreciate your patience while we work on resolving this, and we will ensure that the team follows up with you as soon as possible.
  — The Greystar Team