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

• 

  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

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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:12/02/2024

  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.

  I rented an apartment at Morgan Park in Vacaville CA for 5 years. I gave the required 30 day move notice on August 30, 2024. My lease ended 10/6/24. I was told that if I turned the unit over on 9/30 they would forgive any move out expenses as they had a new renter., which I did. My security deposit if $2570 has not been returned by the property management company, Gretstar. I was told that they needed to research the paper trail as they seemed to have nothing on file. They were supplied a copy of the original deposit. I have spoken repeatedly over the last 2 months to get this resolved. The last communication I had was on I about 11/8/24 at which time I was told they would get back to me in a few days. It is now 12/2/24 and I have not heard from anyone at Greystar nor received the reimbursement of the security deposit. I’m a 74 year old retiree and really need the money. Hope someone can assist.

  Business Response

  Date: 12/02/2024

  Dear **********,
  Thank you for taking the time to share your concerns with us. We apologize for the frustration and inconvenience you’ve experienced regarding the return of your $2,570 security deposit from your previous residency at Morgan Park in Vacaville.
  We have contacted the Morgan Park property team and their leadership to investigate your concerns further. A Greystar representative will reach out to you within 10 business days to discuss your situation and provide a resolution.
  If you have any additional details to share, please feel free to contact us at your earliest convenience.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/30/2024

  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.

  Subject: Immediate Lease Termination, Refund Request & Tax Document
  
  Dear Greystar Real Estate Partners LLC,
  
  I am writing to formally terminate my lease and retract my application for the apartment located at Allaso Vineyards, 8901 Holly Ave NE, Apt ****, Albuquerque, NM 87122, effective immediately as of November 30, 2024. Please consider this letter as notice to dissolve my contract.
  
  Enclosed you will find a completed 2023 1099-A Copy B for borrower.
  Additionally, I am requesting a refund of all the following fees:
  
  Deposit Fee: $500.00
  Application Fee:$55.00
  Online Administrative Fee: $200.00
  Pre-Equal Deposit:$100.00
  Welcome ACH Payment (11/26/2024): $750.00
  
  Please issue a check for the total refund of $1,605.00 and send it to the following address:
  
  *** ****
  *** *** ST NW
  STE *** PMB ****
  Albuquerque, NM *****
  
  I kindly request that the refund be processed and mailed no later than December 6, 2024. If any further action is required on my part, please notify me promptly.
  
  Furthermore, I require that your company update the records on my RealPage portal to reflect that I do not have a current lease with Allaso Vineyards. This update must be completed within 24 hours upon receipt of this letter. Additionally, I request written correspondence confirming this update within 48 hours of the update occurring.
  
  Thank you for your immediate attention to this matter. Please confirm receipt of this letter and provide written confirmation that my lease has been dissolved and the refund is being processed.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 12/02/2024

  Dear *** ****,
  Thank you for sharing your concerns with us. I apologize for the inconvenience you’ve faced regarding the lease and refund process at Allaso Vineyards in Albuquerque, NM. We have contacted the team at Allaso Vineyards and their leadership to investigate your concerns. A Greystar representative will be in touch with you within 10 business days to provide an update on this matter.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:11/28/2024

  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.

  Since around May 2024, Avana Long Point manager and staff have been made aware of of 5 raccoons living by our building. These animals have attacked pets and people. They are not afraid of people due to some of the tenants feeding them. The children cannot go outside without the raccoons approaching them. Same if you are trying to walk a dog. The raccoons continue to rip open trash bags that are left in breezeways for valet pick up, per contract and fees. The trash is spread around the building by these animals. To further the problem, valet pick up does not occur as scheduled. And there is no notice. Contract dictates that we are to pay the pest control and trash valet fees, but we cannot opt out of either. Both services that are in the lease (pest and trash) are not being performed. Managers and staff seem to be indifferent and suggest putting a bungee cord around the trash containers. That is their only solution. They will not contact animal control and make futile promises of resolving the valet pick up.
  To further the problem, due to wildlife (raccoons) living under the building, there is a continuous infestation of fleas. Multiple apartments have complained. Families with kids and pets are all greatly affected.
  We try to take our own trash to the dumpster when it is not picked up. But even community dumpster posses a biohazard. Pics attached. As the dumpster is broken and trash is dumped around it and spread out on the property. This was an issue 3 years ago, and it still continues today.
  We want the raccoons removed, so it is safe for people to walk out their front door. And that our trash is not ripped apart and spread out.
  We want the dumpster fixed, so it doesn’t collect maggots, flies and attracts more wildlife.

  Business Response

  Date: 12/02/2024

  Dear ****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have been experiencing at Avana Long Point regarding wildlife, valet trash services, and the condition of the dumpster.
  We have contacted the property team and leadership at Avana Long Point to investigate and address these matters. A Greystar representative will reach out to you within 10 business days to discuss your concerns and provide further assistance.
  Thank you for your patience as we work to resolve these matters.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/28/2024

  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.

  After vacating my apartment at 100 Park Plaza, Unit ****, on July 1, 2024, and returning possession by turning in the keys and completing a walkthrough, I was erroneously billed for rent totaling $8,951.87 for the period from July 2, 2024, to August 7, 2024. These charges are unjustified as I had vacated the property and was assured by Greystar representatives that no further charges would apply after my move-out date.
  
  Additionally, I was prevented from mitigating any potential liability by finding a replacement tenant, as Greystar denied approval of a qualified applicant and restricted me from marketing the unit, violating California Civil Code Section 1951.4. Despite multiple attempts to resolve this matter via email, physical correspondence, and phone calls, Greystar has failed to respond and has escalated the matter to a collection agency.
  
  I am seeking the immediate removal of the charges, written confirmation that I do not owe any balance, cessation of collection efforts, and a corrected final statement. This matter has caused undue stress and threatens to impact my credit through no fault of my own.

  Business Response

  Date: 12/02/2024

  Dear *******,
  Thank you for reaching out and sharing
  your concerns. We sincerely apologize for the stress and frustration caused by
  the billing issues following your move-out from Unit **** at 100 Park Plaza.
  We have contacted the property team
  and their leadership to review your account and investigate the charges in
  question. A Greystar representative will reach out to you within 10 business
  days to discuss the matter further and work toward resolving your concerns.
  If there is any additional information
  you would like to provide, please do not hesitate to contact us.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/27/2024

  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 Account #: ********. I requested the property management personnel at Cypress Apartments in Seattle and early termination of my lease without penalty due to my disability under the federal Fair Housing Act. The property managers have agreed to this and I moved out in October 2024. However, Greystar has decided to add absurd charges to my account after I moved out and are demanding $12,923.02 of baseless charges. They have also stolen my security deposit of $500.

  Business Response

  Date: 11/27/2024

  Dear ****,
  Thank you for bringing this matter to our attention. We apologize for the difficulties you’ve experienced regarding the charges on your account and your security deposit following your move-out from Cypress Apartments in Seattle.
  We’ve escalated your concerns to the appropriate department for investigation. A representative from our team will contact you within 10 business days to address these concerns and provide further clarity.
  We appreciate your patience as we work to resolve this matter. If there is any additional information you’d like to share, please feel free to reach out.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/26/2024

  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.

  In 11/25/2022, I submitted an apartment application for Residences at Westgate which managed by Greystar Real Estate Partners. The online application charged me for $606. The application fee was $106. Later on, I decided not to proceed with this application, and I withdrawn the application in Dec. 2022, and tried to get my $500 back. However, the leasing office only admitted the $106 application fee charge. I spoke with the Bank, bank shown me the charge was completed and there is nothing they can do. I have the bank statement showing the charge is $606.
  I just try to get my $500 back.

  Business Response

  Date: 11/26/2024

  
  Thank you for sharing your concerns with us. We sincerely apologize for the frustration you’ve experienced regarding the application fee and refund at Residences at Westgate.
  We have contacted the property team and their leadership to investigate your concern further. A Greystar representative will reach out to you directly within 10 business days to provide assistance.
  If you have additional details to share in the meantime, please feel free to let us know.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:11/21/2024

  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.

  9/20/2024- management taped a notice to our apartment door warning of a new fee that was going to be added to our bill for parking space and that they could do so per California Civil Code Section 827 (We are in our second 15 month lease)
  October 28, 2024--I Sent an e-mail about the new fee that was being imposed against the lease terms and that we did not have to pay for parking per our lease with evidence of lease terms and assigned parking spaces NO RESPONSE
  Nov 1st 2024--was charged this $150 fee without response from email.
  November 5th, 2024 sent a follow up email for resolution of issue, NO RESPONSE
  November 12th, 2024 sent a follow up email after we received an overdue notice on our door for the $150 parking fee that we don't believe should have been added. NO RESPONSE
  
  I do have More details in email that is too large to attach -
  
  At move in we were assigned 3 spaces, 3 parking fobs and 3 car registration stickers. The apartment complex is now saying that we were only supposed to have 2 parking spaces and that the third is a add on that we now have to pay for.
  in our lease / paperwork that we were given, it lists 3 spots with no stipulations or expiration of those parking allocations. We have been residents since ~09/2022.

  Business Response

  Date: 11/22/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced regarding the parking fee at Neptune Marina Apartments.
  We have reached out to the property management team and their leadership to investigate the matter thoroughly, including reviewing your lease terms and the details you provided. A Greystar representative will contact you directly within the next 10 business days to address your concerns.
  If there is anything else you'd like to share in the meantime, please feel free to reach out to us.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/21/2024

  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.

  This business advertised a free application fee, but when
  applying to the apartment as a new resident, the application
  fee was still applied to my account. I was advised to pay the
  application fee in the interim, and would later receive the
  application fee refunded to me. Once my payment was made
  I requested my refund to where I was told the refund had
  already been processed. This payment was made in June
  2024. We are now in November 2024 and there has since
  been no refund, I have visited the place of business and
  emailed at least 10 times since then to request this refund to
  no avail . on many of my communications with this business
  and these individuals, they have confirmed that they will
  send the refund and that it is being processed, but I have
  never received the refund after many times told to wait. I paid $235 on June 8,2024

  Business Response

  Date: 11/21/2024

  Dear Ms. *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced regarding the refund of your $235 application fee at Lenox Reserve.
  We have contacted the property team and leadership at Lenox Reserve to investigate your concern thoroughly. A Greystar representative will be in touch with you within 10 business days to address your situation and follow up directly regarding your refund.
  Thank you for your patience and for allowing us the opportunity to resolve this matter for you.
  Sincerely,

• Initial Complaint

  Date:11/20/2024

  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.

  In June 2024, my wife and I moved out of our apartment at GreyStar Novel Apartment Residence after nearly three years of tenancy, from August 2021 to June 2024. Throughout our time there, we consistently made on-time rental payments. However, following our move-out, we encountered an ongoing issue with GreyStar.
  
  Not only did we experience one apartment transfer, but we also dealt with numerous leaks—around a dozen incidents—that caused significant health issues for both my wife and me, as well as our cat. We believe these issues were caused by mildew or mold resulting from the leaks, which exacerbated our allergies.
  
  We were recently informed that we owe an additional $165.65, which was both unexpected and frustrating. Not only did we not receive our security deposit, but we are now being harassed with repeated attempts to collect this amount. The account number associated with this dispute is ********.
  
  For over three months, I attempted to contact the Accounts Receivable Department at GreyStar through email, mail, and phone, but received no response. The first form of communication I received was an invoice sent today, November 20th, 2024. The invoice claims it was sent multiple times, yet it bears today's date. This inconsistency is unprofessional and concerning.
  
  Despite reassurances from GreyStar that the matter was resolved, we have received calls from multiple debt collectors demanding the $165.65. This situation has caused significant stress and contradicts the information we were provided. We are frustrated by the continued harassment and broken promises.
  
  It is disheartening to be in this situation after having been responsible tenants who endured apartment transfers, recurring leaks, and health issues due to mold. The lack of communication from GreyStar only adds to our frustration.

  Business Response

  Date: 11/21/2024

  Dear ****,
  Thank you for taking the time to share your concerns about your experiences at Novel Apartment Residence. We sincerely apologize for the stress caused by the ongoing billing issue and the health concerns you and your family faced during your residency.
  We have reached out to the Novel Apartment Residence team and their leadership, as well as the relevant departments, to investigate this matter thoroughly. A Greystar representative will contact you within 10 business days to discuss your concerns, including the disputed charge, credit reporting, and collection calls.
  We appreciate your patience as we work to resolve this for you.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:11/20/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The agents of Greystar Property Management (aka, Inscribe Apartments) continue to be untrustworthy in their unscrupulous business practices. They a appear to have created a scam to mislead and try to deceive residents to for personal gain. They then lie and deny to coverup their fraudelent practices. They have given Bob F**** and Greystar Property Management a bad name. Their acts are not only bad--they are criminal. And they need to be held accountable.

  I have attached a copy of my records as proof. If you need more detail information and an explaination of these records (to include a copy of my insurance policy), let me know.

  Upon a recent review of my payment history ledger, I discovered I was charged multiple times for insurance, when I in fact had the proper coverage from day one.

  When I wage a complaint about the additional monthly charges placed on my account ledger, they resort to gaslighting and retailiation tactics such as harassment and intimidate by leaving threatening notices on my door. When asked about these threatening notices--- they become silent. 

   

  Not only have they refused to reverse the fraudulent charges placed on my account, but they have now resorted to the daily intrusive invasion my personal privacy through wifi monitoring. This constant wifi interference and monitoring through their forced-use, yet insecure network has caused my PII to be leaked on the Dark Web over 12 times in the month of August alone. This data leak (which they take no accountability for) has caused me personal harm, because it has resulted in my credit score dropping by over 40 points. Can you imagine that?! Thus, I  have filed a separate complaint regarding this illegal activity and issue with the FCC.

  Finally, I have requested that Inscribe Apartments (Greystar) refund the additional $45 they  fraudulently charged my account in February and March of this year. As of this response, they have NOT issued a credit or REFUND.
  
  
  
  Sincerely,
  
  
  
  ***** * *****

  Business Response

  Date: 10/07/2024

  The following tenant did not provide proper renters insurance document at move in and was advise of the adjustments needed and took two months to complete. The insured address was incorrect and the other lease holder was not shown on the policy as required. Due to this the tenant was charged $15 of a renters insurance since the system read it as an incorrect policy. The tenant has also never been charged duplicate utility fees, here at Inscribe we use conservice which is a third party who distributes water/sewer charges to residents ledger. Ms. ***** has already been told that the conservice statement she sees monthly prior to the first is just a courtesy to let her know what her billing will be. Conservice posts this amount on her ledger a couple days prior to the 1st and she assumes its just duplicate charges. This tenant has been provided all proof of her lease charges and required of her policy on numerous occasions and still doesn't comply. I have attached all addendums needed as proof for this complaint. 

  Customer Answer

  Date: 11/20/2024

  For the last several month, Greystar property (Inscribe Apartments) has resorted to the unscruptulous practice of adding random fees to my monthly statement ledger in hopes that I pay the added amounts without checking my itemized bill. I have haggled with them over the last few months to remove these random fees from my account, but each month they continue to either duplicate my utility charges or charge me an additional $15 for insurance, which I have current and in compliance with another company. Not only are these unfair and bad billing practices a hassle to deal with each month, but they appear to be fraudulent. How many residents at Inscribe Apartments alone have they duped out of EXTRA money each month due to these random additional charges they continue to tack on to the already unusually HIGH rent, and added fees for the unreliable services of trash and internet?

  Business Response

  Date: 11/21/2024

  Dear *****,
  Thank you for sharing your concerns with us regarding your experiences at Inscribe Apartments. We sincerely apologize for the ongoing issues you’ve experienced with your monthly statements, including the duplication of utility charges and additional insurance fees.
  We have reached out to the Inscribe Apartments team and their leadership to investigate this matter further. A Greystar representative will contact you within 10 business days to discuss your concerns directly and provide any necessary follow-up.
  Thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team