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Business Profile

Property Management

Greystar

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      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.
      My former apartment address is Naya Apartment: 1095 W El Camino Real, apt 325. Sunnyvale, CA. 94087.
      I attempted to pay my prorated rent for the last half month through the **** resident portal, but an incorrect balance on the site blocked the transaction and made the account appear settled; because of this portal error, I did not immediately realize payment had not posted and could not correct the issue before the standard grace window began. Once the discrepancy became clear, I contacted the leasing office for assistance, yet a late fee was still assessed on June 6 without granting even a single additional day of grace to offset the system’s mistake. After moving out on June 15, I received a security-deposit statement dated June 21 that included charges for repainting and carpet cleaning, but management has provided no before-and-after photos, vendor invoices, or proration calculations as required by California Civil Code §1950.5. Because normal paint fade and routine carpet wear constitute ordinary wear and tear, any painting cost must be prorated over paint’s typical three-year life, and carpet-cleaning fees must be supported by evidence of unusual damage. Despite several follow-up emails, the landlord has neither supplied the mandated documentation nor removed the disputed amounts. I therefore request that the late fee be waived in light of the portal-induced delay and lack of a fair grace-period extension, that the painting and carpet-cleaning charges be withdrawn (or fully itemized and justified), and that a corrected final account statement with any remaining security-deposit balance be issued promptly.

      Business Response

      Date: 07/02/2025

      Hi ****,
      Thank you for reaching out and sharing your concerns with us.
      We’re sorry to hear about the billing issues and your experience following move-out from Naya Apartment in Sunnyvale. We’ve contacted the property team and Greystar leadership to review your concerns regarding the rent portal issue, late fees, and move-out charges. A Greystar representative will follow up with you directly within 10 business days.
      Thank you again for your patience as we investigate further.
      – The Greystar Team
    • Initial Complaint

      Date:06/30/2025

      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.
      To Whom It May Concern,

      I am formally requesting the immediate termination of my lease agreement, signed on for a second time on Saturday, June 28th,2025, due to multiple failures by your management team that misled me during the leasing process.

      I scheduled a tour for June 7 and confirmed by phone on June 6. Upon arrival, Assistant Manager Cynthia M********* stated no units were available to show and promised a follow-up. Despite multiple calls from my wife, she never responded or followed up. This lack of communication was unacceptable and raised serious concerns.

      On move-in day, I was not given accurate or timely information about the total amount due. This caused unnecessary confusion and financial stress, despite my deposit being submitted in good faith.

      The overall customer service was unprofessional and dismissive. My attempts to resolve these issues were ignored, and no accountability was taken. These actions reflect a clear breach of trust and professional standards.

      Due to these issues, I believe the lease was entered into under misleading circumstances. Nevada law protects tenants from deceptive practices, and I am exercising my right to terminate the lease without penalty.

      I request the following:

      Immediate cancellation of my lease
      -Full release from all financial obligations, including rent, fees, and penalties
      -Written confirmation within 7 calendar days
      -I have documented all communications and am prepared to escalate this matter to the Nevada Real Estate Division and Nevada Legal Services if necessary.
      - Receive my application fee back of $360.00

      Sincerely,
      ***** ********
      ***************@********* / ###-###-####

      Business Response

      Date: 07/02/2025

      Hi *****,
      Thank you for reaching out and sharing your concerns with us.
      We’re sorry to hear about your experience during the leasing process at your property in Las Vegas. We understand how frustrating miscommunication and delays can be, especially when signing a lease and planning a move. We've contacted the local property team and their leadership so they can review your concerns in detail and have a Greystar representative follow up with you directly within 10 business days.
      We appreciate your patience while we work to address this.
      – The Greystar Team
    • Initial Complaint

      Date:06/30/2025

      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.
      I currently reside at The Charlie Mar Vista, managed by Greystar. My apartment’s AC has been non-functional since April 7, 2025 (12 weeks). I repeatedly contacted maintenance and the leasing office. For the first month, the thermostat would briefly work, only to shut off hours later. Despite this ongoing problem, follow-up visit were not proactively scheduled and caused weeks of delays.

      Additionally, I’ve submitted two incident reports regarding the leasing manager entering my unit without proper authorization. In the first case, I explicitly requested to be present during technician visits. I returned home that evening to find the work order closed and someone had entered my apartment. The second time, I approved technician access while I was traveling—with the condition the leasing manager supervise. The work order was closed on a Thursday, and I returned Monday evening to find my door unlocked. Upon confronting the leasing manager, he admitted to entering that morning without an active work order—violating my lease and posing serious privacy and safety concerns.

      I've since been escalated from the Leasing Manager to Jill R****** (Senior Regional Property Manager), who claimed no rent adjustments could be made until the AC is fixed. I’ve now been referred to Daniel Y******** (Resident Services & Claims Management), to whom I submitted a detailed report with photos on June 18. I’ve received no acknowledgment or follow-up. I’ve paid nearly $15,000 for an apartment that’s uninhabitable during the heat waves, drywall dust in my bathroom and bedroom, giant holes in the bathroom ceiling and hole in the closet, and an unsafe environment knowing my leasing manager can enter my home at any time. No one has tried to relocate me to an available unit, pay for temporary housing, provide a break on my rent, gas money to stay elsewhere, etc.

      This is one of the worst experiences I've ever had with with a property management company.

      Business Response

      Date: 07/02/2025

      Hi *****,
      Thank you for taking the time to share your concerns with us. We’re very sorry to hear about the extended AC issues you’ve experienced at The Charlie Mar Vista, as well as your concerns regarding unauthorized entry into your apartment. We understand how frustrating and concerning this situation has been for you.
      We’ve contacted the onsite team at The Charlie Mar Vista and their leadership so they can investigate these matters thoroughly. A Greystar representative will follow up with you directly within 10 business days.
      Thank you again for bringing this to our attention.
      Sincerely,
      The Greystar Team
    • Initial Complaint

      Date:06/30/2025

      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.
      Greystar - Collection 14 in Washington D.C. trespassed into my apartment unit without 24 hour notification, did work without me knowing or being OK with it and now is attempting to back bill me for $1700. I specifically told them not to enter my apartment as I was away and wanted to be present and schedule an appointment. The issue began with the voltage in my closet in my apartment on April 18th. I noticed the issue because my wifi did not work. I filed an issue with Verizon but they told me to move it under to under the TV outlet in my living room. I filed a maintenance request to fix the outlets in my bedroom and in the closet. Maintenance guys came and they messed with the transformer and it blew. Then they had to call an outside electrician because the electricity didnt work in my apartment. The outside electrician came and got the electricity back on but could not fix the outlets in the bedroom or the closet. Later that week, the Greystar community manager Sammie C****** called me and told me they had an electrician coming to address the outlets. This was not an emergency. I specifically said I do not want anyone in my apt without me there. While I was away, they went into my apartment with a different outside electrician, did not give me notification despite me telling them they need to and they need to schedule an appt, they did electrical work without me giving the OK and then now they are trying to pin the $1700 bill on me. Tenants are not responsible for fixtures unless there is willful misconduct. All I did was put in a maintenance request, ask for them to schedule an appointment with me and to not trespass on my property and fix the closet voltage and the outlet. Why would electrical outlet work ever be a tenant's responsibility. Why would they think it's okay to trespass on my property and why would they think it's ok to do work without me knowing and then trying to back bill me.

      Business Response

      Date: 07/02/2025

      Hi *******,
      Thank you for sharing your concerns with us. We’re sorry to hear about the experience you’ve had at Collection 14, particularly regarding the electrical work conducted without your consent and the ongoing issues with the air conditioning during the recent heat wave.
      We’ve contacted the onsite team at Collection 14, along with their leadership team, so they can investigate this situation further. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns in more detail.
      Sincerely,
      The Greystar Team
    • Initial Complaint

      Date:06/30/2025

      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.
      We, ****** ******* and **** ******, are filing a complaint against Juniper Apartments, managed by Greystar, due to excessive and unjustified charges after our move-out from Unit ****.After our lease ended, we received a final bill of $1,000.75, including:•$750.00 for bulk trash removal•$488.57 for carpet replacement•Our full $300 security deposit was applied•$14.96 in interest was creditedThese charges are not only excessive, but also completely unsubstantiated. **** ****** handled the entire move-out, and the apartment was left completely empty — no trash, no belongings, and no visible damage. We received no photos, walkthrough, or itemized explanation to justify these costs.Under Maryland law, landlords are required to:1.Return the security deposit or provide a written, itemized deduction list within 45 days2.Refrain from charging for normal wear and tear (e.g., aging carpet)3.Provide proof/documentation of any damage beyond thatTo date, Greystar has failed to meet these legal obligations. The $750 bulk trash fee is especially questionable, as no items were left behind. We believe these charges are predatory and violate Maryland’s tenant protection laws.?Resolution Sought:•A full, itemized breakdown with photo documentation of all claimed damages•Removal or reduction of unjustified charges, particularly the trash and carpet fees•A corrected final balance reflecting only legitimate, lawful costs•A formal written explanation that complies with Maryland deposit lawIf this is not resolved promptly, we will file a complaint with the Maryland Attorney General’s Consumer Protection Division and pursue legal remedies through small claims court.Sincerely,****** ******* & **** ******Former residents, Unit ****

      Business Response

      Date: 06/30/2025

      Hi ******,
      Thank you for reaching out and sharing your concerns. We’re sorry to hear about the confusion and frustration regarding the move-out charges you and Mary received from Juniper Apartments.
      We’ve contacted the on-site team and their leadership so they can review the charges and related documentation. A Greystar representative will follow up with you directly within 10 business days to discuss your concerns further.
      We appreciate you bringing this to our attention.
      Sincerely,
      The Greystar Team
    • Initial Complaint

      Date:06/27/2025

      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 have been charged additional trash pick up service fees for several months with no indication or justification as to why. I have been charged more than the $30 per month agreed upon amount. In February, March, and April of 2025, I have been charged $55 per month. For May and June of 2025, I was charged $40 monthly. I have been charged as of today an additional $95 with no reason as to why. I am expecting this to be credited to my account immediately by Greystar. They are charging me for no reason other than they can because I cannot avoid paying it along with my monthly rental payment. They can review my monthly rental invoice and see additional charges for no reason. I have been given no notice by the trash valet service as to why I am being charged more than agreed upon.

      Business Response

      Date: 06/30/2025

      Hi ****,
      Thank you for sharing your concerns with us. We're sorry to hear about the unexpected valet trash charges you've experienced at Four Lakes at Clearwater. We understand how frustrating it can be when billing amounts differ from what was originally communicated.
      We've reached out to the on-site team at Four Lakes, as well as their leadership, so they can investigate this further. A Greystar representative will be in contact with you directly within 10 business days to review and discuss your concerns in more detail.
      Thank you again for bringing this to our attention.
      Sincerely,
      The Greystar Team
    • Initial Complaint

      Date:06/24/2025

      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 waiting for my security deposit back. I received the final disclosure and it was incorrect. I contacted the office to advise them that we already paid for the 2 days that were due in June with May's rent (the lease expired on 6/2/25) and requested that it be corrected. I have called several times, left messages several times and emailed with no reply. It is very unprofessional to not return someone's calls and emails especially when a mistake was made. We have moved out over 25 days ago and still no refund of the security deposit for even the amount that was incorrectly done. From the beginning until the very end the communication was terrible. The apartment on the website was deceptive showing wood floors when it was carpet. The apartment was not move in ready and pictures were taken at the time to show all the damage that was in the apartment. I know the Attorney General has had a complaint with your company due to deceptive practices. Under Arizona law you have 14 business days to return the deposit and it has been longer than that. When I requested the contact information to reach out for my refund i was ignored by all of the office in Peoria Arizona.

      Customer Answer

      Date: 06/25/2025

      The Greystar Property  is Artessa and the  address is 7100 W Grandview Rd, Peoria, AZ 85382.  

      Business Response

      Date: 06/25/2025

      Hi ********,
      Thank you for sharing your concerns with us, and we’re sorry for the frustration caused by the delay and lack of response regarding your security deposit from Artessa in Peoria, AZ. We understand your disappointment, especially after receiving a final account statement you believe is incorrect and not hearing back from the team after multiple attempts to contact them.
      We’ve escalated your concerns to the Artessa property team and their leadership so they can review your situation in detail. A Greystar representative will reach out to you within 10 business days to follow up and help resolve the matter.
      Best regards,
      The Greystar Team
    • Initial Complaint

      Date:06/24/2025

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We applied for an apartment and were denied during the background check for something from over 7 years ago. We were then told we’d be getting out $200 administrative fee refunded but it’s been over two weeks and they are ignoring our attempts at communication.

      Customer Answer

      Date: 06/24/2025

      It is run by greystar but the location is Villatree. 

      Business Response

      Date: 06/25/2025

      Hi *******,
      Thank you for sharing your experience with us. We're sorry to hear about the delay and lack of communication regarding your $200 administrative fee refund after your application at Villatree in Tempe, AZ was denied.
      We've contacted the Villatree property team and their leadership so they can investigate and follow up with you directly. A Greystar representative will be reaching out within 10 business days to help resolve this issue.
      Best regards,
      The Greystar Team
    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 15 of 2025, I submitted an application to the apartment complex Pinnacle at Germantown town center. On this day, I gave the business $500 for a Security deposit. As well as $75 in application fees. According to them “to secure our apartment”. On April 17, my application was accepted. On May 8, I declared to leasing Manager Christina, that we were no longer interested at no fault but theirs. The apartment we paid $500 to secure was in fact not secure and we were told that it was no longer available. Christina told me that it would take about two weeks to receive my refund back. We agreed to use an electronic refund system. On Monday, May 26 the refund system said I would receive my money and no more than three days. However, nearly a month has passed since then. After contacting the refund company, (Smart Disperse) their team shared with me that the payment was pending on the side of the apartment complex. So I spoke with Christina, and she told me that she would have to work with her managers to figure out how to get the money out of pending. That I would receive a call back shortly. A week has passed since then, and I have still heard back from their leasing office. Throughout this entire process, the leasing office has ignored my many calls and emails. On one occasion, they ignored my calls so much that I had to go into the office and speak to them myself about canceling our application. Overall, their business has been unprofessional and the whole thing felt a bit like a scam.

      Business Response

      Date: 06/25/2025

      Hi ******,
      Thank you for bringing this to our attention, and we’re sorry to hear about the experience you’ve had regarding your refund from Pinnacle at Town Center in Germantown, MD. We understand the frustration of not receiving a refund you were told would be processed and the difficulty in getting timely responses.
      We’ve contacted the property team and their leadership to review your situation and follow up on the refund. A Greystar representative will reach out to you within 10 business days to address this matter directly.
      Thank you again for your patience.
      Best regards,
      The Greystar Team
    • Initial Complaint

      Date:06/21/2025

      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.
      05/28/2025 to 06/06/2025

      Lack of internet service for over a week, GreyStar knows there was an outage. The service in general is overall very spotty. Greystar doesn't give any other options for internet service.

      I've reached out to GreyStar and they informed me I have to speak with ********. I pay Greystar for internet service.

      Business Response

      Date: 06/23/2025

      Hi *******,
      Thank you for sharing your concerns with us. We're sorry to hear about the internet service issues you experienced at The Prado between May 28 and June 6, and we understand how frustrating it can be when critical services are disrupted.
      We’ve contacted the onsite team at The Prado, along with their regional leadership, so they can investigate further and follow up with you directly. A Greystar representative will be reaching out to you within 10 business days.
      The Greystar Team

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