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

• 

  Miscela

  485 Foley St Somerville, MA 02145-1266

• 

  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:05/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  As a resident of Avana Uptown, I have been through a series of traumatic experiences since moving here. In January of 2024 my car along with 7 others were broken into. Police provided reports, however Avana Uptown notified myself and others that the cameras in the gated parking garage did not work. After this incident valuables & familial keepsakes were stolen from my car. This is unacceptable! The rent is too expensive to not cater to the safety of its tenants. So, upset with the new expenses of repairing my broken windows I spoke with the leasing manager. When speaking with the manager at the time she stated if an incident occurred again then and only then will the company make an exception to end my lease agreement free of charge. Now May 11th 2024 my car was stolen from the same parking garage my window was broken into! I feel targeted! I immediately contacted the leasing office to explore options of terminating my lease and being compensated for a total loss! Unfortunately the leasing manager did not provide any type of solution. I feel if my lease was able to be terminated after my car being broken into I would still have my car! I would like Avana Uptown & Graystar Management to do what is right & terminate my lease free of charge & issue me a refund for 2 months rent as this entire situation could have been prevented after the initial lack of security & blatant invasion of privacy/ targeted hit.

  Business Response

  Date: 05/24/2024

  Hi *****,

  Thank you for bringing these serious issues to our attention. We deeply apologize for the traumatic experiences you have endured due to the security failures at Avana Uptown. We have contacted the property management team to investigate this matter urgently. We will follow up with you once we have more information.

  Warm regards,

  The Greystar Team

  Customer Answer

  Date: 05/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Here is a refined version of your text:
  
  The reason why no footage of the incident was found is firstly, it occurred on May 9th, and secondly, I deliberately parked on the 2nd front floor in view of a camera for situations like this. You should also have access to the police report I uploaded. The security video was intended to be sent to the detective handling the case. If you require his information for verification purposes, I am more than willing to provide it to anyone in need.
  
  
  
  ***** ********

  Business Response

  Date: 06/05/2024

  Hi Mr. ********,

  We have asked the property to review footage for the full day of May 9th. We can follow up with you regarding the results.

  Please keep in mind that the property has previously stated that they are not able to terminate your lease without penalty.

  Additionally, they are not providing a two-month rent waiver or a refund for the rent paid during the period when the car theft occurred.

  The property may choose to stand behind this decision. 
  
  We understand this might not be the resolution you were hoping for. We are committed to enhancing our security measures to better serve all our residents and ensure a safe living environment.

  Best,

  The Greystar Team

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 writing to bring to your attention a series of unresolved issues I have encountered at Stonemeadow Farms Apartments. My attempts to address these matters with the on-site management team, including the leasing office manager, have been met with inadequate and condescending responses, and I am now seeking intervention from upper management to resolve these problems promptly. A property manager needs to be solution oriented and handle resident concerns in a timely manner, Jessica Kim has been rude, condescending, and is combative.
  The issues began at the initial lease signing, where there were multiple miscommunications between the staff and the leasing office manager causing confusion, redundancies and frustration. I rented the apartment site-unseen as I relocated from Arizona and because of this I believe I was taken advantage of.
  
  Upon moving in it was apparent the condition of the unit was not clean, had a severe moth infestation and multiple issues were discovered. Dead moth remains covered every interior wall and ceiling. The dryer did not work. Cabinets were falling off hinges. The kitchen sink faucet malfunctions. The sliding closet doors tracks were broken causing safety concerns. Miss-matching paint on walls and ceilings. Paint began peeling from doors and sinks. Multiple slates on the blinds were broken and one window’s blinds are slightly too long causing issues with opening and closing. Additionally, there currently are numerous maintenance concerns that have not been addressed. The same service requests were made in February, March, and May all of which have gone without remedy nor solution.
  
  Conversations and communications with Jessica K** are repetitive, leave basic requests unresolved, completely wasting time and energy.

  Business Response

  Date: 05/24/2024

  Hi *********,
  
  Thank you for bringing these maintenance and management issues to our attention. We apologize for the experience you have had at Stonemeadow Farms Apartments. We have contacted the property to investigate the unresolved maintenance concerns and your interactions with the on-site management. We will follow up with you once we have more information.
  
  The Greystar Team

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 leased an apartment from Overture Plano (owned by Greystar Property Management) in August 2023. The day I moved in (August 5, 2023), the air conditioning was nonfunctional. In addition, the apartment had many more maintenance issues including a broken disposal that resulted in a clogged kitchen sink drain, a blocked dryer vent, ant infestation, broken shelving in the pantry, a toilet that did not flush correctly, burned out lightbulbs and a broken mini-blind valance. Because maintenance took 3-4 weeks to address the issues, some of these problems were eventually paid for and corrected by me. In the ten months I have lived there, the a/c has broken down approximately eight times. On Sunday, May 19, 2024, the a/c stopped cooling. Management/maintenance were advised of this in person on Monday, May 20, 2024. The maintenance man said he believed it was a "deeper issue" (that (apparently) he did not know how to address) and he would have to "call someone" who would be out that evening. No one has ever shown up to fix the unit. Currently I have been without a/c for three days. Yesterday, the most recent maintenance service request was closed as completed, despite the fact that the a/c is not working and has never been fixed. I have been living in an 80 degree apartment for days and have no desire to live here any longer since management and maintenance are either unwilling or unable to resolve this issue.

  Business Response

  Date: 05/24/2024

  Hi ********,
  
  Thank you for bringing this complaint to our attention. We apologize for the experience you've had with the maintenance issues in your apartment. We have contacted the property to investigate the situation. Once we have an update, we will follow up with you.
  
  The Greystar Team

• Initial Complaint

  Date:05/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 I rented an apartment as is from a ******** ad. I took over the contract from tenant that was currently renting the apartment when I took over the apartment. There was no inspection performed at the apartment and I rented it as is later when I left the apartment they tried to charge me with damage fees, even though the damages were present originally from previous tenant prior to me moving in.

  Business Response

  Date: 05/22/2024

  Dear *******,

  Thank you for bringing this to our attention. We appreciate the attached memo; however, it appears the lease document you mentioned is not attached. Could you please resend the lease? Additionally, could you let us know when you moved out of the unit?

  Thank you for your cooperation.

  Best regards,

  The Greystar Team

  Customer Answer

  Date: 05/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have sent a copy of lease agreement. Please let me know when this matter will be resolved. Thank you 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 05/24/2024

  Hi *******,
  

  We see that you and your wife did lease Apt. 223, and upon moving out, you incurred charges for pro-rated carpet damage, cleaning, unpaid rent, and water utility billing.
  
  Attached is the entire move-out package that was sent to AR. We have also specifically included the lease contract amendment, which you signed, stating that you received the apartment "as is" and that the previous tenant transferred their security deposit to you.
  
  If you have any further questions, please let us know.
  
  The Greystar Team

• Initial Complaint

  Date:05/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 residing in The Landing at Tiffany Springs for 3 years we moved out in December 2023. We paid rent on time for the last 3 years. I have photos of the apartment on move out day documenting the cleanliness and normal wear and tear from residing for 3 years. Small scuff marks on walls and nail holes for pictures were patched by me but not painted. The carpet was vacuumed and free of stains. The move out charges totaled $1365. Detailed charges: painting-$560; full cleaning-$175; 39 holes-$195; light bulb-$10; damages under sink-$150; carpet cleaning-$275. They have kept our deposit ($200) and are requesting payment for the additional funds. With the exception of the light bulb and sink damage, these other charges fall under normal wear and tear of the property and should not be the responsibility of the tenant. These charges were not specified in the lease agreement. The company was not willing to remove any of the costs since the work was already completed. Essentially they are asking us to pay for the normal maintenance between tenants instead of assuming that cost as a business. They had a new tenant in the apartment within a week of our move out date. Additional move out photos available and email attempts for reconcile charges.

  Business Response

  Date: 05/22/2024

  Dear Ms. ******,
  
  Thank you for bringing this issue to our attention. We apologize for the inconvenience you have experienced regarding the move-out charges. We have contacted the property to investigate the charges and will follow up with you once we have more information.
  
  Thank you for your patience.
  
  Best regards,
  
  The Greystar Team

  Customer Answer

  Date: 05/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because no resolution has been reached and the case should remain open. The business response simply stated they will look into the matter further. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 05/23/2024

  Hi *******, 

  The property maintains the charges are valid.

  A full paint was needed due to the excessive holes and scuffs, regardless of the time lived in the apartment.

   Please reference the vendor comment on the invoice (3 bedroom clean Very Bad).

  The property does not charge for standard carpet cleaning, but anything above and beyond that is the resident's responsibility.

  All vendor invoices for the work performed have been included as backup. The repair under the sink was actually $215 instead of the normal $150 due to the extent of the damage, but you weren't charged that additional $65.

  Best,

  The Greystar Team
  
  

• Initial Complaint

  Date:05/21/2024

  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.

  I’ve lived at greystar’s overture centennial for over 4 years. One of the first tenants. The new manager got mad at me and rescinded her offer to renew lease and gave me notice of non renewal of lease and 69 days to vacate my home. I’ve always paid my rent timely and been a good community tenant. I’ve written the manager, the regional manager, the COO and the CEO. The lady never responded. The COO referred my request for the cancellation of the non renewal notice to a raleigh manager. I can send you my emails, but I don’t know how to download them. I can forward them!
  
  All I want to do is stay in my home for another year or two.

  Business Response

  Date: 05/21/2024

  Dear Ms. **********,
  
  We are truly sorry to hear about your recent experience at Overture Centennial. We understand how concerning this situation must be for you, especially given your long-term residency and timely rent payments. We have contacted the property management team to investigate the matter thoroughly.
  
  In the meantime, please feel free to forward any relevant emails that you are having trouble attaching to *************@greystar.com.
  
  Thank you for bringing this to our attention. We will follow up with you as soon as we have more information.
  
  Best regards,  
  The Greystar Team

  Customer Answer

  Date: 05/22/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me so far. I will forward email responses to the email provided:

  *************@greystar.com

  
  
  
  
  Sincerely,
  
  
  
  ********* **********

• Initial Complaint

  Date:05/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 had a mark hit my credit from a hunter Warfield collections for “Addison” for $100.00. It’s a collection and just messed my credit up.
  I went to them to dispute because I have no idea what this is and they directed me to you guys
  
  Apparently it was an NSF fee for someone that applied to live at these apartments. I am **** **** and I didn’t apply. They sent me the documents that show someone applied on 2/1/22. I live in NH and was not attempting to move to Massachusetts. A bunch of stuff on that application are not even correct. I don’t know who tried to get an apartment in my name but it wasn’t me
  
  I need this corrected. I know it’s only $100 but I don’t understand how in the world it hit my credit. I never had any attempt from my bank or anything so $100 nsf fee is wild for someone who didn't apply. I am a disabled veteran and just fixed my credit so shouldn't have to deal with this
  
  Please remove this fee and tell this hunter warfield to delete. I really don't want to or have the time to further dispute with the consumer protection and what not so please help me out here

  Business Response

  Date: 05/21/2024

  Hi ****,

  If you are referring to The Addison  - East Boston, Greystar does not manage this property. You may want to reach out to Elevated Residential.

  Best,

  The Greystar Team

  Customer Answer

  Date: 05/28/2024

  
  
  Complaint: ********
  
  
  Thanks for looking into it. Thanks for the advice. I have already disputed that item on my credit and asked my three bureaus to investigate. I have also locked my Lexus nexus and credit reports. I have proof of all these actions. For $100 this shouldn’t be a big deal but if I’m not helped here I will certainly file a CFB and state attorney general dispute. I also think for folks $100 for an NSF fee is insane and in the end it wasn’t me so I’m not paying. Hopefully you guys just make this process easy and we can close this case

   

  keep me updated. Also the property ignored me three times so hopefully they don’t to you
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 05/28/2024

  Hi ****!

  
  We will keep you posted. We did have a long weekend over the Memorial day holiday, so apologies for any delays this may cause.

  Best,

  The Greystar Team

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Natures of the dispute is that Greystar, through their negligence and negligence of those serving as their agents for the property, Avant at Steele Creek, knowingly has allowed the abuse and damage of community property, private property (vehicles), threats of violence, and harassment by new and older residents and their guests to occur without action on their end to other residents including myself and my fiancé. They have broken their end of the lease agreement and created an unsafe living environment for their residents, including myself.. No actions have been taken by them to remove or fine residents and their guests as stated in their contract that they would.Hit and runs by drunk individuals for whom the police were contacted multiple times, vehicle break-ins (weekends of May 3rd through May 18th), vehicle damage (egging and hitting of vehicle parts) destruction and damage of the grounds (damage to pool signs and pool premises leaving it inoperable for nearly a year - premises are supposed to be 3/4 to year round as advertised, fencing on the perimeter of the grounds), altercations involving the illegal discharge of firearms at residences from new residents and during a vehicle being stolen.No fines or eviction movement shave been levied and management does not check the exterior of residences and the common areas as they used to. Up until January of 2024, immediately following the signing of my renewal, checks were done and order was kept. Management personnel were changed without notification to renters and now chaos has begun to erupt.I have filed three (3) complaints with Greystar corporate and received no response or follow up. I fear for my and my family's safety.They have also allowed for general inattentiveness in maintaining apartment fixtures, which are part of their contract and have closed tickets since my notification of leaving the apartment following their breaking of the lease agreement. This is retaliatory in nature form their end.

  Business Response

  Date: 05/21/2024

  Dear ****,
  
  We apologize for the difficulties you and your fiancé have been experiencing at Avant at Steele Creek. We have contacted the property management to investigate the situation thoroughly.
  
  Thank you for suggesting a resolution. We will follow up with you once we have more information.
  
  Best regards,  

  The Greystar Team

  Business Response

  Date: 05/28/2024

  Hi ****,

  Thanks for your additional comments. 

  Warm regards,

  The Greystar Team

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 is a rental management company, and they currently manage the Union Heights apartment complex (1600 + 1676 Maryland Ave NE) where I live. I have lived here since Greystar has taken ownership of the property and since then, there have been several instances where Greystar has failed to meet the standard of safety and maintenance that they should as a management company. For example, the parking garage door was open for days without being manned by security, allowing for potential car break ins and theft. They do not secure all the entrances to the building, and as a result, unhoused people live in a vacant room in the apartment complex, and two of them roam the halls and pose a threat to tenants. For context, several people (tenants included) have died in and around the Union Heights area, so safety should be a primary focus of the office. Two women on separate occasions were verbally, physically, and sexually (in the latter incident) assaulted due to loiterers breaking into the gym. Greystar is failing in its responsibility to secure the building and protect its tenants.

  Business Response

  Date: 05/21/2024

  Dear *******,
  
  We are deeply sorry to hear about the safety and security issues you have experienced at Union Heights. We take these concerns very seriously and have contacted the property management team to investigate the situation thoroughly.
  
  Thank you for bringing this to our attention. We will follow up with you once we have more information.
  
  Best regards,  
  The Greystar Team

  Customer Answer

  Date: 05/24/2024

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

  - There is no specific as to when the notice will be sent and what specifically will be sent in this notice.

  - There is no confirmation on whether the security team will be 24/7, or at least working with increased patrol hours than what is currently being done.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 05/28/2024

  Hi *******,

  We will provide an update for you once we have one.

  Thanks!

  The Greystar Team

• Initial Complaint

  Date:05/18/2024

  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.

  Applied to Lakseside Urban Center managed by Greystar, denied via email from a third-party company due to “fraud”. No phone call and no explanation. Reached out to property to discuss. Manager Tameka E***** was not interested in taking calls and sends out a quick email showing a partial refund to be sent via check due to a "fraudulent application". Several calls later, and she eventually accepts the call and rambles about a temp employee in the office who failed to call rejected applicants. A heated argument ensues, and she passes the responsibility to corporate. I make contact with regional manager Nicole Williams, and she explains that the application was denied due to a frozen credit file, apologizes for any references to a fraudulent application, and agrees to look into a refund for ALL fees paid. Never heard back. Never received a refund. This appears to be one of the more clever money grabs out there. Classify applicants with a security freeze on their credit file as fraudulent, justifying the forfeit of the application fee. Their BBB rating tells the story.

  Business Response

  Date: 05/20/2024

  Dear Mr. *********,

  Thank you for bringing this issue to our attention. We sincerely apologize for the frustration and inconvenience this situation has caused you

  
  We have contacted the property to investigate the matter thoroughly and will follow up with you as soon as we have more information. Your feedback is important to us, and we are committed to resolving this issue promptly.

  Thank you for your patience.

  Best regards,

  The Greystar Team

  Business Response

  Date: 05/24/2024

  Hi *****,
  
  We received an update that the check is being processed. We are committed to keeping you informed, but we must maintain a respectful dialogue. If this is not possible, we will request the BBB to close the complaint.
  
  The Greystar Team

  Customer Answer

  Date: 05/29/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.