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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  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:07/08/2025

  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.

  February 2024 I began spotting German cockroaches at my apartment at LandmarkOn Lovers managed by Greystar. The manager and assistant manager Heather and Ana respectively told me that the issue was being handled by pest control. There has been an infestation for over a year. They have gone unresponsive in my attempts to resolve the matter or be released from the lease as. The infestation has not subsided although the pest control employees said they now the source of the infestation and admit that at this point there is no way to control it.

  Business Response

  Date: 07/09/2025

  Hi *******,
  Thank you for bringing this to our attention. We’re sorry to hear about your experience with the pest concerns at Landmark on Lovers and the communication challenges you’ve described.
  We’ve contacted the team at the property along with their leadership so they can review the situation and reach out to you directly. A Greystar representative will follow up with you within 10 business days.
  We appreciate your patience as we work through this.
  – The Greystar Team

• Initial Complaint

  Date:07/08/2025

  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 applied for a property to rent, the rental property failed to process my application in a timely manner and because i called to get information and complain the property decided to cancel my application and failed to address the fees we had already paid into the property. management was rude and incompetent. management failed to provide a reason for the so-called denial even though they told us they are manually canceling it because my information did not match which was a complete lie. they were not happy that i called them out on the time they were taking to process this rental application. i even have on emails them trying to explain why they took so long. i requested a refund immediately and they issued a partial refund after i had already filed a dispute with my bank. the company has now sent me a invoice titled "move out cost" and i had never moved in, in the first place! ridiculous. we need a full refund of what we paid into this amount owed to me is 35$ x 3 we paid 3 application fee one was accidental and was supposed to be refunded per an email agreement and i even have confirmation of this. plus, also due to me is the holding deposit im unsure of the exact amount i want to say it was 350 but i can double check

  Business Response

  Date: 07/09/2025

  Hi ********,
  Thank you for sharing your concerns with us. We're sorry to hear about your experience with the application process at our Long Beach property and the frustration around the fees and communication during that time.
  We’ve contacted the on-site team and their leadership at the property so they can review what happened and follow up with you directly. A Greystar representative will reach out within 10 business days to discuss this further.
  Thank you again for bringing this to our attention.
  – The Greystar Team

• Initial Complaint

  Date:07/07/2025

  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 left my apartment owned by Greystar on 11/30/2024. Upon move out, I signed a document with the management office stating I would be vacating my apartment on 11/30/2024. On 12/26/24 I received an alert from **** that they received a letter from Greystar that will be sorted and delivered to my new address. On 12/28/2024 I received a bill for utilities and rent charges past my agreed move out date. I called Greystar and sent them: dated hotel charges, photo evidence of my move out, the signed notice of vacancy stating a move out of 11/30, emails with their office stating we must be out on 11/30 as they had leased our apartment out, and phone records to their office attempting to get ahold of someone on 12/1 to ensure they had everything they needed from us to ensure a easy process. Our Greystar associate emailed us that he agreed with us and we had given a mountain of evidence to support ourselves and he would work on amending our bill. We followed up again mid January and there was silence from all parties.
  On 6/30/25, a new associate for Greystar by the name of Hannah Love alerted me that she is taking over my account and that we owed $20 dollars after they adjusted our bill, however multiple utilities charges still show the incorrect move out date on this updated bill she sent 7 months after move out. When we asked for more information, she said this new bill was a “validated bill”. We then received a “final notice” of default 7 days later. This is a deceptive and fraudulent practice, Hannah is clearly not equipped to handle and if not sent to the correct department for remedy we will be seeking legal remedy for deceptive collection behavior and fraudulent billing.

  Customer Answer

  Date: 07/09/2025

  Hello! The Greystar property is Broadstone Arden located in Santa Ana

  Business Response

  Date: 07/10/2025

  Hi ******,
  Thank you for sharing your concerns with us. We’re sorry to hear about the confusion regarding your move-out charges after leaving Broadstone Arden on November 30, 2024. We understand how frustrating it must be to receive a bill with incorrect dates after you’ve already submitted documentation and tried to follow up.
  We’ve contacted the onsite team at Broadstone Arden and their leadership so they can review your concerns, including the move-out timeline and any billing discrepancies. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  The Greystar Team

• Initial Complaint

  Date:07/04/2025

  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.

  1) black mold
  2) air conditioner leaking. Told me Tuesday 7/1/25 someone would come in and fix it for the 3rd time. No one did and last night 7/3/25 the ceiling panel broke and fell. My son also slipped on the dripping water and hit the back of his head.
  3) They ruined our bathroom while “fixing” the black mold but all they did was ruin our bathroom and paint over some of the black mold. I filed a maintenance complaint multiple times and I had to go to the office for them to do something
  4) When we first moved in here in 2023 we had any problems for them to not come fix it and for us to spend money.
  5) Made us pay for parking even though we weren’t allowed to use it do to them “fixing” it.

  Business Response

  Date: 07/08/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the issues you’ve experienced at Sage at Green Valley, including the repeated maintenance concerns related to black mold, leaks from the air conditioning, damage to your bathroom, and the parking situation. We understand how frustrating and disruptive this has been for you and your family.
  We’ve contacted the team at Sage at Green Valley along with their leadership so they can review the situation in detail. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/03/2025

  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’m writing to formally address a concern regarding my lease non-renewal notice and subsequent discussions with Brittany about the possibility of staying in my apartment under new terms.
  
  After submitting my initial notice not to renew, I spoke with Brittany by phone. During that conversation, she informed me that your team was open to negotiating a lease renewal. I specifically asked if I chose not to accept the renewal offer and later decided to reinstate my original notice, whether the original submission date would still be honored. She confirmed that it would.
  
  This agreement was also clearly stated in writing in an email from Brittany dated June 6, which reads:
  
  “If you decide to reinstate your notice at any point, you are welcome to do so, and I will honor the original submission date.”
  
  Based on this assurance, I felt comfortable taking time to consider my options. Ultimately, I decided to proceed with my original intent to move out and resubmitted my notice on June 19. At that point, I was told there was a deadline for reinstating my notice, which had now passed, and I may be charged an additional month’s rent due to a “late” submission.
  
  This deadline was never mentioned in the June 6 email or during any prior communication. In fact, the wording in that email explicitly states that I could reinstate the notice at any point and that the original date would be honored. Since that commitment was made in writing, I respectfully request that it be upheld and that no additional charges be applied.
  
  I have also had difficulty reaching Brittany to discuss this further. If this issue cannot be resolved fairly based on the clear written communication, I will be forced to escalate the matter through the appropriate channels.

  Business Response

  Date: 07/08/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the confusion surrounding your lease notice and follow-up conversations with the team at Broadstone Optimist Park. We understand how frustrating it can be when expectations set in writing seem to change, especially when you're making decisions based on that information.
  We’ve connected with the local team and their leadership so they can fully review your case and the prior communication. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/03/2025

  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 lived at the apartment complex, avana dunwoody from September 2023 to October 7, 2024. I paid a prorated rent for the month of October. Gave them my keys and signed the apartment back over then after a month I geta bill for the month of November when I wasn’t even living there, and I had already signed my apartment back over the lease stated that lease was ending October 7, 2024 and that is when I got all my stuff out and turned my keys over the problem was I sent a 30 day notice instead of a 60 day notice but I talked to an on-site manager, who took this as notice and put in the computer that I would be leaving October 7 as the lease stated. Now greystar has Bill jetty accompany that paid my security deposit and I paid money back towards that security deposit until my lease ended. They build jetty for a month that I wasn’t even living there and when I called him about it, they told me that that was a mistake on their end and they dropped this month bill but really they didn’t. They just charged jetty and now I’m in-debt to jetty. The lease I signed made me responsible for the apartment from September 20 23 to October 2024. That is exactly what I did. everyone I have spoken on the phone with has acknowledged that I left at that day paid my prorated rent, and I should only be chargedmy late notice fee, which I totally understand but to then turn around and say that they dropped the November bill went really they just charged me so be in debt with the other company that helped me instead of fixing the wrong. I need this dropped from my credit. This is corrupt.

  Business Response

  Date: 07/08/2025

  Hi *****,
  Thank you for reaching out and sharing these concerns. We’re sorry to hear about the confusion surrounding your final billing at Avana Dunwoody and the involvement of Jetty. We understand your frustration and the importance of ensuring your lease obligations and payment records reflect your actual move-out date.
  We’ve shared your concerns with the on-site team and their leadership so they can investigate the situation further. A Greystar representative will contact you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/02/2025

  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.

  601 PAX is an apartment company in Phoenix, AZ. Upon applying for a rental they guarantee a refund of the deposit if not approved. I applied in February and denied. They sent a refund link which I completed however I was never given a refund. I’ve called and emailed for months, was told it would be processed multiple times and as of July 2, I have not received anything.

  Business Response

  Date: 07/02/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay in receiving your application deposit refund following your denial at 601 PAX. We understand how frustrating it must be to follow up for months without resolution.
  We’ve contacted the onsite team at 601 PAX along with their leadership team so they can investigate and follow up with you directly. A Greystar representative will be in touch with you 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:07/02/2025

  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 was originally billed for $467.23 upon moving out of my apartment. When I noticed a discrepancy with the utilities (they were 3x the normal amount I had paid as a tenant) I inquired to Greystar. They then turned around and billed me 2 months later adding charges that were not on the original bill (one month after moving out) stating they had to repaint and replace carpet. As you can see I was charged for carpet cleaning on the original bill, which was not in any worse condition than it was upon move in. I also sent them an email with time stamped photos of the existing paint issues when I moved in as they were trying to charge me for. I called and left several messages and emailed several times to no response. They are 100% conducting shady practices and then turned me over to collections after never responding to any emails or phone calls for months. I am willing to pay, but the original bill with the utilities being adjusted correctly and not having a collection item on my credit report. They do need to be reprimanded for these practices though. They are preying on innocent people thinking that we will just pay so we don’t ruin our credit.

  Business Response

  Date: 07/03/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the experience you had with your final billing at Avana on the Platte, particularly regarding the utility charges, carpet and paint-related fees, and the challenges you faced in getting a response.
  We’ve contacted the team at Avana on the Platte as well as their leadership team so they can investigate further and ensure a Greystar representative follows up with you directly. You should hear from someone within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/01/2025

  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.

  Date of Incident:6/27-6/30/25
  Nature of Complaint:
  I am filing a formal complaint regarding the unacceptable and unprofessional experience I had with Parcside Townhomes and its management team. I was scheduled to move into Unit *** at this complex on 6/27/25. However, upon arrival, I found the unit to be in completely unlivable condition.
  The apartment had an overwhelming, persistent odor that made it impossible to remain inside for more than a few minutes. The floors were dirty, the unit was clearly not properly cleaned or prepared for occupancy, and the overall condition raised serious health and safety concerns — far beyond cosmetic issues. When I brought these concerns to the property manager, I was met with extreme unprofessionalism. The manager refused to walk the unit with me, citing “liability issues,” and showed no urgency or willingness to resolve the situation. Despite never taking possession of the unit, I was denied a refund and have been told I am financially responsible for a 14-month lease for an apartment I never moved into due to these health and safety concerns.The only positive experience I had was with the leasing agent, Eriele, and the assistant manager, both of whom were professional, kind, and genuinely concerned. Even Eriele expressed disappointment when I showed her photos of the unit. Eriele was told not to walk the unit by her manager due to “liability issues”.
  Resolution Sought:
  I am requesting a full refund of all monies paid toward the lease and written confirmation that I will not be held financially responsible for a unit I did not, and could not, safely occupy. Additionally, I am asking that the property management company address the unprofessional conduct of their onsite management and ensure future residents are not subjected to similar treatment.
  I believe prospective tenants deserve to know how this situation was handled, and I am prepared to pursue further legal action if necessary.
  
  I also have videos if needed

  Business Response

  Date: 07/03/2025

  Hi *********,
  Thank you for sharing your experience with us. We're very sorry to hear about the condition of the unit and the way your concerns were handled at Parcside Townhomes. That’s not the experience we want for our prospective residents.
  We’ve reached out to the team at Parcside Townhomes and their leadership so they can investigate what occurred and follow up with you directly. A Greystar representative should be in touch with you within 10 business days.
  We appreciate you taking the time to bring this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:07/01/2025

  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.

  Nov 2024, I transferred units at Greystar Property (The Henri at Pike and Rose), from *** to **** (with a balcony). On 11/20/24, i submitted a service request that my patio door flew open in the middle of the night, and broke. I could not secure the door, therefore I had dumbell weights holding it closed. I followed up on 25 Nov, 7 Dec (twice), 20 Dec, 6 Jan, 16 Jan, 23 Jan for updates. I have been consistently told parts were on backorder. Maintenance finally came and sealed my door frame with silver tape to keep the draft out. I sent a message to Greystar Corporate via their website, where I then received a follow-up a week later from property Management. I was informed it would be a few weeks for parts. It's not July 2025, and still no updates from my property management. I paid a $2000 transfer fee to my unit, I pay my rent in full on-time every month, yet i'm not able to enjoy the apartment + balcony that i'm paying for. I have asked for compensation for this issue, and have not received anything or response. At this point, I don't believe the property will fix this issue before the end of my lease in Oct 2025. Compensation i'm seeking, should be a reduction in my rent to the cost of a 1bedroom + den (no balcony) for the amount of time i have not been able to open my balcony door and go out.

  Business Response

  Date: 07/02/2025

  Hi *****,
  Thank you for taking the time to share your concerns with us.
  We're sorry to hear about the ongoing issues you’ve experienced with your balcony door at The Henri at Pike and Rose, and we apologize for the delay in resolving this maintenance matter. We’ve contacted the local property team and their leadership so they can investigate further and have a Greystar representative follow up with you directly within 10 business days.
  We appreciate your continued patience, and thank you again for bringing this to our attention.
  – The Greystar Team