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 Property Management

  4205 E 10th Ave Denver, CO 80220-3777

• 

  The Standard

  6811 E Main St Scottsdale, AZ 85251-4359

• 

  Maxwell on 66th

  6611 E Mayo Blvd Phoenix, AZ 85054-4507

• 

  Destinations Alexander

  3949 W Alexander Rd North Las Vegas, NV 89032-2906

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:08/12/2025

  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.

  Urgent: Graystar Denied Housing Despite My Full Compliance & Known Risk of Homelessness
  
  
  Complaint:
  I applied for an apartment managed by Graystar and followed every instruction I was given, yet I was denied the unit without any proper explanation. This was done despite the management team being fully aware that I could face homelessness if I do not secure housing soon.
  
  Before leaving for her two-week vacation, the assistant property manager, Cecily M******** (CeCe), told me exactly what steps I needed to take to get the apartment. I followed every single one of those steps. When she returned, she dismissed my situation by saying there was “only so much she could do.” This was not only unprofessional but also unacceptable, especially given my compliance with her instructions.
  
  When I later called Kylie in the leasing department, she acknowledged that Dan had already done the inspection. However, she placed me on hold for approximately 20 minutes, returned briefly, and then placed me on hold again. It was clear from her tone and hesitation that she had not been informed by the property manager about the decision to deny me the apartment. This lack of internal communication is unacceptable.
  
  Both Cecily M******** (CeCe) and the property manager knew my urgent housing situation but still chose to handle it with disregard and a lack of transparency. My research into BBB complaints and consumer boards shows that Graystar often fails to follow up directly with customers unless a formal complaint is filed—which is why I am filing this now.
  
  I am requesting that Graystar immediately review my case, provide a specific and documented explanation for my denial, and take accountability for the poor handling of my application. I further request they take corrective action to help me secure housing as originally discussed.
  
  This is a time-sensitive matter. I expect a prompt and direct resolution—any delays or vague responses will only confirm the validity of my concerns.

  Business Response

  Date: 08/12/2025

  Dear Ms. *********,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience during the application process at Haven on Long Grove, particularly given the urgency of your housing needs.
  We’ve contacted the team at Haven on Long Grove along with their leadership so they can investigate what occurred. A Greystar representative will follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/11/2025

  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.

  Dear Greystar Management,
  
  I am formally filing a complaint regarding the mishandling of my lease termination at Campus of Life (San Diego, CA 92131) and the unprofessional conduct of your staff member, Ms. Brianna T*********.
  
  My lease was set to end 10/01/2025, but I arranged to end it early on 06/30/2025, agreeing to pay the early termination fee (two months’ rent). On 06/24/2025, I attempted to pay, but my online account was closed. The on-site manager told me not to worry, promised no late fees, and advised me to wait for the final statement.
  
  After weeks of delays and repeated follow-ups, I received the final statement on 07/03/2025 for $4,953.43 (including my deposit deduction) — with no payment instructions. Every time I called for guidance, I was told to “wait” and reassured there would be no penalties.
  
  On 08/11/2025, Ms. T********* told me I now owed $9,141.88 for “late payment,” despite the delay being entirely caused by Greystar. She raised her voice, repeatedly hung up on me, told me she “didn’t care,” and even taunted me to “go ahead and file a complaint.” Her behavior was deeply unprofessional and left my wife in tears.
  
  I am requesting:
  
  Removal of all late fees and extra charges caused by Greystar’s delay.
  A written apology from Greystar and Ms. T*********.
  Clear, immediate instructions for resolving this balance.
  Please confirm receipt and respond promptly.
  Sincerely,
  *** **
  ###-###-####

  Business Response

  Date: 08/12/2025

  Dear ***,
  Thank you for bringing your concerns to our attention. We're sorry to hear about your experience related to the lease termination and billing process at Ascent at Campus of Life, including your interactions with the onsite team.
  We’ve contacted the team at Ascent at Campus of Life and escalated your concerns to property leadership so they can investigate the situation in full. A Greystar representative will be in touch with you within 10 business days to follow up directly.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/11/2025

  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.

  March 25, 2025, I moved out of my apartment located at Legacy at Fitz, Aurora, CO. This property is part of the Greystar Company , and it has not returned my accurate deposit refund after 5 months, 6+ emails, and uncounted phone calls to Greystar and Legacy at Fitz Apartment Complex located in Aurora, CO. They said they would correct the amount (we dispute that I moved out on 3/25/25 they said I moved out 3/26/25) by canceling the (inaccurate) check and reissue a new check that should have been received by July 19, 2025 (per discussion with Property Management on June 19, 2025). I have not received a valid check for my full move out deposit that accurately reflects the amount I am owed.

  Business Response

  Date: 08/12/2025

  Hi *********,
  Thank you for sharing your concerns with us, and we're very sorry to hear about the issues you've experienced with your deposit refund after moving out of Legacy at Fitz.
  We’ve contacted the onsite team and property leadership at Legacy at Fitz so they can investigate your concerns further. A Greystar representative will follow up with you directly within 10 business days.
  The Greystar Team

• Initial Complaint

  Date:08/10/2025

  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 applied to live at a greystar owned property by the name of Yardly Town Center located in Anna, TX on 07/25/2025. Me and my co-applicant each paid the required $75 application fee and $200 admin fee upfront. We were denied by the property on 07/26/2025 and advised that it takes 1 week for corporate to process a refund check for the refundable $200 admin fee. It’s been 2 weeks and still no sign of the check in the mail. I was told it would be mailed to the address used on the initial application and to reach out if we did not receive it by the end of this past week. I’ve sent multiple emails to the assistant managers personal work email and the leasing property email requesting an update regarding the matter, or to just provide me with additional contact information for corporate so that we may get back what we are owed from the property. I have received no response. In addition, we were told that as long as we had good rental history, made 3X the rent, and cleared criminal background checks that the chances of us being approved would be a sure thing. Clearly, they draw people in with “specials” regarding the application and admin fees being applied to move-in costs due upon approval to get as many people to apply as possible and keep the fees they paid for themselves! At this point, we should be given back all the money that we paid for with the application to this property! Absolutely unprofessional and uncommunicative property management company and I wouldn’t recommend anyone to apply to any of their locations ever. Don’t fall for it like we did.

  Business Response

  Date: 08/12/2025

  Hi ******,
  Thank you for sharing your concerns with us. We're sorry to hear about the delay in receiving your refund after your application was denied at Yardly Town Center in Anna, TX, and we understand your frustration regarding the lack of communication you've experienced.
  We’ve contacted the team at Yardly Town Center and their leadership so they can look into this matter further. A Greystar representative will be in touch with you within 10 business days to provide a follow-up.
  The Greystar Team

• Initial Complaint

  Date:08/09/2025

  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 current resident at Bridgeport Apartments in Raleigh, NC, requesting to be released from my lease effective September 5, 2025, without penalty due to serious security breaches and lease violations.
  
  On August 4, 2025, while I was not home, maintenance personnel entered my private balcony without prior notice, consent, or emergency justification. They did not enter through the door but used a ladder outside the balcony, with no written or oral notice before or after entry. Upon returning, I saw ladder prints and found the apartment-installed fence dismantled and damaged. My personal property—including fencing, lighting, potted plants, and furniture—was moved and damaged. I checked all Ring cameras on the front door, but no footage was captured as entry was via the balcony on the third floor.
  
  According to my lease, Paragraph 23 (“Release of Resident”) states I cannot be released unless entitled under specific provisions or applicable law. Paragraph 29 (“When We May Enter”) limits landlord entry to reasonable times and purposes, requiring written notice after entry if no one is home.
  
  These lease terms were violated when maintenance entered without notice, did not use the front door, and caused damage. This was not an emergency, breaching my rights and the lease terms.
  
  I checked resident portals and emails and received no notification about the alleged construction or entries. I requested to be released from the lease without penalty, but management declined and insisted on enforcing the lease break fee, citing scheduled construction as justification.
  
  Under North Carolina law, including N.C. Gen. Stat. § 42-59.1, tenants have a right to peaceful, safe, and quiet enjoyment of their homes. The landlord’s unauthorized entries and lack of notice violate these rights and the lease. I have lost trust and am justified in terminating without penalty.
  
  I request written confirmation that my lease will end on September 5, 2025, with no fees or charges beyond that date.

  Business Response

  Date: 08/12/2025

  Hi ****,
  Thank you for bringing this to our attention. We're sorry to hear about your experience at Bridgeport Apartments, particularly regarding the reported unauthorized maintenance entry and resulting damage. We understand how concerning this must have been.
  We’ve contacted the team at Bridgeport Apartments and their leadership to investigate the situation further. A Greystar representative will follow up with you within 10 business days to discuss your request for early lease termination and address your concerns.
  The Greystar Team

  Customer Answer

  Date: 08/13/2025

  Following my earlier complaint, I wanted to update you on the response I received from the Bridgeport Apartments property manager, Emily Martin.

  She informed me that she has received approval to waive my lease break fee, but stated that I would still be required to provide a 60-day notice under the lease, which she is backdating to August 5, 2025. This would set my official move-out date to October 6, 2025.

   

  As I have already stated in my communications to both Ms. Martin and Greystar, my legal termination date remains September 5, 2025, due to serious lease violations, including an unlawful entry by maintenance staff. Under North Carolina landlord-tenant law, these violations permit termination without the standard 60-day notice requirement. My August 5 notice already provides 30 days’ notice, which exceeds my legal obligation in this situation. I am requesting corporate confirmation that my lease will end September 5, 2025, with no rent or fees assessed after that date with no lease break fee.

  Their response does not solve my complaint. Please reach out to them again for response, thank you.

  Customer Answer

  Date: 08/15/2025

  Hi,
  Thank you for your help and responses.
  

  I would like to update the BBB that this complaint has been resolved by further communication with the Bridgeport Apartment and Greystar management.
  If possible, I would like to retract the complaint.
  
  Thank you for your time,
  Gina Morrison

  
  

• Initial Complaint

  Date:08/09/2025

  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 live at Finisterra Apartments which are owned now by Greystar. On August 7th, we received at email at 2:41pm that stated the following, “Effective immediately, parking permits are now required for all residents within the community.” , “All vehicles parked at Finisterra Apartments, whether in open or covered spaces, assigned or unassigned, without a valid parking permit, will be towed immediately at the owner's expense.” I work a 9-5 job, so by the time I got to the office on Aug 7 it was 5:50pm. The office closes at 6pm. I joined the long line of other residents also trying to get their parking permits. No where in the email does it say when this needs to be done by. It says “Effective Immediately” and then threatens that your car will be towed if you don’t have the permit. I waited in line and was in line before the office closed. At around 6:10pm the man that works in the office told me and other people in line that we had to leave because they were closed and would have to do it a different day. Awful customer service. The email says we can only get the permit from the office 9-5 Monday-Friday. I work 9-5 Monday through Friday and cannot call off work to get this permit. I called the office 8/8 while I was at work and talked to Jazmine who said I could maybe come before they closed or on Saturday she would have 5 passes to give out. I tried to go after work that day, but again the man at the office said I couldn’t get it because it was after 5pm. I went this morning on 8/9 to try and get a parking permit and was told by Jazmine that their office manager, Lucy, decided that she would not allow them to give out passes on Saturday. I have called the corporate office three times and no answer. I have emailed the office at the apartment three times and no answer. I have tried 3 times to get a parking pass for both my cars and they won’t give me it. I cannot call into work to get a parking pass. I have patients that schedule to see me 3 months in advance.

  Business Response

  Date: 08/12/2025

  Dear *******,
  Thank you for sharing your concerns with us. We're very sorry to hear about the difficulty you’ve had obtaining your parking permits at Finisterra Apartments, especially given the abrupt timing and limited office availability.
  We’ve contacted the team at Finisterra Apartments along with their leadership so they can review the matter and follow up with you directly. A Greystar representative will reach out within 10 business days to discuss your concerns further.
  Thank you again for bringing this to our attention.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/07/2025

  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.

  Before submitting this formal complaint, I read the other comments regarding this agency, and I too have experienced all of the same instances of mishandling. Me being a 3 year resident with consistent on time payments did not make a difference. I have been terribly mistreated and even plotted on by the management agency. Excessive fees, ignoring many of my maintenance requests, staff being cruel and disrespectful. I'm not even sure where to start or stop with all of the issues.
  
  I accepted an apartment "as-is" for deficiencies of the previous tenant including a broken cooktop which is clearly a fire hazard. By accepting, I was not liable and it was agreed on by both parties. There was a staff change and all of a sudden the charges are assessed again? This is unacceptable, unjust and probably illegal. I am currently renting another apartment in the complex and it seems like a pattern of mistreating tenants nationwide. There is also a class action lawsuit pending with Greystar in different states.
  
  I truly hope something will be done about this, because people can’t continuously be treated this way by one agency, when we are all just doing what we can.

  Customer Answer

  Date: 08/08/2025

  Good morning Daniel,

  My sincerest apologies for any inconvenience caused on my account. The Greystar property referenced in this complaint can be seen below:

  Broadstone on Trinity
  1701 Rogers Road
  Fort Worth, TX 76107

  If you should need anything else from me, please let me know, I would be happy to help. Thank you and I  hope you have a wonderful weekend. 
  

  Warm Regards
  ***** *******

  Business Response

  Date: 08/08/2025

  Hi *****,
  Thank you for sharing your concerns with us. We’re sorry to hear about the issues you’ve experienced at Broadstone on Trinity, especially regarding your apartment condition, billing, and interactions with the team.
  We’ve contacted the onsite team and their leadership so they can review the situation and have a Greystar representative follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/07/2025

  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 want to rent from this place with a section 8 voucher and they are not following the law SB 267 you cannot go by credit score with a voucher you have to go by the voucher and I want them to follow the law

  Business Response

  Date: 08/08/2025

  Hi *******,
  Thank you for sharing your concerns with us. We’re sorry to hear about your experience while trying to apply at Park East in Los Angeles.
  We’ve contacted the onsite team and their leadership so they can review your concerns regarding SB 267 and have a Greystar representative follow up with you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/07/2025

  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 current resident in the Asher community of Fremont California. I experienced a severe breach of security and would like to terminate the lease immediately without buy-out fee.
  
  While I was away in July 2025, the apartment's maintenance team entered my unit for a fire alarm inspection. On July 13th, a key was discovered left in the exterior door lock. A torn fire inspection notice was also on the floor. The fire inspection was scheduled for Tuesday, Wednesday, or Thursday of that week, meaning the key was left exposed in my door for at least 4 days.
  
  Requirement:
  I am requesting to be released from my lease agreement without penalty.
  1. Egregious Negligence: Leaving key in the door is a severe security lapse that put my personal safety and belongings at extreme risk, making the premises unsafe and therefore "uninhabitable" in a broader sense.
  2. Loss of Trust: This incident fundamentally undermines my ability to feel safe and secure in my own home. It's difficult to continue a tenancy when I can't trust the landlord.
  3. Community's Lack of Awareness: The fact that no one noticed the missing key for nearly 2 weeks highlights a severe lack of proper procedure and oversight on the community's part.
  
  Key Legal Principles:
  1. Breach of Quiet Enjoyment
  2. Negligence and Security(California Civil Code sections, such as 1941.3.)
  3. Landlord Entry Rules (California Civil Code 1954): The fact that the fire inspection notice was "torn apart on the floor" and the key was found on a Sunday could indicate a violation.
  
  I tried to contact with community team but it was extremely difficult to communicate with regarding this serious issue. They has sent repetitiveemails to decline my requirement.
  they has also made statements like: "Are you going to end the lease every time it happens? I have seen many of those incidents happened."
  
  Due to this severe breach of security, the resulting loss of trust, I am requesting to be released from my lease agreement without penalty.

  Business Response

  Date: 08/08/2025

  Hi **,
  Thank you for sharing your concerns with us. We’re very sorry to hear about the security issue you experienced at The Asher, and we understand how distressing that must have been.
  We’ve contacted the onsite team and their leadership to investigate this situation further and ensure a Greystar representative reaches out to you directly within 10 business days.
  Sincerely,
  The Greystar Team

• Initial Complaint

  Date:08/07/2025

  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 at Santal Apartment complex in Thousand Oaks California from March 2023- August 2024. We were billed for a charge that is completely false. We were charge after we moved out of the apartment an extra day. We were unable to turn in our keys to the office due to the office being closed due to a water leak at the time and we held onto the apartment keys until the following day when the office opened back up. The manager refused to waive the fee even though we did not stay in the apartment an extra day. This extra charge is unethical and i'm requesting for this to be fixed,

  Business Response

  Date: 08/07/2025

  Hi *****,
  Thank you for sharing your concerns with us. We're sorry to hear about the frustration regarding the additional charge after your move-out from Santal Thousand Oaks. We understand how situations like this can be frustrating, especially when unexpected office closures affect the return of keys.
  We’ve contacted the local team at Santal Thousand Oaks, along with their leadership, to investigate this matter further. A Greystar representative will reach out to you directly within 10 business days to follow up on your concern.
  Sincerely,
  The Greystar Team