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

• 

  Greystar

  4401 W. Deer Run Dr Brown Deer, WI 53223

• 

  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

• 

  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:01/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business has made up fraudulent charges about my move out. I have contacted them to explain the charges that are unreasonable and they have refused to answer to them and threatened to send me to collections. I contacted their phone number (Jeff Austell) to discuss the matter and he refused to discuss it via writing and hung up the phone on me rudely.

  Business Response

  Date: 01/14/2025

  Dear Ms. *********,

  Thank you for sharing your concerns with us. We sincerely apologize for the frustration caused by your experience with the move-out charges at Creole on Yorktown.

  We have escalated your concerns to our leadership team, including the appropriate contact at Greystar, to review the matter thoroughly. A representative will contact you within 10 business days to address your concerns directly.

  If there is additional information you'd like to provide, please feel free to share it with us.

  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/13/2025

  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 renting an apartment from this corporation at their 1177 market st building in San Francisco. The lease requires that we give 30 days notice if we intend to vacate at the end, but we would like to renew. We have made multiple attempts to contact the office and obtain the renewal offer yet they continue to claim the person who can do this is unavailable for a variety of reasons. We are now at the final day to renew or give notice and the office once again refuses to provide the renewal offer, but also will not say they are not renewing our lease. Multiple attempts have been made to escalate this to management but nobody from management will respond to us. We are simply asking for them to provide our rental renewal offer and give us adequate time to review it- the same thing offered to other tenants but not to us.

  Business Response

  Date: 01/14/2025

  Dear Mr. ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you’ve encountered in obtaining your lease renewal offer at 1177 Market St. We understand how important it is for you to review your renewal options in a timely manner.

  We have reached out to the property team and leadership at 1177 Market St to investigate the situation and ensure a team member contacts you within 10 business days to address your concerns.

  Best regards,

  The Greystar Team

• Initial Complaint

  Date:01/12/2025

  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.

  Send Referral in Sept.
  
  Lease signed and moved in sept 13th.
  
  Should have been paid nov 13th
  
  It is now January 12th, which shows they don’t care and just want to fill these doors.
  
  Should be paid $1000 ( photos attached )

  Business Response

  Date: 01/14/2025

  Dear Mr. ****,

  Thank you for bringing this to our attention. We sincerely apologize for the delay in processing your referral payment under the program at Elan Brookwood. We understand how frustrating this experience has been and appreciate your patience.

  We have escalated your concerns to the property team and leadership at Elan Brookwood to investigate the issue and ensure a resolution. A representative will contact you within 10 business days to provide an update and address your concern directly.

  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/10/2025

  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.

  Greystar Property Management through the leasing office at “The Derby” in Phoenix, AZ is refusing to return my security deposit. They say they cannot mail this check to a Canadian forwarding address despite telling me numerous times that they could do so (see photo). They also claim to have emailed me instructions to claim my security deposit via Transcard electronic deposit on December 18, 2024. I never received this email and they later admit to an error in their system. For context, I moved out, effectively ending my lease, on December 8, 2024. Under A.R.S. §33-1321, the landlord must return the security deposit within 14 business days. It is now well past this period and the security deposit has yet to even be mailed. They also made false statements to me by saying the check would’ve been automatically issued and mailed to the address on file (the Canadian address) within 5 days of December 18th. They continued engaging with the false claim that the check had been sent after I asked for a postal tracking link. Not only did they wait until well after the required 14 day return period to inform me they needed a U.S address, they are now not answering my emails. I am entitled to the $1.326.99 return of my security deposit through first class post regardless of a non-U.S forwarding address they assured me was okay.

  Business Response

  Date: 01/14/2025

  Dear Ms. ******,

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the delays and confusion regarding the return of your security deposit from The Derby in Phoenix, AZ.

  We have contacted the property team and leadership at The Derby to review your concerns and ensure they investigate the matter promptly. A representative will contact you within 10 business days to address your concerns directly.

  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/10/2025

  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 decided not to procced with the apartment application due to the delays on their process. I requested a refund of the $500 deposit on December 7th. However, the apartment complex is now stating they will keep most of it ($414.20) out of the $500, contrary to what was verbally communicated to me. This change was not disclosed upfront or agreed upon, and I believe it is unfair and deceptive.
  
  I have attempted to resolve this issue directly with the apartment complex on January 10th, 2025, but they refused to return the deposit or provide a satisfactory explanation for withholding the funds. They verbally confirmed the day i was showed the apartment that it was refundable and now they claim, they did not had to disclosed that it wasn’t because it was on their fine print.
  This company’s representatives omitted critical information or misrepresented the terms of the agreement, which demonstrates a clear intent to deceive customers for financial gain.
  
  
  I’m requesting Greenfield Village apartments to refund my $500 deposit in full.

  Business Response

  Date: 01/14/2025

  Dear Ms. ******,

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the frustration caused by the delay in processing your application deposit refund at Greenfield Village.

  We have escalated your concerns to the property team and leadership at Greenfield Village to review the matter thoroughly. A representative will contact you within 10 business days to address your concern and provide clarity on the terms of the deposit.

  Best regards,
  The Greystar Team

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for housing at Equinox in January 2023 and paid a $450 application deposit. My application was denied, and a check refunding the deposit was sent to my previous address after I had moved out. By the time I received the check it had already expired. I have made several attempts in 2023 and 2024 to be refunded. I was told to reach out to the property management company Greystar, who directed me to resolve the issue with the Equinox leasing department, but I haven’t made any progress.

  Business Response

  Date: 01/14/2025

  Dear Ms. *****,

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the frustration and inconvenience caused by the delays in resolving your application deposit refund for Equinox.

  We have contacted the property team and leadership at Equinox to review the matter and work toward a resolution. A representative will be in touch with you within 10 business days to address your concern.

  If there is additional information or documentation you believe would help, please feel free to share it with the property team directly.Best regards,

  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  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.

  Subject: Complaint Regarding Holding Deposit Refund for Rental Property
  I am filing this complaint against Greystar Management Company regarding the handling of my $500 holding deposit paid on December 28, 2024, for a rental property located at the Milano Anza apartments in Torrance, CA. The deposit was paid based on terms disclosed to me at the time, including a monthly rent of $2,985 and $50 parking fees.
  However, there were significant issues:
      1    Delayed Lease Delivery: The lease, which was promised by January 3, 2025, was not delivered until January 4, 2025, just before your office closed for the weekend. This delay left me with limited time to review the terms before the office was closed for two days.
      2    Change in Rental Terms: Upon reviewing the lease, I found that the rent increased to $3,108 and parking fees raised to $200—terms that were never disclosed before the deposit was paid.
      3    Refund Request: I notified your office within 24 hours that I intended to withdraw from the rental process due to these material changes and requested a refund of my holding deposit.
      4    Refusal to Refund: Your office denied my refund request, citing a 72-hour refund policy that was never disclosed to me at the time of payment. This omission constitutes deceptive business practices.
  Violations of Law: Your actions violate California Civil Code §1950.5, California Business and Professions Code §17200, and the California Consumer Legal Remedies Act (CLRA), which protect tenants from unfair and deceptive practices.
  I am requesting the immediate refund of my $500 deposit. I trust this matter can be resolved promptly and amicably.

  Business Response

  Date: 01/10/2025

  Dear Mr. *****,

  Thank you for bringing your concerns to our attention. We apologize for the challenges you experienced regarding the handling of your holding deposit and the subsequent changes to the lease terms at Milano Anza apartments. We understand the importance of transparency and timely communication in these matters.

  We have contacted the management team and leadership at Milano Anza to investigate this matter further. A representative from Greystar will reach out to you directly within 10 business days to address your concerns and work toward a resolution.

  Thank you for your patience, and we appreciate the opportunity to assist you.

  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  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 live at Visconti apartments in Scottsdale. I paid my January rent on time. The apartment complex system had some kind of glitch and attached an old closed bank account to my payment. One I have zero access to and was not even a saved payment in my apartment app. I attempted to resolve this with management. I shared my mobile app and showed the issue. I obtained a cashiers check as to ensure there’s no question on funds. The apartment in turn charged me an nsf fee and late charge. I have attempted to dispute however the management lies and accuses vs hold an adult conversation. The apartment went as far as calling the police on me after attempting to resolve in office. This is aggressive and unacceptable. I have attempted to reach out to the property management company, Greystar, with no success on a return call.

  Business Response

  Date: 01/10/2025

  Dear Ms. ******,

  Thank you for bringing your concerns to our attention. We apologize for the issues you’ve experienced regarding the billing system error and the subsequent challenges in resolving this matter at Visconti apartments. We understand the frustration and stress this situation has caused.

  We have contacted the management team and leadership at Visconti apartments to investigate this matter further. A representative from Greystar will reach out to you directly within 10 business days to address your concerns and work toward a resolution.

  Thank you for your patience, and we appreciate the opportunity to assist you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:01/09/2025

  Type:Billing 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.

  This organization AND it's CEO and staff have violated
  1. Can spam act
  2. Harassed me by refusing to unsubscribe me from marketing emails.
  3. Charged me 3x for my application so instead of $200 I've been charged nearly $600 and they are refusing to refund me
  4. They advertised first four months as 1/2 price yet the lease agreement is for full price and several attempts to get it corrected was ignored so I wanted to withdraw, yet that was not honorrd.
  5. My requests to Bob F**** and his team are considered feedback...they tell me they are thankful for my feedback yet do not take action to
  A)refund me
  B) stop harassing me
  C)demonstrate respect for my choice not to live in an org that lies
  D)correct their website falsely advertising 4 months at 1/2 off.

  Customer Answer

  Date: 01/09/2025

  Forgive me for not including that info.

  Bennet at BullStreet in Columbia.

  Screenshot is attached also showing the offer.

  I believe I sent through the lease showing full rent amount but if I'm made errors in attaching, please let me know.

  Your attention to this is appreciated. Thank you.

  Of note, I had the same issue with their West Jordan property in Utah however I did not file because I was able to work thru the issue that week,with the property manager so this is a thing with Greystar.

  Business Response

  Date: 01/09/2025

  Dear Ms. *******,

  Thank you for bringing these concerns to our attention.

  We have escalated your concerns to our corporate team, including leadership, for further review and resolution. A representative from Greystar will be in touch with you within 10 business days to address these matters.

  Thank you for your patience as we work to assist you.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 01/16/2025

  I didn't sign a lease with you because I don't want to live in your community because you all deceive and lie. So I don't owe you anything and if anything you owe me an apology for harassing me.
  
  Fyi, I had my bank refund me. When it became clear you were a fraudulent company I pulled my funds because I don't do business with liars and deceivers.
  
  I want nothing more to do with you or your community.

  Customer Answer

  Date: 02/10/2025

  Of note this is the latest request for funds

  You said they were ok so they continue to send notices to my creditors.

  Business Response

  Date: 02/10/2025

  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the continued notices being sent to your creditors.
  We have contacted the property in question and escalated this matter to the appropriate Greystar leadership team for review. A representative will be reaching out to you within 5 business days to discuss your concerns and provide further clarification.

  Business Response

  Date: 02/10/2025

  This applicant NSF'ed their payments to the community. The
  collection notice is for the NSF fees that were charged.  She was notified
  but doesn't think she should have to pay.

• Initial Complaint

  Date:01/09/2025

  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.

  This property is infringing on my legal right to quiet enjoyment. I am a tenant here who is dealing with unbearable noise caused by the apartment itself. There is a metal security gate outside of my unit with a broken spring, causing the gate to slam so loudly that it wakes the tenants in my unit up every night and morning. I have contacted the apartment to resolve the situation and they refuse to respond or help.

  Business Response

  Date: 01/09/2025

  Dear Ms. ******,

  Thank you for bringing your concerns to our attention. We are very sorry to hear about the noise issue caused by the metal security gate near your unit at District at Memorial.

  We have contacted the management team and property leadership at District at Memorial to investigate the issue further. A Greystar representative will be in touch with you within 10 business days to follow up.

  Thank you for your patience as we work to address this matter.

  Sincerely,
  The Greystar Team