Complaints

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:01/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 seeking reimbursement repairs reversal of charges &resolution for following matters Financial Breakdown Illegal Rent Increase ILLEGAL mid-lease rent raise of ****** paid from July22 to present=2,407.50 Loss of Use Due to Mold Mold present main **************** room for 8 mo.rendering 50% of apartment unusable Rent paid for the unusable half of apartment=********.Inadequate Heating For 16 months, our apartment didn't have adequate heating. Acknowledgeing 50% time was summer amount owed for lack of heat=******** ******************************** cost moving during remediation=******** After Mold Remediation apartment was uninhabitable due to construction debris on EVERYTHING EVERYWHERE Cost of cleaning boarding cat over 3 weeks kitchen also unusable+FOOD= ********.Personal Items Ruined by Vendors Lamp 200 Rainboots50 Bed 700 Small Dresser300 Cat Furniture 200 personal items ***** Total Compensation=22,877.25 Illegal Rent Increase2,140.00 Loss of Use Due to Mold ******** Inadequate Heating ******** Moving and *********************** Stay ******** Cleaning Costs Food Cost, & Boarding My Cat, After Mold Remediation ******** Personal Items ***** Other Key Issues Additional Mold ********************* mold has returned in multiple areas Around sliding door living room main bedroom mold testing for the loft to ensure habitability Heaters in main bedroom loft remain nonfunctional need repair Immediate Cessation of Harassment &Retaliation by ******* ****** ****** ****** maintenance or any representatives of Greystone Management Group must cease immediately No harassment or retaliation from any of your agents especially regarding maintenance & scheduling peace and quiet enjoyment All communication via OUR emails to be documented unless emergency.Request for Resolution The total compensation of ********* Reversal of all charges related to the illegal increase Repair heaters Additional mold remediation for recurring ************* Immediate cessation of harassment

• Initial Complaint

  Date:12/11/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 had a year lease agreement from Jan 2022 to Jan 2023. It was uploaded by their staff to the resident portal by the on-site manager whom we signed the lease with. ******.They Raise our rent in July of 2022 a $******.When we called to ask corporate why they were raising our rent mid lease agreement, ****** from corporate stated that it was legal so long as it wasn't above 10%.We believed her, so we started paying it.Several months later I found out that it is illegal to raise the rent mid lease A lease is a legally binding contract that states what amount should be paid and for how long.When we brought this to corporate's attention, they claimed that they had lost our lease.When I show them on the tenant portal, how it said that we had a lease. From January 2022 to January 2023, they took several months to respond.When they finally did ********** was after the lease had expired and ****** claimed that they rescinded that lease after it had expired which is illegal. Now the New director of Operations Toi is claiming that this particular lease is a month to month lease with a 12 month date on it and is ignoring our emails about why there would be a 12 month date on a month to month lease. We stopped paying the ****** only about a year ago but continued to pay the rest of the rent including fees paid in full on time every month.They put an inaccurate 3 day notice on our door claiming we owe them more rent after refusing to accept our rent for this month. We sent it certified mail and they sent it back again priority mail.

  Business Response

  Date: 12/27/2024

  Hello,

  Thank you for bringing this matter to our attention. We have just received the letter and would like to request an extension in order to provide a formal response to the complaint. We appreciate your understanding and will ensure that our response is submitted within the extended timeframe.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22661953
  
  I am rejecting this response because:it has been a long time that we have been trying to sort out this matter with you. You continue to not answer our questions or explain why our lease got uploaded to the portal by your own employee after being signed by all parties involved if it is not valid. We have gotten several different explanations that make no sense. First ****** ****** stated that there was no record of our lease. Then when we showed her where it was uploaded to your own poratal she said that it was rescinded after it had already expired which is illegal. Now *** ****** is saying that they are suddenly unable to see it on their end of the portal after it was on both ends of the portal for over a year even after expiration. We know this because the rental receipts given to us by ******* ****** also stated the same exact lease dates for that time period. These receipts were given to us for several months and when we pointed out these dates, we suddenly stopped getting those itemized rental receipts printed from your end of the portal and suddenly started receiving copies of our money orders instead which is also not a valid rental receipt as required by law. Then after months of more debate you raised our rent over one hundred dollars and reverse the 62 dollar legal rent raise from 2023 instead of the illegal mid lease rent raise of 133.75  from 2022. Again without explanations or answering our questions as to why. Only after ****** ****** said that all rent raises were reversed beginning in July of 2022. But after doing the math it was only the legal rent raise instead of the illegal mid lease rent raise. We would appreciate if you can respond by Thursday Jan. 2nd, to please stop harassing us in retaliation to our complaints, and please fix our heaters as the city inspector instructed. Our heaters should function for more 20 minutes at a time and should be able to function properly when temperature is set to over 70 degrees.
  
  Sincerely,
  
  **** Lomingkit

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Under Colorado Law, Broom Clean is ALL thats required after termination of month-to-month leases. After renting property from this management agency around 28 months, having them process rental payments 3 times two separate months merely for leaving my banking information in their application, causing hours of time to rectify with **************** practice of having tenants pay for deep cleaning at a rate of $55 / hour & charging for "normal wear & tear" must cease & desist now. They have a habit of NOT returning rental security deposits. Am considering Civil Litigation in the amount of &****** in Class Action settlement.******************************* *********************** response:I am not guaranteeing that you will receive your full deposit, there is no way that I can. IF the apartment is returned in the same manor that you received it and I don't have to do ANYTHING at all then yes you will receive your deposit back. I will be honest with you I have never had anyone in all my years doing this receive the full refund as all of our ideas of "clean" are different, or damage left behind. If you would like me to give you the contact to my cleaning lady and you pay her directly to clean the property there shouldn't be any issues.I am just telling you what I have the right to do. If the rent payment isn't received by June 7th by midnight the late fee will be added to the account. I am going to post notice today because of your correspondence with me. If rent still isn't received by the 10th day of the notice I will turn it over to court and remember you will be charged all of the court fees, attorney fees, etc.. I am not going to address this any further as this is the legal binding of a lease.HER SELF ADMISSION INSULTING: " I will be honest with you I have never had anyone in all my years doing this receive the full refund as all of our ideas of "clean" are different". ********* prays on elderly and those disadvantaged such as myself and their financial abuse abysmal.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 tenant with my mother at ************** Apartments in *** Nuys **. I have let them know about many necessary repairs since Nov. 26 2022. We have had 2 different health inspections since then both citing things to be fixed. They need to be replaced as not only are they still very breezey but also water is getting inside on the carpet with 2 of them. They are dragging out the repairs as well as not doing them properly or by licensed vendors, and have had to redo some repairs 3 times due to poor work. All 3 of my sliding glass doors are very breezy and have been addressed twice now but still very breezy making it impossible to stay warm plus adding hundreds of dollars to our electricity bill which they also refuse to acknowledge. There were several water damage spots on the ceiling and at the bottoms of 2 sliding glass doors only to be painted over and not checked for mold by a licensed mold professional. They also refuse to renew our lease as they claimed they have lost all of our leases since 2020. We would like they issues resolved immediately with proper dates and times given as the on-site manager *************************** has repeatedly given us wrong times on purpose so we wait all day for vendors to show up. The doors have had 2 different weather proofing added to them and it's obviously not working based on the videos uploaded and they have painted over the water damages never cleaned before painting or checked for mold by a licensed mold professional. They are also ignoring us in regards to our electric bill and lease. Also the elevator has been slipping and stopping like stuck and also unlicensed since Nov. 2022 and is getting worse.

  Business Response

  Date: 03/16/2023

  BBB Response 107 **************,Lomingkit #***
  
  Dear Ms. *********************** you for bringing this matter to our attention. We are sorry for the inconvenience that you have, experienced, and we will continue to work with you to address any new concerns that arrive.
  In reviewing your service requests in 2022, there were ***************************** our system and completed within 14 days except for the 2-3 tiles that had fallen off the fireplace.For our service request process, we cannot close out a service request until the work is complete. The tile replacement had to be specially ordered, which prolonged the full completion of 67 days. We do apologize for that inconvenience.
  There were 4 service requests that were called out from our annual SCEP inspection in mid-December.These items took longer to complete due to scheduling.  This was the balcony repair, the ceiling spot,and the drywall repairs. These items were completed in mid-February and reinspected and approved by the city inspector. The other 13 items were completed within 7 days.
  The sliding glass door issue has taken longer than anticipated. The slider frame was sealed with weather stripping as a placeholder while we researched a better solution. Additional heaters were provided to you to assist with heat, and to ensure the heater in your apartment was working properly, we had a third-party vendor look at it, and it was deemed to be in good order.
  When our team inspected your apartment with the city inspector on March 6, 2023, additional items within your apartment were addressed that were not placed in the service request system. These items were repaired the following week. This includes the closet door frame and the sliding door latch.  Unfortunately, the latch did need to be repaired once again, as the first latch did break and was repaired the following week.
  We are continuing to address the area next to your sliding doors and have scheduled this for Friday, March 17, 2023. Now that it has stopped raining, we can address any exterior issues we may find.
  The elevator has been addressed and is in working order. If you do experience anything unusual,please inform your manager so we can have the elevator serviced again. The elevator permit is current, due to the delay in processing from the city. There is no specific date when to expect the new permit. This is not unusual as the city is inundated.
  We comply with all required SCEP inspections, and we have our own intern bi-annual inspections. We do take great care in maintaining our buildings.
  Please continue to utilize our resident portal to submit service requests and we will do our best to complete them as quickly as possible.
  Thank you again for your keeping us informed of any issues that arise in your apartment so that we can continue to build a better business partnership.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19333514
  
  I am rejecting this response because:there are several issues with in their response. First the did not need to replace tiles on fireplace because I still had the originals so they only glued them back up. The hole inside the fireplace was patched finally but is black and the rest of the fireplace is a different color. I am ok with that conswe are unable to use it anymore due to their own insurance instructions so now the issue is only cosmetic and does not concern me as much as long as we do not get charged for this when we decide to move out.

  MMy2nd issue with their response is that none of these needed repairs took 2 weeks considering I sent them to the on-site manager Nov. 26th before the original city inspection by ******************. The 3 of 4 original violations cited by ****************** took over a month to fix and the 1st one was fixed by their maintenance team who came with no notice at 445pm to fix the electric box. The management staff knows that my mom works overnight shifts and was asleep after 2pm. But they knocked on the door so loudedly that it woke up my mother and she still let them inside to make this one single repair in which he was supposed to fix at that time.

  The rest of the repairs was taken care of  Feb. and March ************************** Nov. 2022 which is also why I requested that they pay for some if not all of our electricity bill for Dec. and Jan. which they still refuse to even acknowledge. 

  During this time of Dec, Jan 2023 we're relieved one heater that was taken away less than 24 hours later. 

  Then a few weeks later we got one radiator heater and had to beg for another for a few weeks since there are 2 rooms where we sleep the main bedroom and the loft. In regards to the heater vendor yes are wall heater works but it only heats the stairs  due to our high ceilings and square footage which is what they did not tell you in their response. And the 2nd radiator heater does not heat properly which I also told them and they refuse to acknowledge that as well even tho their own maintenance team and I have touched it with pur bare hands after being on for hours.  It does get hot but not hot enough as we were able to touch it with bare hands on high. The low setting on this heater does not even heat at all. 

  I did have to call the city inspector again and make a complaint about the heating and weather proofing of all sliding glass doors which were cited in violation. And only after that was our sliding glass doors weather proofing done. Which is still breezy but I guess that's the best they can do. It is better than before but the original video that I sent you shows the breeze after the 2nd weather proofing was done to them.

  In regards to March 17th they gave us an all day time frame from 9 to 5 which I believe is illegal and further harassment as they give other neighbors time lines of morning time or afternoon.  But after waiting 4 hours and 15 min. we were notified that the maintenance team was on site but we're busy inside another unit and were not able to come that day at all. But we did allow 2 different maintenance men to come inside on 2 separate occasions in the same day as well as the director of operations for some reason also bullied her way inside with the 2nd inspector knowing that I did not want her to come in due to her and her management teams continuous harassment since September. We allowed them access multiple times on Tuesday March 21st ************************************************ which their new maintenance manager promised that they would replace the rotten wood on both lower level sliding glass doors, fix the cause of the problem which they finally agreed was the drainage pipe that dumps directly to the lower balconies,  replace the foam under the carpet in these areas , as well as shampoo the carpets only in these areas as well. The only thing discussed and scheduled unofficially is the water drain pipe which is unofficially scheduled to be done this Monday coming up between the hours of 9am and 2pm as my mother sleeps and works over night. I was told that the rest of it will be scheduled at a later date after the rain. 

   

  My mother and I have lived here since 2014 and have never had any repairs take this long, we have never had such scheduling issues and also mis information about when exactly the maintenance and vendors will show up, as well as never had to have the same issues like sliding glass door weatherproofing,  bubbling paint water damage, and these same black rotten wood spots re done multiple times already,  and the fact that the maintenance team has already painted over the rotten black wood and the stains have come back again already.  I have spoken to the city inspector office multiple times regarding these issues as well as a few other entities like the bbb in order to try and get some help with these issues since they were notified about all of them in November and December of 2022. 

   

  The management team at Greystone Management including the director of operations and my neighbor the on-site manager has been harassing us since September in retaliation for calling all of these outside entities for help. My mother and I are afraid of what they may do to us next. We now have security camera system in our home, and have been victim to multiple unwanted entries by the on-site manager *************************** as well as ******************************* the director of operations for Greystone Management.  ******* has forced her way inside my home with out permission claiming she was curious about our layout of the unit. And when I texted her about how uncomfortable she made me she said she is doing her job and to speak with Corporate if I have an issue with it. ******** is her direct corporate boss and has been in our apartment several times since Dec. using the city inspector to gain access and cause trouble for us. Her newest form of harassment since Dec is that she claims that our apartment is dirty that we do not sweep, mop, vaccuum or dust, and that our so called trash and clutter( our belongings) are a fire Hazzard  and in violation of the lease. She has been inside our home several times since Dec. We always clean, dust, vaccum and mop our apartment as we always have since we moved in. Again none of the 2 previous on-site management has ever had any issue with us regarding our housekeeping or needed repairs or have ever harassed us. ******** said in both Feb and March that pur apartment is clean and fine whatever fine means but she still wants to come again in April and for who knows how many more months to invade our privacy and home to continue to harass us about the so called clutter and housekeeping.  Since December we have removed several boxes, and other several personal items from our home in the main bedroom and living room and she is still harassing us even tho she said our unit was fine 2 consecutive months in a row now. Plus we arr still needing work done or re done that has yet to be scheduled.  

  More recently the on-site manager male family member has gotten out of the elevator at 11 04 pm and yelled F YOU B. and when I emailed ******** about it , she said it was not directed to us or our home. They have also lied to both city inspectors both times they came to reinspect. The 1st time ******* told ****************** that we were not allowing vendors into our home when there had been 5 different days when men were in pur home and did no work due to weather.  Mind you she waited until 2 weeks before the inspector was to come and re inspct the 1st time to even attempt to schedule anything with us while the rest of my neighbors had gotten their issues scheduled and fixed at this point. Plus I had to text her several times about when they were going to fix our unit in which she stated she was waiting on corporate approval. I have all these in text message by the way as well as texts of her claiming she can come into our apartment whenever she wants and that's just her job.

  The 2nd re inspection by city inspector ******************************** the director of operations told ************** that Tuesday March 21st 2023 was the first time she was made aware of the water damage and black wood when I sent them both several texts about it including pictures on Dec 21st, and her own maintenance team had already painted over it and the discoloration has already come back so soon afterwards. 

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

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 was our apartment management for a year. My fianc and I moved in on Jan. 8 2022. We both received new phone numbers in May 2022, called and had them updated with the apartment management (incase they needed to get ahold of us). We were told our file was updated with our new numbers. We gave our 30 day notice on Dec. 7th in order to move out via email, never heard back from anyone in management. Towards the end of December I get an email, stating that they had been trying to get ahold of us via phones but that our phones werent working? I emailed back and said yes we had called and gave our new numbers and it was supposed to be updated. **** (lease manager) said they had not been updated. The point of the call was that the office had not received our 30 day notice! She was wondering if we were staying and needed to renew our lease. I explained I sent our 30 day notice on Dec. 7th. **** told me our file was never updated. So then she moved our move out date to January 20th 2023, which also meant that they charged us a prorated rent of **** (for their mistake). We payed the prorated anyways to avoid anymore irritating interactions with management. We moved out January 15th, leaving the apartment in great condition as well as we took photos/videos of all the walls, rooms, cabinets, everything we could think of. We left some furniture pieces (were supposed to be picked up, but never were). I email **** January 17th that we had left. I get more 2 calls later in the week asking if we had vacated, because our file was not updated each time. **** asked me for consent to throw out the remaining furniture which cost 450 out of our security deposit. I had no problem with.Now *** received letters stating that my fianc and I owe them $383 dollars as a move out fee. That our whole unit was extra dirty and that they had to completely repaint the whole unit. I sent them and email with all photos and videos of the whole unit showing we left it spotless.Have not heard back

  Business Response

  Date: 03/23/2023

  Dear *******,
  We would like to extend our sincere apologies for any inconvenience that you experienced during your move-out process. We appreciate the opportunity to address your concerns and would like to assure you that we take all feedback seriously and strive to improve our services.
  After thoroughly reviewing your complaint, we have identified the root cause of the problem and would like to address the issues you encountered. We want to clarify that we did honor your request for a specific move-out date, and we did not charge you for prorated rent. We have attached your ledger to provide clarity on the charges incurred during your move-out process. Your deposit of $1,200 was used for necessary cleaning,utility charges, and paint.
  Clean up consisted of general cleaning and disposing of items left behind such as a couch, ottoman, bookshelf, mattress and box spring.We thank you for the pictures you provided. We also want to assure you that we strive to be fair and transparent in our move-out cost to our residents.Therefore, we have attached photos of the apartment after your move-out to provide further clarity on the charges. As well as your last communication to our community manager.  
  We appreciate your feedback and the opportunity to work towards a resolution that is satisfactory to you. Please do not hesitate to contact us if you have any further questions or concerns.
  
  *************************
  ************
  Operations Coordinator
  Greystone Management Group Inc.

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19426028
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************