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

• 

  Mason

  101 Mill Rd Everett, MA 02149-3049

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  Greystar

  1408 N Central Ave Avondale, AZ 85323

• 

  Greystar

  1818 S State College Blvd Anaheim, CA 92806

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:01/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 submitted the necessary paperwork to Greystar regarding my lease termination and have not received a response.
  
  Their accounts receivable team contacted me at an unauthorized number, provided conflicting information stating he was my billing specialist, and I’m not sure it was a valid call as he did not follow through as he stated he would.
  
  The apartment was subleased without my knowledge, please see attached voicemail transcription statement from Greystar.
  
  I told the person who stated they were a rep that I never received a response from their office and they have not provided me with a response as to how they got an unauthorized number.
  
  They state that I owe a balance that I do not owe and have not responded to any of the documentation I provided. I am being harassed by their accounts receivable team now and am not sure how they contacted me at an unauthorized number.

  Business Response

  Date: 01/22/2024

  Dear Ms. *********,
  
  Could you please specify which apartment complex your concerns are related to?
  
  Best regards,

  The Greystar Team

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Looking for my refund from Fountains at Forestwood Apartments. The approved amount of $1947.87 has yet to be paid ! Promised by management to receive first week of January 2024 and is causing me financial hardship

  Business Response

  Date: 01/22/2024

  Dear Mr. ****** *******,

   

  We hope this message finds you well. We understand your concerns regarding the delay in receiving your refund and we want to provide you with a comprehensive update on the situation.

   

  Since January 8, 2024, we have been in regular contact with our accounting team to understand the delay in processing your approved refund in Yardi. Initially, there was uncertainty about the payable being available for commitment, but it was anticipated to be resolved and processed via Transcard within that week.

   

  Upon further follow-up on January 16 and encountering your understandable inquiry about the status of the refund, it became apparent that there was confusion as to why the payment had not been dispatched despite appearing approved in our system. This prompted an immediate request for additional information from our Accounts Payable department.

   

  On January 22, 2024, upon the manager's return to the office, it was brought to our attention that a discrepancy in the amount, specifically an erroneous $15.00 charge for Renters Insurance, was causing issues with the refund process. This was a complete oversight, and we took immediate action to rectify it by reuploading the Final Account Statement (FAS) with the correct information.

   

  We want to sincerely apologize for the delay and any inconvenience this has caused you, especially as it was compounded by the manager's absence from the office last week. However, we have been assured by our accounting department that the payment will be processed this week.

   

  We have also taken the step to personally reach out to you via email to ensure you are kept informed of these developments.

   

  We hope this explanation provides clarity on the situation and the steps being taken to expedite the resolution of your refund. Please feel free to reach out if you have any further questions or need additional information.

   

  Best regards,

   

  The Greystar Team

  Customer Answer

  Date: 01/26/2024

  I read the response and if I receive full refund prior to 2/1/2024 it will be acceptable. I do not want to close this complaint until then. 
  thanks

• Initial Complaint

  Date:01/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Broadway management overbills, fails to provide accurate accounting of payments, breach of lease concessions. They do not pick up trash from apartments two days a week, leading to trash throughout the building hallways affecting the habitability of the space.

  Business Response

  Date: 01/31/2024

  Dear ******* *******,
  

  We are reaching out to provide clarity and address the concerns you have raised regarding your account balance and related matters.
  
  Our records indicate that your first inquiry about the balance was in August 2023 during an in-person conversation with the community Assistant Manager, in which we also assisted. The confusion seemed to stem from the details of your concession and the amortized rent as outlined in your welcome letter. It was clarified at that time that the balance due arose because the amortized or net effective monthly payment schedule was not followed as per the terms, resulting in the exhaustion of your concession.
  
  As a courtesy, a full breakdown of your ledger was provided, along with the catch-up payment amount needed for you to continue amortizing your rent. This amount, as detailed in your welcome letter, includes $2134 plus parking and utilities. While you did submit the catch-up payment, the subsequent absence of a payment in October led to the concession being exhausted again. This issue and its solution have been consistently communicated over a dozen emails.
  
  Recently, our Assistant Community Manager provided you with the updated catch-up payment amount, which remains unpaid and contributes to the current balance on your account. Kim has reviewed your ledger and provided written confirmation that the charges are correct, the concession posted matches the terms of your lease, and there has been no breach in the contract.
  
  Regarding the valet trash service, it's important to note that it was initially a 5-day-a-week service but was temporarily increased to 7 days during the COVID-19 pandemic. The service has since reverted to its original 5-day schedule, a change that was communicated to all residents in a written 30-day notice. Additionally, the loading dock doors are unlocked, granting residents access for trash, recycling, or compost disposal on non-pick-up days.
  
  We understand the importance of maintaining a clean and pleasant living environment. To reassure you of our commitment to this, we have included a picture of the hallway outside your apartment, demonstrating the cleanliness and the effective management of trash in the area.
  
  We hope this message addresses your concerns comprehensively. Please let us know if there's anything else you need or if there are other issues we can assist you with.
  
  Warm regards,
  
  The Greystar Team

• Initial Complaint

  Date:01/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 had lived 10500 at Fountain lake Apartments apt.924 stafford/tx 77477 nearly 2.5 years and I moved out November 2022. Before I moved out I paid my balance at the management office. I got a letter 12/5/2022 that I had a balance $123.55. I paid this balance with a cashier check on 12/15/2022 (ACCT#********). i recently had a message from GENESIS. I went to the leasing office at Stafford several times only the blond lady helped me but I did not like the behaviour of the the other black lady. I paid this balance on time as soon as I got the letter to my new adress. Why are the people working there do not do their job appropriately. I added the the letter I got on 12/5/2022 and cashier check dated 12/15/2022 and the letter i got on 01/18/2024 shows I have zero balance.
  Please solve this issue.
  I lost my trust about your company

  Business Response

  Date: 01/22/2024

  Dear Mr. *******,

  We have taken note of your concerns regarding the balance inquiries and your experience with our staff. To address this matter promptly, we have contacted the collection agency and requested that they close your file immediately.

   

  Thank you,

  The Greystar Team

• Initial Complaint

  Date:01/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 Alexan August 2021. A month later we received a move out charges bill for $937.64! They deducted our security deposit of $500 and there was an outstanding balance of $362.29. Rent, utilities, garage/parking/storage make sense because we agreed on us staying a few extra days and that we would pay for that, totaling 416.81, which is why we didn’t ask for our security deposit back. However, there were charges for cleaning, carpet, and painting totaling $520.83! My husband and I both reached out to Greystar management back in October 2021 for an itemized invoice and proof of the charges (attached). They never sent us any move out statement or photos, or notify us of any damage, and DIDN'T even respond. We continued to follow up to resolve this in November and December 2021 (attached) and there was no response. We Two years later, October 2023, I received an email from Genesis for an "outstanding debt" from ALX! In December, I sent multiple emails to management with no response.
  
  Had they responded and sent me proof of the charges, I would have settled this back in 2021. Since they never responded and sent me two collections 2 years later, affecting both my husband and I's credit scores, I want my name removed from any negative repercussion to my credit score and a billing adjustment to zero for the remaining $362.29.
  
  If these are standard charges, they should have been disclosed in the lease and they weren’t. We took great care of the place and it was normal wear and tear. We were good tenants and never missed a payment, despite amenities being closed for almost the entire time we lived there.

  Business Response

  Date: 01/31/2024

  Dear ***** *******,
  
  We are writing to inform you of the recent developments regarding your account with us.
  
  After a thorough review and in consideration of the circumstances, we have decided to settle the remaining balance on your account. We are pleased to let you know that your account will be closed with a $0.00 balance, reflecting our decision to resolve this matter in good faith.
  
  We trust that this resolution is satisfactory and demonstrates our commitment to fair and understanding customer service. Should you have any further questions or need additional clarification, please do not hesitate to contact us.
  
  Thank you for your patience and understanding throughout this process. We value your relationship with us and look forward to serving you in the future should the need arise.
  
  Warm regards,
  
  The Greystar Team

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 on this property for around two years around 2020-2022. When we moved in there were obvious signs that the apartment was not brand new. As we proceeded down the itemized damages report, they implied that any damages we saw were just from wear and tear from past tenants. When we left the unit we were not given a walk through as indicated in our lease. There were some damages from normal wear and tear as well as some damage to one of the window blinds from my dog, but apartment was left in living fashion. We did forget some belongings that I was willing to pay a trash out fee. We were given a 1700 dollar non itemized fee the next day, that would indicate that the unit was left in a state of destitute, when I disputed I was told they would be sending an itemized report later. Several months later we received said report that included things we were not liable under normal wear and tear. I voiced my concern and stated I would pay for some damages but not everything and heard no reply. The leasing company then sent me to collections where I was forced to cover 1900 dollars in cost, the majority of which I was not responsible for. I sincerely believe that this complex has a predatory system of charging tenants for things they are not responsible for. Our security deposit was 100 dollars thus they were able to charge us so much after the fact. I've tried multiple times to reach higher management and either did not hear back or was told that the account was already handed off to the debt collection agency. From what I have seen, many people have had similar issues with the company and this specific complex. I acknowledge that I am responsible for some of the costs therefore I am requesting a refund of only 695 dollars for repairs and a paint job I was not responsible for. I have attached my lease, the itemized repairs list, and the receipt for the 1900 I paid to Genesis, the debt collection agency.

  Business Response

  Date: 01/23/2024

  Dear Mr. *********,
  
  We appreciate your patience and understand your concerns regarding the charges incurred upon your move-out. We want to ensure that we address this matter with the attention it deserves. Our team is currently reviewing your account in detail. We aim to provide you with a final update by the end of this week.
  
  Thank you for bringing this to our attention.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received move out charges from Greystar by email (they did not even mail it to our new address). We have been trying to get in contact with a representative since August and no answer either by email nor phone, even after leaving numerous voicemails. We are fine with paying their cleaning fees, full painting and carpet replacement (even though conditions were pristine) but we are being charged $325 for trash removal (13 bags ???) . We have a video of how we left the unit and there was no furniture or items left behind and the unit was thoroughly cleaned for us to be charged $325 without reason or evidence as to why the need to use 13 bags in the first place when they are already charging enough fees on "cleaning". We have been trying to get in contact to dispute those charges or receive evidence, and again, no answer from Greystar. Now we are not even able to access our account or pay balance online unless we call but no one is answering nor returning calls???

  Business Response

  Date: 01/22/2024

  Dear Ms. ****,
  
  We appreciate your patience and understand your concerns regarding the move-out charges. After reviewing your case, we have attached photos evidencing the condition of the apartment post-move-out. Contrary to the pristine condition mentioned, our records and the attached photos indicate that the apartment required extensive cleaning, full painting, and carpet and pad replacement due to the condition in which it was left, including a foul odor and multiple items left behind.
  
  Items such as a mop, mop bucket, a chair, a bathroom drawer full of items, dishes, shoes, and other miscellaneous items were found and documented by our service team. While the initial estimate was for the removal of 13 bags of trash, we acknowledge your concerns and are willing to reduce this charge, negotiating it down to 6 bags.
  
  We would also like to address the communication issues you mentioned. According to our records, we have not received any communication from you since your move-out date on 6/30/2023. We have thoroughly checked our voicemails and emails but have not found any messages from you during this period.
  
  We are committed to resolving this matter amicably and transparently. Please review the attached photos and let us know your thoughts. We are here to discuss this further and reach a satisfactory conclusion for both parties.
  
  Thank you for your attention to this matter, and we look forward to your response.
  
  Warm regards,
  
  The Greystar Team

  Customer Answer

  Date: 01/22/2024

  I also wanted to ask if it's possible for Greystar does payment plans , I forgot to add this on my previous message. 

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Avana Almaden charged me for cleaning/repair fees without following any proper legal steps to prove it's my responsibility
  1) They didn't perform the move-out inspection I requested.
  2) They didn't provide notice damages and therefore didn't give me a chance to repair.
  3) They didn't provide an invoice within 21 days.
  4) The damage/cleaning fees are over $125 and they haven't provided receipts/backup.
  
  They reported the disputed debt to a credit bureau and it's now affecting my credit. They're consuming a lot of my time and causing distress to have to deal with this, all because they think they can get away with this.
  
  From other reviews I've read online about GS Avana Almaden, I'm not the only tenant they've taken advantage of by charging fake cleaning/repair fees. I had disputed the charges via phone call on 11/22/23 with Avana Almaden’s property manager Dylan H**** and he stated that they could charge for cleaning fees per contract. However, the contract states they can charge for cleaning fees to “return the unit to the same level of cleanliness it was in at the inception of te*****”, which I have photo evidence that I left the apartment in good standing. The property manager also stated that they charge cleaning and repair fees all the time and that I got a good deal based on the amount I owed. He did not seem to care that legally, they did not follow proper procedures and acknowledged they did not reply back to my move-out inspection requests or my questions about the invoice in 2021.
  
  All in all, GS Avana Almaden is a terrible business and something should be done because they continue to take advantage of people who may not know they’re not legally required to pay for these fake cleaning fees and that legally their landlord has to follow proper steps to claim these costs. I'm also sure there are many people who just pay the money or let it go because it’s not worth the time, but GS Avana Almaden is WRONG in doing this and should not get away with it.

  Business Response

  Date: 01/17/2024

  Dear ***** ********,
  
  We hope this message finds you well. We acknowledge your concerns regarding the charges related to your move-out and want to assure you that we are committed to addressing your concerns transparently and fairly.
  
  In line with our Standard Operating Procedures, all post-move-out balances are managed by our receivables department. This team serves as an intermediary to handle disputes and ensure that all charges are accurate and justified. When you reached out to us previously regarding your account, we directed you to our receivables department as they are best equipped to handle these types of inquiries and disputes.
  
  After a thorough review of your account, your current balance reflects the deduction of your deposit from the overall amount due. It includes 5 days of unpaid rent and final utility charges incurred during your stay. We have reassessed the charges on your account and agree to remove the cleaning and paint fees. However, the remaining balance for the final rent and utility charges still stands. After adjusting for the cleaning fees, your account shows a balance due of $80.97.
  
  We hope this clarifies the situation and demonstrates our commitment to a fair resolution.
  
  Best regards,
  
  The Greystar Team

  Customer Answer

  Date: 01/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  While I appreciate the revision to the outstanding balance to the correct amount of $80.97, I did not see any response to fixing my damaged credit because they reported me to the credit bureau for WRONG debt amount.

  I will accept the resolution once 1) I see confirmation/proof that amount is corrected with Genesis, the debt collectors and 2) the claims submitted to the credit bureau for both myself and ****** ****** is removed and our credit is back to its previous score.

  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 01/25/2024

  Dear Ms. ********,
  
  We wanted to reach out and provide you with an update regarding the adjustments to your account.
  
  We are currently in the process of making the necessary adjustments. Once these are complete, we will promptly send you the revised accounting statement. This updated statement will also be forwarded to the collection agency to ensure all records are accurate and up-to-date.
  
  Upon the completion of these adjustments and once the balance is fully settled, your credit score should automatically reflect these changes and return to normal.
  
  We appreciate your patience as we work to resolve this matter efficiently. If you have any further questions or need additional information, please feel free to contact us.
  
  Best Regards,
  
  The Greystar Team

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 writing to express my extreme dissatisfaction and frustration regarding the lack of snow plowing services for the past five days. Despite multiple calls made to various numbers, answering services, and after-hours emergency lines, my pleas for assistance have gone unanswered.
  
  The situation has escalated to a point where my vehicle is stuck, and the temperature, with wind chill, has reached a dangerous -31 degrees. Numerous residents, including myself, have experienced difficulties navigating the solid ice created by snow drifts/banks, leading to damaged cars and hazardous conditions.
  I have spoken to at least ten individuals, all of whom assured me that my concern would be addressed promptly. However, five days have passed, and not only have I received no callbacks, but no action has been taken to plow the area. This level of disregard is not only disrespectful but also poses serious health and safety risks. The inability to access emergency services due to impassable driveways and sidewalk is a genuine concern.
  This situation has not only caused me to miss work but has also highlighted a lack of consideration for the well-being of the residents.

  Business Response

  Date: 01/16/2024

  Dear ****** *,
  
  The Regional Property Manager has spoken with our Service Supervisor and want to update you that a vendor is currently on-site clearing the snow from the community. Regrettably, they didn't have the crew available over the weekend to complete this task. We understand the severity of this issue and are actively looking into the use of additional or alternative vendors in the future to avoid such delays. We appreciate your patience and are committed to resolving this matter promptly.
  
  Best regards,
  
  The Greystar Team

  Business Response

  Date: 01/16/2024

  Dear ****** *,
  
  The Regional Property Manager has spoken with our Service Supervisor and want to update you that a vendor is currently on-site clearing the snow from the community. Regrettably, they didn't have the crew available over the weekend to complete this task. We understand the severity of this issue and are actively looking into the use of additional or alternative vendors in the future to avoid such delays. We appreciate your patience and are committed to resolving this matter promptly.
  
  Best regards,
  
  The Greystar Team

• Initial Complaint

  Date:01/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 would NEVER give my money to Broadstone Olivine or Greystar or any of their other properties ever again. The unprofessionalism and mismanagement was not worth if for this "luxury" apartment.
  
  Although we enjoyed the amenities and conveniences for the 14 months that we lived there, I would never recommend this apartment complex due to the incompetence of staff and mismanagement of the property.
  
  The garage entrance was constantly broken. In the winter, the sidewalks on the property were pure sheets of ice. Emails from management were full of grammatical and spelling errors. When we would reach out to management with a question or issue, they would take a very long time to respond to us, or never respond at all.
  
  The "final straw" for us was that they miscalculated our final move-out statement. After many emails back and forth with them requesting that they re-evaluate their charges and send us part of our deposit back, instead of charging us... they stopped communicating with us and sent the charge to a collections agency.

  Business Response

  Date: 01/17/2024

  Dear Ms. *******,
  
  We acknowledge your dissatisfaction and regret that your experience at Olivine did not meet your expectations. Your tenure coincided with the initial lease-up phase, and we understand there were challenges, notably the garage gate which was out of operation for an extended period due to the significant unforeseen expense and the time required for repairs. We aimed to keep residents informed with updates on the situation.
  
  Regarding the icy conditions, please be assured that our on-site team and vendors worked within the standard operating procedures and timeframes of Greystar to address this issue.
  
  In terms of communication, we recognize there were delays; some inquiries required thorough research to provide accurate responses, while others related to a parking dispute involving your partner. Although we provided guidance on how to proceed with our towing services, it seems there was reluctance to follow the suggested steps.
  
  Lastly, concerning the move-out charges, after a detailed review by our Receivables department, we confirmed that the charges were justified due to damages that necessitated professional repairs.
  
  Please be informed that as of December 21, 2023, Greystar no longer manages this property. We hope this information clarifies the situation.
  

  Sincerely,
  
  The Greystar Team