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

• 

  Vista Del Rey Apartments

  6701 Del Rey Ave Las Vegas, NV 89146-9214

• 

  Greystar

  449 Canal St Winter Hill, MA 02145-4347

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  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:06/21/2025

  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.

  Following my move-out on May 14, 2025, I received the final accounting of my security deposit. I am filing this complaint for the following reasons:
  
  1. $25 Returned Payment Fee – Improperly Charged
  On May 17, I used the resident portal (via Plaid, provided by Greystar) to pay my final utility charges. On May 20, I was informed the payment was returned. When I followed up, I was told I should not have had portal access post-move-out — meaning the issue was due to a system error. I acted in good faith and have requested a waiver of this fee multiple times without receiving a definitive response.
  
  2. $200 Cleaning Fee – Disputed
  At move-in, I documented existing dirt and damage via the inspection form — conditions that were never addressed. I have repeatedly asked for a breakdown of the $200 cleaning charge, including vendor receipts or staff labor details as required by California Civil Code §1950.5, but I have not received any documentation.
  
  3. Delayed and Incomplete Communication
  Despite emails sent on June 2, 5, 7, and 16 to both management and the Receivables Department, I have not received a full resolution.
  
  Tim Echiribel acknowledged my concerns and said he would follow up but never did.
  The Receivables Team confirmed receipt on June 9 and assigned Darryl Ryales to my account, yet I’ve received no reply as of June 21.
  Timeline of Key Communication:
  May 29 – June 16: Multiple emails disputing charges
  June 6: Tim said he would follow up — no response since
  June 9: Receivables confirmed receipt, assigned Darryl
  June 16: I followed up again — still no reply
  Resolution Requested:
  Waive the $25 returned payment fee due to system error
  Provide a detailed breakdown of the $200 cleaning charge (vendor invoice or internal labor details)
  A full written response from the Account Specialist or Property Manager
  Refund any unsupported or improperly withheld charges

  Business Response

  Date: 06/23/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the issues you’ve encountered following your move-out from Calypso Apartments and Lofts, particularly regarding the returned payment fee, the cleaning charge, and the lack of follow-up on your inquiries.
  We’ve contacted the team at Calypso Apartments and Lofts, along with their regional leadership, to investigate your concerns and ensure someone follows up with you directly. A Greystar representative will be in touch with you within 10 business days.
  The Greystar Team 
  
  
  
  

• Initial Complaint

  Date:06/20/2025

  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 name is ****** **********, and I’ve been a resident at Exo Reston since 2021 with my wife, ********, and I have been dealing with threats for eviction over the past few months.
  
  We currently live in one of the WDU units and have recently received an eviction notice, citing "failure to meet recertification" as the reason. The leasing office - specifically the manager, Iesha Gill - is claiming that our household income exceeds the 100% AMI limit. However, this is based on an incorrect calculation.
  
  We’ve submitted multiple forms of proof, including pay stubs, W-2s, and even completed the Employment Verification process—which, unfortunately, appears to have been disregarded entirely. Despite our efforts, none of the documentation seems to have been taken into account. We've since escalated the issue to ******* ******’s Planning and Inclusionary Housing Programs Division for mediation.
  
  To our surprise, we found another eviction notice on our door last night, after 7 PM.
  
  Seeking assistance if this issue falls under your scope of work.
  This situation reflects a clear disregard for our rights as tenants and appears to violate the guidelines of the WDU program. The leasing office continues to refuse to work with us and inaccurately claims that our household income is significantly higher than it actually is.

  Business Response

  Date: 06/23/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the difficulties you've been experiencing regarding the recertification process and the recent eviction notices at Exo Reston. We understand how upsetting this situation is and appreciate you taking the time to outline the details.
  We’ve contacted the team at Exo Reston and their leadership so they can investigate the matter further. A Greystar representative will be reaching out to you directly within 10 business days to discuss your concerns in more detail.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/20/2025

  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 have been making complaints for the past 6 months and I just recently had to call the authorities for a consistent noise complaint. I have been told I cant have their high ups contact information

  Business Response

  Date: 06/23/2025

  Hi *******,
  Thank you for reaching out and sharing your concerns. We’re sorry to hear about the ongoing noise issues you’ve been experiencing at Union Heights and understand how stressful and frustrating this has been.
  We’ve contacted the team at Union Heights and their leadership so they can review your concerns and follow up directly. A Greystar representative will be in touch with you within 10 business days to discuss the matter further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/20/2025

  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 charges ILLEGAL fees (painting and flat full cleaning security deposit deductions no matter how spotless the place is, $60-150 monthly "trash/porter" fee, among others) and is undergoing several class action lawsuits for this in California and Colorado. This is in blatant violation of California Civil Code 1950. Beware - the prices are fake.
  
  To spell out the violations:
  - painting is only a legal charge if you damaged the paint beyond normal wear and tear. Greystar charges a painting deduction to ALL tenants unless they have lived there for more than 3 years, even if the paint is spotless
  - a cleaning fee is only allowed as necessary to make the unit as clean as it was when you got it. A flat full cleaning fee, which Greystar charges even if your place is spotless (they'll say there's dust in one spot) is illegal
  - Greystar is being sued for expensive monthly junk trash/porter fees, which other apartments do not charge, to hide their true prices. This violates California's Honest Pricing Act.
  
  A simple Google search will reveal the many lawsuits that are being filed against Greystar for their predatory illegal fees.

  Customer Answer

  Date: 06/20/2025

  The Greystar property was the Garey Building, which I moved out of on May 17, 2025. I've attached the move out statement and invoices, attached. I've also attached the final move-out inspection form which notes no damages and no dirtiness. Greystar charges a painting fee based on length of tenancy, not based on damages, which I dispute as violating California Civil Code 1950. Greystar also charges a full cleaning fee regardless of cleanliness, which also violates California Civil Code 1950. I also believe the monthly trash/porter fees that I've been paying since moving in June 2022 to violate California's Honest Pricing Act. 

  Thanks, *********

  Business Response

  Date: 06/23/2025

  Hi *********,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience following your move-out from the Garey Building, especially regarding the charges and fees you've described. We understand how frustrating this must be, and we appreciate you taking the time to outline your concerns in detail.
  We’ve contacted the team at the Garey Building and their leadership so they can review your concerns and supporting documentation. A Greystar representative will be in touch with you directly within 10 business days to discuss the matter further.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/19/2025

  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 against Avana Chase apt complex in Tucker, GA, owned by Greystar Worldwide, LLC. This is regarding false advertising on their website vs what they are verbally telling applicants.
  On 5/14/25 we applied for an apt paying an app fee of $125 each (myself and my husband).
  On 5/16/25 I logged in to check the app status on their website & saw a list of detailed pricing & the app fee was listed $35 per applicant. Meaning we each paid $90 over the advertised fee.
  I have inquired multiple times why we were overcharged. I have spoken to Atziri, Eilene, & Esther at the leasing office. I contacted the corp office in SC speaking to Grace. I emailed CEO Bob F**** & received an email from Mallory L****. They claim the pricing changed in Jan 2025 & “everything has been updated”
  Today 6/19/25 the chat bot STILL says app fee is $35. Esther said to me over the phone, “I guess the website got missed.” That is not an excuse.
  Per Mallory’s email, “Due to Fair Housing what I do for one I must do for all and that would not be fair to others that have paid the required application fee. You also agreed to pay the $125 when you submitted your payment online.”
  The Fair Housing Act “prohibits discrimination in housing and housing-related activities because of disability, race, sex, color, national origin, religion, or familial status” via **************** It has nothing to do with a company not updating their website pricing and over charging consumers.
  While I “agreed” to pay the $125, I paid in good faith that they were truthful what their fees were. Had ALL their communication been properly updated we wouldn’t be in this situation.
  I am simply asking for $180 to be refunded since I overpaid due to the company’s negligence in properly updating ALL their documentation clarifying the correct fee. To confirm we did sign the lease. I have pics & videos proving what the website said before & after the update.

  Business Response

  Date: 06/20/2025

  Hi *******,
  Thank you for bringing this to our attention. We're sorry to hear about the confusion you encountered regarding the application fee during your leasing process at Avana Chase.
  We’ve contacted the team at Avana Chase and their leadership so they can review your concerns about the fee discrepancy and follow up with you directly. A Greystar representative will be in touch with you within 10 business days.
  Sincerely,
  The Greystar Team

  Customer Answer

  Date: 06/20/2025

  Thank you for your response. However, I do not wish to speak to anyone at the local leasing office regarding this as I've exhausted all efforts with them and haven't gotten anywhere. I respectfully request someone else contact me, NOT Esther or Mallory. Lastly if needed I do have video proof of the website before and after the update. I have also filed complaints with the FTC and AG. Thank you, ******* ****

• Initial Complaint

  Date:06/19/2025

  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.

  Apartment complex Rosemont City previously ran by ***** *********** was brought out my greystar back in 2024. However I renewed my lease in 07/2024. My granddaughter past away in 11/2024 and I inquired about a bigger space 2 bed 2 bad but the requirements did not make sense due to me already being a tenant I reached out to the property manager at the time Mitchel in regards to moving out early and what fees are included. No communication wasn't provided after several emails and left voicemail until finally someone from the office advise I would need to provide a 06 day notice and first months rent which I did. I moved out on 12/31/2024. Still inquiring about any additional fees via email however no response. Unfortunately I am not able to retrieve those emails due to the email address has been closed down and I am unable to retrieve any emails for reference. I provided my receivables account representative the move out document that was provided to me at move out and was advised this does not suffice and I am charged a terminated fee. This is very unprofessional and lack integrity from the company. I was not advised any release form needs to be submitted or returned to the office or all information and fees would have been submitted. STAY AWAY FROM COMPLEXES THAT ARE RAN BY GREYSTAR. CRIMINALS IS WHAT THEY ARE.

  Business Response

  Date: 06/20/2025

  Hello,
  
  Could you please
  provide the  address of the community related to this matter?
  
  Thank you in advance
  for your assistance.

  Customer Answer

  Date: 06/24/2025

  1650 Barnes mill Rd Marietta ga 30062 Apt 2333

  Business Response

  Date: 06/26/2025

  Hi *********,
  Thank you for sharing your concerns with us, and we’re very sorry to hear about the challenges you experienced—especially during such a difficult personal time. We’re sorry that your efforts to coordinate your early move-out from Avana Cityview weren’t met with the clarity and support you needed, and we understand your frustration regarding the billing for lease termination.
  We’ve contacted the team at Avana Cityview along with their leadership so they can look into the matter in more detail. A Greystar representative will be reaching out to you directly within 10 business days to discuss your concerns and next steps.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/19/2025

  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.

  January 14th 11:59 pm is when my lease was up. February 4th I received my move out statement from greystar/Tavera. February 5th I emailed the property(Tavera) and then contacted by phone (which they weren’t answering the phone, kept going straight to voicemail. Mid February I got response and spoke to her over the phone and she basically stated she couldn’t help me. So from there I proceeded to start a dispute letter, requesting invoices, receipts, and pictures of my exact apartment before work was done. I also try to gather evidence or something that could possibly help me since I didn’t take pictures. But I like to record my infant daughter at the time a lot which you can see the carpet in. So I used that but was not able to attach in my dispute letter that I sent March 3rd (Greystar)and again March 9th. March 11th and account specialist was assigned to my case “to help” with my inquiry. Didn’t hear anything back. June 13th get statement balance email so I respond and said I’ve been waiting for someone to contact me but haven’t heard anything. He finally sent what I requested from the letter back in March. I told him I would handle it another way, which is through small claims court. The next day I was sent an email from debt collection.
  •I do have video where I did a quick walk through that wont allow me to attach where you can clearly see the carpet was not stained which is January 10th the day the movers came to collect our things cause we’re military.
  •If I’m not mistaken the carpet life expectancy was up during my time in the apartment and they are trying to charge me for it.
  • also there was barely walking room in that room we had a king size bed, crib and Tv Stand. Didn’t eat in the room and I kept the floor vacuumed.
  •just saw that anything charged over $125 on the itemized statement is supposed to have invoices and receipts attached explaining the charges.
  • I feel like they’re taking advantage because I’m military and I moved out of that state.

  Customer Answer

  Date: 06/24/2025

  I also want to state if this is not resolved through BBB. I will be proceeding with small claims court. 

  Business Response

  Date: 06/24/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration you've experienced regarding your move-out charges and communication delays at Tavera.
  We’ve contacted the team at Tavera, along with their leadership, so they can review the concerns you outlined and ensure a Greystar representative follows up with you directly. Please expect to be contacted within 10 business days.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/17/2025

  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 moved out of my apartment at 21 Gramercy Park Dr., Apt ****, Bryan, TX 77802, in May 2024. I only received $77 from my security deposit and never received a Financial Move-Out Statement or any explanation of the deductions.
  
  During the move-out inspection, I was verbally told by staff that cleaning charges would not exceed $100 and that the carpet was already aged and any replacement would be based on depreciation.
  
  On June 12, 2025, I submitted a formal request via the Greystar *********** website, as well as via email (***********@greystar.com). I received no response.
  
  I am requesting transparency: a copy of my Move-Out Statement, a breakdown of all charges, and documentation regarding any carpet deduction (installation date, depreciation method, etc.).
  
  I am not disputing reasonable charges but believe that the lack of communication and failure to provide proper documentation is unacceptable.

  Business Response

  Date: 06/18/2025

  Hi En-chih,
  Thank you for sharing your concerns with us. We're sorry to hear about the lack of communication following your move-out from 21 Gramercy Park, and we understand how frustrating this experience has been for you.
  We’ve contacted the onsite team and leadership for 21 Gramercy Park to investigate your concerns regarding the move-out charges and documentation. A Greystar representative will reach out to you within the next 10 business days to provide further information and follow up directly.
  Sincerely,
  The Greystar Team

  Business Response

  Date: 06/18/2025

  Hi *******,
  Thank you for sharing your concerns with us. We're sorry to hear about the lack of communication following your move-out from 21 Gramercy Park, and we understand how frustrating this experience has been for you.
  We’ve contacted the onsite team and leadership for 21 Gramercy Park to investigate your concerns regarding the move-out charges and documentation. A Greystar representative will reach out to you within the next 10 business days to provide further information and follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/17/2025

  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 Reserve at Westcott in January 2025. I still have not received my refund. I have called multiple times since my move out. They told me 2 separate times that they were going to send it out but it got lost in the mail. During this time I asked if they could just write me a new check and I would come pick it up. They told me know I couldn’t do that because the checks came from corporate. Then they said that they found it and it was in my previous mailbox. I called them as I was on my way to come and get the check they told me that they couldn’t find it and would have to contact someone at the main office to locate it. Someone called later and said that they located the check. I asked them to send it over and I storage not received it.

  Business Response

  Date: 06/18/2025

  Hi ******,
  Thank you for reaching out and letting us know what’s been going on. We’re sorry to hear about the ongoing delay in receiving your refund after moving out of The Reserve at Westcott.
  We’ve contacted the appropriate teams and leadership to investigate the issue and ensure someone from Greystar follows up with you directly. A representative will reach out to you within the next 10 business days to help resolve this matter.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:06/17/2025

  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 applied for apartment at Broadstone 3118 County Rd 172 Austin Tx 78728 I verbally disclosed what was on my criminal back ground prior to paying the fee Richard told me that they only go 2 yrs back I should proceed with application he sent the link for me and my husband to complete toltalling 150.00 dollars shortly after applying I was denied wish is dis honest and misleading . I be.ieve they acted in bad faith and had no intention of approving me once they saw they saw my record not to mention fraud alart has been lifted so how could they deny due to my credit when it wasn’t viewed should say credit freezes in requesting a refund

  Business Response

  Date: 06/18/2025

  Hi *******,
  Thank you for taking the time to share your concerns. We’re sorry to hear about your experience during the application process at Broadstone and the confusion regarding the background review and credit evaluation.
  We’ve reached out to the appropriate teams and leadership to review what occurred and to ensure someone from Greystar contacts you. A representative will follow up with you directly within 10 business days to discuss your concerns.
  Sincerely,
  The Greystar Team