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

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

• 

  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:08/27/2025

  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.

  Former tenant at this apartment. I have called to receive information about my security deposit which is due back to me. Avana Landing has not picked up or returned a single phone call over the course of 2 weeks.

  Business Response

  Date: 08/28/2025

  Hi *******,
  Thank you for reaching out and letting us know about your concern. We’re sorry to hear that you haven’t received a response regarding your security deposit refund from Avana Landing.
  We’ve contacted the on-site and regional leadership team for the community so they can investigate your request and follow up directly with you. A Greystar representative will be in touch within 10 business days.
  We appreciate your patience and thank you for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/27/2025

  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 a tenant at Aston at Gateway in El Monte, CA, managed by Greystar.On August 20, I spoke with Assistant Manager Clara H****** regarding my move-out. She repeatedly interrupted me and insisted that all tenants must pay repainting fees upon move-out regardless of the unit’s condition (unless living there for more than three years). She told me to read the lease carefully.On August 25, I returned to the office to ask her to show me the specific lease clause. She immediately cut me off, refused to answer, raised her voice, accused me of “attacking” her, and ordered me to leave the office. At no time did I threaten or touch her; I only asked her not to interrupt me. A witness was present who can confirm that I did not attack her.This unfounded accusation and unprofessional behavior caused me distress and prevented a calm and constructive discussion. I am also concerned that her misleading statements indicate the company may attempt to unfairly withhold my security deposit at move-out. In addition, her unstable reaction makes me fearful that she may make further false accusations against me or create negative internal records that could affect my tenancy.I request:1.Written clarification if repainting is automatically charged for tenants under 3 years.2.Explanation why staff can cut off tenants and refuse to answer lease questions, even asking tenants to leave when they raise issues.3.Investigation into the Assistant Manager Clara’s conduct. She made a false accusation that I “attacked” her and ordered me to leave the office without cause. This behavior constitutes tenant harassment and made me feel unsafe.

  Business Response

  Date: 08/28/2025

  Hi ****,
  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about your recent experience at Aston at Gateway and the distress it has caused you. We understand how important it is for residents to feel heard and respected, especially when discussing matters related to move-out and lease terms.
  We’ve contacted the team at Aston at Gateway and their leadership so they can look into the situation further. A Greystar representative will follow up with you directly within the next 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/26/2025

  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.

  Live at 1919 Mile High Stadium Circle
  Denver Colorado 80204. Moved out 6/24/2025. Have not received any mail or follow up for this company about my security deposit. In the lease it states they have 60 days to give me a written statement. It has been over 60 days. Called the office today, and they stated “sorry you aren’t going to be getting it back”. Let them know Colorado law requires them to send me a breakdown of why in the first 60 days. Said they could send me pictures. When I moved out I gave them my address on the form they made me fill out.

  Business Response

  Date: 08/28/2025

  Hi ****,
  Thank you for reaching out and sharing your concerns with us. We’re sorry to hear about the difficulty you’ve experienced in receiving a breakdown of your security deposit following your move-out from 1919 Mile High in Denver.
  We’ve contacted the onsite team and their leadership to investigate this further. A Greystar representative will follow up with you directly within 10 business days to address your concerns and provide next steps.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/25/2025

  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 moved into my apartment (the lex at brier creek) on June 23, 2025. At my walkthrough, I discovered that the dryer produced a strong burning smell within seconds of turning it on. I immediately submitted a maintenance request, which was closed with no repair. I filed another request with no resolution, and finally went to the leasing office. They claimed the issue was the vent, not the dryer, and hired a vendor to clean it. Afterward, the burning/gas smell worsened and spread throughout the apartment. I am now afraid to use the dryer due to fire risk.
  
  I asked for permission to buy my own washer and dryer but was told I could not, as the community has nowhere to store the existing appliances. This leaves me forced to keep appliances that do not work. The washing machine also fails to complete cycles or clean clothes, and my maintenance request for this issue remains open and unaddressed.
  
  I also emailed management regarding these problems, but my message was ignored. I am being charged rent that includes in-unit washer and dryer, yet I cannot safely use them. I have not asked for a fee reduction, only that the appliances advertised and promised be functional.
  
  This situation creates both a safety hazard and a violation of my right to fair housing. I am requesting that management replace or properly repair the washer and dryer so I can use them safely, and that future maintenance and communication be handled promptly and professionally.
  
  I am filing this complaint with the BBB because the property has ignored my good faith attempts to resolve this directly.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at The Lex at Brier Creek. We’re very sorry to hear about the challenges you’ve faced with the in-unit washer and dryer, and how your maintenance concerns have been handled. We understand how frustrating and concerning this must be.
  We’ve contacted the property team and leadership at The Lex at Brier Creek so they can investigate this matter. A Greystar representative will be reaching out to you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/24/2025

  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 live in apartment ****. I have four high pressure oxygen tanks for medical purposes (I have a prescription). The tenants of 9208 smoke an unknown substance that smells like marijuana. We have complained to Reagan, the property manager of the smoking, which is a fire hazard (actually explosion hazard) but she simply blows us off. We are unable to enjoy our patio with our granddaughter due to the concerns of 2nd hand marijuana smoke. Today 8/24/2025 at approximately 7:00 PM. The marijuana smoke was so intense that it was witnessed by the pool security officer that could smell the marijuana at the grill area in the pool (aproximately 20 feet away). He witnessed the smoker on the second floor and the smell. He called his manager in regards to needed to file a report. His manager said that his authority is limited to the pool area and since the smoker was observed and the scent smelled came from Apt 9208, it was outside his jurisdiction. We have 4 witnesses to today's smoking. All witnesses had to leave the patio of **** due to the strong marijuana smell and fears of second hand smoke. Greystar management has breached the lease. The property is a smoke free property. Management has allowed marijuana smoking within 10 feet of my open oxygen tanks creating a death/fire/explosion hazard. Greystar Property has exposed myself, family, friends and granddaughter to marijuana second hand smoke. Since Greystar has breached this months lease we are entitled to full refund of this months rent. We were unable to use our patio, our apartment is penetrated by marijuana smell and we are even unable to use the pool at times due to the second hand marijuana exposure. We would like a meeting with Corporate Office so they can take the 4 witness statements and the statement of the security officer. We require the termination of Reagan due to her refusal to take this health hazard and breach of lease seriousely.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at Broadstone Cross Creek Ranch. We’re very sorry to hear about the discomfort and health concerns you’ve encountered due to smoke exposure near your apartment and appreciate you taking the time to outline the situation in detail.
  We’ve contacted the onsite team at Broadstone Cross Creek Ranch along with their regional and property leadership so they can investigate this matter. A Greystar representative will be in touch with you within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/24/2025

  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.

  Corporate team made promises of review and contact. Lied and ignored outreach multiple times. Now my credit has a blemish for $77.
  To be clear - On-site staff were wonderful. My issue exclusively relates to corporate communications and the accounts receivable team:
  
  Moved out 12/31/24.
  2/6/25 I receive phone call from Desiree Risedorf, Specialist, Receivables Department. I explain inaccuracies with my move out statement.
  2/24/25 Desiree calls again. Discuss issue again. Desiree agrees to review and revise. Desiree and her team review and find errors mentioned and reduce bill.
  3/10/25 I send follow up email. Reminded her about one outstanding pet rent issue. Desiree tells me that was from December and I have already paid.
  4/3/25 Desiree calls me at work. I tell her I'm ready to pay any remaining bill that night but have not heard on the pet rent issue. Desiree says she **** look into it.
  5/22/25 Haven't heard from Desiree, but receive collections notice. I reach out to Desiree. No reply.
  5/29/25 I follow up with Desiree. She replies my balance wasn't paid and now with collections. No communication had been received between "looking into it" and May 22. I ask why there's a balance and why I wasn't informed. No reply.
  6/3/25 I follow up with Desiree. No reply.
  6/9/25 I follow up with Desiree. She provides copy/paste of her previous note. I ask for clarification. She claims she never said "looking into it". I provide corrective action requests and timeline. She refuses. I send email to office of the CEO via contact link online.
  6/11/25 Ann B confirms receipt of note and that leadership **** reach out to me directly.
  6/23/25 I follow up. No contact has been received. Lucy S replies with copy and paste of collections contact.
  6/25/25 I follow up. No reply.
  6/26/25 Ann replies that my note is escalated.
  7/7/25 I follow up. No reply.
  7/8/25 Ann sends copy/paste of collections contact info.
  7/10/25 I follow up. No reply.
  7/15/25 I follow up. No reply.
  No resolution to date.

  Customer Answer

  Date: 09/05/2025

  Hello,

   

  I ran out or characters and thought the other information was more critical since my complaint is with Greystar corporate rather than a specific property.

  The property was The Current located at 707 E Ocean Blvd, Long Beach, CA 90802

  Please let me know if additional information or screenshots are needed. I would like to bring closure to this situation promptly.

  Business Response

  Date: 09/05/2025

  Hi ****,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience following your move-out from The Current, especially regarding the communication challenges with our Receivables Department and the resulting collections issue.
  We’ve reached out to the appropriate teams, including leadership, to review your concerns in detail. A Greystar representative **** follow up with you directly within 10 business days to help bring closure to this matter.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/23/2025

  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.

  Harassed and Stalked by parking attendant boleacamovic or "Bosko"
  What's so sad is I have nothing else bad to say about this complex and overall it is great. The union and their parking garage company have just failed to ensure safety of their residents and deal with the harassment I have received from the parking attendant Bosko. The other attendant is great! Sad to leave this review but safety for residents is important! They also asked me to share evidence of this incident which is completely understandable as this should not be taken lightly. I have photos and provided evidence but they dismissed it.
  Also, I saw another review about the parking passes having issues scanning. I have had this issue as well.
  Very frustrating.
  I am working on dealing with this through the union and the garage company but if this goes unresolved I will be filing a report through law enforcement. Chapman J****** (community manager) stated in an email to me, "If you feel like a crime has been committed, we encourage you to report it to the officials." That is what will have to be done if conditions continue to be unresolved since it doesn't seem to be the garage company or the union's concern to ensure the safety of residents.
  Another garage concern:
  I have noticed incidents of peoples cars being stolen.
  Items are stolen out of cars as well. My old roommate's car was stolen from the union garage so clearly this garage has an issue with their security.

  Business Response

  Date: 08/25/2025

  Dear *****,
  Thank you for sharing your concerns with us regarding your experience at The Union in Tempe. We’re truly sorry to hear about the situation you've described involving the parking garage and the attendant. We understand how serious this is and appreciate you taking the time to provide detailed feedback.
  We’ve contacted the onsite team at The Union and their leadership team so they can investigate the matter further. A Greystar representative will be in touch with you within 10 business days to follow up and address your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/22/2025

  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.

  On June 28th I applied MFTE with Mason & Main Apartments, ( It is managed by GreyStar. )before applying I have discussed my income and my situation with the leasing agent because I was a new hire, if I was qualified for the program. Base on my annual income and my mother's SSA and SSI. We still make under the MFTE's annual income limit. Since I was a new hire, I didn't have 6 continuous paystubs and they requested my employer to fill out the employment verification form. When they asked my employer about my working overtime. My employer said, " There is no limit to overtime. Overtime is variable but it is fair to assume an average of 10 hours per week. Overtime by definition is not scheduled. In fact to do so as a work requirement is arguably illegal. But the assumptions you are using seem reasonable. " Base on this letter they affirmed I have worked 10 hours of overtime per week, and denied my application then said I was disqualified for the MFTE. Inaddition, they don't let me to explain or correct the employment verification. They got my application frees and Security Deposit. Since this is not my fault, in the letter it didn't say I work 10 hours overtime per week. It must have some misunderstanding. They refused to refund my application fees, and needed to wait for 2 to 3 weeks to mail my Security Deposit refund. But so far I still have not received my refund from them.

  Business Response

  Date: 08/25/2025

  Hi **,
  Thank you for taking the time to share your concerns with us. I'm sorry to hear about your experience during the MFTE application process at Mason & Main and the delay in receiving your refund.
  We've contacted the team at Mason & Main, along with their leadership, so they can review the details of your application and the status of your refund. A Greystar representative will follow up with you directly within 10 business days.
  We appreciate your patience as the team investigates this further.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/22/2025

  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.

  Upon arrival, the apartment was in unacceptable condition:
  - The unit was filthy, with damaged floors, Water damage was visible on the walls and cabinetry. There were stains on the walls and ceiling, and children’s drawings on the inside of closet door. Most concerning, the unit had a cockroach infestation. Despite these conditions, management failed to address our concerns adequately. We later discovered that other tenants were experiencing similar issues and were actively moving out due to poor living conditions. closed—and the office frequently closed early. Work orders submitted to document damages (many of which were listed on our move-in inspection) were often closed in the middle of the night without any repairs being made. We received notifications despite no one ever coming to fix the issues. These concerns were consistently dismissed. The laminate flooring appeared to be a superficial fix for underlying damage. In several areas, it was glued down to cover holes. The countertops had chips, holes, and stains. The cabinetry throughout the apartment was falling apart, with visible cracks and structural damage. After my ex-girlfriend moved out in mid-March, I am unsure what transpired. I had explained to management multiple times that I no longer lived at the property and could not return due to threats from individuals staying in the unit. Despite this, and without any formal notification, the property filed an eviction and added excessive charges. They are now attempting to hold my mother and me financially responsible for over $8,850, including legal fees, for an eviction we were never informed about.

  Customer Answer

  Date: 08/25/2025

  My apologies,  the name of the complex is, Galleria Palms Tempe

  Business Response

  Date: 08/25/2025

  Hi *********,
  Thank you for taking the time to share your concerns with us. I’m sorry to hear about the condition of your apartment at Galleria Palms and the billing issues that followed your move-out.
  We’ve contacted the team at Galleria Palms and their leadership to review your concerns further. A Greystar representative will be reaching out to you within 10 business days to discuss the matter and address your questions directly.
  We appreciate your patience while they work to investigate and follow up.
  Best regards,
  The Greystar Team 

• Initial Complaint

  Date:08/22/2025

  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 am a current resident of the Aquatic Higby apartments located at 3015 San Pablo Avenue Berkeley, California and I am reaching out regarding a parking situation that I've encountered recently with management as well as with the property manager, Mr. Anthony V***** who refuses to comply and assist in handling the issue when it comes to parking reimbursement fees. I've asked Mr. V***** on multiple occasions to speak with his supervisor and haven't received a call from Mr. V*****'s supervisor. Just to point out, prior to becoming a new tenant which was roughly a year ago, I wasn't assigned a designated parking spot as indicated on my lease. I was told by Mr. V***** and Ms. Nitra C******, the assistant manager to park in the commercial parking since I didn't have a designated resident parking space and charged $175.00. Thus, according to the lease agreement, $175 shall be charged to a tenant only if they are assigned a designated parking space and with this being said, I brought the parking situation to Ms. C****** attention was very unprofessional and rude as well as condescending and said, "she could care less about the situation and was directed by management not to speak with me". Nitra said this right in front of my friend/living-aid. I am asking to be reimbursed the amount of $1,750.00 for the months that I was illegally charged for going forward and request it to be in a company check form. Not applied to the rent. If this situation is not resolved in a timely fashion, I will have no choice but to take legal action against Greystar and I want to avoid that moving forward.

  Business Response

  Date: 08/25/2025

  Dear ******,
  Thank you for sharing your concerns with us regarding your experience at Aquatic Higby. We’re sorry to hear about the frustrations you've experienced related to parking charges and how the matter was handled onsite. We understand this has been disappointing for you.
  We’ve contacted the property team at Aquatic Higby along with their leadership so they can review this issue further. A Greystar representative will reach out to you within 10 business days to follow up and discuss your concerns directly.
  Sincerely,
  The Greystar Team