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

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  Greystar

  449 Canal St Winter Hill, MA 02145-4347

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  Mosaic

  75 Baldwin St # 01902 Lynn, MA 01902-2563

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  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

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  Greystar

  15440 North 71st St Scottsdale, AZ 85254-5363

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:10/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident at The Felix at Our Heroes Place, managed by Greystar, filing this complaint due to the unauthorized removal and disposal of valuable vehicle parts from my assigned covered parking space.
  
  On September 24, 2025, I returned home to find that removable parts of my 1996 Ford Bronco—including the interior trim paneling and a hitch cargo carrier—had been thrown away by maintenance staff. These were stored directly behind my vehicle, within my covered parking space ($150/month). The parts were integral to my vehicle, not unrelated storage.
  
  The hitch was valued at about $250, and the OEM interior trim components between $700–$900 (per LMC Truck, the official supplier of restoration parts for this model and eBay for used parts).
  
  Management acknowledged the items were removed during “routine upkeep,” but never contacted me to verify ownership. Large abandoned items like mattresses and furniture have remained for weeks, yet only my items were removed.
  
  A staff member told me the employee responsible was “mentally handicapped.” That description came directly from management, not me, and seemed used as a scapegoat to deflect responsibility.
  
  I have photos and documentation showing garage conditions and part values. Management refused to compensate me beyond a $50 “courtesy credit.”
  
  Both the Property Manager and Lead Maintenance Manager were absent the week this occurred, and it appears unsupervised staff acted outside their authority.
  
  I request reimbursement or a rent credit of $1,000 for the removed vehicle components. This situation reflects negligence and a lack of accountability by property management.

  Business Response

  Date: 10/20/2025

  Dear *******,
  Thank you for taking the time to share your concerns with us.
  We’re sorry to hear about the issues you experienced at The Felix at Our Heroes Place, particularly regarding the removal of your vehicle parts from your assigned parking space and the way the situation was handled. We understand how frustrating this must have been. We’ve contacted the onsite team and their leadership so they can fully investigate the matter.
  A representative from Greystar will reach out to you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 10/20/2025

  Attached is a document with photos documenting items and debris left throughout the property. As described, the pieces of my vehicle were within my spot, not strewn about like this garbage. 

• Initial Complaint

  Date:10/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an apartment at Village at Tradition almost three weeks ago and have been getting constant runarounds ever since. Despite being told early on that everything looked good and that we should be moving in that same week, the process turned into weeks of waiting, excuses, and poor communication.
  
  Because of the way the staff presented the situation…as if we were already approved…my fiancée transferred to a new job closer to the apartment so we could prepare to move. We thought it was a done deal. Instead, we faced constant delays, unanswered emails and calls, and mixed explanations from staff.
  
  They repeatedly claimed my income documents couldn’t be opened, even though my employer (FPL contractor) confirmed the leasing office accessed the verification link. I had to call up to five times a day just to get answers. When I offered to print the documents, they refused to accept them. After several days, they finally accepted one file but then said my income was short by $1,000 a year, even though I make 2.5–3x the rent monthly.
  
  To meet their new request, I added my fiancée to the lease, and we provided her documents immediately. The office then took another day to send her link and another to review it…and only when she showed up in person did they begin processing it. Every visit (an hour+ drive from Delray/Boynton) brought a new excuse — “the manager’s in meetings for two days,” “the computer system’s down,” or “the company is being sold.”
  
  After nearly three weeks of this, we missed the move-in deal we were originally offered and were told our deposit/down payment would now be four times higher than before. This entire experience has caused serious financial and emotional stress for both of us.

  Business Response

  Date: 10/17/2025

  Hi ******,
  Thank you for taking the time to share your concerns with us. We're sorry to hear about the issues you experienced during the application process at Village at Tradition, including the communication challenges and delays with income verification.
  We've contacted the onsite team and regional leadership at Village at Tradition so they can review the situation further. A Greystar representative will reach out to you directly within 10 business days to follow up.
  Sincerely,
  The Greystar Team 

• Initial Complaint

  Date:10/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in the Ocean Air Townhomes in San Diego, CA for one year. The townhome was originally leased out to three young men who all found someone to take over their lease within three months of the lease beginning. No management did any walk-out inspections with the three men who left or any walk-in inspections with myself or the two other roommates who moved in. April 2025, one of my roommates decides to leave and finds another person to take over his portion of the lease, again no walk-out inspection or walk-in inspection. Our lease ended 9/14/2025. We cleaned the unit very well and left it in far better condition than it was in before any of us moved in, and still acceptable for any normal apartment complex. We took extensive documentation as well. On 9-30-2025 Greystar mailed a "move-out charge" to their own previous address that I had moved out of, which they know I don't live at. Why was it sent to that address? Especially when Greystar had no issues emailing me over and over saying I owe them money when I don't. The move out charges were "damages" with no description, receipts, or documentation, and a "painting damages" charge with no description, receipts or documentation as required by California Civil Code 1950.5 and CA AB 2814. Greystar has no documentation to prove we even created damages, let alone be able to say it was because of myself and my two remaining roommates, or the four other leassees they allowed to leave the unit without any inspections. Therefore Greystar is illegally withholding our deposit and violating California state law. I sent a letter stating why they cannot legally withhold any of our deposit, let alone charge for more, and they have not replied. You can't get ahold of anyone on the phone either. Greystar needs to drop their illegal charge and return the entirety of my deposit to me, as they have now broken the law and have shown themselves to be acting in bad faith.

  Business Response

  Date: 10/16/2025

  Hi *******,
  Thank you for sharing your concerns with us.
  We’re sorry to hear about the issues you experienced regarding the move-out process and the charges assessed at Ocean Air Townhomes. We understand your frustration, especially given your efforts to maintain the home and the lack of clarity regarding the charges and communication.
  We’ve contacted the team overseeing Ocean Air Townhomes, including Greystar’s leadership, so they can investigate further. A representative from Greystar will reach out to you within 10 business days to discuss your concerns directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:10/16/2025

  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.

  We moved out of The Muse at SoCo located at 1007 S Congress Ave Austin, TX on August 6th, 2025. We received our final statement on August 7th, 2025 stating a refund of $654.14 was due to us and still have not received it more than 60 days after. We’ve attempted contacting the property multiple times and only received one reply stating it was awaiting approval. The property/company is in violation of the Texas property code which requires return of the deposit within 30 days, and also states we can pursue 3x the amount wrongfully withheld.

  Business Response

  Date: 10/16/2025

  Hi ***********,
  Thank you for bringing this to our attention.
  We’re sorry to hear about the delay in receiving your refund after moving out of Muse at SoCo. We understand how frustrating this has been, especially given your efforts to follow up with the property.
  We’ve contacted the team at Muse at SoCo along with Greystar leadership so they can look into the matter and ensure the appropriate follow-up. A representative will reach out to you within 10 business days to address your concerns directly.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 10/17/2025

  Withdrawn. Refund check is being delivered via **** today.

• Initial Complaint

  Date:10/14/2025

  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 an apartment on Aug 20, 2025. The name of apts is Creekview Crossing in Sherwood, Oregon. I have yet to receive my deposit back. Ore law states it must be returned within 31 business days, as of today it has been 35 business days. Still, no funds returned. I have called multiple times, my father also has called and no one will can seem to return our call. Alex is always in a meeting with no further help to connect us with someone who can verify where check is, etc…..as a renter, I should be protected against this sort of run-around. They are simply in violation of the law. I want my money, can you please help??

  Business Response

  Date: 10/14/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear that you haven’t received your deposit refund after moving out of Creekview Crossing on August 20, 2025. We understand how frustrating it can be when you're trying to get clear communication and timely resolution.
  We’ve contacted the team at Creekview Crossing and their leadership to investigate the status of your deposit refund. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:10/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident at The Russell Apartments in Arvada, CO, managed by Greystar. On October 11, 2025, there was an active-shooter incident in an apartment two doors down from mine. Multiple people were shot, yet residents received no alert, warning, or shelter-in-place notice from management during or after the event. I only learned of the severity of the situation by speaking directly with Arvada Police.
  
  This incident occurred less than 50 feet from my apartment, and the lack of communication placed all nearby residents in danger. Even after the lockdown was lifted, no formal notice, security update, or increased safety presence was provided to reassure residents or prevent recurrence. I no longer feel safe in my home.
  
  Additionally, since moving in less than 30 days ago, I have been without functional Wi-Fi due to ongoing electrical and connectivity issues tied to a faulty breaker. While the leasing team has coordinated with providers, technicians, and electricians, the issue remains unresolved and has disrupted my ability to work and study.
  
  I have requested to terminate my lease without penalty, but management insists on enforcing termination fees despite the ongoing safety and habitability concerns. I have received no concessions or credits of any kind since moving in.
  
  Desired Resolution:
  I am requesting to be released from my lease immediately and without penalty or fees, given the unsafe conditions, lack of emergency communication, and continued failure to ensure resident safety. I also ask that Greystar review and improve its emergency response and resident-notification procedures.

  Business Response

  Date: 10/14/2025

  Hi *****,
  Thank you for taking the time to share your concerns with us. We’re very sorry to hear about your experience at The Russell Apartments, especially regarding the recent safety incident and the unresolved connectivity issues affecting your home environment.
  We’ve contacted the onsite team at The Russell, along with their leadership, so they can look into your concerns and determine next steps. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:10/13/2025

  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.

  On 03/04/2025 I received an email from Greystar charging me $3,019 then received another on 08/20/2025 with a balance of $6,030. I moved out of the apartment at the end of January 2025. On the statement it says my move out date was 02/01/2025 and the statement shows I’m being charged rent from the months February- June when I did not live there. The person I had the apartment with stated to me that I would not be the one responsible to pay any charges when breaking the lease and promised that to me. Nobody from greystar has called me but the emails I received from greystar looked suspicious and I’ve noticed that the “amount due” keeps increasing.

  Business Response

  Date: 10/14/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the confusion regarding the rent charges following your move-out from Fieldstone Apartment Homes.
  We’ve contacted the team at Fieldstone, along with their leadership, so they can review your account and investigate further. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:10/13/2025

  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.

  LUMIA RESIDENT,
  850 N Azusa Ave,
  Azusa CA, 91702
  
  
  There have been repeated break-in attempts at Lumia.
  Tenants have made numerous 911 calls during emergencies—not days later—every month. Despite this, management continues to shift blame onto us, the paying tenants, claiming we allow “unauthorized activity” inside the building.
  Make no mistake: Lumia management has not secured the building.
  Many units have submitted complaints and shared evidence of these ongoing issues. We know these problems are widespread. You are not alone.
  Lumia has removed our safety posters and has even threatened residents for speaking out.
  If you have complaints, evidence, or would like to connect with other tenants concerned about safety, please email: **************@proton.me
  ________________________________________
  Ongoing Issues in the Building:
  • Homeless individuals staying in storage units and apartments
  • Repeated break-ins
  • Harassment of minors
  • Failure to properly secure the building
  • Inconsistent or nonexistent security
  • Unrestricted access to the roof
  • Rampant drug use
  • ...and more
  ________________________________________
  We urge you to attend the upcoming “Town Hall” meeting:
  ?? Clubhouse
  ?? Wednesday
  ?? 7:00 PM
  Share your personal experiences, voice your safety concerns, and provide any evidence you have. Local police and senior management from Greystar will be in attendance. This is also a valuable opportunity to meet other tenants facing unresolved issues that management has failed to address.

  Business Response

  Date: 10/14/2025

  Hi *******,
  Thank you for taking the time to share your concerns with us. We’re sorry to hear about the safety issues and community disruptions you’ve been experiencing at Lumia in Azusa.
  We’ve reached out to the onsite team at Lumia, as well as their leadership, so they can investigate your concerns and follow up accordingly. A Greystar representative will be in touch with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:10/12/2025

  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 moved into Sunstone Apartment on August 31, 2025, and since the very beginning there have been serious and unresolved issues with both pest infestations and excessive noise that have made living here unbearable. Within the first week, I started seeing cockroaches, pill bugs, and spiders throughout the apartment. Despite keeping the place clean and reaching out to management, the pest issue never went away.
  
  At the same time, the noise situation has been constant and disruptive. The outdoor HVAC unit next to my apartment runs loudly through the night—measured at over 70 decibels—and the upstairs tenant regularly causes pounding and thumping noises between 3:00 and 5:00 a.m. It’s so bad that I’ve lost sleep countless nights and can’t rest properly in my own home.
  
  I emailed management after one week I moved in explaining the problem in detail, but they did nothing meaningful to fix it. Their only response was to suggest I move to another unit—at my own expense—instead of addressing the underlying issues. I don’t think it’s fair that tenants should have to pay to move just to escape problems caused by poor maintenance and construction.
  
  I have photo and video documentation of the pests and noise levels, along with copies of my emails to management. After weeks of inaction and sleepless nights, I finally had to send them a formal notice terminating my lease under North Carolina law for constructive eviction. The apartment was simply not livable.
  
  I’m asking for the return of my $1,250 security deposit and a refund of two-thirds of one month’s rent ($860.67) for the time the unit was uninhabitable. I’ve been patient and reasonable, but it’s clear that management has ignored multiple opportunities to correct these problems. They failed to maintain the property in a safe, sanitary, and habitable condition, and their lack of response has left me no choice but to take further action.

  Business Response

  Date: 10/14/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience at Sunstone Apartments, particularly the pest activity and noise disruptions you encountered during your residency.
  We’ve contacted the team at Sunstone Apartments in Chapel Hill, along with their leadership, so they can investigate your concerns further. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

  Customer Answer

  Date: 10/14/2025

  I’m filing a complaint regarding Sunstone Apartment Management, located at 208 Connor Dr., Chapel Hill, NC 27514. Since moving into my apartment in late August 2025, I have been experiencing persistent and serious habitability issues, including a constant pest presence (cockroaches, pill bugs, and spiders) and excessive nighttime noise. The outdoor HVAC unit produces loud mechanical noise throughout the night, and heavy impact sounds from the unit above frequently occur between 3:00 a.m. and 5:00 a.m. These conditions have severely affected my ability to rest and use my apartment normally. I have reached out to management several times over the past few weeks, explaining the situation in detail and asking for reasonable maintenance and pest control action. Instead of taking corrective steps, management suggested I move to another unit. That response did not address the actual problems or reflect appropriate accountability. I have provided clear written documentation, photos, and videos showing the ongoing conditions. The lack of follow-up and disregard for repeated complaints demonstrates a pattern of poor management response and inadequate customer care. This reflects a deeper issue in how the company treats residents who raise legitimate maintenance and health concerns. I am submitting this complaint so that Sunstone Apartment Management’s handling of tenant concerns is on record. I remain open to a professional and timely resolution directly with management, but the pattern of inaction so far raises serious questions about their operating standards and resident support practices.

• Initial Complaint

  Date:10/10/2025

  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 husband and I were tenants at Hyde Square Apartments in Bellevue, WA, managed by Greystar Management. We vacated our unit (C220) on August 30, 2025, after completing a full two-year lease. On September 23, 2025, we received a “Final Account Statement” showing charges totaling $8,239.02, including $2,000 for painting and $3,924.78 for carpet replacement, which we dispute.
  
  We did not cause any damage beyond ordinary wear and tear. Greystar’s documentation includes invoices for full replacement of paint and carpet, but does not provide proof that the damage was tenant-caused. Additionally, one item falsely claims “cat urine and pet hair,” even though we did not own or house a pet during our tenancy.
  
  Washington law (RCW 59.18.280) limits landlords from charging tenants for ordinary wear and tear and requires specific documentation to justify any deductions. Greystar’s charges violate these requirements because they are excessive and unsubstantiated.
  
  We requested that the charges for painting and carpet repair be removed and that we pay the amount of $455 for our move out late fee and standard cleaning. But the company has not corrected or substantiated them.

  Business Response

  Date: 10/14/2025

  Hi ********,
  Thank you for sharing your concerns with us. We’re sorry to hear about the issues you've experienced with your final account statement from Hyde Square Apartments, particularly regarding the disputed charges for painting and carpet replacement.
  We’ve contacted the team at Hyde Square, along with their leadership, so they can investigate your concerns in detail. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team