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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  Lantera at Boston Landing

  125 Guest St Brighton, MA 02135-2073

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

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  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:12/12/2024

  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 have been a resident at the Fletcher Southlands apartment complex since June 1st 2024. Since day 1 these issues have been happening and have been reported to management via email without resolution:
  
  -The apartment was not ready on the day of the move in. We had to wait for hours for the cleaning crew before they had the apartment ready to move in (Their team gave us the move in time and date and it was not upheld).
  
  -The apartment key did not work. We had to wait close to a week before the key was replaced and we could lock our door from the outside.
  
  -We had to wait weeks before we received a key fob to access the pool and gym areas.
  
  -The window screen in my kid's room was not installed when we moved in and we had to install it ourselves to avoid leaving a hole in the wall where my kids could potentially endanger themselves.
  
  -The screen in our master bedroom was broken (we had to fix it with tape since no one ever came and we kept getting insects in the room, this was marked as resolved)
  
  -People are not being held accountable for picking up their dog's waste.
  
  -People are not being held accountable for re-racking the weights in the gym. (Cameras)
  
  -The pool has been closed for months (We understand that we are in the cold months but the grills are located in the pool area and no one has access to them, also there is a jacuzzi and a fireplace which is literally designed for cold weather) these are amenities we pay for and we are not being able to access.
  
  -The valet trash service (a service we pay for) instead of taking the trash with them to the trash compactors, they have made it a habit of leaving it in front of our building for days, stacking it up every time they come and only taking it once a week.
  
  We attempted to negotiate but there was zero flexibility. We attempted to speak in person with the manager and the front desk help was gatekeeping. I was irate. This is unacceptable.
  
  They've been "resolving" this since we moved in.
  
  *More pictures available*

  Business Response

  Date: 12/13/2024

  Dear ****** ******* ******** ********,
  Thank you for bringing your concerns to our attention regarding your experience at The Fletcher Southlands. We sincerely apologize for the issues you have encountered, including delays during your move-in, maintenance concerns, and challenges with accessing amenities.
  We have contacted the management team at The Fletcher Southlands, as well as their leadership team, to investigate your concerns thoroughly. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
  We appreciate your patience as we work to resolve these matters.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair 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 have been a resident of Starlight Apartments, owned by Greystar, since the first half of 2023, and have had serious several issues Starlight would not resolved.
  
  -I have never had access to consistent hot water in my apartment. They have worked on it several times, and I still have to endure cold to luke-warm showers and no hot water for dishes or laundry. I have given Starlight well over a year to fix this, and they haven't.
  -The elevators are constantly broken, and my dog has an auto-immune disease of his nail beds which makes it hard for him to use the stairs.
  -I drive an EV, and nearly half of the EV chargers at Starlight have been broken for months. I have made Starlight aware of this, and they have done nothing. Additionally, the parking spaces for EV charging spots are "compact," but EVs typically aren't. If a car is parked in one spot, you cannot park next to them to charge, making half of the functioning chargers inaccessible. Additionally, non-EVs constantly park in these spaces and Starlight makes no effort to prevent this other than signs that are poorly written and ignored.
  -Since moving in, my apartment has had mold issues that either come from a broken bath tub that leaks water into the area around the tub, or from the A/C system. I have a severe mold allergy and have had headaches and a bloody nose for most of my time at Starlight.
  -Starlight management, including the regional manager, often refuse to reply to my emails about these issues. I called the regional manager, Justin C****, who promised to call me back, but he never did.
  
  After months of trying to get Starlight to remedy my issues, I have given up and moved out. My headaches and bloody nose went away within days. Starlight wants me to pay a partial lease termination fee despite them failing to assist me on these issues at Starlight. I request to not have to pay the lease breaking fee, as Starlight's lack of repair and response are the very reasons I had to leave.

  Business Response

  Date: 12/12/2024

  Dear ****,
  Thank you for sharing your concerns regarding your experience at Starlight Apartments. We sincerely apologize for the unresolved issues you described, including the lack of hot water, mold concerns, malfunctioning elevators, and challenges with the EV chargers. We understand how frustrating and impactful these matters have been for you.
  We have contacted the team at Starlight Apartments and their leadership team to review your concerns thoroughly. A Greystar representative will reach out to you directly within 10 business days to discuss and address your concerns further.
  Thank you for bringing this to our attention. We value your feedback and will work diligently to ensure your concerns are addressed.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/11/2024

  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.

  Complaint Against Greystar and 101 Center for Unresolved Deposit Refund
  
  
  I am filing this complaint against Greystar, the managing company for 101 Center in Arlington, Texas, for an unacceptable delay in processing my deposit refund after my lease ended in July 2024. It has now been over four months, far exceeding the 30-day refund period stated in my lease agreement, with no resolution despite multiple follow-ups.
  
  After contacting 101 Center management numerous times, I was informed that my account information had been forwarded to Greystar’s ownership group for processing. However, no timeline has been provided, and my refund remains unpaid. This lack of accountability and transparency is both unprofessional and unreasonable.
  
  The delay has caused significant inconvenience, especially with the holiday season approaching. I am requesting the BBB's intervention to hold Greystar accountable and ensure immediate processing of my deposit refund. I believe this situation reflects poorly on their business practices and is in violation of standard tenant rights.
  
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ****** ****
  Former Resident, Unit *****
  101 Center

  Business Response

  Date: 12/12/2024

  Dear ****** ****,
  Thank you for reaching out to share your concerns. We sincerely apologize for the delay in processing your deposit refund for 101 Center in Arlington, TX. This delay does not align with the standards we aim to uphold, and we deeply regret the inconvenience this has caused you.
  We have contacted the 101 Center property management and their leadership team to investigate the status of your deposit refund and ensure this matter is resolved promptly. A Greystar representative will reach out to you directly within 10 business days to confirm next steps and provide updates on your refund.
  If you have any additional details or documentation regarding your deposit, please feel free to share them to assist in expediting the resolution.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/11/2024

  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 moved out from the Flats on D on November 15, 2024. I have been trying to pay my final utility statement since 11/29/2024. It is a little over $107 only. Access to pay online through the resident portal was deactivated when I moved out so I reached out to the leasing office to confirm if a check will be acceptable. Lily from the leasing office informed me that I would need to reach out to Sherron J***** at Greystar. I reached out to Sherron J***** on 12/02 and 12/05 and have not received a response.
  
  On 12/09, I once again followed up with the Flat on D leasing office for alternative options. I did not receive a response so I called and spoke to Rachel who asked me to send another email to her and Lily (who I had originally corresponded with) and that they would get together to find out how I can make my final payment. Two days later and no one has responded.
  
  I also reached out to Greystar corporate on 12/11. No response so far.
  
  I find this whole situation to be ridiculous as I can't be the only person to be moving out. How are other former residents handling this? I am extremely concerned about the lack of responsiveness and clear solutions to resolve this issue. I would like to get this resolved as quickly as possible so that I am not erroneously reported to some debt collection agency through no fault of my own.

  Business Response

  Date: 12/12/2024

  Dear ****** ****,
  Thank you for bringing this matter to our attention. We apologize for the inconvenience and lack of responsiveness you have experienced while trying to resolve your final utility payment after moving out from Flats on D. This is not the standard of service we strive to provide.
  We have reached out to the Flats on D property management and their leadership team to investigate and ensure clear payment instructions are provided to you promptly. A Greystar representative will contact you directly within 10 business days to assist with resolving this issue.
  If you have any additional details or documents you’d like to share, please feel free to include them so we can expedite the process.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/11/2024

  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 put a $300 deposit for an apartment managed by greystar. I recently moved and was told by the new management company that I had no history of a deposit on my lease. I was charged for damage because of that. Unit 1015 on their record.

  Customer Answer

  Date: 12/13/2024

  St. Lucia Apartments 

  2150 N Tenaya Way Las Vegas NV 89128

  Business Response

  Date: 12/16/2024

  Hi ********,
  Thank you for reaching out to us regarding your deposit concerns at St. Lucia Apartments. We sincerely apologize for any confusion or inconvenience this situation has caused.
  We have contacted the team at St. Lucia Apartments and their leadership to investigate this matter further. A Greystar representative will reach out to you within the next 10 business days to provide clarity and address your concerns directly.
  Thank you for your patience, and please don’t hesitate to reach out if you have any further questions.
  Best regards,

• Initial Complaint

  Date:12/11/2024

  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.

  We moved out from Lynhaven Apartment on 6/3/2024.
  
  The GreyStar management company sent us a bill includes:
  - Rent charge $1691.4 for 6/4-6/21
  - Carpet Clean $110
  - Wall Paint $200
  - Cleanning $350
  - Utilities $152.59
  At the same time they did not refund our $250 deposit.
  
  We asked the itemized bill for each charging and we found:
  1. The cleaning fee was $220 instead of $350
  2. There is no receipt about $200 Wall Painting. We see one full paint $425 but the apartment should be responsible for that since we have lived in the unit over 3 years and it is normal wear and tear.
  3. The apartment should be responsible for the carpet cleaning fee $110 due to the wear and tear.
  4. Rent charge does not make sense: we moved out early than the lease agreement but we have communicated with the leasing office and they said we won't get charged if they find a new tenant. Before we moved out, we double confirmed that the new tenant signed the lease.
  
  So overall we agree that we should be responsible for the utilities fee $152.59 and regular cleaning fee $220. So we request GreyStart to adjust the billing.

  Business Response

  Date: 12/11/2024

  Dear *** *****,
  Thank you for sharing your concerns with us regarding your move-out experience at Lynhaven Apartments. We apologize for any confusion or frustration caused by the charges you received after your move-out.
  We have contacted the Lynhaven Apartments team and their leadership to investigate the matter further. A representative from Greystar will follow up with you within 10 business days to address your concerns about the billing discrepancies, including cleaning fees, wall painting, carpet cleaning, and the rent charge.
  Thank you for bringing this to our attention. We appreciate the opportunity to assist you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/10/2024

  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.

  Hello, I'm a tenant at one of Greystar Property Management in San Francisco, CA. The complex name is AshtonSF located at 301 Executive Park Blvd, San Francisco, CA. 94134.
  
  I've been a tenant here for 4 1/2 years and has had problems with the manager for all 4 1/2 years.
  
  Before I even moved in , this lady had put me through the ringer. I was all set up, had gave all monies and was waiting for my move in date to move in. In that time, I had a stroke. I was admitted in the hospital and from there out into a nursing facility to recover. As I was recovering, I received an email from the mgr asking me to print two pieces of paper she emailed me and sign them and fax them back to her, so I called her and told her I was unable to do that at this time, she ask why I told her I was in the hospital,she said with attitude, " how long are you going to be there " I told her I wasn't sure, she got mad and told me she was cancelling my lease and putting my unit back in the market and was putting my deposit in the mail now, then hung up in my face.
  30 minutes later, she called & said to redo the app on line, the fees has been waved, so she gave me unit back to me. After moved in, I went to the bank to cash the returned deposit, the check was fraud, they was going to call the police and have me arrested! I told them it was from where I live, they gave it back, I took it to her, but she was in her apartment so the guy told her what I told him about the check, she then called and I ask for the # to accounting department, she with attitude told me " I'm willing do no such thing, I'll have them call you " at 10 pm some girl called from Austin Tx, claim to be the mgr of accounting, this person was clearly nobody who I'm sure would hire this person, just on her lack of professionalism, she was very ghetto and kept telling me it's money in that account, After telling her the bank said it fraud , it's so much more to explain, but my time here is about to stop, plz call, need help, thx.

  Business Response

  Date: 12/11/2024

  Dear ****** *******,
  Thank you for reaching out to share your concerns regarding your experience at Ashton SF Apartments. We deeply regret the difficulties you have encountered and apologize for the frustration caused by these situations.
  We have contacted the Ashton SF team and their leadership to investigate your concerns, including the management conduct, billing issues, and impact on your credit. A representative from Greystar will follow up with you within 10 business days to address your concerns and work toward a resolution.
  Your feedback is important to us, and we appreciate your patience as we review these matters.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Tomscot and Greystar, located at 3015 N. Scottsdale Road, because the property is attempting to charge us for illegitimate expenses, MONTHS after move date.
  
  They have been harassing me since July 2024 and requesting we pay $639. For example, $220 for paint, with no proof (see attachment) and a water bill for $216, which was not included as a separate payment from our rent (see lease terms attached).
  
  Greystar contacted me in July 2024, over 2 months after we moved out for these payments and requested these payments via a portal in which we never used, which is a concern of legitimacy. As seen on multiple ****** reviews, they do this with previous tenants months after move out.
  
  Furthermore, Greystar management is currently in a lawsuit with the State of Arizona due to illegally raising prices and fraudulent payment.
  
  This just furthers my claim that this is fraudulent activity and illegal activity this business.

  Business Response

  Date: 12/10/2024

  Dear Ms. ***********,
  Thank you for sharing your concerns with us regarding your move-out experience at Tomscot. We sincerely apologize for the inconvenience and frustration caused by the charges and communication related to your account.
  We have contacted the team at Tomscot and their leadership to investigate your concerns regarding the disputed charges, including the paint and water bill, as well as your concerns about the payment portal. A Greystar representative will reach out to you directly within 10 business days to discuss this matter further.
  If you have any additional questions or documents you'd like to share, please feel free to reply to this email.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/10/2024

  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, property management of Pearl DTC, owes me a sizable return. Even worse, they charged me rent for leasing me a garage that was already leased to another resident. Many of my belongings were already in this space, yet when I came home another car was parked in front of these belongings. My access to them was even revoked. Yet still they charged me for this. The customer service wasn't the best as the first thing they told me was that their lease allows for them to make errors and omissions. And even though they'll charge you a late fee if your late whatsoever on paying them, the money they now owe me could take "anywhere from 30-60 days... we really have no way of knowing." They've apparently "reached out to management" but haven't heard anything back in over a week. The leasing office is attempting to refund me a pro-rated amount (charging me for two days... actually less than 24 hours... of rent), but with how miserable of an experience this was, I want my full $1,986.97 refunded. I am still out money from *****, as well as the time I spent having to move in and then back out to my old place. To now sit on their hands is criminal.

  Business Response

  Date: 12/10/2024

  Dear ******,
  Thank you for sharing your concerns with us. We deeply regret the inconvenience you experienced regarding the garage leasing issue at Pearl DTC and the subsequent challenges with accessing your belongings and obtaining a refund.
  We have contacted the property and their leadership team to investigate your concerns thoroughly. A Greystar representative will be in touch with you directly within 10 business days to address your issue.
  Thank you for your patience as we work to resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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 failed on numerous occasions to resolve issue with gate entry. FOBs were reset over 5 months ago and stated that they were going to have everyone's FOBs reconfigured next week.
  
  They have not done so and when contacting management they say "next week" every time, or that their "IT department" is not there to reconfigure them.
  
  This is a huge inconvenience to most residents cannot access all gates and have to then make a detour just to get to the main entrance to get into the facility. Wasting time and mileage just to enter a facility. They fail to compensate on the matter

  Business Response

  Date: 12/10/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the ongoing issues with the gate entry system at Palms at Cinco Ranch and the inconvenience this has caused you and other residents.
  We have contacted the property and their leadership team to investigate and address the matter. A Greystar representative will be in touch with you directly within 10 business days to provide an update on the resolution.
  Thank you for your patience and understanding as we work to resolve this issue.
  Sincerely,
  The Greystar Team