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Business Profile

Property Management

Greystar

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2,361 total complaints in the last 3 years.
    • 817 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid a $200.00 deposit to Greystar and Avana Kennesaw. I applied for a home and got denied- this was on June 17th 2025 and today is July 22 2025. I have not gotten a phone call, email or anything from anyone. I have called to the point I am about to give up. I have reached out to the CEO (Bob F****) and he is no help. The leasing keeps pushing me off and telling me to call another number and that other number says they have no record of me. I called corporate over 10 times and left voicemails and no one will answer. I called the leasing office back in one last attempt to get my money and they denied giving me the regional managers work email. I am tired and I just want my $200 like I was promised.

      Business Response

      Date: 07/24/2025

      Hi *******,
      Thank you for sharing your concerns with us. We're very
      sorry to hear about the lack of communication and the frustration you've
      experienced while trying to obtain a refund for your $200 deposit following
      your application denial at Avana Kennesaw.
      We’ve reached out to the team at Avana Kennesaw, as well as
      their leadership, so they can investigate your situation and follow up with you
      directly. A Greystar representative will be in touch with you within 10
      business days to address your concerns.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:07/21/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Today 07/21/25, at my apartment complex Woodshire Apartments roofers began replacing the roof on my building. Woodshire gave none of us any forewarning, and a complete lack of consideration. All tenants entering or leaving have to walk over piles of debris, shingles and roofing nails, we were not told to move our cars to avoid damages, one of my neighbors now has a hole through her roof into her apartment ceiling, and there are now several huge cracks in my ceiling and light fixtures are breaking. The roofing company they used isn’t even an actual company, I am extremely concerned of my safety and all other residents safety. I am currently sitting in my living room watching my ceiling light come out of the ceiling. Not to mention the workers are doing numerous osha violations, walking up unsecure ladders, carrying huge things with one arm walking up the ladders. They are also blowing all debris off the roof onto everything below. Again no one was given any forewarning about this or how to prepare or what to expect

      Business Response

      Date: 07/23/2025

      Hi *******,
      Thank you for bringing this to our attention. We're very sorry to hear about the conditions you've described at Woodshire Apartments during the roofing project, and we understand how concerning this situation must be for you and your neighbors.
      We’ve contacted the onsite team and leadership at Woodshire Apartments so they can investigate and follow up with you directly. A Greystar representative will be in touch with you within 10 business days.
      We appreciate your patience while we look into this further.
      Best regards,
      The Greystar Team

    • Initial Complaint

      Date:07/21/2025

      Type:Billing Issues
      Status:
      Resolved
      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 charged $12.99 per month for a non renters insurance fee. However, I was insured with ***** **** the entire lease. I provided their complex’s I furnace company proof of insurance, and was approved on 6/10/24. And yet, Trellis continued to charge me. I emailed Kayla H******* & provided Sierra W******* with my ***** **** proof of insurance. The email nor paperwork was acknowledged . I’m requesting a refund of $155.88.

      Business Response

      Date: 07/23/2025

      Hi ***,
      Thank you for sharing your concerns with us regarding the
      non-renters insurance fees at Trellis Apartments. We’re sorry to hear about the
      frustration this has caused, especially after you provided proof of your State
      Farm coverage.
      We’ve contacted the team at Trellis Apartments and their
      leadership so they can investigate this further and have a Greystar
      representative reach out to you directly within 10 business days.
      Thank you again for bringing this to our attention.
      Best regards,
      The Greystar Team 

    • Initial Complaint

      Date:07/21/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      After being promised a refund based on services not rendered and reaching out for three weeks to a month still have not been refunded after disclosing I am moving based on military orders still waiting on being refunded.

      Business Response

      Date: 07/23/2025

      Hi *******,
      Thank you for sharing your concerns with us regarding your
      experience at Inkwell Apartments. We're sorry to hear that your refund has been
      delayed, especially after providing notice related to your military relocation.
      We’ve contacted the Inkwell team and their leadership so
      they can review your situation and have a Greystar representative follow up
      with you directly within 10 business days.
      Thank you again for reaching out.
      Best regards,
      The Greystar Team 

    • Initial Complaint

      Date:07/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a tenant at Generation Avondale East, a Greystar-managed property in Stone Mountain, GA. My complaint concerns the recent closure of the community pool for the remainder of the summer season. The pool was a key amenity I was promised and pay for as part of my lease agreement.

      The closure was not due to damage or maintenance, but because of repeated violations of guest rules — some of which involved Greystar staff themselves. On one occasion, I personally witnessed a maintenance employee’s family drop off a group of approximately 16 unattended teenagers at the pool. This was confirmed by on-site staff, who told me that security refused to intervene because it involved staff. I was told that fines would be issued, but no follow-up action was ever communicated.

      More recently, I brought my nephew to the pool and encountered a group of at least 30 people having a party. Staff informed me that none of the individuals admitted to living on the property. Instead of removing or addressing the group, the decision was made to shut down the pool entirely for the rest of the season.

      I have always followed the pool rules and should not be penalized for staff or others who violate them. This approach of collective punishment is both unfair and unprofessional, especially when tenants are paying full rent for amenities that are now being denied.

      I am requesting a rent credit or compensation for the time the pool will be closed, and I strongly urge Greystar to reevaluate how it handles rule enforcement and amenity access for paying residents.

      Business Response

      Date: 07/22/2025

      Hi *******,
      Thank you for sharing your concerns with us. We're sorry to hear about your experience regarding the closure of the community pool at Generation Avondale East, especially after you’ve made an effort to follow the rules as a resident.
      We've contacted the property team and their leadership so they can review the matter. A Greystar representative will be reaching out to you directly within 10 business days to follow up and discuss your concerns further.
      We appreciate you taking the time to reach out.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:07/21/2025

      Type:Product Issues
      Status:
      Resolved
      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 submitted a rental application to Elan Capital Hills, managed by Greystar, on June 18, 2025, and paid a refundable $350 security deposit. I canceled my application on June 19, 2025, and was verbally told by the leasing office that I would receive a full refund within 30 days. Despite multiple follow-ups by both me and my co-applicant, I have not received the refund as of July 19, 2025 (over 30 days).

      I was only provided a “refund statement” dated July 19, in response to my follow-ups, but no payment confirmation or transaction details. The leasing office refused to provide a copy of the refund policy and continued giving vague answers, even after the refund deadline expired.

      I have already filed a complaint with the North Carolina Attorney General and am preparing a small claims lawsuit in Wake County, NC. I am seeking a total of $600: $350 deposit refund plus $250 in legal and administrative costs caused by their breach of refund terms.

      Business Response

      Date: 07/22/2025

      Hi *****,
      Thank you for sharing your concerns with us. We're sorry to hear about the delay in receiving your refund after canceling your application at Elan Capital Hills.
      We’ve contacted the onsite team and their leadership to review your situation. A Greystar representative will follow up with you directly within 10 business days to provide an update and discuss any next steps.
      Thank you for your patience, and we appreciate you bringing this to our attention.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:07/19/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      June 27, 2025, I applied for an apartment with Altair. It required a $35 application fee and a $500 refundable holding deposit. I received and email on July 1st stating that they needed access to my banking account so they could verify my income. I provided them with my online banking username and password giving them access to my banking information. I never heard anything else from them until I emailed them July 18, 2025, asking if I was approved or if not, when will I receive my $500 holding deposit back. I received an email from Ethan Greig (Leasing Professional) stating that I did not meet the income requirements and he claims that they emailed me requesting a cosigner (which I was willing to provide) and since I didn't response, I cannot get my refund. I never received such email, and I was told that the holding fee will be returned to me if I didn't get approved for the apartment.

      Business Response

      Date: 07/22/2025

      Hi ******,
      Thank you for sharing your concerns with us. We’re sorry to hear about your experience with the application and holding deposit at Altair. We understand how frustrating it can be when expectations around refunds are unclear, especially during the housing search.
      We've contacted the team at Altair, along with their leadership, so they can investigate what happened and reach out to you directly. A Greystar representative will follow up with you within 10 business days to address your concerns.
      Thank you again for bringing this to our attention.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:07/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 into Avana Collins Creek Apartments in Antioch, Tennessee, and have experienced multiple serious issues from the very beginning. Less than 24 hours before my original move-in date, the leasing office postponed my move-in unexpectedly and without proper notice. Instead of offering meaningful accommodations, they attempted to place me in a smaller unit that I did not agree to.

      When I finally moved into my unit, when I walked through the first it appeared fine. I quickly discovered it was infested with roaches and had not been properly cleaned. There are visible roach nests in the refrigerator and throughout the unit. This is completely unacceptable for a newly leased apartment. When I reported the issue, the only response from management was that they would fog the unit — something I had already done myself without success, which actually made the infestation worse. I also hired my own cleaning lady to remove the infestation debris from the kitchen due to the office saying I will have to wait for the next business day for any thing

      I am extremely disappointed with the lack of accountability and poor customer service. I am requesting either a thorough professional extermination and proper cleaning of the unit, a transfer to a clean and pest-free unit of equal size, or a full refund and release from my lease. No one should be expected to live in such unsanitary and unsafe conditions.

      Business Response

      Date: 07/22/2025

      Hi **********,
      Thank you for taking the time to share your concerns. We're sorry to hear about your experience at Avana Collins Creek, especially regarding the delayed move-in, the condition of the apartment, and pest-related issues.
      We've contacted the onsite team and their leadership so they can review the situation more closely. A Greystar representative will follow up with you directly within 10 business days to address your concerns and explore next steps.
      We appreciate you bringing this to our attention.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:07/19/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We applied for this residence after my fiancé was told we would receive a $500 gift card if we apply before July 4. So we applied July 2 and waited for good news. After we got the denial my fiancé asked about the $500 gift card and was told then of it’s only for approval but that was not told before they continued to call him for us to apply and even discussed his credit and how it should be approved. When he asked about the admin fee which we had to pay $300 they also said you would receive it back and it has been over 15 days and still no refund. I have called numerous times and no answer yet on their website people rave about how an agent calls back and keeps in contact. So why would you falsely offer a gift card if we apply and then drawback when we are denied that was not advised before. It took no time to take the fees but why is it taking time to get my refund back. I want my money and an investigation done on the gift card as well because it’s not right and false advertising.

      Business Response

      Date: 07/22/2025

      Hi *******,
      Thank you for sharing your concerns with us. We’re sorry to hear about the experience you described at Tranquil Gardens, especially regarding the advertised gift card, the application denial, and the refund delay for your admin fee.
      We’ve contacted the Tranquil Gardens team and their leadership so they can review the situation further. A Greystar representative will reach out to you directly within 10 business days to discuss your concerns and provide next steps.
      Thank you again for bringing this to our attention.
      Sincerely,
      The Greystar Team

    • Initial Complaint

      Date:07/18/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a complaint against Diega Apartments (San Diego, CA) for charging me a $535 move-out fee for Unit #****. I never moved in, never signed a lease, never received keys, and my application was marked as canceled, as shown in the attached resident portal screenshot.

      On July 18, 2025, I received an email from Greystar’s Receivables Department stating that I owe a $535 balance. This charge is entirely baseless.

      I contacted Diega and requested documentation proving I was ever a resident or signed a lease. Neither can be provided. I am extremely distressed, as this could negatively impact my credit. I am currently enrolled in a rigorous military medical program and cannot afford to deal with false, retaliatory charges.

      This situation is deeply concerning and suggests a serious administrative or ethical error. I request that the $535 balance be removed from my name and that any record of residency or charges associated with Unit #**** be voided immediately.

      I have attached:
      1. Proof that **** ******* ruled in my favor and refunded the $500 after investigating the charge.
      2. A screenshot showing my application was canceled
      3. My current lease at 800 Broadway, also managed by Greystar, showing my true residence.

      Desired Resolution:
      1. Immediate removal of the $535 charge.
      2. Written confirmation that I was never a resident and am not liable for any charges.
      3. Confirmation that this will not be reported to any credit bureau.

      Business Response

      Date: 07/22/2025

      Hi ********,
      Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the confusion and distress related to the $535 charge you received from Diega Apartments, particularly as you state you never signed a lease or took possession of the unit.
      We’ve contacted the team at Diega and their leadership to investigate the issue further. A Greystar representative will follow up with you directly within 10 business days to review your concerns and provide any clarification or next steps.
      We appreciate your patience while the team looks into this matter.
      Sincerely,
      The Greystar Team

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