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

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  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:08/19/2025

  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.

  This is an apartment complex by the name of Avana Overlook, I moved in on May 5th. I was under the impression that I was moving into an upgraded apartment and this was not the case. I went back and forward with the apartment manager with no resolution. The home office was in touch but was no helpful. This apartment has a knat infestation, mold and mildew a leak from the above apartment and the whole complex smells like a sewer. I tried my best to come up with resolutions but I didn’t get any results. I also have a 9 month old baby and we could not live in those conditions. Unfortunately I am not the only one in this apartment community who has went through the same encounter. I sent multiple maintenance request and emails regarding my concerns.

  Business Response

  Date: 08/19/2025

  Hi ********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the issues you experienced at Avana Overlook, including the maintenance conditions, your difficulty getting support from the property team, and the overall impact on you and your child’s living situation.
  We’ve shared your concerns with the appropriate leadership team so they can investigate further. A Greystar representative will contact you within 10 business days to follow up directly regarding your concerns and the disputed charges.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/18/2025

  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.

  To whom it may concern:
  
  My name is ******** ******* and I was a resident of The Everly. I hope this message finds you well. I’m writing to kindly follow up on the return of my security deposit for Apartment 2304, which I vacated on May 14th (with an over 60 day notice) and my lease ended May 16, 2025. I understand from our earlier conversations that there was an error on the leasing office’s end, and I really appreciate your acknowledgment of that and your intention to help resolve it.
  
  It’s now been nearly three months since my move-out date, and I still haven’t received the deposit or a clear update on the revised statement. I know things can get busy, but I just want to make sure this doesn’t fall through the cracks.
  
  I read my lease, and according to Georgia landlord-tenant law (O.C.G.A. § 44-7-34), security deposits must be returned within 30 days, along with any itemized deductions if applicable. Since the issue appears to be a mistake rather than actual damage or unpaid fees, I’m hoping this can be resolved quickly and simply.
  
  As of now, all of the charges are incorrect. I am being charged with a building loss protection fee while having renter’s insurance, the utility fees go beyond my lease end date, rent after already paying it at the beginning of the month, and more.
  
  I had already requested that my deposit have been sent back by July 21, 2025 by an informal demand letter (via email). On August 9, 2025 I sent a formal demand letter via certified mail. Please feel free to contact me if anything else is needed on my end to help wrap this up. I have sent all documentation to Sherron Joseph at your office and everyone on "The Everly"'s management team.
  
  No one has been helpful or resolved my issue. I would appreciate my $250 deposit back within this business week.
  
  Thank you again for your time and help. I’ve truly appreciated living at The Everly and working with your team, and I hope we can come to a resolution soon.
  
  Warm regards,
  
  ******** Calcaño

  Business Response

  Date: 08/19/2025

  Hi ********,
  Thank you for sharing your concerns with us, and we're sorry to hear about the ongoing issues related to your deposit refund and the charges after your move-out from The Everly.
  We've contacted the local team at The Everly, along with their property leadership, so they can look into your account and follow up. A Greystar representative will be reaching out to you directly within 10 business days to review and discuss the situation.
  We appreciate your patience, and thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/18/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a pregnant tenant (currently 21 weeks) at Savoy Apartments. Due to ongoing early-morning noise disturbances from garbage trucks directly outside my unit, my OB-GYN issued two medical recommendations (dated August 1 and August 6, 2025) advising that I move to a quieter environment to protect my and my baby’s health.
  
  Despite providing both letters, the apartment management has refused to grant any reasonable accommodation and is demanding a lease break penalty of $8,531.69. I have lived in this unit for over 2.5 years, maintained good standing, and would not be moving if it were not for this pregnancy-related medical condition.
  
  I believe this denial constitutes housing discrimination based on disability and familial status, which is prohibited under the Fair Housing Act. The management's failure to engage in the interactive process or offer any flexibility despite receiving medical documentation demonstrates a refusal to accommodate.
  
  I have also filed a related complaint with the California Civil Rights Department (CRD) and am submitting this to the BBB to seek a fair resolution. I am requesting that the apartment waive or significantly reduce the lease break fee due to the health-related circumstances and the documented medical need to move.
  
  I am seeking full waiver of the $8,531.69 lease break fee due to the landlord’s failure to provide reasonable accommodation for a medically documented pregnancy-related condition, which forced me to vacate early.

  Business Response

  Date: 08/19/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the noise disturbances you experienced at Savoy Apartments and understand the stress this has caused during your pregnancy, especially in light of the medical documentation you’ve provided.
  We’ve contacted the on-site team at Savoy Apartments and their leadership team so they can carefully review your situation and follow up with you directly. A Greystar representative will reach out to you within 10 business days to discuss your concerns further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding an unfair $2,745 charge I received after moving out of Soma Brickell, a property managed by Greystar.
  
  At the end of my lease in Mar 2025, my rent was raised from $2,200 to $2,700 for a 2nd floor studio facing a noisy street. I asked to transfer to a 1 bedroom unit, which was only $100 more per month. Instead of accommodating this reasonable request, management told me I would have to pay a $1,500 “transfer fee” — even though my lease was ending. The only alternative offered was to move out and reapply 3 days later, which was not logistically feasible. This put me in a difficult position and essentially forced me to leave the property.
  
  Because I was still trying to resolve this issue with management and secure a one-bedroom unit, my move-out notice was submitted 3 days past their deadline. Despite the notice still being provided 58 days before my actual move-out date, management imposed a penalty of $2,745 - the equivalent of a full month’s rent at the increased rate.
  
  I followed up multiple times by email to dispute this charge and explain that the delay was directly caused by management’s refusal to allow a reasonable lease transfer without an excessive fee. My communications were ignored. To charge a tenant $2,745 for being two days late — while still giving nearly 2 months’ notice — is predatory, unreasonable, and not in good faith.
  
  I am requesting the removal of this unfair $2,745 charge and an acknowledgment that the handling of my lease termination was improper. I am submitting this complaint to the BBB because my attempts to resolve this matter directly with management have been disregarded.

  Business Response

  Date: 08/19/2025

  Hi *******,
  Thank you for reaching out and for sharing your concerns about your experience at SoMa at Brickell. We're sorry to hear about the frustration related to the transfer fee and the charges assessed after your move-out, especially given your efforts to communicate with the management team.
  We’ve contacted the on-site and regional leadership at SoMa at Brickell so they can review your situation thoroughly. A Greystar representative will be in touch with you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/18/2025

  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.

  Worst company every. I had put a security deposit for 414 N Orange for apt 432 Glendale Ca, there phone number is (747)966-4569 and (747)6771166. I change my mind and spoke to Karen she told her she told me she will make sure my security deposit return back to me she purposely put my old address that I've have not resigned for over 15 years both the address and the stated, when I called and found out what she had done I've have the phone hang up on my face, been put on hold, or they sent me to voice mail never called me back its been over 4 month's trying to get my security deposit back from Ten Ten Campus and am getting nowhere also reach out to Greystar no return called and I cannot speak to anyone am trying to do is get my security deposit back yet am denying such. I was giving an email address at *******@transcard.com phone number (855_422-4467 but I was told by them they cannot issued me a replacement check because Ten Ten Campus needs to update my address the correct address that I am at that is ***** ********* ** ** *** ***** Atlanta GA 30309 and since they've refused nothing they can do and that I needs to contact Greystar and I've done all I've can to reach out to Greystar I even left voice messages and emails Greystar never reach out to me back, all I am want is my security deposit back from an apartment that I was looking at and change my mind yet those people refused to give me my money back they are thieves.

  Business Response

  Date: 08/19/2025

  Hi *************,
  Thank you for reaching out and sharing your concerns regarding your deposit from the application at 414 N Orange in Glendale.
  We’re sorry to hear about your experience, and we understand how frustrating this delay must be. We’ve contacted the property team and Greystar leadership so they can investigate what occurred and follow up on the status of your refund. A Greystar representative will contact you directly within 10 business days to address your concerns.
  Thank you again for your patience as we look into this.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/15/2025

  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 a resident with one of Greystar's facilities (Cambridge Place) for 2 years. My lease was set to end June 28th, and I was having difficulty getting in contact with the property manager to set up the exit walkthrough. I scheduled it during my lunch break, and let them know my time was minimal because I basically work Mon-Fri 7am to 6pm. The property never showed up and when I sent an email stressing out what to do about the keys, he only decided to respond 4 days later. I paid my last month's rent and the ultilities for that month. On the 24th, there was another request for ultilites, which I paid. Then on the 30th, after my lease ended, 2 other ulitility payments were requested, along with a $110 cleaning fee. Ever since I moved out, I've been trying endlessly to contact the property manager, greystar, another person associated with the company, the recievables customer department, and even the account specialist whom EVERY SINGLE ONE of them has not responded to me regarding the extra utilitity charges. Not a single person can explain why. I'm beyond frustrated. I would be more compliant to pay this balance if anyone from this company took a second and just explained it to me, but the fact that they're dodging me and not willing to reach out makes me so upset.

  Business Response

  Date: 08/15/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration you experienced while trying to resolve billing questions following your move-out from Cambridge Place.
  We’ve contacted the Cambridge Place team and their leadership to investigate the charges and the communication delays you described. A Greystar representative will be in touch with you within 10 business days to follow up directly and help address your concerns.
  We appreciate your patience while we look into this.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/14/2025

  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.

  In 2023, I applied for housing with LTD Championship Ridge and was denied. I paid a $150 deposit, which cleared successfully, and I have bank documentation proving payment. I was never informed of any waitlist or associated fees, nor did I consent to be placed on a waitlist. In 2025, I was unexpectedly contacted by a collection agency regarding a $200 debt allegedly owed to LTD Championship Ridge, claiming that $150 of my deposit was returned as NSF. This claim is false, as my payment cleared in full. When I provided proof of payment to the collection agent, he responded rudely, stating, “You’re not gonna get luck with that,” and dismissed my dispute. This is an unauthorized debt, and I am requesting that it be removed from any collection activity or credit reporting. I have attached proof of payment and my original denial documentation for review.

  Business Response

  Date: 08/14/2025

  Hi *******
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration related to your denied application at LTD Championship Ridge and the subsequent collections activity you described.
  We've contacted the team responsible for that property and their leadership so they can investigate your concerns. 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:08/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disputing an alleged lease-break balance from Hairston Woods/Greystar. On Aug 12, 2025, Genesis Credit Management confirmed they deleted the debt due to no valid info, sending it back to Greystar. Despite this, ******** and ************* are still using it to deny me housing during an active dispute. This violates FCRA (reporting unverified debt), FDCPA (continuing collection after deletion), and state consumer laws. I need the debt removed from all databases, rental screening companies notified, and written confirmation collection has ceased. This is urgent — I am being blocked from moving due to poor conditions at my current apartment and as someone with anxiety, which all parties are aware of, this needs to be addressed immediately.

  Business Response

  Date: 08/14/2025

  Hi ****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the challenges you’re experiencing regarding the lease-break balance associated with Hairston Woods and the continued reporting through ******** and *************.
  We’ve contacted the team at Hairston Woods, along with their leadership, so they can fully investigate the matter and reach out to you directly. You can expect to hear from a Greystar representative within 10 business days.
  Thank you again for bringing this to our attention.
  Best regards,
  The Greystar Team

• Initial Complaint

  Date:08/12/2025

  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 vacated my apartment at The Park at Woodbridge Station (55 Brook St, Woodbridge, NJ 07095) on 6/16/2025. My security deposit was $1000, which according to N.J.S.A. 46:8-21.1 must be returned within 30 days of move-out.
  
  I left the unit in clean and undamaged condition, confirmed by the maintenance manager during the move-out inspection and the official closing statement. No deductions were noted other the final-month gas and water.
  
  It has now been over 60 days since I moved out, and I have not received my deposit or any written explanation for withholding it. I have contacted the apartment manager more than 20 times by phone and email. Each time, I receive the same canned responses such as:
  
  > “It’s processing, you’ll receive an email in 3–5 business days,” or
  > “I’ll talk to accounting and get back to you.”
  
  No follow-up or payment has ever been provided.
  
  Nature of Dispute:
  
  - Failure to return the full security deposit within the legal timeframe.
  - Failure to provide an itemized list of deductions as required by New Jersey law.
  - Repeated delays and perfunctory responses with no resolution.
  
  Efforts to Resolve:
  I have given the management ample time to address the issue and followed up numerous times. They continue to give generic replies and no clear payment date.
  
  Desired Resolution:
  I am requesting the immediate return of my full deposit balance plus applicable interest. If the business claims deductions, they must provide a detailed, written itemization in compliance with New Jersey law.

  Business Response

  Date: 08/13/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're very sorry to hear about the delay in receiving your security deposit after moving out of The Park at Woodbridge Station. We understand how frustrating this has been, especially given your multiple follow-ups and the condition in which you left the apartment.
  We've contacted the local property team and their leadership to investigate this issue. A Greystar representative from The Park at Woodbridge Station or our leadership team will reach out to you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/12/2025

  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 moved out of the Biscayne 112 Building during the last week of January. I had paid a $500 security deposit, and management informed me it would be mailed to my new address within a few days. It has now been seven months, and I still have not received it.
  
  I have called multiple times, sent numerous emails, and visited the office several times. Each time, I was told the refund was being processed, but this has proven to be untrue. During my most recent visit last week, I waited 30 minutes to speak with the manager, only to be told he was too busy to meet with me and that I had to leave. I informed the staff that I would be filing a formal complaint, yet no one has followed up with me.
  
  My new address is:
  **** ** ***** **
  North Miami, FL 33161

  Business Response

  Date: 08/12/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're very sorry to hear about the delay in receiving your $500 security deposit refund and the difficulty you've had getting follow-up from the team at Biscayne 112.
  We’ve contacted the property and its leadership team so they can investigate your concerns. A Greystar representative from Biscayne 112 will reach out to you directly within 10 business days to follow up.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team