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

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  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

  4401 W. Deer Run Dr Brown Deer, WI 53223

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  Greystar

  2200 North Sam Houston Pkwy East Houston, TX 77032

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:08/21/2025

  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 filing a formal complaint against River Run Apartments, managed by Greystar, regarding unresolved issues and poor treatment I received as a tenant. I am also disputing the $5,013.00 debt recently sent to collections, as these charges are unfair given the circumstances.
  
  From the day I moved into unit #****, there was a persistent foul odor. I reported this problem for an entire year, but my concerns were ignored or dismissed by management. After repeated calls and emails to the onsite manager (Nicole) and regional manager (Sharon P***), a plumber was finally sent. The plumber confirmed the odor was toxic sewer gases from flushing issues. My children and I inhaled these gases daily for over a year. Despite this, management offered only a one-time $500 concession and claimed the unit was never unsafe, disregarding the plumber’s findings and my documented complaints.
  
  I also reported other serious issues:
  • Excessive noise and harassment from upstairs neighbors (stomping between 1–5 a.m.)
  • Vandalism (liquid splashed on my car multiple times)
  • Poor maintenance in the rear of the property (trash, spider webs, unsanitary conditions)
  
  None of these problems were properly addressed, and my requests for corporate assistance were ignored. I submitted my 30-day notice on September 26, 2024, and vacated the unit by October 26, 2024.
  
  On July 29, 2025, I received a notice from Columbia Debt Recovery LLC claiming I owe $5,013.00 This debt was placed into collections on June 13, 2025. I dispute this debt because I lived in unsafe and unsanitary conditions, management failed to respond appropriately, and I fulfilled my obligations as a tenant.
  
  I request removal of this debt from collections and from any credit reporting, along with accountability from Greystar for their mishandling of this matter.

  Business Response

  Date: 08/22/2025

  Hi ********,
  Thank you for ***ing the time to share your concerns with us. We're very sorry to hear about your experience at River Run Apartments, including the reported maintenance and service issues and the recent collections notice you received.
  We’ve contacted the team at River Run Apartments along with their leadership so they can review your concerns regarding both the living conditions you described and the $5,013.00 balance placed in collections. A Greystar representative will be reaching out to you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/21/2025

  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.

  Complaint Summary:
  I am filing a complaint against Elan Madison Yards, a Greystar Community for deceptive practices and failure to honor verbal commitments made by former leasing manager Carson P*****. These actions have caused significant financial hardship.
  
  Details of the Complaint:
  When I renewed my lease, I voiced concerns to Carson P***** about the lease length due to my intent to purchase a home. Carson assured me in person not to worry, saying if I purchased a home, “we would be able to work something out.”
  
  Six months later, I used my Veterans loan to buy my first home and approached Carson about our agreement. He remembered our conversation but said they could not honor it and admitted he had hoped I had just forgotten. He suggested I advertise my unit and mentioned helping someone else find a replacement within a couple of weeks.
  
  After advertising, I was told by the community manager that it was a lease violation. I immediately removed the flyers. When I explained the situation, the manager informed me Carson no longer worked there and that his departure was partly due to similar behavior. I was told Carson had a history of lying to residents and future residents.
  
  Following the office’s direction, I have continued searching for someone to assume my lease. They said they would also help. After a fire incident displaced residents, I learned corporate would not allow them to move one of those individuals into my unit.
  
  Now I am in financial distress, paying both my rent and my new mortgage, which was only possible due to my Veterans status. The hardship stems from false promises made by their staff, whose misconduct the property has acknowledged.
  
  Resolution Requested:
  I am requesting the apartment complex honor the verbal commitment made by their former leasing manager by releasing me from my lease without penalty or offering an immediate and fair lease termination option.

  Business Response

  Date: 08/22/2025

  Hi ******,
  Thank you for sharing your experience with us. We're very sorry to hear about the difficulty you've faced regarding the verbal commitment made by a former team member at Elan Madison Yards and the financial strain this situation has caused.
  We’ve reached out to the Elan Madison Yards team and their leadership so they can further investigate the matter. A Greystar representative will contact you directly within the next 10 business days to follow up with you regarding your concerns and next steps.
  We appreciate you taking the time to bring this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Croft in Wildomar has engaged in misleading practices that were not disclosed prior to signing the lease, particularly regarding undisclosed fees. These charges seem unjust, especially since I am seldom at my apartment during the day. Additionally, when I requested to see the water meter, as stipulated by Califor*** Civil Code CIV 1954.204 (h), my request was denied.

  Business Response

  Date: 08/21/2025

  Hi ***,
  Thank you for sharing your concerns with us. We're sorry to hear about the confusion around billing practices and the difficulty you experienced when requesting access to the water meter at The Croft in Wildomar.
  We’ve contacted the property team and their leadership so they can review your situation and ensure a Greystar representative follows up with you directly. Please expect a response within the next 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/20/2025

  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.

  My wife and I signed a 12-month lease at Park & Paseo (Atlas) in Santa Ana, CA, managed by Greystar. We paid all required fees and submitted more than sufficient financial documentation. However, the process was mishandled by leasing coordinator Tania Funes, creating unnecessary stress and raising concerns about contract integrity, policy compliance, and fairness.
  
  Details:
  
  Income Verification Misapplied – Greystar’s published policy requires proof of assets totaling 3× monthly rent over the lease term ($129,204). We provided:
  
  LLC account with $150k+ in cash (with proof of ownership)
  
  Personal accounts with ~$80k
  
  Spouse’s accounts with ~$80k
  
  W-2 income of $96k annually
  Despite this, Ms. F**** rejected the documents, claiming assets must be in one account and that LLC statements could not be used. Neither restriction appears in Greystar’s policy.
  
  Lease & Portal Alterations – After signing the 12-month lease, our portal password was reset without authorization and the lease term was changed to 15 months. No explanation was provided.
  
  Unfair Deadlines & Fees – We were told our “72 hours were up” and pressured to reapply at a higher rent. Additionally, after a processing error on Greystar’s end, we were asked to pay an extra $35 fee to correct it.
  
  Forced Resolution by Adding a Third Party – Ultimately, this issue was only “resolved” after we were told the lease could not move forward unless we added a third person who had the entire 3× rent rate liquid in one account. Without this, Ms. F**** would not process our lease, despite us already meeting the published requirements. This was unfair, unnecessary, and not in line with Greystar’s stated policy.
  
  These actions undermined trust and appear inconsistent with Greystar’s own standards. While leasing agent Andrea De Pari was excellent, the handling by Tania Funes was unprofessional, dismissive of valid documentation, and created unnecessary barriers even after we had already signed a lease.

  Business Response

  Date: 08/21/2025

  Hi *****,
  Thank you for bringing this to our attention and sharing such a detailed account of your experience at Park & Paseo (Atlas). We're very sorry to hear about the challenges and confusion you encountered during your lease process, including concerns around documentation handling, communication, and policy interpretation.
  We’ve shared your concerns with the onsite team and their leadership so they can thoroughly review your situation. A Greystar representative will reach out to you directly within the next 10 business days to discuss this further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/20/2025

  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.

  My family and I moved into Luna Pointe apartments on July 15th, 2025. From that date until now it has been nothing but issues. Our ceiling in the master bedroom collapsed. By Virginia law they have fourteen days to fix it, they lied and said a roofer came out. Now there is significant water damage in the master bedroom along with the other bedroom. This establishment has ignored my family and I and refuses to do right by us. There are other issues however, there is not enough space provided to list them off. I’m asking that this business fix my apartment. It is unfair that I pay rent for somewhere that is not habitable.

  Business Response

  Date: 08/21/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the ongoing maintenance issues you’ve experienced at Luna Pointe, especially related to the ceiling damage and water intrusion in your home. That’s certainly not the experience we want for our residents.
  We’ve contacted the onsite team at Luna Pointe and their leadership so they can investigate the matter and follow up with you directly. A Greystar representative will be in touch within 10 business days to address your concerns.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/20/2025

  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 Verde Esterra Park, managed by Greystar. When I renewed my lease, the leasing office clearly promised me two weeks of free rent as part of the renewal incentive. However, as of today, the credit has not been applied to my account.
  
  I have already contacted the office multiple times: I sent at least five emails and visited the office three times in person. Despite these repeated attempts, the issue remains unresolved and I have not received the promised rent concession.
  
  I am filing this complaint because I would like the business to honor the agreement made at the time of my lease renewal and provide the two weeks of free rent as promised.

  Business Response

  Date: 08/21/2025

  Hi ****,
  Thank you for reaching out and sharing your experience with us. We’re sorry to hear about the difficulty you've had receiving the rent concession you were promised at lease renewal at Verde Esterra Park.
  We’ve contacted the onsite team and their leadership to investigate this matter further. A Greystar representative will follow up with you within 10 business days to help resolve your concern.
  We appreciate your patience and the opportunity to make this right.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Greystar, which manages Ariva/Vive Collection Apartments at 8725 Ariva Ct, San Diego, CA 92123.
  
  I moved out of Unit 2-329 on July 26, 2025. My final move-out statement (dated July 28, 2025) confirmed I was owed $722.70 as a security deposit ******. I was told I would receive an email from Smart Disburse (******@smart-disburse.com
  ) within 5 business days to collect the funds.
  
  I never received this email. I emailed repeatedly on 7/30, 8/4, 8/8, 8/11, and 8/16, and left voicemails. On 8/16, Ariva finally responded but only redirected me to a leasing manager, with no resolution. The ****** is now past due and in violation of California Civil Code §1950.5, which requires deposits be returned within 21 days.
  
  I am requesting that Greystar immediately issue my $722.70 ****** without further delay.
  
  This is a repeated issue because there is another former resident at Ariva who did not receive a security deposit ****** on time. And this person received ****** finally after multiple requests.

  Business Response

  Date: 08/20/2025

  Hello ******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the delay you’ve experienced in receiving your $722.70 security deposit ****** from your move-out at Ariva Apartments in San Diego.
  We’ve contacted the team at Ariva and their leadership so they can investigate this matter further. A Greystar representative will follow up with you directly within 10 business days.
  We appreciate your patience while the property team works to resolve this issue.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/19/2025

  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 moved out of my apartment on 6/27/25 at the end of my lease, leaving the apartment in pristine condition. I have pictures from move out day. I was told a month later that not only was I not getting my $300 security deposit back but they were also charging me an additional $200 (net total $500) for cleaning, carpet cleaning, touch ups, utility rebills, etc.

  Customer Answer

  Date: 08/20/2025

  The Greystar Property is the Lofts at Ten Mile - 2940 W Cobalt Drive Meridian, ID 83642

  Attached are photos from moveout as well as the summary of charges. As a side note, in looking at reviews on ****** this does not seem to be an isolated incident, it's something reported by a number of current and former tenants.

  Business Response

  Date: 08/20/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the frustration surrounding the charges you received after moving out of The Lofts at Ten Mile. We understand how unexpected fees can be upsetting, especially when you took care to leave the apartment in good condition.
  We’ve contacted the onsite team at The Lofts at Ten Mile as well as their leadership team so they can fully investigate the matter and follow up with you. A Greystar representative will reach out to you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/19/2025

  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'm a former renter at the Residences of Springfield Station in Springfield VA. I've emailed corporate and the community prior to moving out regarding the infestation of mice in my unit. I woke up on more than one occasion to mice droppings on my headboard. Neither entity demonstrated any urgency or care for my family's wellbeing. I stayed out of my unit for an extended period of time due to this issue. When I finally did hear back from someone they offered to move me into another unit, which I did not feel comfortable with after being made aware by more than one pest control operator that the mice were present in other buildings.
  
  When I was finally able to move out, I provided notice and requested a check out list on multiple occasions but was never provided with one. Instead, I received a call a few days later from one of the leasing agents asking about the type of appliances in my apartment because as the leasing agent stated "there's someone interested in renting the unit".
  
  The lack of regard and care for rent paying tenants is absurd, I was made to feel like nothing more than a check.
  
  After moving out I contacted the property for the final fees and was given the run around for over a month and a half. When I finally received the bill I see that I was charged for something that I had serviced in the unit along with what the community has labeled as "Damages" for painting.
  
  Never in my many years of renting have I ever been so disgusted, disrespected, nor have I ever been made to pay for normal wear and tear.
  
  I lived in the unit for almost 4 years yet instead of being able to move in peace I'm expected to pay erroneous fees.
  
  I'm still waiting to hear back regarding having the charges corrected. I will never recommend anyone to reside at that community.

  Business Response

  Date: 08/20/2025

  Hello ******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the challenges you faced during your residency at The Residences at Springfield Station in Springfield, VA. We understand your frustration regarding the pest control issues, lack of communication around your move-out process, and the billing charges you’ve disputed.
  We’ve contacted the property team and their leadership so they can investigate your concerns and review your account. A Greystar representative will reach out to you directly within 10 business days.
  We appreciate you bringing this matter to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/19/2025

  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 resident at 221 Bergen St. Despite multiple reports regarding the fire alarm system being excessively loud, management has failed to take corrective action. The alarm is at a dangerously high volume, causing ringing in the ears and severe stress. Management previously promised to have the volume adjusted, but no changes have been made.
  
  Additionally, I submitted a noise complaint regarding Unit upstairs. Not only was this issue ignored, but management never even responded to my emails. This demonstrates a complete disregard for tenant concerns and wellbeing.
  
  Impact on Consumer:
  
  Ongoing health issues including ear ringing and sleep disruption from the fire alarm.
  
  Disturbance of peace and quiet due to unresolved neighbor noise.
  
  Emotional stress and diminished quality of life from management’s lack of accountability.
  
  Desired Outcome:
  
  Immediate adjustment of fire alarm volume to a safe, manageable level.
  
  Prompt action and follow-up on noise complaints, with clear communication back to tenants.
  
  A commitment from management to address resident concerns in a timely and professional manner.

  Business Response

  Date: 08/19/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're very sorry to hear about the distress caused by the fire alarm volume at 221 Bergen, as well as the unresolved noise complaints and lack of follow-up communication from the onsite team. We understand how disruptive and frustrating this has been for you.
  We’ve reached out to the property team at 221 Bergen and their leadership team so they can review your concerns and follow up with you directly. A Greystar representative will be in touch within 10 business days to continue the conversation and address the issues you’ve raised.
  Sincerely,
  The Greystar Team