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

• 

  Jackson Pointe 111

  2758 Lake Pointe Dr Spring Valley, CA 91977

• 

  The Nines at Kierland

  15440 North 71st St Scottsdale, AZ 85254-5363

• 

  Greystar Management

  11011 Pleasant Colony Houston, TX 77065

• 

  Greystar Management

  1111 W Main St League City, TX 77573-2045

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:09/04/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 Broadstone Little Italy, which is managed by Greystar Properties. I informed the agent I was from overseas, relocating to the US for business and therefore don't have a long credit history. I paid a $500 holding deposit on 6/9/2022. My application was rejected due to lack of credit and that a deposit of $1,000 would be required, so I declined and informed the agent I would not be pursuing the rental and was informed that my deposit would be refunded in full. After many emails and correspondence telling me the refund had been issued it is now over 2 months later and I have not received a refund.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 a corporate lease with a GreyStar managed property. I went to tour the property and asked what they requirements were for their corporate lease and I was told by the staff that I needed trade references and my business needed to be at least 5 years old. They took my application and admin fee. I was denied and was told over the phone that it was because they said my Dun and Bradstreet report said that my business was not 5 years old. However, I not only have proof of the denial phone call via my recorded business line but I also contacted Dun and Bradstreet and have proof of my Dun and Bradstreet profile but also confirmation in the form of a certificate from the SC secretary of state. This has led me to believe that I was either discriminated against for other reasons that the company has not disclosed or my application was not properly assessed because to say that my business is less than 5 years old as a reason for denial shows that the company did not do their due diligence.

• Initial Complaint

  Date:08/22/2022

  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.

  This complex refuses to follow lease terms. My home is infested with roaches, they ignore my requests because my lease is up in a few months, they ignore my noise/harassment complaints from my neighbors. The rent amount is never accurate. They won't answer my emails, calls. Nobody is there when i go in the office. I do not know what to do at this point. I can provide detail and proof

  Business Response

  Date: 08/10/2023

  Thank you for reaching out to us with your concerns. Your feedback is important to us, and we sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing issues promptly and ensuring your satisfaction.

   

  If you are currently residing in a Greystar managed community, we encourage you to share your concerns with our customer experience team. The completion of this form will allow us to ensure that your feedback is prioritized and handled accordingly: ****************

   

  Your feedback is greatly appreciated and will play a pivotal role as we aim to enhance our service to better meet your needs in the future.

  Customer Answer

  Date: 08/10/2023

  
  Complaint: ********
  
  I am rejecting this response because giving you a review doesn’t help me at all. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/15/2023

  Thanks for letting us know about the issues you've encountered.

  To assist you better, could you please specify which property you're referring to? This will help us resolve the matter quickly.

  Customer Answer

  Date: 08/16/2023

  
  Complaint: ********
  
  The property is M Station apartments in Charlotte, NC. I have been out of that apartment for over a year. Have people calling me saying I owe y’all money after every complaint I have had, mold in my house, roaches etc. I have a long list of history and emails to prove all of these complaints. Nobody resolves anything and I thought it was being resolved by agreeing to leaving my apartment a month early and now I’m told i owe? I am not paying you all another dime. Nobody at corporate answers nobody at the leasing offices care. Ive had to contact lawyers. I’ve been dealing with this longer than a year now. Whatever is “owed” needs to be cancelled so I can be done with this place please. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/17/2023

  Dear Ms. *******,

  We understand that this has been an ongoing issue for you and would like to help you reach a resolution. Please can you provide evidence of the conversations you have had regarding the outstanding balance? Also, please provide the contact details of anyone you spoke to at Greystar so that we can look into this further for you.

  Without this information, we will be unable to move forward. Please bear in mind we will need to act in accordance with the property's policy in regards to issues like this.

  Regards,
  
  The Greystar Team
  
  
  
  

  Customer Answer

  Date: 08/23/2023

  
  Complaint: ********
  
  I have attached the email I have received after multiple phone calls from them.
  

   
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/05/2023

  Dear Ms. *******,

  Thank you for your patience as we look into your concerns further. We have reached out to the necessary Greystar contacts so that your complaint can be investigated further.

  Once we receive an update from the team involved, we will reach back out to you. In the meantime, can you please confirm that this is still an ongoing issue?

  We aim to resolve this as quickly as possible. However, please bear in mind we will need to act in accordance with the property's policy in regards to issues like this.

  Regards,

  The Greystar Team

  Customer Answer

  Date: 09/05/2023

  
  Complaint: ********
  
  I’m not sure what you mean confirm it’s ongoing? If you’re reaching out saying I owe you money then it’s on going til it’s confirmed I don’t? My attachment had dates. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/15/2023

  Dear Ms. *******,

  Thank you for your patience as our team looked into this further. The Greystar Receivables department added rent through the end of the lease per the lease contract which added rent from the move out day of 11/11/2022 to 11/18/2022.

  It was determined that there was no special agreement or documentation to not abide by fair housing laws and the lease contract. The second resident, ****** ****** confirmed this when Greystar spoke with them. This account has been fully paid off since 8/18/2023. 

  Regards, 

  The Greystar Team

  Customer Answer

  Date: 09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am confused. ****** did not live there when I moved out so she can’t confirm anything. Do we owe money or not? 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/02/2023

  Dear Ms. *******,

  Thank you for following up. We have confirmed with the contact you were in communication with at Greystar Receivables that this account has been fully paid off as of 8/18/2023.

  Regards,

  The Greystar Team

  Customer Answer

  Date: 10/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/16/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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'm very dissatisfied, appalled, and frustrated as a fairly new tenant with Elan Med Center in Houston, Texas, a Greystar community. I am a working medical professional in the Texas Medical Center who serves the Houston community and global partners worldwide at a top-tier medical college. I am contacting you because I have received little to no resolution on a foot injury from shattered broken glass fragments left behind in my apartment unit by maintenance that was not reported to me. I have tirelessly tried to obtain information so I can be reimbursed for out-of-pocket expenses and outstanding medical bills (approx $1600) but to no avail. Joanna C***, Elan Med Center Property Manager, has not acknowledged receipt of any of my correspondence nor has she indicated when my paperwork was sent to Greystar's Risk Management/Insurance Dept. I have received no indication of the status of my reimbursement (since March 2022). Would you please have someone contact me immediately who can expedite this situation as my credit is being affected negatively since this request is over 4 months old. In the meantime, I have contacted the following in an effort to help rectify this matter: Greystar Leadership team, Better Business Bureau, ***** (******** Association of Residential Property Management Houston Office), City of Houston Office of Inspector General, social media, and ****** reviews, Houston Local news media Channels ** *** *** *** ***

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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 car was towed from my assigned parking space. I registered my car for this space as instructed in the online portal. I even changed the picture of my car and the license plate information when I changed vehicles. An email went out earlier this year asking residents to verify their parking space by filling out a form. I filled out that form.After finding out that my car has been towed, the on-site management told me that there were emails that went out telling residents to pick up a parking tag with a number of their assigned spot on it. I received no such communication. I am signed up to receive communication by three different methods (through the active building portal, by text, and by email). I did not receive notice via email or by text though I had received texts about other frivolous announcements such as donuts being offered in the main office.When asked to show me the emails and the text messages that went out with warnings about the parking tags, the on-site management was only able to produce a communication within the Active Building portal. When questioned if it was the responsibility of the resident to check messages within this portal, when we were receiving email and text me all messages about other things, she had no answer. When management was questioned on site about how many people had not picked up their parking tags. I was told that there were many people who did not pick up their parking tags. This would indicate a lapse in communication on behalf of the property management.This is not how you take care of your residence or protect your residence. Further, I asked the parking was a problem at the apartment complex and was told "no" parking is plentiful. So I don't understand why it could not have been communicated to me more clearly about the new process or why the new process was even necessary.I am requesting $200 from Greystar Management. $165 to get my car out of tow and $35 for my time and gas.

• Initial Complaint

  Date:07/04/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 sorry that I have to reach out to you on this matter.I am a resident at *** **** Community who belongs to Greystar. Early April, I received lease extensions with rent proposals, as expected. In the proposal letter, it was noted that "Other lease terms may be available. If these do not meet your needs, please call us with any questions". Since the leases that were proposed were much higher than other similar apartments to mine, up to 70% more. Since it was an extreme difference, I did reach out to inquire about the lease terms, the pricing and other opportunities available like the letter offered. The communication of the Manager at *** **** Community has been terrible. She would take a few weeks or up to month to reply. As of today, I still haven't received replies to my questions, as you will see in the communication attached. It is not the first time that the Manager at *** **** Community isn't responsive. But this time I am reaching out to you because Greystar is now charging me late fees, I never intended to not pay my rent, the reason I had not paid was because I was waiting to hear back from the Manager. I do not think that I should be charged late fees because the Manager replies to her emails ? To show my good faith, I went ahead and pay the rent and the late fees which I do not agree with. To show my good faith, but do expect these to be refunded. I also do not agree with the rent that was charged, I sent many communications to the Manager for us to have a lease signed before my renewal. Because she isn't responsive, she ended charging me a rent that we did not agree upon ? Same, to show good faith I paid it. But I do expect a partial refund and I will not do this every month since I shouldn't have to pay a rent not agreed upon just because she doesn't reply to emails. Thank you in advance for your help

• Initial Complaint

  Date:07/03/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting from ******* House Apts. I resided at this property for 11 months. The lease was due for renewal in June 2022. In April, I received a letter from Greystar stating that if I chose to do a month-to-month, my rent would be $3,094 unless I chose to renew my lease. If renewing, my base rent would go from $1184 to over $1600. I also advised this property a few months prior that I was released by the company I worked for due to not being vaccinated; however, I did have another job right away. I always paid my rent, I was not noisy or caused issues, and i left their apartment in great shape. They were able to rent it right away. I received a letter stating I owed them over $2800 for May and June. I left mid May and I let them know at the beginning of May that I was leaving because I could not afford the rent, and I could not afford to stay there and look for other housing. I could not afford too. They charged me for court fees that they could not show me that they filed and I asked for the court date that they would not provide. This has been done to so many people and to take advantage of people this way while in a recession much about this company. They rented this apartment in May and sent a letter reflecting that but still wanted me to pay for May and June. No money has been lost to this company. I left the apartment spotless and I paid my rent. They advised I had to make 3X the rent to move there but put my rent at more than 3X my income and tried to force me to sign another year lease for something that they knew I could not pay. I told them upfront and they did not care. I have the correspondence. They basically forced me to be homeless for 2 weeks. I left because they threatened evictions and court. This si so wrong and it is sad that our country has come to this. They should want to help people especially tenants who paid their rent and took care of their property. I plan to write the attorney general as well if not resolved.

• Initial Complaint

  Date:07/01/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 family and I resided at ****** Apartment in Bala Cynwyd, PA managed by Greystar Properties during April 2021 to January 2022. My family vacated the unit by the end of January 2022, provided written move-out notice with forwarding address in early February 2022, and continued to pay rent on time through the lease term ending on May 17th, 2022. The unit was re-rented out on April 30th. We are due the return of prepaid rent of 1622.22 during the period that the unit was re-rented and the security deposit of $2810. Despite contacting the property manager, we have not received the move-out statement or the refund of security deposit and prepaid rent. Please see attached email thread with the property manager verifying all information mentioned above (move-out notice, re-renting of the apartment, and refund due). In addition to the due refund of $4432.22 described above, we are requesting additional compensation of $2810 per Pennsylvania law 68 P.S. §§ 250.511a-250.512: the landlord must provide a written list of any damages and pay the remainder of the security deposit within 30 days after move-out; failing to do so, the landlord forfeits the right to withhold any portion of the deposit, and the tenant is entitled to double the security deposit (full text of code can be found here: ****************************************************************************************************************************************

• Initial Complaint

  Date:06/16/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 Grey House Apartments **** ********** Road **** Houston, TX 77027 on 5/1/22. I received a bill for $5,634.11 on 6/3/22. I called the collections agency Greystar, and they said if I don't pay it they will report it on my credit and will ruin my credit. I asked for an estimate of the property damages. The attached invoice says I have to replace 1200 boards in the unit ie as in, which is all of the flooring in the entire unit. There are approximately 10-15 boards (attached pictures) that need to be replaced what looks like water damage. Even though they already kept my security deposit and let deposit they are wanting me to pay for all of the flooring. This is not fair business practices and not part of my contract. I offered to pay the for the boards needing replacing but they won't agree to it and want me to replace all of the flooring.