Business Profile

Property Management

Greystar

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Complaints

This profile includes complaints for Greystar's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,352 total complaints in the last 3 years.
810 complaints closed in the last 12 months.

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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:04/16/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was denied approval, for residency at Flatz 602. Manager Irma Guzman reached out right away. Asked if I wanted to dispute I replied no since it was already under dispute w/ the property that was willing to ask what was going on. She proceeds to tell me

No problem!

You will receive an email from ********@smart-disburse.com (check your spam folder) and you can select for the refund to be directly deposited into your card, if you do not make a selection within 5 days from receiving the email, it will automatically be mailed out to the address on your application.
I respond 3more times but all communication has been severed at the point on her end. That was 2weeks ago, when I’ve spoken w/ David who assured me he would have her reach out and makes sure she gets my message, no response, I’ve emailed multiple times no response. Now even I call I get an answering service during business hours but when applying they would answer all calls and emails same day.
These ridiculous “Administration Fees” take 30 seconds to to receive and 30days to get back. They don’t even do the work 3rd party does, I would just appreciate someone telling me when I could get my $200 back. My credit has now been fully revised and the False Reporting removed! But the way I’m being treated is unwarranted, first time I’ve ever heard money can be deposited back to card, and maybe I misunderstood but I thought it would be an easier process! The lack of communication is beyond unfair now that I can be approved this isn’t a place I would want to live since no one ever seems to be “in office working”, I’m very pleased with the company I choose to move forward w/ since they seem to Always be available or at least the courtesy of returning calls or emails promptly! Shows good business and I’m Appreciative to say the least for it. I’m just honestly looking to see if this will get them to respond since my plethora of previous attempts were blatantly ignored for some odd reason! I appreciate your time!
Business Response
Date: 04/17/2024
Dear *****,

Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with the communication and the refund process at Flatz 602. We understand how important this matter is to you.

We have reached out to the property management to inquire about the status of your refund. We will follow up with you as soon as we have more information. Your patience in this matter is greatly appreciated.

Best regards,

The Greystar Team
Customer Answer
Date: 04/17/2024

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. I’m just happy that someone heard me, it’s a horrible feeling being ignored. Don’t know what’s going on in reality Appreciate the time you guys took to read my message and to help me get this taken care of they say 14 to 22 days and we are on day 18 And nobody will return my calls Thank you for Greystar for your help. It means alot, I have enough going on. Have a great day and I’ll be waiting for the information I need!

Sincerely,

***** *****
Initial Complaint
Date:04/16/2024
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.
Hi I was a resident here. I notified them I would be leaving 60 days in advance. They kept trying to get me to renew my lease because it was up March 23rd. I said we will not be renewing we will be leaving. They said I needed to come in to the office to sign a letter of intent even though I told them we would be leaving. I have a new born so I’m exhausted and very busy. I went in two weeks later … February 7th.

I said I’m giving my thirty days even though it was 45 days + prior. Taylor, the office staff, said no worries just sign this and you’re good to go. I signed it thinking it was required as my official notice.

Fast forward we deep cleaned and left the place super clean. They did a walk through and said it would take four more hours to clean and that it was about $200 so that would be deducted from our deposit. I said that’s fine. They had me sign saying I understood that and I put my stress down so they could send me the remainder of the deposit for my check.

The following week after we moved out on march 23rd, we get an email saying they kept our deposit and are charging us $3800 on top of that for not giving a 60 day notice. Which we did give.

We were coaxed into signing that document and told one thing but then they did another. We would have never signed upon moving out if we knew they would con us for nothing.

We never broke our lease. We were moving out. We didn’t want to renew the lease and they were mad about it. Not only that but we left the place in amazing condition.

Please help us. We cannot afford for them to take $5k for no reason, especially with a new baby. It’s inhumane. It’s trickery. I wonder how many other people this is happening to.

I had a lawyer look over the contract and he said he has never even seen a 45 page residential lease. That it’s normally 8 pages. So you know they have had complaints before. Thanks!
Business Response
Date: 04/17/2024
Dear ********,

We are reaching out to clarify the resolution regarding your account. Our Community Manager confirmed that the charges were applied correctly, adhering to the required notice period. In recognition of your circumstances, we have waived the reletting fee as a gesture of goodwill. The remaining balance covers the rent for the 60 days notice, utilities, and any damages assessed.

We understand the importance of clear communication and are pleased to inform you that we've revised your final account statement accordingly. Both the original and the new ledgers have been attached for your reference. We hope this resolution is satisfactory, and please do not hesitate to reach out if you need further assistance.

Warm regards,

The Greystar Team
Initial Complaint
Date:04/15/2024
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.
Good morning!

The following the information below was sent to corporate, concerning my unit! I've sent numerous amounts of service requests, in regards to the mold and mildew smell in my unit. I also did not have any hot water for three weeks in November/December 2023. I was told to not enter my unit in November 2023, because they was a leak and I would not have any hot water. That if I wanted to take a shower, I could use the vacant unit below where a resident had passed away and the yellow tape was still visible.
Below is the Memorandum of records that was sent to corporate and to management:

Please see all attachments.
Business Response
Date: 04/15/2024
Dear Ms. ******,
We are truly sorry for the difficulties you have experienced while living at our property. Your situation regarding the mold, lack of hot water, and the handling of your early termination fee is concerning, and we have contacted the property management team to thoroughly investigate how your service requests and lease termination have been managed.
We will follow up with you as soon as we have more information. Thank you for your patience as we work to resolve these issues.
Best regards,
The Greystar Team
Customer Answer
Date: 04/22/2024

Complaint: ********

I am rejecting this response because: That’s not what was stated to me.

Thank you! We will proceed moving forward.

I appreciate your time.

Sincerely,

********* ******
Business Response
Date: 04/23/2024
Warm Regards,
The Greystar Team
Initial Complaint
Date:04/14/2024
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.
There was something jammed in the key hole to our apartment and the complex refused to come and unlock our apartment for who. While our dog was stuck inside.
Business Response
Date: 04/15/2024
Dear ******,

We sincerely apologize for the inconvenience and lack of assistance you experienced with the lockout at Hawthorne Grove Apartments. It's crucial that our residents receive timely support in such urgent situations.

Could you please let us know if you have since been able to access your apartment? We want to ensure that everything is now in order and discuss any further support you might need.

Thank you for your patience, and we look forward to your response.

Best regards,

The Greystar Team
Initial Complaint
Date:04/13/2024
Type:Product 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 the unacceptable treatment I received during my application process at Avana City North, which is a Grey Star apartment complex. I applied 3/16/24 and was denied on 3/19/2024. I paid $35 for the app fee & a REFUNDABLE $500 deposit upfront, which was sketchy to begin with.

I was misinformed about the credit requirements, which resulted in my application being denied a day later. I had submitted an application fee and a refundable deposit, with the assurance that I would receive my deposit back the following week. I was told my refund was processed by the property on 3/22/24 and i should receive an email within 1-3 business day (from 3/25-3/27). I never receive an email asking me how id like to receive my refund. I was then given a number to their refund team, which i called them and was informed that my refund was not processed. After this second inconvenience, I went up to the leasing office on 3/29/24 , spoke with the leasing manager who claimed she was new and that she had to review my situation and allowed me to leave without a solution or any real concern. Then, called me 10 minutes later and said i’ll receive my refund that same day

However, as time passed, I was continuously misled about the status of my deposit. I was given the runaround and directed to multiple phone numbers without any resolution. It has now been a month since I submitted my application, and I have not heard anything about my deposit. This lack of communication and disregard for my concerns has left me in a difficult financial situation, as I have been unable to secure another place to live due to the missing funds.

I am deeply disappointed by the incompetence displayed by Avana City North and its partners. As a result of their actions, I am considering legal action. I am requesting compensation of $500 per week that I have been waiting to receive my deposit back.

I would greatly appreciate your assistance in resolving this matter promptly.
Business Response
Date: 04/15/2024
Dear Ms. ********,
Thank you for bringing this issue to our attention. We apologize for the confusion and inconvenience you have experienced regarding the communication about your deposit refund. We have contacted the property management team at Avana City North to thoroughly investigate this situation. We will follow up with you as soon as we have more information.
Warm regards,
The Greystar Team
Initial Complaint
Date:04/11/2024
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.
Greystar is claiming to use "ip adrress tracking" and such to track records of leases being signed. Do you all use that technology to also determine when leases are sent or downloaded, because my mother and I DID NOT sign a lease that ends on June 2nd, and the only copies that we have state April 3rd, 2024 as the lease end date. Our lease ended on April 3rd, as we only signed a 13 month lease, and we have provided proof of that multiple times. This time, I've attached a screenshot from Greystar employee, Clarissa Garza, conforming that we were only signing a 13 month lease. You all amended or changed our lease without our permission or there is a technical error on Greystar's end. We knew nothing about a lease that ends on June 2nd, 2024 until you all sent a renewal offer and we saw it on our portal, which is why we then reached out to the Durrington rental office with a copy of our original lease. You all need to make this right. No one is paying you money that is NOT owed due to an error on YOUR part. If this complaint is closed out without any resolution, we will continue to fight this error anyway we can. Again, we did NOT amend or change our lease, we only have copies of a lease that ends on April 3rd, 2024. To date, you all have not provided any reason or proof for an "amendment" or change to be made to our lease, and that is because it never happened.
Business Response
Date: 04/15/2024
Dear ********,

Thank you for bringing this to our attention. We are already in contact with the property regarding this matter, as we have received a similar complaint from your mother. To further assist in resolving this issue, could you please provide us with a copy of the original lease you signed, showing the end date of April 3, 2024? Additionally, it would be helpful if you could attach the file of the email from Clarissa Garza that you mentioned.

The Greystar Team
Customer Answer
Date: 04/18/2024

Complaint: ********

As we have mentioned previously multiple times, we did not agree to our lease ending in June. The original agreement was April 3, 2024 for that special, and you can even see that in the email from Clarissa. We only signed a 13 month lease. I see you all are ignoring that part. We did not need to ask any questions because we were never aware that our lease end date was being changed. I see that you all have generated final statements and sent them to us. Once we are pursued for any money that’s supposedly owed, we will be obtaining a lawyer. You all WILL correct your mistake eventually, and we will pay you NOTHING, as we never agreed to our lease ending in June and did not agree to a lease amendment. We will continue to spread the word about this apartment complex and management company. You all are a deceitful company with liars for employees. Have a blessed day!
Business Response
Date: 04/18/2024
Hello Khadijah,

Thank you for bringing these concerns to our attention. We sincerely apologize for any misunderstandings regarding the terms of your lease and the resulting frustrations. We regret that we couldn't do more to resolve this situation to your satisfaction. Please know that we take your feedback seriously as it helps us improve our services and communication.

Best regards,

The Greystar Team
Customer Answer
Date: 04/18/2024

Complaint: ********

I am rejecting this response because my issue was not properly resolved. Greystar is a company of liars and thieves trying to illegally charge us over $5,000 in fees for a contract that they altered without our permission. Please close this request, we will be taking further action against Greystar.

Sincerely,

******** ****
Business Response
Date: 04/18/2024
Warm Regards,
The Greystar Team
Initial Complaint
Date:04/10/2024
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.
Greystar is charging me a $2.00 Pest from Community for service period 5/1/2024-5/31/2024. This was not in my lease agreement nor was I given advanced notice that there would be an additional charge on my bill. This would be considered an amenity rule change without notification and is considered a lease violation.

Handling Common Changes: Unilateral modifications, like rent hikes or amenity rule changes, are not allowed mid-lease.
Business Response
Date: 04/15/2024
Dear *******,

Thank you for bringing this to our attention. We have contacted the property to investigate the charge you mentioned. We will follow up with you as soon as we have more information.

The Greystar Team.
Initial Complaint
Date:04/10/2024
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 terminated my lease at Retreat at Patriot Park, under the Covid-19 Lease Amendment, provided to renters in Colorado impacted by Covid. Per the agreement, I was allowed to terminate my lease early, which I did end of March of 2021 after a final walk through. A year later I became aware Retreat at Patriot Park sent me to collections for 5000.00+ with compounding interest currently 6000.00+. I have attached a copy of the amendment. Their leasing office would have filed the signed copy. I requested a copy of the signed agreement however they did not provide this. Immediately after vacating I moved to Florida and they stopped responding all together.
Business Response
Date: 04/10/2024
Dear *******,

We want to inform you that Greystar began managing the property at Retreat at Patriot Park in November 2023, which was after your move-out date. We are currently inquiring with the property and our accounts receivable department to determine if we are involved in the collection of the reported debt. We will provide you with more information as soon as we have an update on the situation.

Warm regards,

The Greystar Team
Customer Answer
Date: 04/11/2024
Hello. Greystar replied to my complaint indicating they were inquiring with the current property management whom manages Retreat at Patriot Park. Since they're still investigating I'm not sure how to respond. I don't want to close the case as resolved but don't want to say I'm dissatisfied prematurely.
Initial Complaint
Date:04/10/2024
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 express my deep dissatisfaction and serious concerns regarding the misrepresentation of my unit, failure to disclose a water issue, negligence in addressing security concerns, and the unprofessional conduct of the property manager, Gabby. I have been a tenant at 55 w utopia Ave since February 2024

Upon moving into the unit, I was not informed of a significant water issue that has rendered the water supply unusable. I have been unable to use water for basic daily activities such as showering, brushing my teeth, and washing clothes since leasing the property. This lack of disclosure is a clear violation of your duty to provide habitable living spaces, as outlined in Utah's code 57-22-4. I have been forced to rely on the generosity of a friend, who has allowed me to use their facilities for these essential tasks. This inconvenience has caused considerable disruption to my daily routine and has left me feeling frustrated and inconvenienced.

Moreover, I reported to the management office that I heard someone fiddling with my door, indicating a potential security breach as there have been multiple break-ins on the floor where I reside.. Despite my concerns, no action was taken to fix the electronic door lock, which remains in a state of disrepair. Surprisingly, the only time your staff made it to my door promptly was to put an eviction notice on it, further highlighting the lack of priority placed on tenant security.

Regrettably, my concerns regarding the security of my unit were justified, It is deeply troubling that your property management failed to take proactive measures to ensure the safety and well-being of your tenants. This negligence is unacceptable and undermines the trust I should be able to place in Bowers Property Management | Greystar
If these issues are not promptly and satisfactorily resolved, I will have no choice but to explore further legal remedies available to me under the law.

**** *****
Business Response
Date: 04/10/2024
Dear ****,
We sincerely apologize for the distress and inconvenience you have experienced at 55 W Utopia Ave. Your concerns regarding the water issue and security are being taken very seriously. We have contacted the property to investigate these issues thoroughly. We will follow up with you as soon as we have more information.
Thank you for bringing these matters to our attention, and we appreciate your patience as we work to resolve them.
The Greystar Team
Initial Complaint
Date:04/10/2024
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.
It took over three months to address a wasp infestation despite risk of severe allergic reaction. Took months to get any needed repairs done. Filthy upon move in. Took hours to clean before we could move in. Upon move out they sent charges for things that existed upon move in. An item billed changed price(increased) on an updated bill. Got sent to collections despite photos and documentation showing existing conditions. We are now pursuing legal action. Would like this bill dismissed.
Customer Answer
Date: 04/10/2024
The property in question is The Province at Kent, OH
Business Response
Date: 04/15/2024
Dear ******,

We sincerely apologize for the inconvenience you've experienced. Thank you for bringing these issues to our attention. We have contacted the property to thoroughly investigate the situation. Could you please provide us with the collections bill? We will follow up with you as soon as we have more information.

The Greystar Team

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Greystar is NOT a BBB Accredited Business.