Business Profile
Property Management
GreystarThis 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
Customer Complaints Summary
- 2,343 total complaints in the last 3 years.
- 791 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/09/2024
Type:Customer Service IssuesStatus: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.
Timeline of Events and Supporting Evidence
November 27, 2024
• Event: I informed the apartment complex of my husband’s serious accident, which left him unable to work, and explained the financial hardship my family was experiencing. I requested understanding and cooperation during this time.
• Evidence: Email sent to the leasing office notifying them of the situation.
November 30, 2024
• Event: I attempted to pay rent using a $1,800 money order, mistakenly believing it was the correct payment method.
• Evidence: Photo of the money order, ledger showing the payment attempt.
December 3, 2024
• Event: I visited the leasing office to confirm that my rent had been paid. Danielle informed me that the money order was not acceptable due to a “two-strike policy” requiring all payments to be made via MoneyGram. This policy was never communicated in writing or outlined in the lease.
• Evidence: Lease agreement showing acceptable payment methods, no mention of a “two-strike policy.”
December 4, 2024
• Event: I received an email notice stating I had 10 days to cure my rent deficiency.
• Evidence: Screenshot of the email notice.
December 5, 2024
• Event: I received a physical 5-day notice on my door, citing A.R.S. § 33-1368(B). This notice conflicted with the 10-day email notice sent the previous day, creating confusion and violating the law’s requirement for clear and consistent notice.
• Evidence: Copy of the 5-day notice.
December 7, 2024
• Event: I paid the full outstanding rent amount via MoneyGram as requested, resolving the immediate risk of eviction.
• Evidence: Proof of MoneyGram payment, updated ledger confirming a $0.49 credit on my account.Business Response
Date: 12/10/2024
Dear ******* *****,
Thank you for sharing your concerns and detailed timeline regarding your experience at Avana Coronado. We are sorry to hear about the challenges you faced, including the confusion around payment policies and notices.
We have contacted the property team at Avana Coronado and their leadership to review the matters you outlined, including the application of payment policies and the conflicting notices. A Greystar representative will be in touch with you within 10 business days to discuss your concerns further.
Thank you for providing this information and allowing us the opportunity to address your concerns.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/09/2024
Type:Product IssuesStatus: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.
TENANT BEWARE!!!!! TENANT BEWARE!!!!! Wish I could give 0 stars. I've worked with and lived in many 'high end' apartment bulidings. The building itself (Stella - Marina Del Rey) and location are great, but the GreyStar management team here is very difficult to work with. See the other peoples reviews below for yourself. I moved out September 12th 2024, and I have been emailing and calling weekly for updates on my deposit refund and they are giving the run around. They have confirmed I'm owed a refund, after I moved out on September 12th, but its December 9th 2024 today and the responses I keep getting are "hopefully next week" for my refund. Its clear they have no intention to refund people - be very very careful with this company. While I lived here, the property management changed TWICE. Just read the other reviews, this building is very poorly managed. Document every piece of communication you have with them, because they dont respond to emails, and instead ask you to come in person to talk to them, and obviously since everything is verbal when you talk in person, they renege on what they verbally said when push comes to shove. When the management company changed, the online portal to make payments didnt work. They asked residents to bring checks for a few months. Even though I had AUTOPAY on (and other residents too), the management still felt it was okay to charge late fees because THEIR TEAM took a few days to process checks LOL. Once I really started pressing them for my refund citing the California Civil Code §1950.5. requirement, the management team fully stopped responding and tied in their attorney. When people are paying close to $4k per month for a 1 bedroom apartment, its unbelievable to treat them like this. I planned to move back into this building once grad school finishes, but I am going to be staying FAR away from this building now, and advising all my friends and colleagues who live in the area to stay away from this building.Business Response
Date: 12/11/2024
Dear ***** *****,
Thank you for sharing your concerns with us regarding your experience at Stella - Marina Del Rey. We apologize for the delay in processing your security deposit refund and the frustration this has caused. We understand the importance of resolving this matter promptly.
We have contacted the property team and leadership at Stella - Marina Del Rey to investigate your concerns. A Greystar representative will reach out to you directly within 10 business days to provide an update on your refund and address any additional issues.
We value your feedback and regret any inconvenience caused during your time as a resident. If you have further concerns in the meantime, please don’t hesitate to reach out.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/06/2024
Type:Billing IssuesStatus: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 November 11, 2024, I received a notice on my door stating that 3 days prior my dog's waste hadn't been properly picked up and a $350 fee was placed on my account. I was given 19 days to pay this fee. This wasn't a "reasonable length" of time provided to pay such a large fee. A normal billing cycle for most everything is 30 days. My lease doesn't address this other than stating, "All sums other than rent are due upon our demand", but the Florida Residential Landlord and Tenant Act addresses this by stating a "reasonable" amount of time must be given. I paid the $350 fee twenty-five days after receiving the notice. I paid December's rent in full on November 27th. On December 4, 2024, I received a three-day notice to pay rent or give possession AND a $175 late fee was added to my account. If I would have been given a "reasonable length" of time to pay an unexpected $350 fee, then there would be no reason to apply a late fee. This entire process has been predatory from the beginning. They must refund this late fee of $175.Business Response
Date: 12/06/2024
Dear ****** ****,
Thank you for sharing your concerns with us. We apologize for the frustration you have experienced regarding the timeline for the $350 pet waste fee and the subsequent $175 late fee. We understand how important it is for all billing processes to be clear and reasonable.
We have reached out to the property management and leadership team at your community to investigate this matter. A Greystar representative will contact you within 10 business days to review your concerns and work toward a resolution.
Thank you for bringing this to our attention, and we appreciate your patience while we address this matter.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/06/2024
Type:Product IssuesStatus: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 The Wright Luxury Apartment (a Greystar Property at the time) and staff assured me that we would receive our full security deposit especially since we passed move-out inspection with top marks (no damages and no major clean up required). After more than normal time had passed, I reached out check on the status of my refund only to find out that the property was under new management. I have emailed and called the corporate office numerous times to no response. I am still waiting to on my $500.00 deposit.Business Response
Date: 12/06/2024
Dear ****** *****,
Thank you for sharing your concerns with us. We sincerely apologize for the delay in processing your security deposit refund and for the difficulty you have experienced in obtaining updates.
We have contacted the relevant team to investigate your refund for your security deposit from The Wright Luxury Apartment. A Greystar representative will follow up with you directly within 10 business days to address your concerns and provide an update.
Thank you for your patience and for bringing this to our attention.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/05/2024
Type:Order IssuesStatus: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 11/7/24 I placed a maintenance request with photos showing the drywall next to the bathroom tub was black with bubbled paint indicating mold. I returned home later that day to the dry wall and mold being painted over and a "completed work order". On 11/11/24 I was finally able to get a hold of the office manager about the "repair" and sent her photos of the mold and wall and how nothing had been fixed. After 2 weeks of no follow up from the office, I emailed Greystar with my concerns about the wall and my health and safety as I am immunocompromised. I also expressed how I was concerned about the mold accumulating from a previous maintenance issue regarding my air conditioning leaking in the same vicinity for weeks (July 2024), only for the water to be vacuumed out and not considered a priority matter. I never heard from anyone at Greystar but the property manager reached out stating they would send someone for repairs. With still no repairs done, I contacted someone from the city of Tempe and after evaluating the wall they expressed the same concerns I stated to the office staff. After the city spoke with the office manager she finally sent an email with a timeline of repairs, which none of them have been accurate, leaving the drywall uncompleted and mold still present. I have requested multiple times for an inspection of mold with documentation stating it is safe for my return to the home and proper repairs to be made but Avana Tempe has disregarded my concerns. It has now been 28 days since my original work order with no resolution. I requested my lease be terminated only to receive a response a week later stating "not approved". Per Avana Tempe lease agreement and AZ Tenant Act I legally have the right to terminate my lease due to the noncompliance of health and safety of Avana Tempe Apartments as stated in these legal documents. Photos are below and I want to be contacted regarding this matter.Business Response
Date: 12/06/2024
Dear ********,
Thank you for sharing your concerns with us. I sincerely apologize for the challenges you’ve experienced regarding the drywall and mold issue at Avana Tempe Apartments. We understand the importance of addressing such matters promptly, especially considering your health concerns.
We have contacted the property management team and their leadership to ensure this situation is investigated thoroughly. A Greystar representative will follow up with you within 10 business days to discuss the next steps.
Thank you for your patience as we work to address this matter.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/04/2024
Type:Order IssuesStatus: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 has broken their tenancy contract with me. The negligence of staff at the CHROMA location resulted in the theft of my e-bike and they won't honor the contract and compensate me for the loss. I have tried to resolve this for 3 months on my own but they won't comment on the breach of contract. I tried to escalate with the regional manager but she has also refused to comment.Business Response
Date: 12/05/2024
Dear *****,
Thank you for bringing your concerns to our attention. I’m very sorry to hear about the theft of your e-bike and the difficulties you've experienced in addressing this matter.
We have contacted the management team at CHROMA and their leadership to review your situation. A Greystar representative will investigate your concerns and contact you within 10 business days to discuss this matter further.
If you have additional details to provide, please feel free to reply to this message.
Thank you for your patience as we work toward resolving this issue.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/04/2024
Type:Billing IssuesStatus: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.
Price gouging, keep adding additional charges. Final bill, is $446.53 which includes water bill that is almost triple the average monthly bill, also they were going to re-model the apartment and gut the entire place. but they charged me hundreds for cleaning. Cleaning an apartment that was going to be renovated. Also( I did not leave it very dirty) anyway I was going to pay just to get out of this nightmare. So accts receivable sent me a bill that was $900.00 I said no my final bill is $446.53 so she sent another one which was around $780.00 she said I didn't submit a 60 day notice...but I did! so I sent proof of email and she sent a new link which was around $600.00 I keep sending emails saying I just wanna pay the original final bill that they mailed to me and was on my account, but she said she is sending to collections. To my knowledge I think after 30 days you can't add additional charges.Customer Answer
Date: 12/04/2024
It's the Quincy apartments Address: 5905 Tierra Antigua St NE, Albuquerque, NM 87111 Property Management Grey
Phone: (505) 578-2440Greystar accounts receivable
Jessica L********* | Specialist, Receivables Department
Greystar | P.O. Box 2706 | Lynnwood, WA 98036
480.648.3979 | ******************@greystar.com | greystar.comBusiness Response
Date: 12/04/2024
Dear ******* ******,
Thank you for bringing your concerns to our attention. We apologize for the issues you experienced with the billing process, including charges for cleaning and the subsequent adjustments to your final bill. We also understand your concerns regarding additional charges and the challenge of obtaining documentation about your notice submission.
We have contacted the management and leadership team at Santana Row to investigate this matter. A representative from Greystar will follow up with you directly within 10 business days to address your concerns.
We appreciate your patience as we work to resolve this for you.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/03/2024
Type:Billing IssuesStatus: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.
Property is not keeping up with california living standtands. I have requested many times for pest control. They come out tell me what needs to be done and property does not allow them to come back to do what they need to do to do what needs to be done. They only allow them come out to investage and explain what is happening so the pest problem continues. They continue to not do maintence request 4 to 5 months and longer. They do not answer their phones. I had to take off of work on 12/2/2024 to go to their office with a close sign with the door open to see how I can pay my rent without being force to pay it on a new apps they Bilt are making us use that does not allow us to opt out from credit education and having them pull our credit report. I was told I had no choice unless I want to pay with a money order. So basic I have to give them premission. After I paid my rent I was flooded with ads from this app. I just want to pay my rent. This property is also allowing others people otherside drop their trash in our property and then charge one person almost $100 a month for trash. Water for 1 person is also very high $ 100 or high. because how they divided. I am not to sure why we can not have our own when we have our own engery. They also recently have let a new element of people living here and now there are drug busts and theft and gates are broken. Office stafff very un nice and not helpful. Never showing they are in the office. When I asked for their corp office information, they gave my false information. The pool has been empty for almost a year and still the claim it as one of their saleing points. And by the way they do not let you see the place before you move it. I should have known before I moved in but because I can't afford more than this does mean you can treat the place like this.Customer Answer
Date: 12/04/2024
Twin Creeks Apartment Complex. 1111 James Donlon Blvd. Antioch, CA 94509Business Response
Date: 12/04/2024
Dear Ms. *****,
Thank you for taking the time to share your concerns with us. We sincerely apologize for the issues you have experienced, including the ongoing pest control concerns, maintenance delays, and challenges with rent payment processes at Twin Creeks Apartment Complex.
We have contacted the property management team and their leadership to investigate these matters thoroughly. A Greystar representative will follow up with you within 10 business days to address your concerns directly.
If there is anything else you'd like to share in the meantime, please don’t hesitate to reach out.
Sincerely,
The Greystar TeamInitial Complaint
Date:12/03/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was forced into a lease for may apartment for more than what I requested. As a non english speaker I was in a situation where I needed a short term lease. They advertised 3 month and 6 month lease, but when I went to submit for a lease I was told the only option I have is 12 month lease. I was told I would have to pay a small fee to terminate. First I was quoted 3000, then 4000, now over 5000 dollars plus more fees. THIS IS MORE THAN THE ENTIRE LEASE REMAINING. Apartment advertises short terms, but when someone of latin orgin shows up, they do not offer that to them. All we are asking we we get fair and equal treatment with the same opportunities as everyone else. The business told me we had to find another foreigner to sublet. What kind of place is this! All we are asking is a reasonable exit without being taken advantage of. The contract was written in a language not native or comprehendible to the signor and deceptive practices were used as a result to force the parties into a lease they did not understand. This violates federal laws as well as state laws. Most places will break a lease for 2 months of rent. We never missed a payment.Customer Answer
Date: 12/09/2024
Matter has been resolved. You can close the case. Thank you.Initial Complaint
Date:12/02/2024
Type:Billing IssuesStatus: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 The Esplanade for one year. It was a prime location for me but a complete nightmare. First, we were required to pay for parking but the garage door was broken for at least six months. During this time, multiple cars were broken into, strange people would walk around the garage and lastly, two cars were set on fire. When I moved out, the trumped my move out charges for things like carpets. I was not given new carpets when I moved in, even after reporting that my carpet was stained upon move in. When I moved you, they gave me $8,000 bill but I was able to get it down to $4,000. So now, I'm on a payment arrangement and they cancelled it because I missed one payment due to me not having the same debit card. The representative then sends me a final notice stating that it would be turned over to a third party. She stated that there is a seven day grace period for a missed payment, when I asked where that was stated at the time of arrangement, she stated that it's not something that is sent in writing. Not to mention, it took them almost 3 months to send me a move out letter. This company currently has a class action suit against them for charges and fees.Business Response
Date: 12/02/2024
Dear ******* *******,
Thank you for sharing your concerns with us. We are truly sorry to hear about the challenges you faced during your time at The Esplanade and your frustrations regarding the move-out charges and payment arrangement.
We have contacted the property team at The Esplanade and their leadership to investigate your concerns further. A Greystar representative will be reaching out to you directly within 10 business days to provide additional information and discuss a resolution.
We appreciate your patience as we look into this matter.
Best regards,
The Greystar Team
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