Complaints

This profile includes complaints for Green Street Realty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Green Street Realty

  510 S. Neil St. Champaign, IL 61820

• 

  Green Street Realty

  24 E Green St Ste 10 Champaign, IL 61820-7915

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:01/26/2025

  Type:Service or Repair 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.

  On January 13, 2025, I signed a sublease agreement with the sublessee, for the property located at ** * **** *** ********** **. As part of the agreement, the sublessee explicitly agreed to assume all rights, obligations, and terms of the original lease, including full responsibility for rent payments during the sublease period (January 21, 2025 – August 2, 2025). The landlord, Green Street Realty, approved the sublease agreement, and I paid the required $150 sublease fee to complete the process. Despite this, the sublessee later informed the landlord and me that they would not be able to move into the property due to personal circumstances. I have fulfilled all my obligations as a lessee, including cleaning the apartment, vacating the property before the sublease period began, and ensuring that all required documentation was submitted. The landlord, however, is now holding me liable for rent payments for the sublease period, despite the sublessee’s clear contractual responsibility. This issue arose due to the landlord’s approval of the sublease without adequately verifying the sublessee’s eligibility and supporting documents (e.g., the I-20 form provided by the sublessee was not from a local institution). I believe the landlord bears responsibility for ensuring that the approved sublessee could fulfill their contractual obligations. As such, I respectfully request the landlord to resolve this matter and release me from any liability for the sublease period, as outlined in the sublease agreement.

  Business Response

  Date: 01/27/2025

  We sincerely understand that situations like this can be frustrating, and we apologize for any confusion or inconvenience caused by the sublease process.
  However, I want to clarify that while a sublease agreement was signed, it does not release you from your original lease agreement. A sublease is a legal arrangement where you, as the original tenant, remain fully responsible to the landlord for the terms of the original lease—this includes paying rent—while allowing a subtenant to take possession of the unit. In this case, you are still responsible for the rent during the sublease period, regardless of whether or not the sublessee moves in.

  
  It is important to note that the sublease agreement is not the same as a lease agreement with the landlord. The sublessee’s agreement only transfers the right to occupy the property to them for the specified period, but the primary responsibility remains with you as the original tenant.

  
  We understand that the sublessee’s inability to move in creates a difficult situation, but the terms of the original lease remain in effect. Our responsibility, as a landlord, is to honor the original lease agreement, which includes ensuring rent payments are made on time.

  
  We truly regret any misunderstanding, and we appreciate your cooperation in this matter. Should you need assistance in finding a replacement subtenant, we are happy to offer guidance to help resolve this issue.
  Please don’t hesitate to reach out if you have any further questions or concerns.

  
  

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because:
  
  On January 13, I completed the sublease and signed the three-party agreement, which explicitly states that starting from January 21, the sublessee would take on all responsibilities under the original lease. Prior to January 21, I moved out of the apartment, returned the keys, and made sure the apartment was thoroughly cleaned. I have now left the U.S.
  
  However, your office is still stating that I am responsible for the lease, despite the clear terms in the agreement. While you mentioned that the contract does not specify I am relieved of responsibility, there is also no clause indicating that I should still be liable if the sublessee defaults. I have already consulted with a lawyer, and based on the contract, I believe it is your responsibility to pursue any outstanding rent directly from my sublessee, ***** ****.
  

• Initial Complaint

  Date:12/05/2024

  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 formally complain about ******** *********, a staff member at The Pointe. Her lack of communication and unprofessional behavior has caused me immense stress and inconvenience. On November 5, ******** confirmed that our 2B2B + bonus room unit could be rented to three tenants. Based on this, we arranged for three subtenants, two of whom have already signed their leases. However, less than a month before the lease starts, ******** informed us that the property owner had changed their decision. This abrupt reversal has left us in a difficult position, as the new tenants are international students who urgently need a valid U.S. address for visas, bank accounts, and other essential preparations to begin their master program at ****. Throughout this process, ******** has ignored multiple emails. When I approached her in person for clarification—because English is not my first language—she impatiently refused to repeat herself, saying, “I don’t want to repeat myself,” and immediately turned to speak with someone else. I felt humiliated and disrespected. I don’t believe I deserve this kind of treatment simply because my English is not perfect. Her behavior feels like silent racism, and it has left me feeling deeply hurt and unwelcome. I hope you will investigate this matter seriously and take appropriate action. Thank you for your time.

  Business Response

  Date: 12/16/2024

  Unfortunately once a lease is signed, it is a binding contract and it does state this directly above the line they signed their name on agreeing to the terms.  I did speak to ******** the same day we received the complaint and she reached out to them informing them she would go ahead and do this for them this one time.  She was under the impression they were dismissing the complaint

• Initial Complaint

  Date:11/11/2024

  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.

  My Problem: I am writing to express my dissatisfaction with how the realty company handled the lease renewal process for my current unit for the 2025-2026 rental year, as well as my concerns about the ongoing touring of my unit during my residency. On September 10th, the company sent out a mass email stating that we could start renewing our leases. However, the email did not provide a clear deadline for renewal nor did it mention the possibility of the unit being leased to others without further notice. Today, November 11th, when I attempted to renew my lease, I was informed that my unit had already been rented to others. Additionally, I am deeply concerned about the ongoing practice of touring prospective tenants into my unit while I am still residing there. This has caused significant disruption to my privacy and comfort as a tenant. Desired Resolution: I would like the company to cancel the lease for the new tenants and allow me to renew the lease for my current unit for the 2025-2026 rental year. I request that touring of my unit cease immediately for the remainder of my residency. I believe these steps are necessary to address the issues caused by the lack of clear communication and respect for tenant rights. Thank you for your attention to this matter. I hope we can resolve this promptly and amicably.

  Business Response

  Date: 11/12/2024

  Really surprised to see this complaint.   She had been in email communication several times with the onsite property manager and I have attached those emails.  She did not plan to renew and actually wanted to look at other units in the building instead of resigning for hers.  We always prefer to have tenants stay another year in their same unit for numerous reasons but would never try to give her unit to somebody else if she had expressed interest in signing another year.  Yesterday was the first time she reached out about wanting to renew and I have attached the reply from our onsite manager telling her she was going to reach out to the future tenant and see if they would switch units.   She does not have any showings in her unit, those quit when the unit was leased.

   

  She talks to the manager frequently so I am a little unsure why she felt she needed to file a complaint.  Unfortunately we can't force a tenant that has a signed lease to switch units.  
  The current tenant had several emails letting her know we started leasing to the publc September 20th and she responded to those emails, which are attached, stating she wanted to look at other units.  At no time did she say she wanted to sign on another year in that unit or we would have instantly done it.  It saves us time and money to retain tenants in the same units, not to mention we do give them first option to renew.\

   

  Hope this helps explain it

   

  Thanks!

  Customer Answer

  Date: 11/14/2024

   I am rejecting this response because:
  
  Dear BBB,

  
  Thank you for your assistance. Green Street Realty has spoken to the tenants who signed for my unit next year, and they agreed to switch units. I’ve now signed the lease for the same unit for next year.

  
  However, I am still receiving emails about showing my apartment. Their claim that showings would stop once my unit was leased appears to be inaccurate. I’ve attached the most recent email I received today as evidence.

  
  I’m often away from my apartment due to classes, so I’m not sure if they’ve been bringing visitors into my unit, but I would like the showings to stop.
  Thank you for your help!

  
  Best regards,
  ***** ****

  Business Response

  Date: 11/15/2024

  This tenant is not giving youa all of the  information.

   

  She has signed for TWO apartments with us for the same lease term.  She signed a lease at *** * ****** *** and we let her sublet it, but she is still on the lease and gets notices when we show that unit as well.  She should really log in to her tenant portal and she would know the emails are not coming for her *** *********** unit.  We are NOT showing the unit she chose to live in, but she gets included on all emails to her sublessor at *** * ******.

   

  Hopefully this all makes sense. Just to clarify again she is currently in 2 active current leases with us.  She has released just ONE of them for next year.  She is getting email notices on the OTHER unit she signed for.  The property manager is emailing her again reminding her of this as well.  She communicates frequently with her onsite Propety Manager so we are a little unclear why she is putting in these complaints.

  We always prelease our units and in order to do that we do need to show the propsective tenants the unit.  Even though not required in Champiagn we do like to notify the tenants a day ahead out of respect for our tenants privacy.  Rest assured the unit *** *********** *** is NOT and will NOT have showings as it is already leased.  Her unit at *** ****** *** will continue to have showings until it is leased for next year.  This entire time she has been complaning about emails that are going to her other lease she signed for.  If you would like a copy of both of her leases I am happy to provide them to you.  She is well aware she signed for 2 apartments for the same lease term.

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair 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.

  Since our moving date 8/8/24, we had a stove that did not work. We also had a washer and dryer that did not work. We’ve put in 4 maintenance request for the stove and dryer to be fixed. Wednesday 8/14, someone came out and fixed the washer and dryer. He then told us that he could not fix our stove and that we needed a new one. He said he put in a work order and that it was emergency. He also told us that someone would deliver the stove later that day. Come 5pm we didn’t hear from anyone and sent an email. Later that night we received an email from ***** ******** that the maintenance manager would contact us. No one has yet to contact us, we’ve submitted 2 additional work orders, and still don’t have a working stove. When we reached out Thursday 8/15, the receptionist told us there was no emergency work order and that they needed to order parts. No one has told how long this is going to take. We’ve had to door dash since moving in and it’s getting pricey.

  Business Response

  Date: 08/29/2024

  The tenant chose to move in a few days earlier than the August 10th lease start date so a few items had not been completed.  The stove was just unlplugged and we immediately fixed it.  The tenant was very happy with this.

   

  All of her issues have been resolved.  

   

  thanks

   

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair 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 were given a tour of an apartment for rent. We then signed the apartment and when we were given the keys to the apartment, the apartment we were given was not at all similar to what we were shown. The layout is a lot smaller, no cabinet space, no lights in the bedrooms, stains and stickiness in the carpets, no windows in the living room, no island in the kitchen, and barely any lighting in the apartment.

  Business Response

  Date: 08/21/2023

  Unfortunately they signed for the unit they received keys for.  We are unsure where the confusion lies.  They signed for this apartment and there is nothing we can switch them too.  They are a group of 3 that all chose to sign the lease for this apartment.  They toured the building and when they signed this was the unit left, which they signed and it clearly states the unit number on it.

• Initial Complaint

  Date:03/10/2023

  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.

  Please see attached DOC file for detailed explanation. Green Street Realty has fraudulently charged me 271.96 for cleaning and repair fees. I moved out of their property in August 2022 and recieved a letter from a collection agency for it today, 3-10-23. I called their office and they claimed there was a "hole in the wall" and the place was dirty, and they needed to charge a cleaning fee. I told them it wasn't true, and that I have photos to prove that on move-out date my wife and I had cleaned the apartment spotlessly and there were no holes. The GSR office claimed there was "nothing they could do" since it was already sent to a collection agency - yet GSR sent me no bills and never contacted me directly about any supposed charges. This is very dishonest. Like I said, I have the photos to prove they're lying, and the attached DOC file details three additional issues that BBB should be aware of concerning the predatory practices of Green Street Realty. The attached photos are of the move-out day in August 2022, showing the apartment was clean and there were no "holes in the wall". I can provide photos of the move-in date or the other incident described in the DOC file (involving the ceiling that collapsed debris onto my car) if your office wishes to see them. Sincerely, *** ******* *** ********* *******

  Business Response

  Date: 03/13/2023

  We did send an actual accounting statement to the resident at the end of move out.  We give 30 days to pay the balance or dispute the charges.  We actually waiting 120 days before sending this account to collections. We do also take pictures of each unit when we do move outs and pictures of anything the resident is being charged for.  After an account is sent to the collection agency it is now in the collection agencies hands so the resident would have to reach out to them to dispute the debt.

   

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to Green Street Realty several times over the past few months with different issues. I have never received a response or an email back. Even when I go into the office, I am told my issue will be solved within a few hours, and then never hear back. Examples: - Before signing my lease (MONTHS ahead of moving), I was told all current furniture in the unit could be removed so that I could use my own furniture. A few weeks prior to arrival I was told this was not the case and the furniture could not be removed. - My key is broken and does not lock my apartment door. I have called and even stopped in the office to get this fixed. I was told "give us a few hours and we'll call you with a replacement." It has been months without a working key and no response from green street. - I was late on rent and called to make a payment plan. My call was sent to voicemail and never returned. - I asked for a change to my upcoming lease. Green Street, last year prior to signing my current lease, asked me if a change was permissible to the unit I would be renting. I, of course, agreed. I have submitted emails asking for a change to a new lease I have signed, one to a new unit, exactly similar to the request green street made of me last year. I have yet to receive any response back. They never respond to resident issues, emails, calls, even office visits.

  Business Response

  Date: 02/02/2023

  Unfortunately we don't have a break lease clause, so would be unable to break his lease because he changed his mind.  He did sign for a furnished lease, clearly stated on his lease so we would not be able to unfurnish his unit.   We have no heard about him not having a key.  The building is set up on a fob system and according to our records he is using one to enter the building and his unit.  I am a little unclear as to what he is needing us to do  We have to talked to him about all these issues multiple times but he has not mentioned a key issue.  We would love to resolve any issues he has as long as its something that is in his lease.  thanks

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because:
  I stopped into the office and spoke to the receptionist about my key in November, prior to leaving for Thanksgiving Break. My fob DOES let me into the building, but I have to keep my apartment door unlocked because it will not work on my apartment door. Also, when Green Street made a mistake on my lease signed April 2022, I was originally leasing Unit 304. However, they made a mistake and needed to re-rent unit 304 to the current tenant. So they broke my lease and had me sign an updated one stating that I would be moving into Unit 306. So there must be some process by which a lease can be changed. (I have appropriate email and signed documentation). Prior to signing my lease, the agent who showed us the unit told us (my husband and myself) that even though units typically came furnished, the furniture could be removed if I requested, regardless of what the lease showed. She told us this was a common practice at Green Street. (I have appropriate email documentation.) I am also still waiting on a call back about my rent payment issues I've been having. (I have phone records showing I called.)

  Business Response

  Date: 02/02/2023

  We would  be more than happy to provide the resident a new key, in exchange for the one they currently have.  As the lease states the unit does come furnished.  I am sorry if you did not want to agree to change units we would never have forced you.  The other unit came furnished as well, as does the complex.  I am sorry you feel like you are having issues with rent.  Per you lease it is due on the 1st of the month.  I am not sure what the issue is with rent, but it is stated in the contract.  Please let us know if we can help with anything else.

  Customer Answer

  Date: 02/03/2023

   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.