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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  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

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  Mason

  101 Mill Rd Everett, MA 02149-3049

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:01/24/2025

  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.

  Breach of signed apartment lease

  Customer Answer

  Date: 01/24/2025

  Complaint ID ********

  I was informed that my complaint was closed for a lack of clarity/not enough information. Could you please tell me what more information you need for my complaint?

  Customer Answer

  Date: 01/24/2025

  The Greystar property that I have a complaint in is called Alta Landing. It is located on 3100 Joplin Rd. Kennedale, Texas Zip code 76060. Attached is the exact Greystar property that my complaint is about. 

  Business Response

  Date: 01/24/2025

  Dear ****,
  Thank you for sharing your concerns with us regarding Alta Landing. We are sorry to hear about the issues you’ve experienced regarding your signed apartment lease.
  We’ve contacted the team at Alta Landing and their leadership to investigate your concerns. A Greystar representative will follow up with you within 10 business days to discuss this matter further.
  Thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/23/2025

  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.

  Been living at these apartments for almost Year. Management is very sloppy. They never returned phone calls or answer emails. I’ve complained several times. They list numbers to call that go nowhere but yet they’re quick to take my rent money. I’ve left continuous messages and emails that go nowhere but dozens of emails and automated text messages saying that they will contact me.

  Business Response

  Date: 01/24/2025

  Dear ****,
  Thank you for sharing your concerns with us regarding your experience at Mira Vista Hills Apartments. I sincerely apologize for the frustration caused by the lack of responses to your phone calls and emails. We understand how important it is for residents to feel heard and supported.
  We have contacted the management team and leadership at Mira Vista Hills to investigate your concerns and ensure a representative follows up with you directly. Please expect to hear from someone within the next 10 business days.
  Thank you for bringing this to our attention. If there’s anything else you’d like to share, please don’t hesitate to let us know.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/23/2025

  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 filing this complaint regarding the ongoing noise disturbances at my apartment complex, Birchway Perry Rd, which the management has failed to address despite numerous reports and documented evidence.
  
  Since I moved in, I have been subjected to persistent noise issues from neighboring units that severely disrupt my ability to enjoy my home. I have taken every reasonable step to resolve this issue, including:
  1. Writing directly to the neighbor responsible for the noise.
  2. Contacting law enforcement, resulting in three police visits and two formal reports.
  3. Reporting the issue to the front office staff and maintenance team, who have confirmed the validity of my concerns.
  4. Sending multiple emails to the property management, including the regional manager.
  
  Despite these efforts, the management has consistently failed to take decisive action. While they have acknowledged my complaints, their responses have been superficial and ineffective, offering gestures rather than lasting solutions. The noise issues persist, impacting my quality of life and ability to enjoy my apartment.
  
  I am requesting the management of [Apartment Complex Name] take immediate and conclusive action to enforce noise regulations and address this ongoing issue. Their failure to provide a peaceful living environment constitutes a breach of tenant rights and a lack of professional responsibility.
  
  I am filing this complaint in hopes that it will compel the management to take their obligations seriously and ensure a resolution.
  
  Desired Resolution:
  I seek a formal acknowledgment of my concerns, a clear plan of action to address the noise disturbances, and ongoing communication to ensure the issue is fully resolved. If this cannot be achieved, I may pursue further legal action to protect my rights as a tenant.

  Business Response

  Date: 01/23/2025

  Dear ****** ******,
  Thank you for sharing your concerns with us regarding noise disturbances at Birchway Perry Rd. We sincerely apologize for the ongoing disruption you have experienced and for any frustration caused by the lack of resolution thus far.
  We have contacted the property team at Birchway Perry Rd and their leadership to investigate your concerns further. A Greystar representative will follow up with you directly within 10 business days to address the situation and discuss next steps.
  We appreciate your patience as we work to ensure this matter is resolved. If you have any additional information or documentation that may assist, please feel free to share it with us.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/23/2025

  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’m writing this at 2am. I’ve been sitting here for 3 hours trying to go to sleep as my neighbors blast music from all sides. The apartment has heard my complaints that I have on record for over a year. I just want to leave or have them do anything to fix it. I have messages from them basically telling me there’s nothing they’re going to do about it. Maryland quiet enjoyment laws require a certain level of quiet and they do not care. I threatened to leave and they said I need a lawyer. I have tons of messages between them over many months talking about the issue and many responses of theirs telling me they won’t do anything. I have called the cops, nothing, sent proof to them, nothing. My wife is a nurse who wakes up at 6am and she gets no sleep. We have to sleep on the couch of our own apartment multiple times per week because our bedroom is too loud to sleep. Tonight there is noise coming from multiple sides so I am just sitting here waiting to have some peace and quiet so I can finally fall asleep

  Business Response

  Date: 01/23/2025

  Dear *******,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the ongoing noise disturbances you've been experiencing at 6000 Merriweather Dr. We understand how frustrating and disruptive this situation has been, especially as it impacts your ability to sleep and your family's comfort.
  We’ve contacted the property and its leadership team to address this matter and requested they investigate your concerns further. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns and potential resolutions.
  Thank you for your patience as we work to address this issue.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/22/2025

  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 January 16th, cigarette smoke came into apartment **** through the vents. Apt **** resident reported the issue to The Maxwell Manager and the resident support person and the maintenance worker. Apartment **** resident tracked the cigarette smoke at the time it happened. On January, 21st the paramedics were called and stated the smoke pouring into the apartment was not cigarette smoke but marijuana, it was also thick in the hall when my vitals were being taken, I was told to leave the apartment to lower my blood pressure and on January 22nd at 8:04am the marijuana smoke started and is coming in through the vents of the apartment and down the hall, the police were contacted because marijuana is considered an illegal substance in Texas. January 22nd: Apartment **** is full of marijuana smoke and I have the door open airing it out when it is in the 20's outside, January 22nd, 2025 8:45am. All marijuana smoke has disappeared from the hall and is all in this apartment and it is coming in through the vents when the AC heater comes on. I f anyone comes here at this time to investigate they will blame me and I have done nothing, only that the Resident who Greystar allowed to rent here who is a drug addict is smoking and clearing their area and my vents are full of marijuana smoke. My health is in in danger. I am pretty sure the police came and located the person, but the marijuana is still coming strong from my vents. My blood pressure due to the marijuana smoke and the stress of it coming in, is up so I cannot drive. January 22nd at 10:50am Marijuana smoke in the hall and the stairwell coming from the third floor coming in through vents of apartment **** nothing is being done police were contacted because it is an illegal substance. My health is in danger once more. Wed. January 22nd, 2025 : Marijuana smoke strong from the ground floor all the way to the 4th floor in the stairwell. I had to take the stairs because both elevators made a loud screeching sound and rocked.

  Customer Answer

  Date: 01/23/2025

  Hello,
  
  
  An additional resolution is to attain an eviction hold off until I can pay January rent. I have been consistently late with my rent because I had to get licensed and credentialed as a supervised psychologist, it has taken 6 months so I have been late with my rent. I am requesting to pay January and February rent on February 10th, because that is when I will receive pay. I ask that the Greystar CEO will work with me and allow me to pay late this time until the end of January when I receive my patient load.
  
  
  Regards,
  Dr. ****** ***** Ph.D.. RPA-CA

  Business Response

  Date: 01/23/2025

  Dear ** *****,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the smoke disturbances and the related health impacts you've experienced at 7777 Adelaide St, Apt ****. We understand how distressing and disruptive this situation has been for you, and we want to assure you that your concerns are being taken seriously.
  We’ve contacted the property and its leadership team to investigate this matter further. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns and any potential solutions.
  Thank you for your patience as we work to address these issues.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of Tate at Tanglewood on Oct 22 2024 after my lease ended. I have yet to receive my security deposit. According to Texas Property Code 92.109 landlords are required to return a security deposit and provide an itemized list of deductions, if applicable within 30 days of the lease termination. As of today, it has been 89 days, and I have yet to receive a follow up from my last email requesting those pertinent details nor have I received the security deposit.

  Business Response

  Date: 01/23/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in processing your security deposit and providing the necessary documentation following your move-out from Tate at Tanglewood.
  We have contacted the team at Tate at Tanglewood and their leadership to investigate this matter further. A Greystar representative will reach out to you within 10 business days to provide you with an update and resolve this issue promptly.
  If you have any additional information or questions in the meantime, please feel free to let us know.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/21/2025

  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.

  This is my formal complaint against Greystar & Mission at Johnson Creek in Arlington, TX for improper billing & lack of responses for my refund. I moved into the apartment complex 5/22/23 and stayed until 9/6/14. When i first moved in the complex was owned by a different company however Greystar took it over in December of 2023. That is when we noticed a discrepancy of charges for the apartment. Timeline of Events: 1. 12/28/23: we were charged for backdated water despite being told we didn't pay for water. The amount was for around $300. We tried to ask why we were being charged however the old company said it was Greystar who charged and to ask them. We never heard back and assumed it was a fluke. 2. In August 2024: we put in our notice to Vacate the unit due to my husbands miltary job. We were approved and given a number we would pay. 3. On 9/6/24 we vacated the unit and sent an email letting them know the unit was vacated and locked. Upon receiving our FAS we reached out due to the $175 we were due back out of our $1200 deposit and the move out date being 9/9/24 instead of 9/6/24 along with various charges. 4. Sent called and sent various email from 9/15/24 - 9/30/24: Sent multiple emails disputing our water and sewer charges from 12/28/24 - 5/21/24 & provided documentation. After I was told there is nothing they can do I was connected with Mr. Serna of Greystar who said he would issue us a credit of $293.55 and he would look into the water/sewer issue. However i have not received any money or any other follow up emails since 9/21/24 despite reaching out. I am scared to cash any check that i have received because i believe it would lead to Greystar washing their hands of my situation and not fixing anything.
  
  I am at my wits end with this situation and would like to see if this can be rectified ASAP. I also have any all al supporting documentation to my claim. Should you need to see receipts I can send them via email.

  Business Response

  Date: 01/22/2025

  Dear ******** ********,
  Thank you for sharing your concerns with us. We sincerely apologize for the difficulties you have encountered regarding billing and refund issues at Mission at Johnson Creek.
  We have contacted the property team and leadership at Mission at Johnson Creek to investigate this matter further. A Greystar representative will reach out to you within the next 10 business days to address your concerns.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:01/21/2025

  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 moved into this apartment on December 3rd 2023. After living here for over a year, these apartments are grossly overpriced, because of how they are managed.
  
  The management does not care about solving issues around the complex, and seems to procrastinate unless an issue is time sensitive.
  
  For example: when I moved in, I noticed a lot of my neighbors entering the gate by using a number code.
  I never received a gate code for my apartment, when I called and asked how to get my gate code, (so I can enter the apartment freely) they told me “you must use the screen, to call yourself, and then you can open the gate over the phone.”
  This was frustrating, because I was easily able to talk to one of my neighbors, and ask to borrow their gate code, which lets me enter my apartment quickly and freely.
  It’s frustrating that even though I’m paying the same as everyone else, I get worse treatment, and they’re too lazy to generate a gate code for me, it’s lazy.
  If I’m paying $1,700 a month, it’s not fair to treat some tenants better and offer them a gate code instead of other tenants.
  
  Currently, the screen on my gate has been out for a week+, which is frustrating because I don’t have a gate code. So I need to use the gate that is away from my apartment, wasting my time, all because my complex 1. Is too lazy to generate a gate code, and 2. Too lazy to fix the screen that allows tenants to enter.
  
  There is a second gate, next to my apartment, that was designed to be entered/exited through, it has a keypad, and a gate.
  Unfortunately for the year I’ve lived here, the complex has been too lazy to fix the opening function, the screen reads “no internet”
  
  Before moving in I was shown a furnished room, looked nice, the paint was perfect, but moving in the carpet is uneven, and the paint is sloppy, the drains barely work, and the list goes on. I feel scammed, and management is too lazy to care.

  Business Response

  Date: 01/22/2025

  Dear *****,
  Thank you for sharing your concerns about your experience at Westhouse Apartment Flats. We sincerely apologize for the frustrations you have encountered with the gate access system and the condition of your apartment.
  We have contacted the team at Westhouse Apartment Flats, along with their leadership, to investigate these matters further. A representative from the property will reach out to you within 10 business days to address your concerns directly.
  Thank you for bringing these matters to our attention. We appreciate your patience while we work to resolve this for you.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/20/2025

  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.

  I live with my grandma ***** ******** and my two children. We haven’t had heat or hot water ever since last week (11-22-2024) and this is going on 2 weeks starting today. They keep sending maintenance over to “fix the situation” and “they fix it” and then the next day we don’t have heat or hot water. The maintenance personnel just came over here about 10 to 15 minutes ago and “fixed it” and then once he left, it stopped working. We’ve asked them to supply us with heaters again until this issue gets resolved. I’ve called the office multiple times and no one will answer or return my call. I’ve left voicemails and everything. I have young children who are 4 years old and they have respiratory issues. It is getting very cold outside. I’ve explained the situation to one of the ladies at the front desk and she immediately caught an attitude with me. This is not fair and no resident should be treated this way.

  Business Response

  Date: 01/27/2025

  Dear ********,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the ongoing issues you and your family have experienced with heat and hot water at The Pinnacle At Town Center. We understand how important it is, especially with young children and colder weather, to have these matters addressed promptly.
  We’ve reached out to the property team and their leadership to ensure this situation is investigated thoroughly and addressed as quickly as possible. A Greystar representative will contact you within 10 business days to follow up directly.
  Thank you for your patience as we work to resolve this matter for you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/20/2025

  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.

  30six Noda has mold inside the walls of their apartment that is an ongoing issue that they fail to disclose before allowing residents to move in.
  
  We moved in June 2024 and black mold began growing in our apartment. They blamed it on the setting of our thermostat. We changed the thermostat and assumed accountability, unknowing that it is in almost every apartment and in the walls. The “remediation” on the first instance was wiping our ceiling with bleach.
  
  The mold came back in December of 2024. We have been in contact with the leasing office and the only time we were offered remediation for the mold was after requesting to move out and break our lease, free of charge. We lived in a mold infested apartment for 6 months. We gave them a chance to resolve the issue.
  
  If this was anyone working here, they wouldn’t subject themselves to living in mold, so why should residents have to? We’ve emailed back and forth with Brittany, the community manager, and let her know our plan of action. She couldn’t guarantee that if we tested the mold, and it was black mold, that we would be released.
  
  The maintenance came in time #2, in December, and said our moisture levels were low and our thermostat was on the correct setting. This is no fault of our own, and our health is at risk every single day. Letting us out of our lease is going to be much less expensive in the long run than paying hospital bills for the health implications of long term black mold exposure, especially to someone who makes their living doing physical activity and needs functioning lungs.

  Business Response

  Date: 01/21/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at 30Six NoDa. We deeply apologize for the issues you've encountered with mold in your apartment and the impact this situation has had on your health and living conditions.
  We have contacted the on-site team and leadership at 30Six NoDa to investigate your concerns further and ensure a thorough review of this matter. A Greystar representative will follow up with you directly within 10 business days to address your concerns and discuss potential resolutions.
  Thank you again for bringing this to our attention.
  Sincerely,